Applies to: Office 365
Topic Last Modified: 2014-01-08
The Microsoft Office 365 support organization is committed to helping your organization quickly and efficiently resolve service-related incidents that your Office 365 users might encounter.
Support activities for Office 365 Dedicated plans include the following:
Help with aligning your service desk with Office 365 support. The Office 365 support team provides training and guidance that enables your service desk staff to support your end users and align your operations with Office 365 support services.
Respond to incidents escalated by your service desk. The Office 365 support team helps you resolve service-related incidents that cannot be resolved by your service desk staff.
Record, track, and communicate support incident status. The Office 365 support team that is working on escalated incidents provides, records, and communicates the status of each incident to your organization until the incident is resolved, service is restored, or the incident is archived.
Improve your satisfaction with support services. The Office 365 support team is continually working to improve your satisfaction by monitoring and evaluating support service metrics and internal processes.
This service description presents an overview of the support services provided for organizations subscribed to Office 365 for enterprises Dedicated plans and ITAR-support plans. It outlines the roles and responsibilities that both your organization and Microsoft have in resolving service-related incidents that users might encounter when using the Microsoft Exchange Online, SharePoint Online, and Lync Online Dedicated plans service offerings.