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

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

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Great for very small businesses

Business Assist for Microsoft 365

user/month

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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

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Great for medium-sized businesses

Professional Direct Support for Microsoft 365

user/month

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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

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Great for enterprise organizations

Microsoft Unified

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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

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Standard Support

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Business Assist for Microsoft 365

user/month

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Professional Direct Support for Microsoft 365

user/month

Buy now

Microsoft Unified

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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

user/month

Professional Direct Support for Microsoft 365

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.

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Microsoft 365 Tech Community

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

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View your service health dashboard (may require admin permission)

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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 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.

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.
Minimum purchase 20 users.