How do I contact Azure Support?
You get easy access to Azure Support by going online to the Azure Portal and submitting a support request. This is the fastest way to hear back from a Support Engineer that will be ready to start helping you. Access to Subscription Management and billing support is included with your Microsoft Azure subscription, and Technical Support is provided through one of the Azure Support Plans.
Why is submitting a request online the preferred method of contacting Azure Support?
Submitting support requests online allows us to deliver fast and deep technical expertise in the most effective and efficient manner possible. Due to the detailed nature of the requests, it is much easier to provide relevant information online, compared to reading this information over the phone. This model also eliminates unproductive hold time for a simple, intuitive online process. As a result, customer problems are routed more quickly, to the most qualified engineer.
Is there a phone number I can call to contact the Azure Support?
Contacting the Microsoft Azure Support over the phone will not speed up the processing of your request and you will get a much better and faster experience by contacting support via the Azure Portal. If you cannot submit a request online, you can find a local support number from our list of regional Global Customer Service Centers.
How do I submit a support request?
The easiest and fastest way to submit a support request is from the Azure Portal. Simply select “Support” from the menu bar or open the “Help + support” hub. For more detailed information, please review “How to create an Azure support request”.
How do I submit a technical support request by using Azure Support Benefits?
Access to Azure technical support requires a paid support plan. However, some Microsoft programs could give you access to Azure technical support via Support Benefits even if you don’t have a paid support plan. If you have these benefits, then from Azure Portal Support Request Submission, select “Additional Options” under the “Support Plan” step and enter your Access ID and Contract ID information to proceed.
If you have not yet activated your technical support benefits, please do so by following these steps, depending on which program entitles you to support benefits. You will need your Access ID and Contract ID to take advantage of your Azure Support Benefits.
MSDN/BizSpark – Log in to the MSDN Management Portal and activate your support benefit by clicking the technical support link at the bottom of the page. The option listed below is only displayed if you are entitled for Technical Support Benefits.
MPN/SCS – contact the MPN Regional Support Center by going to https://partner.microsoft.com/en-US/support. From there, sign in to your MPN Account and contact support.
Support for billing and subscription management issues is included with your Microsoft Azure subscription at no additional charge, so you don’t need to use your technical support benefits to receive support from Microsoft for billing or subscription related issues.
How do I submit a support request if I cannot log in to the portal?
If you are unable to log in to the Azure Portal, visit https://aka.ms/AzurePortalHelp for assistance.
How do I get support if I don’t have an Azure subscription yet, and I get an error message while creating one?
You can open a Subscription Management support request through the Azure portal, even if your subscription has not yet been created.
Who can submit a support request?
The account administrator, service administrator, or co-administrator on the subscription can submit a support request. Additionally any users with ‘write permissions’ (Owner/Contributor) to a subscription will be able to submit and manage a support request related to that given subscription.
How do I authorize another person to submit support requests for a particular Azure subscription?
Learn more on how you can create a custom “Support Request Contributor” role at the subscription level and grant the role to all users who want to open a support request for that subscription.
I am developing applications on-behalf of, or assisting my client that is running on Microsoft Azure. How do I get support?
You can get support from Azure in two ways:
- Being the Account Administrator of your customer’s subscription, you can purchase an Azure Support plan for that account, as with any subscription you own under the same account are covered by the same support plan. You can also use your Partner benefits (for example, Signature Cloud Support or MPN Support) to submit a support request, without having to acquire a dedicated Azure Support plan.
- Get support using your customer’s account. To do so, the Partner (you) must have administrator or owner privileges to the customer’s subscription. The customer’s subscription then needs to have a support plan covering it, or the Partner can use their Azure Support Benefits (for example, Signature Cloud Support or MPN Support) to submit a support request, without having to acquire a dedicated Azure Support plan.
What is Initial Response Time and how quickly can I expect to hear back from someone after submitting my support request?
Initial Response Time is the period from when you submit your support request to when a Microsoft Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).
How quickly will you resolve my support request?
Microsoft is committed to assist you in resolving your issue as soon as possible. Sometimes that means focusing efforts on reducing the business impact and mitigating any negative impact to your operation, before moving to a full solution. Therefore, we make a commitment to Initial Response Time and also in working with you until the impact of your issue is mitigated, having no direct SLA for support request resolution. The time it takes to troubleshoot and resolve a support request varies greatly based on the specifics of the issue. We will work with you to get the issue resolved as fast as possible.
I’m running a non-Microsoft technology on Microsoft Azure or a custom application built using Open Source Software (OSS). Does my plan support it?
Microsoft offers customers the ability to run non-Microsoft technologies on the Microsoft Azure platform, including but not limited to Linux, Oracle, SAP, and IBM. For all scenarios that are eligible for support through an Azure Support plan, Microsoft Support will help in isolating the issue between the Microsoft Azure Service and your custom application.
Full technical support will be provided if the issue is determined to be caused by a Microsoft Azure service or platform. Commercially reasonable support will be provided to all other scenarios. When an adequate solution to your issue is not achieved, you might be referred to other support channels that are available for the non-Microsoft software.
Can I request a call back when submitting a support request online?
Yes, this is a benefit for customers with a Standard or Professional Direct support plan. If you prefer to speak to a support engineer, you can request Microsoft to call you by selecting “By Phone” as your preferred method of contact during your support request submission. Customers on the Standard plan can request calls up to three requests per month. Professional Direct customers can request an unlimited number of call-backs per month.
How do I get support during an Outage or Service Interruption Event (SIE)?
During a SIE (Service Outage), Microsoft provides frequent and timely updates to the Azure Status Dashboard. This is the best way to receive the latest information. You can still submit a support request, and Microsoft will work with you to determine whether your issue is related to an ongoing SIE.
Which support plan do I need in order to request a Root-Cause Analysis (RCA)?
If you have opened an Azure technical support case and need an RCA, you can request one for all Azure support plans, including Premier.