If you’ve called SharePoint support you might have noticed quite a long wait time to get to a support engineer. On a daily basis SharePoint is seeing about 110 new incoming calls everyday with an average hold time of 35 minutes long. However some people are holding as long as 2 hours. It all depends on the time during the day in which you call. The hours for phone support are Monday – Friday 5AM – 9PM PST. Early moring (5AM – 7AM PST) is one of the best times to call and late evenings (7PM – 9PM PST) is another. These times don’t guarentee no hold time, but there is a good chance that it will be a lot less than mid day. Another alternative to consider is email support. If you go to http://support.microsoft.com/select/?target=assistance and then select the product that you need support for you will be given the support options available to you. One of which will be Email Support. This is a good option if your problem is not business critical.
If you would like some things to check out prior to contacting Microsoft. Here are some of the top issues and other content you should check out. Also checkout the Microsoft Support portals for SharePoint Server 2007 and Windows SharePoint Services 3.0. You can find the link to other Microsoft Office suites Support portals at http://support.microsoft.com/officehub.
Tools and Data Gathering
Blogs and MVP’s