Support

Question 1

Support is offered via plans.

Answer 1

There are 5 options:
As you get closer to Premier from Basics the higher the cost and the higher the level of support.

1. Basic
2. Developer
3. Standard
4. Professional Direct
5. Premier

Question 2

What is offered / available on all plans (free of charge)?

This is the basic plan.

Answer 2

1) 24/7 Access - Billing, Subscription support.
2) Online Self-help - White Papers, Documentation.
3) Forums - Work with other Azure users.
4) Azure Advisor - Best practice recommendations for services.
5) Service Health - Access to current issues and future planned maintenance on the Azure Platform.

Question 3

How do you interface with Azure Support?

Answer 3

This is a ticket.

* Tickets are submitted via the Azure portal.

Question 4

Azure Technical Support Avenues?

Answer 4

1) Azure Documentation
2) Forums (searchable)
3) Social Media (Ask Microsoft experts & Community heroes)

Question 5

What is Azure Q&A?

Answer 5

A centralised location for Q&A and is searchable.

Question 6

Service Level Agreements:

Answer 6

These ensure that the services you have purchased from Azure perform at the level you expect.

Service-level agreements are implicit for all Azure paid services.

You get an SLA included with every subscription level and support level. In general, there are no SLAs associated with free products on Azure.

Question 7

What is the Service LifeCycle?

Answer 7

It is the lifecycle of a service in Azure. There are 3 stages.

1) Public Preview - available to all customers.
2) Private Preview - available only to specific customers.
3) General Availability. - A service is moved to GA when the services team is ready.

Question 8

How do you demo a preview service in Azure?

Answer 8

Browser to: preview.portal.azure.com

All services in preview are available here.

Question 9

What are the response times for a user with a developer account?

Answer 9

Sev. C: <8 Hours

Sev. B : N/A

Question 10

What are the response times for a user with a Standard account?

Answer 10

Sev. C: <8 Hours

Sev. B : <4 Hours

Question 11

What are the response times for a user with a Professional Direct account?

Answer 11

Sev. C: <4 Hours

Sev. B : <2 Hours

Question 12

What are the response times for a user with a Premiere Account?

Answer 12

Sev. C: <4 Hours

Sev. B : <2 Hours