Defence 365 frequently asked questions

The Defence 365 helps members of the Defence Team work and collaborate with colleagues remotely, including chat and video conferencing. To make this experience as easy as possible, find answers to frequently asked questions below: 

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General Questions

1 - What is Defence 365?

Defence 365 is a Microsoft 365 platform adjusted for the Defence Team. With Defence 365, Defence users have access to the following tools (and more) for up to Protected A information: Microsoft Teams, OneDrive, Word, Excel, PowerPoint, Planner, One Note, and Outlook. These tools support instant messaging, email, document management, video conferencing and online meetings, etc. The suite of tools is available for both personal and work devices.

2 - What is Microsoft Teams?

Microsoft Teams is a collaborative toolset to help you and your colleagues communicate when not in the office. You can use Teams to hold video conference meetings or to share transitory information.

3 - Why am I being offered a Defence 365 Account?

Due to the COVID-19 emergency period, all DND/CAF members were provided Defence 365 accounts. Defence 365 is a tool now permanently available to all Defence Team members and complements the existing network’s VPN (T-DVPNI). This cloud-based software provides the telework capabilities required for staff to continue working remotely and securely without needing to use limited and valuable bandwidth.

4 - I have never used Microsoft 365 before and I am overwhelmed, how do I adapt?

DND has prepared a list of user guides and training videos to assist users in this transition which are available from the Defence 365 Portal. In addition, you may consult the Microsoft Office Support site for in depth help and information on the tools found in Office 365. 

5 - Why should I use Teams when I’m already using similar apps/software?

Defence 365’s environment, including Teams, was customized to meet the Department’s security needs and has undergone thorough assessments by ADM(IM)’s DIM Secur.

6 - How secure is this solution?

Defence 365 is a highly secure platform, enabling personnel to remotely work from both their personal and government-issued devices. 

This tool is approved for storing and processing up to Protected A information. A number of security measures have been included in this solution, such as security configurations and monitoring capabilities, which help limit information flow to untrusted devices.

The protection of DND/CAF information is the responsibility of all personnel. As such, user awareness guidance has been made easily accessible to Defence Team members to ensure the proper handling of DND/CAF information.

7 - My team wants to continue using other commercial tools rather than migrate to this new Teams environment. Is it mandatory that I use Defence 365 and Teams?

DND/CAF is recommending that individuals employ Defence 365 for business activities. By all joining a common Cloud environment, the Defence Team will be able to better leverage collaboration tools and provide a common and supported platform for all personnel. Other platforms are not assessed for security and must be used only with Unclassified and approved information. Over time, use of these platforms can put DND/CAF information at risk. Consult this DND/CAF Security Guide to understand the extensive limitations of working in other unsupported commercial environments.   

8 - My other GC colleagues are using other Cloud tools, why is DND adopting this one?

Microsoft Office 365 is the Treasury Board Secretariat recommended cloud platform, meeting the security and integrity requirements of the Government of Canada and DND/CAF.  Although different instances exist across the GC, DND is adopting the same tool as those provided by TBS, PSPC, and SSC, albeit customized to Defence needs and requirements. 

9 - Can I use Defence 365 via the Transparent - Defence Virtual Private Network Infrastructure (T-DVPNI)?

D365 services are now accessible on the Defence Wide Area Network (DWAN) through T-DVPNI.  Some locations with limited DWAN bandwidth may have reduced performance. In these cases, we recommend using audio only during Teams meetings to improve connections and/or to save bandwidth.

10 - What can I use Defence 365 for?

The list of things you can use Defence 365 for includes, but is not limited to:

11 - Which web browser should I use?

Google Chrome and Microsoft Edge are the recommended web browsers. Mac users should download Google Chrome for Mac. Google Chrome is freely available, and Microsoft Edge is included with Windows 10.

Use of Personal Devices

12 - Should I use a personal device to access Defence 365?

Defence 365 is a secure platform that enables personnel to work remotely from both their personal and government-issued devices. Which platform personnel primarily use will depend on the nature of the work, the discretion of their manager and, in some situations, personal preference.

13 - What happens if I do not have a personal device available?

A personal device is not a mandatory requirement to use Defence 365. However, if you do not have access to the DWAN or a personal device, please contact your manager to coordinate other options.

14 - I am concerned about using my personal data quotas from my telecommunication provider and data overages.

Since access to Defence 365 requires local internet access, it will use data. It is recommended that you contact your telecommunications service provider to obtain information on your data allowances. Certain service providers may grant users greater data allowances due to COVID-19. Should you be seeking reimbursement of data overage charges, please contact your manager prior to incurring any expenses..

15 - Are there any security risks to my personal devices?

The Microsoft Office 365 products are reputable, and security tested. Additional security measures were put in place by DND specialists. However, users are advised to always adopt cyber security best practices, such as ensuring that your personal device operating system and your internet browser are up to date. For shared family computers, you are asked to create a separate and dedicated user account and lock your sessions when absent with a password. For more details on security best practices, please consult

16 - What are my “Bring your own device” security obligations – do I need any special antivirus installed?

There are no specific requirements other than ensuring that your device is kept up to date, for both its operating system and browser application. Please consult and follow guidance from to limit the risk of compromising your device.

Obtaining an Account

17 - How do I access Defence 365?

Users with DWAN access:

            New hires to DND/CAF: approximately 48 hours after your Defence Wide Area Network (DWAN) account is created,             a system-generated email is sent to your DWAN account advising you to use the MyInfo site (DWAN login             required) to obtain your Defence 365 username and temporary password.

            Current  DND/CAF employees: a Defence 365 account may already have been created for you. Go to the MyInfo             site (DWAN login required) to obtain your Defence 365 username and temporary password.

Users without DWAN access:

Please call your local service desk to request your Defence 365 username and temporary password, or have your manager arrange service desk assistance.

18 - When will I get access to Defence 365?

After you have successfully logged in to your Defence 365 account and have configured multi-factor authentication (MFA), you will have immediate access to some Defence 365 features. However, it may take up to 24 hours after initial login to allow full Defence 365 functionality.

19 - Since I have my own Microsoft account at home, can I use it to access Defence 365 and Teams?

No, you will not be able to use your personal Microsoft account or applications to access Defence 365. You require a Defence 365 account.

Defence 365 is a Microsoft Office 365 cloud platform that has been customized to meet the security and integrity requirements of DND/CAF.

Initial Set-Up

20 - What is the link to access the web version of Defence 365/Teams?

Defence 365 can be accessed from

21 - Why am I receiving a new email address or

The login credentials for Defence 365 are tied to a Microsoft account. Since existing accounts ( can only be accessed from DWAN, new accounts were needed to ensure that individuals could have access without T-DVPNI.

22 - How long does the initial set-up process take? What do I need to be prepared?

Once you receive your temporary password, setting up the account only takes a few minutes.

Note: you will need access to a phone, smart phone or tablet in order to use the multi-factor authentication (MFA) login, even if you are accessing from a laptop or desktop.

23 – What is multi-factor authentication (MFA) and why must I use it?

Defence 365 uses Microsoft MFA to defend against password compromise. This may occur if users enter their password by mistake on a malicious site, or if their computer is compromised.

MFA is a method of confirming users' claimed identities by using a combination of two different factors: 1) something they know, 2) something they have, or 3) something they are.

24 - The sign-on procedure is asking me for personal information such as my personal phone number, do I have any other options?

The personal information requested is limited to only what is required to enable your MFA and for you to reset your password yourself. If you do not wish for your personal phone number to be used, there is an Authenticator application which you can install. Please be mindful of social engineering attempts (using psychological manipulation of people into performing actions or divulging confidential information), phishing and other scams.

Authorized Use (Protected A)

25 - What is the appropriate usage of Defence 365 – what type of work tasks am I allowed to complete using it?

Defence 365 supports browser-based versions of all Microsoft Office Suite applications such as: Outlook, Word, Excel, PowerPoint and OneNote. However, it is only suitable for information up to Protected A at this time. Please note that Protected B, Classified, Controlled Goods and ITAR information is currently not permitted on Defence 365.

26 – Where can I find more information on different levels of security for sensitive government information?

For information on what constitutes Protected and Classified information within the Government of Canada, please consult the Levels of Security page from the Government of Canada website.

27 - Can I work on Classified documents in Defence 365?

No, Classified material cannot be worked on in Defence 365. Individuals may only work on Unclassified documents, up to Protected A. Report any information mishandling to your unit ISSO or USS.

28 - What do I do if I have sensitive work to complete?

If your work requirements involve anything beyond Protected A, please discuss your work requirements with your manager or ISSO.

Managing the Information that I Create

29 - What happens to the information created in Defence 365 after the end of the pandemic? Will I have to migrate my information from Defence 365 to DWAN?

At this time Defence 365 is not a corporate repository and information of business value must be transferred to an approved corporate repository. When using Defence 365 on DWAN you can download your files to your DWAN computer and network folders. For information on how to download files to DWAN, click here (D365 login required).

IMPORTANT: You are prevented from downloading files from D365 to personal devices as per security policies.

30 - Will the data stored in Defence 365 be backed up in case of an accidentally deleted file?

A Recycle Bin function is available to allow recovery of deleted files. For more information, please consult the Office 365 Support site.

Limitations and Restrictions for File Movement

31 – Can I transfer files to and from my Defence 365 account and the DWAN?

Files can be transferred to and from DWAN and your Defence 365 account. For information on how to download files to DWAN, click here (D365 login required).

You can also upload files from DWAN to Defence 365 by:

  1. Dragging the file from its DWAN location and dropping it into SharePoint/OneDrive, or
  2. Within SharePoint/OneDrive, clicking on Upload, navigating to the file you want to upload to Defence 365 and following onscreen instructions.

Files can also be emailed to and from DWAN and Defence 365 email accounts as attachments.

32 - Can I transfer files to and from my Defence 365 account and my personal devices?

For security reasons you cannot download Defence 365 files to your personal device. You can, however, upload files from your personal devices into Defence 365.

33 - How do I import my existing work files from DWAN/SharePoint?

DND has published the following documents to assist users in transferring files from DWAN to Defence 365: User Guide - Transferring Documents from DWAN to Defence 365

34 - Can I use a USB Stick to move files from my desktop over to my personal device?

You are not permitted to connect unauthorized USB or Bluetooth devices, cell phones, tablets or external hard drives to any DND/CAF network device. This can enable dangerous malware to bypass our network-based security defences.

35 - Can I forward attachments from my Defence 365 email address to external addresses?

D365 users with a valid business justification can now send attachments via their ECN email to recipients external (e.g. Hotmail, Gmail, etc.) to DND/CAF. When sending emails with attachments to external addresses, users may be prompted to provide a valid business justification for sending the attachment. The justification will be logged and audited by the D365 Security Monitoring Team. For more details, please visit the D365 support portal (D365 login required).

Technical Issues

36 - Where can I get support?

The Defence 365 Support Site (D365 login required) and the Microsoft Office 365 Support site offer valuable and regularly updated information on the tools found in Microsoft 365. For additional support contact your local service desk.

37 - How do I reset my password?

If you have access to the DWAN you can reset your password yourself by connecting to the MyInfo site (DWAN login required).

If you do not have DWAN access, you can use the password reset function from the Microsoft account login page. For more information please consult the Microsoft account login support.

38 - I downloaded the Teams application to my personal laptop, but I cannot login.

Only the web app version of Teams is supported by Defence 365 on personal laptops and desktops. For mobile devices (smart phones and tablets) however, you must download the apps to access Teams.

39 - Can I request a new application or feature to be made available in Defence 365?

Submit a service request in EITSM to request changes to Defence 365.

APPLICATION, DATABASE, & LICENSING SERVICES > Enterprise Application Software > Enhancement to an Enterprise Application

40 - What happens if I have a technical issue after I successfully login to Defence 365?

Users should consult the Defence 365 Portal and the Office 365 Support site for assistance with technical issues. If you haven’t found an answer in the resources listed there or from your Power User, you can contact your local service desk or if you have DWAN access, you can submit a ticket through the EITSM Self-Service Portal. If you don’t have DWAN access, use the EITSM D365 Non-DWAN Service Request Form.

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