As you probably already know, starting back on March 30th, 2009, System Center moved to a callback model for support. We realize that this sort of change can generate a few questions and concerns and we hope to address at least a couple of them here.
First off, why did we change System Center Support to a callback model? Fortunately that’s an easy one. The primary reason we made the decision to move to a callback model is because this allows us to get you to a support engineer who can help you resolve your issue as quickly as possible, instead of simply the engineer who happens to be the first one available. Simply put, connecting you with the right engineer from the start gets your issue resolved quickly and accurately, saving you both time and money.
The second question you probably have is “OK, so now that I’m waiting for a callback, what can I do to best prepare for the call?” To get your issue started off on the right foot, we’ve put together a couple resources that will help you begin troubleshooting your issue now, and assuming you don’t end up resolving the issue, a list of log files and other data that you can collect that will help speed that first call along. Of course this is not required, but any troubleshooting or data gathering you can do now will ultimately mean a quicker resolution to your issue.
To get started, simply select your product below:
*NOTE: For PXE and WDS issues please review this article
Microsoft System Data Protection Manager
System Center Configuration Manager 2007 and SMS 2003
System Center Operations Manager 2007 and MOM 2005
System Center Application Virtualization (App-V)
System Center Virtual Machine Manager (SCVMM)
Windows Server Update Services (WSUS)
Microsoft Enterprise Desktop Virtualization (MED-V)
Microsoft System Center Service Manager
Thanks!
The System Center Team
Do you have a question, concern or suggestion? Your feedback is very important to us — it helps us make sure we're on track and keeps us focused on continually improving our services. If your callback is not exceeding your expectations for any reason, or if you have any other feedback on this site or out services please let us know.
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