Azure Government support options

Microsoft offers a range of support options to meet the needs of United States government agencies using the dedicated Azure Government cloud platform.

As an introductory offer, all customers purchasing Microsoft Azure Government through an Enterprise Agreement will be eligible for Standard or ProDirect support, according to consumption, at no charge. Learn more about the Enterprise Agreement support program.

Feature comparison

SUPPORT PLANS Included Developer Standard Professional Direct Premier
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 Government Microsoft Azure Government Microsoft Azure Government Microsoft Azure Government All Microsoft products
Unlimited 24/7 billing and subscription support
Azure public forums 1
Azure Government documentation
Support provided by screened US persons
Unlimited 24/7 English-language technical support Business hours only 2
Non-Microsoft technologies running on Azure
Advisory services – – – – Limited advisory Customer-specific
Support account management – – – – Pooled Assigned
Escalation management – – – –
Cloud Service Dependency Mapping – – – – – –
On-site support – – – – – –
Initial response time3 < 8 business hours2 < 2 hours < 1 hour < 1 hour
Maximum severity C A A A
Monthly cost Included with Azure Government subscription $40.0/mo $375.0/mo $1250.0/mo Contact licensing service provider

1Two Azure online forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.

2For the United States, business hours are 6:00 a.m. to 6:00 p.m. Pacific time, Monday to Friday, excluding holidays.

3Initial 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.

As part of our continued commitment to bring continued innovation and improvements to Azure Government, we are pleased to announce the availability of new plans and options for Azure Government support, effective October 26, 2016.

We are also making support available free of charge for new and existing Azure Government customers, as described on this page.

What support is included with my Azure Government subscription?

Existing Azure Government customers will be automatically migrated to a new Azure Government support plan, according to their relationship level with MicrosoftA. New Azure Government customers will also benefit from the same offering:

  • Azure Government customers on an Enterprise Agreement (EA) will receive at least 12 months of Standard support at no additional cost.
  • Customers with annual EA commitments of at least $100000, or Azure Services consumption of at least $10000 per month for three consecutive months, will be automatically upgraded to Professional Direct support, in alignment with the Enterprise Agreement support offer detailed here.
  • Existing Microsoft Premier customers on Azure Government will have their contracts upgraded, free of charge, to include Azure Government support.
  • Azure Government Free Trial accounts have access to included Subscription Management and Billing support.

The new support plans for Azure Government have the same terms and conditions as those available today in Azure, with the added guarantee that support is provided by US persons who have been screened to meet US-government standards according to the Azure Government data access requirements.

Once the transition period to paid support plans has expired, Azure Government support will be available to customers for an additional cost, as described on this page. Review the new Azure Government support options in the above table on this page and start planning now.

Purchase options

Paid support offerings for Azure Government support are available for purchase as part of your Enterprise Agreement (EA) and are subject to your EA terms. Developer support will be available in the future and only via online purchase.

Offering availability

Azure Government Premier, Professional Direct, Standard and Developer support offerings are only available in the United States for customers eligible for Azure Government cloud. Learn more

Renewal policy

When the Azure Government support transition plan ends, you will have to choose a new paid support plan as described on this page to continue your technical support coverage.

At this time, if you select a new paid support plan, the subscription term will be six months and will be renewed automatically for another term by default thereafter. 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 Government support requires commitment for the duration of the subscription term. Cancellation will not result in a pro-rated refund.

A Through this transition promotion, Microsoft may provide certain benefits to government customers at no additional charge. Microsoft waives any and all entitlement to compensation from government customers for such benefits. Microsoft intends that the provision of these benefits to government customers without charge will fully comply with applicable gift, ethics and other laws and regulations related to gratuitous goods and services. Microsoft intends that the provision of these services shall be for the sole benefit and use of government customers, and not for the personal use or benefit of any individual government employee.