I've been trying to upgrade our support tier on Azure so I can log a ticket for an issue we're having with Azure DevOps. When I go to the support plans page, it only shows a read-only list of plans. Some pages are indicating that our service is managed by a CSP, but that's not the case! This warning changes depending on who logs in, and we just end up going in circles with help articles instead of getting real support.
Moreover, when I attempted to sign up for a support plan, it rejected me, citing that my "free" account can't buy it. I am using my work account that's associated with Entra. We pay directly for Microsoft 365, yet the system states that our subscription only covers technical support for Azure Active Directory and related services, not the Azure DevOps issues I need help with.
Any tips or guidance would really be appreciated! Thanks!
3 Answers
If you’re a direct customer of Microsoft Azure, you should be able to buy Azure Basic or Pro Support. Alternatively, there's a unified support agreement you could explore if you're purchasing through a volume licensing agreement. Just remember that M365 products and Azure cloud services are different; unified support covers all Microsoft products based on your total spend. Azure Basic and Pro support are specifically for Azure cloud services.
Are you referring to the Services Hub for support? If you haven't already, give it a shot at this link: https://serviceshub.microsoft.com/home. It might be more helpful than what you’ve experienced so far.
Honestly, the support system is quite a mess. It feels very intentional how tricky they make it to submit a support ticket. Even when I've tried previously, it led to frustrating dead ends. My old support tickets seem to have disappeared as well. It’s just not user-friendly at all!
I tried logging into that site and got an error saying I can’t sign in. It suggested contacting my Microsoft account representative to submit a ticket instead. This just keeps spiraling!