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Azure Support Professional Direct (ProDirect)

The Azure ProDirect offering is most appropriate for mid-size to large companies with substantial business critical utilisation of Microsoft Azure.

  • Fastest initial response of one hour or less for high-severity support requests
  • Escalation management for priority issues
  • Pooled team of ProDirect Managers provide account management

ProDirect details

Range of support Microsoft Azure
Unlimited 24x7 billing and subscription support1 Available
Unlimited 24x7 technical support1 Available
Non-Microsoft technologies running on Azure (See FAQ) Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies.
Escalation management Available
Support API (see details) Available
Advisory services (See FAQ) Guidance based on best practices to:
  • Plan for deployments and migrations
  • Plan for hybrid cloud solutions
  • Boost performance
  • Improve reliability and recoverability
  • Enhance security
Pooled service account management A pooled team dedicated to helping you get the most out of your Azure service:
  • Getting started with ProDirect session
  • Service reviews
  • "Ask the Experts" webinars
  • Enhanced outage communications
  • Azure Advisor consultations
Pooled team available in six languages: English, Spanish, Japanese, German, French Canadian and Brazilian Portuguese
Incident submission Online
Initial response time < 1 hour
Maximum severity2 “A” (Critical business impact)

1 24x7 in English for Sev A and B and in Japanese for severity A. For other languages and severities, support provided during local business hours.

2 The maximum severity (business impact) for ProDirect is “A” regardless of language.; Severity: A (highest level of impact), B, C. See Support Response for more information.

Included for all Azure customers and partners

  • Support provided in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean and Japanese.
  • Unlimited subscription management (e.g., billing, quota adjustments, account transfers)
  • 1Two Azure online forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.
  • Twitter @AzureSupport
  • Azure service dashboard

ProDirect Case studies

Learn about other plans


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Azure Developer is appropriate for companies or individuals using Microsoft Azure in a non-production environment or for trial and evaluation.

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