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GET SUPPORT FOR MICROSOFT 365 FOR BUSINESS

 * Article
 * 03/16/2023
 * 7 contributors

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IN THIS ARTICLE

Check out all of our small business content on Small business help & learning.

Check out Microsoft 365 small business help on YouTube.


WATCH: GET HELP OR SUPPORT

Check out this video and others on our YouTube channel.



Need to speak to someone right away? Admins, have your account details ready
when you call Support.

Important

You must be an admin for a business subscription to use these support methods.
If you're not a business admin, please use this support page.

Start by checking the current health of your services. You can view detailed
information about current and past issues on the Service health dashboard. If
you're experiencing an issue that isn't listed, you can get support in one of
the following ways:


ONLINE SUPPORT

Save time by starting your service request online. We'll help you find a
solution or connect you to technical support.

Important

You must have bought at least one subscription through Microsoft to access
Microsoft support. If you bought all your subscriptions through a partner,
contact your partner for support.

 1. Go to the admin center at https://admin.microsoft.com. If you get a message
    that says you don't have permission to access this page or perform this
    action, you aren't an admin. For more information, see Who has admin
    permissions in my business?.
 2. On the bottom right side of the page, select Help & support.
 3. Type a question or keyword into the text box. If you get a drop-down list,
    select the one closest to your question, or continue typing your question,
    then press Enter.
 4. If the results don't help, at the bottom, select Contact Support.
 5. Enter a description of your issue, confirm your contact number and email
    address, select your preferred contact method, and then select Contact me.
    The expected wait time is indicated in the Contact support pane.


PHONE SUPPORT

In most countries or regions, billing support for Microsoft 365 for business
products and services is provided in English from 9 AM-5 PM, Monday through
Friday. Local language support varies by country or region.

Technical support is provided in English 24 hours a day, 7 days a week, and in
some cases, in local languages as noted.

Find support phone numbers by country or region

Admins, have your account details ready when you call.

Note

To better protect your organization, we added a PIN-based verification step to
our existing phone-based verification process. If you contact us from a number
that isn't registered with your organization profile, the Microsoft support
representative sends a verification code to the registered email or phone number
in your Microsoft 365 admin center profile. You must provide this code to the
support representative to grant them access to your organization's account.


SMALL BUSINESS SUPPORT WITH BUSINESS ASSIST

Get the most out of your subscription with expert advice from small business
specialists.

Business Assist for Microsoft 365 is designed for small businesses to give you
and your employees around-the-clock access to small business specialists as you
grow your business, from onboarding to everyday use. To learn more, see Business
Assist.

With every subscription of Office 365 operated by 21Vianet, 21Vianet support
provides technical, pre-sales, billing and subscription support. Support is
available both online through the Office 365 operated by 21Vianet portal, and by
telephone for both paid and trial subscriptions.

Authorized administrators can use the Office 365 operated by 21Vianet portal to
submit service requests online and access support telephone numbers. For
instructions, see Contact support.

The Office 365 operated by 21Vianet technical support team troubleshoots only
those issues that are related to Office 365 operated by 21Vianet. Issues that
originate in customer networks fall outside of the Office 365 support
boundaries, and in these cases, customers must work with their networking team
for assistance.


COMMUNITY AND SELF-SERVICE SUPPORT OPTIONS

Self-service support is available for all Office 365 operated by 21Vianet users,
and includes troubleshooting tools and videos, help articles and videos, as well
as forums and wikis in the Office 365 community. For more self-help resources,
see Learn about Office 365 operated by 21Vianet.


PRE-SALES SUPPORT

Pre-sales support for Office 365 operated by 21Vianet provides assistance on
subscription features and benefits, plan comparisons, pricing and licensing, and
helps to identify the right solution to meet your business needs. In addition,
pre-sales support can help you find a Partner, and purchase and sign up for a
trial. You can call during local business hours, Monday through Friday.
Pre-sales support can be accessed using the same phone number as with technical
support. For instructions, see Contact support.


BILLING AND SUBSCRIPTION MANAGEMENT SUPPORT

Assistance for billing and subscription management issues is available online or
by telephone during China business hours (Beijing Time), Monday through Friday.
Billing and subscription management support can be accessed using the same phone
number and online service request process as with technical support. The support
telephone number can be found on the Office 365 operated by 21Vianet portal. For
instructions, see Contact support.

Here are some examples of billing and subscription management issues:

 * Signing up for a trial or purchasing a subscription
 * Converting from a trial subscription to a paid subscription
 * Understanding the bill
 * Renewing a subscription
 * Adding or removing licenses
 * Canceling a paid subscription


TECHNICAL SUPPORT

Technical support for Office 365 operated by 21Vianet subscriptions provides
assistance with basic installation, setup, and general technical usage. Some
examples of these issues are listed in the following table.

Support category Examples Installation and setup Exchange Online
 * Office 365 mailbox migration
 * Recipient configuration (mailbox permissions, configuring mail forwarding,
   configuring shared mailbox)
 * Autodiscover configuration


SharePoint Online
 * Permissions and user groups
 * Configuration of external users


Skype for Business Online
 * Installation and creating contacts


Microsoft 365 Apps for enterprise
 * Installation and setup

Configuration Service configuration issues
 * Single sign-on (SSO)
 * Active Directory synchronization

Note

You can learn how to contact technical support here: Contact support. Technical
support does not include troubleshooting third-party services or add-ins. Learn
about finding answers from other customers in the Community.


TECHNICAL SUPPORT CASE HANDLING

21Vianet assigns a severity level to a case when it is opened, based on an
assessment of the issue type and customer impact. Examples of issue types and
severity levels are shown in the following table.

Severity level Operations and support description Examples Sev A (Critical) One
or more services aren't accessible or are unusable. Production, operations, or
deployment deadlines are severely affected, or there will be a severe impact on
production or profitability. Multiple users or services are affected.
 * Widespread problems sending or receiving mail.
 * SharePoint site down.
 * All users can't send instant messages, join or schedule Skype for Business
   Meetings, or make Skype for Business calls.

Sev B (High) The service is usable but in an impaired fashion. The situation has
moderate business impact and can be dealt with during business hours. A single
user, customer, or service is partially affected.
 * Send button in Outlook is garbled.
 * Setting is impossible from EAC (Exchange admin center) but possible in
   Exchange Online PowerShell.

Sev C (Non-critical) The situation has minimal business impact. The issue is
important but does not have a significant current service or productivity impact
for the customer. A single user is experiencing partial disruption, but an
acceptable workaround exists.
 * How to set user password that never expires.
 * User can't delete contact information in Exchange Online.


TECHNICAL SUPPORT INITIAL RESPONSE TIMES

Initial response time is based on the severity levels described above. 21Vianet
customer service team follow up with investigation and customer communication in
reasonable rhythm according to severity levels. 21Vianet also expect customer to
collaborate at reasonable level accordingly.

Security level 1 21Vianet customer support team Initial response Customer
responsibility Sev A 2 (Critical) Initial Response: 1 hour or less.
Follow up: continues effort until problem resolution. Provide solid business
impact statement (see the severity A description and examples above); Allocate
resource to ensure continues collaboration with 21Vianet customer support agent
for the joint investigation and necessary communication; Provide accurate
contact information and ensure reliable communication throughout the service
request lifecycle. Sev B (High) Initial Response: 1 business day or less.
Provide accurate contact information and ensure reliable communication
throughout the service request lifecycle. Sev C (Medium) Initial Response: 3
business day or less. Provide accurate contact information and ensure reliable
communication throughout the service request lifecycle.

1 If the customer cannot provide required resource or make response for
collaboration with 21Vianet customer support agent investigation in reasonable
time, 21Vianet support team may lower down the severity level of a service
request.

2 Severity A is only available to customers who had signed an advanced online
service agreement with 21Vianet through a sales account manager. Severity A is
available only for technical support. For billing and subscription management
support, the highest severity level is B.


TECHNICAL SUPPORT WORKING HOURS

Severity A: 24*7 continuous service

Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.


CONTACT SUPPORT

Note

Assisted support options are for admins of Office 365 subscribed organizations
only. If you use Office 365 but you're not an admin, you can still get support
in the community forums, or by contacting your admin.


OPEN AN ONLINE REQUEST

Save time by starting your service request online. Go to the Microsoft 365 admin
center, choose Support > New service request.


CALL SUPPORT

Call support. If you encounter any problem with online request, phone support is
available at (86) 400-089-0365.


SHARED SUPPORT RESPONSIBILITIES

21Vianet understands that receiving timely technical support from qualified
professionals is a key aspect of cloud services. Equally important is the
critical role that the customer's IT department plays in the support of its
users.


ADMINISTRATOR ROLES AND RESPONSIBILITIES

People with administrator roles are the only ones in the customer's organization
authorized to access the Admin section of the Office 365 operated by 21Vianet
portal and to communicate directly with 21Vianet about Office 365 service
requests.

With Office 365 you can designate several types of administrators who serve
different functions. This service description uses the generic title
administrator to refer to all categories of administrators. For more information
about the types of administrator roles, see Assign admin roles in Microsoft 365
for business.

The administrator is:

 * Responsible for service administration and account maintenance.
 * The primary contact that sets up and supports each service user.
 * Authorized to submit service requests to 21Vianet.

The administrator's role is to:

 * Provide user account setup and configuration to allow users access to the
   services.
 * Address client connectivity, client software, and mobility installation
   issues.
 * Address service availability issues within the customer's organizational span
   of control.
 * Use self-service support resources to resolve support issues.

The administrator is expected to provide initial assistance for the customer's
users. However, if the administrator is unable to resolve issues with the help
of self-service support resources, he or she should Contact support.


21VIANET SUPPORT ROLE

21Vianet's support role is to:

 * Troubleshoot and provide technical guidance for customer issues and
   escalations.
 * Gather and validate information related to specific service requests.
 * Provide issue coordination and resolution management.
 * Maintain communication with the administrators to help ensure that issues are
   addressed on an ongoing basis.
 * Provide assistance with licensing, invoicing, and subscription inquiries.
 * Provide assistance with purchasing and trial inquiries.
 * Continually gather customer feedback on how to improve the service through
   surveys.


FEATURE AVAILABILITY

To view feature availability across Office 365 plans, see Office 365 Service
Description.


FOLLOW US ON WECHAT

Scan this QR code to follow us on WeChat and get the latest updates for Office
365 operated by 21Vianet.




RELATED CONTENT

Find docs and training (link page)
Employee quick setup (article)
Overview of Microsoft 365 Business Premium setup (video)





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IN THIS ARTICLE



Theme
 * Light
 * Dark
 * High contrast

 * 
 * Previous Versions
 * Blog
 * Contribute
 * Privacy
 * Terms of Use
 * Trademarks
 * © Microsoft 2023