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Microsoft Forefront Server Security Management Console 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 Microsoft Support site, 24 hours per day, 7 days a week. Please note that customers must activate* their Microsoft Software Assurance (SA) benefits that come with their Forefront Server Security Management Console product subscription prior to submitting e-mail incidents.
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 United States or find the Microsoft Support phone number in your country on the Microsoft Support site. Customers earn one complimentary phone incident with their Forefront Server Security Management Console subscription, and they can earn additional incidents based on their total Software Assurance spent within the Microsoft Server pool. Again, customers must activate* their SA benefits that come with their Forefront Server Security Management Console subscription in order to receive their phone support benefits. When earned incidents are depleted, customers will move to the pay-per-incident model for phone support.
One hundred percent of the amount you spend on Forefront Server Security Management Console 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.
Premier Support: You can sign Premier Support contracts that provide an additional level of support and benefits.
* To activate SA benefits, go to http://Licensing.microsoft.com and log in with your agreement number and Passport ID. Under Software Assurance Benefits, click on “24x7 Problem Resolution 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 issues only. In some countries this support will be routed to an English speaking engineer. The customer may have the option of using an 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.
Support Options
