Check out this post:
Things to consider before submitting an incident to Microsoft
Getting the information together before you make that phone call can
speed up resolution to the issue. Also, if you do have a Technical
Account Manager, that person can help drive the support call to a happy
resolution (or as happy as the problem allows for).
Another point is to take a look at the MPS reports (a link to the KB is
given in the blog post). From them you can glean what bits of
information Microsoft PSS personnel are interested in. Knowing
what they're interested in points us to the information we should be
interested in. And that can often put us a step ahead in ourown
troubleshooting efforts where we might not have to make the support
call in the first place!
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