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Get Help and Technical Support for FOPE

 

Applies to: Office 365 for enterprises, Live@edu, Forefront Online Protection for Exchange

Topic Last Modified: 2013-03-06

Microsoft provides a number of choices for you to get help with Forefront Online Protection for Exchange in addition to the global, around-the-clock, assisted support that is included with a FOPE subscription. You may be able to solve an issue on your own by using information that you can find in community and self-help web sites.

You can first look to the Resources page that is found on the Information tab in the Administration Center. You can also look for additional support resources, see Additional Internet Resources for FOPE Help.

As an administrator, you can use the Administration Center to submit new support incidents. The technical support service level objectives and the technical support escalation path are shown on the Resource tab of the Welcome pane in the Administration Center.

  • Get Help Now option on the Administration Center. Qualified users of the Administration Center can submit technical support requests by using the Get Help Now option, which is available on both the Resources page and on a shortcut menu that is located underneath qualified users’ logon names. This link will lead to the Microsoft Support home page. Here, qualified users can complete and submit support requests and track the progress of existing requests. Support requests are typically responded to in less than 24 hours. Qualified users are those people who have an Administrator-level role in the Administration Center. Following is a list of all the roles that are granted access to the Get Help Now option. Other users will not see this option when using the Administration Center.
    • Administrator
    • Administrator Read-Only
    • Reporting User
    • Account Manager
    • Quarantine Administrator
    • Archive Relationship Administrator
    • Archive Roles Administrator
    • Archive Retention Administrator
    • Archive Compliance Administrator
  • Telephone. Customers outside the United States can call the Universal International Freephone Number 800-0000-0060. Customers within the United States should use the other resources and contact methods described in this topic.
  • Microsoft Premier Support. This service is for Microsoft Premier Support subscribers only. For more information about accessing Premier Support, go to the Microsoft Premier Support Online Portal or the Microsoft Premier Support Web site.
 
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