Appendix E - Other Support Resources
| Archived content. No warranty is made as to technical accuracy. Content may contain URLs that were valid when originally published, but now link to sites or pages that no longer exist. |
On This Page
Getting Support from MS
MS on the World Wide Web
Other MS Support Programs
Training and Reference Resources
This appendix describes resources to help you support your users of Microsoft Office 97 for Windows and Microsoft Office 98 for the Macintosh. Support is available directly from Microsoft by telephone and through various online services.
Getting Support from MS
.gif "Cc749973.spacer(en-us,TechNet.10).gif")
If you have a question about Office, look first in the Office product documentation (the printed Getting Results book and online Help). You can also find updates and technical information in the Readme files that come with Office, and in various online sources, as explained later in this chapter. If you cannot find the answer you need, contact Microsoft Technical Support. Microsoft Technical Support offers high-quality technical support options that allow you to get what you need: the right answers right now.
Note Services and prices may vary outside the United States and Canada. Microsoft Technical Support is subject to current Microsoft pricing, terms, and conditions, and may change without notice.
Primary Support
In the United States, no-charge support from Microsoft support engineers is available through a toll call between 6:00 A.M. and 6:00 P.M. Pacific time, Monday through Friday, excluding holidays.
For technical support with this application |
Call this number |
|---|---|
Microsoft Access |
(425) 635-7050 |
Microsoft Excel |
(425) 635-7070 |
Microsoft Office |
(425) 635-7056 |
Microsoft Office — Switcher Line (specifically for users switching to Office) |
(425) 635-7041 |
Microsoft Outlook |
(425) 635-7031 |
Microsoft PowerPoint |
(425) 635-7145 |
Microsoft Word |
(425) 462-9673 |
In Canada, support engineers are available through a toll call between 8:00 A.M. and 8:00 P.M. Eastern time, Monday through Friday, excluding holidays. Call (905) 568-3503.
When you call, you should be at your computer and have the appropriate product documentation on hand. Be prepared to give the following information:
Version number of the Microsoft product that you are using
Type of hardware that you are using
Exact wording of any messages that appear on your screen
Description of what happened and what you were doing when the problem occurred
Description of how you tried to solve the problem
Outside the United States and Canada, contact Microsoft Product Support Services at the Microsoft subsidiary office that serves your area.
To get information about Microsoft subsidiary offices outside the United States and Canada
On the Help menu in any Office application, click About Office application.
Click Tech Support.
Follow the instructions on your screen.
World Wide Web For more information about Microsoft Technical Support, connect to the Microsoft Technical Support Online home page at:
https://support.microsoft.com/
Priority Support
Microsoft Technical Support offers priority telephone access to Microsoft support engineers in the United States 24 hours a day, 7 days a week, except holidays. In Canada, priority support is available from 6:00 A.M. to 12:00 A.M. Eastern time, 7 days a week, excluding holidays. You can choose one of two payment options:
In the United States, call (900) 555-2020; $55 (U.S.) per incident. Charges appear on your telephone bill. This option is not available in Canada.
In the United States and Canada, call (800) 936-5500; $55 (U.S.) per incident. These services are billed to your VISA, MasterCard, or American Express card.
Other Support Options
Microsoft Technical Support offers annual fee-based support plans. For information in the United States, contact the Microsoft Technical Support Sales Group at (800) 668-7975 between 6:00 A.M. and 6:00 P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800) 563-9048 between 8:30 A.M. and 6:30 P.M. Eastern time, Monday through Friday, excluding holidays. Technical support is not available through these sales numbers.
Text Telephone
Microsoft text telephone (TT/TDD) services are available for the deaf or hard-of-hearing. In the United States, using a TT/TDD modem, dial (425) 635-4948 between 6:00 A.M. and 6:00 P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, using a TT/TDD modem, dial (905) 568-9641 between 8:00 A.M. and 8:00 P.M. Eastern time, Monday through Friday, excluding holidays.
MS FastTips
For Microsoft FastTips for desktop applications, call (800) 936-4100 on a touch-tone telephone. Receive automated answers to common technical problems, and receive popular articles from the Microsoft Knowledge Base — all delivered by recording or fax. After you reach FastTips, use the following keys on your touch-tone telephone:
To do this |
Press this key on your telephone keypad |
|---|---|
Advance to the next message |
* |
Repeat the current message |
7 |
Return to the beginning of FastTips |
# |
MS Sales
The Sales telephone number in the United States is (800) 426-9400 between 6:30 A.M. and 5:30 P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800) 563-9048 between 8:00 A.M. and 8:00 P.M. Eastern time, Monday through Friday, excluding holidays. Call this number for information about Microsoft Solution Providers and for Business Value Reports for Office 97 and Windows 95. This is not a technical support number.
MS on the World Wide Web
All of the Microsoft Office applications include menu commands that connect directly to sites on the World Wide Web. These commands appear on the Microsoft on the Web submenu (Help menu) in each application. If you have Web access, clicking these commands opens your Web browser and connects to the appropriate Web site.
Customizing Microsoft on the Web Commands (Windows only)
As an administrator, you might wish to redirect or disable the Web hyperlinks on the Office application Help menus. For example, users might not have access to the Web, or you might prefer to direct them to an internal support page on your intranet. You can do so by customizing settings in the Windows registry.
For more information about customizing or disabling the Microsoft on the Web submenu commands, see "Customizing Office Connections to the World Wide Web" in Chapter 7, "Customizing and Optimizing Microsoft Office."
World Wide Web Microsoft Office has a large amount of content on the World Wide Web. Some content that you may find especially useful includes the following:
For more information about Microsoft Office, connect to the Microsoft Office home page at:
https://office.microsoft.com/en-us/default.aspxFor more information about developing custom solutions with Microsoft Office, connect to the Office Developer Site home page at:
https://msdn.microsoft.com/library/default.asp?url=/nhp/default.asp?contentid=28000550
Other MS Support Programs
In addition to telephone support, Microsoft offers other resources to help you support your users.
MS Through Online Services
Microsoft support resources are available on MSN.
MSN, The Microsoft Network
You can access a number of Microsoft forums on MSN, the Microsoft Network online service. MSN includes the following forums:
Microsoft Access
Microsoft Excel
Microsoft Outlook
Microsoft PowerPoint
Microsoft Word
Microsoft Office
Microsoft Office Family
These forums are continually updated, so you should consult them for the most up-to-date information about the Office applications.
The MS Knowledge Base
The Knowledge Base is the primary source of product information for Microsoft support engineers and customers. The Knowledge Base contains detailed how-to articles, in addition to answers to technical questions, bug lists, fix lists, and documentation corrections.
Knowledge Base articles are available on CD with a membership in the Microsoft Developer Network (MSDN) or a subscription to Microsoft TechNet.
World Wide Web For more information, connect to the Microsoft Technical Support Knowledge Base home page at:
https://support.microsoft.com/
MS Software Library
The Microsoft Software Library (MSL) is a collection of files pertaining to all Microsoft products, including drivers, utilities, Help files, and Application Notes. MSL files are available online from MSN and the Web. You can also get the Microsoft Software Library on CD by joining the Microsoft Developer Network (MSDN) or by subscribing to Microsoft TechNet.
MS TechNet
Microsoft TechNet is the comprehensive CD-ROM information resource for evaluating, implementing, and supporting Microsoft business products. A one-year subscription to Microsoft TechNet delivers two CDs every month with over 150,000 pages of up-to-date technical information. The first CD is packed with current technical notes, reviewers' guides, backgrounders, Microsoft product resource kits, the entire Microsoft Knowledge Base, and much more. The second CD contains the Microsoft Software Library with the latest drivers and service packs for Microsoft products.
To subscribe to Microsoft TechNet, see your local authorized reseller or call (800) 344-2121, weekdays, between 6:30 A.M. and 5:30 P.M. Pacific time. For international orders, call (510) 275-0826 (in the U.S.) for contacts in your region.
A one-year single-user subscription to Microsoft TechNet is $299 (U.S.) and $399 (Canada). A server-unlimited users license for TechNet is $699 (U.S.) and $999 (Canada).
World Wide Web For more information about Microsoft Technet, connect to the TechNet home page at:
https://www.microsoft.com/technet/
MS Developer Network
MSDN is the official source from Microsoft for comprehensive programming information, development toolkits, and testing platforms. MSDN delivers all of this through a quarterly subscription, so subscribers can be confident that they're always working with the most up-to-date information and technology.
An MSDN subscription is essential if you are targeting any of the Windows platforms, or you want to get the most out of Microsoft's development products, such as Microsoft Visual Basic, Microsoft Visual C++, Microsoft Visual J++, and Microsoft Access.
To join the Developer Network in the United States and Canada, call (800) 759-5474, 6:30 A.M. to 5:30 P.M. For information about joining the Developer Network in other countries, call (510) 275-0963.
World Wide Web For more information about the Microsoft Developer Network, connect to the Microsoft Developer Network Online home page at:
https://www.microsoft.com/msdn/
MS Solution Providers
Microsoft Solution Providers are independent organizations that provide consulting, integration, development, training, technical support, or other services with Microsoft products. Microsoft equips Solution Providers with information, business development assistance, and tools that help create additional value with Microsoft-based software technology. To locate a Microsoft Solution Provider in your area, or for more information on the Microsoft Solution Provider program in the United States, call Microsoft at (800) SOLPROV (or (800) 765-7768). In Canada, call (800) 563-9048.
MS Authorized Support Centers
Microsoft Authorized Support Centers (ASCs) are a select group of strategic support providers who offer high quality customized support services for each phase of your system development, including planning, implementing, and maintaining your multivendor environment. Services include:
On-site support
Integration and implementation services
Help desk services
Hardware support
Development resources
Choosing an ASC allows you to work with one vendor for all of your technical support and service needs. You can also combine ASC services with your in-house Help desk or the Microsoft support service option that best fits your support needs.
For more information about the ASC program, in the United States call (800) 936-3500 between 6:00 A.M. and 6:00 P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800) 563-9048 between 8:00 A.M. and 8:00 P.M. Eastern time, Monday through Friday, excluding holidays.
World Wide Web For more information about Microsoft Authorized Support Centers, connect to the Authorized Support Centers home page at:
https://directory.microsoft.com/MPRD/Default.aspx?languageDropDown=173&countryDropDown=US
MS Consulting Services
Microsoft Consulting Services (MCS) provides services that allow corporations, governments, and other institutions worldwide to design and build client-server applications using Microsoft technology. MCS consultants are experienced in designing custom solutions for order entry, payroll, and a variety of other business functions.
For more information, call (800) 426-9400 or the Microsoft Consulting Services office nearest you.
World Wide Web For more information about Microsoft Consulting Services, connect to the Microsoft Consulting Services home page at:
https://www.microsoft.com/services/microsoftservices/default.mspx
Training and Reference Resources
Microsoft offers training services to help you become an expert in Microsoft solutions. These services include the Microsoft Certified Professional Program and Microsoft Technical Education courses. In addition, a large library of books and other training and reference products is available from Microsoft Press.
MS Certified Professional Program
The Microsoft Certified Professional program offers an excellent way to show employers and clients that you have proven knowledge and skills to help them build, implement, and support effective solutions, and that you have the validated expertise to help them get the most out of their technology investment. As a Microsoft Certified Professional, you are recognized and promoted by Microsoft as an expert with the technical skills and knowledge to implement and support solutions with Microsoft products.
To become a Microsoft Certified Professional, you must pass a series of rigorous, standardized certification exams. When you become a Microsoft Certified Professional, you receive benefits including access to technical information, use of the Microsoft Certified Professional logo, and special invitations to Microsoft conferences and technical events.
For more information about the Microsoft Certified Professional program, call Microsoft at (800) 636-7544 in the United States and Canada. In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.
World Wide Web For more information about the Microsoft Certified Professional program, connect to the Microsoft Training and Certification home page at:
https://www.microsoft.com/learning/
Certified MS Office User
The Certified Microsoft Office User (CMOU) program provides benchmarks to certify users' skills in using Office. Training resources and certification is available for many Office programs at both Proficient and Expert User levels.
World Wide Web For more information about the Certified Microsoft Office User program, connect to the Microsoft Training and Certification home page at:
https://www.microsoft.com/learning/
MS Technical Education
Microsoft technical education materials provide computer professionals with the knowledge required to expertly install and support Microsoft solutions. Courses are developed straight from the source — by the Microsoft product and technical support groups. They include in-depth, accurate information and hands-on labs based on real-world experience. Microsoft courses are designed to help you prepare effectively for Microsoft Certified Professional exams.
Microsoft curriculum is available in two forms:
Instructor-led classes are delivered by Microsoft Certified Trainers at Microsoft Authorized Technical Education Centers (ATECs). As members for the Solution Provider program, the ATECs are independent businesses that have been evaluated as qualified to deliver official Microsoft curriculum.
Self-paced curriculum materials developed by Microsoft allow you to learn at your convenience. Hands-on lab exercises are included.
For full course descriptions and referral to an ATEC, call (800) SOLPROV (or (800) 765-7768) in the United States and Canada. In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.
World Wide Web For more information about Microsoft technical education programs, connect to the Microsoft Training and Certification home page at:
https://www.microsoft.com/learning/
MS Press Titles
Following is a list of publications to consult for additional information about Office, the individual Office applications, and the Windows 95 and Windows NT operating systems. These books are published by Microsoft Press and available wherever computer books are sold. In the United States you can place a credit card order directly with Microsoft Press by calling (800) MS PRESS. In Canada, call (800) 667-1115 for direct ordering information. Outside the United States and Canada, fax (425) 936-7329.
World Wide Web For more information about Microsoft Press, connect to the Microsoft Press home page at:
https://www.microsoft.com/mspress/
Following is information about specific publications you may find useful.
Resource Kits
Microsoft Windows 95 Resource Kit |
This is the complete technical guide to planning for, installing, configuring, and supporting Windows 95 in your organization. It includes details about how to install, configure, and support Windows 95, plus valuable tools, utilities, and accessory software on CD. |
Microsoft Windows NT Workstation 4.0 Resource Kit |
This book and CD set provides the in-depth technical information and tools for anyone who uses Windows NT Workstation version 4.0, including power users and application developers. Information about installing, configuring, networking, troubleshooting, and optimizing Windows NT Workstation is included, with more than 45 MB of utilities and other valuable software on CD. |
Microsoft Windows NT Server 4.0 Resource Kit |
This three-volume set provides in-depth technical information and tools that Windows NT Server version 4.0 administrators need for installing, configuring, networking, troubleshooting, and optimizing Windows NT Workstation and Windows NT Server 4.0. It contains more than 45 MB of utilities and other valuable software on CD. |
Note Single-volume updates to the Microsoft Windows NT Server 4.0 Resource Kit, intended for use by those who already have the full three-volume set, are published approximately every six months.
Programming Guides and Technical References
Microsoft Office 97/Visual Basic Programmer's Guide |
This guide teaches those with a grounding in the basics of Visual Basic how to create concise, efficient code with the powerful programming language used in Office 97. The book shows readers how to become more productive with Visual Basic for Applications by customizing and adapting tools for specific needs, including creating custom commands, menus, dialog boxes, messages, and buttons, as well as displaying custom online Help for all these elements. |
Microsoft Office 97/Visual Basic Language Reference |
This reference manual includes core information about Visual Basic and the Visual Basic Editor, as well as reference material about Word Visual Basic for Applications, Microsoft Excel Visual Basic, Microsoft Access Visual Basic, PowerPoint Visual Basic, and DAO. Whether you are customizing Office 97 applications for your own use, creating custom applications for use by others, or writing applications that interact with Office 97, this book is an essential guide. |
Microsoft Excel 97 Worksheet Function Reference |
This reference manual provides power users with worksheet functions, which are shortcuts to finding solutions in spreadsheets involving mathematics, statistics, trigonometry, engineering, and accounting. |
Building Applications in Microsoft Outlook 97 |
This results-oriented book offers both the nonprogrammer and experienced MIS professional the information, strategies, and sample applications they need to get started building useful workgroup applications and mail-enabled applications almost immediately. |
Step by Step Series
The Step by Step series of books published by Microsoft Press offers you an easy way to teach yourself to use the Office applications. This series is suitable for new users, as well as those upgrading or switching from competing programs. End-user editions in the series include Microsoft Office integration, Microsoft Access, Microsoft Excel, Microsoft PowerPoint, and Word, among many others.
The Step by Step series includes editions with information about Visual Basic. These editions are described below.
Microsoft Access 97/Visual Basic Step by Step |
Microsoft Office 97/Visual Basic Step by Step |
Microsoft Excel 97/Visual Basic Step by Step |
Microsoft Word 97/Visual Basic Step by Step |