24x7 Problem Resolution Support

Published: September 9, 2005 | Updated: April 4, 2008


Software Assurance Benefit, 24x7 Problem Resolution Support

 

24x7 Problem Resolution Support is designed to help your IT staff reduce downtime for problem resolution, thereby lowering support costs and freeing up IT resources to deploy additional projects. This Microsoft Software Assurance benefit provides phone support 24 hours a day, 7 days a week. A comprehensive support offering, 24x7 Problem Resolution Support gives you the peace of mind of a direct connection to Microsoft any time a support need arises for any product1.

Features

24x7 Problem Resolution Support offers the following benefits:

  • Support during business hours 24 hours a day, 7 days a week. You get around-the-clock phone support for business-critical issues. The number of phone incidents available depends on your Software Assurance investment.

  • Extended product support coverage. You get phone support for all Microsoft server, Microsoft Windows, and Microsoft Office system products and editions1, even if the specific license requiring support does not have Software Assurance coverage.

  • Unlimited online support. You get Web support during business hours2 for all Standard and Enterprise edition server products covered by Software Assurance.

  • Additional value for Premier customers. Premier customers have the option to transfer phone incidents earned through Software Assurance to Premier Support. Premier Support provides you with a higher level of support that includes faster response times and managed incident escalation, enabling increased IT productivity within your organization.
    Learn more about Premier Support

Two types of incident awards are available:

  • Complimentary incident for server coverage. The complimentary incident is awarded under Enterprise and Select agreements, and under an Open Value agreement that has Software Assurance coverage on at least one qualifying server software product.

  • Incidents based on Software Assurance investment. You can earn support incidents based on the amount you spend on Software Assurance for server and desktop coverage under qualifying agreements.

 

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Eligibility

Support incidents that are based on Software Assurance investment are available under a qualifying Select or Enterprise agreement, an Open Value agreement, or an Open License authorization number. You receive one phone incident for every US$200,000 you spend on Software Assurance in the Systems and Applications pools for Microsoft Office applications and Windows client. You receive one phone support incident for every $20,000 you spend on server and Client Access License (CAL) Software Assurance. Additionally, a complimentary phone incident is awarded to customers who have at least one server license covered by Software Assurance, and unlimited Web support is included for all servers covered by Software Assurance3. Premier customers can transfer their Software Assurance incident to their Premier contacts4.

The following Volume Licensing programs are eligible for this benefit:

  • Open License

  • Open Value

  • Open Value Company-wide

  • Open Value Subscription

  • Select License

  • Select License Software Assurance Membership

  • Enterprise Agreement

  • Enterprise Subscription Agreement

Note The amounts given are in U.S. dollars; amounts vary depending on currency. Benefits entitlements for government and commercial offerings are identical.

 

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Getting Started

The 24x7 Problem Resolution Support benefit offers easy access to Microsoft for support. Your IT team simply needs to know your contact number and Software Assurance ID number to get started solving technical problems, at any time of the day. IT professionals can focus on resolving technical issues instead of spending valuable time tracking down eligibility information or finding out which Microsoft products are covered.

To access your benefit, call Support Customer Care at (800) 936-3500 (United States and Canada only). For support outside the United States and Canada, you can find contact information for your region on the international Help and Support Web site.

Go to the international Help and Support site

Find out how to open a Software Assurance problem resolution request

Learn more about Software Assurance support options and transferring incidents to Premier Support

 

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Learn More

Benefits Comparison Chart

View a table listing the Microsoft Volume Licensing programs eligible for this and other Software Assurance benefits.

How to Activate Benefits

Learn how to activate Software Assurance benefits.

How to Get Software Assurance

Find out how to get Software Assurance.

Case Studies

Read real-life examples of how other businesses are deriving value from their Software Assurance benefits.

 

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1. Products available through Volume Licensing and that are currently in Mainstream Support as set forth in the Microsoft Support Lifecycle Policy are eligible for 24x7 Problem Resolution Support. Product eligibility for phone support is tied to the availability of the Software Assurance offering for that product. Prior versions of products that are currently in Mainstream Support that customers choose to use instead of the current licensed version are also eligible. Developer Edition of all servers, home and entertainment products, and products that give customers Microsoft Developer Network as their Software Assurance benefit are excluded.

2. Business hours may vary by country or region. For more information, contact the Microsoft Volume Licensing Site support center for your country or region.

3. Not applicable to Open License customers. Web support is for low severity (Severity C) cases only. Any call-back by phone will be deducted from your Software Assurance or Premier incident balance.

4. 24x7 Problem Resolution Support is for high severity (Severity A) cases only. Default language after business hours is English. Translation services will be used where available. Software Assurance incidents are eligible to be exchanged for Premier incidents on a case-by-case basis. Transfer incidents for Premier Problem Resolution hours will be allowed. The conversion ratio depends on local Premier list price and varies by country or region.