Microsoft 365 support plans for business and enterprise

Get fast help from experts when and how you need it to address your business needs.

Support offerings

Standard Support

  • Support for Microsoft 365 cloud services​
  • Billing and subscription management support​
  • Basic installation, setup, and general technical usage 

Great for very small businesses

Business Assist for Microsoft 365

Business Assist for Microsoft 365 $5.00

user/month

  • Support and training for Microsoft 365 cloud services and Windows devices
  • Access to dedicated experts for very small businesses 
  • Fast and easy ticketless support
  • Custom deployment and onboarding
  • Help for you and your employees
  • Customer health reviews

    Available in limited geographies1

Great for medium-sized businesses

Professional Direct Support for Microsoft 365

Professional Direct Support for Microsoft 365 $9.00

user/month

  • Customer health reviews
  • Pooled service delivery management
  • Faster response times
  • Engineering-led support
  • Escalation management
  • Adoption guidance
  • Access to live and on-demand sessions

Available in limited geographies1

Great for enterprise organizations

Microsoft Unified

  • 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​

Standard Support

Business Assist for Microsoft 365

Business Assist for Microsoft 365 $5.00
user/month

Professional Direct Support for Microsoft 365

Professional Direct Support for Microsoft 365 $9.00
user/month

Microsoft Unified

Compare Microsoft Office Product features
Feature name

Standard Support

Business Assist for Microsoft 365 Professional Direct Support for Microsoft 365

Microsoft Unified

Features
This feature is partially included
This feature is partially included
This feature is partially included
This feature is partially included
Microsoft product coverage
Microsoft 365

Microsoft 365

Microsoft 365
All Microsoft Products
Community forums
Included
Included
Included
Included
Service dashboard
Included
Included
Included
Included
Web & phone incident submission
Included
Included
Included
Included
Access to self-help portals
Microsoft 365 Admin Center

Email

Microsoft 365 Admin Center

Microsoft Services Hub

As-needed break/fix Incidents
Included
Included
Included
Included
Support
Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity 1 and A cases

Fastest response time (For critical incidents)
Not Included

Less than one hour

Not Included

Less than one hour

Not Included

Less than one hour with priority routing

Not Included

Less than one hour with priority routing

As-needed online training
Included
Included
Included
Included
Service delivery management
Not Included
Not Included

Pooled

Included
Pooled
Included
Assigned

Priority handling

Not Included
Not Included
Included
Included
Escalation management
Not Included
Not Included
Included
Included
Technical webinars
Not Included
Not Included
Included
Included
Advisory services
Not Included
Not Included
Included
Included
Monthly service reviews
Not Included
Not Included
Included
Included

IT health assessments

Not Included
Not Included
Not Included
Included
Proactive services
Not Included
Not Included
Not Included
Not Included
Full catalog
On-demand workshops
Not Included
Not Included
Not Included
Included
Remote diagnostics & reporting
Not Included
Not Included
Not Included
Included
Onsite services
Not Included
Not Included
Not Included
Included
Enhanced solutions
Not Included
Not Included
Not Included
Not Included
Full catalog
Cost
Not Included
Included
Not Included

$5.00 user/month

Not Included

$9.00 user/month2

Not Included

Greater than minimum of $50,000 or 8-10% of product spend

Standard Support

Business Assist for Microsoft 365

Business Assist for Microsoft 365 $5.00
user/month

Professional Direct Support for Microsoft 365

Professional Direct Support for Microsoft 365 $9.00
user/month

Microsoft Unified

Features
Feature name

Standard Support

Business Assist for Microsoft 365 Professional Direct Support for Microsoft 365

Microsoft Unified

Microsoft product coverage
Microsoft 365

Microsoft 365

Microsoft 365
All Microsoft Products
Community forums
Included
Included
Included
Included
Service dashboard
Included
Included
Included
Included
Web & phone incident submission
Included
Included
Included
Included
Access to self-help portals
Microsoft 365 Admin Center

Email

Microsoft 365 Admin Center

Microsoft Services Hub

As-needed break/fix Incidents
Included
Included
Included
Included
Support
Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity A cases

Not Included

24 hours, seven days a week for Severity 1 and A cases

Fastest response time (For critical incidents)
Not Included

Less than one hour

Not Included

Less than one hour

Not Included

Less than one hour with priority routing

Not Included

Less than one hour with priority routing

As-needed online training
Included
Included
Included
Included
Service delivery management
Not Included
Not Included

Pooled

Included
Pooled
Included
Assigned

Priority handling

Not Included
Not Included
Included
Included
Escalation management
Not Included
Not Included
Included
Included
Technical webinars
Not Included
Not Included
Included
Included
Advisory services
Not Included
Not Included
Included
Included
Monthly service reviews
Not Included
Not Included
Included
Included

IT health assessments

Not Included
Not Included
Not Included
Included
Proactive services
Not Included
Not Included
Not Included
Not Included
Full catalog
On-demand workshops
Not Included
Not Included
Not Included
Included
Remote diagnostics & reporting
Not Included
Not Included
Not Included
Included
Onsite services
Not Included
Not Included
Not Included
Included
Enhanced solutions
Not Included
Not Included
Not Included
Not Included
Full catalog
Cost
Not Included
Included
Not Included

$5.00 user/month

Not Included

$9.00 user/month2

Not Included

Greater than minimum of $50,000 or 8-10% of product spend

Self-help resources

Get started with Microsoft 365

Microsoft 365 with Microsoft Teams helps deliver a complete, secure solution to help everyone work better, smarter, and more cohesively.

Microsoft 365 Tech Community

Learn best practices, news, and trends directly from the Microsoft 365 team.

Already a customer?

View your service health dashboard (may require admin permission)

|

Online support

 

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

  1. 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?
  2. On the lower-right side of the page, select Help & support.
  3. 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.
  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

 

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 an Enterprise Agreement, Enterprise Agreement Subscription, or buying online through the Microsoft 365 website.

Microsoft Unified covers all Microsoft products (such as Microsoft 365, Azure, and Dynamics 365) and has a wide catalog of proactive services. ProDirect for Microsoft 365 only covers Microsoft 365.

Yes, Microsoft Partners can help you get the most value from your investment. Find a partner.

  1. Business Assist is only available in Australia, Canada, New Zealand, South Africa, UK, and US. ProDirect for Microsoft 365 is available worldwide, except for in the European Union and UK.
  2. Minimum purchase 20 users.