Microsoft's Varied Support Offerings

Although product releases get the most buzz, keeping existing products going is a major part of Microsoft’s business. Microsoft offers a variety of product support offerings aimed at many different types of customers. Customers should be familiar with all their support options—not only through formal support contracts but also through volume licensing plans and partnership with Microsoft—to ensure they maximize their benefits. Support is likely to play a larger role in Microsoft’s future as major products reach maturity and release cycles lengthen, and it could help compete with open-source software, for which reliable support may not be available.

This report looks at the structure of Microsoft’s support offerings and specific support packages offered by Customer Service and Support (CSS, which includes the former Product Support Services) and Premier Support organizations. However, it does not cover support programs that are specific to Microsoft Business Solutions products, which were acquisitions and still have support plans that were in place before they were acquired. (However, MBS customers can also sign up for the general Microsoft support packages described here.)