- Open a service request in the Microsoft 365/Office 365 Admin Center. Premium, Unified and Paid Technical Support Get technical support for on-premise Microsoft products and services.
- Contacting Microsoft Word - by phone or otherwise. While 800-642-7676 is Microsoft Word's best toll-free number, there are 2 total ways to get in touch with them. The next best way to talk to their customer support team, according to other Microsoft Word customers, is by telling GetHuman about your issue above and letting us find somebody to help you. Besides calling, the next favorite option for customers.
How to reach Microsoft customer service if you have questions about your hardware device. Support Options. Technical Support. Surface Accessories please contact us here. Xbox Accessories, including controllers, please contact us here; All other PC Accessories, please contact us here.
Important
You must be an admin for a business subscription to use these support methods. If you're not a business admin, please use this support page.
Start by checking the current health of your services. You can view detailed information about current and past issues on the Service health dashboard. If you're experiencing an issue that isn't listed, you can get support in one of the following ways:
Online support
Save time by starting your service request online. We'll help you find a solution or connect you to technical support.
Go to the admin center at https://admin.microsoft.com. If you get a message that says you don't have permission to access this page or perform this action, then you aren't an admin. Who has admin permissions in my business?
Select the Need help? button.
In the Need help? pane, tell us what you need help with, and then press Enter.
If the results don't help, select Contact support.
Enter a description of your issue, confirm your contact number and email address, select your preferred contact method, and then select Contact me. The expected wait time is indicated in the Need help? pane.
Phone support
Billing support is provided in English from 9 AM-5 PM (9 AM-6 PM in Australia), Monday-Friday.
Technical support is provided in English 24 hours a day, 7 days a week.
Admins, have your account details ready when you call.
Note
To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization’s account.
In the United States, call 1 800 865 9408.
In Australia, call 1 800 197 503.
In Canada, call 1 800 865 9408.
In the United Kingdom, call 0800 032 6417.
If your support phone number isn't listed above, use the drop-down menu below to find the number for your country or region.
- Select 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. For instructions, see Contact support.
The Office 365 operated by 21Vianet technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must work with their networking team for assistance.
Community and self-service support options
Self-service support is available for all Office 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. 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. For instructions, see Contact 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. 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 Office 365 operated by 21Vianet portal. For instructions, see Contact support.
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.
| Support category | Examples |
|---|---|
| Installation and setup | Exchange Online
|
| Configuration | Service configuration issues
|
Note
You can learn how to contact technical support here: Contact support.Technical 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. 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 aren't 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. |
|
| 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. |
|
| 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. A single user is experiencing partial disruption, but an acceptable workaround exists. |
|
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 level 1 | 21Vianet customer support team Initial response | Customer responsibility |
|---|---|---|
| Sev A 2 (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. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
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.
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 is B.
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 you're 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. In the Microsoft 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) 400-089-0365.
Shared support responsibilities
21Vianet 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 users.
Administrator roles and responsibilities
People with administrator roles are the only ones in the customer's 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. For more information about the types of administrator roles, see Assign admin roles in Microsoft 365 for business.
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 customer's organizational span of control.
Use self-service support resources to resolve support issues.
The administrator is expected to provide initial assistance for the customer's users. However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should Contact support.
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
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Contact Microsoft Word Customer Service
Scan this QR code to follow us on WeChat and get the latest updates for Office 365 operated by 21Vianet.
This article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.
As an admin for Office 365 Germany, you get free access to our knowledgeable support agents for help resolving technical issues, as well as for pre-sales, account, and billing support. You can also contact us on behalf of Office 365 Germany users in your organization.
Note
All of the support options below are for Microsoft Cloud Germany. For more information about how Microsoft uses the data that you provide when you contact Microsoft support, please see the privacy statement.
Get assisted support
Assisted support options are for admins of Office 365 Germany subscribed organizations only. If you use Office 365 Germany at work or school, but you're not an admin, you can still get support in the community forums, or by contacting your admin or IT department.
Open an online request. Save time by starting your service request online. In the admin center, choose Support > New service request. We'll help you find a solution or connect you to an expert who will contact you by email or phone.
Call support. We're here to talk. Admins, have your account details ready when you call support.
| Region | Phone number | Hours |
|---|---|---|
| Germany | 0800 589 2330 | Billing Support:
|
| All other markets within the European Economic Area | +49 69 380 789 305 | Billing Support:
|
Let our community help
You can also search the Microsoft 365 for business community forums to find known issues and trending topics, or to post a new question. The community forums are monitored by trained Microsoft support agents who can help resolve your issue.
If you need Microsoft technical support but don’t know how to navigate the maze of online support options, you have come to the right place.
This article explains how to find free Microsoft Word online support, such as the Solution Center, UseNet groups, and the Knowledge Base.
It also explains how to find your way through the online support center, and how to get one-on-one support directly from Microsoft (fees may apply).
Note: these technical support options apply to any Microsoft software product, such as Excel, PowerPoint, or Windows.
Accessing online Microsoft Word support
The easiest way to access online support is from inside Word 2007 by using the Word Options menu. You will need an active internet connection to access support.
To access online support, do the following:
- Click the Office Button.
- Click Word Options.
- On the navigation menu, select Resources.
- Click Contact Us. The Microsoft Office support page opens.
- Alternatively, if you do not own Word 2007, visit the Microsoft support hub.
You can select from a number of options on the Microsoft Office support page. I’ve listed the ones that you will most likely need as as Word 2007 user:
• Support for Microsoft Office products: This link is for U.S. customers—it takes you to the Microsoft Office Solution Center homepage. Once there, choose Word 2007 from the list to go to the Word 2007 Solution Center. Here you will find links to tutorials, help with error messages and reported issues, and downloads.
The Solution Center is the doorway page to access personalized support. There are many support options offered, so be sure to read my tips for navigating the Solution Center. If you already know you want one-on-one support, jump to Getting Microsoft Technical Support.
• International support web site: Select this link if you reside outside of the United States. Select your country to be taken to the Solution Center in your native language.
• Office discussion groups: This link takes you to the discussion group directory for all Microsoft Office programs. To find the topics related to your product, type the product name into the search box then click Go.
This is a UseNet group…read the messages online or download them into your favorite news reader.
• Microsoft Knowledge Base: The KB is your friend! I recommend that you explore the Knowledge Base and get familiar with it. It contains answers to technical questions about Microsoft products. This is a very powerful free support option that you can use at any time for any Microsoft software program.
The KB is where Microsoft posts solutions to known issues and customer problems, such as installation issues, error messages, questions about advanced features, and information about service pack and security patch downloads.
To find answers in the KB, type your question into the search box then click Search. To narrow your search, make sure to include Word 2007 in your question.
If you find the Knowledge Base articles to be too technical, search the Solution Center to find articles that are easier to understand.
Navigating the Microsoft Solution Center
You can explore many Microsoft technical support options inside the Word 2007 Solution Center.
This Solution Center contains a wealth of free information. If you are on a tight budget, this is an excellent way to get help.
Answers to the most recent Top Issues are listed in the center of the page.
To find solutions for other topics, select a category from the left-hand menu.
If you do not see a topic that fits your problem, use the Advanced Search feature located on the top navigation menu. You will be taken to a page where you can search the article archives.
Getting Microsoft technical support
Microsoft Windows Customer Service Number
If you can’t find help online for your problem, you will need to contact Microsoft to get one-on-one technical support.
While inside the Solution Center, click the link in the Get Help Now box. (If Word 2007 Solution Center page is not open, see Accessing Online Microsoft Word Support.)
You need the following to get Microsoft Technical Support:
- Internet Explorer browser
- Product identification number (for help locating your Product ID number, see the article, Finding Help About Microsoft Word)
- Acceptance of the support License Agreement
- You may need to sign-in using a Microsoft Live ID
Follow the prompts in the support wizard. For best results, answer the questions accurately. Don’t try to fool the system in order to get free support. It doesn’t work!
The answers to your questions will determine whether your problem is covered by free support. If not, you will be given the option to select paid technical support.
Costs vary depending on the type of problem and whether you are a home or business user.
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