Azure Support for Customers

Microsoft offers a range of support options for customers, from developers starting their journey in the cloud to enterprises deploying business-critical, strategic applications on Microsoft Azure.

Plan comparison

Support plans Included Developer

Upgrade Support

Standard

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Professional Direct

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Premier

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Best for: Billing and Subscription Support; Online Self-help Non-production environment Limited business-critical dependence on Azure Substantial dependence on Azure Business-critical, strategic dependence on Azure
Range of support Microsoft Azure Microsoft Azure Microsoft Azure Microsoft Azure All Microsoft products
Twitter @AzureSupport 1
Azure Forumshttps://docs.microsoft.com/en-gb/azure/resource-health/resource-health-overview and Documentation 2,4
Unlimited 24/7 billing and subscription support
Unlimited 24/7 technical support   Business hours only 4
Non-Microsoft technologies running on Azure  
Advisory services       Limited advisory Customer-specific
Escalation management       Pooled Assigned
Initial response time 3   < 8 hours 4 < 2 hours < 1 hour < 15 minutes (with Azure Rapid Response) or <1 hour (without Azure Rapid Response)
Maximum severity   C A A A
Monthly costs   $29.0/month $300.0/month $1000.0/month Contact us
Support plans 4   Developer

Upgrade Support

Standard

Upgrade Support

Professional Direct

Upgrade Support

Premier

Contact Premier

1 Initial response time (IRT) shown is for the maximum severity of each offering, and is the fastest IRT available for each offering. Lower severities have a longer IRT.

2 For most countries, business hours are from 9:00 a.m. to 5:00 p.m. during week days (weekends and holidays excluded). For North America, business hours are 6:00 a.m. to 6:00 p.m. Pacific time, Monday to Friday excluding holidays. In Japan, business hours are from 9:00 a.m. to 5:30 p.m. weekdays.

3 Support provided in ten languages: English, Spanish, French, German, Hebrew, Italian, Portuguese, Traditional Chinese, Korean and Japanese: 24/7 support in English for severity A and B and in Japanese for severity A. For other languages and severities, support is provided during local business hours.

4 Two Azure online forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.

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Azure Government and Azure Germany customers

Support plans and pricing on this page are for Azure customers and do not include plans for Azure Government or Azure Germany customers.

Azure Government Support includes a range of support options designed to meet the needs of United States government agencies. Learn more.

Azure Germany Support includes a range of support options designed to match the Azure Germany privacy standards. Learn more.

Purchase options

Azure Premier, Professional Direct and Standard support agreements can be purchased as part of your Enterprise Agreement (EA) and are subject to your EA terms. Developer Support is not available in EA.  Contact your Microsoft Sales Representative for more information.

Azure Professional Direct, Standard and Developer can also be purchased online.

The subscription term is 6 months. Acceptable payment types for online purchase are limited to credit and debit cards, unless previously approved for invoice. Please note that we do not accept prepaid and virtual credit cards. You will be billed monthly, along with your Azure subscription. Monetary commitment dollars may not be applied towards Support. You may choose to upgrade your current Azure Support offer at any time by contacting Billing and Subscription Support.

For additional information on Premier Support, including how to purchase, please visit the Premier Support website.

Offering availability

Azure Developer, Standard and Professional Direct Support plans are generally available in markets in which Microsoft Azure is offered.

Renewal policy

By default, your subscription to Support will renew automatically. You will be notified via email when your term is about to renew. You may disable the auto-renewal at any time.

Cancellation policy

Azure Support requires commitment for the duration of the subscription term. Cancellation will not result in a pro-rated refund.