Office 365 Support Guidelines for Enterprises

Office 365 packages include technical support for all customers at no additional cost. As with other Software as a Service offerings, Office 365 is kept up and running by the vendor, in this case Microsoft. While this relieves customers of many of the support issues of on-premises software, Office 365 can still present significant maintenance and support requirements, and customers must demonstrate that their configuration is sound before requesting break-fix support or service outage credit.

Requesting Break-Fix Support

All Office 365 business and enterprise subscription plans include break-fix support from Microsoft 24/7. Microsoft maintains its servers to ensure service uptime and reliability. However, users can still encounter outages, caused not only by Microsoft infrastructure failures but also by customer-caused configuration errors.

Only named administrators on an Office 365 account may raise support issues to Microsoft. Cases can be opened online or by telephone, and Office 365 technical cases follow severity guidelines similar to Premier Support cases: