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.

  • Trusted
  • Compliant
  • Open and flexible

The Azure Government support options on this page do not apply to Microsoft Azure Government Secret. For more details on Microsoft’s support options for Azure Government Secret, please reach out to your Account Executive.

Learn more about the Enterprise Agreement support program

Azure plan comparison

AZURE SUPPORT PLANS Included

Developer

Gov Developer

Standard

Gov Standard

Professional Direct

Gov Pro Direct

Premier

Gov Premier
Best for: Billing and subscription support; Online self-help Trial and non-productions environments Production workload environments Business-critical dependence Business critical, strategic dependence on Azure
Range of support Microsoft Azure Government Microsoft Azure Government Microsoft Azure Government Microsoft Azure Government All Microsoft products
Twitter @AzureSupport and Forums1 Available Available Available Available Available
Unlimited 24x7 Billing and Subscription Support Available Available Available Available Available
Azure Government documentation Available Available Available Available Available
Support provided by screened US persons 5 Included Business hours only 2 Business hours only 2 Business hours only 2 Business hours only 2
Unlimited 24x7 English language technical support Not available Business hours only 2 24x7 24x7 24x7
Unlimited 24x7 technical support, including non-Microsoft technologies running on Azure Not available Business hours only 2 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
Escalation management Not available Not available Not available Available Available
Cloud Service Dependency Mapping Not available Not available Not available Not available Available
Onsite support Not available Not available Not available Not available Available
Initial response time3 Not available < 8 business hours2 < 1 hour < 1 hour < 1 hour
Maximum severity Not available C A A A
Monthly cost4 Included with Azure Government subscription $40/mo $125/mo $1250/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 AM to 6:00 PM Pacific time, Monday through 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.

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.

5As of 18th October 2017 the Azure Government support model has changed: after hours support for Azure technologies might be provided outside of US.

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 26th October 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.
  • 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, screened to meet US-government standards according to the Azure Government data access requirements.

Once the transition period to paid support plans expire, 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 are available to purchase as part of your Enterprise Agreement (EA) and are subject to your EA terms or by credit card for Pay-As-You-Go customers.

Offering availability

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

Renewal policy

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

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.