Changes to Professional Level (Non-Premier) Support Model

Changes to Professional Level (Non-Premier) Support Model

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On October 1, 2008 the Professional level “Enterprise Platforms Support” business at Microsoft will transition to a call-back model for all Professional support incidents in the United States and Canada.  Below is a description of how to contact Microsoft customer service, as well as other relevant information regarding this change:

Why are we moving to a call-back model?

  1. To minimize the amount of time that customers spend on hold
  2. To enable the support incident to be routed to the correct resource, thus minimizing the incorrect routing of support incidents.

Contacting Microsoft Product Support by Phone

You can submit a support request via phone by calling 800-936-4900.  Once your support incident is created, the case will be routed to the appropriate support team and you will receive a call from a support engineer.  The response time is based on the severity of the incident.  During business hours (Monday – Friday, 6:00 am – 6:00 pm Pacific Time), the cost is $259.  If you need to work with a support engineer outside of these hours, the cost is $515.  Please note that you can open a support incident via phone at any time.  The after-hours rate only applies if you need to work with a support engineer during non-business hours.  This information is also outlined on the Microsoft Help and Support site.

Contacting Microsoft Product Support using Online Support Submissions

As an alternative to opening a support incident via phone, you can use our Online Support Submissions process.  As with our Phone support offering, this is a call-back model also, and the response time is based on the incident severity.  At this time, Online Support Submissions call-backs are only available during business hours (Monday – Friday, 6:00 am – 6:00 pm Pacific Time), and the cost of a support incident is $259.

For more informationon this change, please refer to the following web page on the Microsoft Support site: Professional Support Options and Phone Numbers

For more information on contacting Microsoft Product Support, please refer to the following resources:

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