Self-Serve Portals for
IT Admins
Microsoft Hardware Support Portal on
M365 Admin Center (HSP)
Microsoft Hardware
Support Portal
Microsoft hardware
support portal
Seamless device repair for one or multiple devices using M365
Warranty lookup allows you to upload serial numbers see all your
devices at a glance
Bulk service ordering capability gives the ability to do multiple
repairs in one place for advance exchange warranty returns
Overview page gives a live view of your repairs and service
requests, including current status, and history
Service support allows you look up information about your
devices and accessories, and create a service request without
having to pick up the phone
Helpful resources gives you everything you need to know about your
surface device and working in M365 and the latest news on Surface
Hardware warranty specialist and admin roles specifically
designed so IT technicians can manage their own repair and
returns
Overview Dashboard
Get a centralized view of hardware service
requests, and resources for support &
troubleshooting
Warranty Exchange Request
View the status of your Surface device
repairs in one location and ability to
export the detail to your local device
Warranty Lookup
Upload device SNs to gain insight
on device warranties and initiate
service request by choosing the
devices
Support Requests
Raise and monitor your Surface
support requests from one
consolidated view
Microsoft Hardware Support Overview
Getting Started
Log into Admin 365 Portal
• Customer with existing credential can login
(No separate credential required for Microsoft hardware
portal)
Go to the left menu bar
• Click “Support” then “Microsoft hardware
support”
• Three tabs will appear on the right –
Overview, Warranty and Repair
Overview Page
Overview page allows you to start a new repair
request
This page also shows the status of your repair
requests for standard and advance exchange
orders including:
• Details of return process for devices
• Tracking numbers for devices in transit
• Cancelled repair orders
• Details for all requests
New Repair Request
• A new repair request can be completed
using this link for one, or multiple repairs
• Going into this link will start the repair
request process
• The repair request is a self-serve tool for
hardware returns for devices either:
• Under warranty (advance)
• Not under warranty (standard)
• A user can start a new repair from the
Overview, Warranty or Repair pages
Note: How to process the repair request is provided in more details in the
proceeding section
Resources and FAQs
The resource page shows helpful tools and
FAQs to manage your devices including:
• Diagnostics toolkit
• Repair request user guides
• Service guide for Surface
• Training for the Hardware Support Portal
• Tips for working in the M365 portal
• Warranty information
• The latest news on Surface
Warranty Page
You can upload serial numbers to view device
warranties, for one device, or multiple devices using
the import feature
This page allows you to see everything about your
device warranty including:
• Time left on the warranty
• Coverage type
• Standard hardware warranty
• Advance exchange warranty
• Purchased add on warranty
• Exchange type
• Advance exchnage eligible are devices under
warranty
• Standard exchanges are devices not under
warranty or same unit repair eligible
From this page you can also chose the devices to start
a service or repair order
Repair Page
The repair page shows detailed information for your
repairs for open, closed and canceled returns
• Click the repair ID number to see detailed
information on the repair including:
• Detailed information on the return
• Status of the return
• Warranty information
• Device tracker
• User can filter the repair request by type
(Open/close/ standard/advance)
• User can export a list of repairs to a CSV file
• A new repair request can be started from this
screen
New Repair Request
Add devices:
• Choose whether to submit one
device or upload multiple devices
(using CSV upload)
Tell us about the issue:
• Based on the issue, and if under
warranty an offer will be
displayed
• Advance exchanges can be
done in bulk
• Standard exchanges must be
done separately
Confirm your shipping address:
• Chose a shipping address or add
a new address
• Add Tax or VAT ID (for European
customers), if applicable
Submit your repair request:
• Shows instructions for return
• Billing address
• Mailing address
• Details of return
Support Requests
Getting help for your devices is easy using the support request feature
Access help and Support:
• Use the link on the bottom right
of your screen to access help and
support
Add serial number to get to the
right help and support:
• View insights on your device
• Search help online
• Get help from a customer service
representative by contacting
support
Contact support:
• Add information about the
device including the issue
• Select how you would like to be
contacted
• Submit support request
• Customer care will contact you
directly
Create a support request directly
from the warranty page:
• See which devices are still under
warranties
• You can create a support request
for one or multiple devices
Print shipping labels
Get shipping label reprints of Advance exchange orders through the portal
Reprinting your shipping label is easy using this
feature
• Go to the repair page that shows all repair
orders
• Select order in which you wish to reprint labels
• Fly out screen will show all devices associated
with the exchange order
• Download one label, or select print all button to
print all labels associated with exchange
Information about your repair's status can be
viewed by clicking on the serial number
System requirements
To use Microsoft Hardware Support Portal, customers will
be required to have a M365 account.
Access
You may already have access to this platform if you have
an Intune account. Click the support node on the left side
of the platform and look for Microsoft Hardware Support.
Assign user roles
Follow the instructions below to assign user roles to you
and your team and start using the platform!
How can customers
get started?
Please view the Microsoft Hardware Support Demo to see
what it can do for your business
Availability
If you do not yet have access to the portal, please sign in
to your M365 Admin Center and then register to use the
platform by using the following link here.
Global Admin: How to Add a
User?
Getting Access to M365 Admin
These are the steps to obtain user access
1. Go to M365 Admin Center homepage,
choose Users in the left-hand navigation
under users, choose Active users
2. Located in the options bar, choose Filter
3. Chose Global Admins from the filter list
4. Choose a user by clicking on their display
name to view account details, including their
email address
5. Email your global admin for access
Please visit Overview of the Microsoft 365 admin center for more information. See image to the right on where to
go for specifics on admin role details.
User Roles and Access Level
View Service Requests
Create/Manage Device
Replacement Request
Add/Edit/Delete Ship to
Address
Global Admin
Need global access to management
features and data
Yes Yes Yes
Service Support Admin
Users who need to open or manage service requests and view or
share message center posts
Yes Yes X
Billing Admin
Users who need to make purchases, manage
subscriptions,
manage support tickets, and monitor service
health
Yes Yes Yes
Global Reader Admin
Users who need to view admin features and settings in
the
admin center that the global admin can view
Yes X X
Microsoft Hardware Warranty Administrator
IT professionals who need global access to all features and data
Yes Yes Yes
Microsoft Hardware Warranty Specialist
IT professionals who need to create and manage repair and
support tickets
Yes
(Can view their own
requests)
Yes X
Roles available in M365
Add a User
Set up the basic info
• Fill out basic information
• Choose automatically create a
password or create your own
• Select if they create their own
password or have one emailed
Fill in Profile information
• Review information entered for the
new user's profile
• Review all information before
adding admin user
• Hit next, then add user
Assign product licenses
• Select location of the country in
which the Service support
admin or Billing admin
• Under Licenses, choose Create
user without product license
Optional settings
• Under optional
settings, choose Roles
• Use dropdown to choose the role
for the user
Log in to M365, choose Home in the left-hand navigation, then under user management, chose add user to begin
