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如何创建 Azure 支持请求How to create an Azure support request

摘要Summary

Azure 客户可在 Azure 门户 https://portal.azure.com 中创建和管理支持请求。Azure customers can create and manage support requests in the Azure portal, https://portal.azure.com.

备注

面向德国的 Azure 门户是 https://portal.microsoftazure.de 面向美国政府的 Azure 门户是 https://portal.azure.usAzure portal for Germany is https://portal.microsoftazure.de Azure portal for the United States government is https://portal.azure.us.

根据客户反馈,我们更新了支持请求体验,以专注于三个主要目标:Based on customer feedback, we’ve updated the support request experience to focus on three main goals:

  • 简化:减少单击和边栏选项卡,使提交支持请求的过程更简单。Streamlined: Reduce clicks and blades to make the process of submitting a support request simple.
  • 集成:对 Azure 资源问题进行故障排除时,在不切换上下文的情况下为该资源打开支持请求应当很轻松。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.
  • 高效:收集支持工程师高效解决问题所需要的关键信息。Efficient: Gather the key information your support engineer will need to efficiently resolve your issue.

入门Getting started

可从顶部导航菜单或直接从资源边栏选项卡创建支持请求。You can create a support request from the top navigation menu or directly from a resource blade.

从顶部导航栏From the top navigation bar

新建支持请求

从资源边栏选项卡From a resource blade

在上下文中

基础知识Basics

支持请求过程的第一步是收集关于问题和支持计划的基本信息。The first step of the support request process gathers basic information about your issue and your support plan.

举个例子:你正面对关于虚拟机的技术难题,并怀疑存在网络连接问题。Let’s take an example: You’re facing technical difficulties with your virtual machine and suspect a network connectivity issue. 在向导的第一步中选择服务(“运行 Windows 的虚拟机”)和资源(虚拟机的名称)将启动获取关于此问题的帮助的过程。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.

“基本信息”边栏选项卡

备注

Azure 提供对订阅管理(诸如计费、配额调整和帐户转移等事项)的无限支持。Azure provides unlimited support for subscription management (things like billing, quota adjustments, and account transfers). 对于技术支持,需要支持计划。For technical support, you need a support plan. 了解关于支持计划的详细信息Learn more about support plans.

问题Problem

向导的第二步收集关于问题的其他详细信息。The second step of the wizard gathers additional details about the issue. 在此步骤中提供准确详细信息可使我们将案例转到该问题的最佳支持工程师,并尽快开始诊断问题。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.

“问题”边栏选项卡

继续上面的虚拟机连接示例,将填写此表格以指示网络连接问题,并且提供有关该问题的进一步详细信息,包括遇到该问题的大致时间。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.

对于某些问题,我们提供用于解决该问题的相关帮助链接。For some problems, we provide related help links to troubleshoot the issue. 如果建议的文档没有帮助,可以继续完成支持请求的创建过程。If the recommended documents do not help, you can continue through the process to create a support request. 相关帮助Related help

联系信息Contact Information

向导的最后一步确认联系信息,以便我们知道如何联系你。The last step of the wizard confirms your contact information so we know how to reach you. 联系信息Contact Information

根据问题的严重性,可能要求指示是否希望我们在营业时间内联系你或是否偏好全天候响应,这意味着我们可能随时联系你。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. 全天候联系信息Contact Information 24x7

管理支持请求Manage support requests

创建支持请求后,可从“管理支持请求”页面查看详细信息。After you create the support request, you can view the details from the Manage Support Requests page.

从顶部导航栏From the top navigation bar

管理支持请求链接

在“管理支持请求”页面上,可查看所有支持请求及其状态。On the Manage support requests page, you can view all support requests and their status. 管理支持请求Manage Support Request

选择支持请求查看详细信息,包括严重性和支持工程师响应所需的预期时间。Select the support request to view details, including severity and the expected time it will take for a support engineer to respond. VIDVID

如果要更改请求的严重性,请单击“业务影响”磁贴。If you want to change the severity of the request, click the Business impact tile. 在之前的示例中,请求当前设置为严重性 C。In the preceeding example, the request is currently set to Severity C.

单击磁贴会显示可分配到打开的支持请求的严重性列表。Clicking the tile shows you the list of severities you can assign to an open support request.

备注

最大严重性级别取决于支持计划。The maximum severity level depends on your support plan. 了解关于支持计划的详细信息Learn more about support plans.

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反馈Feedback

我们始终乐于接受反馈和建议!We are always open to feedback and suggestions! 请向我们发送建议Please send us your suggestions. 此外,可以通过 TwitterMSDN 论坛与我们联系。Additionally, you can engage with us via Twitter or the MSDN forums.

了解详细信息Learn more

Azure 支持常见问题Azure Support FAQ