Microsoft Software Assurance 24×7 Problem Resolution Support Benefit changes

Effective February 1, 2023, Microsoft Software Assurance 24×7 Problem Resolution Support benefit fully retires for all customers.

Microsoft’s initial communication back in 2019 was that Microsoft would retire the 24×7 Problem Resolution Support benefit and replace it with as-needed support with a 24-hour response time for customers with Software Assurance spend of more than $250,000 USD. Based on current benefit usage, Microsoft will instead fully retire the 24×7 Problem Resolution Support benefit from Software Assurance for all customers effective February 1, 2023.

Hence, new Software Assurance 24×7 Problem Resolution Support incidents will not be allocated starting February 1, 2023.

Your current Software Assurance 24×7 Problem Resolution Support incidents can be used or transferred to a Microsoft Support contract before February 1, 2023. Unused incidents will not be available starting February 1, 2023.

If you have a Premier or Unified Support contract today, Microsoft will reach out to you starting August 2022 as part of your support renewal to discuss your specific transition plan and next steps. In the meantime, customers can continue to use their Software Assurance 24×7 Problem Resolution Support Benefit toward their existing Premier or Unified Support renewal, until the retirement of the benefit in February 2023.

Microsoft Professional Support is also available as pay-per-incident or a pack of five incidents for customers who do not have a Microsoft Support contract when these changes are implemented.

For the announcement and more information, please visit: https://www.microsoft.com/en-us/licensing/news/software-assurance-247support-retirement.

For a registration for Microsoft Professional Support, please visit: https://support.serviceshub.microsoft.com/supportforbusiness/onboarding?origin=/supportforbusiness/create.

For more information on Microsoft Unified Support, please visit: https://www.microsoft.com/en-us/unifiedsupport/overview.

For guidance on how to submit a Software Assurance support incident, please visit: https://support.microsoft.com/en-us/topic/microsoft-software-assurance-support-incident-submission-74a9a148-9a75-ecc8-4420-14191e634d65.

For software licensing information on Microsoft products, please visit: https://www.schneider.im/software/microsoft/.

Please contact us for more information or to request a quote.

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