How do I get support during an Outage or Service Interruption Event (SIE)?

Start by referring to Azure Service Health, a personalised dashboard that provides guidance and support when issues in Azure services affect you. Unlike our public status page which provides general status information, Azure Service Health provides tailored information about the impact to your resources. To be notified of service issues, use Azure Service Health to configure alerts so that the right people are notified of service health events affecting your resources. Finally, if Azure Service Health does not show any active or recent service issues, contact support using your technical support plan.

Related questions and answers

  • 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 24x7 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.

    Azure Stack is covered by the Standard, Pro Direct and Premier support plans.

  • Yes. Azure Stack is an extension of Azure and the support for Azure Stack is included in the Standard, Professional Direct and Premier paid support plans. Please note that Stack is not included in the Developer paid support plan.

  • If you purchased your support plan through the Azure website or Azure portal or if you have one under a Microsoft Customer Agreement, you may cancel your existing plan and then purchase a higher-tier plan in the Azure portal.

    If you have an Enterprise Agreement, contact your Microsoft representative or partner.

  • You may purchase a support plan online through the Azure website or Azure portal. A support plan is also available with a Microsoft Customer Agreement. If you have an Enterprise Agreement and you would like to purchase a Professional Direct support plan, contact your Microsoft representative or partner.

  • If you purchased your support plan through the Azure website or Azure portal or if you have one under a Microsoft Customer Agreement, we will automatically renew it using the payment method on file.

    If you purchased your support plan through a Microsoft representative or partner, they will notify you when it is time to renew.

  • If you purchased your support plan through the Azure website or Azure portal or if you have one under a Microsoft Customer Agreement, you can make changes in the Azure portal. To change your support plan, you must first cancel your existing plan and then purchase a new one. To cancel, select the support plan subscription you want to cancel, and then select Cancel subscription*.

    If you have questions about changing or cancelling your support plan, create a new support request. For Issue type*, select Subscription management*. Select the applicable support plan and then select Request for cancellation of a subscription*. Because support plans are billed monthly, you won’t get a prorated refund if you cancel before the end of the month.

    If you purchased your support plan through a Microsoft representative or partner, contact them for assistance.