How to upgrade our customer's current Basic support for their Azure Subscriptions under EA to either Standard or Pro Direct?

Question

What is the recommended process for upgrading a customer’s current Basic support plan for their Azure Subscriptions under an Enterprise Agreement (EA) to either Standard or Pro Direct support?

Answer 1

To upgrade a customer's current Basic support plan for their Azure subscriptions under an Enterprise Agreement (EA) to either Standard or Pro Direct support, the recommended process is as follows:

1. Contact the Reseller: The customer should reach out to their reseller to initiate the upgrade process. This is essential as the upgrade can only be facilitated through the reseller.
2. Select the Desired Support Plan: During the communication with the reseller, the customer should specify whether they wish to upgrade to Standard or Pro Direct support.
3. Complete the Purchase: The reseller will guide the customer through the purchasing process for the selected support plan.
4. Confirmation: Once the purchase is completed, the customer should receive confirmation regarding the upgrade to ensure that their support plan has been successfully changed.

It's important to note that each EA enrollment requires a separate support plan, so if the customer has multiple enrollments, they will need to upgrade each one individually.

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References:

• Dynamics 365 Support for Enterprise Agreement (EA)

Answer 2

Hello Christine Joy A. Fabros

Thank you for posting your query on Microsoft Q&A platform.

For Enterprise Agreement (EA) customers, Azure support plans cannot be upgraded through the Azure Portal. Microsoft has a strict process for EA support upgrades, and the only supported method is through the customer’s EA reseller or Microsoft account representative.

This is the only supported method to upgrade from Basic → Standard or Basic → Pro Direct.

Each Enterprise Agreement enrollment requires a separate support plan,So if a customer has multiple EA enrollments, each enrollment must have its own support plan upgrade.

Once the support plan is upgraded, it automatically covers all Azure subscriptions under the same EA enrollment.

Reference: https://azure.microsoft.com/en-us/support/legal/faq

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Thanks,

Suchitra.