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.
- Open and flexible
As an introductory offer, all customers purchasing Microsoft Azure Government through an Enterprise Agreement will be eligible for Standard or ProDirect support, according to consumption, at no charge. Learn more about the Enterprise Agreement support program.
|SUPPORT PLANS||Included||Developer||Standard||Professional Direct||Premier|
|Best for||Billing and subscription support; Online self-help||Non-production environment||Limited business critical dependence on Azure||Substantial dependence on Azure||Business critical, strategic dependence on Azure|
|Range of support||Microsoft Azure Government||Microsoft Azure Government||Microsoft Azure Government||Microsoft Azure Government||All Microsoft products|
|Unlimited 24x7 Billing and Subscription Support|
|Azure public forums 1|
|Azure Government documentation|
|Support provided by screened US persons 5||Business hours only 2||Business hours only 2||Business hours only 2||Business hours only 2|
|Unlimited 24x7 English language technical support||– –||Business hours only 2||24x7||24x7||24x7|
|Non-Microsoft technologies running on Azure||– –|
|Advisory services||– –||– –||– –||Limited advisory||Customer specific|
|Support account management||– –||– –||– –||Pooled||Assigned|
|Escalation management||– –||– –||– –|
|Cloud Service Dependency Mapping||– –||– –||– –||– –|
|Onsite support||– –||– –||– –||– –|
|Initial response time3||– –||< 8 business hours2||< 2 hours||< 1 hour||< 1 hour|
|Maximum severity||– –||C||A||A||A|
|Monthly cost4||Included with Azure Government subscription||$40/mo||$375/mo||$1250/mo||Contact licensing service provider|
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 October 26, 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.
- Customers with annual EA commitments of at least $100000, or Azure Services consumption of at least $10000 per month for three consecutive months, will be automatically upgraded to Professional Direct support, in alignment with the Enterprise Agreement support offer detailed here.
- 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.
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.
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
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.
At that time, if you select a new paid support plan, the subscription term will be 6-months and it will renew automatically for another term by default thereafter. You will be notified via e-mail when your term is about to renew. You may disable the auto-renewal at any time.
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.