Azure Germany support plans
Microsoft offers a range of support options designed to meet the additional privacy needs of EU/EFTA organisations using the Azure Germany cloud solution
All customers who have purchased Microsoft Azure Germany through an Enterprise Agreement are eligible for Standard or ProDirect support, according to consumption, at no charge.
Azure Germany support plan comparison
|Azure Support plans||Included||Developer||Standard||Professional Direct||Premier|
|Best for:||Billing and Subscription Support; Online Self-help||Trial and non-production environments||Production workload environments||Business-critical dependence||Substantial dependence across multiple products|
|Range of support:||Microsoft Azure Germany||Microsoft Azure Germany||Microsoft Azure Germany||Microsoft Azure Germany||All Microsoft products|
|Unlimited 24/7 billing and subscription support|
|Twitter @AzureSupport & Forums1|
|Unlimited 24/7 German & English language technical support||Business hours only2|
|Non-Microsoft technologies running on Azure|
|Advisory services||Limited advisory||Customer-specific|
|Escalation and account management||Pooled account management||Assigned account management|
|Initial response time3||< 8 business hours2||< 2 hours||< 1 hour||< 1 hour|
|Monthly costs4||Included with Azure Germany subscription||$29/month||$300/month||$1000/month|
|Upgrade support||Upgrade support||Upgrade support|
Azure Germany support was built from the ground up with German standards of privacy in mind, providing added value to the Microsoft German Cloud sovereignty benefits. Technical and Subscription Management support is in most cases provided by a Germany-based staff, that has been especially trained to German standards of compliance4.
Also, as covered by the Azure Germany Online Services Terms, Microsoft personnel (including support) have no access to your customer data stored in the cloud, unless (1) you decide to share it with Microsoft, by sending us notes, files and attachments or (2) when such access is granted and supervised by the Data Trustee, for limited duration and permitted purpose.
Paid support offerings for Azure Germany are available for purchase as part of your Enterprise Agreement (EA) and are subject to your EA terms. Developer support is only available via online purchase.
All customers who have purchased Microsoft Azure Germany through an Enterprise Agreement are eligible for Standard or ProDirect support, according to consumption, at no charge. Learn more about the Enterprise Agreement support programme.
Azure Germany Premier, Professional Direct, Standard and Developer support offerings are available only in the European Economic Community, for customers eligible for Azure Germany. Learn more about Azure Germany.
By default, your subscription to Support will be renewed automatically. You may disable auto-renewal at any time.
Azure Germany support requires commitment for the duration of the subscription term. Cancellation will not result in a pro-rated refund.
4 Technical and subscription management support provided in German and English out of Germany, during German working hours only: 09:00-17:00, Monday to Friday, excluding Bavarian holidays. After-hours support and working hours support for specific Azure technologies might be provided outside of Germany. Escalations to Support and DevOps personnel outside of Germany might be required to fully support some issues and require customer verbal consent and approval. A refusal to provide consent to escalate support requests outside of Germany might affect Microsoft’s ability to fully support the issue and may result in limited support coverage.