You can call during local business hours, Monday through Friday. Pre-sales support can be accessed using the same phone number as with technical support. Assistance for billing and subscription management issues is available online or by telephone during China business hours Beijing Time , Monday through Friday.
Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Office operated by 21Vianet portal.
Technical support for Office operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table. You can learn how to contact technical support here: Contact support. Technical support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Community.
Examples of issue types and severity levels are shown in the following table. Initial response time is based on the severity levels described above. Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B. Assisted support options are for admins of Office subscribed organizations only.
If you use Office but you're not an admin, you can still get support in the community forums, or by contacting your admin. Call support. If you encounter any problem with online request, phone support is available at 86 Equally important is the critical role that the customer's IT department plays in the support of its users. People with administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office operated by 21Vianet portal and to communicate directly with 21Vianet about Office service requests.
With Office you can designate several types of administrators who serve different functions. This service description uses the generic title administrator to refer to all categories of administrators. For more information about the types of administrator roles, see Assign admin roles in Microsoft for business. The administrator is expected to provide initial assistance for the customer's users.
However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should Contact support. To view feature availability across Office plans, see Office Service Description. Find docs and training link page Employee quick setup article Overview of Microsoft Business Premium setup video.
Skip to main content. This browser is no longer supported. Download Microsoft Edge More info. Contents Exit focus mode. Please rate your experience Yes No. Any additional feedback? The Technical Support Series aims to equip partners with technical enablement best practices to assist them in resolving technical troubleshooting issues with their customers.
This series is especially relevant for technical support engineers, practice leads, and solution architects. We hope you found the first post in this series useful in your role as a critical technical resource for your customers.
We continue this technical support series with four on-demand webinars designed to help you troubleshoot common issues related to Microsoft Exchange Online.
Microsoft Exchange Online is a mail and calendaring solution that gives users access to email, calendar, contacts, and tasks across devices. It helps organizations ensure communications are always available, always secure, and in their control. Exchange can be online, on-premise, or a hybrid of the two. The following webinars are designed to help you ensure smooth set-up and troubleshooting to minimize customer disruptions. This webinar is your guide for setting up Exchange Online mailboxes.
In this webinar, you will learn about the different types of Exchange Online migrations, including what hybrid migration looks like and how to do it right. We discuss how to read logs and trace information, touch on inbound and outbound connector details, and wrap up by troubleshooting the most common mail flow scenarios seen by Microsoft Support.
Microsoft Exchange Online is one of the most secure messaging systems, with features in place to defend customers against cyber threats such as SPAM and phishing. We wrap up by addressing common troubleshooting scenarios to help you keep customers secure. Refunds and exchanges. Authorize or troubleshoot a purchase. Payment options and updates. Gift cards and Microsoft account balances. Settings, apps, and games in Microsoft Store app. Troubleshoot Microsoft Store app. Sales support help.
Microsoft Store More Need more help? Expand your skills. Get new features first. Was this information helpful? Yes No.
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