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Windows Intune support

Updated: April 1, 2014

Applies To: Windows Intune

With every Windows 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.

To contact a support professional by email, online, or the phone, open a support request for Windows Intune on the Support for Microsoft Windows Intune page.

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

The administrator is:

  • Responsible for service administration and account maintenance

  • The primary contact that sets up and supports each service user

  • Authorized to submit service requests to Microsoft

The administrator’s role is to:

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

  • Address client connectivity and software installation issues

  • Address 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

This includes non-technical questions or problems subscribing to, logging into, or managing my Windows 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, Monday thru Friday, 9:00 AM – 5:00 PM PST:

  • Questions about how to purchase Windows 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

Contact Support for Microsoft Windows Intune page.

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

Contact Support for Microsoft Windows Intune page.

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.

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

Phone and email support is provided in English on a 24-hour basis. Phone and email support is provided in Japanese during regional business hours. Phone support for other languages is provided using an interpreter service, for details see: Contact Assisted Phone Support for Windows Intune.

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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