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Support Features in Yammer

Office 365
 

Applies to: Office 365, Yammer Enterprise

Topic Last Modified: 2016-05-27

The following support features are available in Yammer.

ImportantImportant:
Yammer does not support recovering deleted content—such as External Networks, Users, Messages, Groups, and Files—including content accidentally deleted by administrators of networks.
Microsoft does not provide custom or ad hoc reports outside of the analytics features available in Yammer. Occasionally we can provide a custom report in the course of a support request, but for the most part, we cannot accommodate direct requests for the data.

The Microsoft FastTrack service can help your organization move to the Microsoft Cloud by providing help at every step along the way. FastTrack enables you to strategically plan rollouts, quickly ramp up new services, and onboard new users. For details, visit the FastTrack Center. For information about creating your Yammer network, including pre-launch, launch, and support documents and activities, visit the Envision page and click Bring Your Team Together.

Technical support is available to answer customer questions and resolve issues quickly. Yammer customers can receive support by posting to the public support forum, which is monitored 24 hours a day, seven days a week by support agents. If you’re a Yammer customer searching for support, see Yammer Public Support.

Yammer Enterprise administrators are responsible for account maintenance and are authorized to communicate directly with the Microsoft Support team. If you’re a Yammer Enterprise administrator searching for support, see Microsoft Support.

Microsoft Support assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.

 

Severity Level Description Examples

Sev A (Critical)

Service is unusable for the majority of End Users.

The Yammer Platform is down.

Sev B (High)

Service is usable, but severely impaired.

Posting to feeds isn’t working as expected.

Sev C (Medium)

Service doesn’t work as expected, but a workaround is available.

File previews aren’t appearing as expected.

Initial response times are based on the severity levels described above and the type of Yammer subscription. The target response times are described in the following table.

 

Severity Level Yammer Basic Yammer Enterprise

Response time for Sev A (Critical)

Next business day

1 hour (24 hours a day, 7 days a week response)

Response time for Sev B (High)

Next business day

8 hours (24 hours a day, 7 days a week response)

Response time for Sev C (Medium)

Next business day

24 hours (24 hours a day, 7 days a week response)

Need help figuring out which Yammer plan best fits your organization’s needs? Use the following table to see which support features are available in each plan.

 

Feature Yammer Basic Yammer Enterprise

FastTrack Center

No

Yes

Customer support

Yes

Yes

Administrator support

No

Yes

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