If you are having issues with one of your Microsoft Office suite / Office 365 tools, please start here. i.e, 
This Request is Classified As a:
Medium
A Medium ticket should be picked up and responded to within 1-2 Days by service desk personnel. Ticket SLA’s will vary at this level depending on inventory. These are considered non-critical incidents and request that have valid work arounds. For example, an incident that is causing an inconvenience but not stopping productivity.