Surface Support Portal delivers significant time savings for IT admins

Microsoft

Sep 18, 2024

Microsoft is streamlining the support experience for Surface Commercial users by transitioning from the traditional Services Hub to a modern, consolidated support system. The new Surface Support Portal, accessible via the Microsoft 365 admin center enables IT admins to manage all Surface devices from a single platform. This eliminates the need for additional tools, allowing admins to quickly access warranty information, create support requests and manage repairs—all without contacting Microsoft Support. The result: A more efficient, convenient and time-saving solution tailored to meet the needs of IT teams.

For a quick overview, check out the video:

Complete support solution: Surface Support Portal vs. Services Hub

The Surface Support Portal packs a host of features that greatly exceeds the capabilities of the Services Hub – Support for business site, ensuring a seamless transition while offering enhanced support, increased functionality and improved efficiency.

Feature	Surface Support Portal	Services Hub
Self-serve capabilities	Yes	No
Track service & support order history	Yes	No
Access to Surface technicians	Yes	Yes
View warranty status	Yes	No
Secure authentication	Yes	No
Access to Support tools	Yes	No
Support via chat	Yes	No
Role-based access control	Yes	No
AI-enabled self-help	Yes	No
Platform	Microsoft 365 Admin Center	Microsoft 365 Admin Center

How can the Surface Support Portal help you?

Simplify management: Streamline device support and reduce the time needed to manage your Surface fleet with centralized tools. A single portal helps you track repairs, and monitor device warranty, eliminating the need to switch between multiple platforms or tools for different tasks.
Monitor & manage: Gain full visibility into your support requests with Microsoft. Track ticket status and download shipping labels. Stay updated on new device serial numbers for exchanges to help track newly assigned devices and maintain accurate inventory records.
Bulk device repair & exchange orders: Handle up to 100 devices in a single service order workflow, saving time and effort by processing hardware repairs, battery replacements, damage claims, and related tasks — all while accommodating various warranty types and service agreements.
Enhance security & efficiency: Secure access to your devices, service, and support using Microsoft 365 authentication and validation for added protection. For example, ensure that only authorized IT admins can access device management features and support requests by using multifactor authentication (MFA) and role-based access controls.
Maximize budget & resources: Quickly identify which devices are covered under warranty to avoid unnecessary expenses and delays for service and support. For example, prioritize repairs or replacements for in-warranty devices and avoid paying out-of-pocket for repairs that are still covered under manufacturer or extended warranties.
AI-enabled self-help: Utilize AI for problem-specific recommendations and step-by-step troubleshooting guidance to help Surface users resolve common technical issues.

Customers using Microsoft Intune can take advantage of all the capabilities discussed above, along with additional insights, through the Surface Management Portal. For all other customers, the Surface Support Portal represents a leap forward in access to support and management of your Surface fleet. For more information on how to access Surface Support Portal and the Surface Management Portal, follow the links below. Sign up today and simplify the management of your Surface devices with streamlined support and enhanced control.

Customers with an existing Microsoft 365 subscription can access the Surface Support Portal via the Surface support page. For those without a Microsoft tenant, a new tenant can be created for free with no attached products required to gain access to the Surface Support Portal. To learn more, see Surface Support Portal overview - Surface | Microsoft Learn.