Learn about finding answers from other customers in the Community. Examples of issue types and severity levels are shown in the following table. Initial response time is based on the severity levels described above. Severity A is available only for technical support.
For billing and subscription management support, the highest severity level is B. Assisted support options are for admins of Office subscribed organizations only.
If you use Office but you're not an admin, you can still get support in the community forums, or by contacting your admin. Call support. If you encounter any problem with online request, phone support is available at 86 Equally important is the critical role that the customer's IT department plays in the support of its users. People with administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office operated by 21Vianet portal and to communicate directly with 21Vianet about Office service requests.
With Office 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 for business. 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. To view feature availability across Office plans, see Office Service Description.
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Contents Exit focus mode. Please rate your experience Yes No. Any additional feedback? Watch: Get help or support. Important You must be an admin for a business subscription to use these support methods. Note If you bought your subscription through a partner, you first see the contact information for that partner. Note To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process.
Community and self-service support options Self-service support is available for all Office operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office community.
Pre-sales support Pre-sales support for Office 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. 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.
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 operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage.
Support category Examples Installation and setup Exchange Online Office 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 Apps for enterprise Installation and setup Configuration Service configuration issues Single sign-on SSO Active Directory synchronization Note You can learn how to contact technical support here: Contact support.
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