Azure Support Plans Azure Cloud Computing

SUPPORT PLANSDEVELOPER1STANDARD2ENTERPRISE SERVICE3ScopeMicrosoft AzureMicrosoft AzureAll Microsoft Products, including AzureSelf-help and CommunityOnline self-help,Documentation andMSDN forumOnline self-help,Documentation andMSDN forumOnline self-help,Documentation andMSDN forumBest Practice Access to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendationsHealth StatusAccess to personalized Service Health DashboardAccess to personalized Service Health DashboardAccess to personalized Service Health DashboardICP SupportBilling, Subscription & Quota Support Technical Support• Working HoursBusiness hours access24*7 for Sev A24*7 for Sev A• Maximum SeverityBAA• Third-Party Software SupportInteroperability & configuration guidance and troubleshootingInteroperability & configuration guidance and troubleshooting• Case Severity/Response TimesMinimal business impact (Sev C):

Moderate business impact (Sev B):

Minimal business impact (Sev C):

Moderate business impact (Sev B):

Critical business impact (Sev A):

Minimal business impact (Sev C):

Moderate business impact (Sev B):

Critical business impact (Sev A):

* Enterprise Support:
* Azure Rapid Response (ARR):

• Delivery Resource Support engineerSupport engineerSenior support engineer(from technology licensor)

Support Contact MethodWeb SubmissionWeb SubmissionWeb Submission, Phone(from technology licensor)

Who Can Open CasesOne primary contact/Unlimited cases

Unlimited contacts/Unlimited cases

Unlimited contacts/Unlimited cases

Architecture/Advisory SupportGeneral guidanceCustomer specific architectural support such as design reviews, performance tuning, configuration and implementation assistance delivered by Microsoft Azure technical specialists.Training Azure web seminars, on-demand trainingOnsite SupportProactive GuidancePriceFreeFreeItems highlighted in blue are paid advanced services.1 Customers purchasing through Online Service Standard Agreement (OSSA) are eligible for Developer support plan, at no charge. For whom the account charge amount accumulate above RMB50,000 in 3 continuously months (since Dec 15th, 2018) will be qualified to use Azure Standard support for 1 year.

2 Customers purchasing through Online Service Premier Agreement (OSPA) are eligible for Standard support plan, at no charge.

3 Advanced services in Enterprise support plan (highlighted in blue above) should be purchased through 21vianet technology licensor, please contact your account manager for details.

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Support scope, responsiveness and working hours

Version history
1.3 Updated: June .2 Updated: November .1 Updated: September 2016 More Details

Update description: Added “Working Time.”

1.0 Online: September 2014