cant' raise question to professional support

W

Wong, Jimmy

In the support web site http://support.microsoft.com, after select the
product (Office 2007 Small Business), I have selected to contact a
professional support and chosen the email as the channel to raise my support
question. It then asks me to enter my PID, which I did. Then it asked me to
select payment method for the professional support license/contract. I choose
“ professional (5-pack), OLV, and other contractsâ€, then I asked me to
sign-in by windows Live-ID, which I did. Then it asked me to enter payment
details, which consists of contract access ID and password of the contract.

My question is, even I am willing to pay, where can I get the contact access
ID and password?

Moreover, the beginning of the support web page indicates that the
professional support by email has 90- days free use. Why it ask later to get
payment details?

Did anyone has any similar experience?
 
W

Wong, Jimmy

I am trying to use the email support, and not phone support. The email
support is important to me because I can only work in hours where phone
support is not available.

Therefore, is anyone can help me to find out how to get the contract support
access ID and contract password?
 
B

Bob Buckland ?:-\)

Hi Jimmy,

The option you choose is for Open License Volume License agreements. If you are using MS Open License acquired products
(http://microsoft.com/licensing) then the information is part of the license agreement documentation and the Open License site, if I
recall, has as signup page for that support. If you're using a retail or OEM product then you'd need to use the personal support
choice.

===============
I am trying to use the email support, and not phone support. The email
support is important to me because I can only work in hours where phone
support is not available.

Therefore, is anyone can help me to find out how to get the contract support
access ID and contract password? <<
--

Bob Buckland ?:)
MS Office System Products MVP

*Courtesy is not expensive and can pay big dividends*
 
W

Wong, Jimmy

Hi, Bob,

The "personal support" means phone support?

In other words, if I am using and OEM version, do you mean I cannot get the
professional support by email but can only get phone support?

Thanks.
 
B

Bob Buckland ?:-\)

Hi Jimmy,

In general, for OEM support your first support choice is the PC supplier (OEM editions are intended to be pre-installed with new
PCs) that sold it. System Builder's (folks who put together PCs) have a separate support area http://microsoft.com/oem for the OEM
products they install.

Your prior message indicated you may have been using the Volume License support contacts rather than the individual/retail ones.
The support options and hours will vary by the country you're in.
For the U.S. this linke should take you to the available email/phone end user support for MS Office 2007 Small Business Edition
http://support.microsoft.com/oas/default.aspx?gprid=8753

===============
Hi, Bob,

The "personal support" means phone support?

In other words, if I am using and OEM version, do you mean I cannot get the
professional support by email but can only get phone support?

Thanks. <<
--

Bob Buckland ?:)
MS Office System Products MVP

*Courtesy is not expensive and can pay big dividends*
 

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