Microsoft KB Archive/80850

Microsoft Product Support Offerings

Article ID: Q80850
Creation Date: 17-FEB-1992
Revision Date: 06-JUN-1996 SUMMARY

For individuals and organizations, effective support of Microsoft products comes from choosing the right type of support for the situation. The following are some pointers for choosing between electronic and telephone support. Pointers include advice about how to find and use relevant technical information, how to prepare for your call, and how to find the right number to call.

HOW TO FIND AND USE RELEVANT TECHNICAL INFORMATION

There are cost-effective and expedient ways for you to gather technical information that may provide answers to your questions without speaking directly to a Support Engineer. Before calling AnswerPoint support, you may find it helpful to check the context-sensitive Help files that come with your product. The Help files can be installed with the product or at a later date. To activate the Help file for a specific function or dialog box, press the F1 key. Look for information regarding the use of specific product features in the printed "User's Guide" or any electronic Readme files included with the software. You can also use the resources available through AnswerPoint Information Services.

HOW TO GET READY BEFORE YOU CALL

If your situation requires help from a Microsoft Support Engineer, call Microsoft AnswerPoint. Here's how to get ready before you call:

Have the product ID number ready if you are calling for Standard Support. The product ID number is located on the product registration card. Have your AnswerPoint Account ID number or credit-card number handy. Be at the computer or workstation that is experiencing technical difficulty. Be prepared to describe the problem thoroughly or to recreate it. Note the exact wording of any error messages or the text of any "STOP" screens. Know the name and version number of the Microsoft product(s) you are using, as well as the type of hardware (including network hardware).
When speaking with a Support Engineer, you will also find it helpful to create a log in which you record every step that is taken to resolve your problem. It's handy to refer to this log while you're on the phone, and when your call is over, you'll have a permanent record of a solution that worked.

HOW TO FIND THE RIGHT NUMBER

AnswerPoint Priority is available 24 hours a day, 7 days a week, except holidays (unless there is a server-down situation). For annual plans or per- incident charges billed to your credit card, call these numbers:

Priority Desktop                   (800) 936-5700 (900) 555-2000
Priority Desktop - Home products   (800) 936-5600 (900) 555-2400
Priority Office Developer          (800) 936-5500 (900) 555-2020
Priority Developer                 (800) 936-5800 (900) 555-2300
Priority Comprehensive 10, 35,     (800) 936-5900 (900) 555-2100
Priority Comprehensive 75          (800) 936-2197 N/A
AnswerPoint Consulting Line        (800) 936-1565 N/A

Standard Support Phone Numbers

U.S.                                Canada
----                                ------

Desktop Applications                (905) 568-3503

Microsoft Access (206) 635-7050 Microsoft Automap (206) 635-7146 Microsoft Bob (206) 635-7044 Microsoft Excel for the Macintosh (206) 635-7080 Microsoft Excel for Windows and OS/2 (206) 635-7070 Microsoft Magic School Bus & Kids Products (206) 635-7140 Microsoft Money (206) 635-7131 Microsoft Bookshelf, Encarta,Cinemania & Other Multimedia Products (206) 635-7172 Microsoft Office for the Macintosh (206) 635-7055 Microsoft Office for Windows (206) 635-7056 Microsoft Office - Switcher Line (206) 635-7041 Microsoft PowerPoint (206) 635-7145 * Microsoft Profit (800) 723-3333 Microsoft Project (206) 635-7155 Microsoft Publisher (206) 635-7140 Microsoft Schedule+ (206) 635-7049 Microsoft Scenes and Games (206) 637-9308 Microsoft Video for Windows (206) 635-7040 Microsoft Windows Entertainment Products (206) 637-9308 Microsoft Word for the Macintosh (206) 635-7200 Microsoft Word for MS-DOS (206) 635-7210 Microsoft Word for Windows (206) 462-9673 Microsoft Works for the Macintosh (206) 635-7160 Microsoft Works for MS-DOS (206) 635-7150 Microsoft Works for Windows (206) 635-7130

Microsoft Profit is supported by Great Plains Software Company. Support

  offerings may vary.

Desktop Systems (90 days support from first call to Support Engineer)

U.S.                                 Canada
----                                 ------
                                     (905)  568-4494

Microsoft Mouse, Microsoft Ballpoint, Windows Sound System and other Microsoft hardware (206) 635-7040 MS-DOS 6.0 and MS-DOS 6.2 upgrade (206) 646-5104 Microsoft Windows and Windows for Workgroups (206) 637-7098 Windows 95 (206) 635-7000 Microsoft Plus! (206) 635-7122 Development Tools
(30 days from first call to a Support Engineer)

U.S.                                Canada
----                                ------
                                    (905) 568-3503

Microsoft Basic PDS (206) 635-7053 Microsoft C/C++ (206) 635-7007 Microsoft Delta (206) 635-7019 Microsoft Excel SDK (206) 635-7048 Microsoft FORTRAN (206) 635-7015 Microsoft Fox products for MS-DOS, Windows & UNIX (206) 635-7191 Microsoft Fox products for the Macintosh (206) 635-7192 Microsoft Macro Assembler (MASM) (206) 646-5109 Microsoft Profiler (206) 635-7015 Microsoft QuickBasic (206) 646-5101 Microsoft QuickC (206) 635-7010 Microsoft Source Safe (206) 635-7014 Microsoft Test for Windows (206) 635-7052 Microsoft Visual Basic (206) 646-5105 Microsoft Visual Basic ProfessionalToolkit (206) 646-5105 Microsoft Visual C/C++ (206) 635-7007 Online Services

Toll-free, 7-days-a-week, 24-hour-a-day access to automated information about key Microsoft products is available through the Microsoft FastTips system. Microsoft FastTips gives you access to common questions and answers, and technical articles, through fax and U.S. mail. The Microsoft Download Service (MSDL) provides access through a modem to the Microsoft Software Library containing sample programs, device drivers, patches, software updates, and programming aids.

FastTips

Desktop Applications (Microsoft Excel, Word, Works) (800) 936-4100 Home Products (Encarta, Golf, Kids) (800) 936-4100 Desktop Systems (Windows) (800) 936-4200 Development (VB, VC++, and so on) (800) 936-4300 Business Systems (Windows NT, MS Mail) (800) 936-4400

Microsoft Download Service (MSDL) Supported Products

U.S.                                Canada
----                                ------
(206) 936-6735                      (905) 507-3022

Additional Microsoft Services and Support

To meet the expanding needs of customers, Microsoft offers the following additional services and support options:

U.S.                                Canada
----                                ------

TT/TDD (Text Telephone)

(206) 635-4948                      (905) 568-9641

Microsoft Wish Line (206) 936-WISH Microsoft Authorized Training Center Referral

(800) 636-7544                      (800) 563-9048

Microsoft Certified Professionals

(800) 636-7544                      (905) 712-0333

Microsoft Consulting Line (800) 936-1565 Microsoft Consulting Services (MCS)

(800) 426-9400                      (905) 712-0333

Microsoft Developer Network (800) 759-5474 Microsoft Press (800) 677-7377

Solution Provider Sales and Information

(800) 765-7768                      (800) 563-9048

Microsoft TechNet (800) 344-2121, ext 3024 This list includes services available in the U.S. and Canada only. For information about support in other locations, contact a local Microsoft subsidiary.

The Answerpoint Support is subject to Microsoft's then-current price, terms, and conditions.

THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.

KBCategory: kbpolicy
KBSubcategory: offwin
Additional reference words: pss96