Support Options

Microsoft is dedicated to supporting Forefront Client Security customers for the malware and the software issues that they encounter. The following tables describe the level of support provided for malware, for software bugs, and for general technical support incidents:

Malware Submission

Microsoft Malware Protection Center Portal
No Additional Cost

E-mail Support
No Additional Cost

Phone Support
No Additional Cost
with Software Assurance Access ID*

Software Bug Support

E-mail Support
No Additional Cost
with Software Assurance Access ID*

Phone Support
No Additional Cost
with Software Assurance Access ID*

General Technical Support

E-mail Support
No Additional Cost
with Software Assurance Access ID*

Phone Support
Pay Per Incident

* Forefront Client Security customers accumulate Software Assurance Benefits with their Forefront Client Security purchase (see below), and they will need to provide their Software Assurance Access ID to benefit from support at no additional cost.

Malware

Submission

If you are experiencing a malware outbreak, contact Microsoft immediately by telephone (see the telephone number information below).

Forefront Client Security customers can submit malware to the Microsoft Malware Protection Center at no additional cost in the following ways:

On the Microsoft Malware Protection Center portal.
By sending e-mail to mfcs@submit.microsoft.com. In submitting samples of suspicious files by e-mail, you should archive all the samples in a ZIP file that is password protected. The password for the file should be ‘infected’ (without the quotes).
By phone at (800) 936-4900 in the United States. Find the Microsoft Support phone number in your country on the Microsoft Support site.

Shortly after submitting a suspicious file, you will receive confirmation that your submission has been received. Signatures will be created for files that turn out to be malware, and will be distributed in updates to all customers so that everyone is better protected.

Advanced Telemetry

The Microsoft Malware Protection Center maintains a global perspective on malware trends through an analysis of the data collected from a variety of sources. These sources include released products and technologies, such as Microsoft Forefront Server Security, the Malicious Software Removal Tool (MSRT), Windows Live OneCare, Hotmail, Microsoft Exchange Hosted Services, and other Microsoft protection technologies, as well as internal sources, such as our Product Support Services Security organization and other data-gathering tools.

Rapid Response

The Microsoft Malware Protection Center performs rigorous analysis on collected data through a combination of automation, security expertise, and testing processes to identify the latest malware threats. This approach involves significant investment in automation--automatic malware submission storage and retrieval, resolving of duplicate submissions, grouping of submissions, and prioritization of sample analysis--to efficiently use analyst resources and deliver rapid response. Microsoft delivers guidance to customers through an integrated communications approach with Product Support Services Security to respond quickly to customer issues and provide action-oriented guidance. Forefront Client Security customers who require immediate assistance on a malware submission are asked to contact Microsoft Product Support Services (PSS) by telephone at no charge. Once it is determined that malware may exist and a sample can be provided by the customer, it is submitted to Product Support Services and then provided to the Malware Protection Center for priority review and response. A response is defined as the analysis of the sample(s) submitted, determination, and (if warranted due to malware present) the delivery of a signature to the customer that is either from the beta signature set produced, or it is included in the delivery of a fully tested signature in the next upcoming broad signature release. Certified signature updates are provided 3 times per day.

Software Bugs

Forefront Client Security customers benefit from 24x7 Problem Resolution Support at no additional cost for software bugs:

E-mail Support – Customers can submit an unlimited number of bugs at no additional cost on the Microsoft Support site, 24 hours per day, 7 days a week.
Phone Support - Customers can submit product bugs they may encounter by phone 24 hours per day, 7 days a week at no additional cost. Call (800)-936-4900 in the U.S. or find the Microsoft Support phone number in your country on the Microsoft Support site.

General Technical Support

Forefront Client Security customers benefit from 24x7 Problem Resolution Support for general technical support incidents:

E-mail Support – Customers can submit an unlimited number of incidents at no additional cost on the Web via the electronic support site, 24 hours per day, 7 days a week utilizing their Software Assurance access ID.
Pay Per Incident Phone Support - Customers can request support for general technical incidents by phone 24 hours per day, 7 days a week and pay per incident.**

Call (800)-936-4900 in the U.S. or find the Microsoft Support phone number in your country on the Microsoft Support site and outlined hours for business and after hours support can be found at http://support.microsoft.com/gp/afterhours.**

Customers earn one complimentary phone incident with their Forefront Client Security subscription and they can earn additional incidents based on their total Software Assurance spent within the Server pool. To take advantage of these incidents, the customer will need to activate their Software Assurance benefits and provide their SA ID when they call in for support.

**After business hours phone support is intended to meet the needs of our customers with the most urgent issues and will be limited to business critical only issues. In some countries this support will be routed to an English speaking engineer. The customer may have the option of using Interpreter service if they prefer to speak in their local language. This model will enable customers with the most urgent needs to receive the most expeditious service and support available.

Software Assurance

One hundred percent of the amount you spend on Forefront Client Security counts toward the accumulation of Software Assurance Benefits in the Server Pool. For every $20,000 of Software Assurance spent in the Server Pool you can earn one additional support incident that you can use for general technical support.

Additional Support Options

Premier Support - You can sign Premier contracts which provide an additional level of support and benefits.
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