Service Level Agreement & Support

Service Level Agreement

The Service Level Agreement (SLA) describes Microsoft’s commitments to uptime and connectivity. Please click here for individual Azure service and get the most updated details through Azure.com.

Azure Support

For users purchasing Azure Global services, they can have the freedom to select any paid support plan that matches mostly to their business needs. There are four paid support plans on top of basis free support as below. Upon the support plan users select, they have two platforms to raise support requests. For more support information, please visit Azure Support Plans

  • Submit online ticket through Azure Portal
  • Find customer service phone number in the located country on Azure.com
AZURE SUPPORT PLANS INCLUDED WITH AZURE DEVELOPER STANDARD PROFESSIONAL DIRECT PREMIER
Best for: Billing and subscription support; online self-help Trial and non-production environments Production workload environments Business-critical dependence Substantial dependence across multiple products
Range of support Microsoft Azure Microsoft Azure Microsoft Azure Microsoft Azure All Microsoft products
Twitter @AzureSupport & Forums 1
Technical support for Azure service issues via Resource health 2,3
Unlimited 24x7 billing & subscription support
Unlimited 24x7 technical support, including non-Microsoft technologies running on Azure Business hours only 4
Advisory services Limited advisory Customer-specific
Escalation and account management Pooled account management Assigned account management
Initial response time 3 < 8 hours 4 < 2 hours < 1 hour < 15 minutes (with Azure Rapid Response) or <1 hour (without Azure Rapid Response)
Maximum severity 3 C A A A
Monthly costs $29/month $300/month $1,000/month Contact us
Azure Support plans 4 Developer Standard Professional Direct Premier

1 Two Azure online forum options: MSDN and Stack Overflow. MSDN is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.

2 Access to personalized service health dashboard&healyh API and get 247 technical support on select service,Virtual machine,Web app,SQL database, DocumentDB,Redie cache)*

3 Initial 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. For more information visit the Azure support scope and responsiveness page.

4 Support provided to customer until next EA anniversary. Customers must renew support at EA anniversary to be eligible for StorSimple support.more information please refer https://msdn.microsoft.com/library/mt433077.aspx.