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.