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Microsoft Support Offerings Overview

®
Services Unleash Potential
Microsoft provides a variety of assisted support services to meet your requirements, from resolving a product
issue at home, searching for technical expertise at work or developing product solutions.

You will get to What support offerings you are entitled to by purchasing Microsoft genuine
products?

know... What support offerings you are entitled to by participating in Microsoft


marketing programs?

What support offerings you are entitled to through paid Microsoft


technical support, consulting services and Windows live/MSN?
What support offerings you are entitled to by purchasing Microsoft genuine products?

OEM/COEM Users
(Original Equipment Manufacturer/Commercial Original Equipment
Manufacturer) Full Package Product/Windows Genuine Advantage/Office Genuine Advantage Volume Licensing Microsoft Dynamics

Microsoft Genuine Software Users

• Free, unlimited personal support for security/virus/malware issues during mainstream support phase
• Free, unlimited personal or professional support for Microsoft Update issues during mainstream support phase Microsoft Dynamics
• Online self-help resources: Knowledge Base and Fix-It Solutions CustomerSource: https://mbs.
• Microsoft Technical Communities (http://www.microsoft.com/communities/default.mspx) microsoft.com/customersource
• Customers can receive support through purchasing paid support or participating in Microsoft programs. Please refer to Page 4 and 5 for more details

All products except Windows Mobile/Embedded, Hardware and Dynamics


No charge, unlimited personal or professional support for Installation/un-installation issues during mainstream support phase

Consumer Products (Desktop Windows Mobile Phones and Consumer Products Server Development Tools Hardware Home, Games & Entertainment All Software Products Microsoft Business Solutions
applications, Platforms Desktop) Embedded System (Desktop applications, such as SQL, such as Visual such as Mouse and Keyboard, etc such as Encarta 2008, Money such as Dynamics CRM,NAV etc.
and Servers such as HTC and AT&T pocket Platforms Desktop) Exchange, Studio, Visual Basic, 2008, Xbox,
Pre-installed desktop and PC, etc. such as Windows 7, Office SharePoint Server, etc. Halo 3, etc.
notebooks, such as Lenovo and 2007 Standard Edition, Project Server, etc.
Dell etc. etc.

Please note that if your software Please note that if your 90 days with unlimited Customers Customers Assisted Support Services: 90 days 90 days with unlimited Customers can receive Customers can apply for
was pre-installed on your software was pre-installed Personal support from can receive can receive unlimited personal support from personal support from support through Business Ready Enhancement
computer, your supplier may be on your phone or system, product activation for support through support through first incident is only for software,i. first inciden is only for purchasing paid support Plan to receive a variety of
the most appropriate resource for your supplier may be the Windows Vista and purchasing purchasing e.installation and configuration software, i.e.installation and or participating in support and service options,
technical support. Please contact most appropriate resource Windows 7 paid support or paid support or issues configuration issues Microsoft Program. including product release,
your computer manufacturer for technical support. Please participating participating service packs, hot fixes and
directly to determine the level contact your manufacturer 90 days with unlimited in Microsoft in Microsoft Hardware Warranty: The warranty Xbox: 1 year from date of For Software Assurance tax and regulatory updates,
of support available for your directly to determine what personal support from Program. Program. period between 90 days to 5 years, purchase, or 3 years if the Program, please visit the have customer source access,
product. For a list of computer level of support is available first incident for the depending on product. Warranty issue is the 3 flashing red site for details: unlimited online training,
manufacturers with contact for your product. 2007 Microsoft Office Period stated for the applicable lights on the Ring of Light. http://www.microsoft. transition investment credit
information, visit site: system hardware device will substantially Accessories have 90 days com/licensing/ and support incidents etc.
http://support.microsoft.com/gp/ conform with the accompanying from date of purchase as Please visit the site for more
oemphone Microsoft packaging and you may well. Please vist the site for details:
also visit the link below to check more detail: http://support. http://www.microsoft.com/
the Warranty Period: xbox.com/support/en/us/nxe/ dynamics/support/default.
http://www.microsoft.com/ hardware/warranty/warranty/ mspx
hardware/support/default.mspx ProductWarranty.aspx

Hotline
Please visit: http://www.microsoft.com/asia/css/aboutus/contactus.mspx to find the location and the according phone number

Online Submission
Technical Issues: http://support.microsoft.com/gp/assistsupport
Non-Technical Issues: http://support.microsoft.com/contactus/cu_sc_more_master?ws=support#tab1, click the link 'E-mail Customer Service'

All above supports are provided during regular business hours except special mentions. 3
Please visit Microsoft support site for details: http://support.microsoft.com
What support offerings you are entitled to by participating in Microsoft marketing programs?

Microsoft Partner Program MSDN TechNet Software Assurance

All software products All software products All software products All software products

Free, unlimited online technical support as one of the benifits Free, unlimited online technical support and limited Free, unlimited online technical support and limited Limited free support Incidents as one of the benifits
under the Microsoft Partner Program Benefit support incidents are one of the benifits under Microsoft support incidents as one of the benifits under Microsoft under Software Assurance program benefits.
MSDN program benefits. TechNet program benefits.
For more information, please visit the MSPP website: For more information on Service Agreement (SA),
https://partner.microsoft.com or follow the link to download Please visit the following link to know more about Please visit the following link to know more about please visit http://www.microsoft.com/licensing/sa/
the handbook for Microsoft® Partner Network™ Portfolio of your entitlements to free telephone or online support your entitlements to free telephone or online support default.mspx; and you can check your entitlements to
Services: incidents: incidents: no-charge incidents at https://licensing.microsoft.com
http://www.microsoft.com/asia/css/service-support/Proactive- http://msdn.microsoft.com/en-us/default.aspx http://technet.microsoft.com/en-us/default.aspx
Services/default.mspx

Desktop Application: i.e.Windows, Office


Servers: i.e.SQL, Exchange, SharePoint Server, Project Server
Developer: i.e. Visual Studio, Visual Basic

Hotline
Please visit: http://www.microsoft.com/asia/css/aboutus/
Hotline
contactus.mspx to find the location and the phone number
Please visit: http://www.microsoft.com/asia/css/aboutus/contactus.mspx to find the location and the according phone number
Technical Issues: http://support.microsoft.com/gp/assistsupport
Technical Issues: http://support.microsoft.com/gp/assistsupport
Non-Technical Issues: http://support.microsoft.com/contactus/
Non-Technical Issues: http://support.microsoft.com/contactus/cu_sc_more_master?ws=support#tab1, click the link 'E-mail Customer Service'
cu_sc_more_master?ws=support#tab1, click the link 'E-mail
Customer Service'

All above supports are provided during regular business hours except special mentions. 4
Please visit Microsoft support site for details: http://support.microsoft.com
What support offerings you are entitled to through paid Microsoft technical support, consulting services and Windows live/MSN?

Paid Professional
Paid Personal Support Support Premier Service Windows Live/MSN

Consumer Products All Software Products Windows Live Products

Windows Vista Home Edition, Office Desktop Application: i.e. Windows, Office Windows Live Messenger, Hotmail, Skydriver, Photo Gallery,MSN
2007 Standard Edition Servers: i.e. SQL, Exchange, SharePoint Server, Project Server Mobile etc.
Developer: i.e. Visual Studio, Visual Basic, Dynamics

Personal Pay-Per-Incident: Incident Professional Pay-Per-Incident: Incident Premier Foundation, Premier Standard, Premier Plus and Premier Ultimate Only email support is provided for Windows Live Standard Services.
support through email or phone Support through email or phone during Premier Offering includes 7x24 proactive and reactive field service aimed at helping Customers can visit http://specials.msn.com/MSNHelp.aspx or
during regular business hours regular business hours customers minimize the risks of IT environment and maximize their return on Help Topics of relevant (online) products for detailed information
After hours support Pay-Per-Incident: investment on using Microsoft products. Please refer to the detailed information with
Phone Incident Support after hours the Premier contract or contact your Technical Account Manager. You can also obtain a
detailed services catalog from your Technical Account Manager.

For more information, please visit: http://www.microsoft.com/microsoftservices/en/us/


support_premier.aspx

Hotline
Please visit: http://www.microsoft.com/asia/css/aboutus/contactus.mspx to find the Microsoft Premier Online:
Live standard service online submission: http://support.live.com
location and the phone number https://premier.microsoft.com/
MSN Mobile please visit http://mobile.msn.com.cn/Help_Center.
Technical Issues: http://support.microsoft.com/gp/assistsupport Microsoft Premier Hotline: please refer to the contact information in the Premier
Non-Technical Issues: http://support.microsoft.com/contactus/cu_sc_more_ aspx
contract or contact your Technical Account Manager
master?ws=support#tab1, click the link 'E-mail Customer Service'

All above supports are provided during regular business hours except special mentions. 5
Please visit Microsoft support site for details: http://support.microsoft.com
Service and Support Glossary
Personal Level Support Professional Level Support Premier Level Support Incident Mainstream Support Phase

Microsoft Personal Support provides remote Microsoft Professional Support is a problem Microsoft Services is a customizable support An incident is defined as a single support issue Mainstream Support Phase is the first phase of the
support to consumers, home users, home office resolution interaction between Microsoft and offering designed to help customers optimize and the commercially reasonable effort needed product support lifecycle and Mainstream Support
and small-business customers using Microsoft IT professionals and/or partner involved in the IT efficiency and maximize the benefit of their to resolve it. A single support issue is a problem includes:
desktop and consumer products in stand-alone or development, deployment and management Microsoft technology solution. With Premier that cannot be broken down into subordinate • Incident support (no-charge incident support,
simple network environments. of Microsoft software solutions in commercial Support, customers have access to support problems. If a problem consists of subordinate paid incident support, support charged on an
environments. assistance, problem resolution support, workshops, problems, each shall be considered a separate hourly basis, support for warranty claims)
Pre-sales support is not available through this and a comprehensive suite of online information incident. Before Microsoft provides support for an • Security update support
service. Pre-sales enquiries should be directed to Professional Support is a incident based support services including Microsoft Premier Online. incident, you and the Microsoft designated Support • The ability to request non-security hotfixes
the Microsoft Sales Information Centre. and Professional Support incidents include Tailored to your company's specific business Professional must agree on what the problem is • Through Microsoft Support Lifecycle policy,
problems that are associated with software and needs, Microsoft Services brings the knowledge and the parameters for an acceptable solution. An
On-site support is not available through this service. hardware development, network connectivity, of Microsoft experts directly to you, helping to incident may require multiple phone calls and off- Microsoft will offer a minimum of:
server-based technologies and business-critical identify and resolve IT issues proactively, while line research to resolve it. A Microsoft product bug • 10 years of support (5 years Mainstream
systems. Incidents can also include problems that backing your business with direct Microsoft is not considered a fee-based incident. Support and 5 years Extended Support) at the
are associated with configuration and deployment support 24 hours a day, 7 days a week. All support supported service pack level for Business and
of business workstations and servers. and resources are maintained and managed by a Developer products
Technical Account Manager who understands your • 5 years Mainstream Support at the supported
On-site support is not available through this service. business needs and will help shape the support service pack level for Consumer/Hardware/
package to best meet your goals. Multimedia products

Microsoft Services provides a variety of support Please visit http://support.microsoft.com/lifecycle/


levels to meet the needs of your business including for more details.
Premier Foundation, Premier Standard, Premier
Plus and Premier Ultimate etc.

To know more about our support capability and landscape, please visit our website: www.microsoft.com/asia/css

Last Updated: September 2009


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