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Support for finance and operations operated by 21Vianet in China

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Finance and operations apps provides many self-service support options and support through 21Vianet.

Self-help resources

Assisted support

Presales support

Pre-sales support phone number: +86 400-886-6134

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.

Billing and subscription management support through 21Vianet

Billing and subscription support telephone number: +86 400-089-0365.

Assistance for billing and subscription management issues is available online or by telephone Monday through Friday during local business hours 9:00 to 18:00 China Standard Time (CST). Billing and subscription management support can be accessed using the same phone number and online service request process as with technical 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.

Assisted Technical support through 21Vianet

When you experience a technical issue with your deployment, report it to 21Vianet through the LCS portal or by calling the support number at +86 400-089-0365. Technical support hours of operations are Monday through Friday during local business hours 9:00 to 18:00 China Standard Time (CST).

A support request (SR) is handled within hours, depending on the severity of its impact to your business:

  • Critical business impact - You will receive an initial response within 1 hour or less, and a support representative will work continuously, all day, until the problem is resolved. You will be expected to allocate appropriate resources to work on the request until the problem is resolved and provide accurate contact information to the support personnel handling your case.
  • Non-critical business impact - You will receive an initial response within 8 hours or less. You will be expected to provide accurate contact information to the support personnel handling your case.

Get Premier support

If you run mission-critical solutions, Premier support offers additional value:

  • Proven advisory services designed to maximize your Dynamics 365 investment.
  • A designated service delivery manager committed to improving your Dynamics 365 experience.
  • Top priority reactive support to help ensure service continuity.

For details about purchasing Premier support, contact your Microsoft Account team. If you have a Premier support plan you can contact support via My Premier Online.

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