PSS ID Number: Q182218

Article Last Modified on 06-1-2001

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The information in this article applies to:

• Microsoft Office 98 Macintosh Edition

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Summary

Professionals should adhere to the support boundaries described in this article when dealing with Microsoft Office 98 Macintosh Edition setup issues over the telephone.

NOTE: The information contained in this article does not apply to earlier versions of Microsoft Office. For more information on earlier support boundaries, see the following article in the Microsoft Knowledge Base:

Q117476 Policy: Support Boundaries for MS Excel and Office

More Information

The support boundaries for Microsoft Office 98 Setup issues are as follows:

Professionals should:

• Help the user install Microsoft Office 98 as either a stand-alone or network application, as explained in the user documentation. This includes the following types of installation:

        Easy Drag & Drop          Server Install       Run from Server
        Complete Drag & Drop      Custom Install       Run from CD 




• Help the user install Microsoft Office 98 to any network volume accessible through the Apple Chooser.



• Assist the user with the send mail features in Microsoft Office 98 with the following POP3/IMAP mail clients:

  Microsoft Outlook Express
  Microsoft Outlook
  Microsoft Exchange
  Claris E-mailer
  Eudora Lite
  Eudora Pro
  Quarterdeck Mail
  StarNine Mail
  Microsoft Mail




• Troubleshoot errors that occur during setup and when the program initially starts.



• Perform general hardware check and review of settings files.



• Check the integrity of the medium, CD-ROM.



• Support the portion of the Microsoft Office Resource Kit documentation devoted to Microsoft Office 98.

Professionals SHOULD NOT:

• Support installation on operating systems not listed on the box if the issue is determined to be operating-system specific.



• Support installation on a system that does not meet the minimum resource requirements specified on the box.



• Help the user install to any network that is not supported by the Macintosh and Apple Computer.



• Troubleshoot an error that occurs in an application which the support professional does not support if that application does not start properly. That application queue owns the call.



• Support manual modification of any setup file for Microsoft Office 98 including the Installer unless it is for a documented (KB) bug fix.



• Support any of the documentation in the Microsoft Office 98 Resource Kit that is devoted to an application that the support professional does not support.



• Assist customers in the installation of Microsoft Internet Explorer, Outlook Express, FrontPage, Bookshelf, or Encarta Deluxe. Installation of these applications is handled by that product's support queue.

Additional query words: OFF98 off98suppbounds

Keywords: kbpolicy kbdta
Issue Type: kbinfo
Technology: kbHWMAC kbOSMAC kbOfficeMacSearch kbOffice98Search kbOffice98