Submit a support request
Important
The information in this article or section only applies if you have Windows Enterprise E3+ or F3 licenses (included in Microsoft 365 F3, E3, or E5) licenses and have activated Windows Autopatch features.
Feature activation is optional and at no additional cost to you if you have Windows 10/11 Enterprise E3 or E5 (included in Microsoft 365 F3, E3, or E5) licenses.
For more information, see Licenses and entitlements. If you choose not to go through feature activation, you can still use the Windows Autopatch service for the features included in Business premium and A3+ licenses.
Important
Make sure you've added and verified your admin contacts. The Windows Autopatch Service Engineering Team will contact these individuals for assistance with remediating issues.
Submit a new support request
Support requests are triaged and responded to as they're received.
To submit a new support request:
- Sign into the Intune admin center and navigate to the Tenant administration menu.
- In the Windows Autopatch section, select Support requests.
- In the Support requests section, select + New support request.
- Enter your questions and/or a description of the problem.
- Review all the information you provided for accuracy.
- When you're ready, select Create.
Premier and Unified support options
If you have a Premier or Unified support contract, when you submit a new request, or edit an active support request, you can:
- Specify the severity of your issue
- Schedule a support callback for a specific day and time
Depending on your support contract, the following severity options are available:
| Support contract | Severity options |
|---|---|
| Premier | Severity A, B, or C |
| Unified | Critical or noncritical |
Manage an active support request
The primary contact for the support request receives email notifications when a case is created, assigned to a service engineer to investigate, and mitigated. If, at any point, you have a question about the case, the best way to get in touch is to reply directly to one of those emails. If we have questions about your request or need more details, we email the primary contact listed on the support requests.
View all your active support requests
You can see the summary status of all your support requests. At any time, you can use the portal to see all active support requests in the last six months.
To view all your active support requests:
- Sign into the Intune admin center and navigate to the Tenant Administration menu.
- In the Windows Autopatch section, select Support request.
- From this view, you can export the summary view or select any case to view the details.
Edit support request details
You can edit support request details, for example, updating the primary case contact.
To edit support request details:
- Sign into the Intune admin center and navigate to the Tenant Administration menu.
- In the Windows Autopatch section, select Support request.
- In the Support requests section, use the search bar or filters to find the case you want to edit.
- Select the case to open the request's details.
- Scroll to the bottom of the request details and select Edit.
- Update the editable information, add attachments to the case, or add a note for the Windows Autopatch Service Engineering Team.
- Select Save.
Once a support request is mitigated, it can no longer be edited. If a request was mitigated in less than 24 hours, you can reactivate instead of edit. Once reactivated, you can again edit the request.
Microsoft FastTrack
Microsoft FastTrack offers Microsoft 365 deployment guidance for customers with 150 or more licenses of an eligible subscription at no additional cost. FastTrack Specialists can help customers work through the Windows Autopatch technical prerequisites described in the FAQ. For more information, visit the Microsoft FastTrack website.
Customers who need help with Microsoft 365 workloads can sign in to Microsoft FastTrack with a valid Azure ID and submit a Request for Assistance.
Contact your Microsoft account team if you need additional assistance.