Microsoft 365 support for business and enterprise

Fast help from experts, delivered when and how you need it.

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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Professional Direct Support for Microsoft 365

user/month

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Faster response times
Engineering-led support
Escalation management
Adoption guidance
Access to live and on-demand sessions

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Unified Enterprise

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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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Professional Direct Support for Microsoft 365

user/month

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Unified Enterprise

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Compare Microsoft Office Product features
Feature name	Standard Support	Professional Direct Support for Microsoft 365	Unified Enterprise
Features	This feature is partially included	This feature is partially included	This feature is partially included
Microsoft product coverage	Microsoft 365	Microsoft 365	All Microsoft Products
Community forums	Included	Included	Included
Service dashboard	Included	Included	Included
Web & phone incident submission	Included	Included	Included
Access to self-help portals	Microsoft 365 Admin Center	Microsoft 365 Admin Center	Unified Services Hub
As-needed break/fix Incidents	Included	Included	Included
Support	Not Included 24x7 for Severity A cases	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	Not Included <1 hour with priority routing
As-needed online training	Included	Included	Included
Service delivery management	Not Included	Included Pooled	Included Assigned
Priority handling	Not Included	Included	Included
Escalation management	Not Included	Included	Included
Technical webinars	Not Included	Included	Included
Advisory services	Not Included	Included	Included
Monthly service reviews	Not Included	Included	Included
IT health assessments	Not Included	Not Included	Included
Proactive services	Not Included	Not Included	Not Included Full catalog
On-demand workshops	Not Included	Not Included	Included
Remote diagnostics & reporting	Not Included	Not Included	Included
Onsite services	Not Included	Not Included	Included
Enhanced solutions	Not Included	Not Included	Not Included Full catalog
Cost	Not Included Included	Not Included $9/user/month¹	Not Included Greater than minimum of $50K or 8-10% of product spend

Standard Support

Professional Direct Support for Microsoft 365

user/month

Unified Enterprise

Features

Feature name	Standard Support	Professional Direct Support for Microsoft 365	Unified Enterprise
Microsoft product coverage	Microsoft 365	Microsoft 365	All Microsoft Products
Community forums	Included	Included	Included
Service dashboard	Included	Included	Included
Web & phone incident submission	Included	Included	Included
Access to self-help portals	Microsoft 365 Admin Center	Microsoft 365 Admin Center	Unified Services Hub
As-needed break/fix Incidents	Included	Included	Included
Support	Not Included 24x7 for Severity A cases	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	Not Included <1 hour with priority routing
As-needed online training	Included	Included	Included
Service delivery management	Not Included	Included Pooled	Included Assigned
Priority handling	Not Included	Included	Included
Escalation management	Not Included	Included	Included
Technical webinars	Not Included	Included	Included
Advisory services	Not Included	Included	Included
Monthly service reviews	Not Included	Included	Included
IT health assessments	Not Included	Not Included	Included
Proactive services	Not Included	Not Included	Not Included Full catalog
On-demand workshops	Not Included	Not Included	Included
Remote diagnostics & reporting	Not Included	Not Included	Included
Onsite services	Not Included	Not Included	Included
Enhanced solutions	Not Included	Not Included	Not Included Full catalog
Cost	Not Included Included	Not Included $9/user/month¹	Not Included Greater than minimum of $50K or 8-10% of product spend

Self-help resources

Get started with Microsoft 365

Microsoft 365 brings together Office 365, Windows 11, and Enterprise Mobility + Security. It delivers a complete, intelligent, and secure solution to empower people.

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Microsoft 365 Tech Community

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

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Already a customer?

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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 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.

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