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 <forum name> 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.