How to get admin support for Microsoft Intune

3 min to read Contributors

Microsoft provides global technical, pre-sales, billing, and subscription support for Microsoft Intune. Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in additional languages.

Support for Intune, and for Intune when used with Configuration Manager, is free of charge. Premier Support customers incur charges for procedure questions (for example, how to go about configuring an Intune feature).

Create an online service ticket

  1. Sign in to the Office 365 admin center with your Intune credentials.

    Note

    Premier Support customers can open an Intune support ticket on the Premier support page.

  2. Choose the Admin tile.

  3. On the left, under Support, choose Support to open a ticket.

    Open a new Intune support ticket

    Note

    Customers who have, or have had, an O365 account with 100 or fewer licenses, will see this message. If you see it, refer to Create a support ticket with alternate methods.

    Alternate Intune support

    • For billing, licensing, and account issues, select Billing and product info.

    • For all other Intune issues, select Mobile device management.

    Note

    You might have to choose more at the bottom of the list to see all of the categories.

  4. Follow the instructions to open your request.

Create a support ticket with alternate methods

Follow this procedure if your support page looks like this:

Alternate Intune support

  1. Choose Need help.
  2. In the text box, provide a description of your issue, and then choose Get help.

    Alternate Intune support ticket

  3. Review the suggested online resources, or choose Let us call you to receive a call from Microsoft Support.

Get phone support

See Contact assisted phone support for Microsoft Intune for a list of support phone numbers by country and region, support hours, and supported languages for each region.

Track your service requests

  1. Sign in to the Office 365 admin center with your Intune credentials.
  2. Choose the Admin tile.
  3. On the left, under Support, choose Service requests. Then you can review your requests.

Our initial responses to service requests depend on the severity of the issue. For the most severe issues, our first response for Professional customers is within two hours. For Premier Support customers, the response varies according to your support agreement. These are cases where:

  • One or more services aren’t accessible or are unusable.
  • Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability.
  • Multiple users or services are affected.

For moderately severe issues, our first response for Professional customers is within four hours. For Premier Support customers, the response varies according to your support agreement. These are cases where:

  • The service is usable but is not functioning as well as usual.
  • The situation has moderate business impact and can be dealt with during business hours.
  • A single user, customer, or service is partially affected.

For other issues, our first response for Professional customers is within eight hours. For Premier Support customers, the response varies according to your support agreement. These are cases where:

  • The situation has minimal business impact.
  • The issue is important but does not have an immediate, significant service or productivity impact for the customer.
  • A single user is experiencing partial disruption, but an acceptable workaround exists.
Note

If you use Microsoft System Center Configuration Manager or Microsoft System Center Endpoint Protection: For technical support with Configuration Manager or Endpoint Protection, contact your partner or visit the Microsoft System Center Configuration Manager and System Center Endpoint Protection Solution Center to find rich self-help material. It also offers the option of opening a support request online or over the phone.

Technical support for System Center Configuration Manager or System Center Endpoint Protection requires either payment or is decremented from your existing licensing or Premier Support agreements.

Resolve issues without opening a support ticket

You might be able to resolve your issue without opening a support ticket.

For self-help with Intune, see General troubleshooting tips for Microsoft Intune or any of the troubleshooting topics for specific issues. You can also search for a solution or post your question to the Intune forum.

Find support for volume licensing

If you have already purchased licenses from Microsoft under a volume licensing program, use the following resources for support:

To submit product feedback, please visit Intune Feedback