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Microsoft Intune support

Updated: November 21, 2014

Applies To: Microsoft Intune

With every Microsoft Intune subscription, Microsoft Support provides global technical, pre-sales, billing, and subscription support. Support is available both online and by telephone for both paid and trial subscriptions.

Microsoft understands that receiving timely technical support from qualified professionals is key to the value proposition of cloud services. Equally important is the critical role that the customer’s IT department plays in the support of its users.

People with Intune administrator roles (including tenant administrators and service administrators) are the only ones in your organization who are authorized to access the Intune Administration Portal and to communicate directly with Microsoft about Intune service requests. These administrators can also include Microsoft partners that you have decided to delegate administrative functions to.

The administrator’s role is to:

  • Manage service administration and account maintenance

  • Submit service requests to Microsoft

  • Provide user account setup and configuration to allow users access to the services

  • Manage client connectivity and software installation issues

  • Manage service availability issues within your organization

  • Use Microsoft’s self-service support resources to resolve support issues

The administrator is expected to provide initial assistance for your organization’s users. However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should contact Technical Support.

The role of Microsoft Support is to:

  • Troubleshoot, manage, and resolve customer issues and escalations

  • Gather and validate information related to specific service requests

  • Provide issue coordination and resolution management

  • Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis

  • Provide assistance with licensing, invoicing, and subscription inquiries

  • Provide assistance with purchasing and trial inquiries

  • Continually gather customer feedback on how to improve the service through surveys

(Pre-Purchase, Purchase, General Provisioning, and Activation Support – provided by Microsoft Online Customer-Partner Care)

This includes non-technical questions or problems subscribing to, logging into, or managing my Intune subscriptions (including converting trial subscriptions to paid subscriptions), or questions about ordering or billing.

For purchase or transactions support, enterprise customers should contact their Microsoft Online Services Partner, authorized Microsoft Large Account Reseller (LAR), or authorized Microsoft Enterprise Software Advisor (ESA).

Non-volume license customers can use Microsoft CPC for the following issues:

  • Questions about how to purchase Intune for non-Volume Licensing customers

  • Questions about activation (including Windows Client and MDOP keys)

  • Questions about billing

  • Requests to change subscription, including adding users, removing users, upgrading, downgrading, or changing payment type

  • Requests for Renewal. If you have not opted into auto-renew, then you must call support to renew your subscription after the original subscription ends

  • Requests to cancel a subscription

Technical support is available online, by phone, or self-help, by logging into your Microsoft Intune account and by clicking the Help link located at the top right-hand corner of the Microsoft Intune Administrator Console.

For technical support with System Center Configuration Manager or System Center Endpoint Protection, contact your partner or visit the System Center Configuration Manager/System Center Endpoint Protection Solution Center which provides rich self-help material and the ability to open a support request online or over the phone.

ImportantImportant
Technical support for System Center Configuration Manager or System Center Endpoint Protection requires payment, or it will be counted as a decrement towards your existing licensing or Premier Support agreements.

Phone and e-mail support is available in a wide variety of languages:

  • Phone: To call a local support phone number for both technical and non-technical issues, see: Contact Assisted Phone Support for Microsoft Intune

  • E-mail: For non-technical questions including product questions, billing issues, or subscription issues, request non-technical e-mail support here.

    ImportantImportant
    Non-technical e-mail support is available in the following languages: Arabic, Dutch, English, French, German, Hebrew, Italian, Japanese, Korean, Malay, Polish, Portuguese (Brazil), Russian, Spanish, Traditional Chinese and Turkish.

  • E-mail: For technical questions or issues with the Intune service request technical e-mail support here.

    ImportantImportant
    Technical e-mail support is available in English and Japanese only.

Microsoft assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Descriptions of severity levels and initial response times are shown in the following table. These response times are the same as those for Premier Support customers.

Contact: Microsoft System Center Configuration Manager and System Center Endpoint Protection Solution Center

 

SeverityLevel Operations and Support Description Initial Response Time

Sev A(Critical)

One or more services aren’t accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected.

1 Hour

Sev B(High)

The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected.

2 Hours

Sev C(Medium)

The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists.

4 Hours

You can select a Microsoft partner and delegate administrative functions, including creating service request tickets. For more information, see the Partners service description.

If you have already purchased licenses from Microsoft under a volume licensing program, use the following for support:

 
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