Support Features | Microsoft Azure

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 program

Azure Germany support plan comparison

¹Online Forums and Social media are public-access and are not covered by any restricted data agreements. Azure online public forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft information shared in the forums is available to all Azure customers.
²German support business hours are 9am-5pm, Monday through Friday, excluding Bavarian 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.
⁴StorSimple support is provided for the first year for the physical appliance until the customer's next Enterprise Agreement anniversary, thereafter customers must purchase a StorSimple device support plan in addition to the Azure support plan; more information is available here.
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 24x7 Billing and Subscription Support	Available	Available	Available	Available	Available
Twitter @AzureSupport and Forums¹	Available	Available	Available	Available	Available
Unlimited 24x7 German and English language technical support	Not available	Business hours only²	Available	Available	Available
Non-Microsoft technologies running on Azure	Not available	Available	Available	Available	Available
Advisory services	Not available	Not available	Not available	Limited advisory	Customer-specific
Escalation and account management	Not available	Not available	Not available	Pooled account management	Assigned account management
Initial response time³	Not available	< 8 business hours²	< 2 hours	< 1 hour	< 1 hour
Maximum severity	Not available	C	A	A	A
Monthly costs⁴	Included with Azure Germany subscription	$29/mo	$300/mo	$1000/mo	Contact Us
		Upgrade support	Upgrade support	Upgrade support

Service Description

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, which 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.

Purchase Options

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 available only 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 program.

Offering Availability

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.

Renewal Policy

By default, your subscription to support will automatically renew. You may disable auto-renewal at any time.

Cancellation Policy

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 Business Hours only 9am-5pm, Monday through Friday, excluding Bavarian holidays. After hours support and Business 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 impact Microsoft’s ability to fully support the issue and may result in limited support coverage.