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.

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