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Azure Support: Professional Direct (ProDirect)

The Azure ProDirect offering is most appropriate for mid-size to large companies with substantial business critical utilization of Microsoft Azure.

  • Fastest initial response of one hour or less for high-severity support requests
  • Escalation management for priority issues
  • Pooled team of ProDirect Managers provide account management

ProDirect details

Range of support Microsoft Azure
Billing and subscription management support included for all Azure customers Available
Ability to submit support issues 24/71 Available
Non-Microsoft technologies running on Azure (See FAQ) Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies.
Escalation management Available
Support API (see details) Available
Advisory services (See FAQ) Guidance based on best practices to:
  • Plan for deployments and migrations
  • Plan for hybrid cloud solutions
  • Boost performance
  • Improve reliability and recoverability
  • Enhance security
Pooled service account management A pooled team dedicated to helping you get the most out of your Azure service:
  • Getting started with ProDirect session
  • Service reviews
  • "Ask the Experts" webinars
  • Enhanced outage communications
  • Azure Advisor consultations
Pooled team available in six languages: English, Spanish, Japanese, German, French Canadian and Brazilian Portuguese
Incident submission Online
Initial response time < 1 hour
Maximum severity2 “A” (Critical business impact)

1 24x7 in English for Sev A and B and in Japanese for severity A. For other languages and severities, support provided during local business hours.

2 The maximum severity (business impact) for ProDirect is "A" regardless of language.; Severity: A (highest level of impact), B, C. See Support Response for more information.

Included for all Azure customers and partners

  • Support provided in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese.
  • Unlimited subscription management (e.g., billing, quota adjustments, account transfers)
  • Two Azure online forum options: Microsoft Q&A and Stack Overflow. Microsoft Q&A is a Microsoft online property. Stack Overflow is not associated or affiliated with Microsoft.
  • Twitter @AzureSupport
  • Azure service dashboard

ProDirect Case studies

SPAR

Learn about other plans

STANDARD

Azure Standard is a good choice for small to mid-size companies with minimal business critical dependence on Microsoft Azure.

Learn more

DEVELOPER

Azure Developer is appropriate for companies or individuals using Microsoft Azure in a non-production environment or for trial and evaluation.

Learn more