Skip navigation

Azure Support: Professional Direct (ProDirect)

The Azure ProDirect offering is most appropriate for mid-sized to large companies with substantial business-critical utilisation of Microsoft Azure.

  • Fastest initial response of one hour or less for high-severity support requests
  • Escalation management for priority issues
  • Pooled team of ProDirect Managers provide account management

ProDirect details

Range of support Microsoft Azure
Unlimited 24/7 billing and subscription support1 Available
Unlimited 24/7 technical support1 Available
Non-Microsoft technologies running on Azure (See FAQ) Microsoft will assist Azure customers with issues associated with selected non-Microsoft technologies.
Escalation management Available
Support API (see details) Available
Advisory services (see FAQ) Guidance based on best practices to:
  • plan for deployments and migrations;
  • plan for hybrid cloud solutions;
  • boost performance;
  • improve reliability and recoverability;
  • enhance security.
Pooled service account management A pooled team dedicated to helping you get the most out of your Azure service:
  • Getting started with ProDirect session
  • Service reviews
  • “Ask the Experts” webinars
  • Enhanced outage communications
  • Azure Advisor consultations
Pooled team available in six languages: English, Spanish, Japanese, German, French Canadian and Brazilian Portuguese
Incident submission Online
Initial response time < 1 hour
Maximum severity2 “A” (critical business impact)

1 24/7 in English for Sev. A and B and in Japanese for Severity A. For other languages and severities, support provided during local business hours.

2 The maximum severity (business impact) for ProDirect is “A” regardless of language.; Severity: A (highest level of impact), B, C. See Support Response for more information.

Included for all Azure customers and partners

  • Support provided in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean and Japanese.
  • Unlimited subscription management (e.g. billing, quota adjustments, account transfers)
  • Two Azure online forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.
  • Twitter @AzureSupport
  • Azure service dashboard

ProDirect case studies

Learn about other plans


The Premier offering is well suited to large or global enterprises with strategic and business-critical dependence on Microsoft products, including Azure.

Learn more


Azure Standard is a good choice for small to mid-sized companies with minimal business-critical dependence on Microsoft Azure.

Learn more


Azure Developer is appropriate for companies or individuals using Microsoft Azure in a non-production environment or for trial and evaluation.

Learn more