Support options for business usersMicrosoft provides a variety of assisted support services to meet your requirements. Support for Small and Medium BusinessesSelf-help support
Support from Microsoft PartnersMicrosoft Partners are technical experts that deliver Microsoft solutions to customers. Use Microsoft Pinpoint to find an IT expert, including software applications and professional services to solve specific business issues and support long-term goals. Microsoft Professional SupportMicrosoft experts help you address problems encountered with the development, deployment and management of Microsoft software in business environments. Professional Support is available as a single “pay-per-incident” (PPI) or a 5-pack of incidents. Professional Support incidents focus on troubleshooting a specific problem, error message, or functionality that is not working as intended for Microsoft products. An incident is defined as a single support issue and the reasonable effort to resolve it. Incidents should be submitted online. Response time will be between 2 and 8 hours, depending on severity of incident.
Frequently Asked Questions - Professional SupportWhat is the expected response time for Professional Support?Initial response times will depend on severity of incident.
Professional Support incidents will be supported 24 hours a day until the incident is resolved and will require your company resources be available to work on the incident potentially 24 hours a day until it is resolved.* When do 5-pack incidents expire?Incidents must be used within one year of purchase. What information do I need to submit an incident using my 5-pack?You will need to logon with the same Microsoft account used to purchase the 5-pack of incidents when you submit a new incident. Incidents are submitted online at https://support.microsoft.com/en-us/assistedsupportproducts. The person who purchased the 5-pack left the company. How do I access the remaining incidents?If you do not have access to the Microsoft account used to purchase the 5-pack, you will need to contact Microsoft. Have your order confirmation number available as proof of purchase to access the remaining incidents. What defines an ‘incident’?An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged. Am I guaranteed a solution?While our support professionals will make best efforts to resolve your issue, Microsoft cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it is resolved; however the chargeability is at the discretion of Microsoft. What is considered an acceptable solution to the problem?The Support Professional will agree upon the definition of the problem with you when you raise the support incident. The incident will be closed after the support professional has delivered one or more suggested solutions to you. If the support professional is unable to deliver a solution, you will be notified and the case will be closed as unresolved. The chargeable status of an unresolved case will be at Microsoft discretion. Is there anything that Professional Support does not cover?
To validate if your product is still in lifecycle and eligible for support:Visit https://support.microsoft.com/gp/lifecycle to review product eligibility. If am a Tax Exempt customer how do I submit tax exempt documentation for Professional Support?Visit https://support.microsoft.com/en-us/kb/959179 to learn about Tax Exempt documentation submission. What if I have billing questions about my credit card purchase?Visit https://accounts.microsoft.com for your credit card billing questions. Support for IT Professionals and DevelopersSelf-help support
Support from Microsoft PartnersMicrosoft Partners are technical experts that deliver Microsoft solutions to customers. Use Microsoft Pinpoint to find an IT expert, including software applications and professional services to solve specific business issues and support long-term goals. Support through a Microsoft ProgramIf you are enrolled in the following Microsoft programs, you may be entitled to no-charge telephone or online support incidents: Frequently Asked Questions - Professional SupportWhat is the expected response time for Professional Support?Initial response times will depend on severity of incident.
Professional Support incidents will be supported 24 hours a day until the incident is resolved and will require your company resources be available to work on the incident potentially 24 hours a day until it is resolved. * When do 5-pack incidents expire?Incidents must be used within one year of purchase. What information do I need to submit an incident using my 5-pack?You will need to logon with the same Microsoft account used to purchase the 5-pack of incidents when you submit a new incident. Incidents are submitted online at https://support.microsoft.com/en-us/assistedsupportproducts. The person who purchased the 5-pack left the company. How do I access the remaining incidents?If you do not have access to the Microsoft account used to purchase the 5-pack, you will need to contact Microsoft. Have your order confirmation number available as proof of purchase to access the remaining incidents. What defines an ‘incident’?An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged. Am I guaranteed a solution?While our support professionals will make best efforts to resolve your issue, Microsoft cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it is resolved; however the chargeability is at the discretion of Microsoft. What is considered an acceptable solution to the problem?The Support Professional will agree upon the definition of the problem with you when you raise the support incident. The incident will be closed after the support professional has delivered one or more suggested solutions to you. If the support professional is unable to deliver a solution, you will be notified and the case will be closed as unresolved. The chargeable status of an unresolved case will be at Microsoft discretion. Is there anything that Professional Support does not cover?
To validate if your product is still in lifecycle and eligible for support:Visit https://support.microsoft.com/gp/lifecycle to review product eligibility. If am a Tax Exempt customer how do I submit tax exempt documentation for Professional Support?Visit https://support.microsoft.com/en-us/kb/959179 to learn about Tax Exempt documentation submission. What if I have billing questions about my credit card purchase?Visit https://accounts.microsoft.com for your credit card billing questions. Additional support optionsVisit support.microsoft.com for self-help and community resources. Support for Premier CustomersIf your business requires 24/7 premium-level support, with a designated Technical Account Manager to help define custom support options that align strategically with your IT landscape, or you are already a Premier customer and your require support, please visit Microsoft Premier Support. Support for Microsoft PartnersIf you are a Microsoft Partner looking for support options that enable you to provide your customers with the highest possible level of service, please review your MPN Support benefits. The Microsoft Partner Support Community is available to all partners and enables unlimited, no-cost support for Technical and non-technical requests with a guaranteed response, typically 1 business day (variable per forum and membership level). Microsoft Consulting ServicesIf you are looking for IT strategy, development and infrastructure services to help you design, implement and deploy leading edge Microsoft technologies in your business, please visit Microsoft Consulting Services. |
