First published on TECHNET on Mar 24, 2009
On March 24, 2009 the Professional level “Enterprise Platforms Support” business at Microsoft will transition to a call-back model for all After Hours Professional support incidents in the United States and Canada. Below is a description of how to contact Microsoft customer service, as well as other relevant information regarding this change:
Why are we moving to a call-back model?
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To minimize the amount of time that customers spend on hold
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To enable the support incident to be routed to the correct resource, thus minimizing the incorrect routing of support incidents.
Below are the Service Level Agreements for Professional Level Cases:
EPS Professional Service Level Agreements – Business Hours
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Severity A - initial response < 2 hours for phone only. No Severity A for e-mail or online submission.
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Severity B - initial response < 4 business hours for phone and online submission. No Severity B for e-mail incidents.
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Severity C - initial response < 8 business hours for phone, e-mail and online submission.
EPS Professional After Hours Support
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Severity A - Initial response < 2 hours for phone only. No Severity A for e-mail or online submission.
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Severity B - Call back will be made in regular business hours
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Severity C - Call back will be made in regular business hours
Contacting Microsoft Product Support using Online Support Submissions
As an alternative to opening a support incident via phone, you can use our
Online Support Submissions
process.
For more information on this change, please refer to the following web page on the Microsoft Support site:
Professional Support Options and Phone Numbers
For more information on contacting Microsoft Product Support, please refer to the following resources:
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CC Hameed
