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Microsoft Software Assurance

24x7 Problem Resolution Support

Keep your organization up and running and help your staff reduce downtime for problem resolution with 24x7 Problem Resolution Support.

24x7 Problem Resolution Support provides phone support 24 hours a day, seven days a week. This direct connection to Microsoft anytime a support need arises—for any product—can help your organization lower support costs and free up IT resources for strategic initiatives.

This benefit offers your organization:

Support 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 servers, Microsoft Windows operating systems, and Microsoft Office system products and editions—even if the specific license requiring support does not have Software Assurance coverage.
Unlimited online support. You get Web support during business hours for all Standard and Enterprise edition server products that are covered by Software Assurance.

Additional Value for Premier Support Customers
Get more business value from your Software Assurance investment and enable higher IT productivity with Microsoft Services Premier Support. This comprehensive, flexible support service is designed to meet your most complex support needs.
You can choose to convert Software Assurance 24x7 Problem Resolution Support incidents to Premier Problem Resolution Support hours or incidents. By doing so, you receive a higher level of support that includes faster response and managed incident escalation that can help increase IT productivity within your organization.
As a Premier Support customer, you have access to comprehensive support resources, including:
- A designated personal Technical Account Manager (on-site support available at no extra cost).
- Preventive planning, infrastructure support, assistance, and workshops.
- Services—such as code and supportability reviews, health checks, knowledge transfer workshops, and root cause analysis—that can help you maximize the productive use of software.

Support incidents are based on qualified Software Assurance investments. For example, you may receive:

One phone incident for every US$200,000 spent on Software Assurance in the Systems and Applications pools for Microsoft Office applications and Windows client.
One phone support incident for every $20,000 spent on Server and Client Access License (CAL) Software Assurance.
A complimentary phone incident for Enterprise or Select enrollment or an Open Value agreement with at least one Server license covered by Software Assurance.
Unlimited Web support for all Standard and Enterprise Editions of server software products that are covered by Software Assurance. ⁽¹⁾

Premier customers can transfer their Software Assurance incident to their Premier contacts. ⁽²⁾

The following Volume Licensing programs are eligible for this benefit:

Open License
Select License
Select Plus
Open Value
Open Value Company-Wide/Subscription
Select License with Software Assurance Membership
Select Plus with Software Assurance Membership
Enterprise Agreement/Subscription

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

Find out how to open a Software Assurance problem resolution request

⁽¹⁾ 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.

⁽²⁾ 224x7 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.

Steps for the Notices Contact:

Sign the Microsoft Volume License Agreement.
Microsoft will send you a welcome e-mail message that introduces you to Microsoft Volume License Services (MVLS).
Go to the Microsoft Volume License Services Web site.
Click the Sign In button. On the next screen, enter your Windows Live ID credentials. If you do not have a Windows Live ID, click Sign Up Now and follow the instructions on your screen to obtain an ID.
Create an MVLS account.
Assign a Benefits Administrator(s) to manage Software Assurance benefits (see table above for suggestions as to who in your organization to designate). Microsoft will send a welcome e-mail message to the Benefits Administrator(s).
After the Benefits Administrator(s) registers on MVLS, assign permissions to manage specific Software Assurance benefits.

Steps for the Benefits Administrator:

Ensure that you have administrative rights to activate this benefit, or contact your Notices Contact.
Go to the Microsoft Volume License Services Web site.
Click the Sign In button. On the next screen, enter your Windows Live ID credentials. If you do not have a Windows Live ID, click Sign Up Now and follow the instructions on your screen to obtain an ID.
Click on the Software Assurance link. This will take you to the Software Assurance Benefits Summary page.
Click on 24x7 Problem Resolution Support.
On the next screen, review the Terms and Conditions, then enter your name and click "I Accept" to accept.
Set up a list of users approved to submit support incidents.
Promote this benefit to your IT staff and Help Desk. Refer to the Promote section for more information.