With every Microsoft 365 and Office 365 subscription for enterprise, business, frontline, education, and government, Microsoft Support provides global technical, pre-sales, billing, and subscription support. Support is available both online through the Microsoft 365 admin center and by telephone for both paid and trial subscriptions. For more information, see Microsoft Support Options.

Authorized administrators can use the Microsoft 365 admin center to submit service requests online, access support telephone numbers, and view all open and recently closed service requests. Service requests submitted in the admin center can be reopened for up to 14 days after the request has been closed. For instructions, see Contact Microsoft 365 for business support.

The Microsoft 365 technical support team troubleshoots only those issues that are related to Microsoft 365 and Office 365. Issues that originate in customer networks fall outside of the support boundaries, and in these cases, customers must either work with their networking team or the engage the Microsoft Networking team for assistance.

Community and self-service support options

Self-service support is available for all plans, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Microsoft 365 community. For more information about self-service support resources, see the Help and training service description.

Pre-sales support

Pre-sales support provides assistance on subscription features and benefits, plan comparisons, pricing and licensing, and helps to identify the right solution to meet your business needs. In addition, pre-sales support can help you find a Partner, and purchase and sign up for a trial. 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. The support telephone number can be found on the admin center of the free trial. For instructions, see Contact Microsoft 365 for business support.

Billing and subscription management support

Assistance for billing and subscription management issues is available online or by telephone during local business hours, 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 admin center. For instructions, see Contact Microsoft 365 for business support.

Here are some examples of billing and subscription management issues:

  • Signing up for a trial or purchasing a subscription

  • Converting from a trial subscription to a paid subscription

  • Understanding the bill

  • Renewing a subscription

  • Adding or removing licenses

  • Canceling a paid subscription

Technical support

Technical support for Microsoft 365 subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.

Support category Examples
Installation and setup
Exchange Online:
Mailbox migration
Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox)
Autodiscover configuration
SharePoint Online:
Permissions and user groups
Configuration of guests
Skype for Business Online:
Installation and creating contacts
Microsoft 365 Apps for enterprise: Installation and setup assistance
Service configuration failure issues
Provisioning issues
Domain setup and re-delegation
Service configuration issues
Single sign-on (SSO)
Active Directory synchronization


You can learn how to contact technical support here: Contact Microsoft 365 for business support.

Technical Support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Microsoft Community.

Technical support case handling

Microsoft 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 Operations and support description Examples
Sev A (Critical)
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.
Widespread problems sending or receiving mail.
SharePoint site down.
All users can't send instant messages, join or schedule Skype for Business Meetings, or make Skype for Business calls.
Sev B (High)
The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected.
Send button in Outlook is garbled.
Setting is impossible from EAC (Exchange Admin Center) but possible in PowerShell.
Sev C (Non-critical)
The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists.
How to set user password that never expires.
User can't delete contact information in Exchange Online.

Technical support initial response times

Initial response time is based on the severity levels described above and the type of subscription. The response time objectives are described in the following table.

Severity level Microsoft 365 Business Basic1
Microsoft 365 Apps for business1
Microsoft 365 Business Standard1
Microsoft 365 Business Premium1
All Microsoft 365 and Office 365 Enterprise (E),
Frontline (F),
Government (G), and
Education (A) plans
Elevated support options3
Sev A (Critical)
Available: 24/74
Response time: one hour
Available: 24/74
Response time: one hour
Available: 24/74
Response time: one hour
Sev B (High)
Available: business hours
Response time: no commitment
Available: 24/74
Response time: next day
Available: 24/74
Response time: 2 hours
Sev C (Medium)
Available: business hours
Response time: no commitment
Available: 24/74
Response time: no commitment
Available: 24/74
Response time: 4 hours


1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft.
2 Enterprise plans include 24/7 phone support from Microsoft for all issues.
3 For descriptions of the elevated support options, see Additional support options.
4 Calls and service requests are handled 24 hours a day, seven days a week in most countries and regions.

Support for standalone plans

Support for paid standalone plans is handled with the same level of support and response time objectives as plans in the Enterprise service family. For a list of standalone plans, see Standalone services.

Technical support languages

Depending on the location and language, support engineers are available during most regional business hours and, in several cases, on a 24-hour basis. For more information, see International Phone Numbers and Microsoft Support Options. If additional translation assistance is required, support engineers can remain on the line and arrange for a translator to join the call.

Business Assist for Microsoft 365

Business Assist for Microsoft 365 is designed for small businesses to give you and your employees around-the-clock access to small business specialists as you grow your business, from onboarding to everyday use. Learn more at Business Assist for Microsoft 365.

Shared support responsibilities

Microsoft understands that receiving timely technical support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customer's IT department plays in the support of its users.

Administrator role and responsibilities

People with Microsoft administrator roles are the only ones in the customer's organization authorized to access the Admin section of the admin center and to communicate directly with Microsoft about service requests.

With Office 365 for enterprise and Microsoft 365 Apps Plan, 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 Assigning admin roles.

The administrator is:

  • Responsible for service administration and account maintenance.

  • The primary contact that sets up and supports each service user.

  • Authorized to submit service requests to Microsoft.

The administrator's role is to:

  • Provide user account setup and configuration to allow users access to the services.

  • Address client connectivity, client software, and mobility installation issues.

  • Address service availability issues within the customer's organizational span of control.

  • Use Microsoft's self-service support resources to resolve support issues.

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, they should contact Technical support.

Microsoft support role

Microsoft support's role is to:

  • Troubleshoot and provide technical guidance for customer issues and escalations.

  • Gather and validate information related to specific service requests.

  • Provide issue coordination and resolution management.

  • Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.

  • Provide assistance with licensing, invoicing, and subscription inquiries.

  • Provide assistance with purchasing and trial inquiries.

  • Continually gather customer feedback on how to improve the service through surveys.

Additional support options

Elevated support options

While the support services included with Microsoft meet the needs of many customers, customers with more advanced requirements or complex environments should consider paid support options from Microsoft. These elevated support offers include quicker response objectives, the ability to set issue severity level, and access to additional technical resources and support account management.

Examples of elevated support include:

  • Service update management

  • End-to-end support for clients and services

  • Reactive and advisory services from advanced engineers

  • Incident management and on-site workshops

There are several types of additional support services available:

  • For options for large enterprise customers looking for a full-lifecycle service to support their move to Office 365, see Microsoft Services for Office 365.

  • For options for large enterprise customers looking for a managed support service that covers both Microsoft and on-premises technologies required to access the online service, see Premier Support.

  • For options for smaller enterprise customers in the United States, Canada, and the United Kingdom, see Professional Direct Support.


You can select a Microsoft partner and delegate administrative functions, including creating service request tickets. For more information, see the Partners service description and Add, change, or delete a subscription advisor partner.


Developers can learn more about developing Office and SharePoint applications at the MSDN Microsoft Developer Network. Developer Support is available through online blogs and forums in the developer community, through Premier or Partner support resources, or directly through Microsoft. For links to Developer Support options, see Support Resources.


The Microsoft team does not support scripts (for example, scripting techniques like JavaScript, VBScript, and so on, or VBA). If you need assistance with scripts, contact Microsoft Support. For Office applications usage support, see Support options for Microsoft Office application issues for subscribers.

Volume licensing

If you have already purchased licenses from Microsoft under a volume licensing program, here's where to go for support:

Feature availability

To view feature availability across plans, see Microsoft 365 and Office 365 platform service description.