About Our Technical Support
We categorize telephone technical
support requests into four levels or priorities:
Critical, Urgent, Standard, Routine.
Please use the following guidelines to determine the urgency
of your situation:
1. Critical – The system or process is down and requires
immediate response. In these situations, the case is immediately
escalated. When necessary, we will leverage additional Microsoft
technical support and engineering resources to resolve the problem
quickly.
2. Urgent – Questions involve problems or issues that require
immediate or same day resolution. Not having a solution or work-around
could result in a minor impact to the customer’s business. System
or process remains operational, but not with full capabilities.
3. Standard – Questions involve problems or issues that
have minimal or no impact on the customer’s operation or business.
It is acceptable if the problem is not resolved on the initial
call.
4. Routine – Issues that
may be put onto a "to-do" list and addressed on the next
maintenance cycle.
About Phone Support
When you call
When you call for support,
you will be asked for the following information:
Sequence of events leading up to problem or question
Complete error message including text and numbers
