WAU Support FAQs Part 1

Who Will Provide Support During And After A WAU Upgrade?

Based on feedback received from OEMs, Microsoft will not release an OEM program for WAU. Therefore, for end users that use the WAU feature to unlock premium versions of Windows 7, Microsoft will :

• Support the end user through the upgrade process and digital upgrade key delivery
• Assume the responsibility for support of Windows 7 software after the end user upgrades, similar to a Full Packaged Product (FPP) upgrade today
• Work with OEMs to outline a process to redirect to Microsoft support calls from end users who have upgraded via WAU.
• Review end-user WAU participation after Windows 7 general availability, to gauge program success. 

What Are The Support Options For WAU?

Consumers will be provided with WAU support through various channels, based on their use case. These include :

• Commerce /Purchase & Technical Issues :
• Phone and email options will be available
• Microsoft Customer Contact information will be “localized” and presented via email to Consumers
• Regional Web Pages will also be served up to ensure that Consumers will be able to identify local Microsoft Customer Support centers, in the event that they have lost their email
• Windows Client Help Files
• Standard, localized Help Content is also enabled as with any Windows release, and will point to applicable Regional Help Web or Local Content

What Is The Support Warranty Of The Upgrade?

Microsoft is first point of contact and will provide the support for all issues related to the WAU experience :

• Provide help with upgrade and re-install problems
• Provide help with activation problems
• Provide help with Microsoft online purchase/return process
• Redirect support for purchase/return process issues for other retailers

In addition, Microsoft will handle Windows 7 operating system support post-WAU. OEMs will only be responsible for support matters pertaining to the preinstalled operating system product and all matters pertaining to support of the hardware (e.g., hard drive crash, motherboard failure.)

Who Will Provide Technical Support If An End User Upgrades And A Third Party Application Breaks?

Microsoft will be responsible for product support for this scenario.

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