Software Assurance support benefit is retired

This benefit was retired in February 2023

Software Assurance 24x7 Problem Resolution Support benefit

Update February 1, 2023

This benefit is fully retired and no longer available through Software Assurance.

April 8, 2022

At Microsoft, customers come first. We created Software Assurance to provide access to new versions of software products at no additional cost to committed customers, along with additional benefits for deploying and managing Microsoft products. We’ve added and removed additional benefits over the years to keep up with IT needs and trends. In 2019, we announced changes coming to the Software Assurance 24x7 Problem Resolution Support benefit, and we have an update on the revised plan for those changes. We will fully retire the 24x7 Problem Resolution Support benefit from Software Assurance for all customers effective February 1, 2023.

As our support offerings adapt to increasing cloud adoption and digital transformation, Unified Support has become the predominant way customers are covering their Microsoft portfolios. Because Unified Support offers a comprehensive and flexible foundation for Microsoft solutions, this is the best way for Microsoft to meet customers’ support needs. With an Enterprise Support contract, you have one contract to meet all your support needs, including cloud services not covered by the Software Assurance benefit.

What this means for you:

New Software Assurance 24x7 Problem Resolution Support incidents won’t be allocated starting February 1, 2023.
Your current Software Assurance 24x7 Problem Resolution Support incidents can be used or transferred to a Microsoft Support contract before February 1, 2023. Unused incidents will not be available starting February 1, 2023.

Microsoft is committed to working with you throughout this transition to support your success following the retirement of the Software Assurance 24x7 Problem Resolution Support benefit. If you have a Unified or Premier Support contract today, Microsoft will reach out to you as part of your support renewal to discuss your specific transition plan and next steps. In the meantime, you can continue to use your Software Assurance 24x7 Problem Resolution Support benefit toward eligible support contract renewal or services until the retirement of the benefit in February 2023.

Learn more about Microsoft Unified Support.