How long does it typically take for Microsoft Azure Support to respond to a Severity C support case?

Question

I opened a case two days ago and have not yet received a response from an engineer. This issue is impacting our business operations and is resulting in lost revenue, so the delay has been quite frustrating.

For those with experience working with Azure Support, what response times have you typically seen for Severity C cases? Is there a recommended way to escalate the case or get additional visibility?

Any advice or shared experiences would be greatly appreciated.

Answer 1

Hello NP Data,

Greetings! Thanks for raising this question in Q&A forum.

The response time for Microsoft Azure support usually depends on the support plan and the severity level of the issue. Higher severity cases receive faster responses.

Here are the typical initial response times:

Developer Support Severity C: Less than 8 business hours

Standard Support Severity A: Less than 1 hour Severity B: Less than 4 hours Severity C: Less than 8 business hours

Professional Direct Support Severity A: Less than 1 hour Severity B: Less than 2 hours Severity C: Less than 4 hours

Unified / Premier Support Response times may vary based on your agreement and criticality.

You can also track your support request directly from the Azure portal:

1. Sign in to Azure Portal
2. Go to Help + Support
3. Select Support Requests
4. Open your ticket to check the latest updates

If your issue is business critical and there is no response within the expected SLA, you can raise the severity level or follow up through the support center.

For reference: https://azure.microsoft.com/support/plans/ [azure.microsoft.com]

If this answer helps you kindly accept the answer which will help others who have similar questions Best

Regards,

Jerald Felix