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Support Features in Yammer

Office 365
 

Applies to: Office 365

Topic Last Modified: 2013-11-18

The following support features are available in Yammer.

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The customer success center is your guide to self-help resources, templates, and tools for setting up a successful Yammer network. You’ll also have access to training and education resources, admin set up guides, and the most up-to-date product roadmaps.

Yammer Enterprise customers can receive information and guidance on how to start and maintain a successful Yammer network through the customer success program. The program consists of methodology and self-guided resources, webinars, customer community, access to Customer Success Managers, regional user groups and events, and community-based learning and support.

Technical support is available to answer customer questions and resolve issues quickly. Yammer customers can receive support by posting to the public support forum, which is monitored 24 hours a day, seven days a week by support agents. If you’re a Yammer customer searching for support, see Yammer Public Support.

Yammer Enterprise administrators are responsible for account maintenance and are authorized to communicate directly with the Microsoft Support team. If you’re a Yammer Enterprise administrator searching for support, see Microsoft Support.

Microsoft Support assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.

 

Severity Level Description Examples

Sev A (Critical)

Service is unusable for the majority of End Users.

The Yammer Platform is down.

Sev B (High)

Service is usable, but severely impaired.

Posting to feeds isn’t working as expected.

Sev C (Medium)

Service doesn’t work as expected, but a workaround is available.

File previews aren’t appearing as expected.

Initial response times are based on the severity levels described above and the type of Yammer subscription. The target response times are described in the following table.

 

Severity Level Yammer Basic Yammer Enterprise

Response time for Sev A (Critical)

Next business day

1 hour (24 hours a day, 7 days a week response)

Response time for Sev B (High)

Next business day

8 hours (24 hours a day, 7 days a week response)

Response time for Sev C (Medium)

Next business day

24 hours (24 hours a day, 7 days a week response)

Need help figuring out which Yammer plan best fits your organization’s needs? Use the following table to see which support features are available in each plan.

 

Feature Yammer Basic Yammer Enterprise

Customer success center

Yes

Yes

Customer success program

No

Yes

Customer support

Yes

Yes

Administrator support

No

Yes

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