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Microsoft 365
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Microsoft 365 support plans for business and enterprise

Address your business needs with expert help, when and how you need it.

Support offerings

Standard Support

Originally starting from Included now starting from Included

Included Included

with Microsoft 365

  • Support for Microsoft 365 cloud services​

  • Billing and subscription management support

  • Basic installation, setup, and general technical usage

Great for medium-sized businesses

Professional Direct Support for Microsoft 365

Originally starting from USD$9.00 now starting from USD$9.00

USD$9.00 USD$9.00

user/month

  • Support for Microsoft 365 cloud services

  • Access to dedicated experts for small to medium-sized businesses

  • Customized recommendations for your organization

  • Guided deployment, setup, and migration support

  • Support with Microsoft Copilot and AI transformation

  • Webinars and training

  • Proactive support and health alerts

  • Quarterly customer check-ins

  •       *Available in English only

Great for enterprise organizations

Microsoft Unified

  • Support for all Microsoft products

  • Success Management Services

  • On-demand assessments with as-needed setup and configuration services

  • On-demand videos, hands-on labs, learning paths, and expert-led webcasts​

  • Expert-led support

  • Specified incident response times

  • Escalation management

  • Access to Value Acceleration Services and Mission Critical Services1

  • Limited checkmark icon Partial checkmark icons indicate a feature is partially included
  • Fully checkmark icon Checkmark icons indicate a feature is included

Standard support

Originally starting from Included now starting from Included

Included Included

with Microsoft 365

Professional Direct Support for Microsoft 365

Originally starting from USD$9.00 now starting from USD$9.00

USD$9.00 USD$9.00

user/month

Microsoft Unified

Standard support
Professional Direct Support for Microsoft 365
Microsoft Unified
Description

 Small to medium-sized businesses seeking access to additional support and success services

Enterprises seeking comprehensive, organization-wide coverage for all their Microsoft technologies​

Product coverage

Microsoft 365

Microsoft 365

All Microsoft products

Success Management Services

Provided digitally and/or by Customer Success Account Managers​

Advisory Services
This feature is included

As needed Advisory Phone Support (limited to six hours or less per incident)

IT health assessments
This feature is included

As needed on-demand assessments with setup and configuration services​

Technical training

Online webinars and trainings

On-demand videos, hands-on labs, learning paths, and expert-led webcasts

Technical support

24x7 support available

24x7 support available

As needed 24x7 ​
Expected response times:​
Critical Sev 1: 15 minutes for Azure*/1 hour for all other products​;
Sev A: 1 hour; Sev B: 2 hours; Sev C: 4 hours

Escalation management

For Critical Business System Down issues, resource assigned after 15 minutes for Azure or 1 hour for all other products

For Critical Business System Degraded, resource assigned after 1 hour for all products

Case management/tooling

 

Microsoft 365 admin center and mobile app, web, and phone incident submission

Microsoft 365 admin center and mobile app, web, and phone incident submission​

Services Hub portal for one-stop support management, recommendations

Microsoft 365 admin center and mobile app, web, and phone incident submission

Third party

Select third-party support with interoperability and configuration guidance, and troubleshooting

Select third-party support with interoperability and configuration guidance, and troubleshooting

Select third-party support with interoperability and configuration guidance, and troubleshooting

Specialized services
Self-help portals

Microsoft 365 admin center

Microsoft 365 admin center

Microsoft Services Hub ​
Microsoft 365 admin center

Deployment assistance

Limited

This feature is included
This feature is included
Migration assistance

Limited

This feature is included
This feature is included
Cost

Included

USD$9.00 user/month

Standard support

Originally starting from Included now starting from Included

Included Included

with Microsoft 365

Professional Direct Support for Microsoft 365

Originally starting from USD$9.00 now starting from USD$9.00

USD$9.00 USD$9.00

user/month

Microsoft Unified

Self-help resources

Get started with Microsoft 365

Microsoft 365 with Microsoft Teams helps deliver a complete, secure solution to help everyone work better, smarter, and more cohesively.

Microsoft 365 community

Explore best practices, news, and trends directly from the Microsoft 365 team.

Already a customer?

View your service health dashboard (may require admin permission).

Frequently asked questions

  • Basic installation, setup, and billing support is available for all Microsoft 365 customers, while more advanced technical support is available with a paid support plan. With standard support, you’ll get:

    • Access to the Microsoft admin center to manage applications, data, devices, and users more efficiently.
    • Technical support options to address product and service challenges.
    • Basic installation, setup, configuration, and general usage assistance.
    • Billing and subscription management support.
    • Phone and web incident submission.
    • Access to self-help resources, including troubleshooting tools, videos, articles, and forums.
  • Online support

    Start your service request online and save time. We'll help you find a solution or connect you to technical support.

    1. Go to the admin center. If you’re not an admin, you’ll see a message saying you don't have permission to access this page or perform this action. For more information, see Who has admin permissions in my business?
    2. On the lower-right side of the page, select Help & support.
    3. Type a question or keyword into the text box. If you get a dropdown list, select the one closest to your question, or continue typing your question, then press Enter.
    4. If the results don't help, at the bottom, select Contact Support.
    5. Enter a description of your issue, confirm your contact number and email address, select your preferred contact method, and then select Contact me. The expected wait time is indicated in the Contact support pane.
       

    Phone support

    Billing support is provided in English from 9:00 AM to 5:00 PM (9:00 AM to 6:00 PM in Australia), Monday through Friday.

    Technical support is provided in English 24 hours a day, seven days a week.

    Admins, have your account details ready when you call.

    • In the United States, call 1-800-865-9408.
    • In Australia, call 1-800-197-503.
    • In Canada, call 1-800-865-9408.
    • In the United Kingdom, call 0800-032-6417.
       

    If your support phone number isn't listed above, find the number for your country or region.

  • The key benefits of paid support include a highly skilled engineering-led support ambassador, escalation management, proactive services, advisory support, and deeper technical training.

  • Yes, Microsoft Partners can help you get the most value from your investment. Find a partner.

[1] Available through Flex Allowance or for purchase as add-ons​.

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