Support Options Overview

Microsoft provides several tiers and programs to support your development efforts on Windows platforms. These options range from single, paid support incidents to comprehensive and global managed support relationships. A few of these options are outlined below. You should review our complete list of support offerings_support.mspx against your business needs to determine what best fits with your goals.

Problem Resolution Services

Microsoft Problem Resolution Services provide assistance for problems with specific symptoms encountered while using a Microsoft product where there is a reasonable expectation that the problem is caused by the Microsoft product. Problem Resolution Services are delivered on an incident basis for commercially released and supported software. A Problem Resolution incident is defined as a single support issue and the reasonable effort needed to resolve it (break/fix). A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. If a problem is determined by Microsoft to be the result of a defect in a Microsoft product, the customer will not be charged for that incident. Problem Resolution services may be paid for on an as-needed basis or included in a more comprehensive managed support contract.

Advisory and Consulting Services

If you have a support needs that fall outside of a typical break/fix scenario or need more prescriptive guidance in the use of a Microsoft technology, advisory and consulting services may be available through both Professional Support and other managed support relationships (outlined below).

Microsoft Advisory Services provides short-term advice and guidance for problems not covered by Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues.

Managed Support through OEM, Premier, and Partner Advantage

For partners who have an ongoing need for a deeper support relationship with Microsoft, we provide several managed support programs. These programs include Problem Resolution Services with many added benefits, managed by a designated Microsoft resource assigned to your company. This resource owns your support relationship with Microsoft is becomes your “go-to” person for all things related to support.

Partners

For many Partners in the Microsoft Partner Program, the Partner Advantage_partadv.mspx offering includes service management, problem resolution support, proactive consulting and workshops, and online information resources. Offered in two cost-effective plans for registered partners, the Standard includes phone-based access to product support, online resources, and proactive services at a fixed price. The Plus Plan, a fully customizable offering, addresses the more complex requirements of larger partners and includes services such as a dedicated support professional and more.

OEM/ODM/SI/IHV Partners

If you are an OEM or ODM, you may be eligible for support from OEM Engineering and Support Services team. This team supports device manufactures and integrators with a focus on getting devices to market by helping the partner overcome development issues related to Microsoft’s software platforms.

OEM Engineering and Support Services teams offer a managed relationship through a Technical Account Manager (TAM) assigned to your account. The TAM is responsible for managing your technical support issues as well as providing an interface to the various product development groups, sales teams and marketing teams within Microsoft. The TAM is your contact at Microsoft who will either directly resolve your technical issues or leverage other Microsoft resources to meet your needs. Along with reactive technical support, your TAM will also provide proactive services related to product roadmap information, representing your position at various Microsoft meetings and forward information that is pertinent to your development/business needs.

OEM Engineering and Support Services are a paid support option for those eligible for the service. The services are based on an hourly support model. 400 hours over 12 months is the minimum commitment. Most partners consume at least 800 hours or more.

If you are an OEM or ODM, to understand if you are eligible for support from the OEM Engineering and Services team and further details on the support provided, contact your account manager or distributor.

If you are an SI or IHV, the customer you are working for who nominated/sponsored you to get Windows Mobile deliverables access may have an OEM Engineering and Support Services agreement with Microsoft in which you could (with their permission) tap into their paid-for support services. In this case, please inquire with your customer.

Enterprise Customers

For large customers who may already have Premier Support_prem.mspx contracts in place, Premier Support may also be used for mobility support needs. Premier Support provides comprehensive coverage of Microsoft products across enterprise class organizations. As a Premier Support customer, you are entitled to a flexible support offering that includes proactive planning and support, onsite training and best practices, in-depth workshops, and a comprehensive suite of online information services designed to meet your complex support needs. Premier can provide you with a designated Technical Account Manager (TAM) who speaks your language and support team who works with you to help optimize IT efficiency and maximize the benefits of your Microsoft technology solution.

Windows Mobile Logo Test Kit Questions

For support assistance specific to Logo Testing with a specific OEM, you can post a service request

Windows Mobile Systems Integrators *

Windows Mobile Systems Integrators offer licensable IP, technical support or outsourcing resources through time and materials or project-based consultancy to reduce time-to-market and improve time-to-quality for creating Windows Mobile-based devices. Systems integration services may include systems architecture, hardware design, firmware/drivers, telephony, RF integration, UI customization, logo testing to meet LTK requirements, mobile operator compliance analysis, regulatory certification, network integration – or custom training and support.

Qualification Criteria: companies are nominated by an OEM, ODM, or Silicon Vendor who identifies the 3rd-party partner need for development. All companies are subject to Microsoft’s approval and are required to have a standard Microsoft reciprocal NDA and development license in place.