How to contact Microsoft Support for BizTalk technical issue

Question

Hi,

I'm having a technical issue that I want to contact Microsoft support and raise a ticket for that. So, is it important to have software assurance purchased?

Our organisation has purchased BizTalk Server 2010 Enterprise Edition. Isn't that enough to raise a ticket or contact technical support? I have tried to log through support.microsoft.com but I'm stuck at a point where it asks for Access ID or Contract ID. I called Microsoft Customer Service and they told me that these are the id's that I can get after I purchase Software Assurance.

Any comments? I appreciate any help in this direction. 

Thanks.

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Kunal G

Answer 1

Check whether your company has Premier support with Microsoft. If you have Premier support, you will be provided with a ID and using the ID you can raise a case by calling to them. You will be assigned with a dedicated support engineer to solve your problem. Based on the severity Microsoft may also send a on-site field engineer to resolve the problem.

Premier Support for Partners

Support: Premier Support Services

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Answer 2

Your license agreement (Select, EA or other) would have the contract ID (this will be on the License Agreement). This will identify to customer support what are the support levels applicable to you. As part of the agreement certain number of calls of a specific type are free while the others are chargable. So check with your Microsoft Rep as to the conditions and then log a call. If you do not have the appropriate support agreement, be prepared to pay for it.

Regards.

Answer 3

So, you mean it will be on the installation disc? Is there any other way in which I can find that information as I have licensed version on BizTalk Server 2010 Enterprise edition installed on my system?

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Kunal G

Answer 4

Hi Kunal,

Read this article about Microsoft Software Assurance Support.

http://support.microsoft.com/sasupport

With your software purchase you should have received a Software Assurance Access ID. Ask your company’s Microsoft rep who handles software purchase with Microsoft. If you (Microsoft rep) don’t have it, you shall able to get it from Microsoft volume licensing centre (VLSC) using the credentials used to purchase the software.

VLSC Login: http://www.microsoft.com/licensing/servicecenter/home.aspx

I found this blog which can help you to retrieve the Software Assurance Access ID from VLSC. I have not used it personally, still you can try.

Steps to find the MS Software Assurance Access ID

If you have a Premier Support and Essential Support arrangement with Microsoft you must have provided with Support ID which you can provide to raise a support call.

Read the following article on Microsoft support options and the charges. http://support.microsoft.com/gp/offerprophone_new

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Answer 5

The URL for Microsoft Software Assurance Support now ends in a 404.

This link works though.  https://support.microsoft.com/en-us/gp/sasupport