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Microsoft 365 User Support Policy

Please report issues with Microsoft apps to IT Services.

IT Services offers support for the following Microsoft apps:

• OneDrive
• Microsoft 365 (apps for Enterprise)
• Teams 

For support with other Microsoft 365 apps, IT Services will signpost users to documentation provided by Microsoft and relevant information in Microsoft 365 Support.

OneDrive and Microsoft 365 support policy

• The IT Support Office will attempt to resolve any issues in the first instance. If the issue is complex and cannot be resolved, the IT Support Office will escalate it to second level support staff in IT Services. Resolution may be delayed if staff with the appropriate skills are not available (eg due to absence).
• Issues with the components provided by IT Services (eg the authentication service) will be investigated locally. Failures with Microsoft provided components will be reported to Microsoft support where relevant.
• IT Services are only able to provide support for University related work. If an issue appears to be offering academic assistance with a student's coursework, rather than an issue with the software being used, IT Services will close the query and refer the student back to their course tutor.
• Be aware the University of York’s primary cloud storage is Google Workspace. The University cannot replicate this level of support for OneDrive and Microsoft 365. These are considered a secondary storage solution. 

Microsoft Teams support policy

IT Services’ support is limited when connecting to Teams hosted by external organisations. To resolve problems in these cases, users may need to contact the host organisation for support.

For further information, see Microsoft Teams usage policy