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
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
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
Standard Support
Business Assist for Microsoft 365
Professional Direct Support for Microsoft 365
Microsoft Unified
Microsoft Unified
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 |
|
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
Standard Support
Business Assist for Microsoft 365
Professional Direct Support for Microsoft 365
Microsoft Unified
Microsoft Unified
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 |
|
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 |
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.