支援Support

針對所有 Microsoft Office 365 Enterprise、Business、Education 和 Government 訂閱,Microsoft 支援團隊均提供全球技術、售前、帳單和訂閱支援。With every Microsoft Office 365 Enterprise, Business, Education, and Government subscription, Microsoft Support provides global technical, pre-sales, billing and, subscription support. 線上透過 Microsoft 365 系統管理中心,以及透過電話撥打付費和試用版訂閱,都有提供支援。Support is available both online through the Microsoft 365 admin center and by telephone for both paid and trial subscriptions. 如需詳細資訊,請參閱Microsoft 支援選項For more information, see Microsoft Support Options.

授權的系統管理員可以使用 Microsoft 365 系統管理中心,以線上提交服務要求、存取支援電話號碼,以及查看所有開啟及最近關閉的服務要求。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. 在系統管理中心中送出的服務要求,在要求關閉後,最多可重新開啟14天。Service requests submitted in the admin center can be reopened for up to 14 days after the request has been closed. 如需相關指示,請參閱聯繫 Microsoft 365 for business supportFor instructions, see Contact Microsoft 365 for business support.

Microsoft 365 技術支援小組只會針對與 Microsoft 365 和 Office 365 相關的問題進行診斷。The Microsoft 365 technical support team troubleshoots only those issues that are related to Microsoft 365 and Office 365. 來源於客戶網路的問題超出支援界限,在這些情況下,客戶必須與網路小組合作,或聯繫Microsoft 網路小組以尋求協助。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.

社群和自助支援選項Community and self-service support options

自助支援可用於所有方案,包含疑難排解工具和影片、協助文章和影片,以及Microsoft 365 社區中的論壇和 wiki。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. 如需自助支援資源的相關資訊,請參閱Help and 訓練服務描述。For more information about self-service support resources, see the Help and training service description.

售前支援Pre-sales support

售前支援提供有關訂閱功能和權益的協助、規劃比較、定價和授權,以及協助識別適當的解決方案以滿足您的業務需求。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. 此外,售前支援可以幫助您尋找合作夥伴,以及購買和註冊試用。In addition, pre-sales support can help you find a Partner, and purchase and sign up for a trial. 您可以在星期一到星期五當地營業時間內撥打電話。You can call during local business hours, Monday through Friday. 售前支援和技術支援的服務電話號碼相同。Pre-sales support can be accessed using the same phone number as with technical support. 可在免費試用版的系統管理中心內找到支援電話號碼。The support telephone number can be found on the admin center of the free trial. 如需相關指示,請參閱聯繫 Microsoft 365 for business supportFor instructions, see Contact Microsoft 365 for business support.

帳務和訂閱管理支援Billing and subscription management support

您可透過線上支援或於週一至週五的當地營業時間內撥打電話,以取得帳務和訂閱管理問題的協助。Assistance for billing and subscription management issues is available online or by telephone during local business hours, Monday through Friday. 帳務和訂閱管理支援與技術支援的服務電話相同,且線上服務要求的提交程序也相同。Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. 可在系統管理中心找到支援電話號碼。The support telephone number can be found on the admin center. 如需相關指示,請參閱聯繫 Microsoft 365 for business supportFor instructions, see Contact Microsoft 365 for business support.

下列為帳務和訂閱管理問題的部分範例:Here are some examples of billing and subscription management issues:

  • 註冊試用版或購買訂閱Signing up for a trial or purchasing a subscription

  • 從試用訂閱轉換為付費訂閱Converting from a trial subscription to a paid subscription

  • 了解帳單Understanding the bill

  • 續訂訂閱Renewing a subscription

  • 新增或移除授權Adding or removing licenses

  • 取消付費訂閱Canceling a paid subscription

技術支援Technical support

Microsoft 365 訂閱的技術支援提供基本安裝、設定及一般技術使用的協助。Technical support for Microsoft 365 subscriptions provides assistance with basic installation, setup, and general technical usage. 下表列出了這些問題的部分範例:Some examples of these issues are listed in the following table.

支援類別Support Category 範例Examples
安裝和設定Installation and setup
Exchange Online:Exchange Online:
信箱移轉Mailbox migration
收件者設定 (信箱權限、設定信箱轉寄功能、設定共用信箱)Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox)
自動探索設定Autodiscover configuration
SharePoint Online:SharePoint Online:
權限和使用者群組Permissions and user groups
設定外部使用者Configuration of external users
商務用 Skype Online:Skype for Business Online:
安裝和建立連絡人Installation and creating contacts
Microsoft Microsoft 365 應用程式企業版:安裝和設定協助Microsoft Microsoft 365 Apps for enterprise: Installation and setup assistance
組態Configuration
服務設定失敗問題Service configuration failure issues
佈建問題Provisioning issues
網域設定和重新委派Domain setup and re-delegation
服務設定問題Service configuration issues
單一登入 (SSO)Single sign-on (SSO)
Active Directory 同步處理Active Directory synchronization

注意

您可以在這裡瞭解如何聯繫我們的技術支援:與 Microsoft 365 聯繫以取得商務支援服務You can learn how to contact technical support here: Contact Microsoft 365 for business support.

技術支援不包括疑難排解協力廠商服務或增益集。瞭解如何在Microsoft 社區中尋找其他客戶的答案。Technical Support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Microsoft Community.

技術支援案例的處理Technical support case handling

當某案例處於未處理狀態時,Microsoft 會根據問題類型和客戶影響程度的評估來指定該案例的嚴重層級。下表列出了問題類型和嚴重層級的範例: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.

嚴重層級Severity Level 操作和支援說明Operations and Support Description 範例Examples
嚴重度 A (重大)Sev A (Critical)
無法存取或使用一個或多個服務。生產、營運或部署期限受到嚴重影響,或對生產或獲利率造成嚴重影響。多個使用者或服務受到影響。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.
傳送或接收郵件時遇到的普遍問題。Widespread problems sending or receiving mail.
SharePoint 網站服務中斷。SharePoint site down.
所有使用者均無法傳送即時訊息、加入或安排商務用 Skype 會議或撥打商務用 Skype 電話。All users can't send instant messages, join or schedule Skype for Business Meetings, or make Skype for Business calls.
嚴重度 B (高)Sev B (High)
服務雖可用,但卻有受損問題。此情形對業務的影響較為中等,且可於營業時間內解決。單一使用者、客戶或服務受到部分影響。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 [傳送] 按鈕變成亂碼。Send button in Outlook is garbled.
無法從 EAC (Exchange 系統管理中心) 設定,但可在 PowerShell 中設定。Setting is impossible from EAC (Exchange Admin Center) but possible in PowerShell.
嚴重度 C (非重大)Sev C (Non-critical)
此情形對業務的影響最小。問題很重要但不會對客戶的目前服務或生產力造成重大影響。單一使用者遇到部分中斷問題,但有可採取的因應措施。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.
如何設定永不過期的使用者密碼。How to set user password that never expires.
使用者不能刪除 Exchange Online 中的連絡人資訊。User can't delete contact information in Exchange Online.

技術支援的初始回應時間Technical support initial response times

初始回應時間是以上述所述的嚴重性層級,以及訂閱類型為基礎。Initial response time is based on the severity levels described above and the type of subscription. 下表說明了回應時間目標。The response time objectives are described in the following table.

嚴重層級Severity Level
Microsoft 365 商務基本版1Microsoft 365 Business Basic1
Microsoft 365 商務應用程式1Microsoft 365 Apps for business1
Microsoft 365 商務標準版1Microsoft 365 Business Standard1
Office 365 Enterprise E12Office 365 Enterprise E12
Office 365 企業版 E32Office 365 Enterprise E32
Office 365 政府 G22Office 365 Government G22
Office 365 美國政府版 E32Office 365 US Government E32
Office 365 教育版2Office 365 Education2
Office 365 企業版 F12Office 365 Enterprise F12
Office 365 美國政府 K12Office 365 US Government K12
較高的支援選項3Elevated Support Options3
嚴重度 A (重大)Sev A (Critical)
可用:全年無休4Available: 24/74
回應時間:1 小時Response time: one hour
可用:全年無休4Available: 24/74
回應時間:1 小時Response time: one hour
可用:全年無休4Available: 24/74
回應時間:1 小時Response time: one hour
可用:全年無休4Available: 24/74
回應時間:1 小時Response time: one hour
嚴重度 B (高)Sev B (High)
可用:上班時間Available: business hours
回應時間:未承諾Response time: no commitment
可用:全年無休4Available: 24/74
回應時間:明天Response time: next day
可用:全年無休4Available: 24/74
回應時間:明天Response time: next day
可用:全年無休4Available: 24/74
回應時間:2 小時Response time: 2 hours
嚴重度 C (中)Sev C (Medium)
可用:上班時間Available: business hours
回應時間:未承諾Response time: no commitment
可用:全年無休4Available: 24/74
回應時間:未承諾Response time: no commitment
可用:全年無休4Available: 24/74
回應時間:未承諾Response time: no commitment
可用:全年無休4Available: 24/74
回應時間:4 小時Response time: 4 hours

注意

1商務方案包括從 Microsoft 取得的所有非重大問題和24/7 電話支援的上班時間支援。1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft.
2企業版方案包括來自 Microsoft 的24/7 電話支援,以解決所有問題。2 Enterprise plans include 24/7 phone support from Microsoft for all issues.
3如需較高支援選項的描述,請參閱其他支援選項3 For descriptions of the elevated support options, see Additional support options.
4通話和服務要求在大部分的國家和地區中每天24小時、每週7天處理一次。4 Calls and service requests are handled 24 hours a day, seven days a week in most countries and regions.

獨立計劃支援Support for standalone plans

以企業服務系列中的計畫,處理付費獨立計畫的支援和回應時間目標。Support for paid standalone plans is handled with the same level of support and response time objectives as plans in the Enterprise service family. 如需獨立計劃的清單,請參閱Standalone servicesFor a list of standalone plans, see Standalone services.

技術支援語言Technical support languages

依地點和語言而定,大部分區域的營業時間內,支援工程師均可提供支援,某些情況下 24 小時待命。Depending on the location and language, support engineers are available during most regional business hours and, in several cases, on a 24-hour basis. 如需詳細資訊,請參閱國際電話號碼Microsoft 支援選項For more information, see International Phone Numbers and Microsoft Support Options. 如需另外的翻譯協助,支援工程師可直接在線上為您安排翻譯人員加入通話。If additional translation assistance is required, support engineers can remain on the line and arrange for a translator to join the call.

共用支援責任Shared support responsibilities

Microsoft 了解即時提供合格專業人員的技術支援是雲端服務的重點優勢。在提供使用者支援服務方面,客戶的 IT 部門同樣扮演著不可或缺的重要角色。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.

管理員角色和責任Administrator role and responsibilities

只有 Microsoft 系統管理員角色的人員才有權存取系統管理中心的系統管理員區段, 以及直接與 Microsoft 進行服務要求的通訊。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.

使用 Office 365 Enterprise 和 Microsoft 365 Apps Plan,您可以指定多種類型的系統管理員,以提供不同的功能。With Office 365 Enterprise and Microsoft 365 Apps Plan, you can designate several types of administrators who serve different functions. 此服務說明採用一般標題「管理員」來統稱所有類別的管理員。This service description uses the generic title administrator to refer to all categories of administrators. 如需有關管理員角色類型的詳細資訊,請參閱〈指派管理員角色〉。For more information about the types of administrator roles, see Assigning admin roles.

管理員:The administrator is:

  • 負責服務管理和帳戶維護。Responsible for service administration and account maintenance.

  • 設定和支援每個服務使用者的主要連絡人。The primary contact that sets up and supports each service user.

  • 有權將服務要求提交至 Microsoft。Authorized to submit service requests to Microsoft.

管理員角色可以:The administrator's role is to:

  • 提供使用者帳戶設定,以便使用者存取服務。Provide user account setup and configuration to allow users access to the services.

  • 處理用戶端連線、用戶端軟體和行動安裝問題。Address client connectivity, client software, and mobility installation issues.

  • 解決客戶組織控制範圍內的服務可用性問題。Address service availability issues within the customer's organizational span of control.

  • 使用 Microsoft 自助支援資源解決支援問題。Use Microsoft's self-service support resources to resolve support issues.

管理員需為客戶的使用者提供初步協助。若管理員無法使用自助支援資源來解決問題,則需連絡技術支援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 Technical support.

Microsoft 支援角色Microsoft support role

Microsoft 的支援角色可以:Microsoft support's role is to:

  • 為客戶問題和呈報進行疑難排解和提供技術指導。Troubleshoot and provide technical guidance for customer issues and escalations.

  • 收集並驗證與特定的服務要求相關的資訊。Gather and validate information related to specific service requests.

  • 提供問題協調和解決方案管理。Provide issue coordination and resolution management.

  • 與管理員保持通訊,以確保問題處理程序持續進行。Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.

  • 提供授權、開立發票和訂閱查詢的相關協助。Provide assistance with licensing, invoicing, and subscription inquiries.

  • 提供購買和試用版查詢的相關協助。Provide assistance with purchasing and trial inquiries.

  • 透過問卷調查,持續收集客戶對於我們如何改善服務的意見反應。Continually gather customer feedback on how to improve the service through surveys.

其他支援選項Additional support options

較高的支援選項Elevated support options

Microsoft 隨附的支援服務可滿足許多客戶的需求,具有更多高級需求或複雜環境的客戶應考慮從 Microsoft 支付支援選項。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. 這些較高的支援選項包含:更快地回應目標、設定問題嚴重層級、存取其他技術資源和支援帳戶管理。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.

較高支援的範例包括:Examples of elevated support include:

  • 服務更新管理Service update management

  • 用戶端和服務的端對端支援End-to-end support for clients and services

  • 由高級工程師所負責的回應式與諮詢服務Reactive and advisory services from advanced engineers

  • 事件管理和現場研討會Incident management and on-site workshops

提供了以下多種類型其他支援服務:There are several types of additional support services available:

  • 如需尋找完整生命週期服務以支援大型企業客戶移轉至 Office 365 的適用選項,請參閱〈Microsoft 的 Office 365 服務〉。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.

  • 如需尋求受管理支援服務(涵蓋存取線上服務所需的 Microsoft 和內部部署技術)的大型企業客戶的選項,請參閱Premier supportFor 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.

  • 如需美國、加拿大及英國地區的較小型企業客戶的適用選項,請參閱〈專業人員直接支援〉。For options for smaller enterprise customers in the United States, Canada, and the United Kingdom, see Professional Direct Support.

協力程式Partners

您可以選取 Microsoft 合作夥伴,並委派系統管理職責,包括建立服務要求票證。如需詳細資訊,請參閱協力程式服務說明和〈新增、變更或刪除訂閱顧問合作夥伴〉。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.

開發人員Developers

開發人員可以深入瞭解在MSDN Microsoft 開發人員網路上開發 Office 和 SharePoint 應用程式。Developers can learn more about developing Office and SharePoint applications at the MSDN Microsoft Developer Network. 您可透過開發人員社群的線上部落格和論壇、頂級支援或合作夥伴支援資源,或直接連絡 Microsoft 來取得開發人員支援。Developer support is available through online blogs and forums in the developer community, through Premier or Partner support resources, or directly through Microsoft. 如需開發人員支援選項的連結,請參閱〈 支援資源〉。For links to developer support options, see Support Resources.

注意

Microsoft 小組不支援腳本(例如,像是 JavaScript、VBScript 等等的腳本技術)。The Microsoft team does not support scripts (for example, scripting techniques like JavaScript, VBScript, and so on, or VBA). 如果您需要使用指令碼的協助,請連絡 Microsoft 支援If you need assistance with scripts, contact Microsoft Support. 如需 Office 應用程式使用方式支援,請參閱訂閱者的 Microsoft Office 應用程式問題支援選項For Office applications usage support, see Support options for Microsoft Office application issues for subscribers.

大量授權Volume licensing

若您已從 Microsoft 購買了大量授權方案,請前往下列位置取得支援:If you have already purchased licenses from Microsoft under a volume licensing program, here's where to go for support:

功能可用性Feature availability

若要查看不同方案中的功能可用性,請參閱Microsoft 365 和 Office 365 平臺服務說明To view feature availability across plans, see Microsoft 365 and Office 365 platform service description.