Have You Called SharePoint Support


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.


 



















Top Issues


MOSS2007 One-time timer jobs will not run until one hour after the jobs were created


WSS 3.0 – WSS Search fails using basic authentication


WSS 3.0 – How to configure incoming email for SharePoint


WSS 3.0 – Prepare to crawl host-named sites that use Basic Authentication


WSS 3.0 – How to configure Forms Based Authentication


WSS 3.0 -V2-V3:In-place upgrade stops if prescan is not run before starting upgrade


 























Tools and Data Gathering


SPSReports


MPSReports


Debugging Tools for Windows (ADPLUS)


FileMon


RegMon


Process Monitor


Process Explorer


WSS 3.0 & MOSS2007 BPA


 























Administrator Guides


WSS 3.0 – Administrator Guide


WSS 3.0 – Newly published content


WSS 3.0 – SharePoint Server 2007 Developer Portal


WSS 3.0/MOSS 2007 – Office SharePoint Server 2007 Administrator’s Companion


MOSS 2007 – Administrator Guide


MOSS 2007 – Newly published content


WSS 2.0 – Administrator Guide


SPS 2003 – Administrator Guide


 















Blogs and MVP’s


SharePoint blog


IFilter Blog


Enterprise Content Management blog


Records Management blog


 


 


 

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