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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.

Learn more about the Enterprise Agreement support program

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 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/month $300/month $1000/month

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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.

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 refuse 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.