PR: MSN: Microsoft Develops New Portfolio of Technical Support
PSS ID Number: Q104269
Article last modified on 09-14-1993
PSS database name: PRESS






This is one of several articles that describe the Microsoft Support
Network (MSN). To find the other articles about MSN, query on the
following word in the Microsoft Knowledge Base:

   MSN

Microsoft Support Network (MSN): Press Release
==============================================

                                        Press Release 6 a.m. PDT
                                            September 10, 1993

      Microsoft Develops New Portfolio of Technical Support.
        Microsoft Support Network Introduces New Options,
        Expanded Choices, and Access to Technical Support

REDMOND, Wash. - Sept. 10, 1993 - Microsoft Corporation has redesigned
its technical support programs to offer a wider spectrum of support
choices. The Microsoft ® Support Network is a new portfolio of
technical support services for more than 120 products. It offers
around-the-clock support coverage on all Microsoft products (United
States and Canada only) and provides customers with greater options in
how they access and utilize technical support on their Microsoft
products. This new support program will be implemented Oct. 1, 1993,
in the United States and Canada. International implementation with
variations in pricing and service hours will occur over the next 10
months.

Microsoft is also extending the reach of technical support through its
2,500 Microsoft Solution Providers nationwide and a new, specialized
group of Microsoft Solution Providers called Authorized Support
Centers (ASCs). ASCs are a select group of full-service Microsoft
Solution Provider partners offering multivendor support, consulting
services, advisory and diagnostic assistance, as well as supplemental
services such as remote diagnostics, disaster recovery services and
international help desk phone support. Microsoft Solution Providers
receive extensive training and priority support from Microsoft,
enabling them to provide the highest quality of full-service support
on Microsoft products. Microsoft Solution Provider ASCs already on
board include Hewlett-Packard Company, NCR and Digital Equipment
Corporation.

Complementing the Microsoft Support Network, Microsoft Solutions
Provider Authorized Support Centers  full-service international
support will be especially beneficial to multinational companies in
mission-critical environments. Other customers, such as individual
users who need basic assistance in installation and setup, or
developers and PC computing professionals who want priority support on
more complex issues, will be able to select the type of service that
most effectively meets their support needs from the Microsoft Support
Network.

"The one-size fits all model of technical support doesn't work
anymore," commented Bob Johnson, associate director, software support
program, Dataquest Worldwide Services Group. "Users have different
requirements for technical support. This type of tiered support gives
customers the opportunity to choose the level of service that best
meets their needs."

The Microsoft Support Network segments support into three categories -
Standard, Priority and Premier - and applies them consistently
worldwide. Additionally, all Microsoft customers can access a broad
range of around- the-clock electronic information services, most of
which are available at no charge.

"What have customers told us they want in technical support? The right
answers right now. We have redesigned our technical support to make
sure they get both," said Steve Ballmer, executive vice president of
worldwide sales and support at Microsoft. Before developing the
Microsoft Support Network, Microsoft listened to hundreds of customers
about their preferences in how to access, utilize and pay for support.
"We've incorporated customer feedback into all aspects of this support
program," Ballmer added.

In addition to changes made in the support offerings, the Microsoft
Support Network reflects enhancements in support delivery. Microsoft
has developed new tools and techniques for its support engineers,
helping them to quickly provide customers with accurate responses. An
example is Microsoft's customer tracking system, designed to
"personalize" service by maintaining a customer's support history,
product usage and configuration.

Expanded Electronic Information Services
----------------------------------------

Microsoft makes a wide range of electronic support services and
information available to all of its customers. All options are
available 24 hours a day, seven days a week, and many are at no cost,
so that customers can access information when they need it. FastTips,
an automated system that provides quick answers to common technical
support questions through fax, mail and voice recordings, is now
available through an 800 phone number. Access to Microsoft technical
information, such as the Microsoft Technical Libraries and an expanded
Microsoft Knowledge Base (a database of more than 40,000 articles on
Microsoft products that includes answers to common questions,
technical product information and bug lists), is available via
CompuServe ®, GEnie ™ and now Internet. A broad range of
Microsoft- moderated forums are also available on CompuServe, allowing
customers to participate in an interactive dialog with a worldwide
community of other Microsoft users (CompuServe connect charges apply).
More than 30,000 requests for information and support are accessed
daily through these electronic services.

Microsoft also offers two information subscription services:

Microsoft TechNet (for support professionals) or the Microsoft
Developers  Network (for developers). Both provide comprehensive
technical and strategic information, including the Microsoft Knowledge
Base, on a regular basis. Information is distributed in several ways,
such as CD-ROM, online forums and newsletters.

Standard Support - No-Charge Phone
----------------------------------

Desktop application customers using products such as Microsoft Office,
Microsoft Word, Microsoft Excel and the Microsoft Access ® database
can continue to receive no-charge telephone support, from 6 a.m. to 6
p.m. (Pacific time), Monday through Friday, through dedicated toll
phone numbers, allowing quick access to a support engineer. Customers
using Microsoft personal operating systems will receive 90 days of
no-charge telephone support, beginning with their initial phone call
to a Microsoft support engineer. This policy initially went into
effect two years ago with the launch of the MS-DOS ® 5 operating
system. It now applies to the MS-DOS 6, Windows ™ and Windows for
Workgroups operating systems - i.e., all of the Microsoft personal
operating systems - and Microsoft hardware. No- charge phone support
on development tools is also available for 90 days following an
initial call on each product.

OEMs will continue to be the source of support for OEM-licensed
versions of Microsoft software. "The vast majority of support calls on
preinstalled Windows are currently resolved by OEMs. By supplementing
Microsoft's support efforts with already well-established programs of
their own, OEMs help to ensure consistently high levels of service to
the end user," said Joachim Kempin, senior vice president of OEM sales
at Microsoft. "Through the partnerships between Microsoft and third
parties, and through programs like the Microsoft Support Connection,
customers will continue to receive quality technical support."
Microsoft's Support Connection provides OEMs and third parties with
the tools, training, information and escalation assistance they need
to provide technical support to their customers.

Priority Support: Around-the-Clock Access
-----------------------------------------

Because many developers, MIS professionals and desktop PC users want
around-the-clock, priority access to responsive support, Microsoft
will begin offering weekend and 24-hour-a-day, fee-based priority
access. There are three Priority Support options, each offering a
choice of annual or per-incident support:

 - Users of desktop applications and personal operating systems can
   choose among three payment options for "Priority Desktop": $25 per
   incident via credit card (accessed on an 800 number); $2 per minute
   on a 900 number with a $25 per incident cap; or $195 per year for
   unlimited priority access on an 800 number.

 - Developers can also use a similar program for around-the-clock
   access to priority technical support on development tools, via
   phone or electronic access, called "Priority Development with
   Desktop." Support for desktop applications and personal operating
   systems is also provided. Fees are $95 per call via credit card on
   an 800 number; $2 per minute on a 900 number with a cap of $95 per
   incident; or $1,495 per year for unlimited access on an 800 number.
   Developers also have the option to purchase a 10-pack of prepaid
   support incidents for $750.

 - For most users of Microsoft's advanced systems products, such as the
   Microsoft Windows NT ™ operating system, priority access to
   advanced technical support is essential in addressing complex issues
   in mission-critical environments. Through Microsoft's new "Priority
   Comprehensive" support offering, covering all Microsoft products,
   customers can be assured of around-the-clock access to a technical
   support engineer. Fees are $150 per incident (via an 800 number-
   accessed credit card or via a 900 number); prepaid $995 for 10
   incidents; or $7,500 per year for unlimited access on an 800 number.
   Through June 1994, customers of Windows NT client will receive 30 days
   of support at no charge, via a toll call.

Premier Support - Highest-level, Personalized Support
-----------------------------------------------------

Microsoft's highest level of technical support, Premier Support, now
provides MIS professionals, developers, OEMs and other customers who
are typically in mission-critical and development environments with
personalized technical support and unlimited 24-hours-a-day,
7-days-a-week, high-level priority access. Each account is serviced by
a designated Microsoft technical account manager (TAM), a senior
engineer who understands the customer's systems and technical support
needs and coordinates the appropriate Microsoft support to meet
customer needs. Premier Support customers also receive
around-the-clock support on all Microsoft products and a complimentary
information subscription service to either TechNet or Microsoft
Developers  Network (MSDN).

There are two new versions of Premier Support. Premier Comprehensive
Support is designed primarily for Fortune 1000 corporations, education
and government organizations to assist in systems administration and
operations, in-house development, and help desk operations. A Premier
Comprehensive annual subscription begins at $20,000 per year. Premier
Development Support focuses on responding to commercial development
and OEM adaptation issues and is available at a flat fee of $20,000
annually. Both options include four customer contacts; each additional
contact costs $3,000.

"If you talk to corporate accounts, they actually want the option of a
paid premium support program. But the operative word is premium. It
isn't a question of paid or unpaid support. The really smart companies
give their users a whole range of choices," said Jeffrey Tarter,
editor, Soft*Letter.

Product Support Clusters
------------------------

To simplify its offerings to specific user categories, Microsoft has
segmented its products into four clusters:

 - Desktop Applications, including Windows- and Macintosh-based
   applications, such as Microsoft Word, Microsoft Excel, the Microsoft
   PowerPoint presentation graphics program, Microsoft Office, Microsoft
   Access and the Microsoft FoxPro database

 - Personal Operating Systems, including Windows, MS-DOS, Windows for
   Workgroups, and hardware

 - Development Tools, such as the Microsoft Visual Basic programming
   system, FORTRAN, and C++

 - Advanced Systems, including Windows NT, Microsoft Mail, SQL Server
   and LAN Manager

"Customer satisfaction is paramount in everything we do, not only in
providing outstanding products, but also in delivering quality
support. Our customers have told us they want responsive, reliable
support; the Microsoft Support Network is designed to provide them
exactly that," said Deborah Willingham, general manager, Product
Support Services at Microsoft.

For more information about acquiring any Microsoft Support Network
options, please call 1-800-936-3500.

Copyright Microsoft Corporation 1993.