Join Mike Benkovich for an in-depth discussion in this video Support ticket walkthrough, part of Azure Developer Tips.
- [Instructor] Sometimes you'll run into issues that you'll need to get help with. For instance, some service doesn't behave the way that is should, or maybe a service isn't responding, or you are unable to delete something. Or maybe you've just hit the limit on how many cores you might have in a given subscription. In those cases you need to be able to create a support ticket. In Azure you can create tickets by going into the support center. Click on the Help button, and you'll see that the help and support center allows you to go out and create and manage tickets, support tickets, for given issues.
The nice thing about this is that Microsoft does a great job of actually tracking that ticket all the way through from the time that you create it all the way through the history of different people working on it. To create a new support request, click on the New support request, it gets some basic information like what is your issue type. If it's technical, billing, quota or subscription management you just pick the one you want. I'm gonna do a quick technical issue which I'm going to use my free trial and then go into the service I wanna work with. And in this case I'm gonna say that maybe my container service isn't working the way that I would expect.
Now I've got different kinds of support plans and in this case I just have the developer support plan. One of the limits of this is that I can only create a ticket that is going to to be a Sev C, or minimal impact. To create tickets that are Sev B or Sev A, you have to have a support plan that gives you a better response. The different types of support plans are Developer, Standard, ProDirect, Premier, Azure Rapid Response, and each one of these has different levels of initial response time.
For instance, if you create a Sev A, which means that you have critical business impact, it'll get a response to you within 15 minutes. That means an engineer is going to call you within 15 minutes. The idea of this is that you can get the support you need but you have to be available to do that. They'll work this 24 by seven so 24 hours a day, you need to have someone that is going to be able to respond to that. And they're very good about making sure that that works. But you can go out and you can create your issue, you pick the problem type, configuration setup, maybe I've got connectivity, I can go out and pick my issue, put into this the error, not working like I expected.
This is not a real issue, but if it were I'd describe it. And then you can pick the date that the problem started and then you can work through. It'll offer up a number of solutions that might be able to answer the issue without even getting to a ticket created, and you can use these to kind of walk through and say, well, maybe it is a service outage. But when you click on Next, it'll ask for the contact information where you would put in your name, who else you should email, the phone number and then what your preferred contact method is, email or phone.
And then when you create the ticket, it'll get added to your list. I'm not actually going to create this here but in your list of tickets, then you'd be able to see all of the support requests and as well as all of the communication that went back and forth in trying to get the issue resolved. Other things you can use, that you can get help with is the different types of support plans, your billing, you can get documentation and tutorials. As well as the Get Started for how to do quick starts on each of the different kinds of services.
So this is a great place to get help when you need it for Azure support.
Note: Because this is an ongoing series, viewers will not receive a certificate of completion.