Professional Direct Support for Microsoft 365

Availability

ProDirect for Microsoft 365 is available worldwide, except for in China and sovereign cloud environments.

Licensing policies

A ProDirect license is required for every user within the Microsoft 365 tenant that Microsoft 365 ProDirect is purchased for.

The minimum purchase required is 20 seats, with a maximum of 500 seats.

How do I purchase Professional Direct Support?  

Professional Direct Support costs $9 per user, per month. Here's how you can buy Professional Direct Support:

1. Sign in to the Microsoft 365 Admin Center.

For simplified view:

1. Go to the Subscriptions tab and select Add Products.

2. On the Purchase Services page, select Details on Professional Direct Support for Microsoft 365 and complete your purchase.

For non-simplified view:

1. Go to Billing > Purchase services and select Microsoft 365 in the category menu at the top of the page.

2. Scroll down and select See all Microsoft 365 products.

3. Scroll down to find Professional Direct Support for Microsoft 365 and select Details to complete your purchase.

You can also go to Compare Microsoft 365 Support Options | Microsoft 365 and select Buy now to purchase.

If you are working with a Microsoft Sales representative or a Microsoft Partner, the ProDirect SKU is available in Volume Licensing and under the MCA.  Contact your sales representative to learn more. 

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How to use your Professional Direct benefits

Not sure where to get started, have a question, or need technical support? We are a support case away. Submit a Support Case through Microsoft Admin Center. If you need assistance with creating a support case, please reference the Online Support section of Get support for Microsoft 365 for business.

You’ll hear from us proactively throughout your ownership of ProDirect. We’ll proactively perform tenant health checks, onboarding support for Copilot, and much more to ensure you’re up to date with the latest and greatest and maximizing the value of your Microsoft 365 products and services.

FAQ

1. Which Microsoft 365 products are covered by ProDirect for Microsoft 365?

   1. All Microsoft 365 workloads.

2. Does ProDirect for Microsoft 365 include support for on-premises technologies (such as Active Directory)?  

   1. No, ProDirect is only provided for Microsoft 365 cloud services. It doesn't cover any on-premises technology. For assistance with these services, customers must use a different support channel.

3. If customers need assistance with other products (such as Windows and on-premises products or other Microsoft cloud services), can they open a support ticket through ProDirect for Microsoft 365? 

   1. No, they need to open a ticket through a different support channel.

4. Can customers purchase ProDirect for Microsoft 365 for only specific users?  

   1. No, it's a 1:1 purchase where you are required to purchase a ProDirect license for every seat within your Microsoft 365 tenant up to a maximum of 500 seats.

5. Customer has more than 500 Microsoft 365 seats, can they purchase ProDirect for Microsoft 365?  

   1. Yes, customers who exceed 500 seats still qualify for the offer. 

      For example, a customer with 1,500 Microsoft 365 E3 seats would only have to purchase 500 ProDirect seats to get coverage for their entire Microsoft 365 tenant. 

6. Are the maximum seats per tenant or per agreement? 

   1. Per tenant.

7. Is ProDirect for Microsoft 365 available for multi-tenant agreements? 

   1. Yes.

8. On which licensing programs will ProDirect for Microsoft 365 be available? 

   1. ProDirect is available through the Enterprise Agreement (EA), Enterprise Application Services (EAS), and Web Direct. It is not available through CSP.

9. Can Partners purchase ProDirect for Microsoft 365 for their use? 

   1. No. ProDirect is a customer support plan only.

10. Is ProDirect available for customers that purchase through the CSP program? 

    1. No, customers under this program must acquire support through their channel partner.