How to get support for Microsoft Intune
Updated: August 1, 2015
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.
Support is provided for technical issues, and for non-technical issues such as billing and licensing.
Microsoft Intune: Technical support is available by phone and online. You can also access the Documentation for Microsoft Intune on TechNet, and find self-help by clicking the Help link located at the top right-hand corner of the Intune administrative consoles.
If you use Microsoft System Center Configuration Manager or Microsoft System Center Endpoint Protection: For technical support with Configuration Manager or Endpoint Protection, contact your partner or visit the Microsoft System Center Configuration Manager and System Center Endpoint Protection Solution Center to find rich self-help material, with the option of opening a support request online or over the phone.
Technical support for System Center Configuration Manager or System Center Endpoint Protection requires either payment or is decremented from your existing licensing or Premier Support agreements.
Non-technical support is provided by Microsoft Online Customer-Partner Care (CPC), and includes issues with:
This also includes non-technical questions or problems like:
Subscribing to Intune
Sign in problems
Managing your subscription, and converting trial subscriptions to paid subscriptions
Questions about ordering or billing
If you are not a volume license customer, you 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
For purchase or transactions support, enterprise customers should contact one of the following:
Your Microsoft Online Services Partner
An authorized Microsoft Large Account Reseller (LAR)
An authorized Microsoft Enterprise Software Advisor (ESA).
Use the Intune non-technical e-mail support portal to request support for billing issues, or subscription issues.
You can track the status of your support requests, as described in Track your support requests.
Non-technical e-mail support is available in the following languages:
You can select a Microsoft partner and delegate administrative functions, including creating service request tickets. For more information, see Help for Microsoft Intune Partners.
If you have already purchased licenses from Microsoft under a volume licensing program, use the following for support:
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.
Initial Response Times:
Operations and Support Description
Microsoft Intune / Enterprise Mobility Suite
Microsoft Intune / Enterprise Mobility Suite
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.
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.
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.
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 console and to communicate directly with Microsoft about Intune service requests. These administrators can also include Microsoft partners that you have specified as delegated administrators.
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