How to create an Azure support request

Summary

Azure customers can create and manage support requests in the Azure portal, https://portal.azure.com.

Note

Azure portal for Germany is https://portal.microsoftazure.de Azure portal for the United States government is https://portal.azure.us.

Based on customer feedback, we’ve updated the support request experience to focus on three main goals:

  • Streamlined: Reduce clicks and blades to make the process of submitting a support request simple.
  • Integrated: When you’re troubleshooting an issue with an Azure resource, it should be easy to open a support request for that resource without switching context.
  • Efficient: Gather the key information your support engineer will need to efficiently resolve your issue.

Getting started

You can create a support request from the top navigation menu or directly from a resource blade.

From the top navigation bar

New Support Request

From a resource blade

In context

Basics

The first step of the support request process gathers basic information about your issue and your support plan.

Let’s take an example: You’re facing technical difficulties with your virtual machine and suspect a network connectivity issue. Selecting the service ("Virtual Machine running Windows") and the resource (the name of your virtual machine) in the first step of the wizard starts the process of getting help for this issue.

Basics blade

Note

Azure provides unlimited support for subscription management (things like billing, quota adjustments, and account transfers). For technical support, you need a support plan. Learn more about support plans.

Problem

The second step of the wizard gathers additional details about the issue. Providing accurate details in this step allows us to route your case to the best support engineer for the issue and to begin diagnosing the issue as soon as possible.

Problem blade

Continuing with the virtual machine connectivity example from above, you would fill out this form to indicate a network connectivity issue, and you would provide further details about the issue, including the approximate time when you experienced the issue.

For some problems, we provide related help links to troubleshoot the issue. If the recommended documents do not help, you can continue through the process to create a support request. Related help

Contact Information

The last step of the wizard confirms your contact information so we know how to reach you. Contact Information

Depending on the severity of your issue, you may be asked to indicate if you would like us to contact you during business hours or if you would prefer a 24x7 response, which means we may contact you at any time. Contact Information 24x7

Manage support requests

After you create the support request, you can view the details from the Manage Support Requests page.

From the top navigation bar

Manage Support Request link

On the Manage support requests page, you can view all support requests and their status. Manage Support Request

Select the support request to view details, including severity and the expected time it will take for a support engineer to respond. VID

If you want to change the severity of the request, click the Business impact tile. In the preceeding example, the request is currently set to Severity C.

Clicking the tile shows you the list of severities you can assign to an open support request.

Note

The maximum severity level depends on your support plan. Learn more about support plans.

VID-2

Feedback

We are always open to feedback and suggestions! Please send us your suggestions. Additionally, you can engage with us via Twitter or the MSDN forums.

Learn more

Azure Support FAQ