Plans
- BASIC AND ALL PLANS
- 24/7 Access to billing and subscription support
- Online Self-Help Azure documentation and white papers (guides on complex scenarios)
- Forums – support with other Azure users to ask and answer questions
- Azure Advisor – best practice recommendations for multiple Azure services
- Service Health – access to current and future planned maintenance on the Azure Platform
- Developer Price $. Business Hours Email
- Standard Price $$. 24/7 Email/Phone Support.
- Professional Direct $$$. 24/7 Email/Phone Support.
- Premier $$$$. 24/7 Email/Phone Support.
- Unlimited Support Cases
- Azure Configuration: Guidance/Troubleshooting
- Response Time: Developer/Standard Sev C : <8 hours, Professional Direct and Premier < 4 hours. Severity B. Standard <4 hours, Professional/Professional Direct <2 Hours. Severity A <1 hour Standard, Professional Direct, and Premier
- Architecture Support. General Guidance, General Guidance, Arch. Guidance, Customer Specific
- Operations Support. Onboarding Reviews for Professional Direct,and Tech Reviews/Reporting/Tech Account Management for premier
- Training: Webinars for Professional Direct, Premier on demand.
Tickets
- A ticket is a support inquiry, and a ticket is a unique identifier, a ticket is a reference to an issue. Support tickets through the azure portal.
Channels
- Support Channels
- Azure Documentation – written by technical experts, product managers
- Forums – suits everyone from beginners to experts. Ask questions, answer some, and search for past knowledge being shared.
- Social Media – direct support from Azure as a team and other Microsoft experts and community heroes
Azure on Q&A
- Central knowledgebase
- You can’t add a new question or add to an existing one.
- Questions are Awesome
Service Level Agreements
- Azure service level guarantees. Services are stable. A contract between a service provider and a client.
- How do I know they’re fixing the problem? How to do the problem when the VM isn’t on?
- A contract with the power company and how long the power stays out.
- If there’s a breach in the SLA, you can claim.
- There are many SLAs in Azure.
- SLAs can have various levels depending on the number and variety of services, which region you use, and much more.
- SLA’s are given by microsoft – not something you choose. NO SLAs for free products and services!
- If you run single VM there is a 99.9% uptime.
Service Lifecycle
- Could ask customers for help when testing a new service before Microsoft has put time developing a product or service
- Some services start in a Private phase – invite only by the product team for the service
- Some services start as a public preview for evaluation services
- General Availability – means azure services are generally available to all customers with a normal service, including SLA
- For new features, watch for previews, new features and updates by the Azure updates feed – https://azure.microsoft.com/en-us/updates/