Intune Remote Help: licensing catch and real limits
Microsoft Intune Remote Help
per user per month, excluding VAT
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Remote Help is a cloud-based remote assistance service for help desks, with role-based access controls deciding who may connect to whom. It runs on Windows, macOS and Android, works against enrolled and unenrolled Windows devices, integrates with Conditional Access, and has a ServiceNow connector. Two things decide whether you should buy it. Since July 2026 it is included in Microsoft 365 E3, E5 and E7, so a large share of buyers already hold it. And it needs a licence for everyone in the session, the helper and the person being helped, which is a different count from the number of help desk staff.
What it is
Microsoft Intune Remote Help is a remote assistance service run through Microsoft's cloud rather than through a third-party remote control tool, with permissions governed by Intune role-based access control.
Who it is for
Internal help desks and managed providers who currently reach user devices through a separate remote control product, and who want that session governed by the same roles and Conditional Access policy as the rest of the estate.
Check your plan first
Since July 2026, Microsoft 365 E3, E5 and E7 include Remote Help, along with Intune Plan 2 and Advanced Analytics. If the tenant is on one of those, this standalone add-on adds nothing.
Key capabilities
- Cloud-based help desk sessions with role-based access control over who may help whom
- Windows, including Windows on ARM64 and Windows 365, macOS 13, 14 and 15, and Android
- Enrolled and unenrolled Windows devices
- Conditional Access applied to the session
- ServiceNow connector
Requirements, and the one that surprises people
A licence for everyone in the session. Both the helper providing support and the person receiving it need to be licensed, so the count is not simply the number of help desk staff. Intune-enrolled devices must be registered with Microsoft Entra.
Limits worth knowing before you commit
Sessions cannot cross tenants, which rules out one common managed-provider pattern. Remote Help may not be available in every market or localisation. It is supported in Government Community Cloud environments on a defined list of platforms, and it is not supported on GCC High or Department of Defense tenants at all.
Do I already have Remote Help?
If the tenant is on Microsoft 365 E3, E5 or E7, yes. Since July 2026 all three include Remote Help alongside Intune Plan 2 and Advanced Analytics. The standalone add-on is for plans that do not.
How many licences do I actually need?
One for everyone in the session. Both the helper and the person being helped must be licensed, so the count is not just the size of the help desk.
Can I support a customer in another tenant?
No. A Remote Help session cannot be established from one tenant to a different tenant, which rules out the cross-tenant managed provider pattern.
Does it work in government clouds?
It is supported in Government Community Cloud environments on a defined platform list, and it is not supported on GCC High or Department of Defense tenants.
Does the device have to be enrolled in Intune?
Not for Windows: Remote Help can be configured on enrolled and unenrolled Windows devices. Intune-enrolled devices must be registered with Microsoft Entra.
- Vendor
- Microsoft
- Category
- Endpoint
- Type
- SaaS
- Billing
- Monthly
- Commitment
- 1-Year
- Available terms
- Monthly, 1-Year
- SKU
- MST-NCE-IRH-C100
- 1You request the licence, or add it to the cart.
- 2I confirm price, term and seats, and check your VAT number in VIES. Businesses in the EU only.
- 3You pay before we provision, under the CSP Marketplace Terms. The invoice comes from Michal Jatczak, a sole trader registered in Malta, trading as ITSailor. Reverse charge for an EU VAT number that validates in VIES.
- 4Your authorised signatory accepts the Microsoft Customer Agreement before activation.
- 5I place the order with Pax8 within one business day of payment.