At Microsoft our mission and values are to help people and businesses throughout the world realize their full potential. Microsoft is here to help you with products including Office, Windows, Surface, and more. Find articles, videos, training, tutorials, and more. Help and support content for Windows operating systems, including Windows 10, Windows 8.1, and Windows 7. Learn about activation, installation, updates, privacy, security, and how to install and configure devices on Windows. Microsoft Support offers help options including site search, product-specific articles, links to business support plans and the Microsoft Community discussion forum, where you can ask questions and interact with fellow users and experts. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization's account.
-->Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services, including Intune, Configuration Manager, and Microsoft Managed Desktop. You can access support for all of these from the Microsoft Endpoint Manager admin center.
Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in additional languages.
With administrative access to the admin center, you can use the Help and Support option to file an on-line support ticket for a supported service. To create and manage a support incident, your account must have an Azure Active Directory (Azure AD) role that includes the actionmicrosoft.office365.supportTickets. For information about Azure AD roles and permissions that are required to create a support ticket, see administrator roles in Azure Active Directory.
Important
For technical support with third-party products that work with Intune (like Saaswedo, Cisco, or Lookout), contact the supplier of that product first. Before you open a request with Intune support, make sure you configured the other product correctly.
Access Help and support
Use one of the following links to open the Microsoft Endpoint Manager admin center. The link you use depends on how your tenant is hosted:
- Public cloud: Use https://endpoint.microsoft.com
- Private cloud for government, which is also known as a sovereign cloud like Azure Government: Use https://endpoint.microsoft.us
From within the admin center, use one of the following methods to access Help and support:
Go to Troubleshooting + support > Help and support to open the Help and support pane.
From any node in the admin center, select Help and support to open the Help and support pane.
From any node in the admin center, select the ? icon in the upper-right corner to open the Help pane. Then, select Help + support to open the Help and support pane
The following image is an example of accessing help and support for Microsoft Intune by navigating to the Endpoint security node for Intune, and then selecting Help and support:
On the Help and support pane, select a tile to focus support on the scenario you are seeking assistance for. The following information can help you choose the correct focus:
Intune:
- Managing devices with Intune
- Endpoint analytics for Intune devices
Configuration Manager:
- Desktop Analytics
- Endpoint analytics for Configuration Manager devices
- Tenant attach for Configuration Manager devices
For issues with on-premises Configuration Manager, open your case at www.support.microsoft.com.
Co-management:
- Co-management workloads with Intune or Configuration Manager as the management authority
Microsoft Managed Desktop:
This tile is available only to Microsoft Managed Desktop customers.
- Information requests for the Microsoft Managed Desktop tenant or configuration
- Change requests to the configuration of Microsoft Managed Desktop devices
- Reporting an incident or outage
If you are a Microsoft Managed Desktop customer, selecting that tile for Microsfot Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see Admin support for Microsoft Managed Desktop.
Tip
Help and Support might fail to open for newly created tenants, and the following message is presented:
- We encountered an unknown problem. Please refresh the page but if the problem persists, please create a case through M365 Admin Center and reference the session ID provided.
The error details include a Session ID, Extension details, and more.
This problem occurs when you've not authenticated and accessed the Need Help from your new tenant account through either the Microsoft 365 Admin Center at https://admin.microsoft.com, or the Office 365 portal at https://portal.office.com. To resolve this problem, select the link for Microsoft 365 Admin Center in the message, or visit https://portal.office.com, and sign in. Following authentication at either site, go to the Admin area and click the Need Help icon in the lower right. After completeing these steps Help and Support for Intune becomes accessible.
The support experience
After you select a support scenario, the admin center presents the Help and Support page where the support scenario you've selected appears at the top (1). If the wrong support scenario was selected, you'll need to go back to make a different selection:
Above the Need Help? title are three icons that you can select to open different panes of the Need Help? window. The pane your viewing is identified by the underline.
Tip
Peugeot 205 gti repair manual. Customers with a Premier or Unified support contract have additional options for support.If you've a Premier or Unified support contract, you'll see a banner thats similar to the following image:
By default, the Help and support page opens to the Find Solutions pane. However, if you have an active support case then help and support opens to the Service requests pane where you can view details about your active and closed support cases.
Find solutions
On the Find solutions pane, specify a few details about an issue in the provided text box. The pane returns one or more of the following options based on the details you provide:
- Run diagnostics – From the console you can start automated tests and investigations of your Tenant that can reveal known issues. When you run a diagnostic, you might receive mitigation steps you can take to help resolve the issue.
- View insights – Find links to documentation that provide context and background for the product area or actions you've described.
- Recommended articles – Follow links to troubleshooting and related content that focus on the issue you've described.
For example, for Microsoft Intune you might enter device enrollment failure. With these criteria, your results include the option to run Run diagnostics for a user account:
Running the diagnostics can identify issues for that account in your Azure AD. In this example, the user wasn't assigned a license for Intune, preventing the device enrollment, and a link to relevant content is provided:
Contact support
From the contact support pane, you can submit a request for assistance. This pane is available after you provide some basic keywords on the find solutions pane.
When requesting assistance, provide a description of the problem with as much detail as needed. After confirming your phone and email contact information, select the method of contact you prefer. The window displays a response time for each contact method, which gives you an expectation of when you'll be contacted. Before submitting your request, attach files like logs or screenshots that can help fill in details about the issue.
After you fill in the required information, select Contact me to submit the request.
Service requests
The Service requests pane displays your case history. Active cases are at the top of the list, with closed issues also available for review.
If you have an active support case number, you can enter it here to jump to that issue, or you can select any incident from the list of active and closed incidents to view more information about it.
When you're done viewing details for an incident, select the left arrow that appears at the top of the service request window just above the icons for the three Need Help? pane icons. The back arrow returns the display to the list of support incidents you've opened.
Premier and Unified support customers
As a customer with a Premier or Unified support contract, you can specify a severity for your issue, and schedule a support callback for a specific time and day. These options are available when you open or submit a new issue and when you edit an active support case.
Severity - The options to specify the severity of an issue depend on your support contract:
- Premier: Severity of A, B, or C
- Unified: Critical, or non-critical
Selecting either a severity A or Critical issue limits you to a phone support case, which provides the fastest option to get support.
Callback schedule - You can request a callback on a specific day and time.
Next steps
-->Important
You must be an admin for a business subscription to use these support methods. If you're not a business admin, please use this support page.
Start by checking the current health of your services. You can view detailed information about current and past issues on the Service health dashboard. If you're experiencing an issue that isn't listed, you can get support in one of the following ways:
Online support
https://truemup194.weebly.com/hazel-4-2-2.html. Save time by starting your service request online. We'll help you find a solution or connect you to technical support.
Go to the admin center at https://admin.microsoft.com. If you get a message that says you don't have permission to access this page or perform this action, then you aren't an admin. Who has admin permissions in my business?
Select the Need help? button.
In the Need help? pane, tell us what you need help with, and then press Enter.
If the results don't help, select Contact support.
Enter a description of your issue, confirm your contact number and email address, select your preferred contact method, and then select Contact me. The expected wait time is indicated in the Need help? pane.
Phone support
Billing support is provided in English from 9 AM-5 PM (9 AM-6 PM in Australia), Monday-Friday.
Technical support is provided in English 24 hours a day, 7 days a week.
Admins, have your account details ready when you call.
Note
To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization's account.
In the United States, call 1 800 865 9408.
In Australia, call 1 800 197 503.
Av voice changer software mac. In Canada, call 1 800 865 9408.
In the United Kingdom, call 0800 032 6417.
If your support phone number isn't listed above, use the drop-down menu below to find the number for your country or region.
- Select your country or region
With every subscription of Office 365 operated by 21Vianet, 21Vianet support provides technical, pre-sales, billing and subscription support. Support is available both online through the Office 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions.
Authorized administrators can use the Office 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. For instructions, see Contact support.
The Office 365 operated by 21Vianet technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must work with their networking team for assistance.
Community and self-service support options
Self-service support is available for all Office 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. For more self-help resources, see Learn about Office 365 operated by 21Vianet.
Pre-sales support
Pre-sales support for Office 365 operated by 21Vianet 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. For instructions, see Contact support.
Billing and subscription management support
Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), 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 operated by 21Vianet portal. For instructions, see Contact 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
Technical support for Office 365 operated by 21Vianet 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
|
| Configuration | Service configuration issues
|
Adobe version 7. Note
You can learn how to contact technical support here: Contact support.Technical support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Community.
Technical support case handling
21Vianet 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. |
|
| 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. |
|
| 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. |
|
Technical support initial response times
Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.
| Security level 1 | 21Vianet customer support team Initial response | Customer responsibility |
|---|---|---|
| Sev A 2 (Critical) | Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. | Provide solid business impact statement (see the severity A description and examples above); Allocate resource to ensure continues collaboration with 21Vianet customer support agent for the joint investigation and necessary communication; Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev B (High) | Initial Response: 1 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev C (Medium) | Initial Response: 3 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.
2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B.
Technical support working hours
Severity A: 24*7 continuous service
Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.
Contact support
Note
Assisted support options are for admins of Office 365 subscribed organizations only. If you use Office 365 but you're not an admin, you can still get support in the community forums, or by contacting your admin.
Open an online request
Save time by starting your service request online. In the Microsoft 365 admin center, choose Support > New service request.
Call support
Call support. If you encounter any problem with online request, phone support is available at (86) 400-089-0365.
Shared support responsibilities
21Vianet 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.
Administrator roles and responsibilities
People with administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office 365 operated by 21Vianet portal and to communicate directly with 21Vianet about Office 365 service requests.
With Office 365 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 Assign admin roles in Microsoft 365 for business.
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 21Vianet.
The administrator's role is to: https://besthfiles331.weebly.com/xforce-keygen-autocad-2015-64-bit-free-windows-8.html.
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 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 support.
21Vianet support role
21Vianet's support 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.
Feature availability
To view feature availability across Office 365 plans, see Office 365 Service Description
Follow us on WeChat
Scan this QR code to follow us on WeChat and get the latest updates for Office 365 operated by 21Vianet.
This article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.
As an admin for Office 365 Germany, you get free access to our knowledgeable support agents for help resolving technical issues, as well as for pre-sales, account, and billing support. You can also contact us on behalf of Office 365 Germany users in your organization.
Note
All of the support options below are for Microsoft Cloud Germany. For more information about how Microsoft uses the data that you provide when you contact Microsoft support, please see the privacy statement.
Get assisted support
Assisted support options are for admins of Office 365 Germany subscribed organizations only. If you use Office 365 Germany at work or school, but you're not an admin, you can still get support in the community forums, or by contacting your admin or IT department.
Open an online request. Save time by starting your service request online. In the admin center, choose Support > New service request. We'll help you find a solution or connect you to an expert who will contact you by email or phone.
Call support. We're here to talk. Admins, have your account details ready when you call support.
| Region | Phone number | Hours |
|---|---|---|
| Germany | 0800 589 2330 | Billing Support:
|
| All other markets within the European Economic Area | +49 69 380 789 305 | Billing Support:
|
Let our community help
Microsoft Office 365 Login
You can also search the Microsoft 365 for business community forums to find known issues and trending topics, or to post a new question. The community forums are monitored by trained Microsoft support agents who can help resolve your issue.
