Here is an up to date summary of the current state of MS Azure support tiers, there are 5 tiers of support currently available.

This changes regularly, and effects the SLA and general level of support from Microsoft

BASICDEVELOPERSTANDARDPROFESSIONAL -DIRECTPREMIER
ScopeAvailable to all Microsoft Azure accountsMicrosoft Azure:Trial and non-production environmentsMicrosoft Azure:Production workload environmentsMicrosoft Azure:Business-critical dependenceAll Microsoft Products, including Azure:Substantial dependence across multiple products
Customer Service, Self-help and Communities24/7 access to billing and subscription support, online self-help, documentation, whitepapers and support forums24/7 access to billing and subscription support, online self-help, documentation, whitepapers and support forums24/7 access to billing and subscription support, online self-help, documentation, whitepapers and support forums24/7 access to billing and subscription support, online self-help, documentation, whitepapers and support forums24/7 access to billing and subscription support, online self-help, documentation, whitepapers and support forums
Best PracticesAccess to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendationsAccess to full set of Azure Advisor recommendations
Health Status and NotificationsAccess to personalised Service Health Dashboard & Health APIAccess to personalised Service Health Dashboard & Health APIAccess to personalised Service Health Dashboard & Health APIAccess to personalised Service Health Dashboard & Health APIAccess to personalised Service Health Dashboard & Health API
Technical SupportNot availableBusiness hours access1 to Support Engineers via email24×7 access to Support Engineers via email and phone24×7 access to Support Engineers via email and phone24×7 access to Support Engineers via email and phone
Who Can Open CasesNot availableUnlimited contacts / unlimited casesUnlimited contacts / unlimited casesUnlimited contacts / unlimited casesUnlimited contacts / unlimited cases
Third-Party Software SupportNot availableInteroperability & configuration guidance and troubleshootingInteroperability & configuration guidance and troubleshootingInteroperability & configuration guidance and troubleshootingInteroperability & configuration guidance and troubleshooting
Case Severity / Response TimesNot availableMinimal business impact (Sev C):
<8 business hours1
Minimal business impact (Sev C):
<8 business hours1Moderate business impact (Sev B):
<4 hoursCritical business impact (Sev A):
<1 hour
Minimal business impact (Sev C):
<4 business hours1Moderate business impact (Sev B):
<2 hoursCritical business impact (Sev A):
<1 hour
Minimal business impact (Sev C):
<4 business hours1Moderate business impact (Sev B):
<2 hoursCritical business impact (Sev A):
<1 hour
<15 minutes (with Azure Rapid Response or Azure Event Management)
Architecture SupportNot availableGeneral guidanceGeneral guidanceArchitectural guidance based on best practice delivered by ProDirect Delivery ManagerCustomer-specific architectural support such as design reviews, performance tuning, configuration and implementation assistance delivered by Microsoft Azure technical specialists.
Operations SupportNot availableNot availableNot availableOnboarding services, service reviews, Azure Advisor consultationsTechnical account manager-led service reviews and reporting
TrainingNot availableNot availableNot availableAzure Engineering-led web seminarsAzure Engineering-led web seminars, on-demand training
Proactive GuidanceNot availableNot availableNot availableProDirect Delivery ManagerDesignated Technical Account Manager
Launch SupportNot availableNot availableNot availableNot availableAzure Event Management (available for additional fee)
PricingNot available£21.614/month£74.531/month£745.309/monthContact us

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Gerry Reid

Gerry Reid

“Technology leader with 20+ years experience in Agile IT Development, consulting, operations, delivery, project management in CRM, robotics, automation, cloud in financial services, telecoms & consulting sector",
https://crmanalytics.net/wp-content/uploads/2020/04/azurelogo_16-1024x532.jpghttps://crmanalytics.net/wp-content/uploads/2020/04/azurelogo_16-150x150.jpgGerry ReidAzureAZ-900,AzureHere is an up to date summary of the current state of MS Azure support tiers, there are 5 tiers of support currently available. This changes regularly, and effects the SLA and general level of support from Microsoft BASICDEVELOPERSTANDARDPROFESSIONAL -DIRECTPREMIERScopeAvailable to all Microsoft Azure accountsMicrosoft Azure:Trial and non-production environmentsMicrosoft Azure:Production...CRM consulting and technology for Ireland and Europe, in the Public and private sector