Microsoft KB Archive/101431

INF: Support Policies for Win NT/MS Advanced Systems Products PSS ID Number: Q101431 Article last modified on 08-17-1993 PSS database name: PRESS

WINDOWS

Summary:

The following support services are available from Microsoft beginning July 1, 1993 for Microsoft Advanced Systems products, including Microsoft Mail Server and its gateways, SQL Server, LAN Manager, and SNA Server. These options will also be available for Windows NT and Windows NT Advanced Server at product release.

NOTE: These policies do not apply to Advanced Systems development and development tools.

= ELECTRONIC SERVICES =

Microsoft Forums
These forums are provided through the CompuServe Information Service, (800) 848-8199, representative 230 (sales information only). Access is available 7 days a week, 24 hours a day, including holidays. PSS responds from 6 A.M. to 6 P.M., Pacific time, Monday-Friday (excluding holidays) unless otherwise noted.

These forums enable an interactive technical dialogue between users as well as remote access to the Microsoft Knowledge Base of product information, which is updated daily. These forums are monitored by Microsoft support engineers for technical accuracy. If you are already a subscriber, type GO at any ! prompt.

WINNT Microsoft Windows NT support (available at product release) MSSQL Support for Microsoft SQL Server MSWRKGRP Microsoft Mail MSNETWORKS Microsoft LAN Manager support MSAPP Support for Microsoft applications MSWIN32 Information on Win32 MSDR Development-related discussion forum WINEXT Support for extensions and drivers for Windows WINSDK Support for Microsoft Windows Software Development Kit

Microsoft Download Service
Use the Microsoft Download Service (MSDL) to access the latest technical notes on common advanced system products support issues via modem. MSDL is at (206) 936-6735, available 7 days a week, 24 hours a day, including holidays (1200, 2400, or 9600 baud; no parity, 8 data bits, 1 stop bit).

Internet (available at product release)
Use the Internet to access the Windows NT Driver Library and Windows NT Knowledge Base. The Microsoft Windows NT Internet FTP archive host gowinnt.microsoft.com, supports anonymous login. When logging in as anonymous, please offer your complete e-mail name as your password.

= TELEPHONE SUPPORT =

Microsoft FastTips
An interactive, automated system providing support at no charge through toll lines and accessed by touch-tone phone. FastTips provides fast access to answers to common questions and a library of technical notes delivered by phone recording or fax. FastTips is available 7 days a week, 24 hours a day, including holidays.

Microsoft Windows NT (206) 635-7245 (available at product release) Microsoft Mail (206) 635-7009

Startup and Ongoing Support
Get technical support from a Microsoft engineer. Microsoft offers pay-as-you-go telephone support from a Microsoft engineer, available 7 days a week, 24 hours a day, except holidays. Choose from these options:


 * Per call: Dial(900) 555-2100. $150.00 per incident. Charges appear on your telephone bill. (available 7/1/93)
 * Per call: Dial (206) 635-7022. $150.00 per incident. Charges billed to your Visa, Master Card, or American Express. 5-pack: Five telephone calls for $750 prepaid.

Special Introductory Offer for No-Charge Support for Microsoft Windows NT(available at product release) ——————————————————

Microsoft will provide you telephone support for Windows NT installation and setup issues at no charge, via a toll line, for 30 days. The 30-day period begins the day of your first call. This service is available between 6:00 A.M. and 6:00 P.M. Pacific Time, Monday through Friday (except holidays). This offer is not available for Windows NT Advanced Server, and is applicable in the United States only.

TT (Text Telephone)
Deaf and hard-of-hearing access to the same phone support provided for all Microsoft products and support levels, using a special TT modem, dial (206) 635-4948. Available Monday through Friday, 6 A.M. to 6 P.M., Pacific time, excluding holidays.

= ANNUAL PLANS =

Microsoft offers two levels of fee-based priority support, Professional and Premier, for Commercial Developers, Major Accounts, and OEMs who need more extensive support.

Professional Networking Support
Professional Support provides priority access to high-level support from Microsoft support engineers and includes unlimited telephone and electronic service requests for one contact. We guarantee response or updates on all service requests within 24 hours of receipt by Microsoft, with a guaranteed maximum of one hour in production server- down situations throughout the business week (Monday-Friday). Support is available 7 days a week, 24 hours a day.

Premier Networking Support
Premier Support is the highest level of technical support available from Microsoft. Premier Support provides a one-to-one relationship with a Technical Account Manager (TAM), who is assigned to the client’s account and is charged with understanding the client’s support issues, architecture, hardware configurations, and other issues. Premier support includes unlimited telephone and electronic service requests for 4 contacts. We guarantee response or updates on all service requests within 4 hours of receipt by Microsoft, with a guaranteed maximum of one hour in production server-down situations throughout the business week (Monday-Friday). Support is available 7 days a week, 24 hours a day.

= Additional Information =

For additional information about Microsoft support options or for a list of Microsoft Solution Providers, call Microsoft Inside Sales at (800) 227-4679, Monday through Friday, 6:30 A.M. to 5:30 P.M., Pacific time, excluding holidays.

This list includes only domestic support programs. Microsoft’s customer support services are subject to Microsoft’s then-current price, terms, and conditions.

Copyright Microsoft Corporation 1993.