DRAFT: Support

All of the support options below are for worldwide versions of Office 365. For all support for Office 365 operated by 21Vianet in China, see Get technical, billing, and subscription support for Office 365 operated by 21Vianet. For Office 365 Germany, see Get technical and billing support for Office 365 Germany.

With every Microsoft Office 365 Enterprise, Business, Education, and Government subscription, Microsoft Support provides global technical, pre-sales, billing and, subscription support. Support is available both online through the Office 365 portal, and by telephone for both paid and trial subscriptions. For more information, see Office 365 Support Options.

Authorized administrators can use the Office 365 portal to submit service requests online, access support telephone numbers, and view all open and recently closed service requests. Service requests submitted in the Office 365 portal can be reopened for up to 14 days after the request has been closed. For instructions, see Contact Office 365 for business support.

The O365 technical support team troubleshoots only those issues that are related to Office 365. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must either work with their networking team or the engage the Microsoft Networking team for assistance.

Self-service support is available for all Office 365 plans, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. For more information about self-service support resources, see the 說明和訓練 service description.

Pre-sales support for Office 365 provides assistance on subscription features and benefits, plan comparisons, pricing and licensing, and helps to identify the right solution to meet your business needs. In addition, pre-sales support can help you find a Partner, and purchase and sign up for a trial. You can call during local business hours, Monday through Friday. Pre-sales support can be accessed using the same phone number as with technical support. The support telephone number can be found on the Office 365 portal of the free trial. For instructions, see Contact Office 365 for business support.

Assistance for billing and subscription management issues is available online or by telephone during local business hours, Monday through Friday. Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Office 365 portal. For instructions, see Contact Office 365 for business support.

Here are some examples of billing and subscription management issues:

  • Signing up for a trial or purchasing a subscription

  • Converting from a trial subscription to a paid subscription

  • Understanding the bill

  • Renewing a subscription

  • Adding or removing licenses

  • Canceling a paid subscription

Technical support for Office 365 subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.


Support Category Examples

Installation and setup

  • Exchange Online:

    • Office 365 mailbox migration

    • Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox)

    • Autodiscover configuration

  • SharePoint Online:

    • Permissions and user groups

    • Configuration of external users

  • 商務用 Skype Online:

    • Installation and creating contacts

  • Microsoft Office 365 專業增強版: Installation and setup assistance


  • Service configuration failure issues

    • Provisioning issues

    • Domain setup and re-delegation

  • Service configuration issues

    • Single sign-on (SSO)

    • Active Directory synchronization

You can learn how to contact technical support here: Contact Office 365 for business support.
Technical Support for Office 365 does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Microsoft Community.

Microsoft 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 Operations and Support Description Examples

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.

  • Widespread problems sending or receiving mail.

  • SharePoint site down.

  • All users can’t send instant messages, join or schedule Skype for Business Meetings, or make Skype for Business calls.

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.

  • Send button in Outlook is garbled.

  • Setting is impossible from EAC (Exchange Admin Center) but possible in PowerShell.

Sev C (Non-critical)

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.

  • How to set user password that never expires.

  • User can’t delete contact information in Exchange Online.

Initial response time is based on the severity levels described above and the type of Office 365 subscription. The response time objectives are described in the following table.


Severity Level

Office 365 商務基本版1

Office 365 商務版1

Office 365 商務進階版1

Office 365 教育版1

Office 365 Enterprise E12

Office 365 Enterprise E32

Office 365 Government G22

Office 365 美國政府版 E32

Office 365 企業版 F12

Office 365 美國政府版 K1 2

Elevated Support Options3

Sev A (Critical)

Available: 24/74

Response time: one hour

Available: 24/74

Response time: one hour

Available: 24/74

Response time: one hour

Available: 24/74

Response time: one hour

Sev B (High)

Available: business hours

Response time: no commitment

Available: 24/74

Response time: next day

Available: 24/74

Response time: next day

Available: 24/74

Response time: 2 hours

Sev C (Medium)

Available: business hours

Response time: no commitment

Available: 24/74

Response time: no commitment

Available: 24/74

Response time: no commitment

Available: 24/74

Response time: 4 hours

1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft.
2 Enterprise plans include 24/7 phone support from Microsoft for all issues,
3 For descriptions of the elevated support options, see Additional support options.
4 Calls and service requests are handled 24 hours a day, seven days a week in most countries and regions.

Support for paid standalone plans is handled with the same level of support and response time objectives as Office 365 plans in the Enterprise service family. For a list of standalone plans, see Standalone services.

Depending on the location and language, support engineers are available during most regional business hours and, in several cases, on a 24-hour basis. For more information, see International Phone Numbers and Office 365 Support Options. If additional translation assistance is required, support engineers can remain on the line and arrange for a translator to join the call.

Microsoft understands that receiving timely technical support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customer’s IT department plays in the support of its users.

People with Office 365 administrator roles are the only ones in the customer’s organization authorized to access the Admin section of the Office 365 portal and to communicate directly with Microsoft about Office 365 service requests.

With Office 365 Enterprise and Office 365 Business plans, you can designate several types of administrators who serve different functions. This service description uses the generic title administrator to refer to all categories of administrators. For more information about the types of administrator roles, see Assigning admin roles.

The administrator is:

  • Responsible for service administration and account maintenance.

  • The primary contact that sets up and supports each service user.

  • Authorized to submit service requests to Microsoft.

The administrator’s role is to:

  • Provide user account setup and configuration to allow users access to the services.

  • Address client connectivity, client software, and mobility installation issues.

  • Address service availability issues within the customer’s organizational span of control.

  • Use Microsoft’s self-service support resources to resolve support issues.

The administrator is expected to provide initial assistance for the customer’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’s role is to:

  • Troubleshoot and provide technical guidance for 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.

While the support services included with Office 365 meet the needs of many customers, customers with more advanced requirements or complex environments should consider paid support options from Microsoft. These elevated support offers include quicker response objectives, the ability to set issue severity level, and access to additional technical resources and support account management.

Examples of elevated support include:

  • Service update management

  • End-to-end support for clients and services

  • Reactive and advisory services from advanced engineers

  • Incident management and on-site workshops

There are several types of additional support services available:

  • For options for large enterprise customers looking for a full-lifecycle service to support their move to Office 365, see Microsoft Services for Office 365.

  • For options for large enterprise customers looking for a managed support service that covers both Office 365 and on-premises technologies required to access the online service, see Premier Support.

  • For options for smaller enterprise customers in the United States, Canada, and the United Kingdom, see Professional Direct Support.

You can select a Microsoft partner and delegate administrative functions, including creating service request tickets. For more information, see the 合作夥伴 service description and Add, change, or delete a subscription advisor partner.

Developers can learn more about developing Office and SharePoint applications for Office 365 at the MSDN Microsoft Developer Network. Developer support is available through online blogs and forums in the developer community, through Premier or Partner support resources, or directly through Microsoft.  For links to developer support options, see Support Resources.

The Office 365 team does not support scripts. If you need assistance with scripts, contact Microsoft Support.

If you have already purchased licenses from Microsoft under a volume licensing program, here’s where to go for support:

To view feature availability across Office 365 plans, see Office 365 Platform Service Description.

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