Announcement: Call-back support for Small Business Server Products

On August 1, 2008 the Small Business Server support business at Microsoft will implement a call-back model for all Professional SBS support incidents in the United States. Below is a description of how to contact Microsoft customer service.

Why are we moving to a call-back model?

1. To eliminate your hold time on the telephone

2. To collect the problem description and route the incident to the correct engineer

3. To prepare you for online incident submission @

How to initiate “call-back” support with Microsoft?

Submit incident online @

Don’t wait on the phone! Submit a support request online.

Use our quick and easy online form to submit your support request to the best-qualified support professional. Then, receive a support call at your specified phone number.

Availability: Business hours (Pacific Time)
Monday – Friday — 6:00 A.M. – 6:00 P.M.


Business hours $259.00

After Business hours: Not available as of July 2008 (working toward availability at this time)

Response Time: Based on severity

Online support incidents can be submitted at any time. Callback availability via online submission is limited to normal business hours at this time.

Or submit incident by telephone @ (800) 936-4900 – an engineer will call you back

Submit a support request by phone. Phone times will vary.

Availability: 24×7


Business hours: $259.00

After Business hours: $515.00 (

Response Time: Based on severity

Phone support incidents can be opened at any time; the after-hours rate applies if you need to talk to a support professional outside of normal business hours listed above.

Professional Service Level Agreements are currently being finalized for (1) business hours and (2) after business hours, we will update this Blog post with that information as it comes available.