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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 reach out to WeChat support (ID: VNET_AzureSupport) or use one of the following channels:

Issue type Support plan New support request View support request Delivery resource
Billing & subscription management / quota / ICP All Web Submission via 21Vianet portal Azure Support History 21Vianet Support Engineer
Technical Developer / Standard Web Submission via 21Vianet portal Azure Support History 21Vianet Support Engineer
Enterprise Web Submission via Services Hub Azure Support History Microsoft support engineer (technology licensor)

Enterprise Service

For critical business running on Azure, consider Unified Support. Enterprise Service support plans can 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 customers using landline: +86 800-820-1859
  • For customers using cell phones: +86 400-820-1859 (reachable internationally)

Initial response time and scope

To understand more details about severity definition, initial response time, and scope, see Support scope and responsiveness.