Microsoft Customer Service & Support (CSS) is changing its Professional support model to deliver deep technical expertise in the most effective and efficient manner possible. By the first quarter of 2009, Microsoft will expand its call-back model for all professional support incidents in the Americas. This model eliminates unproductive hold time for customers and better captures problem and diagnostic data through a simple, intuitive online process. As a result, customer problems are routed more quickly to the most qualified engineer, who will call customers directly for resolution. Response times are defined by support offering and issue severity. Customers can submit problems online at: http://support.microsoft.com/oas.