11. Who can receive support in the Extended Support phase?
Extended Support will be available to all customers*. Extended Support includes paid support (support that is charged on an hourly basis or per incident), security update support at no additional cost, and paid hotfix support. To receive hotfix support, an Extended Hotfix Support contract must be purchased within the first 90 days following the end of the Mainstream Support phase. Microsoft will not accept requests for warranty support, design changes, or new features during the Extended Support phase.
* Extended Support is not offered for Consumer, Hardware, or Multimedia products.