Technical Support
Self-support
You can access a number of online resources for support. These include:
MSDN Forums
The MSDN Forums allow you to search a number of technical questions and answers that are categorized.
Blogs
Use the Microsoft Blogs list to find blogs about Microsoft technologies written by Microsoft employees. From these blogs, you can get insights and opinions about using (and creating!) Microsoft software.
Technical Chats
Microsoft hosts over 30 chats per month worldwide, so you can find an upcoming live chat now to get the answers you need from MS product groups, executives, and other experts.
Newsgroups
There are over 2,000 newsgroups dedicated to discussing Microsoft products. Locate the right one for your technical questions about the Microsoft products you use.
Search Knowledge Base
Search the Microsoft support Knowledge Base for specific answers to your queries.
Phone/Email-based Support
Microsoft provides support without any cost in the form of Airframe support and MSDN Support.
Airframe Support
Airframe support is available only to participants who are part of the Ascend and Touchdown programme for early adoption of new technologies. Airframe provides application development support only for new Microsoft technologies. There is no limit or quota (number of hours) for Airframe email support and escalations are handled by Premier support.
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To Access Airframe Support:
- Login to http://airframe.msdn.com
- On the ‘My Airframe’ page, click on the program name link under ‘Active Programs’, e.g. Vista Ascend
- Scroll down to ‘Active projects’
- Select ‘Open Support’ under the ‘Action’ Column
- Fill-In ‘Support Request’ form & press ‘Save’
- View/Edit SR under ‘Support Request’ section at the bottom of program page.
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MSDN Support
MSDN support is applicable only for development issues. MSDN provides only incident support and the number of incident supports you are eligible for depends on the developer license you have. See the table below for more details. The support is available only during business hours and is serviced by Microsoft Global Technology Support Center – Shanghai.
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To Access MSDN Support
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| MSDN License |
Microsoft Professional
Support Incidents |
Visual Studio 2005 Team Suite |
4 |
Visual Studio 2005 Team Edition for Software Architects |
4 |
Visual Studio 2005 Team Edition for Software Developers |
4 |
| Visual Studio 2005 Team Edition for Software Testers |
4 |
| Visual Studio Professional with MSDN premium |
4 |
| Visual Studio Professional with MSDN professional |
2 |
| MSDN Operating Systems |
2 |
Microsoft Partner Program Support
ISV Advisory Service
ISV Advisory Service include:
- Development Advice
- Best practice recommendations
- Ad-hoc development advice
- Code Samples
- Demonstrating how to use or access Microsoft technologies
- Feature/function call sequence demonstration
- Limited Scope Reviews
- Architecture reviews
- Application design reviews
- Code reviews
- Workshops and Tech-Talks
- Delivered via Microsoft Live Meeting
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To Access Advisory Services
- Send an email describing the issue you are facing along with your company name and Partner id to: indiaisv@microsoft.com
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MSPP Support
Registered Partners who are part of the Microsoft Empower Program for ISVs, Microsoft Certified Partners and Microsoft Gold Certified Partners are eligible for different levels of support. The eligibility is listed below.
| Microsoft Program Program |
Benefits |
Microsoft Empower Program for ISVs (Registered Partners) |
10 Hours of ISV Advisory service |
Microsoft Certified Partners with in the ISV/Software Solution Competency |
15 Hours of ISV Advisory service + 5 MSDN incidents |
Microsoft Gold Certified Partners within the ISV/Software Solution Competency* |
20 Hours of ISV Advisory service + 10 MSDN incidents |
Development Production Support (Paid)
Paid Development support is available in the form of Premier Support and Incident support.
Premier Support
Premier support has 4 categories of service:
- Services (Account) Management
- Problem Resolution (Break/Fix incidents)
- Consulting & Workshops (Proactive hours)
- Info Services (on-line)
In order to avail of these services one needs to purchase Partner Advantage Plans:
1. Standard Plan: (Minimum purchase 140 hours)
- Designed to meet basic support needs of partners
- Fixed-price, pre-packaged service plan
- Phone-based, pooled support resources
- Access to Microsoft technical experts and online resources for problem resolution, support and limited consulting services
2. Plus Plan: (Minimum purchase 140 hours)
- Designed for partners with complex support needs
- Comprehensive, fully customizable service plan
- Designated support resource handles service issues by phone or in person
- Access to Microsoft technical experts and online resources for problem resolution, support and custom consulting services
Incident Support
- Available as a single incident or packs of 3/5
- Can be purchased through Cheque or Credit Card
- 24x7 incidents available for twice the price of a normal incident
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To purchase paid support
- Call toll free at 1800-419-5666
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