Software Assurance FAQ
Get answers to frequently asked questions about Software Assurance
- Install Windows Enterprise locally on any of the licensed user’s devices that are licensed for Windows 7/8/8.1/10 Pro, and any Windows tablet with a diagonal screen size less than or equal to 10.1 inches.
- Access Windows Enterprise across any of the licensed user’s devices with Virtual Desktop Infrastructure (VDI) and/or Windows To Go.*
- Utilize the Microsoft Desktop Optimization Pack (MDOP) across all the user's devices.
What’s changing with the Problem Resolution Support benefit?
We’re adjusting support eligibility criteria and changing support allocations beginning in the first half of 2023 to replace incident-based support with as-needed support and credit toward Unified Support. Software Assurance customers will no longer earn a limited number of support incidents based on spend, agreement type, and product(s) but instead will get as-needed support with a Software Assurance spend of $250,000 or more annually. The Software Assurance support provides business hours support with a 24-hour response time goal.
How do I get support through Software Assurance when the criteria change starts?
Starting in the first half of 2023, instead of converting unused support incidents, customers that spend more than $250,000 USD per year on Software Assurance will get basic support. Customers will also have the option to upgrade to Microsoft Unified Support and a credit if they choose to move to Microsoft Unified Support.
Customers that spend less than $250,000 USD per year on Software Assurance with no enterprise support agreement (Premier/Unified) will be directed to a partner for support or can purchase Professional Support incidents at support.microsoft.com.
What’s Unified Support?
Microsoft Unified Support offers comprehensive, 24x7 as-needed break-fix support with a response time of 1-hour or less for critical issues. With this support experience, customers gain a mix of personalized and on-demand services, including assistance from a designated Technical Account Manager (TAM), access to rich proactive services, and education and IT health assessments through the Services Hub. Learn more.
How many Software Assurance support incidents do I get with Software Assurance?
The number of support incidents vary by customer and are based on the type of Volume Licensing agreement and qualifying products. Review the Microsoft Product Terms, check your benefits, or contact your Microsoft Account Manager or Microsoft partner for more details.
- Initiate a Problem Resolution Support Incident at Microsoft Assisted Support.
- Initiate a problem resolution request through the Microsoft Support website. Although access to this electronic support site is available 24 hours a day, 7 days a week, electronic or web-based support responses will occur during business hours. As such, web-based support incidents should not be initiated for business-critical situations that require more immediate assistance.
- Your Software Assurance Access ID (SAID)
- The Product edition and version that shows the issue
- Contact information for the person who is authorized to use Software Assurance support benefits
You can convert Software Assurance Problem Resolution Support incidents to Premier Problem Resolution Support until sometime in the first half of 2023 by reserving the incidents for Premier through the VLSC and contacting your Technical Account Manager. The conversion ratio will depend on local Premier list prices and can vary by country/region.
Starting sometime in the first half of 2023, eligible customers with Problem Resolution Support incidents can get a credit toward a Unified Support contract.
When was E-Learning retired?
On November 1, 2018, Software Assurance E-Learning was replaced with Microsoft Learn.
Will there be an additional charge for end user training on Microsoft Learn?
No. Microsoft Learn is a free-of-charge way to learn about Microsoft products and services.
- Office 365 Subscription Offer: Special 30% discount on Office 365 Home or Office 365 Personal annual subscriptions.
- Project Professional 2019 Software Offer: $14.99 USD or local market equivalent for a license of Project Professional 2019.
- Visio Professional 2019 Software Offers: $14.99 USD or local market equivalent for a license of Visio Professional 2019.
- the month Microsoft makes licenses for that product available for ordering (on the Price List), or
- the month the product is available for download from the Volume Licensing Service Center (VLSC).
What’s changing with the Planning Services benefit?
Beginning in February 2020, we’re retiring the Planning Services benefit in Software Assurance. We’re consolidating our programmatic deployment planning assistance to a single approach, and Microsoft FastTrack is our primary implementation support offer. You can use FastTrack for Azure, Microsoft 365, and Dynamics 365 engagements.
Starting February 1, 2021, new Planning Services days will no longer be allocated. You can still use previously allocated days to create vouchers until June 30, 2021.
Cloud services engagements have been retired from Planning Services eligibility in favor of FastTrack deployments. Planning Services will be fully retired on January 1, 2022.
What is FastTrack?
Microsoft FastTrack can help you plan for and deploy our cloud solutions. FastTrack is for eligible customers when they are ready to plan and implement their full migration to cloud, and it provides end-to-end guidance built by Microsoft engineering. Eligible customers can use Microsoft FastTrack for deployment and planning requests for Azure, Microsoft 365, and Dynamics 365. Learn more about FastTrack.
Is there a cost for FastTrack support?
FastTrack is included in an eligible cloud subscription at no additional cost.
How many days of Planning Services will my organization receive?
The number of days and hours depends on the number of qualifying Office Application, Server, and Developer Tool licenses and the number of Core CAL suites, Enterprise CAL, and SQL CAL suites for which Software Assurance is acquired. Days earned across all software purchases are pooled and can be used on any of the Planning Services offerings regardless of the software type purchased.
What’s changing with training vouchers?
We’re retiring the Software Assurance training voucher benefit starting in February 2020, and training days will no longer be used to convert to planning services days. Starting February 1, 2021, new Training days will no longer be allocated. You can still use previously allocated days to create vouchers.
You can use training vouchers until January 2022, with the exception of Azure training, which was removed from the course catalog in February 2020. Training vouchers will be fully retired on January 1, 2022.
Is there an alternative to training vouchers?
We’re maintaining our commitment to instructor-led training, introducing role-based courses and advanced workload courseware, and introducing new certification. All of these are important for skilling our customers and partners. See Microsoft Learn or contact your Microsoft sales team for more information.
With the upcoming retirement of both deployment planning and training vouchers from Software Assurance, training days can no longer be converted to Planning Services days starting in February 2020.