Skip to content
  • There are no suggestions because the search field is empty.

How to check Microsoft Service Health before contacting support

Ensure your issue is not caused by a Microsoft service outage before creating a support ticket.

1. Overview

Before contacting Involv support, it is important to verify whether the issue you are experiencing is not caused by Microsoft 365 or SharePoint Online itself. Many intranet-related problems originate from temporary Microsoft service disruptions rather than from Involv.

Microsoft provides Service Health status pages that show active incidents and advisories. However, some of these pages are only accessible within your own Microsoft 365 tenant and require IT administrator permissions.

This article explains which checks to perform, where to find the correct status information, and when it is appropriate to contact Involv support.

2. What you’ll learn

  • Why checking Microsoft Service Health is required before contacting support

  • Which Microsoft status pages are available and what their limitations are

  • Who can access tenant-specific Microsoft Service Health information

  • How to decide whether to contact IT or Involv support

  • Where to check the Involv platform status

3. Step-by-step: checking Microsoft Service Health

Step 1: Understand the responsibility split

When something is not working as expected in your intranet, the cause usually falls into one of three categories:

  • A local or configuration issue within your organization

  • A Microsoft 365 / SharePoint Online service issue

  • An Involv platform issue

Before creating an Involv support ticket, Microsoft-related issues must be ruled out.

Step 2: Check Microsoft Service Health (tenant-specific)

The most reliable Microsoft status information is available inside your own Microsoft 365 tenant:

  • Microsoft 365 Admin Center → Health → Service health

  • This view shows tenant-specific incidents and advisories

  • Access is limited to Global Admins or Service Admins

Important:

  • Internal Communication Managers usually do not have access

  • You will need to ask IT to confirm whether there is an active Microsoft issue

Microsoft documentation (reference):
https://learn.microsoft.com/en-gb/microsoft-365/enterprise/view-service-health?view=o365-worldwide

Email template to IT

Subject: Request to check Microsoft 365 Service Health for active issues

Email body:

Hello,

We are currently experiencing an issue in our intranet / Microsoft 365 environment and would like to verify whether this is caused by an active Microsoft service incident.

Could you please check the Microsoft 365 Admin Center → Health → Service health for our tenant and confirm:

  • Whether there is an active incident or advisory

  • Which services are affected (e.g. SharePoint Online, Teams, Exchange)

  • The current status and estimated resolution time (if applicable)

https://learn.microsoft.com/en-gb/microsoft-365/enterprise/view-service-health?view=o365-worldwide

This information is required before we can proceed with further troubleshooting or contact external support.

Thank you in advance for your help.

Kind regards,
[Your name / team]

 

 

Step 3: Use public Microsoft status pages (context only)

Microsoft also provides a public status page:
https://status.cloud.microsoft/

Please note:

  • This page is not tenant-specific

  • It provides high-level information only

  • It should be used as context, not as final confirmation

Step 4: Check the Involv platform status

In addition to Microsoft status, you should always verify whether there is an active Involv incident.

  • The Involv status page shows platform availability and incidents

  • This helps determine whether the issue is Involv-related or external

(If applicable, this page is also available in the Involv Manager under the Status menu.)

https://knowledge.involv-intranet.com/involv-status

5. When to contact Involv support

You should create an Involv support ticket only if:

  • IT confirms there is no active Microsoft Service Health issue, and

  • The problem persists and appears to be related to Involv functionality

When submitting a ticket, it is recommended to mention:

  • That Microsoft Service Health has been checked

  • Whether IT confirmed no active Microsoft incident

This helps speed up investigation and resolution.

6. Best practice recommendation

We strongly recommend:

  • Displaying Microsoft Service Health information inside Involv Manager (for visibility)

  • Mentioning this check explicitly on the support ticket creation page

  • Clearly stating that additional IT permissions are required to view Microsoft Service Health

This avoids unnecessary tickets and ensures faster, more accurate support handling.