Service Level Agreement & Support

Service Level Agreement

The Service Level Agreement (SLA) describes Microsoft's commitments for uptime and connectivity. The SLA for individual Azure services are listed below. Since the SLA requirement for each service varies, users can refer to Azure.com for the most updated details.

Support

For users purchasing Azure Global services, they can have the freeedom 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. More support information can be found in Azure Support Plans

  • Submit online ticket thru 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 24x7 technical support for service issues with select Azure services (Virtual machine, Web app, SQL database, DocumentDB, Redis cache) via Resource health in Azure portal. Additional services will be added over time.

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 StorSimple support is provided for the first year for the physical appliance until the customer's next Enterprise Agreement anniversary, thereafter customers must purchase a StorSimple device support plan in addition to the Azure support plan; more information is available at https://msdn.microsoft.com/library/mt433077.aspx.