Support Category | 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 Microsoft Office 365 ProPlus: Installation and setup assistance |
Configuration | Service configuration failure issues Provisioning issues Domain setup and re-delegation Service configuration issues Single sign-on (SSO) Active Directory synchronization |
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. | Widespread problems sending or receiving mail. SharePoint site down. All users can't 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 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. A single user is experiencing partial disruption, but an acceptable workaround exists. | How to set user password that never expires. User can't delete contact information in Exchange Online. |
Severity Level | Office 365 Business Essentials1 Office 365 Business1 Office 365 Business Premium1 | Office 365 Enterprise E12 Office 365 Enterprise E32 Office 365 Government G22 Office 365 US Government E32 Office 365 Education2 | Office 365 Enterprise F12 Office 365 US Government K12 | Elevated Support Options3 |
Sev A (Critical) | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour | Available: 24/74 Response time: one hour |
Sev B (High) | Available: business hours Response time: no commitment | Available: 24/74 Response time: next day | Available: 24/74 Response time: next day | Available: 24/74 Response time: 2 hours |
Sev C (Medium) | Available: business hours Response time: no commitment | Available: 24/74 Response time: no commitment | Available: 24/74 Response time: no commitment | Available: 24/74 Response time: 4 hours |
This article covers frequently asked questions about the availability of Office from the Mac App Store, and the differences between downloading Office apps directly from Microsoft.
Starting in January 2019, the following Office applications are available for download from the Mac App Store: Word, Excel, PowerPoint, OneNote*, and OneDrive*.
* These apps were also available from the Mac App Store in previous years.