This takes the title that you used to describe the issue and an area to provide more details, your contact details and your preferred contact method: The next step is to contact Office 365 support, this is available with the Contact support – Open a service request and get help from a support agent option that is at the bottom of the Need help? section as well as the headset icon at the top. As you start to type part of the description, Microsoft will provide suggested topics that could be related.Īfter describing the issue, Microsoft will provide some pointers, with steps that could assist with the issue and recommended articles that could help The experience is driven by briefly describing the issue at hand. Whether clicking on the Need help? button or the New service request menu option you’ll be greeted with a Need help? section, that pops out. This experience may vary depending on whether using the old or new admin center. This option is also available from the Support navigation menu and the New service request option. Support is prominently placed in most aspects of the admin center with the Need help? button which is overlaid on each section. The administrator should have any of these roles to be able to open and manage service requests: Similarly, with less important but potentially still disruptive issues for a user, with the Business plan, Office 365 support will only help with telephone-based support during business hours, while with Enterprise plans this is extended to 24/7.Īn administrator can access the Office 365 admin portal and easily access support services. On the Enterprise plan for the same type of issue, you can get technical phone support 24/7 with a response time by next day. If you require help with an important issue, on the Business plan you can only expect help within business hours with no commitment for response times. While Office 365 support looks similar for the Business and Enterprise plans, where it matters most, it’s very different. So, does this mean all support is the same, you pay for it as part of your subscription, and that’s it? Not exactly, for starters, let’s look at the subtle differences between the Office 365 support that comes with the Business and Enterprise plans. Administrators can open service requests, access support telephone numbers and view all open and recently closed service requests. This support is offered both online from the Office 365 portal and by telephone. Every one of these subscriptions includes global technical, pre-sales, billing, and subscription support.
Support is part of the Office 365 Enterprise, Business and Education plans, and this doesn’t cost any extra. Office 365 support might appear to be free, but there is a lot more to know about how it works and what you should pay extra for, if anything, that we’ll explore along with some insights. Office 365 is a set of interconnected services, that can be difficult to troubleshoot without in-depth knowledge as well as awareness of broader topics like networking, migrations, data protection and directory integration to name just a few. Then you need Office 365 support when there is the day to day issues like with the Office apps, bugs, performance or anything else where something unexpected happens which requires a resolution. If there are any interruptions to services like with Outlook, OneDrive, SharePoint or Teams the impact can be severe. It’s important to consider Office 365 support when embracing cloud productivity, support isn’t any less significant, just because it’s in the cloud.
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