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What's an "incident"?

An incident is defined as a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can't 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 offline research to achieve final resolution. The amount you'll be charged does not depend on the amount of time spent in delivering these solutions.

What's the expected response time?

Response time will be between 2 and 8 hours, depending on the severity of the incident.


Nature of issue

Response time

Severity A

Critical business impact

2 hours initial response time

Severity B

Moderate business impact

4 business hours initial response time

Severity C

Minimum business impact

8 business hours initial response time

Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day.

How can I tell whether my product is still in lifecycle and eligible for support?

Microsoft Professional Support incidents cover the entire product lifecycle (both mainstream and extended support). For more info, search for your product to review lifecycle eligibility.

Is there anything that Professional Support doesn't cover?

  • Customer proposals for product features

  • Onsite support

  • Products out of support lifecycle

  • Writing or review of custom code

  • Developer support for Office 365 add-ins, APIs, and so on, including Microsoft Graph

  • Security Incident Response Service

What if I have billing questions about my credit card purchase? 

Visit for your credit card billing questions.

What's considered an acceptable solution to the problem?

The support professional will agree on 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'll be notified and the case will be closed as unresolved. The billing status of an unresolved case will be at the discretion of Microsoft.

Am I guaranteed a solution?

Although 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's resolved; however, the billing status of the incident is at the discretion of Microsoft.

What information do I need to submit an incident using my 5-pack?

When you submit a new incident, you'll need to log on with the same Microsoft account used to purchase the 5-pack of incidents. 

When do 5-pack incidents expire?

Incidents expire within one year of purchase.

The person who purchased the 5-pack left the company. How do I access the remaining incidents?

If you don't have access to the Microsoft account used to purchase the 5-pack, contact us. Have your order confirmation number available as proof of purchase to access the remaining incidents.

If I'm a tax exempt customer, how do I submit tax exempt documentation for Professional Support?

Visit How to provide tax exempt documentation to Microsoft Customer Support Services to learn about tax exempt documentation submission.

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