With Office 365, Microsoft has brought a suite of powerful, cloud-based services together, making it easy for businesses to communicate and collaborate.
Microsoft provides global support 24/7 support to its Office 365 customers, while local support centres allow system administrators to get help in a variety of languages. Administrators can also create support tickets through the Office 365 web interface.
Support service architecture by Microsoft is more or less shared. This means that the local administrators of the company or organisation acts as the primary contact of support the workforce, while Microsoft will assist the administrators whenever necessary.
Microsoft’s support activities include:
- Co-ordination of issues and resolution management
- Maintaining continuous communication with administrators and addressing all issues raised.
- Advanced troubleshooting, issue management, problem escalations etc.
- Assistance with licensing, invoicing and subscription problems or queries.
Microsoft also provides a variety of self-service options that administrators can utilise in addition to the global phone options that are available.
When administrators find themselves in situations where they need assistance from a certified professional, they can contact the Technical support team at Microsoft. The common support issues include:
- Restoring of data or mailbox connections.
- Activating users on mobile devices.
- Incoming/outgoing mail issues.
The Office 365 customer care department can help administrators with tasks like adding or removing services, signing up for trial or paid services, or converting a trial subscription into a paid subscription.
Microsoft carries a 99.9% uptime Service Level Agreement, so you shouldn't have to worry about losing access to your data or services. However, should an unscheduled loss of service occur, Microsoft will credit the account of Office 365 subscribers accordingly.