Support scope and responsiveness

Understanding initial response time

Support scope

Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. Advisory, proactive and service account management services are available at the Professional Direct and Premier support levels.

Products and services covered:

  • Microsoft Azure services released to General Availability and purchased from Microsoft are covered by all support plans.
  • Microsoft Azure Public previews are covered by all support plans.
  • Non-Microsoft technologies, when provided by Microsoft as part of an Azure product feature, are covered by all support plans, such as the Azure SDK and sample code for Python.
  • Support for services purchased through another channel (other than purchased online, for example, Enterprise Agreement) are governed by the agreement terms for that purchase.

Severity and responsiveness

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).

Customer’s situation Initial response time 2 Expected customer response
Severity A Critical business impact

Customer’s business has significant loss or degradation of services, and requires immediate attention. 3

Developer N/A 1

Allocation of appropriate resources to sustain continuous effort all day, every day. Otherwise, Microsoft may at its discretion decrease the severity to level B.

Accurate contact information on customer.

Standard < 2 hr
ProDirect < 1 hr
Premier < 1 hr
Azure Rapid Response < 15 min
24/7 access
Severity B Moderate business impact

Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner. 3

Developer N/A 1

If the customer selects 24 hr support for Severity B, then the customer must allocate appropriate resources to sustain continuous effort all day, every day. Otherwise, Microsoft may at its discretion decrease the severity to level C.

Accurate contact information on customer.

Standard < 4 hr
ProDirect < 2 hr
Premier < 2 hr
Azure Rapid Response < 2 hr
Business hours access 4 (24/7 available)
Severity C Minimum business impact

Customer’s business is functioning with minor impediments of services.

Developer < 8 hr 4

Accurate contact information on customer.

Standard < 8 hr 4
ProDirect < 4 hr
Premier < 4 hr
Azure Rapid Response < 4 hr
Business hours access 4

1 Maximum severity for Developer support is Severity C. Severities A and B are not available.

2 Based on 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.

3 Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.

4 For most countries, business hours are from 9:00 a.m. to 5:00 p.m. during weekdays (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 AM to 5:30 PM weekdays.