Service Level Agreement & Support
Service Level Agreement
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.