Support is available both online through the Microsoft 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions. The Microsoft 365 Copilot app brings together your favorite apps in one intuitive platform that keeps your data secure with enterprise data protection. With Microsoft 365, you can designate several types of administrators who serve different functions. This service description uses the generic title administrator to refer to all categories of administrators.

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. Authorized administrators 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.

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. 2 Severity A is only available to customers who signed an advanced online service agreement with 21Vianet through a sales account manager.


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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.


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