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Office 365 support

Fast help from experts, delivered when and how you need it

Get the most out of Office 365 with help from the experts

Microsoft has the breadth and depth to support customers and help them get the most out of Office 365 and their technology investments. Although with your Office 365 subscription you get a global network of experts with decades of knowledge about Microsoft productivity and collaboration tools, for our enterprise customers we recommend more enhanced support services through Premier Support for Office 365 and Microsoft Services. In addition, all organizations have access to self-help and IT-level assisted support options to meet their specific needs.

Office 365 support features

Are you looking for help for your Office 365 plan? Log into your account on the Microsoft Online Portal and click the Support tab.

Comparison of proactive support options for Office 365 Business and Enterprise plans

Proactive support features

Office 365 Business plans features

Office 365 Enterprise(Office 365 Education and Office 365 Government plan customers follow the Enterprise support features) plans features

Feature Guaranteed 99.9% uptime:
Get peace of mind knowing that your services are available with a guaranteed 99.9% uptime, financially backed service level agreement (SLA).
This feature is includedThis feature is included
Feature Service Health Dashboard:
Always know the current health of your Office 365 services, and view detailed information about current and past issues.
This feature is includedThis feature is included
Feature Planned maintenance schedule:
Keep up to date on planned maintenance events of your Office 365 services.
This feature is includedThis feature is included

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Comparison of self-help options for Office 365 Business and Enterprise plans

Self help features

Office 365 Business plans features

Office 365 Enterprise (Office 365 Education and Office 365 Government plan customers follow the Enterprise support features) plans features

Feature Community support:
The Office 365 community has helpful blogs, useful content, and knowledgeable experts in the community forums to answer your questions.
This feature is includedThis feature is included
Feature Self-help troubleshooters:
Take troubleshooting into your own hands to solve common issues quickly.
This feature is includedThis feature is included

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Comparison of assisted support options for Office 365 Business and Enterprise plans

Assisted support features

Office 365 Business plans features

Office 365 Enterprise (Office 365 Education and Office 365 Government plan customers follow the Enterprise support features) plans features

Feature Web/Email support:
Optimize issue resolution by submitting technical issues via the web, where your issue can be routed to the most knowledgeable support agent quickly.
This feature is includedThis feature is included
Feature Pre-sales support:
Resources are available to help you with your purchasing decision for Office 365 services.
This feature is includedThis feature is included
Feature Accounts and billing support:
Resources are available to help you with questions and issues related to your account and Office 365 licenses.
This feature is includedThis feature is included

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Comparison of technical phone support options for Office 365 Business and Enterprise plans

Technical phone support features

Have confidence knowing that your Office 365 subscription comes with technical support by a global network of experts.

Contact Office 365 for business support

Phone availability and response time (by severity):

Office 365 Business plans features

Office 365 Enterprise (Office 365 Education and Office 365 Government plan customers follow the Enterprise support features) plans features

Feature Critical:
Events that prevent you from accessing or using your services or data, severely impact deadlines or profitability, or affect multiple users or services.
Available: 24/7
Response time: one hour
Available: 24/7
Response time: one hour
Feature High:
Events that affect the productivity of users but have moderate business impact, can be dealt with during business hours, or affect a single user, customer, or service.
Available: business hours
Response time: no commitment
Available: 24/7
Response time: next day
Feature Non-critical:
Events that have minimal service or productivity impact on the business, such as a single user experiencing partial disruption, but an acceptable workaround exists.
Available: business hours
Response time: no commitment
Available: 24/7
Response time: no commitment

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*Office 365 Education and Office 365 Government plan customers follow the Enterprise support features.

Elevated support

Additional, elevated support available for purchase for Office 365 organizations that require more personalized support

Microsoft Services

For organizations evaluating cloud workloads

Provides expertise for a well-managed transition and ongoing operations on Microsoft technology. Offerings include strategy and planning, deployment of Office 365, other cloud workloads, and user adoption to accelerate your time to value

Premier Support for Office 365

For enterprise organizations

Provides elevated Office 365 support, including Microsoft-managed support from a cloud expert, exclusive proactive services for your Office 365 environment, and highest priority reactive support

Support language availability

  • Office 365 community support is available in Brazilian Portuguese, Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Polish, Russian, Spanish, Swedish, and Turkish.
  • Office 365 live technical phone support is available in Arabic, Bahasa, Brazilian Portuguese, Chinese (Cantonese, Mandarin), English, French, German, Hebrew, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Thai, and Turkish.

Get more support with a certified Office 365 partner

Office 365 is designed to be easy to buy and use and to deliver a familiar experience that lets you get started right away. A Microsoft Partner can help you get the most value from your investment.

Find a partner

Whether it’s integrating Office 365 into your existing IT investments or outsourcing the administration of your plan, you can find someone to help.

How a partner can help you move to Office 365

Before you start your Office 365 subscription, a partner can help you:
  • Identify business needs and how Office 365 and other solutions can help solve them.
  • Assess your current IT infrastructure, how it can be improved, and how to get ready for Office 365.
  • Choose the right mix of Office 365 services to get the services you need to achieve your business goals.
  • Develop a road map for your IT investments going forward.
  • Deploy a proof of concept environment so you can test Office 365 before making a larger commitment.

How a partner can help support your deployment

Once you have a plan for moving to Office 365, a partner can help ensure your success by:
  • Providing comprehensive deployment and migration assistance to ensure that the transition is smooth.
  • Configuring the services to meet your needs and customizing SharePoint Online to your specific needs/vertical.
  • Managing services such as Skype for Business online conferencing
  • Training your users and IT administrators how to get the most out of Office 365.
  • Performing administrative tasks such as resetting passwords and setting up new user accounts.
  • Supporting users as an IT help desk.
  • Providing add-on solutions to Office 365, such as: Exchange Online/SharePoint Online personal archive, SharePoint Online workflows, document management solutions, and others.

Office 365 FastTrack

FastTrack is the onboarding service benefit included for qualified Office 365 customers. Microsoft onboarding experts will provide personalized assistance ensuring the service is ready to use company-wide. Learn more

Limited-time adoption offer: In addition to FastTrack, for a limited time, qualified customers who adopt Office 365 can get additional adoption support or have their IT partner reimbursed for adoption support. Learn more