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Apr 08, 2019 A Microsoft support engineer will review your ticket and contact you by email. Tasks/To-Do In 2015, Microsoft bought Wunderlist and then developed a new app called To-Do that is based on the Wunderlist app. Microsoft To-Do will eventually replace the Tasks option in Outlook completely, but this hasn’t fully happened yet.
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With every subscription of Office 365 operated by 21Vianet, 21Vianet support provides technical, pre-sales, billing and subscription support. Support is available both online through the Office 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions.
Authorized administrators can use the Office 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. For instructions, see Contact support.
The 21Vianet Office 365 technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must work with their networking team for assistance.
Community and self-service support options
Self-service support is available for all Office 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. For more self-help resources, see Learn about Office 365 operated by 21Vianet.
Pre-sales support
Pre-sales support for Office 365 operated by 21Vianet provides assistance on subscription features and benefits, plan comparisons, pricing and licensing, and helps to identify the right solution to meet your business needs. In addition, pre-sales support can help you find a Partner, and purchase and sign up for a trial. You can call during local business hours, Monday through Friday. Pre-sales support can be accessed using the same phone number as with technical support. For instructions, see Contact support.
Billing and subscription management support
Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), Monday through Friday. Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Office 365 operated by 21Vianet portal. For instructions, see Contact support.
Here are some examples of billing and subscription management issues:
Signing up for a trial or purchasing a subscription
Converting from a trial subscription to a paid subscription
Understanding the bill
Renewing a subscription
Adding or removing licenses
Canceling a paid subscription
Technical support
Technical support for Office 365 operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.
| Support category | Examples |
|---|---|
| Installation and setup | Exchange Online
|
| Configuration | Service configuration issues
|
Note
You can learn how to contact technical support here: Contact support.Technical support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Community.
Technical support case handling
21Vianet assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.
| Severity level | Operations and support description | Examples |
|---|---|---|
| Sev A (Critical) | One or more services aren't accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. |
|
| Sev B (High) | The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected. |
|
| Sev C (Non-critical) | The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists. |
|
Technical support initial response times
Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.
| Security level 1 | 21Vianet customer support team Initial response | Customer responsibility |
|---|---|---|
| Sev A 2 (Critical) | Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. | Provide solid business impact statement (see the severity A description and examples above); Allocate resource to ensure continues collaboration with 21Vianet customer support agent for the joint investigation and necessary communication; Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev B (High) | Initial Response: 1 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev C (Medium) | Initial Response: 3 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.
2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B.
Technical support working hours
Severity A: 24*7 continuous service
Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.
Contact support
Note
Assisted support options are for admins of Office 365 subscribed organizations only. If you use Office 365 but you're not an admin, you can still get support in the community forums, or by contacting your admin.
Open an online request
Save time by starting your service request online. In the Microsoft 365 admin center, choose Support > New service request.
Call support
Call support. If you encounter any problem with online request, phone support is available at (86) 400-089-0365.
Shared support responsibilities
21Vianet understands that receiving timely technical support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customer's IT department plays in the support of its users.
Administrator roles and responsibilities
People with administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office 365 operated by 21Vianet portal and to communicate directly with 21Vianet about Office 365 service requests.
With Office 365 you can designate several types of administrators who serve different functions. This service description uses the generic title administrator to refer to all categories of administrators. For more information about the types of administrator roles, see Assign admin roles in Office 365 for business.
The administrator is:
Responsible for service administration and account maintenance.
The primary contact that sets up and supports each service user.
Authorized to submit service requests to 21Vianet.
The administrator's role is to:
Provide user account setup and configuration to allow users access to the services.
Address client connectivity, client software, and mobility installation issues.
Address service availability issues within the customer's organizational span of control.
Use self-service support resources to resolve support issues.
The administrator is expected to provide initial assistance for the customer's users. However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should Contact support.
21Vianet support role
21Vianet's support role is to:
Troubleshoot and provide technical guidance for customer issues and escalations.
Gather and validate information related to specific service requests.
Provide issue coordination and resolution management.
Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.
Provide assistance with licensing, invoicing, and subscription inquiries.
Provide assistance with purchasing and trial inquiries.
Continually gather customer feedback on how to improve the service through surveys.
Feature availability
To view feature availability across Office 365 plans, see Office 365 Service Description
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This article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.
As an admin for Office 365 Germany, you get free access to our knowledgeable support agents for help resolving technical issues, as well as for pre-sales, account, and billing support. You can also contact us on behalf of Office 365 Germany users in your organization.
Note
All of the support options below are for Microsoft Cloud Germany. For more information about how Microsoft uses the data that you provide when you contact Microsoft Office 365 support, please see the privacy statement.
Get assisted support
Assisted support options are for admins of Office 365 Germany subscribed organizations only. If you use Office 365 Germany at work or school, but you're not an admin, you can still get support in the community forums, or by contacting your admin or IT department.
Open an online request. Save time by starting your service request online. In the admin center, choose Support > New service request. We'll help you find a solution or connect you to an expert who will contact you by email or phone.
Call support. We're here to talk. Admins, have your account details ready when you call support.
| Region | Phone number | Hours |
|---|---|---|
| Germany | 0800 589 2330 | Billing Support: German: Mon-Fri 9-5 Berlin English: Mon-Fri 9-5 Berlin Technical Support: German: 24 hours a day, 7 days a week English: 24 hours a day, 7 days a week Alternative Phone Number: 069 380 789 305 (Local call charges apply) |
| All other markets within the European Economic Area | +49 69 380 789 305 | Billing Support: German: Mon-Fri 9-5 Berlin(UTC+1) English: Mon-Fri 9-5 Berlin (UTC +1) Technical Support: German: 24 hours a day, 7 days a week English: 24 hours a day, 7 days a week Telephone support is available via international call to Germany. International call charges apply. Call charges can be avoided by submitting a support ticket through the admin center. |
Let our community help
You can also search the Office 365 for business community forums to find known issues and trending topics, or to post a new question. The community forums are monitored by trained Microsoft support agents who can help resolve your issue.
-->Summary: This article describes how you use DomainKeys Identified Mail (DKIM) with Office 365 to ensure that destination email systems trust messages sent outbound from your custom domain.
You should use DKIM in addition to SPF and DMARC to help prevent spoofers from sending messages that look like they are coming from your domain. DKIM lets you add a digital signature to outbound email messages in the message header. It may sound complicated, but it's really not. When you configure DKIM, you authorize your domain to associate, or sign, its name to an email message by using cryptographic authentication. Email systems that receive email from your domain can use this digital signature to help determine if incoming email that they receive is legitimate.
Basically, you use a private key to encrypt the header in your domain's outgoing email. You publish a public key to your domain's DNS records that receiving servers can then use to decode the signature. They use the public key to verify that the messages are really coming from you and not coming from someone spoofing your domain.
Office 365 automatically sets up DKIM for its initial 'onmicrosoft.com' domains. That means you don't need to do anything to set up DKIM for any initial domain names (for example, litware.onmicrosoft.com). For more information about domains, see Domains FAQ.
You can choose to do nothing about DKIM for your custom domain too. If you don't set up DKIM for your custom domain, Office 365 creates a private and public key pair, enables DKIM signing, and then configures the Office 365 default policy for your custom domain. While this is sufficient coverage for most Office 365 customers, you should manually configure DKIM for your custom domain in the following circumstances:
You have more than one custom domain in Office 365
You're going to set up DMARC too (recommended)
You want control over your private key
You want to customize your CNAME records
You want to set up DKIM keys for email originating out of a third-party domain, for example, if you use a third-party bulk mailer.
In this article:
How DKIM works better than SPF alone to prevent malicious spoofing in Office 365
SPF adds information to a message envelope but DKIM actually encrypts a signature within the message header. When you forward a message, portions of that message's envelope can be stripped away by the forwarding server. Since the digital signature stays with the email message because it's part of the email header, DKIM works even when a message has been forwarded as shown in the following example.
In this example, if you had only published an SPF TXT record for your domain, the recipient's mail server could have marked your email as spam and generated a false positive result. The addition of DKIM in this scenario reduces false positive spam reporting. Because DKIM relies on public key cryptography to authenticate and not just IP addresses, DKIM is considered a much stronger form of authentication than SPF. We recommend using both SPF and DKIM, as well as DMARC in your deployment.
The nitty gritty: DKIM uses a private key to insert an encrypted signature into the message headers. The signing domain, or outbound domain, is inserted as the value of the d= field in the header. The verifying domain, or recipient's domain, then use the d= field to look up the public key from DNS and authenticate the message. If the message is verified, the DKIM check passes.
Manually upgrade your 1024-bit keys to 2048-bit DKIM encryption keys
Since both 1024 and 2048 bitness are supported for DKIM keys, these directions will tell you how to upgrade your 1024-bit key to 2048. The steps below are for two use-cases, please choose the one that best fits your configuration.
- When you already have DKIM configured, you rotate bitness as follows:
- Connect to Office 365 workloads via PowerShell. (The cmdlet comes from Exchange Online.)
- And then execute the following cmdlet:
Rotate-DkimSigningConfig -KeySize 2048 -Identity {Guid of the existing Signing Config}
- Or for a new implementation of DKIM:
- Connect to Office 365 workloads via PowerShell. (This is an Exchange Online cmdlet.)
- Execute the following cmdlet:
New-DkimSigningConfig -DomainName {Domain for which config is to be created} -KeySize 2048 -Enabled $True
Stay connected to Office 365 to verify the configuration.
- Execute the cmdlet:
Get-DkimSigningConfig fl
Tip
This new 2048-bit key takes effect on the RotateOnDate, and will send emails with the 1024-bit key in the interim. After four days, you can test again with the 2048-bit key (that is, once the rotation takes effect to the second selector).
If you want to rotate to the second selector, your options are a) let the Office 365 service rotate the selector and upgrade to 2048-bitness within the next 6 months, or b) after 4 days and confirming that 2048-bitness is in use, manually rotate the second selector key by using the appropriate cmdlet listed above.
Steps you need to do to manually set up DKIM in Office 365
To configure DKIM, you will complete these steps:
Publish two CNAME records for your custom domain in DNS
For each domain for which you want to add a DKIM signature in DNS, you need to publish two CNAME records.
Run the following commands to create the selector records:
Create CNAMEs referenced in Get-DkimSigningConfig output
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Office 365 performs automatic key rotation using the two records that you establish. If you have provisioned custom domains in addition to the initial domain in Office 365, you must publish two CNAME records for each additional domain. So, if you have two domains, you must publish two additional CNAME records, and so on.
Use the following format for the CNAME records.
Important
If you are one of our GCC High customers, we calculate domainGuid differently! Instead of looking up the MX record for your initialDomain to calculate domainGuid, instead we calculate it directly from the customized domain. For example, if your customized domain is 'contoso.com' your domainGuid becomes 'contoso-com', any periods are replaced with a dash. So, regardless of what MX record your initialDomain points to, you'll always use the above method to calculate the domainGuid to use in your CNAME records.
Where:
For Office 365, the selectors will always be 'selector1' or 'selector2'.
domainGUID is the same as the domainGUID in the customized MX record for your custom domain that appears before mail.protection.outlook.com. For example, in the following MX record for the domain contoso.com, the domainGUID is contoso-com:
initialDomain is the domain that you used when you signed up for Office 365. Initial domains always end in onmicrosoft.com. For information about determining your initial domain, see Domains FAQ.
For example, if you have an initial domain of cohovineyardandwinery.onmicrosoft.com, and two custom domains cohovineyard.com and cohowinery.com, you would need to set up two CNAME records for each additional domain, for a total of four CNAME records.
Note
It's important to create the second record, but only one of the selectors may be available at the time of creation. In essence, the second selector might point to an address that hasn't been created yet. We still recommended that you create the second CNAME record, because your key rotation will be seamless and you won't need to do any manual steps yourself.
Enable DKIM signing for your custom domain in Office 365
Once you have published the CNAME records in DNS, you are ready to enable DKIM signing through Office 365. You can do this either through the Microsoft 365 admin center or by using PowerShell.
To enable DKIM signing for your custom domain through the admin center
Sign in to Office 365 with your work or school account.
Select the app launcher icon in the upper-left and choose Admin.
In the lower-left navigation, expand Admin and choose Exchange.
Go to Protection > dkim.
Select the domain for which you want to enable DKIM and then, for Sign messages for this domain with DKIM signatures, choose Enable. Repeat this step for each custom domain.
To enable DKIM signing for your custom domain by using PowerShell
Connect to Exchange Online PowerShell.
Run the following command:
Where domain is the name of the custom domain that you want to enable DKIM signing for.
For example, for the domain contoso.com:
To Confirm DKIM signing is configured properly for Office 365
Wait a few minutes before you follow these steps to confirm that you have properly configured DKIM. This allows time for the DKIM information about the domain to be spread throughout the network.
Send a message from an account within your Office 365 DKIM-enabled domain to another email account such as outlook.com or Hotmail.com.
Do not use an aol.com account for testing purposes. AOL may skip the DKIM check if the SPF check passes. This will nullify your test.
Open the message and look at the header. Instructions for viewing the header for the message will vary depending on your messaging client. For instructions on viewing message headers in Outlook, see View e-mail message headers.
The DKIM-signed message will contain the host name and domain you defined when you published the CNAME entries. The message will look something like this example:
Look for the Authentication-Results header. While each receiving service uses a slightly different format to stamp the incoming mail, the result should include something like DKIM=pass or DKIM=OK.
To configure DKIM for more than one custom domain in Office 365
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If at some point in the future you decide to add another custom domain and you want to enable DKIM for the new domain, you must complete the steps in this article for each domain. Specifically, complete all steps in What you need to do to manually set up DKIM in Office 365.
Disabling the DKIM signing policy for a custom domain in Office 365
Disabling the signing policy does not completely disable DKIM. After a period of time, Office 365 will automatically apply the default Office 365 policy for your domain. For more information, see Default behavior for DKIM and Office 365.
To disable the DKIM signing policy by using Windows PowerShell
Connect to Exchange Online PowerShell.
Run one of the following commands for each domain for which you want to disable DKIM signing.
For example:
Or
Where number is the index of the policy. For example:
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Default behavior for DKIM and Office 365
If you do not enable DKIM, Office 365 automatically creates a 1024-bit DKIM public key for your default domain and the associated private key which we store internally in our datacenter. By default, Office 365 uses a default signing configuration for domains that do not have a policy in place. This means that if you do not set up DKIM yourself, Office 365 will use its default policy and keys it creates in order to enable DKIM for your domain.
Also, if you disable DKIM signing after enabling it, after a period of time, Office 365 will automatically apply the Office 365 default policy for your domain.
In the following example, suppose that DKIM for fabrikam.com was enabled by Office 365, not by the administrator of the domain. This means that the required CNAMEs do not exist in DNS. DKIM signatures for email from this domain will look something like this:
In this example, the host name and domain contain the values to which the CNAME would point if DKIM-signing for fabrikam.com had been enabled by the domain administrator. Eventually, every single message sent from Office 365 will be DKIM-signed. If you enable DKIM yourself, the domain will be the same as the domain in the From: address, in this case fabrikam.com. If you don't, it will not align and instead will use your organization's initial domain. For information about determining your initial domain, see Domains FAQ.
Set up DKIM so that a third-party service can send, or spoof, email on behalf of your custom domain
Some bulk email service providers, or software-as-a-service providers, let you set up DKIM keys for email that originates from their service. This requires coordination between yourself and the third-party in order to set up the necessary DNS records. No two organizations do it exactly the same way. Instead, the process depends entirely on the organization.
An example message showing a properly configured DKIM for contoso.com and bulkemailprovider.com might look like this:
In this example, in order to achieve this result:
Bulk Email Provider gave Contoso a public DKIM key.
Contoso published the DKIM key to its DNS record.
When sending email, Bulk Email Provider signs the key with the corresponding private key. By doing so, Bulk Email Provider attached the DKIM signature to the message header.
Receiving email systems perform a DKIM check by authenticating the DKIM-Signature d=<domain> value against the domain in the From: (5322.From) address of the message. In this example, the values match:
sender@contoso.com
d=contoso.com
Next steps: After you set up DKIM for Office 365
Although DKIM is designed to help prevent spoofing, DKIM works better with SPF and DMARC. Once you have set up DKIM, if you have not already set up SPF you should do so. For a quick introduction to SPF and to get it configured quickly, see Set up SPF in Office 365 to help prevent spoofing. For a more in-depth understanding of how Office 365 uses SPF, or for troubleshooting or non-standard deployments such as hybrid deployments, start with How Office 365 uses Sender Policy Framework (SPF) to prevent spoofing. Next, see Use DMARC to validate email in Office 365. Anti-spam message headers includes the syntax and header fields used by Office 365 for DKIM checks.