Explore support options for Microsoft 365 services
Administrators and users in your organization might find it difficult to resolve issues on their own. It’s helpful to know they can receive assistance for Microsoft 365 services whenever they need it through various support options.
The support option chosen to deal with a particular issue depends on:
- The tool or service where the issue has arisen.
- The type of subscription your organization uses.
- The kind of support your organization needs.
Your organization can get access to support in the following ways:
| Support type | Description |
|---|---|
| Community-based support | Your organization can take advantage of community-based support through the Microsoft 365 community or Microsoft Support Community. You can collaborate with others, ask questions and solve problems and issue with members of Microsoft and the community. |
| Self-help | Your organization can receive help via the Microsoft 365 admin center by using the "Help & support" button, or navigating to Contact Microsoft Support. Ask a question and view the results. If the recommended instructions or articles don't answer your question, then you can contact technical support. |
| Web chat, email, and phone support | Your organization can submit issues to Microsoft support for technical, billing, and subscription support via email, online web chat, or phone. To contact support, see Contact Us - Microsoft Support. |
| Q&A forums and online help | Find accurate answers to questions about Microsoft technologies through Microsoft Q&A, Microsoft Q&A. You can also find information and answers to questions through online help such as, Microsoft 365 help & learning or Microsoft Learn. |
| Pre-sales support | Your organization is provided with assistance on subscription features, benefits, and your purchasing decision for Microsoft 365 services. |
| FastTrack | FastTrack is a service provided by Microsoft that helps customers onboard Microsoft Cloud solutions and drive user adoption. Customers with eligible subscriptions to Microsoft 365, Azure, or Dynamics 365 can use FastTrack at no extra cost for the life of their subscription. |
| Microsoft Unified support | Microsoft Unified support is a service that provides comprehensive support across your entire organization through 24/7 as-needed technical support, an assigned Customer Success Account Manager, advisory support, cloud assistance, technical training and more. |
| Support through a Microsoft Partner | Your organization can get support directly through a certified Microsoft 365 partner. For example, if your organization has purchased a Microsoft 365 subscription through a cloud services provider (CSP), they'll receive direct support from the CSP. The CSP will act as the first line of support for all issues and will escalate issues to Microsoft if they're unable to resolve them. |
| Other support options | Your organization can install the Microsoft Support and Recovery Assistant to help identify problems by running tests and offer the best solution for those problems. It can currently fix Office, Microsoft 365, or Outlook problems. Business Assist for Microsoft 365 is available for small businesses to give you and your employees around-the-clock support and access to small business specialists as you grow your business, from onboarding to everyday use. |
For more information on support offerings with your Microsoft 365 subscription, see Compare Microsoft 365 Support Options.
Create a support request
If you need help with Microsoft 365 create a support request through the Microsoft 365 admin center. You can also view existing support requests. The following steps describe how to create a support request as an administrator:
- Sign into the Microsoft 365 admin center with your Microsoft 365 admin account.
- In the left navigation menu, select Show all to expand more options.
- Select Support to expand the support options.
- Select Help & support.
- On the right, a support window will open where you can enter your support problem and view the results.
- If the recommended instructions or articles don’t answer your questions, select on the headset icon at the top of the support window, or select the blue Contact support button at the bottom to contact technical support.
- Fill in the required information like Title, Description, Preferred contact method, etc.
- Select Contact me and a support agent will contact you.
Practice creating a support request in the Microsoft 365 admin center in the following walkthrough activity:
You’ve now learned how to use the Microsoft 365 admin center. You know how to search for support options, view existing service requests, and create new service requests.