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SUPPORT PLANS DEVELOPER1 STANDARD2 PREMIER3
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

    • 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 Premier 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

1.2 Updated: November 2018

1.1 Updated: September 2016 More Details

Update description: Added “Working Time.”

1.0 Online: September 2014