Microsoft has added a new type of support incident that has an email-only support option. We offer this as a part of our paid Microsoft Software Assurance Support program in order to make sure that you can get the help you need while you test, implement and use our products.
What these incidents provide
These email-only incidents are free of charge to customers with Software Assurance, and assistance is provided via email rather than a phone call or remote support (e.g. connecting to your server). Every response from us occurs within approximately 24 hours (excluding weekends). This new offering is a wonderful option for general issues like how to do a certain thing with the software or what the best practices around a feature of product may be.
Situations where these incidents may not be the best choice
This new email based support option is not ideal for extremely complex technical scenarios where a support engineer may need access to the server on a real time basis. In other words, this support option is NOT for situations when you require urgent, real-time or phone-based interactions.
If you need phone based support, real-time assistance or the issue is very urgent, you can still call our support center and have a Customer Service Representative create a phone based Service Request just like you always could before. Here are the phone support numbers for the different regions:
If you are located in US or Canada, please call 1-800-936-4900
If you are located in India, please call 1-800-419-5666
If you are located in other countries or regions, please go to the website below and select the appropriate product to find the proper instructions for your area:
System Center All Up: http://blogs.technet.com/b/systemcenter/
System Center – Configuration Manager Support Team blog: http://blogs.technet.com/configurationmgr/
System Center – Data Protection Manager Team blog: http://blogs.technet.com/dpm/
System Center – Orchestrator Support Team blog: http://blogs.technet.com/b/orchestrator/
System Center – Operations Manager Team blog: http://blogs.technet.com/momteam/
System Center – Service Manager Team blog: http://blogs.technet.com/b/servicemanager
System Center – Virtual Machine Manager Team blog: http://blogs.technet.com/scvmm
The Forefront Endpoint Protection blog : http://blogs.technet.com/b/clientsecurity/
The Forefront Identity Manager blog : http://blogs.msdn.com/b/ms-identity-support/
The Forefront TMG blog: http://blogs.technet.com/b/isablog/
The Forefront UAG blog: http://blogs.technet.com/b/edgeaccessblog/