Microsoft NZ Restructures Support Services Policy

Microsoft New Zealand Restructures Support Services Policy

Improved Focus on Set Up and Install Support for Consumers

AUCKLAND, New Zealand - Monday, July 2, 2001 - Microsoft New Zealand announced today that it is implementing a new technical support policy that provides unlimited technical telephone support to personal users who are setting up and installing Microsoft products at home and in small businesses. The new policy offers set up and install support to Microsoft retail and OEM customers and applies to the current or the preceding version of Microsoft consumer and desktop products.

"The majority of Microsoft support inquiries come from customers who are setting up or installing applications," said Gerrard Kaczmarek, Services Manager for Microsoft New Zealand. "We've refocused our support policy to make sure that all personal users have access to set up and install help over the phone, whether they purchased their PC from retail or OEM outlets. The new policy makes support entitlements simpler and easier to understand, regardless of where you bought your PC."

"We are also removing the free 'how to' support incidents, which will become fee-based," continues Kaczmarek. "We have made significant investments in adding support and help features into our products as well as providing a vast amount of online technical information via the Internet."

General "how-to" questions about Microsoft products will cost $35 excluding GST per incident. Microsoft will continue to honour existing support entitlements for users who have registered their Microsoft desktop applications before 1 July 2001 until these have elapsed.

In addition to the Microsoft support options, customers can work with Microsoft resellers to answer questions and solve problems.

Improved Help Features The restructured support policy also encourages users to take full advantage of the Web-enabled Help features built into new products like WindowsME and Office XP. As Microsoft New Zealand continues to update its Help system online, Office XP's "Office on the Web" function will automatically add the new online information to the Office XP help database.

Online Help The Microsoft New Zealand support site provides links to sections designed specifically for novice and expert users, provides all of its help in an easy-to-understand format and offers the following features:

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