Microsoft 365 support for business and enterprise

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

Support offerings

Standard Support

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

Professional Direct Support for Microsoft 365

Professional Direct Support for Microsoft 365 $9.00

user/month

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

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​

Standard Support

Professional Direct Support for Microsoft 365

Professional Direct Support for Microsoft 365 $9.00
user/month

Unified Enterprise

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

Professional Direct Support for Microsoft 365 $9.00
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.

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 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.

1. Minimum purchase 20 users.