Support offerings
Standard Support
- Support for Microsoft 365 cloud services​
- Billing and subscription management support​
- Basic installation, setup, and general technical usage
Unified Enterprise
- Personalized support for all Microsoft products
- Assigned service delivery management
- On-demand risk assessment tools​
- Service update management​
- On-demand videos, interactive labs, and webcasts
- Expert-led, scenario-specific support services​
| Feature name | Standard Support |
Unified Enterprise |
|---|---|---|
|
Features
|
This feature is partially included
|
This feature is partially included
|
|
Microsoft product coverage
|
Microsoft 365 |
All Microsoft Products |
|
Community forums
|
Included
|
Included
|
|
Service dashboard
|
Included
|
Included
|
|
Web & phone incident submission
|
Included
|
Included
|
|
Access to self-help portals
|
Microsoft 365 Admin Center |
Unified Services Hub |
|
As-needed break/fix Incidents
|
Included
|
Included
|
|
Support
|
Not Included
24x7 for Severity A cases
|
Not Included
24x7 for Severity 1 & A cases
|
|
Fastest response time (For critical incidents)
|
Not Included
<1 hour
|
Not Included
<1 hour with priority routing |
|
As-needed online training
|
Included
|
Included
|
|
Service delivery management
|
Not Included
|
Included
Assigned
|
|
Priority handling |
Not Included
|
Included
|
|
Escalation management
|
Not Included
|
Included
|
|
Technical webinars
|
Not Included
|
Included
|
|
Advisory services
|
Not Included
|
Included
|
|
Monthly service reviews
|
Not Included
|
Included
|
|
IT health assessments |
Not Included
|
Included
|
|
Proactive services
|
Not Included
|
Not Included
Full catalog
|
|
On-demand workshops
|
Not Included
|
Included
|
|
Remote diagnostics & reporting
|
Not Included
|
Included
|
|
Onsite services
|
Not Included
|
Included
|
|
Enhanced solutions
|
Not Included
|
Not Included
Full catalog
|
|
Cost
|
Not Included
Included
|
Not Included
Variable based on product spend |
Standard Support
Standard Support
Unified Enterprise
Unified Enterprise
Features
| Feature name |
Standard Support |
Unified Enterprise |
|---|---|---|
| Microsoft product coverage |
Microsoft 365 |
All Microsoft Products |
| Community forums |
Included
|
Included
|
| Service dashboard |
Included
|
Included
|
| Web & phone incident submission |
Included
|
Included
|
| Access to self-help portals |
Microsoft 365 Admin Center |
Unified Services Hub |
| As-needed break/fix Incidents |
Included
|
Included
|
| Support |
Not Included
24x7 for Severity A cases
|
Not Included
24x7 for Severity 1 & A cases
|
| Fastest response time (For critical incidents) |
Not Included
<1 hour
|
Not Included
<1 hour with priority routing |
| As-needed online training |
Included
|
Included
|
| Service delivery management |
Not Included
|
Included
Assigned
|
|
Priority handling |
Not Included
|
Included
|
| Escalation management |
Not Included
|
Included
|
| Technical webinars |
Not Included
|
Included
|
| Advisory services |
Not Included
|
Included
|
| Monthly service reviews |
Not Included
|
Included
|
|
IT health assessments |
Not Included
|
Included
|
| Proactive services |
Not Included
|
Not Included
Full catalog
|
| On-demand workshops |
Not Included
|
Included
|
| Remote diagnostics & reporting |
Not Included
|
Included
|
| Onsite services |
Not Included
|
Included
|
| Enhanced solutions |
Not Included
|
Not Included
Full catalog
|
| Cost |
Not Included
Included
|
Not Included
Variable based on product spend |
Self-help resources
Microsoft 365 Tech Community
Already a customer?
Frequently asked questions
|
Online support
Save time by starting your service request online. We'll help you find a solution or connect you to technical support.
- Go to the Admin center. 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?
- On the lower-right side of the page, select Help & support.
- Type a question or keyword into the text box. If you get a dropdown list, select the one closest to your question, or continue typing your question, then press Enter.
- If the results don't help, at the bottom, select Contact Support.
- 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
Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday.
Technical support is provided in English 24 hours a day, 7 days a week.
Admins, have your account details ready when you call.
- In the United States, call 1 800 865 9408.
- In Australia, call 1 800 197 503.
- In Canada, call 1 800 865 9408.
- In the United Kingdom, call 0800 032 6417.
If your support phone number isn't listed above, find the number for your country or region.
The key benefits are a higher skilled engineering-led support ambassador, escalation management, proactive services, advisory support, and deeper technical training.
ProDirect for Microsoft 365 is available through EA, EAS and Web Direct.
Unified Support covers all Microsoft products (Microsoft 365, Azure, Dynamics, etc.) and has a wide catalog of proactive services.
Yes, Microsoft Partners can help you get the most value from your investment. Find a partner.