DOCUMENT:Q102134 27-AUG-1993 [W_NT] TITLE :Advanced Systems Products Support Options PRODUCT :Windows NT PROD/VER:3.10 OPER/SYS:WINDOWS KEYWORDS: ---------------------------------------------------------------------- The information in this article applies to: - Microsoft Windows NT operating system, version 3.1 - Microsoft Windows NT Advanced Server, version 3.1 ---------------------------------------------------------------------- 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. Microsoft Product Support Services (PSS) responds from 6:00 A.M. to 6:00 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 at any ! prompt. WINNT Microsoft Windows NT support 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, and is available seven days a week, 24 hours a day, including holidays (1200, 2400, or 9600 baud; no parity, 8 data bits, 1 stop bit). Internet -------- 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 ------------------ Microsoft FastTips is 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 seven days a week, 24 hours a day, including holidays. Microsoft Windows NT (800) 936-4400 Microsoft Mail (800) 936-4400 Microsoft LAN Manager (800) 936-4400 Microsoft SQL Server (800) 936-4400 Startup and Ongoing Support --------------------------- Get technical support from a Microsoft engineer. Microsoft offers pay-as-you-go telephone support from a Microsoft engineer, available seven days a week, 24 hours a day, except holidays. Choose from the following options: Per call: Dial (900) 555-2100. $150.00 per incident. Charges appear on your telephone bill. 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 Windows NT: 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 Monday through Friday, 6:00 A.M. to 6:00 P.M., Pacific time, excluding holidays. This offer is not available for Windows NT Advanced Server, and is applicable in the USA 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. This service is available Monday through Friday, 6:00 A.M. to 6:00 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 seven 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 four contacts. We guarantee response or updates on all service requests within four 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 seven 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. Additional reference words: 3.10 KBCategory: KBSubCategory: WINNT ============================================================================= 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. Copyright Microsoft Corporation 1993.