Break-fix, Service Outages, and System Error Issues
Our support is supplied for issues of this type through our distribution partner. This support is available 7x24 and is invoked via an e-mail workflow using the alias provided to you. The workflow creates a trouble ticket that we track to closure and help with escalation as time goes on. It's important to provide as much information in the initial contact as possible. This reduces the amount of time it takes for the support technician to locate a specialist and begin to find a solution to the problem. It also enables faster escalation in the case of a blocked function or business down scenario. For e-mail, The information block is included at the end of this document. The information block must be included when you open a support issue.
The best way to get general questions answered is to use the public forum that Microsoft has provided for Q&A. Microsoft provides this forum and also monitors, and answers questions themselves. Be as descriptive as possible when you ask questions.
Additional community forums are very active for developer and system administration. StackOverflow and ServerFault are recommended with answers provided by Microsoft and the community.
If answers to questions are not resolved using the public methods Premier support can be used to route detailed questions an escalation engineer at Microsoft. Premier Support will prioritize service outages and production errors first.
Contact Name: Full Name
Best callback #:
Callback time zone:
Contact email address:
Azure Tenant (Directory) ID and/or domain (using .onmicrosoft.com domain):
Azure subscription ID: <GUID>
Severity choose one (A/B/C):
Sev A – business down
Sev B – loss of functionality
Sev C – service non-functional or unavailable but minimal business impact
Description of the issue: <can be long text>
Additional info below required.
First time setup (Yes/No) ---
When was the last time it worked(date/time)?
Relevant events prior to the concern (maintenance, config changes, add/remove...)
Actions/Steps taken to initially try to resolve it and its results:
3rd party software/platform involved: