Pay per incident model + Software error

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Posted on by Marcus-se

Hey guys,

I was wondering what the process is for the scenario where a support ticket for DAX2012R3 has been raised under the PAYG model where the cause of the issue turns out to be a SW issue with the product itself. Will we get a refund for that particular case and if so, how will it be refunded? Full amount or will it be refunded as an incident to be used at a later time?

Thanks and hoping to get an answer to this!

Mark

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Marcus-se on at

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RE: Pay per incident model + Software error

Thank you everyone for the answers. You've all been very helpful and I appreciate it!
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Ludwig Reinhard Microsoft Employee on at

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RE: Pay per incident model + Software error

Hi Mark,

If you run into a software glitch then MS will usually not charge you for the support ticket and give you a refund.

To be absolutely sure, try to get into contact with the support agent to get this confirmed for your issue.

Best regards,

Ludwig
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Umesh Pandit 9,261 User Group Leader on at

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RE: Pay per incident model + Software error

you would get refund with the help of TAM at Microsoft, mostly number of hours.
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nmaenpaa 101,156 on at

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RE: Pay per incident model + Software error

Hi Marcus-se,

your Microsoft Account Manager (who manages your support plan on MS side) might be able to give you the best answer.