Table of contents

Customer self-support

Last Updated: 10/20/2016

Applies to

  • Partner Center operated by 21Vianet

Customers can manage some aspects of their accounts in the admin center for Office 365 operated by 21Vianet. They can:

  • View in-product communications and notifications, such as service health information, in the Message Center.
  • Perform all the service configuration and admin tasks as if they had purchased products directly from software vendors.

Customers cannot change their own subscriptions, however. Only you can change customer subscriptions, which you do in Partner Center operated by 21Vianet.

If a customer experiences service problems that you can't resolve, you can create a support request on their behalf to escalate the issue to 21Vianet. 21Vianet provides escalation support, defined as support that you cannot reasonably provide to your customers because you do not have the necessary training, documentation, and/or support tools.

See also

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