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Microsoft providing ‘limited troubleshooting’ for unsupported service packs via new ‘service pack support policy’

Microsoft announced the new “service pack support policy” on April 13. Via the new policy — which Microsoft instituted based on customer and partner feedback over the past few years, — customers will be able to obtain support in the following manner: 1. Break/fix support incidents will be provided through Microsoft Customer Service and Support; and through Microsoft’s managed support offerings (such as Premier Support). 2. There’ll be no option to engage Microsoft’s product development resources, and technical workarounds may be limited orn’t available. 3. If support incident requires escalation to development for further guidance, requires a hotfix, or requires a security update, customers will be asked to upgrade to a supported service pack. The ultimate goal, even with the new policy, is to get users to move to a supported service pack. As company officials noted in the blog post, “Staying on a supported service pack is the only way to ensure that you get continued access to security updates and the ability to escalate your support issues within Microsoft.”


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