Submit a support request

Microsoft will provide proactive and reactive incident management.

Microsoft tracks incidents in the Microsoft Managed Desktop admin center. They're classified according to the severity definitions.

Customers can contact the Microsoft Managed Desktop Operations Team to:

  • Give feedback.
  • Request information about the Microsoft Managed Desktop tenant or configuration.
  • Request a change to the configuration of Microsoft Managed Desktop devices.
  • Report an incident or outage.

Note

Support requests for changes and information, and incident reports are always prioritized over feedback submissions.

What's included?

Support for Includes
Microsoft Managed Desktop
  • A team of engineers dedicated to Microsoft Managed Desktop devices.
  • Support options for users with Microsoft Managed Desktop devices.
  • Grants limited administrative access to Microsoft Managed Desktop devices for engineers managing Microsoft Managed Desktop devices.
Products
  • Windows 10 with Microsoft 365 Defender for Endpoint.
  • The following Microsoft 365 Apps for Enterprise apps: Outlook, Word, PowerPoint, Excel, Skype for Business client, Microsoft Teams.
  • Microsoft Store for Business.
  • OneDrive client.
Geography Currently, the United States, Canada (excluding Quebec), United Kingdom, Belgium, Luxembourg, the Netherlands, Australia, and New Zealand (24x7x365) are supported.
Language English is the only supported language for phone and chat conversations with customers.
HelpDesk We're partnering with, not replacing, your corporate helpdesk; line-of-Business (LOB) apps, network resources, etc. are still handled by your helpdesk.
Test group and other devices Microsoft Managed Desktop devices in the "Test" group and devices not part of Microsoft Managed Desktop are out of scope.

Open a new support request

Support requests are triaged and managed according to severity outlined in the severity definition table. Feedback is reviewed and a response provided where requested.

To open a new support request:

  1. Sign in to Microsoft Endpoint Manager and navigate to the Tenant administration menu.
  2. In the Microsoft Managed Desktop section, select Service requests.
  3. In the Service requests section, select + New support request.
  4. Select the Request type that matches the help you need. The table below outlines the options.
  5. Select the Severity level. For more information, see severity definition table.
  6. Provide as much information about the request as possible to help the team respond quickly. Depending on the type of request, you may be required to provide different details.
  7. Review all the information you provided for accuracy.
  8. When you're ready, select Create.

Support request types

Support request type When to use
Incident You require the Microsoft Managed Desktop Operations team to investigate a user issue. For example, a widespread impact of a change or service outage.
Request for information You're planning a change in networking, proxy configuration, VPN systems, certificate expiration, AD Connect (identity sync) or just need some information about the service. A notification to the Microsoft Managed Desktop Operations team is advised when communicating a change within your organization.
Change request You require the Microsoft Managed Desktop Operations team to make a change, such as moving devices between update groups. All change requests are treated as severity C.

Important

When you create a support request you will need to provide a primary contact. This person is responsible for working with our Service Engineers to resolve the issue or answer any questions about a requested change. We also require that you have previously set up an admin contact who will be copied on all case notifications for their relevant area of focus. This person will be asked to take over a case if the primary contact for a case is unreachable.

Manage an active support request

The primary contact for a case (and any admin contact for that area of focus) will receive email notifications when a case is Created, Assigned to a Service Engineer to investigate, and Resolved. If, at any point, you have a question about the case, the best way to get in touch with our team is to reply directly to one of those emails. If we have questions about your request or need more details, we'll email the primary contact listed on the support requests. All relevant admin contacts are copied in the email.

View all your active cases

Email is the recommended approach to interact with our team. You can see the summary status of all your support requests. At any time, you can use the admin center to see all Active support requests in the last six months.

To view all your active cases:

  1. Sign in to Microsoft Endpoint Manager and navigate to the Tenant Administration menu.
  2. In the Microsoft Managed Desktop section, select Service request.
  3. From this view, you can export the summary view or select any case to view the details.

Edit case details

You can edit case details, for example, updating the primary case contact or changing the severity.

To edit case details:

  1. Sign in to Microsoft Endpoint Manager and navigate to the Tenant Administration menu.
  2. In the Service requests section, use the search bar or filters to find the case you want to edit.
  3. Select the case to open up the request's details.
  4. Scroll to the bottom of the request details and select Edit.
  5. Update the editable information, add attachments to the case, or add a note for the Service Engineering team.
  6. Select Save.

Once a case is resolved, it can no longer be edited. If a request has been resolved for less than 24 hours, you'll see the option to reactivate instead of Edit. Once reactivated, you can again edit the request.

Note

The severity level can only be set for certain support request types. If selecting a severity level wasn't an option when you created the support request, you won't be able to edit your support request.

Provide feedback

We appreciate your feedback and use it to improve the admin support experience.

When you're the primary contact on for a support request, you'll receive an email from Microsoft Managed Desktop Operations. The email will ask about your experience after your issue has been resolved. Feedback is actively monitored and shared with engineering to improve the service and prioritize future features. Be sure to focus on your experience and not include personal information in the feedback form. For more information about privacy, see the Microsoft Privacy Statement.

Support request severity definitions

The initial response time is the period from when you submit your support request until a Microsoft Managed Desktop engineer contacts you, and starts working on your support request. The initial response time varies with the business impact of the request. It's based on the severity of the request.

Note

In this table, "admin support hours" means, that Microsoft Managed Desktop support for admins is available, for most countries, 24 hours a day Monday through Friday. Severity A issues can be worked 24 hours a day all seven days of the week.

Severity level Situation Initial response time Expected response from you
Severity A:
Critical Impact
Critical business impact
Your business has significant loss or degradation of services and requires immediate attention.

Major application compatibility impact
Your entire business is experiencing financial impact due to devices not responding or loss of critical functionality.

Initial: < 1 hour

Update: 60 minutes
24-hour support every day is available.

When you select Severity A, you confirm that the issue has critical business impact, with severe loss and degradation of services.

The issue demands an immediate response, and you commit to continuous engagement every day with the Microsoft team until resolution. Otherwise, Microsoft can, at its discretion, decrease the Severity to level B.

You also ensure that Microsoft has your accurate contact information.
Severity B:
Moderate Impact
Moderate business impact
Your business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner.

Moderate application compatibility impact
A specific business group is no longer productive, due to devices not responding or loss of critical functionality.

Initial: < 4 hours.

Update: 12 hours; 24 hours a day during admin support hours (Monday through Friday).

When you select Severity B, you confirm that the issue has moderate impact to your business with loss and degradation of services. However, workarounds enable reasonable, albeit temporary, business continuity.

The issue demands an urgent response. If you select all day every day support when you submit the support request, you commit to continuous engagement every day with the Microsoft team until resolution. Otherwise, Microsoft might, at its discretion, decrease the severity to level C. If you select admin support-hours support when you submit a Severity B incident, Microsoft will contact you during admin support hours only.

You also ensure that Microsoft has your accurate contact information.
Severity C:
Minimal Impact
Minimum business impact
Your business is functioning with minor impediments of services.

Minor application compatibility impact
Potentially unrelated users experience minor compatibility issues that don't prevent productivity.

Initial: < 8 hours.

Update: 24 hours; Support 24 hours a day during admin support hours (Monday through Friday).

When you select Severity C, you confirm that the issue has minimum impact to your business with minor impediment of service.

For a Severity C incident, Microsoft will contact you during admin support hours only.

You also ensure that Microsoft has your accurate contact information.

More support request information

Below is a list of extra conditions to be aware of when submitting a support request.

Request condition Description
Support languages All support is provided in English.
Severity level changes Microsoft might downgrade the severity level if you aren't able to provide adequate resources, or responses for us to continue to resolve the problem.
Application compatibility For an application compatibility issue to be considered, there must be a reproducible error. The error must use the same version of the application, between the previous and current version of Windows, or Microsoft 365 Apps for enterprise.

To resolve application compatibility issues, we require a point of contact in your organization to work with. The contact must work directly with our Fast Track team to investigate and resolve the issue.
Customer response time If you aren't able to meet the expected response requirements, we'll downgrade the request by one severity level to the minimum severity level (Severity C).

If you're unresponsive to requests for action, we'll mitigate and close the support request within 48 hours of the last request.

More resources

  • User support for Microsoft Managed Desktop.
  • If you're already subscribed to Microsoft Managed Desktop, you can find detailed procedures, process flows, work instructions, and FAQs in the Microsoft Managed Desktop Admin Guide. In Microsoft Endpoint Manager, navigate to the Tenant administration section, under Microsoft Managed Desktop, select Online resources, then select Other resources. You'll find the Admin Guide here.