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  • 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

Billing and subscription management support included for all Azure customers

Ability to submit support issues 24x71

Non-Microsoft technologies running on Azure (See FAQ)

Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies.

Escalation management

Support API (see details)

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


< 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)
  • Two Azure online forum options: Microsoft Q&A and Stack Overflow. Microsoft Q&A is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.
  • Twitter @AzureSupport
  • Azure service dashboard

Learn about other plans


Azure Standard is a good choice for small to mid-size companies with minimal business critical dependence on Microsoft Azure.


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