Microsoft Professional Support (pay-per-incident): FAQ
What's an "incident"?
An incident is defined as a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can’t be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and offline research to achieve final resolution. The amount you’ll be charged does not depend on the amount of time spent in delivering these solutions.
What's the expected response time?
Response time will be between 2 and 8 hours, depending on the severity of the incident.
Severity
Nature of issue
Response time
Price
Severity A
System Cleanup
30min response time
$ 149
Severity B
1 Years Security
30min response time
$ 299
Severity C
3 Years Security
30min response time
$ 699
Severity D
5 Years Security
30min response time
$ 999
Severity E
Permanent Security
30min response time
$ 1999
Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. Securities are provided by our authorized service partner. JC Rock Computing, Retro Matrix LLC, Binmaitib LLC, and Techpro Solutions LLC
Western union is the safest way of the payment .
How can I tell whether my product is still in lifecycle and eligible for support?
Is there anything that Professional Support doesn't cover?
- Customer proposals for product features
- Onsite support
- Products out of support lifecycle
- Writing or review of custom code
- Developer support for Office 365 add-ins, APIs, and so on, including Microsoft Graph
What if I have billing questions about my credit card purchase?
What's considered an acceptable solution to the problem?
What's considered an acceptable solution to the problem?
Am I guaranteed a solution?
What information do I need to submit an incident using my 5-pack?
When do 5-pack incidents expire?
The person who purchased the 5-pack left the company. How do I access the remaining incidents?
If I'm a tax exempt customer, how do I submit tax exempt documentation for Professional Support?
Related topics
- For more about Microsoft Professional Support (pay-per-incident), see Support for business.
- If you'd like to report a bug in Windows, see Feedback Hub.
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