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Azure enables you to create and manage support requests, also known as support tickets. You can create and manage requests in the Azure portal, which is covered in this article. You can also create and manage requests programmatically, using the Azure support ticket REST API, or by using Azure CLI.
The Azure portal URL is specific to the Azure cloud where your organization is deployed.
- Azure portal for commercial use is: https://portal.azure.com
- Azure portal for the United States government is: https://portal.azure.us
Azure provides unlimited support for subscription management, which includes billing, quota adjustments, and account transfers. For technical support, you need a support plan. For more information, see Compare support plans.
You can get to Help + support in the Azure portal. It's available from the Azure portal menu, the global header, or the resource menu for a service. Before you can file a support request, you must have appropriate permissions.
Azure role-based access control
You must have the appropriate access to a subscription before you can create a support request for it. This means you must have the Owner, Contributor, or Support Request Contributor role, or a custom role with Microsoft.Support/*, at the subscription level.
To create a support request without a subscription, for example an Azure Active Directory scenario, you must be an Admin.
If a support request requires investigation into multiple subscriptions, you must have the required access for each subscription involved (Owner, Contributor, Reader, Support Request Contributor, or a custom role with the Microsoft.Support/supportTickets/read permission).
Go to Help + support from the global header
To start a support request from anywhere in the Azure portal:
Select the ? in the global header, then select Help + support.
Select Create a support request. Follow the prompts to provide information about your problem. We'll suggest some possible solutions, gather details about the issue, and help you submit and track the support request.
Go to Help + support from a resource menu
To start a support request in the context of the resource you're currently working with:
From the resource menu, in the Support + troubleshooting section, select New Support Request.(Video) Microsoft Entra Permissions Management: How to Open a Support Ticket – Part 2
Follow the prompts to provide us with information about the problem you're having. When you start the support request process from a resource, some options are pre-selected for you.
Create a support request
We'll walk you through some steps to gather information about your problem and help you solve it. Each step is described in the following sections.
The first step of the support request process is to select an issue type. You'll then be prompted for more information, which can vary depending on what type of issue you selected. If you select Technical, you'll need to specify the service that your issue relates to. Depending on the service, you'll see additional options for Problem type and Problem subtype. Be sure to select the service (and problem type/subtype if applicable) that is most related to your issue. Selecting an unrelated service may result in delays in addressing your support request.
In most cases, you'll need to specify a subscription. Be sure to choose the subscription where you are experiencing the problem. The support engineer assigned to your case will only be able to access resources in the subscription you specify. The access requirement serves as a point of confirmation that the support engineer is sharing information to the right audience, which is a key factor for ensuring the security and privacy of customer data. For details on how Azure treats customer data, see Data Privacy in the Trusted Cloud.
If the issue applies to multiple subscriptions, you can mention additional subscriptions in your description, or by sending a message later. However, the support engineer will only be able to work on subscriptions to which you have access. If you don't have the required access for a subscription, we won't be able to work on it as part of your request.
Once you've provided all of these details, select Next.
Based on the information you provided, we'll show you recommended solutions you can use to try and resolve the problem. In some cases, we may even run a quick diagnostic. Solutions are written by Azure engineers and will solve most common problems.
If you're still unable to resolve the issue, continue creating your support request by selecting Next.
Next, we collect additional details about the problem. Providing thorough and detailed information in this step helps us route your support request to the right engineer.
Complete the Problem details so that we have more information about your issue. If possible, tell us when the problem started and any steps to reproduce it. You can optionally upload one file (or a compressed file such as .zip that contains multiple files), such as a log file or browser trace. For more information on file uploads, see File upload guidelines.
In the Advanced diagnostic information section, select Yes or No. Selecting Yes allows Azure support to gather advanced diagnostic information from your Azure resources. If you prefer not to share this information, select No. See the Advanced diagnostic information logs section for more details about the types of files we might collect.
In some cases, there will be additional options to choose from. For example, for certain types of Virtual Machine problem types, you can choose whether to allow access to a virtual machine's memory.
In the Support method section, select the Severity level, depending on the business impact. The maximum available severity level and time to respond depends on your support plan.
Provide your preferred contact method, your availability, and your preferred support language.
Complete the Contact info section so that we know how to reach you.
Select Next when you've completed all of the necessary information.
Review + create
Before you create your request, review all of the details that you'll send to support. You can select Previous to return to any tab if you want to make changes. When you're satisfied that the support request is complete, select Create.
A support engineer will contact you using the method you indicated. For information about initial response times, see Support scope and responsiveness.
Advanced diagnostic information logs
When you allow collection of advanced diagnostic information, Microsoft support can collect information that can help solve your problem more quickly. This non-exhaustive list includes examples of the most common files collected under advanced diagnostic information for different services or environments.
- Microsoft Azure PaaS VM logs
- Microsoft Azure IaaS VM logs
- Microsoft Azure Service Fabric logs
- StorSimple support packages and device logs
- SQL Server on Azure Virtual Machines logs
- Azure Active Directory logs
- Azure Stack Edge support package and device logs
- Azure Synapse Analytics logs
Memory dump collection
When you create a support case for certain Virtual Machine (VM) problem types, you will be asked whether you'll allow support to access your virtual machine's memory. If you do so, we may collect a memory dump to help diagnose the problem.
A complete memory dump is the largest kernel-mode dump file. This file includes all of the physical memory that is used by Windows. A complete memory dump does not, by default, include physical memory that is used by the platform firmware.
The dump is copied from the compute node (Azure host) to another server for debugging within the same datacenter. Customer data is protected, since the data does not leave Azure's secure boundary.
The dump file is created by generating a Hyper-V save state of the VM. This will pause the VM for up to 10 minutes, after which time the VM is resumed. The VM is not restarted as part of this process.
To learn more about self-help support options in Azure, watch this video:
Follow these links to learn more:
- How to manage an Azure support request
- Azure support ticket REST API
- Engage with us on Twitter
- Get help from your peers in the
- Learn more in Azure Support FAQ
- Azure Quotas overview
How do I raise my support request in Azure? ›
To submit a support ticket from the Azure portal, click your account name, and then click Contact Microsoft Support. To submit a support ticket from the Azure Account Center, select a subscription, and then click Contact Microsoft Support.How do I create a Microsoft support request? ›
Sign in to Microsoft 365 with your Microsoft 365 admin account, and select Support > New service request. If you're in the admin center, select Support > New service request. If you're an admin on the account, call (800) 865-9408 (toll-free, US only).Which of the following URLs can you use to create Azure Support Requests? ›
You can create and manage requests in the Azure portal, which is covered in this article. You can also create and manage requests programmatically, using the Azure support ticket REST API, or by using Azure CLI. The Azure portal URL is specific to the Azure cloud where your organization is deployed.How do I manage Azure support request? ›
View the details and status of support requests by going to Help + support > All support requests in the Azure portal. On this page, you can search, filter, and sort support requests. Select a support request to view details, including its severity and any messages associated with the request.How do you get 99.99 Availability in Azure? ›
We guarantee that Azure Firewall will be available at least 99.95% of the time, when deployed within a single Availability Zone. We guarantee that Azure Firewall will be available at least 99.99% of the time, when deployed within two or more Availability Zones in the same Azure region.How can I raise my support ticket? ›
From the Developer Portal home page, click Support. Click Raise a support ticket. Click Post new support ticket. Enter a name and body into the relevant fields, then click Save.How do I manage support requests in Microsoft? ›
To review, manage, or update Microsoft Support requests, click on “Manage all support request” in the blue banner. Expand a Support request to see the details of a support request.What is a support request form? ›
A support request form is a form used to gather details of a customer's problem, request, or question. Use a free online support request form to help you help your customers!What is a request for support? ›
A support request is a query from a customer or a visitor of your website asking a question relevant to your business, product or service. Support request usually consists of a subject and body, sometimes additional categorization can be present.How many main request methods are there in Azure? ›
There are 4 basic methods, which are also referred to as CRUD operations: POST: Create a resource. GET: Read information from a resource.
What are the Azure support options? ›
Microsoft Azure offers multiple support plan options, from Basic support if you are just starting with your digital transformation strategy, to Professional level support to fit larger companies who are relying on the cloud to operate critical business applications and solutions.How do I assign a support request contributor in Azure? ›
Click Access Control (IAM), click + Add and then Add role assignment. On the Role tab, search for Support Request Contributor (Custom). Note: if your custom role is not visible, it can take up to 10 minutes for the custom role to appear after creation. Select the Role and click Next.What is Azure basic support plan? ›
Basic: Available to all Microsoft Azure accounts, this is the only free plan and does not have any active support from Azure, the user has access to community forums, self-help documentation, etc, and can raise as many support tickets as required.How do you manage a support queue? ›
- Provide a Self-Service Support System. ...
- Assign Priority on a First-Come Basis. ...
- Set and Monitor All Ticket Statuses. ...
- Use a Digital Adoption Platform for Better User Training and Support. ...
- Give Biggest Clients Support Priority. ...
- Automate Workflows Wherever Possible.
Azure Subscription -- Issues creating a Support Ticket
To get permission, ask your subscription administrator or owner to assign you 'Support Request Contributor' role for the selected subscription. Learn more about role assignments in the portal.
The secret to achieving the next “9” for 99.99% is cluster technology. Often referred to as high availability solutions, clusters are essentially two or more physical servers connected in a single network. If one server fails, application support resumes on a second server.What method offers the highest level of availability Azure? ›
SLA offered by availability zones
With availability zones, Azure offers industry best 99.99% VM uptime SLA. The full Azure SLA explains the guaranteed availability of Azure as a whole.
- Define Availability Requirements. Identify the cloud workloads that require high availability and their usage patterns. ...
- Plan your High Availability Architecture. ...
- Perform End-to-End Testing. ...
- Deploy Applications Consistently. ...
- Monitor Application Health.
Prioritizing support tickets based on free, paid, and VIP customers. The first preference is always the VIP customer, then the paid customers, and then the free customers. Prioritization based on the customer type can sometimes enable the ticket to moved further on an urgent basis.
- Keep Your Customers Updated. Ticket escalation means customer issues might take longer than expected to get resolved. ...
- Monitor Issue Resolution. ...
- Adopt Multi-Channel Escalation. ...
- Monitor Your Escalation History. ...
- Reassure Your Customers. ...
- Collect Customer Feedback.
When should you escalate a support ticket? ›
When should you escalate a ticket? Support tickets should be escalated when an issue can't be resolved through self-service or a ground-level agent. It's a necessary process but one that shouldn't be taken lightly, considering how much customers value fast resolution times.How do you manage a support team? ›
- Put a great team together. ...
- Provide clear boundaries, roles and responsibilities. ...
- Get onboarding and training right. ...
- Make proper use of technology. ...
- Collaborate across the business. ...
- Measure and improve. ...
- Embed customer service in the culture.
Looking back on the forum with a couple of other users who faced the exact same problem as you, it looks like at around the 7 - 9 day mark is where things were resolved.What should be included in a request form? ›
- Requestor's name.
- Contact info (cell phone number, email, etc.)
- Type of service they're requesting.
- Detailed information about the problem they need solved.
- Date and time they need service completed.
- Information request. Customers who want more information on a particular procedure or policy may ask for information. ...
- Permission to access a service or resource. ...
- Ordering a service or resource. ...
- Service delivery action. ...
- Feedback and complaints. ...
- Submitting. ...
- Assessing. ...
to agree with and give encouragement to someone or something because you want him, her, or it to succeed: My father supported the Democratic Party all his life. The majority of people in the town strongly support the plans to build a new school.What are the three parts of a request? ›
An HTTP request is made out of three components: request line, headers and message body.How do you ask for support request? ›
- “Could/Would you do me a favor?” — ...
- “Could I ask / bother you / trouble you…” — ...
- “Can you give me a hand with this?” — ...
- “Lend me a hand with this, will you?” — ...
- “Could you help me for a second?” — ...
- “Can I ask a favor?” — ...
- “Please, could I ask you for some advice?” —
- Could you take a message, please? Would you carry this for me, please?
- Can you take a message, please? Will you carry this for me, please?
- Can I help you? Can I do that for you?
- Shall I help you with that? ...
- I can do that for you if you like. ...
- Would you like to come round tomorrow? ...
- You must come round and see us.
The two most common HTTP methods are: GET and POST.
What are the two types of requests? ›
The most common types of request methods are GET and POST but there are many others, including HEAD, PUT, DELETE, CONNECT, and OPTIONS. GET and POST are widely supported while support for other methods is sometimes limited but expanding.Which of these are the 4 correct types of rest requests? ›
The most common are: GET, POST, PUT, and DELETE, but there are several others. There is no limit to the number of methods that can be defined and this allows for future methods to be specified without breaking existing infrastructure.How many types of support plans are there in Microsoft Azure? ›
Insight Into Microsoft Azure Support Plans
Microsoft offers five support plans: basic, developer, standard, professional direct, and premier, all of which can give you technical support.
Azure Support Engineer (AZ 104 level skill set) will collaborate with account teams to scope requirements, design and architect solutions, and act as the local lead for delivery of Cloud projects leveraging global, regional, and local delivery resources.Which Azure support plans can you open a new support request? ›
In which Azure support plans can you open a new support request? You can submit support request tickets in the following plans: Premier, Professional Direct, Standard, Developer, and Basic.What is support request contributor in Azure? ›
For "Support Request Contributor" Role, it could be assigned to anyone who is in your tenant. This role is assigned on Azure subscription level and once someone is assigned this role, this user could see all request tickets of that Azure subscription.How do I create a role based access control in Azure? ›
- Sign in to the Azure portal or Azure AD admin center.
- Select Azure Active Directory > Roles and administrators > New custom role.
- On the Basics tab, provide a name and description for the role and then click Next.
The owner of the group can approve or deny membership requests, and can delegate control of group membership.What are the four support plans? ›
- Enterprise On-Ramp.
Which of the following Azure support plans provide phone 24/7 access for technical support queries? Professional Direct provides 24/7 access to technical support via phone and email. The Developer support plan only provides access to technical support via email in business hours.
What are the three main components of Azure platform? ›
It has three major components: Compute, Storage and the Fabric Controller. As depicted in Figure 3.16, Windows Azure runs on a large number of machines, all maintained in Microsoft data centers. The hosting environment of Azure is called the Fabric Controller.How would you handle multiple support requests coming in rapidly? ›
- Prepare Responses. ...
- Use Chatbots. ...
- Use Live Chat, WhatsApp, Facebook Messenger. ...
- Use an Omnichannel Platform If You Can Implement it Quickly. ...
- Boost Morale. ...
- Update Your Website and Social Media. ...
- Create Self Service Articles.
So when it comes to providing positive service, be quick! It's not possible to solve every problem immediately, but customers don't expect that from you. What they do expect is that you give them some kind of response quickly. For example, you can inform them that you received the request and are now working on it.What are the four important elements of the basic queuing process? ›
- The input process or the arrivals.
- Service mechanism.
- Queue discipline.
Sign in to Microsoft 365 with your Microsoft 365 admin account, and select Support > New service request. If you're in the admin center, select Support > New service request.How do I give permission to Azure application? ›
Sign in to the Azure portal with one of the roles listed in the prerequisites section. Select Azure Active Directory, and then select Enterprise applications. Select the application to which you want to grant tenant-wide admin consent, and then select Permissions.How do I contact Azure support? ›
- Get answers in Azure forums.
- Connect with @AzureSupport- answers, support, experts.
- If you have a support plan, open a support request.
- Check the status of Azure.
- Search Azure documentation.
Click Access Control (IAM), click + Add and then Add role assignment. On the Role tab, search for Support Request Contributor (Custom). Note: if your custom role is not visible, it can take up to 10 minutes for the custom role to appear after creation. Select the Role and click Next.How do I communicate with Microsoft support? ›
You may find support contact phones at https://support.microsoft.com/en-us/help/405170... if you'll find someone's post helpful, mark it as an answer and rate it please. This will help other users to find answers to their similar questions.How do I ask Microsoft support a question? ›
Visit the Microsoft Community website. Go to answers.microsoft.com in a web browser. Click "Ask a Question" towards the top-right of the page.
What are the three types of role based access controls in Microsoft Azure? ›
- Owner - Has full access to all resources including the right to delegate access to others.
- Contributor - Can create and manage all types of Azure resources but can't grant access to others.
- Reader - Can view existing Azure resources.
Search for and select Azure Active Directory. Select Enterprise applications. Under Manage, select User settings. Under Admin consent requests, select Yes for Users can request admin consent to apps they are unable to consent to .What is Azure Basic Support plan? ›
Basic: Available to all Microsoft Azure accounts, this is the only free plan and does not have any active support from Azure, the user has access to community forums, self-help documentation, etc, and can raise as many support tickets as required.