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Microsoft will provide proactive and reactive incident management. Microsoft tracks incidents in the Microsoft Managed Desktop admin portal. They are classified according to [severity definitions](../working-with-managed-desktop/admin-support.md#sev).
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Microsoft will provide proactive and reactive incident management.
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Customers can contact Microsoft Managed Desktop operations for:
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- Information requests on the Microsoft Managed Desktop tenant or configuration
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- Change requests to the configuration of Microsoft Managed Desktop devices
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- Reporting an incident or outage
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## What's included?
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Microsoft Managed Desktop support includes:
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Microsoft tracks incidents in the Microsoft Managed Desktop Admin portal. They're classified according to the [severity definitions](../working-with-managed-desktop/admin-support.md#support-request-severity-definitions).
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- A team of engineers dedicated to Microsoft Managed Desktop devices
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- Support options for users with Microsoft Managed Desktop devices
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- Grants limited administrative access to Microsoft Managed Desktop devices for engineers managing Microsoft Managed Desktop devices
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Supported products:
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- Windows 10 with Microsoft Defender for Endpoint
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- These Microsoft 365 Apps for enterprise apps: Outlook, Word, PowerPoint, Excel, Skype for Business client, Microsoft Teams
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- Microsoft Store for Business
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- OneDrive client
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Customers can contact Microsoft Managed Desktop operations for:
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Support details:
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- Information requests on the Microsoft Managed Desktop tenant or configuration.
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- Change requests to the configuration of Microsoft Managed Desktop devices.
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- Reporting an incident or outage.
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- Current: United States, Canada (excluding Quebec), United Kingdom, Belgium, Luxembourg, the Netherlands, Australia, and New Zealand (24x7x365)
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- English is the only supported language for phone and chat conversations with customers
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- We are partnering with, not replacing, your corporate helpdesk; line-of-Business (LOB) apps, network resources, etc. are still handled by your helpdesk
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- Microsoft Managed Desktop devices in the "Test" group and devices not part of Microsoft Managed Desktop are out of scope
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## What's included?
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| Support for | Includes |
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| ------ | ------ |
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| Microsoft Managed Desktop | <ul><li>A team of engineers dedicated to Microsoft Managed Desktop devices.</li><li>Support options for users with Microsoft Managed Desktop devices.</li><li>Grants limited administrative access to Microsoft Managed Desktop devices for engineers managing Microsoft Managed Desktop devices.</li></ul> |
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| Products | <ul><li>Windows 10 with Microsoft 365 Defender for Endpoint.</li><li>The following Microsoft 365 Apps for Enterprise apps: Outlook, Word, PowerPoint, Excel, Skype for Business client, Microsoft Teams.</li><li>Microsoft Store for Business.</li><li>OneDrive client.</li></ul> |
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| Geography | Currently, the United States, Canada (excluding Quebec), United Kingdom, Belgium, Luxembourg, the Netherlands, Australia, and New Zealand (24x7x365) are supported. |
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| Language |English is the only supported language for phone and chat conversations with customers. |
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| HelpDesk | We're partnering with, not replacing, your corporate helpdesk; line-of-Business (LOB) apps, network resources, etc. are still handled by your helpdesk. |
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| Test group and other devices | Microsoft Managed Desktop devices in the "Test" group and devices not part of Microsoft Managed Desktop are out of scope. |
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## Related topics
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## Related articles
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-[Learn how IT administrators can get support](../working-with-managed-desktop/admin-support.md)
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-[Learn how users can get support](../working-with-managed-desktop/end-user-support.md)
# How updates are handled in Microsoft Managed Desktop
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<!--This topic is the target for a "Learn more" link in the Admin Portal (aka.ms/update-rings); do not delete.-->
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<!--Update management -->
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Microsoft Managed Desktop connects all devices to a modern cloud-based infrastructure. Keeping Windows, Office, drivers, firmware, and Microsoft Store for Business applications up to date is a balance of speed and stability. We use update groups to ensure operating system updates and policies are rolled out in a safe manner. For more information, see the video [Microsoft Managed Desktop Change and Release Process](https://www.microsoft.com/videoplayer/embed/RE4mWqP).
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Microsoft Managed Desktop connects all devices to a modern cloud-based infrastructure.
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Updates released by Microsoft are cumulative and are categorized as quality or feature updates.
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For more information, see [Windows Update for Business: Update types](/windows/deployment/update/waas-manage-updates-wufb#update-types).
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Keeping Windows, Office, drivers, firmware, and Microsoft Store for Business applications up to date is a balance of speed and stability. We use update groups to ensure operating system updates and policies are rolled out in a safe manner. For more information, see the video [Microsoft Managed Desktop Change and Release Process](https://www.microsoft.com/videoplayer/embed/RE4mWqP).
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## Update groups
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Updates released by Microsoft are cumulative and are categorized as quality or feature updates. For more information, see [Windows Update for Business: Update types](/windows/deployment/update/waas-manage-updates-wufb#update-types).
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## Update groups
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Microsoft Managed Desktop uses four Azure AD groups to manage updates:
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-**Test**: Used to validate Microsoft Managed Desktop policy changes, operating system updates, feature updates, and other changes pushed to the Azure AD organization ("tenant"). Best for testing or users who can provide early feedback. The test group is exempt from any established service level agreements and user support. This group is available for use to validate compatibility of applications with new policy or operating system changes.
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-**First**: Contains early software adopters and devices that could be subject to pre-release updates. Devices in this group might experience outages if there are scenarios that were not covered during testing in the test ring.
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-**Fast**: Prioritizes speed over stability. Useful for detecting quality issues before they are offered to the Broad group. This group serves as a next layer of validation but is typically more stable than the Test and First groups.
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-**Broad**: Last group to have feature and quality updates available. This group contains most of users in the Azure AD organization, and therefore favors stability over speed in deployment. Testing of apps should be done here as the environment is most stable.
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| Group | Description |
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| ------ | ------ |
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| Test | Used to validate Microsoft Managed Desktop policy changes, operating system updates, feature updates, and other changes pushed to the Azure AD organization ("tenant"). The Test group is: <ul><li>Best for testing or users who can provide early feedback.</li><li>Exempt from any established service level agreements and user support.</li><li>Available to validate compatibility of applications with new policy or operating system changes.</li></ul> |
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| First | Contains early software adopters and devices that could be subject to pre-release updates. <br><br> Devices in this group might experience outages if there are scenarios that weren't covered during testing in the test ring. |
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| Fast | Prioritizes speed over stability. The Fast group is: <ul><li>Useful for detecting quality issues before they're offered to the Broad group.</li> <li>The next layer of validation, and is typically more stable than the Test and First groups.</li></ul> |
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| Broad | This group is the last group to have feature and quality updates available. <br><br> The Broad group contains most of users in the Azure AD organization, and therefore favors stability over speed in deployment. Testing of apps should be done with this group because the environment is the most stable. |
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### Moving devices between update groups
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You might want some devices to receive updates last and others that you want to go first. To move these devices into the appropriate update group, see [Assign devices to a deployment group](../working-with-managed-desktop/assign-deployment-group.md).
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For more information on roles and responsibilities within these deployment groups, see [Microsoft Managed Desktop Roles and responsibilities](../intro/roles-and-responsibilities.md)
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### Using Microsoft Managed Desktop update groups
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### Using Microsoft Managed Desktop update groups
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There are parts of the service that you manage, like app deployment, where it might be necessary to target all managed devices.
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## How update deployment works:
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1. Microsoft Managed Desktop deploys a new feature or quality update according to the schedule specified in the following table.
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2. During deployment, Microsoft Managed Desktop monitors for signs of failure or disruption based on diagnostic data and the user support system. If any are detected, we immediately pause the deployment to all current and future groups.
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- Example: If an issue is discovered while deploying a quality update to the First group, then update deployments to First, Fast, and Broad will all be paused until the issue is mitigated.
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- You can report compatibility issues by filing a ticket in the Microsoft Managed Desktop Admin portal.
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- Feature and quality updates are paused independently. Pause is in effect for 35 days by default, but can be reduced or extended depending on whether the issue is mitigated.
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3. Once the groups are unpaused, deployment resumes according to the schedule in the table.
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4. Users are empowered to respond to restart notifications for a set period (known as the deadline and measured from the time the update is offered to the device), during which time the device will only automatically restart outside active hours. After this period expires, the deadline has been reached and the device will restart at the next available opportunity, regardless of active hours. The deadline for quality updates is three days; for feature updates it is five days.
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This deployment process applies to both feature and quality updates, though the timeline varies for each.
| Step 1 | Microsoft Managed Desktop deploys a new feature or quality update according to the schedule specified in the following table.|
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| Step 2 | During deployment, Microsoft Managed Desktop monitors for signs of failure, or disruption based on diagnostic data and the user support system. If any are detected, we immediately pause the deployment to all current and future groups.<br><br> For example, if an issue is discovered while deploying a quality update to the First group, then update deployments to First, Fast, and Broad groups will be paused until the issue is mitigated. <br><br> You can report compatibility issues by filing a ticket in the Microsoft Managed Desktop Admin portal. <br><br> Feature and quality updates are paused independently. The pause is in effect for 35 days by default. However, it can be reduced or extended depending on whether the issue is mitigated. |
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| Step 3 | Once the groups are unpaused, deployment resumes according to the schedule in the table. |
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| Step 4| Users are empowered to respond to restart notifications for a set period. This period is known as the deadline, and it's measured from the time the update is offered to the device. <br><br> During this time, the device will only automatically restart outside active hours. After this period expires, the deadline has been reached and the device will restart at the next available opportunity, regardless of active hours. <br><br> The deadline for quality updates is three days; for feature updates it's five days. |
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> [!NOTE]
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> This deployment process applies to both feature and quality updates, though the timeline varies for each.
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## Deployment settings
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Update deployment settings listed below:
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| Update type | Test | First | Fast | Broad |
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| ------ | ------ | ------ | ------ | ------ |
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| Quality updates for operating system | Zero days | Zero days | Zero days | Seven days |
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| Feature updates for operating system | Zero days | 30 days | 60 days | 90 days |
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| Drivers/firmware | Follows the schedule for quality updates. | Follows the schedule for quality updates. | Follows the schedule for quality updates. | Follows the schedule for quality updates. |
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| Anti-virus definition | Updated with each scan. | Updated with each scan. | Updated with each scan. | Updated with each scan. |
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| Microsoft 365 Apps for Enterprise |[Learn more](../get-started/m365-apps.md#updates-to-microsoft-365-apps)|[Learn more](../get-started/m365-apps.md#updates-to-microsoft-365-apps)|[Learn more](../get-started/m365-apps.md#updates-to-microsoft-365-apps)|[Learn more](../get-started/m365-apps.md#updates-to-microsoft-365-apps)|
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| Microsoft Edge |[Learn more](../get-started/edge-browser-app.md#updates-to-microsoft-edge)|[Learn more](../get-started/edge-browser-app.md#updates-to-microsoft-edge)|[Learn more](../get-started/edge-browser-app.md#updates-to-microsoft-edge)|[Learn more](../get-started/edge-browser-app.md#updates-to-microsoft-edge)|
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| Microsoft Teams |[Learn more](../get-started/teams.md#updates)|[Learn more](../get-started/teams.md#updates)|[Learn more](../get-started/teams.md#updates)|[Learn more](../get-started/teams.md#updates)|
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>[!NOTE]
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>These deferral periods are intentionally designed to ensure high security and performance standards for all users. Furthermore, based on data gathered across all Microsoft Managed Desktop devices and the varying scope and impact of updates, Microsoft Managed Desktop reserves flexibility to modify the length of the above deferral periods for any and all deployment groups on an ad hoc basis.
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>These deferral periods are intentionally designed to ensure high security and performance standards for all users.<br><br> Based on data gathered across all Microsoft Managed Desktop devices and the varying scope and impact of updates, Microsoft Managed Desktop reserves flexibility to modify the length of the above deferral periods for any and all deployment groups on an ad hoc basis.
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>Microsoft Managed Desktop conducts an independent assessment of each Windows feature release to evaluate its necessity and usefulness to its managed tenants. Consequently, Microsoft Managed Desktop might or might not deploy all Windows feature updates.
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>Microsoft Managed Desktop conducts an independent assessment of each Windows feature release to evaluate its necessity and usefulness to its managed tenants. Consequently, Microsoft Managed Desktop might or might not deploy all Windows feature updates.
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## Windows Insider Program
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Microsoft Managed Desktop does not support devices that are part of the Windows Insider program. The Windows Insider program is used to validate pre-release Windows software and is intended for devices that aren't mission critical. While it's an important Microsoft initiative, it's not intended for broad deployment in production environments.
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Microsoft Managed Desktop doesn't support devices that are part of the Windows Insider program.
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The Windows Insider program is used to validate pre-release Windows software. It's intended for devices that aren't mission critical. While it's an important Microsoft initiative, it's not intended for broad deployment in production environments.
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Any devices found with Windows Insider builds might be put into the Test group and will be exempt from update service level agreements and user support from Microsoft Managed Desktop.
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Any devices found with Windows Insider builds might be put into the Test group. These devices will be exempt from update service level agreements and user support from Microsoft Managed Desktop.
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@@ -17,15 +17,15 @@ You can submit support tickets or feedback requests to Microsoft using the Micro
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## Open a new support request
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Support requests are triaged and managed according to severity outlined in the [severity definition table](#sev). Feedback is reviewed and a response provided where requested.
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Support requests are triaged and managed according to severity outlined in the [severity definition table](#support-request-severity-definitions). Feedback is reviewed and a response provided where requested.
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**To open a new support request:**
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1. Sign in to [Microsoft Endpoint Manager](https://endpoint.microsoft.com/) and navigate to the **Tenant administration** menu.
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2. In the **Microsoft Managed Desktop** section, select **Service requests**.
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3. In the **Service requests** section, select **+ New support request**.
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4. Select the **Request type** that matches the help you need. The table below outlines the options.
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5. Select the **Severity** level. For more information, see [Support request severity definitions](#sev).
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5. Select the **Severity** level. For more information, see [severity definition table](#support-request-severity-definitions).
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6. Provide as much information about the request as possible to help the team respond quickly. Depending on the type of request, you may be required to provide different details.
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7. Review all the information you provided for accuracy.
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8. When you're ready, select **Create**.
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When you're the primary contact on for a support request, you'll receive an email from Microsoft Managed Desktop Operations. The email will ask about your experience after your issue has been resolved. Feedback is actively monitored and shared with engineering to improve the service and prioritize future features. Be sure to focus on your experience and not include personal information in the feedback form. For more information about privacy, see the [Microsoft Privacy Statement](https://privacy.microsoft.com/privacystatement).
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<spanid="sev" />
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## Support request severity definitions
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The initial response time is the period from when you submit your support request until a Microsoft Managed Desktop engineer contacts you, and starts working on your support request. The initial response time varies with the business impact of the request. It's based on the severity of the request.
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