Support for Azure in China
Break-fix support
For a comprehensive view of support plans in Azure in China, see Azure in China Support Plans. Note that the following support plans don't currently extend to China: Professional Direct or Mission Critical Services for Azure.
Self-help channels
We highly recommend the following resources for self-help first, to gain more flexibility:
Assisted support channels
If you require assistance, you can use the following channels:
Online submission
Issue type Billing & subscription management / quota / ICP Technical Support plan All Developer / Standard Enterprise Service New support request Web Submission via 21Vianet portal Web Submission via Services Hub View support requests Azure Support History Azure Support History Delivery resource 21Vianet Support Engineer Support engineer from technology licensor - Microsoft Enterprise Service
For critical business running on Azure, you can consider Unified Support. Enterprise Service support plans could be purchased through 21Vianet technology licensor (Microsoft). Please contact your customer success account manager (CSAM) for details.
With Unified support plan, for Azure in China technical support, you can submit tickets through Services Hub with the right workspace and select products with names in the format of "21Vianet xxx". For Sev A support tickets, please ensure you call the following China CSR number and get entitled with the 21Vianet exhibit. Otherwise, it may misroute to other queues and cause unnecessary delay.
- For customer using landline: +86 800-820-1859
- For customers using cell phones: +86 400-820-1859 (reachable internationally)
WeChat support (ID: VNET_AzureSupport)
Initial response time and scope
To understand more details about severity definition, initial response time, and scope, see Support scope and responsiveness.