microsoft office 365 beta for enterprises support service description

Microsoft® Office 365 Beta for Enterprises

Support Service Description

Published: May 2011

Version 1.3

This document is provided “as-is”. Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes.

©2011 Microsoft Corporation. All rights reserved.

Microsoft, Lync, and SharePoint are trademarks of the Microsoft group of companies. All other trademarks are property of their respective owners.

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Contents

Scope ..................................................................................................................................................................... 1

Microsoft Office 365 Beta for Enterprises ............................................................................................................ 2

Shared Support Responsibilities ........................................................................................................................... 3

Administrator Roles .......................................................................................................................................... 3

Microsoft Customer Service and Support Role................................................................................................. 4

Support Included with Office 365 Beta for Enterprises Service ........................................................................... 5

Self-Service Support and Community ............................................................................................................... 5

Technical Support ............................................................................................................................................. 6

Technical Support: Availability and Languages ............................................................................................. 7

Technical Support: Phone ............................................................................................................................. 7

Technical Support: Online/Web ................................................................................................................... 8

Technical Support: Severity Levels and Response Time Objectives ............................................................. 8

Customer Care .................................................................................................................................................. 9

Customer Care: Availability and Languages .................................................................................................. 9

Service Availability: Service-impacting Events .................................................................................................... 10

Planned Maintenance Events ......................................................................................................................... 10

Unplanned Events ........................................................................................................................................... 10

Notification Policy ........................................................................................................................................... 10

Service Health Dashboard ........................................................................................................................... 11

Post-incident Reviews ..................................................................................................................................... 11

Appendix A: International Phone Numbers ........................................................................................................ 12

Appendix B: Assigning Administrator Roles ........................................................................................................ 16

Appendix C: Administrator Permissions ............................................................................................................. 17

Appendix D: Typical Service Requests ................................................................................................................ 18

Appendix E: Availability and Languages .............................................................................................................. 19

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Scope

Microsoft® Office 365 Beta for Enterprises Support Service Description provides information to customers about the technical and nontechnical support included in their subscription to Microsoft® Office 365 Beta for enterprises.

Microsoft takes into account the type of support that best meets an organization’s requirements and expectations, organizing that support into three phases:

Pre-deployment phase

Microsoft can help customers select the right service level, set up trials, and get information about service plans and pricing. For more information, contact a support representative at no cost by going to http://onlinehelp.microsoft.com/en-us/office365-enterprises/ff652548.aspx.

Deployment phase

Microsoft has specialized support teams with proven deployment methodologies to help customers plan, prepare, and migrate to the cloud. For more details about these services and pricing information, go to http://www.microsoft.com/online/deploy.aspx.

Post-deployment phase

Microsoft provides enterprise-class support as part of the cost of the subscription. It offers both technical and nontechnical support across the customer’s cloud services life cycle, beginning with a rich set of self-help and community support and extending to unlimited 24x7 technical support covering 38 countries. For more information, see Appendix A: International Phone Numbers and Appendix E: Availability and Languages in this guide.

Many people in enterprise businesses do not have a dedicated computer; they may be known as “kiosk workers.” The Kiosk Plan (K2) can be combined with Office 365 Beta for enterprises to offer more flexibility for companies with kiosk workers. For more information, go to http://office365.microsoft.com.

This guide focuses on the post-deployment support services included with every Office 365 Beta for enterprises subscription purchased directly from Microsoft. It also can be useful to existing Business Productivity Online Services - Standard (BPOS-S) customers who are interested in transitioning to Office 365 Beta and prospective Office 365 Beta customers.

Throughout this guide, Office 365 Beta for enterprises refers to the complete suite of online services, which includes:

Microsoft Office Professional Plus

Microsoft Exchange Online

Microsoft SharePoint® Online

Microsoft Lync™ Online

http://onlinehelp.microsoft.com/en-us/office365-enterprises/ff652548.aspx

http://www.microsoft.com/online/deploy.aspx

http://office365.microsoft.com/

Microsoft Office 365 Beta for Enterprises 2

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Microsoft Office 365 Beta for Enterprises

Microsoft Office 365 delivers the power of cloud productivity to businesses of all sizes, helping to save time and money and free up valued resources. Office 365 combines the familiar Office desktop suite with cloud-based versions of Microsoft’s next-generation communications and collaboration services, including Exchange Online, SharePoint Online, and Lync Online, to help users be productive from virtually anywhere.

Microsoft is proud to provide global support 24 hours a day, 7 days a week for Office 365 Beta subscribers. Your administrative contact has the ability to create a support ticket anytime one is needed, or to call Microsoft support. Microsoft has support centers around the globe, with local phone numbers in many countries. In addition, Microsoft offers phone support in many languages, either with native speakers or through interpreters.

Office 365 is delivered with a financially backed 99.9 percent uptime Service Level Agreement (SLA).1 Office 365 uses robust security throughout the service data centers to help keep your data secure. Multiple virus-scanning engines provide premium anti-spam and antivirus protection for mail and SharePoint Online documents. A risk-based, multi-dimensional set of practices helps to safeguard services and privacy of your data.

Microsoft Office 365 Beta for enterprises provides a variety of plans to meet the needs of businesses of all sizes and varying IT needs.

Note The Beta release of Microsoft Office 365 for enterprises will offer only plans E3 and K2. Other plans will be offered when the service becomes generally available.

1 The SLA is not offered during the Beta period.

3 Support Service Description

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Shared Support Responsibilities

Microsoft understands that receiving timely technical support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customer’s IT department plays in the support of its end users.

Customers succeed when they have a clear understanding of the roles and responsibilities belonging to their own organizations and to Microsoft. Therefore, it is important to begin the discussion of support by defining what role each plays.

Administrator Roles

The administrator roles are the only roles in the customer’s organization authorized to access the Microsoft Online Portal and communicate directly with the Microsoft Customer Service and Support team.

The administrator is:

Responsible for service administration and account maintenance.

The primary contact that sets up and supports each service user.

Authorized to submit service requests to Microsoft Customer Service and Support.

The administrator’s role is to:

Provide user account setup and configuration in order to allow users access to the software.

Address client connectivity and desktop software installation issues.

Address service availability issues within the customer’s organizational span of control.

Take advantage of Microsoft’s self-service support resources, which include forums, blogs, and frequently asked questions (FAQs), to resolve support issues.

Depending on the size of the subscribing organization, it may be appropriate to designate several types of administrators who serve different functions. For further details about other administrator role types, refer to Appendix B: Assigning Administrator Roles and Appendix C: Administrator Permissions in this guide.

The Global Administrator role is provided with full permissions. Each Office 365 Beta for enterprises customer is required to designate one or more Global Administrator to be responsible for configuration, administration, and maintenance of the Office 365 Beta for enterprises service for that organization. The Global Administrator roles are established during the account-activation process and provided with default credentials by email when activation is complete.

The credentials grant the Global Administrator access to the Microsoft Online Portal. With these credentials, the Global Administrator is authorized to manage settings, user accounts, and subscriptions for the customer organization, including setting up other administrator roles if necessary. For example, Microsoft recommends that the Global Administrator set up other individuals in the organization—or assign a partner—to be a Password Administrator to assist with user password resets and share administrative responsibilities. To aid with billing tasks and other nontechnical support-related issues, Microsoft recommends that the Global Administrator set up a Billing Administrator in the organization.


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The remainder of this document uses the generic title of administrator to refer to all categories found in Appendix B: Assigning Administrator Roles.

The administrator is expected to provide initial assistance for the organization’s users. However, if the administrator is unable to resolve issues with the help of Microsoft Online Services’ self-service support resources, then the administrator should contact the Microsoft Customer Service and Support team.

Microsoft Customer Service and Support Role

The Microsoft Customer Service and Support team is the escalation point for a customer organization’s administrator. The team’s trained support engineers provide deeper troubleshooting that goes beyond the self-service resources and articles that Microsoft provides.

The Microsoft Customer Service and Support team is committed to helping subscriber organizations quickly and efficiently resolve service-related issues that their users might encounter with Microsoft Online Services. Microsoft Customer Service and Support activities include:

Troubleshooting, managing, and resolving customer issues and escalations.

Gathering and validating information related to specific service requests.

Providing issue coordination and resolution management.

Maintaining communication with the administrators and ensuring that all issues are addressed on an ongoing basis.

Providing assistance with licensing, invoicing, and subscription inquiries.

Continually gathering customer feedback on how to improve the service.


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Support Included with Office 365 Beta for Enterprises Service

If a customer organization encounters problems with Office 365 Beta for enterprises, Microsoft is ready to help. The Customer Service and Support team’s goal is to help customer organizations resolve technical and nontechnical problems rapidly and efficiently. If service is interrupted, Microsoft’s support team will help restore normal operations as quickly as possible and minimize adverse effects on business operations.

Support for Microsoft Office 365 Beta for enterprises provides a wide array of self-service options in addition to the global, around-the-clock assisted technical and nontechnical support included in the cost of every standard subscription. An Office 365 Beta for enterprises subscription includes three fundamental support services:

Self-service support and community

Technical support

Customer care

Self-Service Support and Community

When administrators for the Office 365 Beta require support, they should first look to the Help and Community page on the Microsoft Online Portal, an intuitive web-based portal that is intended to be the single destination for designated administrators.

The portal provides shortcuts, help with individual services and specific administrative tasks, and access to an online community that is regularly monitored by Microsoft support engineers as well as knowledgeable community members. Using the enhanced Search feature, the Administration home page becomes the first and final destination for finding all self-service help and community resources.

Figure 1. The Office 365 Beta for enterprises Microsoft Online Portal – Administration home page


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Self-service support resources on the Microsoft Online Portal allow administrators to do the following:

Search the help, support, and community topics. To search these sources, go to the Help and Community section of the Support Overview page and enter a question or phrase into the search box.

Read and post. The community forum is a place where anyone who uses Office 365 Beta for enterprises can post a question and others can answer. Before adding a question, look to see if someone has already asked a similar question.

Read and rate. Read the posts and then rate them so that others can benefit. Blog posts that have been highly rated will be promoted and featured on the Community home page.

Watch the technical support videos. These English language-only instructional troubleshooting videos have been developed based on the most commonly asked questions from customers. View these videos in the community section or submit a request for a video.

Ask the virtual support agent. This automated virtual chat is available 24x7 on the Support Overview page to answer questions about Microsoft Office 365 Beta in all service languages. This automated database contains all troubleshooting issues.

Sign up for social media. Follow Office 365 Beta on Facebook and Twitter. Listen to what others are saying and add your own comment and tweets.

Read the team blog. The Office 365 Beta for enterprises team writes a blog that highlights new features and solutions to the most commonly reported issues.

If the Office 365 Beta for enterprises administrators try the options listed above without finding the answers, they can contact technical support and submit a service request. For nontechnical issues such as billing or subscriptions, administrators can contact support.

Technical Support

The Microsoft Customer Service and Support team is composed of support engineers who are trained and certified in all Office 365 Beta for enterprises services. Administrators who are unable to resolve issues with the available self-service support and community resources can contact Microsoft Customer Service and Support.

Common technical support issues include:

Trouble accessing the service or resetting passwords.

Restoring data or mailbox connections.

Incoming/outgoing mail issues.

Difficulty activating a new user.

Difficulty activating users on mobile devices.


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For more examples of when to contact the Microsoft Customer Service and Support team, see Appendix D: Typical Service Requests in this guide.

Technical Support: Availability and Languages

With every Office 365 Beta for enterprises subscription fee, Microsoft Customer Service and Support provides global technical support both online through the Microsoft Online Portal and by phone. Depending on the location and language support, trained technical support engineers are available during most regional business hours and, in many cases, on a 24-hour basis (see Table 1).

Table 1. Technical Support

Languages Hours available in country Days available in country Bilingual support* Additional resources**

English 24 hours/day 7 days/week English N/A

French 8:00 AM to 6:00 PM Monday–Friday French/English Translator 24×7

German 8:00 AM to 6:00 PM Monday–Friday German/English Translator 24×7

Italian 8:00 AM to 6:00 PM Monday–Friday Italian/English Translator 24×7

Japanese 24 hours/day 7 days/week Japanese/English N/A

Mandarin Ask Austin Chen Monday–Friday Mandarin Translator 24×7

Spanish 24 hours/day 7 days/week Spanish/English Translator 24x7

* Bilingual support will be provided for local/regional business hours.

** For after-hours language support

An additional 12 languages available through professional language translation services include: Bahasa Melayu, Cantonese, Czech, Danish, Dutch, Finnish, Greek, Hungarian, Norwegian, Polish, Romanian, and Swedish.

Technical Support: Phone

When an administrator contacts Microsoft Customer Service and Support by phone, the caller initially is asked to self-select the type of issue through an automated phone system. This automated process ensures that the caller is quickly routed to the appropriate support engineer, who confirms whether the caller is authorized to receive support. The support engineer on the call then determines the issue, validates the severity with the administrator, and either transfers or escalates it if further assistance is required.

If the administrator requires additional translation support, the support engineer will remain on the line and help arrange for a translator to join the call. To locate the local phone numbers available in each region, see Appendix A: International Phone Numbers in this guide.

During the process, the live support engineer opens a service request, provides a tracking number, and offers regular updates to the administrator via the Microsoft Online Portal. When contacting Microsoft about an active service request, the administrator must provide the service request tracking number.

Comment [A1]: Need to get from Austin


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Technical Support: Online/Web

Authorized administrators can submit a technical service request by going to the lower left navigation bar on the Admin Overview page in the Microsoft Online Portal. After clicking Service Requests, the administrator can select New Request, Close a Request, or Reopen a Request. From this location, the administrator is able to easily view all open and closed requests.

Technical Support: Severity Levels and Response Time Objectives

Microsoft prioritizes initial response times so that they are consistent with a service request’s severity level, as specified in Table 2. Microsoft Customer Service and Support strives to meet their response time objectives using commercially reasonable efforts given the conditions and severity of the situation. It is important to note that the times listed are objectives for both initial response and frequency of updating customers, and do not indicate the time required to resolve an incident.

Table 2. Technical Support Response Time Objectives

Severity

level

Operations and support definition Initial response

time objective

Frequency

providing Customer

update objective

Catastrophic

(aka Severity 1)

All services are inaccessible, affecting production or profitability.

Multiple companies or multiple users are reporting loss of

functionality for all services. Data security, privacy, and/or regulatory

breaches have occurred or are likely to occur.

15 minutes 1 hour

A (Critical)

One or more services are affected. Production, operations, or

deployment deadlines are severely affected, or there will be a severe

impact on production or profitability. Multiple customers, users, or

services are partially affected.

1 hour 2 hours

B (Urgent)

The situation has moderate business impact and can be dealt with

during business hours. Use of the service is proceeding but in an

impaired fashion. A single user, customer, or service is partially

affected.

2 hours 24 hours

C (Important)

The situation has minimal business impact. The issue is important but

does not have a significant current service or productivity impact for

the customer. A single user is experiencing partial disruption, but an

acceptable workaround exists.

4 hours 72 hours

D (Advisory)

This designation is used for design change requests, feature requests,

research activities, and similar items. Customer’s business not

affected.

48 hours As needed


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Customer Care

Within Microsoft’s Customer Service and Support, a dedicated customer care team focuses on business-related requests ranging from billing and invoicing to trials and offer/plan comparisons. Examples of customer care-related questions include how to:

Add or remove services.

Request a credit or refund.

Change an address on an invoice.

Sign up for a trial or paid subscription.

Purchase multiple subscriptions.

Convert from a trial to a paid subscription.

Cancel a paid subscription.

Customer care and the technical support teams use the same phone numbers and online process for submitting a service request.

Customer Care: Availability and Languages

Microsoft Customer Service and Support provides global customer care support both online and by phone in six languages (see Table 3).

Table 3. Customer Care

Languages Hours available in country Days available in country Bilingual support*

English 9:00 AM to 5:00 PM Monday–Friday English

French 9:00 AM to 5:00 PM Monday–Friday French/English

German 9:00 AM to 5:00 PM Monday–Friday German/English

Italian 9:00 AM to 5:00 PM Monday–Friday Italian/English

Japanese 9:00 AM to 5:00 PM Monday–Friday Japanese/English

Spanish 9:00 AM to 5:00 PM Monday–Friday Spanish/English

* Bilingual support will be provided during local/in-country business hours.

An additional 14 languages available through professional language translation services include: Bahasa Melayu, Cantonese, Czech, Danish, Dutch, Finnish, Greek, Hungarian, Mandarin, Norwegian, Polish, Portuguese, Romanian, and Swedish.


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Service Availability: Service-impacting Events

A service-impacting event (SIE) is an event that affects the delivery of a service. SIEs occur when a portion of the service infrastructure becomes unresponsive and unavailable to customers. SIEs are categorized by severity levels, as defined by the Operations and Support teams.

There are two types of SIEs:

Planned downtime (maintenance events)

Unplanned downtime

Transparent communication with customer organizations in the event of an SIE is key to the Microsoft Customer Service and Support model. If an SIE should occur, Microsoft Customer Service and Support strives to:

Be transparent with customers.

Deliver consistent communications.

Respond rapidly.

Planned Maintenance Events

Planned downtime results from regular Microsoft-initiated service updates to the infrastructure and software applications deployed. Planned maintenance notifications inform customers about service infrastructure work that might affect some Office 365 Beta for enterprises services. Customers are notified no later than five days in advance of all planned maintenance via the Service Health Dashboard.

Microsoft typically plans downtime for times when service usage is historically at its lowest—Fridays and Saturdays based on regional time zones:

The Americas: 9:00 PM to 3:00 AM Pacific Time; 21:00 GMT-8 to 03:00 GMT-8

Europe, the Middle East, and Africa (EMEA): 20:00 GMT to 02:00 GMT

Asia Pacific and Greater China (APGC): 22:00 GMT+8 to 04:00 GMT+8

Unplanned Events

Unplanned downtime is the result of events typically outside Microsoft’s direct control. Such events range from the minor (for example, corrupted hardware drivers or a failed processor) to the catastrophic (for example, all services are unavailable across multiple customer organizations and regions). Unplanned events occur when one or more of the services included in the Office 365 Beta for enterprises suite are unavailable or unresponsive.

Notification Policy

When an SIE occurs, Microsoft Customer Service and Support recognizes that timely and accurate communications are critical for customer organizations, partners, and field employees. Microsoft notifies Office 365 Beta subscribers through the Service Health Dashboard.


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Service Health Dashboard

The Microsoft Online Service Health Dashboard, shown in Figure 2, provides customers with visibility into the availability and historical status of all services and tools offered through the Office 365 Beta for enterprises suite. Customers seeking details about the current availability or past status of these services or tools can easily access the Service Health Dashboard from the Administration view on the Microsoft Online Portal. Only individuals with an authorized user name and password are granted access to the dashboard.

Figure 2. The Microsoft Online Portal – Service Health Dashboard

Post-incident Reviews

Microsoft’s commitment to continuous improvement involves analysis of every SIE in order to minimize future recurrence. In some situations, identifying the root cause for an SIE can be hindered by incomplete forensic data. Even when the root cause is unknown, Microsoft is committed to providing the information that is known about the impact of the event, and the corrective actions being taken, in a descriptive document called a Post-incident Review (PIR).

For SIEs that are categorized as either Catastrophic or Severity A, and which affect a broad number of customer organizations, a customer may request a PIR. This detailed report includes:

An incident summary and event timeline.

Broad customer impact and root cause analysis.

Actions being taken for continuous improvement.

Due to the time and resources required to conduct the subsequent analysis, the time to dispatch the PIR is a minimum of 7 working days following the resolution of the SIE. Administrators can request a PIR using a standard online service request submission through the Microsoft Online Portal or a phone call to Microsoft Customer Service and Support.


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Appendix A: International Phone Numbers

Country or

region Business hours

Languages

supported Toll-free phone number

Local phone

number

Australia Monday – Friday 09:00 – 17:00 EDT (UTC +11)

English 1800 197503 02 82239959

Austria Monday – Friday 09:00 – 17:00 CET (UTC +1)

English 0800080650 01206091578

Belgium Monday – Friday 09:00 – 17:00 CET (UTC +1)

Dutch, French, English

080081174 022008884

Canada Monday – Friday 09:00 – 17:00 PST (UTC -8)

English 800-865-9408

Not available

Colombia Monday – Friday 09:00 – 17:00 PST (UTC -5)

Spanish, English

01-800-5-1-81781

Not available

Costa Rica Monday – Friday 09:00 – 17:00 CST (UTC -6)

Spanish, English

Not available

Not available

Cyprus Monday – Friday 09:00 – 17:00 DST (UTC +2)

Greek*, Turkish, English

80092519

Not available

Czech Republic Monday – Friday 09:00 – 17:00 CET (UTC +1)

Czech*, English 800701371 239016433

Denmark Monday – Friday 09:00 – 17:00 CET (UTC +1)

Danish*, English 80347623 38487067

Finland Monday – Friday 09:00 – 17:00 EET (UTC +2)

Finnish*, English 08009 8462 0972519630

France Monday – Friday 09:00 – 17:00 CET (UTC +1)

French, English 0805540594 0157324297


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Country or

region

Business hours Languages

supported

Toll-free phone number Local phone

number

Germany Monday – Friday 09:00 – 17:00 CET (UTC +1)

German, English 0800 5892332 069380789508

Greece Monday – Friday 09:00 – 17:00 EET (UTC +2)

Greek*, English 0080044142831

Not Available

Hong Kong SAR Monday – Friday 09:00 – 17:00 HKT (UTC +8)

Mandarin, Cantonese, English

Not Available 30713055

Hungary Monday – Friday 09:00 – 17:00 CET (UTC +1)

Hungarian*, English

0680983899 177789292

India Monday – Friday 09:00 – 17:00 IST (UTC +5:30)

English 000800 4402038

Not available

Ireland Monday – Friday 09:00 – 17:00 GMT (UTC)

English 1800995309 016569837

Israel Monday – Friday 09:00 – 17:00 IST (UTC +2)

English 1809344179

Not available

Italy Monday – Friday 09:00 – 17:00 CET (UTC +1)

Italian, English 800917919 0269430746

Japan Monday – Friday 09:00 – 17:00 JST (UTC +9)

Japanese, English 0120-984740 367439039

Luxembourg Monday – Friday 09:00 – 17:00 CET (UTC +1)

German, English

80021094

24871510

Malaysia Monday – Friday 09:00 – 17:00 MYT (UTC +8)

English 1800 220030 362074606


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Country or

region


supported


number

Mexico Monday – Friday 09:00 – 17:00 CST (UTC -6)

Spanish, English 8005630605 55473856567

Netherlands Monday – Friday 09:00 – 17:00 CET (UTC +1)

Dutch, English

08000202546 0202035362

New Zealand Monday – Friday 09:00 – 17:00 EDT (UTC +13)

English

0800 194197

09 9127298

Norway Monday – Friday 09:00 – 17:00 CET (UTC +1)

Norwegian*, English

80031068 22310748

Peru Monday – Friday 09:00 – 17:00 PET (UTC -5)

English

Not available

Not available

Poland Monday – Friday 09:00 – 17:00 CET (UTC +1)

Polish*, English 800702320 0223060517

Portugal Monday – Friday 09:00 – 17:00 GMT (UTC)

Portuguese*, English

800 208 745 213665030

Puerto Rico Monday – Friday 09:00 – 17:00 AST (UTC -4)

Spanish, English 800-865-9408

Not available

Romania Monday – Friday 09:00 – 17:00 EET (UTC +2)

Romanian*, English

0800896956 372741961

Singapore Monday – Friday 09:00 – 17:00 SGT (UTC +8)

English 18006221816 66221855

Spain Monday – Friday 09:00 – 17:00 CET (UTC +1)

Spanish, English 900814197 912718160

Sweden Monday – Friday 09:00 – 17:00 CET (UTC +1)

Swedish*, English 0201605899 0851761966


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Country or

region


supported


number

Switzerland Monday – Friday 09:00 – 17:00 CET (UTC +1)

German, French, Italian, English

0800000300 0227614114

Trinidad and Tobago

Monday – Friday 09:00 – 17:00 AST (UTC - 4)

English

Not available

Not available

United Kingdom

Monday – Friday 09:00 – 17:00 GMT (UTC)

English 0800 032 6417 02034506455

United States Monday – Friday 09:00 – 17:00 PST (UTC -8)

English, Spanish 800-865-9408

*Support is available in English or from an English-speaking engineer with a translation service for your location. You

can either use the translation service or submit a service request in English.


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Appendix B: Assigning Administrator Roles

Depending on the size of the subscribing organization, it may be appropriate to designate several types of administrators who serve different functions. The following table describes administrator roles that are available for such use.

Role Description

Global Administrator Holds full permissions for the subscribing customer organization. Global Administrators have

access to all features in the administration center and only Global Administrators can assign

other administrator roles. There can be more than one Global Administrator at a customer

organization.

Billing Administrator Makes purchases, manages subscriptions, manages billing-related support tickets, and monitors

service health.

Password Administrator Resets passwords, manages service requests, and monitors service health. Password

Administrators can reset passwords only for users and other Password Administrators.

Services Administrator Administers individual online services (such as, Microsoft Exchange Online), but does not

require access to user management and other administrative functions. This role manages

service requests and monitors service health.

User Management

Administrator

Resets passwords, monitors service health, and manages user accounts, user groups, and

service requests. Some limitations apply to the permissions of a User Management

Administrator. For example, this role cannot delete a Global Administrator or create other

administrators. Also, this role cannot reset passwords for Billing, Global, and Service

Administrators.


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Appendix C: Administrator Permissions

Permission Global

Administrator

Billing

Administrator

Password

Administrator

Services

Administrator

User Mgmt

Administrator

View company and user

information Yes Yes Yes Yes Yes

Submit and manage service

requests Yes Yes Yes Yes Yes

Reset user passwords Yes No Yes No Yes1

Perform billing/purchasing

operations Yes Yes No No No

Create and manager user views Yes No No No Yes

Create, edit, delete users and

groups, and manage user licenses Yes No No No Yes

2

Manage domains Yes No No No No

Manage company information Yes Yes No No No

Delegate administrative roles to

others Yes No No No No

Use directory synchronization Yes No No No No

1 Yes with limitations. Cannot reset passwords for Billing, Global, and Service Administrators 2 Yes with limitations. Cannot delete a Global Administrator or create other administrators.


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Appendix D: Typical Service Requests

Product Description

Exchange Online

User cannot log in to Exchange using Outlook or OWA due to server-side issue.

An Exchange Online Archive is not accessible.

Users sending or receiving duplicate emails.

SharePoint Online

Request to restore a SharePoint site that was accidentally deleted.

A newly created SharePoint site is not accessible.

User cannot access SharePoint site.

Lync Online

User is unable to send/receive instant messages using Lync client.

User is unable to upload or view PowerPoint files during calls.

User is unable to share application or desktop.

Forefront Online

Protection for Exchange

(FOPE)

User is unable to use the Not Junk button to rescue mail from Spam Quarantine.

User is unable to send mail securely to other companies that use a TLS certificate.

User is unable to send mail to a single external customer, due to DNS issues.

Microsoft Online

Platform

Partner failing to manage multiple users in a single customer account.

Administrators cannot access Microsoft Online Platform to manage users.


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Appendix E: Availability and Languages

Global Availability

Office 365 Beta for enterprises is commercially available in the following 38 countries:

Australia, Austria, Belgium, Canada, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Ireland, Israel, Italy, Japan, Luxembourg, Malaysia, Mexico, The Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Puerto Rico, Romania, Singapore, Spain, Sweden, Switzerland, Trinidad and Tobago, the United Kingdom, and the United States.

Localized Languages

Office 365 Beta for enterprises Microsoft Online Portal is localized in the following 17 languages:

Bokmal, Chinese (Simplified), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Polish, Romanian, Spanish, and Swedish.

Office 365 Beta for enterprises Community is localized in the following 7 languages:

Chinese (Traditional), English, French, German, Italian, Japanese, and Spanish.

microsoft office 365 beta for enterprises support service description

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