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Microsoft response to Q&A in comment section (Link to original post)
Are we to assume this excludes business down? Does this mean that "Server Down" support calls will no longer be free?
This business change includes Business Critical Partner Support yet does not change any of the benefits of that program. Business Critical cases continue to be offered at no charge to our partners, the only change is that we will call you back once you call into 1-800-936-4900 to create the incident. Please note - we currently do not allow Severity "A" or BCPS cases to be submitted online (we plan on adding this in the future), at this time the online tool only covers "Pay Per Incident" or contract cases (Software Assurance, MSDN/TechNet, etc.).
Please continue to call BCPS cases into customer service until we update our online submission portal.
If someone calls with a CritSit will they be given a live transfer?
A Critical Situation (CritSit) is a Premier offering (http://www.microsoft.com/services/Microsoftservices/srv_premier.mspx) and not a Professional support level offering. This business change is only for Professional SBS level customers, all Professional level SBS incidents will be handled on a call-back basis.
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The Official SBS Blog : Microsoft response to Q&A in comment section (Call-Back support announcement