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Custom Support

What are the details of the new agreement?

The Custom Support agreement will enable organisations to continue to receive critical and important security updates until 14 April 2015. The agreement covers Microsoft Windows XP SP3, Office 2003 SP3 and Exchange Server 2003 SP2 products for which extended support ceases on 8 April 2014.

It is important to recognise that this agreement is only for a period of one year and is intended to help support organisations as you progress your plans to migrate away from these products. It is vital that your organisation reviews the options available and continues with migration during this time.

Which organisations are eligible?

The new support agreement covers the UK public sector, which is defined as organisations or entities eligible for PSA12 pricing in England, Scotland, Wales and Northern Ireland. In addition, educational institutes eligible under the Memorandum of Understanding for UK schools and charities defined under the Microsoft Non-profit Program Eligibility criteria are able to access this agreement.

This agreement comes as a result of significant funding and commitment from a number of partners across government and without their support this would not have been possible. The contribution of these organisations means that the benefits are extendable across the public sector and are therefore free to access for those subsequent eligible organisations. We would like to convey our thanks to everyone who contributed. 

Access to the agreement depends on the following:

  • Organisations with 250 or more devices with Windows XP must have in place a signed and up-to-date Microsoft Premier contract
  • Organisations with less than 250 devices with Windows XP do not need a Microsoft Premier contract

What support is available?

The new agreement does not provide for any dedicated support from Microsoft UK for end-of-life software issues outside of your existing Microsoft Premier contract. 

How can I access the agreement?

Your first step should be to contact us at xpsupport[at]ccs.gsi.gov[dot]uk stating that your organisation would like to access the agreement. We will contact you to verify your eligibility and ensure that your organisation meets the requirements.

Once confirmed by us, organisations with 250 or more devices with Windows XP and Office 2003 (or with any requirement for support on Exchange 2003) will be able to access the security patches via your existing Microsoft Premier contract.

Details on how to access the security patches for organisations with less than 250 devices with Windows XP and Office 2003 are currently being confirmed. We will confirm these details directly to your organisation.

What if my organisation does not have a Microsoft Premier contract?

You will only need a Microsoft Premier contract to access the security updates if your organisation uses Windows XP on 250 or more devices. A basic level premier support agreement is available, which provides reactive hours only (no onsite support), exclusively to those organisations utilising this centralised custom support agreement at a heavily reduced cost from a standard entry level contract. If you would like assistance placing a Microsoft Premier contract please contact us at xpsupport[at]ccs.gsi.gov[dot]uk

If you have any specific questions on this agreement please contact xpsupport[at]ccs.gsi.gov[dot]uk for further information.

For any PSN compliance or migration questions please email psna.compliance[at]cabinet-office.gsi.gov[dot]uk