When your Microsoft product fails, finding the right support can be overwhelming. Navigating Microsoft's large support structure can be as frustrating as failed software. Understanding the support system will enable you to quickly determine where to go for support.
1. Microsoft's Support Lifecycle Policy
Microsoft's Support Lifecycle Policy describes the type and length of product support available. Support is divided into three categories: mainstream, extended and online self help. Mainstream support is available for all products and includes incident support (warranty, free and paid), security updates and non-security hot fixes. Products that have new versions released annually, such as Microsoft Money, Encarta, Picture It! and Streets & Trips, have three years of mainstream support. Other products have five years of mainstream support. Extended support includes security updates and paid support, is only available for business and developer products and is available for five years following the mainstream support or two years after the second successor is released, whichever is longer. Self-help online support availability varies by product type. Refer to the self-help online support section for more information.
2. Who Provides Assisted Support?
Retail-licensed products are supported directly by Microsoft. Retail-licensed products include the CD/DVD, user guide and COA (certificate of authenticity) for the particular Microsoft product purchased. Retail-licensed products are purchased and installed by the end user. OEMs (original equipment manufacturers) are companies who contract with Microsoft to include Microsoft products in their own product. They are typically computer manufacturers (like Dell or HP) who preinstall a Windows operating system on the computers they sell. OEM-licensed products are required to be supported by the computer manufacturer/builder. To determine which type of license you have, check the product identification number (PID) of the software. An OEM license will have the letters "OEM" in the number. To learn how to find the PID, refer to the "Product Identification (PID) Locator" link in the Resources section.
3. Self-Help Online Support
According to Microsoft Support, "Self-help Online Support is available throughout a product's lifecycle and for a minimum of 12 months after the product reaches the end of its support." The self-help online support service is available for all products and to all users, regardless of license type.
source : eHow.com
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