Microsoft has no plans to withdraw free support for Office 97 in
the UK, despite changes to company practice in the US.
After free support was withdrawn for Office users in the US and
Canada, speculation was rife that the software giant would
instigate similar changes in Europe.
Microsoft group manager for product support, Paul Heath said, "We
will continue to offer free support in the UK. There are currently
no plans to change support practices."
However, Heath did say that the company was continually reviewing
its policies, indicating that changes to the UK support model were
perhaps inevitable.
Microsoft is effectively giving existing Office 97 users in North
America a choice. Either they pay for support, costing $35 per
request for the personal user and between $195 to $245 per request
for the "computer professional". Or, they upgrade to Office XP.
Changes in North America will mainly affect the home and small
office user. Microsoft has pointed out that support will not be
withdrawn from users who have purchased products under Microsoft's
volume licensing scheme.
The company is very keen for as many users as possible to upgrade
to Office XP, which generates 40% of its revenue. Some 50% of all
Office users are still on Office 97 and 90% of all small and
medium-sized businesses have implemented Office in some guise.
Microsoft has come up against increasing pressure to generate new
streams of revenue. Two weeks ago, Bill Gates admitted that the
company's customer base had virtually become a rival.
"Customers don't always need to upgrade. Your own installed base
is, in effect, your own competition," Gates said.
Emma Nash