How Can a Company Receive Microsoft Support for SQL Server Enterprise with Software Assurance?

Question

Hello,

I’m currently managing SQL Server under the following licensing agreement:

SQL Server Enterprise Core Single Language License & Software Assurance Open Value | 2 Licenses | No Level | 1 Year | Acquired Year 1 | AP

I’ve been informed that Software Assurance (SA) no longer includes technical support for SQL Server. Could you please confirm if this is correct?

If our organization needs technical support from Microsoft for SQL Server, I would like to clarify the following:

1. Is it mandatory to have a Unified Support contract or to purchase incidents via the Microsoft Services Hub in order to receive support?
2. Regarding Services Hub, I’ve heard that support incidents must be purchased using a personal Microsoft account (MSA).
   • If this is true, can this method be used to receive support for corporate environments?

Thank you in advance.

Answer 1

Hi,

Microsoft retired the “24×7 Problem Resolution Support” benefit under Software Assurance effective February 1, 2023.

https://www.microsoft.com/en-us/licensing/news/software-assurance-247support-retirement

New SA agreements no longer include technical support incidents. Software Assurance alone does not grant support—you must either have Unified or purchase incidents individually.

https://www.microsoft.com/en-us/microsoft-unified?activetab=pivot1%3aprimaryr8#areaheading-uid9cb3

As far as Service hub is concerned,you do not need a Unified Support contract to receive technical assistance. You can purchase support incidents through the Microsoft Services Hub (using a personal Microsoft account), and then apply them to corporate use.

About Service Hubs-

https://serviceshub.microsoft.com/home

https://learn.microsoft.com/en-us/services-hub/microsoft-engage-center/get-started/quickstart-gen-user

Hope this helps!

Regards,

Shruti