How to get support for Microsoft Intune
Updated: January 14, 2016
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. Online technical support is available in English and Japanese. Non-technical support is available in additional languages.
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.
Sign in to Intune and then 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:
For billing and licensing issues select Billing and product info.
For all other Intune issues select Mobile device management. This option also covers Office 365 MDM and System Center Configuration Manager with Intune.
You may have to click more at the bottom of the list to see all of the categories.
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.
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.
To track your requests, go to the Office 365 admin center. At the bottom of the Create a service request list, click See all support tickets. By default, you will see all of your service requests that are in an open state. To change which service requests you see, for example, to see closed requests, click the filter icon in the top navigation and select your preferred view.
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.
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:
For support related to licenses and locating keys, see Volume Licensing Service Center
For billing questions, see Billing and Subscription Management Support
For general information about volume licensing, see Volume Licensing
We prioritize the support cases we receive so that we can take care of the most urgent cases most quickly. To help us prioritize support cases we give each case a severity level shown in the following table. You can also see response times for each severity level.
Initial Response Times:
|Severity Level||Operations and Support Description||Microsoft Intune / Enterprise Mobility Suite|
|Microsoft Intune / Enterprise Mobility Suite|
|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 Hours|
|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|
Successful technical support depends on the partnership between Microsoft support and your organization's IT department. Initial troubleshooting efforts in your organization, combined with effective communication between your admins and Microsoft, can help resolve issues quickly.
People with Intune administrator roles (including tenant administrators and service administrators) 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.
Manages service administration and account maintenance
Submits service requests to Microsoft
Provides user account setup and configuration to allow users access to the services
Manages client connectivity and software installation issues
Manages service availability issues within your organization
Uses Microsoft’s self-service support resources to resolve support issues
Microsoft Support is here to assist you should your issue persist in spite of your troubleshooting efforts.
Our role 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 your 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