Azure Support provides a deep level of technical support for everyone from individual developers to multinational enterprises. It offers a variety of choices that span from basic break-fix support to rapid response support for mission critical applications as well as onsite professional services that help you plan, assess, and optimize your deployment.
We have designed our Azure Support plans to meet different business needs. You can choose among four support plans: Developer, Standard, Professional Direct, and Premier. Visit the Azure Support page for more information.
We offer three Azure Support plans as well as our Premier offers to meet a variety of needs.
|Azure Support Plans*||Pricing|
|Developer||$29 flat fee per month|
|Standard||$300 flat fee per month|
|Professional Direct||$1000 flat fee per month|
|Premier||Custom Learn more|
*Azure Support subscriptions through the Microsoft Online Services Program have a 6-month term. Azure Support subscriptions through an Enterprise Agreement (EA) are either expire at the same time as the EA, or have a 12-month term.
The flat monthly cost for Azure Support covers the entire account, regardless of how many subscriptions you have under the account or how much usage you have with Azure. All subscriptions under an account share the same support plan.
If you purchase Azure through our online channel, you can purchase a Developer, Standard, or Professional Direct Support subscription through the Azure Support page. You must be the account owner to purchase a support plan.
When you purchase an Azure Support plan, you will be charged immediately for the first month. You will be charged the monthly amount on the first day of each subsequent billing cycle.
Azure Support subscription has a 6-month term, and we require commitment for the duration of term. Cancellation before the term expires will not stop the payments for the remaining months. An account owner can cancel the Azure Support subscription by logging into the Azure Billing Portal, going to the Subscriptions tab, and selecting Cancel.
At the end of your 6-month term, your subscriptions will automatically renew to the same Azure Support plan for another 6 months, using the same payment method. As an account owner, you can elect to turn off the auto-renew functionality.
If you do not wish to auto renew, please log into the Azure Account portal, select the support subscription in question, click on the "Change renewal details," and unselect the default option to auto renew.
If you have not turned off the auto-renew functionality on your Azure Support subscription, you don’t need to do anything. Your subscription will automatically be renewed for another term once the current term ends. If you have turned off the auto-renew functionality, your Azure Support subscription will expire at the end of the term. You can then go to the Azure Support page to purchase a new Azure Support subscription.
You can upgrade to a higher-tier plan by submitting a billing support incident documenting your desires to update. We will waive the remaining payments on your original Azure Support subscription and charge you at the higher tier for the remaining months of your initial commitment.
Applicable services taxes and/or VAT may apply for Azure support subscriptions. Please check with your tax department or advisor.
You may submit an unlimited number of incidents each month.
Our initial response times (IRT) depend on the severity of the incident submitted and the Azure Support plan you have. For more information on IRT definitions please visit the Azure Support page.
|Premier for Azure and|
|Severity A||1-hour IRT (15 min IRT for Rapid Response within Premier)||2-hour IRT||2-hour IRT (billing issues only)|
|Severity B||2-hour IRT||4-hour IRT||4-hour IRT (billing issues only)|
|Severity C||4-hour IRT||8-hour IRT||8-hour IRT|
*The IRT in English is 24x7; for all other languages, it is standard business hours
The time it takes to troubleshoot and resolve incidents of course varies greatly on the specifics of the issue. We will work as fast as we can to get your problem resolved.
Go to the Azure Support site and click on Get Support. Alternatively, you can submit an incident from the Azure Portal or the Azure Accounts Center. To submit from the Azure Portal, click on the icon on the top right corner, and then select Contact Microsoft Support.
To submit from the accounts center, click on a subscription and click on the Contact Microsoft Support button located on the right.
Contact Global Customer Service. Support incidents can be created for existing customers with Azure support subscriptions.
We learned from our past experience that submitting support incidents online allows us to deliver deep technical expertise in the most effective and efficient manner possible. Due to the detailed nature of the incidents, it is much easier to provide relevant information online, compared to reading this information over the phone. This model eliminates unproductive hold time for a simple, intuitive online process. As a result, customer problems are routed more quickly to the most qualified engineer.
Yes, this is a key benefit for customers with a Standard or Professional Direct support plan. If you need to speak to our support engineers, you can request that we call you by selecting "By Phone" as your preferred method of contact during your incident submission. Customers on the Standard plan can request calls up to three times per month. Professional Direct customers can request an unlimited number of calls per month.
To submit a support incident about a particular Azure subscription, you must be the account administrator, service administrator, or co-administrator on the subscription.
See these Instructions for adding a co-administrator.
If you are having difficulty navigating the process or filling out an incident, please follow the chat link and a member of our support team will assist you. Please note that they will not be able to help resolve your technical questions.
During a SI, we provide frequent and timely updates to the Azure Service Dashboard. This is the best way to receive the latest information. You can still submit an incident, and we will work with you to determine whether your issue is caused by the SI. If it is, we recommend that you use the Service Dashboard to check the latest status.
We provide support 24x7 in English for all severities and 24x7 in Japanese for severity A only. For all other languages, we provide support during local business hours. During non-business hours, you can request to have our English-speaking support engineer support you with a translation service, which is provided free of charge.
If you purchase Azure through Microsoft Enterprise Agreement (EA), you can add either a Standard or Professional Direct support plan to your Enterprise agreement by contacting your Large Account Reseller (LAR). Developer Support is not available in EA.
EA customers can purchase an upgrade SKU to move from Standard to Professional Direct, where available. To purchase the upgrade, contact your Large Account Reseller (LAR).
If you have already placed an order for a support plan and the order is pending, you can be temporarily enabled to receive technical support. To do so, please go to the Azure Portal to create a support incident. For Support Type, select "Billing," and for Problem Type, select "My Issue is Not Listed." In the description of the issue, please indicate the plan that you ordered (for example, Standard, Professional Direct, etc.) and provide a description of your issue. An agent will then contact you based on the contact method you specified (email or phone).
Yes, in the incident submittal form, under "Other support options," click on the link to submit a technical incident utilizing Microsoft Professional Contract Support.
Yes. In the incident submittal form, there will be a link to submit a technical incident utilizing MPN benefits.
Yes. The partner will still be able to utilize the same MPN benefits they have for other products.
You can get support from Azure in one of two ways. One is to purchase support for your account. You can purchase an Azure Support plan from your Azure account, and any subscription under the account is covered by the same support plan. The other way is to get support from your client’s account. If you manage the deployment on a subscription under your client’s account as a Service Administrator or Co-Administrator, then you can use your own Partner benefits to submit a support incident or your client must have an Azure Support plan to cover the support for that subscription.
Azure Support is available in all markets in which Azure is offered.
Currently we provide support in nine languages: English, Spanish, French, German, Italian, Brazilian Portuguese, Traditional Chinese, Korean, and Japanese.
Service Delivery Management and Advisory Support services related to Professional Direct Support are provided in English and Japanese only during local business hours.
Azure works across all major browsers and devices including IE9 and greater, and the latest versions of Chrome, Firefox, and Safari.
All services that are released to general availability on Azure are covered by Azure Support plans.
For all scenarios that are eligible for support through an Azure support plan, Microsoft Support will help in isolating the issue between the Azure Service and your custom application. Full technical support will be provided if the issue is identified to be caused by a Microsoft Azure Service or feature. Commercially reasonable support will be provided to all other scenarios. In the case an adequate solution to your issue is not achieved, you might be referred to other support channels that are available for that software.
We offer technical support for a third-party technology only when it is provided by Microsoft as part of an Azure product feature. For example, we provide support for Azure SDK for Python.
No. Support for billing and subscription management issues are covered by your Azure subscription at no additional charge. You don’t need to have an Azure Support plan to inquire about these issues. To submit an incident report, go to the Azure Support site and click on Get Support.
Yes. You need an Azure Support plan to receive one-on-one technical support for break-fix issues.
Break-fix issues are problems you experience while using Azure where there is a reasonable expectation that Microsoft caused the problem.
You can raise questions on our community forums. We have Microsoft moderators closely monitoring the forums to ensure a timely response.
As part of your Professional Direct support benefits, you get access to our pool of Professional Direct Delivery Managers (PDMs). They are available Monday through Friday, 9 a.m.-5 p.m. (local business hours) in English only. They function as your Azure Support advocates at Microsoft. This team provides
You can contact the PDM team via phone or email. Please see "Getting Started with Professional Direct Support for Azure" for specific contact details in your region.
The Azure Optimization Report is a best-practice analyzer designed to help you identify areas where you can save money, improve availability of services, and enhance end user experience. This report is run on a monthly basis.
If you’re an Microsoft Premier customer, please go to Microsoft Premier Online to submit a support incident.
To purchase Premier for Azure, you should contact your local Microsoft Account Manager. You can also contact email@example.com if you aren't sure which Account Manager to contact.
Premier customers can leverage their existing Premier agreements for Azure Support by going to Microsoft Premier Online. You should also contact your Technical Account Manager (TAM) to discuss options for best utilizing your existing Premier support agreement or rightsizing your Premier agreement to better suit your Azure needs.
The ADM provides our customers access to a wide range of product and application development expertise to help software developers accelerate the development cycle and produce successful applications. The ADM also acts as the escalation manager to bring in appropriate technical expertise (primarily Customer Service and Support/PFE) to manage incidents to resolution. The ADM follows up to ensure that either product improvement is made within Microsoft, or appropriate development skills are buiilt within the customer's development environment.
Several workshops are available for Premier customers to include migration assessments to help identify potential problems before they impact you, monthly alerts to identify underutilized billed services, access to experts who offer recommendations on cost effective Azure architectures, workshops and training to help developers optimize cost, Azure Application assessments, and process optimization services to help accelerate application deployment times and reduce overhead costs.
Rapid Response is the highest level of support available. It provides an initial response time of 15 minutes for Severity A incidents. Support is provided by a dedicated team of Azure Support Engineers who work directly with you to understand your specific architecture and set of applications.
Yes, Partners with Premier Support will now be able to extend their PSfP benefits for Azure. PSfP Partners are able to use Azure Support for their internal needs as well as to assist their customers.
For Premier, you can raise your how-to questions by selecting Pro Advisory Services as a support topic on Microsoft Premier Online. You can also contact your Account Development Manager for mentoring and architectural design reviews, and to learn about the variety of workshops to help you assess, plan and optimize your Azure deployment.