Customers may request to close a case before it's resolved however, the billing status of the incident is at the discretion of Microsoft. Am I guaranteed a solution?Īlthough our support professionals will make best efforts to resolve your issue, Microsoft cannot guarantee to resolve all issues, due to the diversity of our customers’ computer configurations. The billing status of an unresolved case will be at the discretion of Microsoft.
If the support professional is unable to deliver a solution, you'll be notified and the case will be closed as unresolved. The incident will be closed after the support professional has delivered one or more suggested solutions to you. The support professional will agree on the definition of the problem with you when you raise the support incident. What's considered an acceptable solution to the problem? Visit for your credit card billing questions. What if I have billing questions about my credit card purchase? Is there anything that Professional Support doesn't cover?ĭeveloper support for Office 365 add-ins, APIs, and so on, including Microsoft Graph For more info, search for your product to review lifecycle eligibility. Microsoft Professional Support incidents cover the entire product lifecycle (both mainstream and extended support).
How can I tell whether my product is still in lifecycle and eligible for support? If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. Response time will be between 2 and 8 hours, depending on the severity of the incident. The amount you'll be charged does not depend on the amount of time spent in delivering these solutions.
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An incident may require multiple contacts and offline research to achieve final resolution. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. A single support issue is a problem that can't be broken down into subordinate problems. Less What's an "incident"?Īn incident is defined as a single support issue and the reasonable efforts needed to resolve it.
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