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Contact Support for a technical issue

 

Topic Last Modified: 2013-04-22

As an administrator for Microsoft Office 365 for enterprises, you can get assistance from the Office 365 Support team for technical issues. You can do this online by submitting a service request or by phone.

Contact Support by submitting a service request

When you submit a service request, it goes directly to a Support representative. When you create a service request, provide as much information as possible to describe the issue. After you submit a service request, you will be contacted by a Support representative by email. For more information about technical support initial response times, see Technical support initial response times.

To create a service request for technical assistance, do the following:

  1. On the Admin page, in the left pane under Support, click Service Requests and then click New request.

  2. Fill in the required fields in the request, and provide as much additional information as possible to describe your issue. Attach files as needed and submit your request.

    After you submit your request you will be contacted by a Support representative by email.

Also, after you submit a service request, you can do the following:

  • Respond to a request from a Support representative for additional information. On the Service requests page, from the View menu, click Assigned to you, and then click the service request with the status Action required.
  • View the status of services requests that have previously been submitted. On the Service requests page, select a View.
  • Add notes and files to an existing service request. On the Service requests page, click the service request and then click Notes or Files. Add your information and then click Close. You service request will be updated.
  • Close the request when your issue has been resolved or you no longer need assistance.
Contact a Support representative by phone

You can also talk directly to a Support representative for assistance with a technical issue. To find a phone number for your country or region, sign in to Office 365. On the Admin Overview page, on the left pane, under Support, click Overview.

Technical support initial response times

After you submit a service request, a Support representative will contact you by email. The initial response time to your request is based on the severity level of the issue and your Office 365 subscription type.

 

Severity level

Office 365 for enterprises

Elevated Support Options

Response time for Severity A

Example: 1 or more services aren’t accessible or are unusable.

Within 1 hour, 24 hours a day, seven days a week

Within 1 hour, anytime. Calls and service requests are handled 24 hours a day, seven days a week

Response time for Severity B

Example: the service is usable but in an impaired fashion.

Within 8 hours, 24 hours a day, seven days a week

Within 2 hours, anytime.

Response time for Severity C

Example: the issue is important but doesn’t currently have a significant impact on service or productivity.

Anytime. Calls and service requests are handled 24 hours a day, seven days a week

Within 4 hours, anytime.

See Also

Concepts

Get support for Office 365

 

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