| 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.
4 For commerce related inquires, such as billing, quota increase, subscription management etc., please submit a support ticket to 21Vianet for support.
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
