Topic Last Modified: 2013-04-22
As an administrator for Microsoft Office 365 for professionals and small businesses, you can get help from the Office 365 Support team for technical issues online by submitting a service request. If you are experiencing a critical issue with your Office 365 system, you can contact a Support representative by phone.
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:
On the Admin page, in the left pane under Support, click Service Requests.
On the Service requests page, click New request.
On the New service request page, fill in the required boxes in the request, and provide as much additional information as possible to describe your issue. Attach your files as needed, and then 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 any of the following in Office 365:
- 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 from the list to show the type of service requests that you want to see.
- 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. Your service request is updated with the new information.
- Close the request when your issue has been resolved or you no longer need assistance. On the Service requests page, click the service request, and then click Close request.
If you are experiencing a critical technical issue with Office 365 (for example, the service is unavailable or unstable), you can also talk directly to a Support representative for assistance. 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.
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.
Office 365 for professionals and small businesses
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
Response time for Severity B
Example: the service is usable but in an impaired fashion.
Response during business hours
Response time for Severity C
Example: the issue is important but doesn’t have a significant impact on current service or productivity.
Response during business hours