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    Azure Global Support - at A Glance

    Uploaded by

    Sergey
    The Azure Global Support Team provides 24/7 support across multiple languages through over 250 engineers globally. They ensure consistent support processes and are connected to product experts for every Azure service. Customers can communicate issues to a representative familiar with their local language and culture. The support team also provides guidance on the various Azure support options available, from self-help resources to developer support to standard, Pro-Direct, and Premier support plans.

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    © All Rights Reserved
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    Azure Global Support - at A Glance

    Uploaded by

    Sergey
    155 views2 pages
    The Azure Global Support Team provides 24/7 support across multiple languages through over 250 engineers globally. They ensure consistent support processes and are connected to product experts for every Azure service. Customers can communicate issues to a representative familiar with their local language and culture. The support team also provides guidance on the various Azure support options available, from self-help resources to developer support to standard, Pro-Direct, and Premier support plans.

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    Azure Global Support - At a Glance

    Original Title

    Azure Global Support - At a Glance

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    The Azure Global Support Team provides 24/7 support across multiple languages through over 250 engineers globally. They ensure consistent support processes and are connected to product experts for every Azure service. Customers can communicate issues to a representative familiar with their local language and culture. The support team also provides guidance on the various Azure support options available, from self-help resources to developer support to standard, Pro-Direct, and Premier support plans.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    155 views2 pages

    Azure Global Support - at A Glance

    Uploaded by

    Sergey
    The Azure Global Support Team provides 24/7 support across multiple languages through over 250 engineers globally. They ensure consistent support processes and are connected to product experts for every Azure service. Customers can communicate issues to a representative familiar with their local language and culture. The support team also provides guidance on the various Azure support options available, from self-help resources to developer support to standard, Pro-Direct, and Premier support plans.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 2

    Azure Global Support At A Glance

    The Azure Global Support Team Support with global presence and local touch
    Centralized management of
    engineers to ensure global
    consistency, enable rapid
    change and attain cloud
    processes

    24/7
    support

    24/7 coverage by over 250


    engineers across the globe
    who are connected to the
    product experts for every
    Azure service

    Local
    Languag
    e

    Local language support spanning


    the globe ensures customers
    can communicate issues to a
    representative familiar with their
    culture and language

    Chinese Japanese
    English Korean
    French

    Portuguese

    Note: Business hours for local languages, 24x7 for English for all severities,
    24x7
    Japanese for sev
    German
    for
    Spanish
    A only

    Guiding your Customer to the right Azure Support Option

    Italian

    MS internal

    Download Azure Global Support At-A-Glance on the Azure FRESH Portal:

    Azure Global Support At A Glance


    Conversation Guide Discuss the Azure Support experience with your customer
    Describe the Azure experience
    Cloud service delivery with less
    worry
    Transparency into performance
    Specialized knowledge teams
    provide synchronized support

    Educate on Azure tools


    Show customers how to check
    status
    Navigating billing and
    subscriptions
    Self help resources

    Resource Guide
    Resources help Azure customers feel in control
    Manage
    your
    business

    Self Help

    Service
    Health

    Engage
    Support

    Choose a Support Option


    Forum Support
    Developer Support (nonproduction)
    Standard Support
    Pro-Direct Support
    Premier Support

    Check-in
    How is the Azure
    experience
    Support interaction
    Billing and Business
    issues

    Microsoft Azure Support Starter Kit MS Internal

    Manage, provision and operate services at


    manage.windowsazure.com,
    Understand your bill and manage subscriptions at
    account.windowsazure.com

    Pre-Sales Support through Seal the Deal


    Windows Azure Presales Team For presales and related questions

    Windows Azure Training Kit - learn how to use Windows


    Azure
    Learn how to build and deploy WA applications by
    visiting the Documentation Center
    Discuss generic technical questions in forums like MSDN
    and StackOverflow
    Learn from what is being talked about in blogs
    How Microsoft protects the customers data
    Learn about service availability on the Windows Azure Service.
    Refreshes every 10 minutes, historical data and service availability
    sorted by region
    Service Interruption Events are communicated via the Azure Service
    Status Dashboard

    Azure Support Offerings Overview (Scenario Based)


    Azure Support FAQ
    Azure Support severity and response times
    Azure Global Support Incident Workflow
    Azure Global Support Escalation Guide
    Introduction to Azure and Azure Support for GBS roles

    Monitor the Status of the Azure Platform & Services


    IRIDIAS Real time service incident insights and notifications
    RADIUS -portal to enable global support queue insight
    Premier Support Portal
    Premier Support FAQ for Azure
    Premier Incident Management Reference Guide for Azure

    Learn about Support options and choose a Support Plan


    Azure Support FAQ
    Submit support requests via the Azure Portal (exception: Premier
    customers go through their established Premier channels)
    In the Azure Portal choose either billing (free) or technical support
    (support plan needed)

    Azure FRESH Support Starter Kit


    Subscribe to the Azure Global Support Monthly Update
    Read the Microsoft Azure Technical Support Team Blog
    Give Feedback to the Azure FRESH Team

    Evangeli
    ze

    Under
    stand

    Engage

    Impact
    and Stay
    Informed

    Escalation Guide Raise the level of attention to an existing support case

    Engineer.
    Their support engineer is in the best
    position to provide immediate assistance
    and best direct their support needs.
    Communicate what your customer needs
    and what expectations have not been met.

    Q: What if the customer needs additional help?


    A: Escalate the case.

    Step
    Step 2
    2

    Step
    Step 1
    1

    Q: What if the customer wants additional case


    attention?
    A: Communicate with their Support

    Send an email to the engineers manager including all relevant information using this template here. If
    outside of local business hours forward the email to the manager to the Escalation alias provided in the
    support engineers email signature.
    Additionally:
    For ProDirect customers cc [email protected]
    For Premier customers cc the customers TAM
    For Premier North America customers can also contact Premier NA Center of Excellence (
    Premier NA Azure Support) if subsequent support is needed

    When to use GetHelp:


    For
    For any
    any scenario
    scenario where
    where existing
    existing support
    support escalation
    escalation channels
    channels have
    have been
    been exhausted
    exhausted and
    and additional
    additional attention
    attention is
    is required,
    required, the
    the submission
    submission of
    of a
    a GetHelp
    GetHelp escalation
    escalation can
    can be
    be the
    the next
    next step.
    step. Please
    Please note
    note that
    that the
    the
    GetHelp team will require an existing support ticket as well as strong business justification for cases escalated within SLA. GetHelp can also be utilized to report gaps in (1) the support experience (2) the
    2
    features or (3) in the service health process post-resolution of the issue...

    MS internal

    Download Azure Global Support At-A-Glance on the Azure FRESH Portal:

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