How admins get support for Microsoft Intune
|Applies to: Intune in the classic portal|
|Looking for documentation about the Intune Azure portal preview? Go here.|
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).
Find help without opening a support ticket
Before creating a support ticket, check out the following resources for answers and information. You might also want to review general troubleshooting tips for Microsoft Intune.
Microsoft Intune TechNet forums
Ask a question or start a discussion with Microsoft technical experts! We provide answers and insights on the searchable Microsoft Intune TechNet Forum.
Microsoft Intune UserVoice product feedback site
Do you have feedback about how Microsoft can make Intune even better? Please let us know by adding your ideas on the Microsoft Intune UserVoice feedback site. You can also vote on ideas that others have added to UserVoice.
Create a support ticket
If you are unable to find answers by using the self-help resources, you can create an online support ticket. Please limit each support ticket to a single issue to help us serve you better. Here's why:
- Support engineers who provide assistance are likely to specialize in specific areas, and it's easier to identify the right subject matter experts to help with your issue.
- Engineering teams can prioritize their work in product areas where the most incidents are being generated.
- It's easier to escalate challenging issues to the correct resource.
Please review the definition of a support incident before creating a support ticket.
Steps to create an online support ticket
Sign in to the Office 365 admin center with your Intune credentials.
If you are a Premier Support customer, you should open an Intune support ticket on the Premier support page instead.
Premier Support customers should open an Intune support ticket on the Premier support page.
Choose the Admin tile.
On the left, under Support, choose Support to open a ticket.
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.
For billing, licensing, and account issues, select Billing and product info.
For all other Intune issues, select Mobile device management.
You might have to choose more at the bottom of the list to see all of the categories.
Follow the instructions to open your request.
Steps to create a support ticket with alternate methods
Follow this procedure if your support page in the Office 365 admin center looks like this:
- Choose Need help.
In the text box, provide a description of your issue, and then choose Get help.
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 support requests
- Sign in to the Office 365 admin center with your Intune administrator credentials.
- Choose the Admin tile.
- On the left, under Support, choose Service requests. Then you can review your requests.
Our initial responses to support 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. A case is most severe when:
- 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. A case is moderately severe when:
- 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. A case is least severe when:
- 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.
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 and Endpoint Protection documentation 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.
Find support for volume licensing
If you have already purchased licenses from Microsoft under a volume licensing program, use the following resources for support:
For support related to licenses and locating keys, see Volume Licensing Service Center.
For billing questions, see Billing and subscription management support.
For general information about volume licensing, see Volume licensing.
Definition of a support incident
A support incident is defined as a single support issue and the work needed to resolve it. A single support issue cannot be broken down into subordinate problems. If you can identify subordinate problems, each subordinate problem is considered as a separate incident. Multiple contacts and off-line research may be needed to resolve a given issue. The time spent in delivering these solutions is independent of the amount you will be charged.
"Break-fix" support is included with subscriptions to Microsoft Intune and Mobile Device Management for Office 365, so opening additional support incidents never incurs additional charges.
If a support engineer asks that you open additional support incidents for additional issues, please understand that it’s in the best interests of everyone. Thank you for your understanding and partnering with us to provide world-class support experiences!
For prices per incident and levels of severity, see Professional Support Options.