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Microsoft KB Archive/108102

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Microsoft Support Network (MSN) Brochure PSS ID Number: Q108102 Article last modified on 10-17-1994 PSS database name: MSN

Microsoft Support Network

Delivering what customers need most–the right answers, right now– Microsoft introduces the new Microsoft Support Network. It offers a selection of high-quality technical support options that makes it even easier for you to get your job done using Microsoft products.

Microsoft Support Network

Over the years, Microsoft has provided technical support to millions of users. We ve been listening to you and have learned that as you build business solutions around Microsoft products, the one-size-fits-all approach to technical support no longer works. You ve told us that you need the flexibility to choose the technical support that s right for your individual needs. And you want the right answers, right now. So we created the Microsoft Support Network. This completely new way to receive support from Microsoft offers around-the-clock coverage on all our products and makes it easy for you to select, access, and use the support you need to get the most out of your Microsoft products. Our highly trained technical support engineers are dedicated to helping you get the most out of your Microsoft products. They are committed to giving you what you need most -the right answers, right now.

Support Options

Different users want different support choices. So the Microsoft Support Network is organized into four levels of support options: - Electronic Information Services - Standard Support - Priority Support - Premier Support Depending on which option you choose, you can enjoy: - No-charge telephone support via a toll call - Access to Microsoft support 24 hours a day, 7 days a week (24x7) - Expanded Electronic Information Services - Priority access to Microsoft support engineers - 800-number access and business-to-business 900-number access - Annual or per-incident options - Personalized support

Product Clusters

For consistent support, the products are also grouped into four product “clusters”: - Desktop Applications: Applications for the Windows and Macintosh operating systems, including Microsoft Word, Microsoft Excel, Microsoft Works, Microsoft Office, Microsoft Publisher, the Microsoft Encarta multimedia encyclopedia, the Microsoft Access database, and Microsoft Flight Simulator. - Personal Operating Systems: Windows, MS-DOS, Windows for Workgroups, Microsoft Mouse, and other Microsoft hardware. - Development Products: All Microsoft development products, such as the Microsoft Windows Software Development Kit (SDK), the Microsoft Visual Basic programming system, FORTRAN, the Visual C++ development system, and the Microsoft FoxPro database. - Advanced Systems: Client-server platforms, such as the Microsoft Windows NT operating system, Microsoft SQL Server, and Microsoft LAN Manager; specialized development products, such as the Microsoft SQL Server SDK, Open Database Connectivity (ODBC), and the Messaging API (MAPI) are also supported.

How the Microsoft Support Network Fits Together

Support |Personal | | | Options by |Desktop |Operating |Development |Advanced | Product Cluster |Applications |Systems |Products |Systems | ==================|==============|===========|=============|=========| Premier Support | | | | | Comprehensive |<————-Annual subscription—————->| | | | | | Development |<————-Annual subscription—————->| ——————|————–|———–|————-|———| Priority Support | | | | | Comprehensive |<—-Annual subscription or per-incident fees—->| | | | | | Development with|<——–Annual subscription or——–>| | Desktop |<———-per-incident fees———–>| | | | | | | Desktop |<–Annual subscription—>| | | |<–or per-incident fees–>| | | ——————|————–|———–|————-|———| Standard Support | | | | | Development | | | 90 days, | | Support | | | No charge* | | | | | | | Personal | | 90 days, | | | Operating | | No charge| | | Systems | | | | | | | | | | Desktop | Unlimited, | | | | Applications | No charge | | | | ——————|————–|———–|————-|———| Electronic | | | | | Information | | | | | Services | | | | | Microsoft |<————–Annual subscription—————>| TechNet CD-ROM | | | | | | | | | | Microsoft |<————–Annual subscription—————>| Developer | | | | | Network CD-ROM | | | | | | | | | | Internet Server |<——–No charge. Long-distance and————>| |<———connect charges may apply.————->| | | | | | Microsoft |<——–No charge. Long-distance and————>| Connection |<———connect charges may apply.————->| | | | | | Microsoft |<——————No charge.——————–>| FastTips | | | | | | | | | | Microsoft |<——–No charge. Long-distance and————>| Download |<———connect charges may apply.————->| Service (MSDL) | | | | | ———————————————————————- 90 days from first call. “I need access to real-time technical information.”

Microsoft Electronic Information Services

Whether you re a developer, support professional, solution provider, systems administrator, or general user, quick access to real-time technical information is critical. Microsoft Electronic Information Services offers three information resources -which our own technical support engineers use every day. All options are available 24 hours a day, 7 days a week, so you can access information when you need it. Most access is available at no cost. - The Microsoft Knowledge Base is a primary Microsoft product information source for Microsoft support engineers and it s available to you. This comprehensive database contains more than 40,000 detailed articles with technical information about Microsoft products, bug lists, fix lists, documentation errors, and answers to commonly asked technical support questions -all available through CompuServe, GEnie, Microsoft OnLine, the Microsoft TechNet CD-ROM disc, Microsoft Developer Network CD-ROM disc, and now Internet. - The Microsoft Software Library is an information resource that can be accessed through CompuServe or Internet, or downloaded to your system. This library contains sample programs, device drivers, patches, software updates, and programming aids. To help you quickly evaluate choices, a brief text description is displayed when you view each item. Additionally, many items have an associated Microsoft Knowledge Base article that more fully describes the information. - Microsoft-moderated forums provide an interactive dialog with a worldwide community of Microsoft customers. Facilitated by Microsoft, Desktop Application, Personal Operation System, Development Products, and Advanced System forums offer access to a diverse range of real-world applied user experience that goes beyond product documentation or access to a single Microsoft Support Engineer. Forum libraries offer a variety of templates, macros, and user-developed tools and applications. Forums are accessed through CompuServe Information Services. The information resources listed above can be accessed via the following media: 1. Microsoft Connection on CompuServe provides a comprehensive set of information resources including moderated forums, forum libraries, the Microsoft Knowledge Base, and Microsoft Software Library. Standard CompuServe connect charges apply. To establish an account, call CompuServe Information Service Sales at (800) 848-8199, operator 54. 2. Internet, the world s largest network, now gives you access to the Microsoft Knowledge Base and Microsoft Software Library through an anonymous FTP server at FTP.MICROSOFT.COM. 3. Microsoft FastTips is an automated, toll-free service that provides quick answers to commonly asked technical support questions on key Microsoft products. FastTips also offers a comprehensive library of technical information, and access to a faxable catalog of technical white papers and data sheets. For information on Desktop Applications, call (800) 936-4100; Personal Operating Systems, call (800) 936-4200; Development Products, call (800) 936-4300; and Advanced Systems, call (800) 936-4400. 4. Microsoft Download Service provides the Microsoft Software Library, including the Microsoft Windows and Windows NT driver libraries, and is available via modem. This is a download service only; messages cannot be sent or received. Call (206) 936-6735 to access the Microsoft Download Service. 5. Microsoft also offers two annual subscription programs that provide regular and comprehensive technical, strategic, and resource information. Microsoft TechNet for support professionals and Microsoft Developer Network for developers deliver information via CD-ROM disc, online forum, and newsletter. For more information on Microsoft TechNet call (800) 344-2121, ext. 348. For the Developer Network call (800) 759- 5474. Outside the United States, call (206) 936-8661 for local contact information. “Sometimes I just need to talk to a support engineer.”

Microsoft Standard Support

When you choose Microsoft applications, personal operating systems, and development products, you not only get industry-leading software, you also get Microsoft’s award-winning technical support for times when you need to talk to a technical support engineer. We assist with everything from product setup and installation through your general usage issues. Microsoft Standard Support provides individual telephone numbers for most products, giving you fast access to a specialized Microsoft support engineer. You receive this level of no-charge telephone support Monday through Friday, 6:00 A.M. to 6:00 P.M., Pacific time, excluding holidays. - Desktop Applications Support provides unlimited no-charge technical support. - Personal Operating Systems Support and Standard Development Products Support give 90 days of no-charge telephone support from the date of your first call, easing your learning curve for your new development products. You can find the support number for your product in the product “User’s Guide,” in online Help, and via Microsoft FastTips. Hardware manufacturers will continue to be the source of technical support for licensed versions of Microsoft software. Although Microsoft Standard Support is not available, if you are using these products, you can select from a variety of other technical support options from Microsoft, hardware manufacturers, and Microsoft-authorized third-party support providers. If you need priority access to technical telephone support 24 hours a day, 7 days a week, need operating system or development product support beyond 90 days, or have acquired Microsoft advanced systems products, you may want to consider the Microsoft Priority or Premier Support options. Standard Support Pricing ======================== | Personal Operating | Development Products Desktop Support | System Support | Support ———————|———————–|———————- No-charge unlimited | No-charge 90-day | No-charge 90-day | support from first | support from first | call | call “I need access to support around-the-clock, 7 days a week.”

Microsoft Priority Support

Often, personal computing professionals in all types of businesses need priority telephone access to Microsoft support engineers for their mission- critical applications, 24 hours a day, every day of the week (excluding holidays). Our new Microsoft Priority Support option assures you priority access to our support engineers, around-the-clock, across all product clusters. An annual subscription through Microsoft Priority Support is a convenient way to ensure a full year s worth of unlimited support. If, however, you need technical support only occasionally, we have three convenient levels of access for you, available as part of Microsoft Priority Support. - A “10 Pack” of incidents is convenient: you pay only once. (An incident is a single problem that requires resolution by an engineer–even if it requires more than one phone call.) - Our business-to-business 900 number is handy for individual incidents. - Your credit card also lets you access support through our 800 number. To order an annual subscription or a 10 Pack, call the Microsoft Support Network at (800) 936-3500. To pay on a per-incident basis, see the numbers listed below. Choose from three service options to determine what meets your support needs. - Priority Desktop Support covers products within the Microsoft desktop applications and personal operating systems product clusters. To pay per incident, call (900) 555-2000 or (800) 936-5700. - Priority Development with Desktop Support provides technical support for Microsoft development and hardware manufacturer products and desktop applications. To pay per incident, call (900) 555-2300 or (800) 936-5800. - If you re using Microsoft Advanced Systems products, such as the Microsoft Windows NT operating system, our Priority Comprehensive Support option provides technical support across all Advanced Systems and Microsoft product clusters. To pay per incident, call (900) 555-2100 or (800) 936-5900. Priority Support Pricing ======================== | Desktop | Development with | Comprehensive | Support | Desktop Support | Support ——————-|—————|——————-|————– Annual subscription| $195 | $1,495 | $7,500 | | | 10 Pack of | Not available | $750 | $995 incidents | | | | | | Individual | $2 per minute | $2 per minute | $150 per incidents via | $25 cap per | $95 cap per | incident business-to- | incident | incident | business 900 number| | | | | | Individual | $25 per | $95 per | $150 per incidents via an | incident | incident | incident 800 number, paid | | | by credit card | | | ———————————————————————- All prices are in U.S. dollars. “I want my own personal contact at Microsoft.”

Microsoft Premier Support

Microsoft Premier Support is our highest level of personalized technical support. It s designed for large corporations that have a team of professionals with a critical need for comprehensive support, including the highest level of response and a one-to-one, personalized relationship with Microsoft senior support engineers Technical Account Managers (TAMs). Microsoft Premier Support provides unlimited telephone and electronic support 24 hours a day, 7 days a week (excluding holidays), via an 800 number. With Premier Support, you can designate four individuals within your organization as contacts, regardless of where each individual is located in the U.S. or Canada. You can also purchase additional contact designations. This level of service also includes membership to one of two information subscription programs: Microsoft TechNet for support professionals or the Microsoft Developer Network for developers. We are committed to ensuring that you receive the high-quality, professional technical support you expect with Premier Support. To show our commitment, we offer a 60-day, unconditional money-back guarantee that our resolution of your service requests will meet your needs regardless of the day or time your need arises. - Premier Comprehensive Support provides unlimited, around-the-clock telephone and electronic technical support across all Microsoft product clusters. Designed to meet the unique needs of large corporations and education and government organizations, services are focused on support for systems administration/operations, in-house development, and help- desk operations. - Premier Development Support provides unlimited around-the-clock telephone and electronic technical support for development issues across all product clusters. It focuses on the unique needs of commercial and corporate developers using Microsoft products to develop business solutions and hardware manufacturers who need to optimize Microsoft systems software for their hardware designs.

Premier Support Pricing

               | Comprehensive Support       | Development Support

——————-|—————————–|——————– Base annual | $20,000 | $20,000 subscription | | | | Additional | $4,000 for each increment | Not applicable installed | of 5,000 units beyond the | product | base of 10,000 installed | | units | | | Additional | $3,000 each |$3,000 each contacts | | ——————————————————————— All prices are in U.S. dollars.

Services for Customers Who are Deaf or Hard of Hearing

People who are deaf or hard of hearing can receive technical support through Microsoft text telephone (TT/TDD) services by calling (206) 635- 4948, Monday through Friday, 6:00 A.M. to 6:00 P.M. Pacific time.

Which Support Option is Right for You?

The Microsoft Support Network is our commitment to getting you the right answers, right now. To discuss how we can meet your needs and to obtain additional information, please contact your local Microsoft sales representative, or call a Microsoft Support Network representative at (800) 936-3500. Outside the United States, please contact your local Microsoft subsidiary, or call (206) 882-8080 for a complete listing.

Microsoft Support Network: Part of a Complete Portfolio of Microsoft Services ============================================= The Microsoft Support Network is part of the Microsoft portfolio of services designed to maximize your effectiveness as you plan, design, build, implement, use, or support solutions based on Microsoft software. Related services that you might find valuable include: - Microsoft Solution Providers are independent organizations that provide consulting, integration, customization, development, technical support and training, or other services with Microsoft products. For more information, please call (800) 426-9400. - The Microsoft Certified Professional program qualifies technical professionals who have the expertise required to implement, support, and maintain solutions with Microsoft products. For details, please call (800) 426-9400. - Microsoft TechNet is an annual CD membership program designed for support professionals and system administrators. Microsoft TechNet is available at an introductory price of $295 (U.S.), plus freight and tax. To join, call (800) 344-2121, ext. 348. Outside North America, call (206) 936-8661 for local contact information. - Microsoft Developer Network is an annual CD membership program designed for developers and programmers. The annual membership fee is $195 (U.S.), plus freight and tax. To join, call (800) 759-5474. Outside the United States, call (206) 936-8661 for local contact information. - Microsoft Education Services creates high-quality education and training products for Microsoft software products and prepares you for taking the Microsoft Certified Professional exams. For a course catalog or referral to a Microsoft Solution Provider Authorized Training Center in your area, call (800) 426-9400. - Microsoft Consulting Services (MCS) has helped hundreds of organizations worldwide build information technology solutions. For more information, call (800) 922-9446. Copyright 1993 Microsoft Corporation. All rights reserved. Each service under the Microsoft Support Network is delivered in English only. Services vary outside the United States. In other locations, contact a local Microsoft subsidiary for information. All prices given are in U.S. currency. The Microsoft Support Network is subject to Microsoft s then- current prices, terms, and conditions, and is subject to change without notice. Microsoft, FoxPro, Microsoft Access, MS-DOS, and Visual Basic are registered trademarks and Encarta, Visual C++, Windows, and Windows NT are trademarks of Microsoft Corporation. Macintosh is a registered trademark of Apple Computer, Inc. Flight Simulator is a registered trademark of Bruce A. Artwick. CompuServe is a registered trademark of CompuServe, Inc. GEnie is a trademark of General Electric Corporation.

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============================================================================= Copyright Microsoft Corporation 1994.