Support features in Yammer

The following support features are available in Yammer.

Important

Yammer does not support recovering deleted content—such as external networks, users, messages, groups, and files—including content accidentally deleted by network administrators.

Microsoft does not provide custom or ad hoc reports outside of the analytics features available in Yammer. Occasionally Microsoft can provide a custom report in the course of a support request, but for the most part, they cannot accommodate direct requests for the data.

Administrator support

Yammer Enterprise administrators are responsible for account maintenance and are authorized to communicate directly with the Microsoft Support team. If you're a Yammer Enterprise administrator searching for support, see Microsoft Support.

Customer support

Technical support is available to answer customer questions and resolve issues quickly. Yammer customers can receive support by posting on the public support forum, which is monitored 24 hours a day, seven days a week by support agents. If you're a Yammer customer searching for support, see Yammer Public Support.

FastTrack Center

The Microsoft FastTrack service can help your organization move to the Microsoft Cloud by providing help at every step of the way. FastTrack lets you strategically plan rollouts, quickly ramp up new services, and onboard new users. For details, visit the FastTrack Center. For information about creating your Yammer network, including pre-launch, launch, and support documents and activities, go to the Envision: Identify scenarios page, and then select Bring your organization together.

Support features across Yammer plans

Need help figuring out which Yammer plan best fits your organization's needs? Use the following table to see which support features are available in each plan.

Feature Yammer Basic Yammer Enterprise
FastTrack Center
No
Yes
Customer support
Yes
Yes
Administrator support
No
Yes

Technical support case handling

Microsoft Support assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.

Severity Level Description Examples
Sev A (Critical)
Service is unusable for the majority of end users.
The Yammer platform is down.
Sev B (High)
Service is usable, but severely impaired.
Posting to feeds isn't working as expected.
Sev C (Medium)
Service doesn't work as expected, but a workaround is available.
File previews aren't appearing as expected.

Technical support initial response times

Initial response times are based on the severity levels described above and the type of Yammer subscription. The target response times are shown in the following table.

Severity Level Yammer Basic Yammer Enterprise
Response time for Sev A (Critical)
Next business day
1 hour (24 hours a day, 7 days a week response)
Response time for Sev B (High)
Next business day
8 hours (24 hours a day, 7 days a week response)
Response time for Sev C (Medium)
Next business day
24 hours (24 hours a day, 7 days a week response)