How to submit a support incident online through the Office 365 portal

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Article ID: 2694621 - View products that this article applies to.
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Summary

Microsoft Office 365 Dedicated and ITAR customers can submit support incidents online. This feature is available through the Support resources section of the Microsoft Office 365 portal. It routes support tickets directly to the correct service queue, based on selections that are made during the submission process. 

More information

To submit a support incident online, follow these steps:
  1. Go to the Office 365 portal, and then click Support resources in the Support section.

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  2. On the right side of the Support resources page, select the primary contact in the Select Contact list in the Choose from the following to submit service requests section.

    Notes
    • The listed contacts are the contacts that your company has provided Microsoft to be authorized, or they are known support contacts. The selection will be the primary contact for this service request and will receive email messages about the request.
    • After you make your choice in the Select Contact list, you can hover over or click email contact to verify the primary contact email address. 
    • To add or to update your company's known support contacts, please engage your Service Delivery Manager (SDM). 
  3. In the Select Product list, select the service from which you require support, such as Exchange, OSC, Live Meeting, SharePoint, Lync, Infrastructure, and so on.

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  4. Click Go. A new tab will open the Microsoft Support page.
  5. Select the support topics and sub-topics from the drop-down lists, and then click Next.

    Note The selections will drive the series of scoping questions that are asked on the Problem details page, regarding the request.
  6. Complete the required fields on the Problem details page.
    • The Customer Ticket number field is not required. However, Microsoft agents can use this to find requests if you call us.
    • The Problem title will become the subject line of the service request. This field is limited to 80 characters and should be a brief description of the issue. A customer ticket number or tracking reference may also be a helpful addition to the problem title.
    • When you state the severity level, format it as "Sev B," "Sev C," or "Sev D."
       
      Note For Sev A incidents, please contact Office 365 Support by telephone to make sure that they receive immediate attention.
    • If you want to upload a file as an attachment, click the Browse button in the File Upload section, and then locate the attachment that you want to include with the submission. However, attachments are not permitted for ITAR customers. If you are an ITAR customer, you should upload the attachment to the Secure File Store (SFS) site.

    The following screen shot is an example of a Problem details page.

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  7. Select the check box to accept Microsoft Software License Terms, and then click Submit Incident

    Note If you missed any required fields, they will be highlighted in red text.
  8. After the Problem details page is successfully submitted, you see a confirmation page and receive a confirmation number. A confirmation number is also known as Service Request (SR) number or case number. 

    Note Confirmation will first show that the issue is set to Severity D. But the confirmation will be amended to the customer's requested severity level when a support agent has assumed ownership of the case.

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  9. Click View this incident to view details about the request that you just submitted online.

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  10. To provide additional details about the service request, click New Message while you are viewing the details of the request.
  11. Click View Incidents in the upper-right section of the confirmation page to view the status of your existing support requests.

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If you experience errors when you use this online submission form, please contact the Office 365 Support Team.




Properties

Article ID: 2694621 - Last Review: February 23, 2014 - Revision: 9.0
Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
Keywords: 
vkbportal226 kbgraphxlink KB2694621

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