| SUPPORT PLANS | DEVELOPER1 | STANDARD2 | ENTERPRISE SERVICE3 |
|---|---|---|---|
| Scope | Microsoft Azure | Microsoft Azure | All Microsoft Products, including Azure |
| Self-help and Community | Online self-help, Documentation and MSDN forum | Online self-help, Documentation and MSDN forum | Online self-help, Documentation and MSDN forum |
| Best Practice | Access to full set of Azure Advisor recommendations | Access to full set of Azure Advisor recommendations | Access to full set of Azure Advisor recommendations |
| Health Status | Access to personalized Service Health Dashboard | Access to personalized Service Health Dashboard | Access to personalized Service Health Dashboard |
| ICP Support | |||
| Billing, Subscription & Quota Support | <= 4 business hours initial response | <= 4 business hours initial response | <= 4 business hours initial response |
| Technical Support | |||
| • Working Hours | Business hours access | 24*7 for Sev A | 24*7 for Sev A |
| • Maximum Severity | B | A | A |
| • Third-Party Software Support | Interoperability & configuration guidance and troubleshooting | Interoperability & configuration guidance and troubleshooting | |
| • Case Severity/Response Times |
Minimal business impact (Sev C): <= 8 business hours Moderate business impact (Sev B): <= 4 business hours |
Minimal business impact (Sev C): <= 8 business hours Moderate business impact (Sev B): <= 4 business hours Critical business impact (Sev A): <= 1 hour |
Minimal business impact (Sev C): <= 4 business hours Moderate business impact (Sev B): <= 2 business hours Critical business impact (Sev A): <= 1 hour (Azure Rapid Response <= 15 mins; Unified Enhance Response <=30 mins) Catastrophic business impact (Sev 1): <=15 minutes (Unified Enterprise) |
| • Delivery Resource | Support engineer | Support engineer |
Senior support engineer (from technology licensor) |
| Support Contact Method | Web Submission | Web Submission |
Web Submission, Phone (from technology licensor) |
| Who Can Open Cases |
One primary contact/ Unlimited cases |
Unlimited contacts/ Unlimited cases |
Unlimited contacts/ Unlimited cases |
| Architecture/Advisory Support | General guidance | Customer 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 training | ||
| Onsite Support | |||
| Proactive Guidance | |||
| Price | Free | Free | Items 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 customer success account manager (CSAM) for details.
Version history
1.4 Updated: April 2023
1.3 Updated: June 2021
1.2 Updated: November 2018
1.1 Updated: September 2016 More Details
Update description: Added “Working Time.”
1.0 Online: September 2014
