On January 30, 2007, Microsoft’s support policy for new retail versions of Windows Vista and Microsoft Office 2007 changed to offering support to Microsoft customers within a ninety-day timeframe at no charge. This means that after the first ninety days of usage after activation, users will need to pay for tech-related help calls to Microsoft due to Vista and Office 2007 related issues. Microsoft’s existing support policy for Windows XP and prior versions of Office did not change.
Microsoft chairman Bill Gates gestures during a press conference in Paris February 1, 2007. EPA/MAYA VIDON
Of the support options offered, the items of support that will remain free are those related to security and virus issues. Windows Update and Microsoft Update related issues would also be covered under the no charge support policy. The ninety-day support frame begins once the product is registered. All Microsoft products are required by the MPA (Microsoft Product Activation) policy to be registered within thirty days of purchase.
The new price plan after the first ninety days represents a sharp rise over earlier costs. Support for Windows Vista has gone up $24 per call from $35 to $59. Support calls for Office will cost $49 up from $35. A new level of support offered for $79 that will cover ‘Scenario-based assistance’ is also being introduced. This support will cover issues such as performance, optimization, or setting up home-based networks. OEM Support remains as it is.
There is a little catch here. These support calls and prices will only apply to users who own full retail copies of Microsoft software according to their support FAQ. That means that consumers and businesses who bought a PC or Laptop with Vista or Office 2007 pre-installed will get what is known as RTV, or Refer to Vendor, when they call for help. This is likely the case unless the issue falls within the realm of ‘Scenario based’ support, in which the user will pay the price for the help requested.
IT professionals who are gearing up to take the Vista and Office 2007 certifications offered this spring will likely be the ones who deal with most issues as many companies will not spend the extra money for support. As for home users, it is likely that they will spend some time with ‘Geek Squad’ or other local support service providers to keep from calling and being told that they need to contact their vendor.
Microsoft says that the increase is due to the cost of research and the growth of the support market. According to their website, “Support incident prices have not been increased for many years and Microsoft will continue to make an investment in services for home users.” While that is the case, many didn’t pay the lower prices either, because the level of support was lacking. After all, few users enjoy paying $35 and spending an hour on hold only to be told that, “I am sorry I have done all I can for this issue, please contact [vendor name here] for additional support.” Many gave up asking for help from Microsoft a long time ago.
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