How to get support for Microsoft Intune
Updated: October 6, 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 paid and trial subscriptions.
This topic describes how to obtain support, includes links that take you to the page where you can open a service request, and a link to a list of phone numbers for phone support in many languages.
For self help with Intune, see the Documentation for Microsoft Intune on TechNet, or click 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.
Online service requests
To create an online service request
Visit the Office 365 admin center.
Under the heading Create a service request select the category of issue for which you want to open a ticket, and follow the instructions.
On the identify the issue page select the Feature and Symptom for which you need help. You will be asked to provide an Issue summary and Issue details.
On the review suggestions page you'll find links to content that may help you resolve the issue on your own. If you can't resolve the issue you can click Yes, continue at the bottom of the page to submit your service request.
On the add details page, provide the requested information. You can attach screenshots or other documents by clicking attach a file.
On the confirm and submit page, provide contact information, review your request, and click Submit request. After the request is submitted you will be taken to a list of your service requests.
You can track the status of your support requests, as described in Track your service requests.
Online technical support is available in English and Japanese. Non-technical support is available in additional languages.
Support by phone
See Contact Assisted Phone Support for Microsoft Intune for a list of support phone numbers by country and region, support hours, and supported languages for each region.
Track your service requests
To track your support requests, go to the Office 365 admin center. At the bottom of the Create a service request list, click See all support tickets.
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.
Administrator role and responsibilities
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.
Microsoft Support role
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