Top Tips: #2 – Know Where to Go

In this second instalment of our handy ‘top tips’ (updated for the new support processes) we’re going to look at the ways and means of getting support for Live@Edu. Rather than just giving you one link or telephone number, there are a number of ways to get specialist help for the various areas of Live@Edu, ranging from self-help articles and walkthroughs to intuitive ways of submitting support requests to us for urgent review. The main areas this blog covers are as follows:

Outlook Live Help | Telephone Support Line| Online Support Portal

Test Drive – Unlimited Mileage

Even before you deploy Live@Edu en masse, we’re here to help. Whether you’re an education authority with a million potential users, or a small FE or HE establishment wanting a better way to manage your email and collaboration tools, we know that you want to have faith in a service before you go ahead and deploy it to all of your users. To that end, whilst mulling over options and features, we fully support you in creating test accounts and domains. The best way to do this is to register a domain/subdomain for the Live@Edu service by following these instructions. If you register a domain or subdomain with us, it is as fully featured as a regular Live@Edu domain! Furthermore, if and when you do adopt the service more fully you can still keep your test account – ideal for trying out new things without affecting your core service!

support_helpOutlook Live Help – Fast, Easy and Searchable

If you’re using our Exchange Labs service, the Outlook Live Administrator Help site is your one-stop-shop. It’s fully of handy tips and walkthroughs, taking you from your first steps into using the service, right through to advanced provisioning options and help with using PowerShell. It’s also fully searchable, so if you’re having a specific issue or want a specific answer you can get what you want without even having to browse! If you’re not using Exchange Labs and are still on the Hotmail platform, you can find a similar level of support at the Hotmail help and support area.

Always on Hand – 24/7 Telephone Support

While we’re proud of our good service record with Live@Edu, we acknowledge there may be occasional need for you to escalate an issue to our support team. Don’t worry – help is available whenever you need it. While we’ve not quite got our local numbers ready yet, you can call our 24/7/365 support line on the toll-free US number and log a support request. Just dial +18004556399 to talk to one of our eager support representatives!

Online Support Portal – Even more easy options

If you don’t want to call the US support line, or you prefer the glow of a screen to a phone, you can log a support request online through our dedicated support portal. When you signed up for the service and received your welcome email, you will have also got an email from our Business Desk entitled “Welcome to Live@edu - Microsoft Partner Support”. This email contains all of the information you need to access the online portal, and submit support requests to us. Any support request that you submit will be responded to within 24 hours of submission.

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