Microsoft Office 365 For Mac Customer Support Phone Number
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- Microsoft 365 Billing Support Phone Number
- Microsoft 365 Customer Service Phone Number
- Microsoft Office 365 For Mac Customer Support Phone Number Customer Service
- Phone Number For Microsoft Office 365
- Microsoft Office 365 Customer Support
With every Microsoft Office 365 for enterprise, business, education, and government subscription, Microsoft Support provides global technical, pre-sales, billing and, subscription support. Support is available both online through the Microsoft 365 admin center and by telephone for both paid and trial subscriptions. For more information, see Microsoft Support Options.
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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. Service requests submitted in the admin center can be reopened for up to 14 days after the request has been closed. For instructions, see Contact Microsoft 365 for business support.
The Microsoft 365 technical support team troubleshoots only those issues that are related to Microsoft 365 and Office 365. 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.
Community and self-service support options
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. For more information about self-service support resources, see the Help and training service description.
Pre-sales support
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. 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. The support telephone number can be found on the admin center of the free trial. For instructions, see Contact Microsoft 365 for business support.
Billing and subscription management support
Assistance for billing and subscription management issues is available online or by telephone during local business hours, 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 admin center. For instructions, see Contact Microsoft 365 for business support.
Here are some examples of billing and subscription management issues:
Signing up for a trial or purchasing a subscription
Converting from a trial subscription to a paid subscription
Understanding the bill
Renewing a subscription
Adding or removing licenses
Canceling a paid subscription
Technical support
Technical support for Microsoft 365 subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.
| Support category | Examples |
|---|---|
| Installation and setup | Exchange Online: Mailbox migration Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox) Autodiscover configuration SharePoint Online: Permissions and user groups Configuration of external users Skype for Business Online: Installation and creating contacts Microsoft 365 Apps for enterprise: Installation and setup assistance |
| Configuration | Service configuration failure issues Provisioning issues Domain setup and re-delegation Service configuration issues Single sign-on (SSO) Active Directory synchronization |
Note
You can learn how to contact technical support here: Contact Microsoft 365 for business support.
Technical Support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Microsoft Community.
Technical support case handling
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.
| Severity level | Operations and support description | Examples |
|---|---|---|
| Sev A (Critical) | 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. | Widespread problems sending or receiving mail. SharePoint site down. All users can't send instant messages, join or schedule Skype for Business Meetings, or make Skype for Business calls. |
| Sev B (High) | 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. | Send button in Outlook is garbled. Setting is impossible from EAC (Exchange Admin Center) but possible in PowerShell. |
| Sev C (Non-critical) | 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. | How to set user password that never expires. User can't delete contact information in Exchange Online. |
Technical support initial response times
Initial response time is based on the severity levels described above and the type of subscription. The response time objectives are described in the following table.
| Severity level | Microsoft 365 Business Basic1 Microsoft 365 Apps for business1 Microsoft 365 Business Standard1 | Office 365 E12 Office 365 E32 Office 365 Government G22 Office 365 US Government E32 Office 365 for education2 | Office 365 F12 Office 365 US Government K12 | Elevated support options3 |
|---|---|---|---|---|
| Sev A (Critical) | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour |
| Sev B (High) | Available: business hours Response time: no commitment | Available: 24/74 Response time: next day | Available: 24/74 Response time: next day | Available: 24/74 Response time: 2 hours |
| Sev C (Medium) | Available: business hours Response time: no commitment | Available: 24/74 Response time: no commitment | Available: 24/74 Response time: no commitment | Available: 24/74 Response time: 4 hours |
Note
1 Business plans include business hours support for all non-critical issues and 24/7 phone support from Microsoft.
2 Enterprise plans include 24/7 phone support from Microsoft for all issues.
3 For descriptions of the elevated support options, see Additional support options.
4 Calls and service requests are handled 24 hours a day, seven days a week in most countries and regions.
Support for standalone plans
Support for paid standalone plans is handled with the same level of support and response time objectives as plans in the Enterprise service family. For a list of standalone plans, see Standalone services.
Technical support languages
Depending on the location and language, support engineers are available during most regional business hours and, in several cases, on a 24-hour basis. For more information, see International Phone Numbers and Microsoft Support Options. If additional translation assistance is required, support engineers can remain on the line and arrange for a translator to join the call.
Shared support responsibilities
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.
Administrator role and responsibilities
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.
With Office 365 for enterprise and Microsoft 365 Apps Plan, 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 Assigning admin roles.
The administrator is:
Responsible for service administration and account maintenance.
The primary contact that sets up and supports each service user.
Authorized to submit service requests to Microsoft.
The administrator's role is to:
Provide user account setup and configuration to allow users access to the services.
Address client connectivity, client software, and mobility installation issues.
Address service availability issues within the customer's organizational span of control.
Use Microsoft's self-service support resources to resolve support issues.
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, they should contact Technical support.
Microsoft support role
Microsoft support's role is to:
Troubleshoot and provide technical guidance for customer issues and escalations.
Gather and validate information related to specific service requests.
Provide issue coordination and resolution management.
Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.
Provide assistance with licensing, invoicing, and subscription inquiries.
Provide assistance with purchasing and trial inquiries.
Continually gather customer feedback on how to improve the service through surveys.
Additional support options
Elevated support options
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. 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.
Examples of elevated support include:
Service update management
End-to-end support for clients and services
Reactive and advisory services from advanced engineers
Incident management and on-site workshops
There are several types of additional support services available:
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.
For 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.
For options for smaller enterprise customers in the United States, Canada, and the United Kingdom, see Professional Direct Support.
Partners
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.
Developers
Developers can learn more about developing Office and SharePoint applications at the MSDN Microsoft Developer Network. Developer Support is available through online blogs and forums in the developer community, through Premier or Partner support resources, or directly through Microsoft. For links to Developer Support options, see Support Resources.
Note
Microsoft 365 Billing Support Phone Number
The Microsoft team does not support scripts (for example, scripting techniques like JavaScript, VBScript, and so on, or VBA). If you need assistance with scripts, contact Microsoft Support. For Office applications usage support, see Support options for Microsoft Office application issues for subscribers.
Volume licensing
If you have already purchased licenses from Microsoft under a volume licensing program, here's where to go for support:
For support related to licenses and locating keys, go to the Volume Licensing Service Center.
For technical support, see Technical support.
For billing questions, see Billing and subscription management support.
For general information about volume licensing, go to Volume Licensing.
Feature availability
To view feature availability across plans, see Microsoft 365 and Office 365 platform service description.
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You must be an admin for a business subscription to use these support methods. If you're not a business admin, please use this support page.
Start by checking the current health of your services. You can view detailed information about current and past issues on the Service health dashboard. If you're experiencing an issue that isn't listed, you can get support in one of the following ways:
Online support
Save time by starting your service request online. We'll help you find a solution or connect you to technical support.
Go to the admin center at https://admin.microsoft.com. If you get a message that says you don't have permission to access this page or perform this action, then you aren't an admin. Who has admin permissions in my business?
Select the Need help? button.
In the Need help? pane, tell us what you need help with, and then press Enter.
If the results don't help, select Contact support.
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 Need help? pane.
Phone support
Billing support is provided in English from 9 AM-5 PM (9 AM-6 PM in Australia), Monday-Friday.
Technical support is provided in English 24 hours a day, 7 days a week.
Admins, have your account details ready when you call.
Note
To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization’s account.
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, use the drop-down menu below to find the number for your country or region.
- Select your country or region
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.
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.
The Office 365 operated by 21Vianet 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.
Community and self-service support options
Self-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.
Pre-sales support
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.
Billing and subscription management support
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.
Here are some examples of billing and subscription management issues:
Signing up for a trial or purchasing a subscription
Converting from a trial subscription to a paid subscription
Understanding the bill
Renewing a subscription
Adding or removing licenses
Canceling a paid subscription
Technical support
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.
| Support category | Examples |
|---|---|
| Installation and setup | Exchange Online
|
| Configuration | Service configuration issues
|
Note
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.
Technical support case handling
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.
| Severity level | Operations and support description | Examples |
|---|---|---|
| Sev A (Critical) | 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. |
|
| Sev B (High) | 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. |
|
| Sev C (Non-critical) | 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. |
|
Technical support initial response times
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.
Microsoft 365 Customer Service Phone Number
| Security level 1 | 21Vianet customer support team Initial response | Customer responsibility |
|---|---|---|
| Sev A 2 (Critical) | Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. | 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. |
| Sev B (High) | Initial Response: 1 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev C (Medium) | Initial Response: 3 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
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 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.
Technical support working hours
Severity A: 24*7 continuous service
Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.
Contact support
Note
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.
Open an online request
Save time by starting your service request online. In the Microsoft 365 admin center, choose Support > New service request.
Call support
Call support. If you encounter any problem with online request, phone support is available at (86) 400-089-0365.
Shared support responsibilities
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.
Administrator roles and responsibilities
People with 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.
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 Microsoft 365 for business.
Microsoft Office 365 For Mac Customer Support Phone Number Customer Service
The administrator is:
Responsible for service administration and account maintenance.
The primary contact that sets up and supports each service user.
Authorized to submit service requests to 21Vianet.
Phone Number For Microsoft Office 365
The administrator's role is to:
Provide user account setup and configuration to allow users access to the services.
Address client connectivity, client software, and mobility installation issues.
Address service availability issues within the customer's organizational span of control.
Use self-service support resources to resolve support issues.
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.
21Vianet support role
21Vianet's support role is to:
Troubleshoot and provide technical guidance for customer issues and escalations.
Gather and validate information related to specific service requests.
Provide issue coordination and resolution management.
Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.
Provide assistance with licensing, invoicing, and subscription inquiries.
Provide assistance with purchasing and trial inquiries.
Continually gather customer feedback on how to improve the service through surveys.
Feature availability
To view feature availability across Office 365 plans, see Office 365 Service Description
Follow us on WeChat
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This article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.
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.
Note
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 support, please see the privacy statement.
Get assisted support
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.
Open an online request. Save time by starting your service request online. In the admin center, choose Support > New service request. We'll help you find a solution or connect you to an expert who will contact you by email or phone.
Call support. We're here to talk. Admins, have your account details ready when you call support.
Microsoft Office 365 Customer Support
| Region | Phone number | Hours |
|---|---|---|
| Germany | 0800 589 2330 | Billing Support:
|
| All other markets within the European Economic Area | +49 69 380 789 305 | Billing Support:
|
Let our community help
You can also search the Microsoft 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.