Introduction

This article describes support limitations for problems when using Microsoft 365 Apps  (Word, Excel, PowerPoint, Access, OneNote, Publisher, and Visio) and you have requested support through the Microsoft 365 Admin Center.

More Information

Microsoft 365 technical support

Microsoft 365 includes technical support. However, Microsoft 365 subscription support has the following limitations for Microsoft 365 Apps for enterprise or Microsoft 365 Apps for business when purchased individually or as part of a Microsoft 365 service plan. 

Professional support primarily covers break-fix issues which are technical problems you experience while using Microsoft 365 Apps. “Break-fix” is an industry term which refers to “work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support organization to be restored to working order”.

Professional support does not cover the following issues:

  • Customer proposals for product features

  • Onsite support

  • Root cause analysis (investigation of the cause of the issue)

  • Ensuring third-party products or hardware work correctly with Microsoft 365 Apps.

  • Data recovery

  • Writing, reviewing, debugging customer code and developer support for Office Add-ins, Visual Basic for Applications, Microsoft Access, or Publisher.

  • Extensive troubleshooting of performance issues

  • Extensive troubleshooting when a product stops responding or crashes.


Customers who desire this level of support should evaluate Unified Support.

Other support options

The following support options are available for Office application usage issue that aren't covered by the Microsoft 365 subscription.

Office help on Support.office.com

Search for the issue you're facing at Office Help and Training. There, you can search for issues according to the application name, as shown in the following image. Or, you can search popular topics by category.

Support options for Microsoft Office

No-cost technical support

Forums are available to get additional help from the user community—at no cost to you. Because the forums are monitored and maintained by the general community, response time may vary. If an urgent response isn't necessary, posting to a forum is a good approach.

Browse in these forums and consider submitting a post:

No-cost Office Developer support

For developer support, you can ask questions directly to the Office developer community about your code on Stack Overflow. Self-help is available by exploring solutions and browsing for answers on the Office Dev Center documentation hub

For SharePoint support, check out SharePoint Dev open source on GitHub.

Still need help? Go to Microsoft Community.

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