Assistance for billing and subscription management issues is available online Outlook stuck on loading fix 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. 2 Severity A is only available to customers who signed an advanced online service agreement with 21Vianet through a sales account manager. For billing and subscription management support, the highest severity level is B. Presales support for Microsoft 365 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.

• See the table below for the type of support you can get depending on your product.
• 21Vianet assigns a severity level to a case when it's opened, based on an assessment of the issue type and customer impact.
• For more information about the types of administrator roles, see Assign admin roles in Microsoft 365 for business.
• We can help you find a solution or connect you to technical support.
• You must be an admin for a business subscription to use these support methods.
• Authorized administrators can use the Microsoft 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers.
• 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.
• This service description uses the generic title administrator to refer to all categories of administrators.
• Find out more about admin roles for the Microsoft 365 admin center.

Technical support initial response times

In addition, presales support can help you find a Partner, and purchase and sign up for a trial. Presales support can be accessed using the same phone number as with technical support. Initial response time is based on the severity levels described in Technical support case handling.

Get personalized product guidance

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.

Support for home products

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

Unified Enterprise

If your country/region isn't listed, select a neighboring country/region or dial the United States support phone number. For a smoother support experience, we recommend that you open separate support requests for each issue. You must have at least one subscription bought through Microsoft to access Microsoft support.

Get support for Microsoft 365 for business

21Vianet customer service team follows up with investigation and customer communication in reasonable rhythm according to severity levels. 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.

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. Technical support is provided in English 24 hours a day, 7 days a week, and in some cases, in local languages as noted. For the most current support phone number in your country/region, see the global phone numbers list.