Self-service support is available for all Microsoft 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Microsoft 365 community. For more self-help resources, see Microsoft 365 operated by 21Vianet. You must be an admin for a business subscription to use these support methods.

• Technical support is provided in English 24 hours a day, 7 days a week, and in some cases, in local languages as noted.
• For billing and subscription management support, the highest severity level is B.
• 21Vianet assigns a severity level to a case when it's opened, based on an assessment of the issue type and customer impact.
• Technical support for Microsoft 365 operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage.
• Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), Monday through Friday.
• Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support.

In most countries/regions, billing support for Microsoft 365 for business products and services is provided in English from 9 AM-5 PM, Monday through Friday. Sign up for a free trial of Business Standard for up to 25 users and experience how Microsoft 365 empowers your business to get more done from anywhere and helps keep data safe with built-in security. Find and edit files, scan documents, and create content on the go with access to Copilot Chat, productivity apps, and more — all in one place. The type of support Microsoft provides for consumers depends on the product you're calling about and if you have a product for home or for business use. It can also depend on if you want help for an issue with a service like OneDrive or Outlook.com, or help with Windows, but you don't have an existing Microsoft 365 subscription.

Microsoft 365 support plans for business and enterprise

Find solutions to common problems or get help from a support agent. Protect your most important files, like your passport, driver’s license, or insurance information with OneDrive Personal Vault. Microsoft Create has professionally designed, fully customizable templates to help you get things done. For more information about the availability of support throughout the life of your product, visit the Microsoft Lifecycle Policy.

Administrator roles and responsibilities

Find out more about admin roles for the Microsoft 365 admin center. Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support. Microsoft 365 Basic now comes with 100GB of cloud storage, secure photo and file storage, secure ad-free email, and technical support.

Online support

To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization's account.

Open an online request

See the table below for the type of support you can get depending on your product.

Microsoft Unified Enterprise

Equally important is the critical role that the customer's IT department plays in the support of its users. Authorized administrators Reset Microsoft 365 login credentials can use the Microsoft 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. We can help you find a solution or connect you to technical support. 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, they should Contact support.

21Vianet also expect customer to collaborate at reasonable level accordingly. 21Vianet assigns a severity level to a case when it's opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table. Sign up for a free trial of Office 365 E3 for up to 25 users and get powerful tools to support your enterprise using cloud-based productivity apps and services with advanced compliance features. 21Vianet understands that receiving timely technical support from qualified professionals is a key aspect of cloud services.

Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), Monday through Friday. Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Microsoft 365 operated by 21Vianet portal.