Microsoft tests new customer-support plans
eWeek | at | by Mike
In keeping with Microsoft CEO Steve Ballmer's ongoing quest for improving customer satisfaction, Microsoft is dabbling with two new support and pricing programs. Microsoft's goal is to "provide customers with more effective, readily available support and service," said Ballmer in an open letter to customers, partners and press, published on the Web last week. One of these pilots is called "Microsoft's Support Subscription for Technical Professionals," or SSTP, for short. Microsoft kicked off this trial in July, and it will run through January, 2003. The other pilot is for $99 online assisted support. Microsoft launched this one in September, and it will run through November. After the two pilots end, Microsoft will compile feedback and determine if it should morph the pilots into full-fledged programs, according to company officials.