21Vianet support role 21Vianet's support role is to: Troubleshoot and provide technical guidance for customer issues and escalations. Gather and validate information related to specific service requests. Provide issue coordination and resolution management. Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis. Provide assistance with licensing, invoicing, and subscription inquiries. Provide assistance with purchasing and trial inquiries. Continually gather customer feedback on how to improve the service through surveys. Feature availability to view feature availability across Office 365 plans, see office 365 Service description Follow us on wechat Scan this qr code to follow us on wechat and get the latest updates for Office 365 operated by 21Vianet.
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For more information about the types of administrator roles, see assigning admin roles in Office 365 operated by 21Vianet. 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 21Vianet. The administrator's role is to: Provide user account setup and configuration to allow users access to the services. Address client connectivity, client software, and mobility installation issues. Address service availability issues within the customers organizational span of control. Use self-service support essay resources to resolve support issues. The administrator is expected to provide initial assistance for the customers users. However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should Contact support.
In the Office 365 admin center, choose support new service request. Call support Call support. If you encounter any problem with online request, phone support is available at (86). Shared support responsibilities 21Vianet understands that receiving timely technical book support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customers it department plays in the support of its users. Administrator roles and responsibilities people with Office 365 administrator roles are the only ones in the customers organization authorized to access the Admin section of the Office 365 operated by 21Vianet portal and to communicate directly with 21Vianet about Office 365 service requests. With Office 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.
2 severity a is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Severity a is available only for technical support. For billing and subscription management support, the highest severity level. Technical support working hours severity A: 24*7 continuous service severity B/C: 9:00 24:00 (Beijing Time) a day, 365 days. Contact support Note: Assisted support options are for admins of Office 365 subscribed organizations only. If you use Office 365 but youre not an admin, you can still get support in the community forums, or by contacting your admin. Open an online request save time by starting your service request online.
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A single user is experiencing partial disruption, but an acceptable workaround exists. How to set user password that never expires. User cant delete contact information in Exchange autism Online. Technical support initial response times Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.
Security level1 21Vianet customer support team Initial response customer responsibility sev a2 (Critical) Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. Provide solid business impact statement (see the severity a description and examples above allocate resource to ensure continues collaboration with 21Vianet customer support agent for the joint investigation and necessary communication; Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. Sev b (High) Initial Response: 1 business day or less. Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. Sev c (Medium) Initial Response: 3 business day or less. 1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.
Examples of issue types and severity levels are shown in the following table. Severity level Operations and support description Examples sev a (Critical) One or more services arent accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. Widespread problems sending or receiving mail.
All users cant send instant messages, join or schedule skype for Business meetings, or make skype for Business calls. Sev b (High) The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected. Send button in Outlook is garbled. Setting is impossible from eac (Exchange admin center) but possible in Windows PowerShell. Sev c (Non-critical) The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer.
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Examples, installation and setup, exchange Online, office 365 mailbox migration. Recipient configuration (mailbox permissions, configuring mail forwarding, configuring shared mailbox). Autodiscover configuration, sharepoint Online, permissions and user groups, configuration of external users. Skype for Business Online, installation and creating contacts, office 365 ProPlus. Installation and setup, configuration Service configuration issues Single sign-on (SSO) Active directory synchronization book Notes: you can learn how to contact technical support here: Contact support. Technical thesis support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the community. Technical support case handling 21Vianet assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact.
Billing and subscription management support can be accessed using the make same phone number and online service request process as with technical support. The support telephone number can be found on the Office 365 operated by 21Vianet portal. Here are some examples of billing and subscription management issues: Signing up for a trial or purchasing a subscription. Converting from a trial subscription to a paid subscription. Understanding the bill, renewing a subscription, adding or removing licenses. Canceling a paid subscription, technical support, technical support for Office 365 operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.
operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the. For more self-help resources, see. Learn about Office 365 operated by 21Vianet. Pre-sales support, pre-sales support for Office 365 operated by 21Vianet provides assistance on subscription features and benefits, plan comparisons, pricing and licensing, and helps to identify the right solution to meet your business needs. In addition, pre-sales support can help you find a partner, and purchase and sign up for a trial. You can call during local business hours, monday through Friday. Pre-sales support can be accessed using the same phone number as with technical support. Billing and subscription management support, assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time monday through Friday.
Technical support is with provided in English 24 hours a day, 7 days a week. Admins, have your account details ready when you call. In the United States, call. In the United Kingdom, call. If your Office 365 or Microsoft 365 Business support phone number isn't listed above, use the dropdown menu below to choose your country or region. With every subscription of Office 365 operated by 21Vianet, 21Vianet support provides technical, pre-sales, billing and subscription support. Support is available both online through the Office 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions. Authorized administrators can use the Office 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. The 21Vianet Office 365 technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet.
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Popular articles, search on Maps, get to your destination, explore the map. View places, traffic, terrain, biking, and transit. Understand country borders and names, measure distance summary between points, send directions to your phone, car, or tablet. Indoor maps, use google sky maps, use google maps on your feature phone. Customize your map, add or edit a place, review, or photo. Use Street view, learn about accessibility, privacy, and data. Fix a problem or send us feedback. Use google maps with friends. Billing support is provided in English from 9 AM5 pm (9 AM6 pm in Australia mondayFriday.