Microsoft Online Concierge FAQ

1.  

   When is the Microsoft Online Concierge available?

   The Microsoft Online Concierge is available 24 hours a day, seven days a week, except US holidays.

2. Who is eligible to use the Microsoft Online Concierge service?

   The Online Concierge service is available to any visitor to the Microsoft Member Services Center who has a question about licensing, program, and/or product information.

3. What is the Microsoft Online Concierge?

   A one-to-one Web-based chat session between you and a Microsoft Online Concierge agent.

4. What kind of assistance can I get with this service?

   The Microsoft Online Concierge is free to you and designed to help you access self-help resources and provide answers to your basic technical questions, like product requirements, simple break fixes, tips on product features and 'how-to's. However, if it is determined during the chat session, that you need additional technical support, you may be directed to a more appropriate support service, such as the managed newsgroups or the phone-based support, where there may be associated costs, available to all Microsoft customers. Examples of technical issues that may go beyond our chat agents service level are more complicated operating system, or server software issues or if need help in set up and configuration of any Microsoft software.

5. Do I have to pay for assistance through the Microsoft Online Concierge?

   Light technical assistance through the Microsoft Online Concierge service is free. However, if you require more in-depth technical support services than the Online Concierge can provide, there may be associated costs. The Microsoft Online Concierge agent will guide you to the appropriate Web- or phone-based support.

6. What benefit is there for me in using the Microsoft Online Concierge?

   We believe that it is valuable to provide an interactive resource that will provide you with access to no-charge services on our site.

7. Can I ask technical questions using the Microsoft Online Concierge?

   The Microsoft Online Concierge is designed to help you access self-help resources and provide answers to your technical questions. If determined during the chat session, that you need additional technical support, you may be directed to a more appropriate support service, such as the managed newsgroups or the phone-based support available to all Microsoft customers.

8. How often may I use the Microsoft Online Concierge?

   There are currently no limits to your usage of this service.

9. Will I have to wait a long time for a response?

   Unlike the newsgroups and e-mail support, you should receive a response from the Support Advisor within minutes. Our goal is to keep our customers’ wait time below five minutes. Therefore, during hours of peak operation, you may be asked to try the service at a later time.

10. What is the difference between the Microsoft Online Concierge and other chat-based support services offered by Microsoft?

    The primary difference is that the Microsoft Online Concierge service is available as a benefit through the Microsoft Member Services Center, and guides you to resources and information related to the Microsoft Web site.

11. Which products are supported by the Microsoft Online Concierge?

    Windows Desktop (Internet Explorer, Outlook Express and Windows Media Player), Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Publisher and Business Contact Manager), and Microsoft Windows Server (Small Business Server, Exchange Server, SQL Server, ISA Server, SharePoint and FrontPage) are all supported through the Online Concierge.

12. Is the Microsoft Online Concierge available on holidays?

    No, the Microsoft Online Concierge will not be available during US holidays.

13. I am not a native English speaker; can I participate in my native tongue?

    Although the Microsoft Online Concierge is available to all Microsoft customers, we are only supporting the English language.