Comparison of proactive support options for Office 365 Business and Enterprise plans
Get peace of mind knowing that your services are available with a guaranteed 99.9% uptime, financially backed service level agreement (SLA).
Always know the current health of your Office 365 services, and view detailed information about current and past issues.
Keep up to date on planned maintenance events of your Office 365 services.
Get peace of mind knowing that your services are available with a guaranteed 99.9% uptime, financially backed service level agreement (SLA).
Always know the current health of your Office 365 services, and view detailed information about current and past issues.
Keep up to date on planned maintenance events of your Office 365 services.
Office 365 Business plans |
Office 365 Enterprise* plans |
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| 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). |
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| Service Health Dashboard: |
Always know the current health of your Office 365 services, and view detailed information about current and past issues. |
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| Planned maintenance schedule: | Keep up to date on planned maintenance events of your Office 365 services. |
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Comparison of self-help options for Office 365 Business and Enterprise plans
The Office 365 community has helpful blogs, useful content, and knowledgeable experts in the community forums to answer your questions.
Take troubleshooting into your own hands to solve common issues quickly.
The Office 365 community has helpful blogs, useful content, and knowledgeable experts in the community forums to answer your questions.
Take troubleshooting into your own hands to solve common issues quickly.
Office 365 Business plans |
Office 365 Enterprise* plans |
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| Community support: |
The Office 365 community has helpful blogs, useful content, and knowledgeable experts in the community forums to answer your questions. |
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| Self-help troubleshooters: | Take troubleshooting into your own hands to solve common issues quickly. |
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Comparison of assisted support options for Office 365 Business and Enterprise plans
Optimize issue resolution by submitting technical issues via the web, where your issue can be routed to the most knowledgeable support agent quickly.
Resources are available to help you with your purchasing decision for Office 365 services.
Resources are available to help you with questions and issues related to your account and Office 365 licenses.
Optimize issue resolution by submitting technical issues via the web, where your issue can be routed to the most knowledgeable support agent quickly.
Resources are available to help you with your purchasing decision for Office 365 services.
Resources are available to help you with questions and issues related to your account and Office 365 licenses.
Office 365 Business plans |
Office 365 Enterprise* plans |
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|---|---|---|---|
| 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. |
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| Pre-sales support: | Resources are available to help you with your purchasing decision for Office 365 services. |
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| Accounts and billing support: | Resources are available to help you with questions and issues related to your account and Office 365 licenses. |
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Comparison of technical phone support options for Office 365 Business and Enterprise plans
Events that prevent you from accessing or using your services or data, severely impact deadlines or profitability, or affect multiple users or services.
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.
Events that have minimal service or productivity impact on the business, such as a single user experiencing partial disruption, but an acceptable workaround exists.
Events that prevent you from accessing or using your services or data, severely impact deadlines or profitability, or affect multiple users or services.
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.
Events that have minimal service or productivity impact on the business, such as a single user experiencing partial disruption, but an acceptable workaround exists.
Office 365 Business plans |
Office 365 Enterprise* plans |
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| 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 |
| 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 |
| 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 |
Elevated support
Microsoft Services
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
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.
