Azure Support FAQs
Azure Support Overview
- Where is Azure Support available?
Support is available in markets where Microsoft Azure is offered. Some specific services may not be covered in all regions immediately after General Availability (GA).
- For which languages does Microsoft provide support?
Microsoft provides support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean and Japanese.
Microsoft provides 24/7 support in English for all severities and in Japanese for severity A only. Support is only available during local business hours for all other supported languages and severities. Support outside business hours will be provided in English (with translation services). You may choose to wait until the next business day to receive support in your language.
- Do I receive 24/7 support?
Microsoft provides 24/7 support in English for Severities A and B and in Japanese for Severity A. Developer support included on Severity C, the lowest severity level.
For all other supported languages, Microsoft provides assistance during local business hours only. During non-business hours, you can request to have an English-speaking engineer support you, with the option of using our free-of-charge translation services, if needed. You can also choose to wait until the next business day to receive help in one of the supported languages other than English.
- What are considered local business hours for support?
For North America, Business Hours are defined as 6:00 a.m. to 6:00 p.m. Pacific time, Monday to Friday, excluding holidays for North America. Business Hours change by country and by the local holiday calendar. For most countries in the world, Business Hours refer to the hours between 9:00 a.m. and 5:00 p.m. during week days (weekends and holidays excluded)
- Do I need a support plan if I need assistance with a technical issue experienced with Microsoft Azure?
Yes, you need an Azure paid support plan to receive one-to-one technical support. More information about the existing support plans can be found at the Azure Support Plans page.
- What are my options to receive technical support if I don’t have a support plan?
You can raise questions on our Azure Forums. The forums are an online resource where you can connect with other Azure customers and experts to ask questions, share experiences or find solutions. There are two forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property; Stack Overflow is not associated or affiliated with Microsoft.
- Technical support benefits may be available even if you don’t have a support plan. If you are a member of certain programmes such as MPN, MSDN or BizSpark, you may be eligible for limited Azure Support benefits from those Programmes. Please refer to your service terms and conditions to understand your support options and benefits.
- Your Azure subscription includes access to subscription management support (e.g. billing, quota adjustment, account transfer) at no additional cost. You can get started with your request in the Azure portal. In addition, Microsoft Azure subscriptions include access to the Azure Status Dashboard and the Azure Forums to help you troubleshoot issues.
- What support is included without an Azure Support plan?
Your Microsoft Azure subscription includes access to subscription management support (e.g. billing, quota adjustment, account transfer) at no additional cost. You can get started with your request in the Azure portal. In addition, Microsoft Azure subscriptions include access to the Azure Status Dashboard and the Azure Forums to help you troubleshoot issues.
- What support is included with an Azure Support plan?
We have designed our Azure Support plans to meet different business needs. Paid support plans provide access to Technical Support for break-fix issues on a 24/7 basis. Higher tiers of support plans offer faster initial response times and access to Advisory support, Configuration Optimisation Reviews and other benefits. More information about the existing support plans can be found at the Azure Support Plans page.
- What is a break-fix issue?
Break-fix issues are technical problems you experience while using Azure services. “Break-fix” is an industry term that refers to work involved in supporting a technology when it fails in the normal course of its function, requiring intervention by a support organisation to be restored to working order.
- How does Professional Direct Limited Advisory Support compare to Premier Advisory support?
Professional Direct (ProDirect) Advisory support provides you with access to Azure Support guidance based on (1) publicly available best practices documentation regarding Microsoft Azure and (2) information from the Azure Forums. ProDirect advisors offer you support based on their access to Microsoft documentation, Microsoft Azure Support Engineers and also the Microsoft Azure product group. Best practices guidance may include, for example,
- Planning for deployments and migrations
- Planning for hybrid cloud solutions
- Boosting performance
- Improving reliability and recoverability
- Enhancing security
ProDirect, however, is more limited than Premier Advisory Support. ProDirect advisors do not provide detailed advisory assistance specific to an individual customer, such as design, architecture or code reviews; detailed instructions for application or configuration tuning (e.g. performance tuning); or the verification of specifications. ProDirect does not provide on-site support or engage in implementation activities such as, but not limited to, coding or configuration for customer development or deployment on Microsoft Azure.
- What is a Preview (beta) service or feature?
Microsoft may provide access to Azure preview, beta or other pre-release features, services, software or regions to obtain feedback and for evaluation purposes. Previews that are available are identified by a “Preview” tag in the Azure portal. They are also listed on the Preview page or in the Preview section of the Azure portal.
There are many different kinds of Preview Services and Features for Microsoft Azure, with service availability and programme access being the biggest differentiators:
- Public Preview: made available to Microsoft Azure subscribers through the Azure portal, these services are intended to be used as an early look into what’s coming and as a chance to test upcoming services and features.
- Private Preview: provided only to a small subset of customers, in direct contact with the Azure Engineering teams, focused on direct and constant feedback during the development phase of a service
- Limited Preview: a fixed and limited number of customers can have access to this Preview programme, and once a maximum threshold has been met, no more users are allowed into the programme.
- Do Azure Support Plans cover Preview (beta) services or features?
Support for Preview services and features is provided only for “Public Preview” programmes (see FAQs above). Other non-Public Preview and/or Beta services may be supported through our forums or other channels. Azure Support plans do not cover non-Public Preview services.
Generally, Azure paid support plans provide technical support for services and features in Public Preview. Some exceptions to the Public Preview support coverage apply, and services/features not covered by your support plan can be found here. Private or Limited previews are not included in the scope of the Azure Support plans and may or may not be supported through the Azure Forums.
Technical support for a Public Preview service or feature is limited to break-fix scenarios and is only available in English with 24/7 support available for Severities A and B (according to your support plan).
- What are Azure Support Benefits and how can I get them?
Access to Azure technical support requires a paid support plan. However, some Microsoft programmes could give you access to Azure technical support via Support Benefits, even if you don’t have a paid support plan. The following programmes include Azure Support Benefits:
Each of these programmes will give you different support benefits, from different response times to the number of requests that can be submitted. Please check the details of each programme from the links above for more information.
There are also some programmes such as MSDN and BizSpark Plus that give you other Microsoft Azure Benefits on top of access to Technical Support, such as monthly usage credits, free services and discounted consumption rates. Check the details of these programmes for more information.
Using Azure Support
- How do I contact Azure Support?
You can easily access to Azure Support by going online to the Azure portal and submitting a support request. This is the fastest way to hear back from a Support Engineer who will be ready to start helping you. Access to Subscription Management and billing support is included with your Microsoft Azure subscription, and Technical Support is provided through one of the Azure Support Plans.
- Why is submitting a request online the preferred method of contacting Azure Support?
Submitting support requests online allows us to deliver fast and in-depth technical expertise in the most effective and efficient manner possible. Due to the detailed nature of the requests, it is much easier to provide relevant information online compared to reading this information out over the phone. This model also eliminates unproductive hold times for a simple, intuitive online process. As a result, customer problems are routed more quickly to the most qualified engineer.
- Is there a phone number I can call to contact Azure Support?
Contacting Microsoft Azure Support over the phone will not speed up the processing of your request and you will get a much better and faster experience by contacting support via the Azure portal. If you cannot submit a request online, you can find a local support number from our list of regional Global Customer Service Centres.
- How do I submit a support request?
- How do I submit a technical support request by using Azure Support Benefits?
Access to Azure technical support requires a paid support plan. However, some Microsoft programmes could give you access to Azure technical support via Support Benefits, even if you don’t have a paid support plan. If you have these benefits, then from Azure portal Support Request Submission, select “Additional Options” under the “Support Plan” step and enter your Access ID and Contract ID information to proceed.
If you have not activated your technical support benefits yet, please do so by following these steps, depending on which programme entitles you to support benefits. You will need your Access ID and Contract ID to take advantage of your Azure Support Benefits.
MSDN/BizSpark – Log in to the MSDN Management Portal and activate your support benefit by clicking the technical support link at the bottom of the page. The option listed below is only displayed if you are entitled to Technical Support Benefits.
MPN/SCS – Contact the MPN Regional Support Centre by going to https://partner.microsoft.com/en-US/support. From there, sign in to your MPN Account and contact support.
Support for billing and subscription management issues is included with your Microsoft Azure subscription at no additional charge, so you don’t need to use your technical support benefits to receive support from Microsoft for billing or subscription-related issues.
- How do I submit a support request if I cannot log in to the portal?
If you are unable to log in to the Azure portal, visit https://aka.ms/AzurePortalHelp for assistance.
- How do I receive support if I don’t have an Azure subscription yet and I receive an error message while creating one?
You can open a Subscription Management support request via the Azure portal, even if your subscription has not been created yet.
- Who can submit a support request?
The account administrator, service administrator or co-administrator on the subscription can submit a support request. Additionally, any users with ‘write permissions’ (Owner/Contributor) to a subscription will be able to submit and manage a support request related to that given subscription.
- How do I authorise another person to submit support requests for a particular Azure subscription?
Learn more on how you can create a customised “Support Request Contributor” role at the subscription level and grant the role to all users who want to open a support request for that subscription.
- I am developing applications on behalf of or for the aid of my client that is running on Microsoft Azure. How do I get support?
You can receive support from Azure in two ways:
- Being the Account Administrator of your customer’s subscription, you can purchase an Azure Support plan for this account, as with any subscription you own under the same account are covered by the same support plan. You can also use your Partner benefits (for example, Signature Cloud Support or MPN Support) to submit a support request without having to acquire a dedicated Azure Support plan.
- Receive support using your customer’s account. To do so, the Partner (you) must have administrator or owner privileges for the customer’s subscription. The customer’s subscription then needs to have a support plan covering it, or the Partner can use their Azure Support Benefits (for example, Signature Cloud Support or MPN Support) to submit a support request, without having to acquire a dedicated Azure Support plan.
- What is Initial Response Time and how quickly can I expect to hear back from someone after submitting my support request?
Initial Response Time is the period from when you submit your support request to when a Microsoft Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).
- How quickly will you resolve my support request?
Microsoft is committed to assist you in resolving your issue as soon as possible. Sometimes that means focusing efforts on reducing the business impact and mitigating any negative impact on your operation before moving to a full solution. Therefore, we make a commitment to Initial Response Time and also to working with you until the impact of your issue is mitigated, having no direct SLA for support request resolution. The time it takes to troubleshoot and resolve a support request varies greatly based on the specific details of the issue. We will work with you to resolve the issue as fast as possible.
- I’m running a non-Microsoft technology on Microsoft Azure or a custom application built using Open-source Software (OSS). Does my plan support it?
Microsoft offers customers the ability to run non-Microsoft technologies on the Microsoft Azure platform, including, but not limited to, Linux, Oracle, SAP and IBM. For all scenarios that are eligible for support through an Azure Support plan, Microsoft Support will help in isolating the issue between the Microsoft Azure Service and your custom application.
Full technical support will be provided if the issue is determined to be caused by a Microsoft Azure service or platform. Commercially reasonable support will be provided to all other scenarios. When an adequate solution to your issue is not achieved, you might be referred to other support channels that are available for the non-Microsoft software.
- Can I request a call back when submitting a support request online?
Yes, this is a benefit for customers with a Standard or Professional Direct support plan. If you prefer to speak to a support engineer, you can request Microsoft to call you by selecting “By Phone” as your preferred method of contact during your support request submission. Customers on the Standard plan can request calls, with up to three requests per month. Professional Direct customers can request an unlimited number of calls back per month.
- How do I receive support during an Outage or Service Interruption Event (SIE)?
During an SIE (Service Outage), Microsoft provides frequent and timely updates to the Azure Status Dashboard. This is the best way to receive the latest information. You can still submit a support request, and Microsoft will work with you to determine whether your issue is related to an ongoing SIE.
- Which support plan do I need in order to request a Root-Cause Analysis (RCA)?
If you have opened an Azure technical support case and need an RCA, you can request one for all Azure Support plans, including Premier.
Purchasing & Billing
- How do I purchase Azure Support?
Azure Support plans may be purchased either online or through an Enterprise Agreement. The Developer, Standard or Professional Direct Support plans are available online through the Azure Support Plans page. You must be the Microsoft Azure account owner to purchase a support plan.
If you purchase Microsoft Azure through an 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 through an Enterprise Agreement.
- Does the monthly rate cover a single Azure plan or the entire account?
The flat monthly cost for Azure Support covers one account, regardless of how many subscriptions or users you have on the account.
All subscriptions under an account will share the same support plan, and all users with admin/owner access to any of the subscriptions under the account with a Support Plan will also be entitled to support for those specific account subscriptions they have access to.
A Microsoft Azure account can be accessed from the Account Portal. From there, you can see the list of subscriptions that belong to the account and that will be entitled to support.
- How do I upgrade to a higher-tier Azure Support plan?
You can upgrade to a higher-tier plan by submitting a “Subscription Management” support request. Microsoft will waive the remaining payments on your original Azure Support plan and charge you at the higher tier for the remaining months of your initial commitment.
- When will I be billed for Azure Support?
When you purchase an Azure Support plan online, 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. Enterprise Agreement (EA) purchases will follow the agreement billing cycle.
- What happens at the end of the term?
At the end of your 6-month term, your plans will be automatically renewed 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 through the Account Portal.
If you do not wish to auto-renew, please log in to the Account Portal, select the support plan in question, click “Change renewal details” and unselect the default option to auto-renew.
- How do I cancel my Azure Support plan?
Subscriptions are cancelled through Account Portal/subscriptions. Select the subscription that you wish to cancel, and select “Cancel subscription”.
For more information, please see the following: https://docs.microsoft.com/en-gb/azure/billing-how-to-cancel-azure-subscription
Note that Azure Support requires commitment for the duration of the subscription term. Cancellation will not result in a pro-rated refund.
Azure Support for Enterprise Agreement (EA)
- How do I purchase an Azure Support plan under an Enterprise Agreement?
Enterprise Agreement (EA) customers can purchase Azure Standard, ProDirect and Premier technical support through their Reseller. Developer Support is not available through an Enterprise Agreement.
- How do I upgrade to a higher-tier Azure Support plan?
Enterprise Agreement (EA) customers can purchase an upgrade to move from Standard to Professional Direct, where available. To purchase the upgrade, contact your Large Account Reseller (LAR).
- I have multiple EA enrolments. Do I need a support plan for each EA enrolment?
Yes, each EA enrolment requires a separate support plan. If you have one Azure Support plan and multiple EA enrolments, then support is only covered under the enrolment the support plan is tied to. Please note that if you have multiple Azure subscriptions under a single EA enrolment with a support plan, then all those subscriptions will have access to Technical Support.
- I’ve purchased support through my Enterprise Agreement (EA), but access to technical support has not been enabled yet. How do I receive technical support during this interim period?
If you have already placed an order for a support plan via EA and the order is pending, you can be temporarily enabled to receive technical support. To do so, please submit a “Subscription Management” support request via the Microsoft Azure Portal and indicate the plan that you’ve ordered (Standard or Professional Direct) and provide a description of the issue. A support engineer will then contact you.
Azure Support for Premier
- How do I submit an Azure support request using my Premier contract?
Premier customers can now submit support requests directly from the Azure portal.
Matching Accounts: Your Premier support contract will automatically show up during the online support request submission, if you are logged in to the Azure portal with the same credentials (Microsoft Account) you use to access the Microsoft Premier Online portal.
Manual Input: You can link a Premier contract to your Azure account by manually entering your Premier Access ID and Contract ID/Password information, by selecting “Additional Options” under the ‘Support Plan’ drop-down list on the online support request submission page. This is a one-time process and your Premier contract information will be saved with your Azure account, being accessible from all subscriptions where you have Owner/Administrator privileges. Contact your Technical Account Manager (TAM) if you don’t have your access ID and contract ID information.
Premier customers can continue to use the Microsoft Premier Online portal or phone channels to submit a support request, if preferred.
- How do I purchase a Premier support contract?
To purchase Premier support, you should contact your Microsoft Account Manager. If you are not sure who to contact, please submit a request through the Premier contact form.
- What if I already have a Premier contract and I want to learn more about how to get the most from it?
Contact your Technical Account Manager (TAM) to discuss options for best utilising your existing Premier support agreement or right-sizing your Premier agreement to better suit your Azure needs. You can find your TAM’s name and contact information on the Microsoft Premier Online portal.
- What is Premier’s “Azure Rapid Response”?
Premier Azure Rapid Response is a Premier Support add-on that provides an elite package of features for companies running critical workloads on Microsoft Azure. With the Azure Rapid Response, you get a team of Support Engineers that understand and know your infrastructure and application environment, access to Preventative services and checks to improve scalability and avoid unnecessary downtime and also a 15-minute or less Initial Response Time on your Azure support requests on a 24/7 basis.
Premier Rapid Response is currently limited to the English language.
- Can Partners use the Premier Support for Partner (PSfP) contract for Azure Support?
Yes, Partners with Premier Support for Partners (PSfP) contracts are able to use their benefits to get Azure Support for their internal needs, as well as to assist their customers, as long as the Partner has been delegated admin/owner access to their customer’s Azure subscription. See FAQs above on how to submit a support request using your Premier contract.
- What is the Premier Cloud Service Dependency Map (CSDM)?
The Cloud Service Dependency Map (CSDM) documents critical system dependencies, both upstream and downstream, that could impact your cloud services. This will help your IT staff recognise potential issues before they happen, and help them resolve issues faster when a problem occurs.
Azure Support for Partners
- I have a Microsoft plan (such as MSDN, BizSpark or TechNet) that includes as a benefit a number of technical support requests. Can I use those for Azure technical support?
Yes, if you are eligible for these benefits and have activated your support access on the Visual Studio subscription portal. Access to Azure technical support requires a paid support plan. However, some Microsoft programmes could give you access to Azure technical support via Support Benefits, even if you don’t have a paid support plan. If you have these benefits, then from Azure portal Support Request Submission, select “Additional Options” under the “Support Plan” step and enter your Access ID and Contract ID information to proceed.
- I am an MPN partner. Can I use my MPN support benefits to submit an Azure technical support request?
Yes, if you are eligible for such benefits. Check the MPN Portal for details on your support benefits. If you have these benefits, then submit a support request from the Azure portal. Then, select “Additional Options” under the “Support Plan” step and enter your Access ID and Contract ID information to proceed.
- Are MPN partners able to use their on-premises MPN support benefits to get access to Azure Technical support?
Yes. MPN partners can use the same MPN benefits they have for other Microsoft products to receive Azure Technical support. To submit a new support request from the Azure portal, in the support request’s Step 4, select “Additional Support Options” and enter your Access ID and Contract ID information to proceed.