Microsoft 365 support plans for business and enterprise
Get fast help from experts when and how you need it to address your business needs.
Support offerings
Standard Support
Originally starting from Included now starting from Included
Included Included
With Microsoft 365
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Support for Microsoft 365 cloud services
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Billing and subscription management support
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Basic installation, setup, and general technical usage
Business Assist
Originally starting from AU$7.50 now starting from AU$7.50
AU$7.50 AU$7.50
user/month
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Support and training for Microsoft 365 cloud services and Windows devices
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Access to dedicated experts for very small businesses
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Fast and easy ticketless support
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Custom deployment and onboarding
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Help for you and your employees
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Customer health reviews
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*Available in English only
Professional Direct Support for Microsoft 365
Originally starting from AU$13.50 now starting from AU$13.50
AU$13.50 AU$13.50
user/month
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Customer health reviews
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Pooled service delivery management
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Faster response times
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Engineering-led support
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Escalation management
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Adoption guidance
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Access to live and on-demand sessions
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*Available in English only
Microsoft Unified
Originally starting from Variable now starting from Variable
Variable Variable
based on product spend
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Personalized support for all Microsoft products
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Assigned service delivery management
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On-demand risk assessment tools
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Service update management
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On-demand videos, interactive labs, and webcasts
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Expert-led, scenario-specific support services
| Standard SupportOriginally starting from Included now starting from Included Included Included With Microsoft 365 | Business AssistOriginally starting from AU$7.50 now starting from AU$7.50 AU$7.50 AU$7.50 user/month | Professional Direct Support for Microsoft 365Originally starting from AU$13.50 now starting from AU$13.50 AU$13.50 AU$13.50 user/month | Microsoft UnifiedOriginally starting from Variable now starting from Variable Variable Variable based on product spend |
| Standard Support | Business Assist | Professional Direct | Microsoft Unified | |
|---|---|---|---|---|
| Microsoft product coverage | Microsoft 365 | Microsoft 365 | Microsoft 365 | All Microsoft products |
| Community forums |  | | | |
| Service dashboard | | | | |
| Web and phone incident submission | | | | |
| Access to self-help portals | Microsoft 365 Admin Center | | Microsoft 365 Admin Center | Microsoft Services Hub |
| As-needed break/fix incidents | | | | |
| Support | 24 hours, seven days a week for Severity A cases | 24 hours, seven days a week for Severity A cases | 24 hours, seven days a week for Severity A cases | 24 hours, seven days a week for Severity 1 and A cases |
| Fastest response time (For critical incidents) | Less than one hour | Less than one hour | Less than one hour with priority routing | Less than one hour with priority routing |
| As-needed online training | | | | |
| Service delivery management | | Pooled | Pooled | Assigned |
| Advisory services | | | | |
| Proactive services | | Partial catalog | Partial catalog | Full catalog |
| Priority handling | | | | |
| Escalation management | | | | |
| Technical webinars | | | | |
| IT health assessments | | | | |
| On-demand workshops | | | | |
| Remote diagnostics and reporting | | | | |
| Onsite services | | | | |
| Enhanced solutions | | | | Full catalog |
| Cost | Included | Business AssistOriginally starting from AU$7.50 now starting from AU$7.50 AU$7.50 AU$7.50 user/month | Professional Direct Support for Microsoft 365Originally starting from AU$13.50 now starting from AU$13.50 AU$13.50 AU$13.50 user/month | Greater than 8-10% of product spend |
Standard SupportOriginally starting from Included now starting from Included Included Included With Microsoft 365 | Business AssistOriginally starting from AU$7.50 now starting from AU$7.50 AU$7.50 AU$7.50 user/month | Professional Direct Support for Microsoft 365Originally starting from AU$13.50 now starting from AU$13.50 AU$13.50 AU$13.50 user/month | Microsoft UnifiedOriginally starting from Variable now starting from Variable Variable Variable based on product spend |
Self-help resources
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View your service health dashboard (may require admin permission).
Frequently asked questions
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Online support
Start your service request online and save time. We'll help you find a solution or connect you to technical support.
- Go to the Admin center. If you’re not an admin, you’ll see a message saying you don't have permission to access this page or perform this action. For more information, see Who has admin permissions in my business?
- On the lower-right side of the page, select Help & support.
- Type a question or keyword into the text box. If you get a dropdown list, select the one closest to your question, or continue typing your question, then press Enter.
- If the results don't help, at the bottom, select Contact Support.
- Enter a description of your issue, confirm your contact number and email address, select your preferred contact method, and then select Contact me. The expected wait time is indicated in the Contact support pane.
Phone support
Billing support is provided in English from 9:00 AM to 5:00 PM (9:00 AM to 6:00 PM in Australia), Monday through Friday.
Technical support is provided in English 24 hours a day, seven days a week.
Admins, have your account details ready when you call.
- In the United States, call 1-800-865-9408.
- In Australia, call 1-800-197-503.
- In Canada, call 1-800-865-9408.
- In the United Kingdom, call 0800-032-6417.
If your support phone number isn't listed above, find the number for your country or region.
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The key benefits of paid support include a higher skilled engineering-led support ambassador, escalation management, proactive services, advisory support, and deeper technical training.
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ProDirect for Microsoft 365 is available through an Enterprise Agreement, Enterprise Agreement Subscription, or buying online through the Microsoft 365 website.
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Microsoft Unified covers all Microsoft products (such as Microsoft 365, Azure, and Dynamics 365) and has a wide catalog of proactive services. ProDirect for Microsoft 365 only covers Microsoft 365.
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Yes, Microsoft Partners can help you get the most value from your investment. Find a partner.
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