How can I make use of my purchased Pay per incident $499

Good morning Doug Fitt,

To use your Pay‑Per‑Incident purchase, you must go through the Microsoft Support portal with the account you used to buy it. Once signed in, you’ll see the option to create a new case and apply your incident credit. To be more specific,

1. Sign in with the same account you used to purchase the incident. If you bought it under an Outlook.com account, you must use that same account; Entra ID/Azure AD accounts won’t show the entitlement.
2. Go to the Microsoft Support for Business portal: https://support.microsoft.com.
3. Select “Contact Support” or “Get Support”.
4. Choose your product and describe the issue.
5. When you reach the payment step, you’ll see the option to apply your Pay‑Per‑Incident entitlement instead of paying again.
6. Submit the case. You’ll then receive a case number and initial response time based on severity:
   • Severity A (critical business impact): ~2 hours initial response
   • Severity B (moderate impact): ~4 business hours
   • Severity C (minimum impact): ~8 business hours

I hope you find this piece of information useful to some extent. If does help, don't forget to accept the answer as a means to share your experience with the community. Thank you :)

Vivian

Hi Doug Fitt,

Have you found the answer useful? If everything is okay, don't forget to share your experience with the issue by accepting the answer. Happy to help!

Vivian

Good morning Doug Fitt,

Just want to know how it is going with your issue? Should you need more information, feel free to leave a message. Happy to help :)

Vivian