Web resources for end users:
Searchable How-To center for Outlook Live
http://help.outlook.com
Microsoft technical community devoted to Outlook Live
http://outlookliveanswers.com
Support center for Outlook Live
https://eduadmin.live.com/Support.aspx
Microsoft resources for IT Professionals
http://technet.microsoft.com
Microsoft technical communities provide opportunities to interact with Microsoft employees, experts, and your peers in order to share knowledge and news about Microsoft products and related technologies
http://www.microsoft.com/communities/default.mspx
Additional web resources for administrators:
Your central location for managing the Student Tenant (GAL) for Outlook Live
https://my.liveatedu.com
Live@edu is Supported by both Microsoft Premier Support and the KETS Service Desk - For detailed information on the support process, please see pages 17 -23 in the District Operations Guide (DOG).
Microsoft Premier Support for Live@edu
For assistance with the following issues, please contact Microsoft Premier Support:
- Issues accessing Outlook.com
- Issues with the Exchange Control Panel
- Anything pertaining to help.outlook.com
- Email delays / delivery latency
- Email NDRs
- Errors on export
- Issues logging in via the Outlook 2007/2010 client
Phone Support: (800) 936-3100
Note: Premier support requires you to provide a Premier Access ID. Each district has one ID. If you cannot remember your Access ID, please contact your KETS Engineer. ANY DISTRICT THAT OPENS A PREMIER CASE FOR A PRODUCT OTHER THAN LIVE@EDU MAY BE SUBJECT TO FINANCIAL CHARGES APPLIED BY MICROSOFT
If you have already filed a support ticket and feel that you have not received a timely response or if you would like a status update please contact edues@microsoft.com (English only).
Please refer all single user issues that involve Windows Live services to http://support.live.com
Incident Severity Definition
Once an issue (called a support incident) has been submitted to Microsoft, it will be assigned a severity level based on the Severity definitions listed in the distrit operations guide (DOG).
KETS Service Desk Support
Some functions of the Live@edu service have been customized for Kentucky K-12. Support for those functions will be handled by the KETS Service Desk.
For assistance with the following issues, please contact the KETS Service Desk:
- Active Directory issues
- Mailbox creation/provisioning errors
- KETS Control Panel issues
- If you're not sure whether vendor documentation is correct, Microsoft or otherwise, for a particular task
- Any questions regarding the support of Live@edu, documentation in the DOG, or questions regarding this support page.
KETS Service Desk Phone:
(502) 564-2002 (local)
(866) 538-7435 (toll free)
ketshelp@education.ky.gov
Web Support Form
Remedy Mid-Tier System