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Office 365 Project

Technical Support for UVA Faculty & Staff

UPN Change on May 17 Will Affect Office 365 Document Sharing

On May 17, 2018, ITS is changing the User Principal Name (UPN) for UVA Gmail users, HSTS, Law, McIntire, and Darden Office 365 tenant users. Prior to May 17, 2018, when receiving files from users of the ITS-provided Office 365 tenant via OneDrive, SharePoint Online, Groups, or Teams, users in the above groups would normally sign in using and their Eservices password.

Starting May 17, users in the above groups should sign in using and their Eservices account password (no change), to access these shared files.

If a user who does not have an account on the ITS-provided Office 365 tenant has trouble accessing a shared document, or accessing links to Groups or Teams, that they were able to prior to May 17, 2018, the person on the ITS-provided Office 365 tenant who shared the document with them may need to share the document with the user again.

Office 365 help is provided by ITS's vendor partner, Evolve 365.

Support Option Response Time* Support Hours How to Reach Us
search icon Instantly 24/7/365 Search the Office 365 Resource Portal
image of telephone 60 seconds Monday–Friday, 8am–8pm (Federal Holidays excepted)

Call the Office 365 Support Team at 1-855-474-8857.

image of @ symbol 4 hours Monday–Friday, 8am–8pm (Federal Holidays excepted)

Submit your question to Send as much detail as possible for a response by email. If you need a faster response or a response by phone, please select a different option.

On the Office 365 Resource Portal, you'll find information about:
  • Video Training (over 28,000 videos available, from 30 seconds to 2 minutes in length)
  • Library of Courses
  • Knowledge Articles (Self-help)
  • How-To's
  • Shareable Tips
  • Shareable Videos at the UVA Library offers video training for courses and tutorials on hundreds of topics, including the use of Microsoft products. It can be accessed by any current student, faculty or staff member at UVA.
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Please send ITS Customer Communications your feedback and suggestions about ways to improve our Office 365 help services. We welcome as much detail as possible.

* Response Time is the Evolve Service Level Agreement (SLA) time to respond. The SLA for technical support within ITS (Tier 2 agents) is response within 2 business hours, 8am-5pm, Monday-Friday, University holidays excepted.

  Page Updated: 2018-05-17