Technical information

Reviewer’s Guide Microsoft Windows NT Workstation 3.51 18
Appendix B
Microsoft Support Services
Microsoft Corporation is committed to providing the level of service and support that companies need to
successfully implement mission-critical business systems using Microsoft BackOffice products. Microsoft provides
complete 24x7 product support on Microsoft Products, while Microsoft Solution Providers and Authorized Support
Centers (ASCs) offer additional on-site, multivendor systems integration within their areas of expertise.
The chart below defines Microsoft’s three service offerings appropriate for Windows NT Workstation deployment.
Customers needing the assistance of a dedicated technical account manager and Premier Support Team will prefer
Premier or Premier Global service offerings. Both Premier and Premier Global provide proactive account services
such as an annual customer support plan; monthly status reports detailing service requests, escalation procedures and
overall support issues for the previous month, and a Supportability Review Report with detailed analysis of the
customer’s computing infrastructure and specific recommendations by Microsoft. The Premier Global account, new
in 1995, also offers large multinational corporations the advantage of unlimited enterprise support worldwide under
one contract. Priority Comprehensive is appropriate for small to large corporations with internal expertise to handle
the bulk of their support needs. All three programs offer 24x7 mission-critical product support through an 800
number.
In addition, a per-minute support charge of $2.95 is available exclusively for customers of Windows NT
Workstation. In the United States, this telephone support will be available via a 900 number Monday through Friday
from 6 a.m. to 6 p.m. Pacific time, excluding holidays. Customers will pay $2.95 per minute, with the total charge
per call not exceeding $150. Support questions requiring research and a call-back from a Microsoft engineer will be
billed at $150, which covers all the time and toll charges required to resolve one problem. This per-minute charge
for Windows NT Workstation support can be obtained from March 10, 1995, through Dec. 31, 1995, by calling
[phone].
Additional low- and no-cost product support is available from Microsoft via the Internet and OnLine services.
Online technical information includes the Microsoft Knowledge Base (used by Microsoft’s own support engineers in
problem resolution), Software Library, Microsoft Driver Library, member-to-member forums on CompuServe®, and
more. Extensive information about Windows NT, including the Windows NT Workstation Resource Kit, is also
available on the Microsoft World Wide Web site (http://www.microsoft.com) and on the Microsoft TechNet CD-
ROM, a subscription-based information service. For information on other Microsoft support options, call (800) 936-
3500.