On March 9th, 2009 the Professional level "Enterprise Communications Support" business at Microsoft will transition to a call-back model for all Professional support incidents in the United States and Canada. Professional Support is provided to customers who pay per-incident or buy a five pack of support incidents. This does not include customers with Premier Support. The move to a call-back model is for Professional support for Microsoft Exchange Server. Below is a description of how to contact Microsoft customer service, as well as other relevant information regarding this change:
Why is Microsoft Enterprise Communications Professional Business moving to Callback Model? You can submit a support request via phone by calling 800-936-4900. Once your support incident is created, the case will be routed to the appropriate support team and you will receive a call from a support engineer. The response time is based on the severity of the incident. During business hours (Monday - Friday, 6:00 am - 6:00 PM Pacific Time), the cost is $259. If you need to work with a support engineer outside of these hours, the cost is $515. Please note that you can open a support incident via phone at any time. The after-hours rate only applies if you need to work with a support engineer during non-business hours. This information is also outlined on the Microsoft Help and Support site. As an alternative to opening a support incident via phone, you can use our Online Support Submissions process. As with our Phone support offering, this is a call-back model also, and the response time is based on the incident severity. At this time, Online Support Submissions call-backs are only available during business hours (Monday - Friday, 6:00 am - 6:00 PM Pacific Time), and the cost of a support incident is $259.
For more information on contacting Microsoft Product Support, please refer to the following resources:
Contacting Microsoft Product Support by Phone
Contacting Microsoft Product Support using Online Support Submissions
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