联系商业版产品的支持人员 - 管理员帮助Contact support for business products - Admin Help

账单支持所用语言为英语,时间为星期一到星期五的上午 9 点到下午 5 点(澳大利亚为上午 9 点到下午 6 点)。Billing support is provided in English from 9 AM-5 PM (9 AM-6 PM in Australia), Monday-Friday.
技术支持所用语言为英语,且全天候提供(每周 7 天,每天 24 小时)。Technical support is provided in English 24 hours a day, 7 days a week.
管理员应在致电时准备好提供帐户详细信息。Admins, have your account details ready when you call.

  • 在美国,请拨打 1 800 865 9408。In the United States, call 1 800 865 9408.

  • 在澳大利亚,请拨打 1 800 197 503。In Australia, call 1 800 197 503.

  • 在加拿大,请拨打 1 800 865 9408。In Canada, call 1 800 865 9408.

  • 在英国,请拨打 0800 032 6417。In the United Kingdom, call 0800 032 6417.

如果上方未列出适合你的 Office 365 或 Microsoft 365 商业版支持电话号码,请使用下面的下拉菜单来选择你所在的国家或地区。If your Office 365 or Microsoft 365 Business support phone number isn't listed above, use the dropdown menu below to choose your country or region.

对于由世纪互联运营的 Office 365 的每一份订阅,世纪互联支持均可提供技术、售前、帐单和订阅支持。不管是付费还是试用订阅,均可通过由世纪互联运营的 Office 365 的门户获得在线支持,或通过电话获得支持。With every subscription of Office 365 operated by 21Vianet, 21Vianet support provides technical, pre-sales, billing and subscription support. Support is available both online through the Office 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions.

获得授权的管理员可以使用由世纪互联运营的 Office 365 的门户来在线提交服务请求和获得支持电话号码。有关说明,请参阅联系支持Authorized administrators can use the Office 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. For instructions, see Contact support.

世纪互联 Office 365 技术支持团队仅负责解决与世纪互联运营的 Office 365 相关的上述问题。源自客户网络的问题不在 Office 365 支持范围内,而且在这些情况下,客户必须与其网络团队共同协作以获得帮助。The 21Vianet Office 365 technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must work with their networking team for assistance.

社区和自助服务支持选项Community and self-service support options

自助服务支持适用于所有由世纪互联运营的 Office 365 的用户,支持包括 Office 365 社区中的疑难解答工具与视频、帮助文章和视频以及论坛和 wiki。有关自助服务支持资源的详细信息,请参阅了解由世纪互联运营的 Office 365Self-service support is available for all Office 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. For more self-help resources, see Learn about Office 365 operated by 21Vianet.

售前支持Pre-sales support

由世纪互联运营的 Office 365 的售前支持提供有关订阅功能和优势、计划比较、定价和许可方面的帮助,可帮助确定满足你业务需求的合适解决方案。此外,售前支持还可帮助你寻找合作伙伴、购买和注册试用版。你可以在星期一至星期五的本地营业时间内拨打电话。售前支持的电话号码与技术支持相同。有关说明,请参阅联系支持人员Pre-sales support for Office 365 operated by 21Vianet 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. For instructions, see Contact support.

帐单和订阅管理支持Billing and subscription management support

可通过在线方式或在星期一至星期五的中国营业时间(北京时间)通过电话获取有关帐单和订阅管理问题的帮助。帐单和订阅管理支持的电话号码和在线服务请求流程与技术支持相同。可在由世纪互联运营的 Office 365 的门户上找到支持电话号码。有关说明,请参阅联系支持人员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 365 operated by 21Vianet portal. For instructions, see Contact support.

以下是一些帐单和订阅管理问题示例:Here are some examples of billing and subscription management issues:

  • 注册试用版或购买订阅Signing up for a trial or purchasing a subscription

  • 从试用订阅转换为付费订阅Converting from a trial subscription to a paid subscription

  • 了解帐单Understanding the bill

  • 续订订阅Renewing a subscription

  • 添加或删除许可证Adding or removing licenses

  • 取消付费订阅Canceling a paid subscription

技术支持Technical support

由世纪互联运营的 Office 365 订阅的技术支持可提供有关基本安装、设置和一般技术用法的帮助。下表列出了这些问题的一些示例。Technical support for Office 365 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.

支持类别Support category 示例Examples
安装和设置Installation and setup Exchange OnlineExchange Online
  • Office 365 邮箱迁移Office 365 mailbox migration
  • 收件人配置(邮箱权限、配置邮件转发、配置共享邮箱)Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox)
  • 自动发现配置Autodiscover configuration
SharePoint OnlineSharePoint Online
  • 权限和用户组Permissions and user groups
  • 外部用户的配置Configuration of external users
Skype for Business OnlineSkype for Business Online
  • 安装和创建联系人Installation and creating contacts
Office 365 专业增强版Office 365 ProPlus
  • 安装和设置Installation and setup
配置Configuration 服务配置问题Service configuration issues
  • 单一登录 (SSO)Single sign-on (SSO)
  • Active Directory 同步Active Directory synchronization

备注

你可以在此学习如何联系技术支持人员:联系支持人员。技术支持不包括第三方服务或外接程序的疑难解答。了解如何从社区内的其他客户那里找到答案。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.

技术支持案例的处理Technical support case handling

世纪互联会对问题的类型和及其对客户的影响进行评估,并据此在案例开通时为其指定严重级别。下表显示了问题类型和严重级别的示例。21Vianet 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.

严重级别Severity level 操作和支持说明Operations and support description 示例Examples
严重级别 A(关键)Sev A (Critical) 一个或多个服务不能访问或不可用。生产、经营或部署期限受到严重影响,或对生产或盈利造成严重影响。多个用户或服务受到影响。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.
  • 收发邮件普遍存在问题。Widespread problems sending or receiving mail.
  • SharePoint 网站停用。SharePoint site down.
  • 所有用户均无法发送即时消息、加入或安排 Skype for Business 会议或拨打 Skype for Business 电话。All users can't send instant messages, join or schedule Skype for Business Meetings, or make Skype for Business calls.
严重性 B(高)Sev B (High) 服务可用,但性能受损。这种情况对业务产生的影响不太严重,可在营业时间进行处理。单个用户、客户或服务部分受影响。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.
  • Outlook 中的“发送”按钮出现乱码。Send button in Outlook is garbled.
  • 无法从 EAC(Exchange 管理中心)进行设置,但可以在 Windows PowerShell 中进行设置。Setting is impossible from EAC (Exchange admin center) but possible in Windows PowerShell.
严重级别 C(非关键)Sev C (Non-critical) 这种情况对业务的影响很小。此问题很重要,但不会对客户的当前服务或生产率产生严重影响。单个用户遇到部分中断,但存在可接受的解决方法。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.
  • 如何设置永不过期的用户密码。How to set user password that never expires.
  • 用户不能在 Exchange Online 中删除联系人信息。User can't delete contact information in Exchange Online.

技术支持初始响应时间Technical support initial response times

初始响应时间将根据上文所述严重级别而定。世纪互联的客户服务团队将根据严重级别以合理的节奏来跟进调查和与客户沟通。世纪互联还希望客户能够相应地进行合理的配合。Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.

安全级别 1Security level 1 世纪互联客户支持团队的初始响应21Vianet customer support team Initial response 客户响应Customer responsibility
严重级别 A 2(关键)Sev A 2 (Critical) 初始响应:1 小时或更快;跟进:继续努力,直到问题解决。Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. 提供可靠的业务影响陈述(参见上面的严重级别 A 说明和示例);分配资源以确保继续与世纪互联客户支持专员合作,进行联合调查和必要的沟通;提供准确的联系信息,确保在整个服务请求周期内的可靠通信。Provide solid business impact statement (see the severity A description and examples above); Allocate resource to ensure continues collaboration with 21Vianet customer support agent for the joint investigation and necessary communication; Provide accurate contact information and ensure reliable communication throughout the service request lifecycle.
严重级别 B(高)Sev B (High) 初始响应:1 小时或更快。Initial Response: 1 business day or less. 提供准确的联系信息,确保在整个服务请求周期内的可靠通信。Provide accurate contact information and ensure reliable communication throughout the service request lifecycle.
严重级别 C(中)Sev C (Medium) 初始响应:3 个工作日或更快。Initial Response: 3 business day or less. 提供准确的联系信息,确保在整个服务请求周期内的可靠通信。Provide accurate contact information and ensure reliable communication throughout the service request lifecycle.

1 如果客户无法在合理的时间内提供所需的资源或作出响应来配合世纪互联客户支持专员的调查,世纪互联支持团队可降低服务请求的严重级别。1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.

2 严重级别 A 仅适用于通过销售客户经理与世纪互联签署了高级在线服务协议的客户,且仅用于技术支持。帐单和订阅管理支持的最高严重级别为 B。2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B.

技术支持工作时间Technical support working hours

严重级别 A:24*7 连续服务Severity A: 24*7 continuous service

严重级别 B/C:9:00 ~24:00(北京时间),全年无休。Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.

联系支持人员Contact support

备注

辅助支持选项仅面向订阅 Office 365 的组织中的管理员提供。如果你是 Office 365 用户,但不是管理员,则仍然可以在社区论坛中或通过联系管理员获得支持。Assisted support options are for admins of Office 365 subscribed organizations only. If you use Office 365 but you're not an admin, you can still get support in the community forums, or by contacting your admin.

开启在线请求Open an online request

通过在线发起服务请求节省时间。在 Microsoft 365 管理中心内,选择“支持”>“新建服务请求”。Save time by starting your service request online. In the Microsoft 365 admin center, choose Support > New service request.

致电支持人员Call support

致电支持人员。如果无法使用在线请求,也可以使用电话支持,号码为:(86) 400-089-0365。Call support. If you encounter any problem with online request, phone support is available at (86) 400-089-0365.

共同承担支持责任Shared support responsibilities

世纪互联深知及时从合格的专业人员获取技术支持是云服务的一个关键方面。客户的 IT 部门在支持其用户方面发挥的关键作用也同样重要。21Vianet 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.

管理员角色和职责Administrator roles and responsibilities

在客户组织中,只有具有管理员角色的用户才有权访问由世纪互联运营的 Office 365 的门户的“管理员”部分并就 Office 365 服务请求直接与世纪互联进行沟通。People with Office 365 administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office 365 operated by 21Vianet portal and to communicate directly with 21Vianet about Office 365 service requests.

Office 365 允许委派多个类型的管理员来行使不同的职能。此服务说明使用通用职称管理员来指代所有类别的管理员。有关管理员角色类型的详细信息,请参阅在 Office 365 商业版中分配管理员角色With Office 365 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 Office 365 for business.

管理员具有以下特点:The administrator is:

  • 负责服务管理和帐户维护。Responsible for service administration and account maintenance.

  • 是设置和支持每个服务用户的主要联系人。The primary contact that sets up and supports each service user.

  • 有权向世纪互联提交服务请求。Authorized to submit service requests to 21Vianet.

管理员角色的职责是:The administrator's role is to:

  • 提供用户帐户设置和配置以允许用户访问服务。Provide user account setup and configuration to allow users access to the services.

  • 解决客户端连接、客户端软件和移动设备安装问题。Address client connectivity, client software, and mobility installation issues.

  • 解决客户组织控制范围内的服务可用性问题。Address service availability issues within the customer's organizational span of control.

  • 使用自助服务支持资源来解决支持问题。Use self-service support resources to resolve support issues.

管理员应为客户的用户提供初始帮助。但是,如果管理员无法借助自助服务支持资源解决问题,则应联系支持人员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.

世纪互联支持角色21Vianet support role

世纪互联支持角色的职责是:21Vianet's support role is to:

  • 对客户问题和上报进行疑难解答并提供技术指导。Troubleshoot and provide technical guidance for customer issues and escalations.

  • 收集并验证与特定服务请求相关的信息。Gather and validate information related to specific service requests.

  • 提供问题协调和解决方案管理。Provide issue coordination and resolution management.

  • 与管理员保持通信,以确保能持续解决问题。Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.

  • 提供有关许可、开票和订阅查询方面的帮助。Provide assistance with licensing, invoicing, and subscription inquiries.

  • 提供有关采购和试用查询方面的帮助。Provide assistance with purchasing and trial inquiries.

  • 不断通过调查收集有关如何改善服务的客户反馈。Continually gather customer feedback on how to improve the service through surveys.

功能可用性Feature availability

若要查看各个 Office 365 计划的功能可用性,请参阅 Office 365 服务说明To view feature availability across Office 365 plans, see Office 365 Service Description

在微信上关注我们Follow us on WeChat

扫描此 QR 码在微信上关注我们,获取由世纪互联运营的 Office 365 的最新动态。Scan this QR code to follow us on WeChat and get the latest updates for Office 365 operated by 21Vianet.

扫描 QR 码,获取由世纪互联运营的 Office 365 的最新动态

本文适用于 Office 365 Germany 的客户,此类客户的域名以 onmicrosoft.de 结尾。有关详细信息,请参阅了解 Office 365 GermanyThis article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.

作为 Office 365 Germany 管理员,你可以免费联系我们的资深支持专员,让其协助你解决技术问题,以及获取预售、帐户和帐单支持。你也可以代表你组织中的 Office 365 Germany 用户联系我们。As an admin for Office 365 Germany, you get free access to our knowledgeable support agents for help resolving technical issues, as well as for pre-sales, account, and billing support. You can also contact us on behalf of Office 365 Germany users in your organization.

备注

下面的所有支持选项都是针对 Microsoft 云德国版的。有关 Microsoft 如何使用你在联系 Microsoft Office 365 支持人员时提供的数据的更多信息,请参阅隐私声明All of the support options below are for Microsoft Cloud Germany. For more information about how Microsoft uses the data that you provide when you contact Microsoft Office 365 support, please see the privacy statement.

获取辅助支持Get assisted support

辅助支持选项仅面向订阅 Office 365 Germany 的组织中的管理员提供。如果你是在工作单位或学校中使用 Office 365 Germany,但不是管理员,则仍然可以在社区论坛中或通过联系管理员或 IT 部门获得支持。Assisted support options are for admins of Office 365 Germany subscribed organizations only. If you use Office 365 Germany at work or school, but you're not an admin, you can still get support in the community forums, or by contacting your admin or IT department.

  • 开启在线请求Open an online request. 可通过发起在线服务请求节省时间。Save time by starting your service request online. 在管理中心中,选择“支持”>“新建服务请求”。In the Microsoft 365 admin center, choose Support > New service request. 我们将帮助你找到解决方案,或请专员通过电子邮件或电话与你联系。We'll help you find a solution or connect you to an expert who will contact you by email or phone.

  • 致电支持人员。 欢迎来电。管理员应在致电时准备好提供帐户详细信息。Call support. We're here to talk. Admins, have your account details ready when you call support.

区域Region 电话号码Phone number 工作时间Hours
德国Germany 0800 589 23300800 589 2330 帐单支持:德语:周一至周五的上午 9 点至下午 5 点,柏林 英语:周一至周五的上午 9 点至下午 5 点,柏林 技术支持:德语:全天候 (24x7) 英语:全天候 (24x7) 替代电话号码:069 380 789 305(会产生本地话费)Billing Support: German: Mon-Fri 9-5 Berlin English: Mon-Fri 9-5 Berlin Technical Support: German: 24 hours a day, 7 days a week English: 24 hours a day, 7 days a week Alternative Phone Number: 069 380 789 305 (Local call charges apply)
欧洲经济区内的所有其他市场All other markets within the European Economic Area +49 69 380 789 305+49 69 380 789 305 帐单支持:周一至周五的上午 9 点至下午 5 点,柏林 (UTC+1) 英语:周一至周五的上午 9 点至下午 5 点,柏林 (UTC +1) 技术支持:德语:全天候 (24x7) 英语:全天候 (24x7) 电话支持通过到德国的国际通话实现。Billing Support: German: Mon-Fri 9-5 Berlin(UTC+1) English: Mon-Fri 9-5 Berlin (UTC +1) Technical Support: German: 24 hours a day, 7 days a week English: 24 hours a day, 7 days a week Telephone support is available via international call to Germany. 需支付国际长途话费。International call charges apply. 通过管理中心提交支持票证,可避免支付话费。Call charges can be avoided by submitting a support ticket through the Microsoft 365 admin center.

通过社区获取帮助Let our community help

你也可以搜索 Office 365 商业版社区论坛,查找已知问题和新潮主题,或发帖提出新问题。社区论坛由训练有素的 Microsoft 支持专员监管,他们可以帮助你解决问题。You can also search the Office 365 for business community forums to find known issues and trending topics, or to post a new question. The community forums are monitored by trained Microsoft support agents who can help resolve your issue.