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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.

Contact method

Options

Details

Phone

  • Technical

  • Non-Technical

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.

E-mail

  • Technical

Use the Intune technical e-mail support portal to request support for issues with the Intune service.

Technical e-mail support is available in the following languages:

  • English

  • Japanese

  • Non-Technical

Use the Intune non-technical e-mail support portal to request support for billing issues, or subscription issues.

Non-technical e-mail support is available in the following languages:

  • Arabic

  • Dutch

  • English

  • French

  • German

  • Hebrew

  • Italian

  • Japanese

  • Korean

  • Malay

  • Polish

  • Portuguese (Brazil)

  • Russian

  • Spanish

  • Traditional Chinese

  • Turkish

Microsoft Intune: Technical support is available online or by phone. 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 the option to open a support request online or over the phone.

System_CAPS_importantImportant

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:

  • Pre-Purchase

  • Purchase

  • General Provisioning

  • Activation Support

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).

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:

Severity Level

Operations and Support Description

Microsoft Intune / Enterprise Mobility Suite
 

Premier

Microsoft Intune / Enterprise Mobility Suite
 

Professional

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

2 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

4 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

8 Hours

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

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