Azure offers flexible support options for customers of all sizes, from developers starting their journey in the cloud to enterprises deploying business critical applications. These support options provide you with the best available expertise to increase your productivity, reduce your business costs, and accelerate your application development.
Important: The price in R$ is merely a reference; this is an int'l transaction and the final price is subject to exchange rates and the inclusion of IOF taxes and an eNF will not be issued.
|Billing and subscription management|
|Web incident submission|
|Unlimited break/fix (24x7)4|
|Fastest response time4||<8 hours||<2 hours||<1 hour||<15 minutes3|
|Phone support (call backs)||3/Month||Unlimited||Unlimited|
|Service Delivery Management||Pooled||Assigned|
|Escalation phone line|
1 Service Delivery Management and Advisory Support services related to Professional Direct Support are provided in English and Japanese only during local business hours.
2Read more about Premier Support, including purchase information.
315-minute response time is available only with the purchase of Microsoft Rapid Response and Premier Support for Azure.
4Based on support availability of 24x7 in English for all severities; 24x7 in Japanese for severity A and local business hours for severity B and C; and local business hours for the remaining local languages: Spanish, French, German, Italian, Brazilian Portuguese, Traditional Chinese, and Korean.
5Professional Direct support provides you with limited advisory support in comparison to Premier. Professional Direct Advisory is your access point to Azure Support for guidance based on publically available documentation regarding Microsoft Azure. ProDirect, however, does not provide detailed advisory assistance specific to an individual customer such as code or architecture reviews, design reviews, detailed instructions for application or configuration tuning (e.g., performance tuning), or the verification of specifications. Also, ProDirect does not engage in implementation activities such as, but not limited to, coding or configuration for customer development or deployment on Microsoft Azure.
Microsoft Professional Direct Support for Azure provides first-class support designed especially for mid-sized customers who require elevated support and access to experts and top-rated educational events. With Professional Direct Support, we help you maximize application uptime, reduce cost, and accelerate your development.
Technical support will be provided in local language where available. Exclusive content and services provided by the Service Delivery Management team as shown above will be provided in English and Japanese only.
In addition to English, Azure support is provided in local languages including Spanish, French, German, Italian, Brazilian Portuguese, Traditional Chinese, Korean, and Japanese. In addition, support in Japanese is provided 24x7 for Severity A incidents and during local business hours for Severity B and C incidents (9am-5:30pm weekdays).
Support for billing and subscription management-related issues is available at all support levels. Support for break-fix issues is provided through developer, standard, Pro direct, or Premier support. Break-fix issues are problems experienced by customers while using Azure where there is a reasonable expectation that Microsoft caused the problem. Developer mentoring and advisory services are available at the Professional Direct and Premier support levels.
Products and services covered:
Questions on supported products can be answered in our community forums.
|Severity2||Customer’s situation||Expected Microsoft response||Expected customer response|
Critical business impact:
Moderate business impact:
Minimum business impact:
1 Severity A support is only available for the Standard and Professional Direct support tiers. If you are a Premier customer, please login to your Premier portal to submit.
2 Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.
3Based on 24x7 in English for all severities; 24x7 in Japanese for severity A and local business hours for severity B and C; and local business hours for the remaining local languages: Spanish, French, German, Italian, Brazilian Portuguese, Traditional Chinese, and Korean.
Azure support offers flat rate pricing. Purchase Azure.
|Support levels||Price (per month)|
Azure Developer, Standard and Professional Direct Support can be purchased online at WindowsAzure.com. The subscription term is 6-months. Acceptable payment types are limited to credit and debit cards, unless previously approved for invoice. Please note that we do not accept prepaid and virtual credit cards. You will be billed monthly, along with your Azure subscription. Monetary commitment dollars may not be applied toward Support. You may choose to upgrade your current Azure Support offer at any time by contacting Billing and Subscription Support.
Azure Standard and Professional Direct Support agreements can also be purchased as part of your Enterprise Agreement (EA) and are subject to your EA terms. Developer Support is not available in EA. Contact your Microsoft Sales Representative for more information.
For additional information on Premier Support, including how to purchase, please visit the Premier Support Website.
Azure Support requires commitment for the duration of the subscription term. Cancelation will not result in a pro-rated refund.
By default, your subscription to Support will automatically renew. You will be notified via e-mail when your term is about to renew. You may disable the auto-renewal at any time.
Azure Developer, Standard, and Professional Direct Support plans are available in all markets in which Azure is offered.
Partners with Premier Support are able to use the program benefits for Azure support in the "to" and "though" model to assist their customers.
Azure presales support: 1-800-867-1389