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Microsoft AppSource and Azure Marketplace

Learn how to grow your business by publishing your cloud solution on Microsoft AppSource and Azure Marketplace

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Level 1 Contributor

Using Microsoft Premier Support

Hi!

I have a question about using my Microsoft Premier Support contract to raise Support Requests for products that I might buy in Marketplace. After research, my TAM (saimafid@microsoft.com) said to post here.

 

If I buy a product where the Publisher is Microsoft - like this - https://azuremarketplace.microsoft.com/en-us/marketplace/apps/azure-oss.jenkins?tab=Overview, and I click on the SUPPORT link, I end up here - https://azure.microsoft.com/en-us/support/options/, and this page offers Premier as a support option (https://azure.microsoft.com/en-us/support/plans/premier/)

 

So - my question is  - Can I use my Premier support contract to open a case on Jenkins running on Ubuntu Linux running under my Azure subscription (Yes/No).

 

Many thanks,

 

Keith

4 REPLIES 4
Microsoft

Re: Using Microsoft Premier Support

Hi Keith,

yes you absolutely can use your Microsoft Premier Support contract for products you buy in the Marketplace.  

 

I hope this helps.

Many thanks,

The Commercial Marketplace Support Team

Level 1 Contributor

Re: Using Microsoft Premier Support

Mark,

thank you very much for the prompt reply, that's great to know. This makes our Microsoft Premier Support contract even better value and more useful. Hard to believe that it has morphed into a multi-vendor support contract that we could use to raise a case on a non-Microsoft product running on a non-Microsoft operating system just because it's running in the Microsoft cloud. Azure really is a game-changer.

 

Are there any restrictions or limitations around this at all that I need to be aware of? For example - could I raise a Crit Sit on Ubuntu Linux sourced through Marketplace and get a 1hr response time, full Crit Sit escalation management, etc.?

 

Many thanks in advance,

 

Keith.

Level 1 Contributor

Using Microsoft Premier Support II: Follow-up question

This is a follow-up question to my recent post here - https://www.microsoftpartnercommunity.com/t5/Microsoft-AppSource-and-Azure/Using-Microsoft-Premier-Support/m-p/13860#M542

 

Mark Molumby responded to my question...yes you absolutely can use your Microsoft Premier Support contract for products you buy in the Marketplace.  

 

I then asked...

 

thank you very much for the prompt reply, that's great to know. This makes our Microsoft Premier Support contract even better value and more useful. Hard to believe that it has morphed into a multi-vendor support contract that we could use to raise a case on a non-Microsoft product running on a non-Microsoft operating system just because it's running in the Microsoft cloud. Azure really is a game-changer.

 

Are there any restrictions or limitations around this at all that I need to be aware of? For example - could I raise a Crit Sit on Ubuntu Linux sourced through Marketplace and get a 1hr response time, full Crit Sit escalation management, etc.?

 

I would really like to know the answer to this question, please.

 

Many thanks,

 

Keith.

 

Highlighted
Microsoft

Re: Using Microsoft Premier Support II: Follow-up question

Honestly, I think the TAM is responsible for this, he should reach out to the respective support teams to check on details on the scope.

 

However, this guidance should explain the scope of support offered for Linux distributions : https://support.microsoft.com/en-us/help/2941892/support-for-linux-and-open-source-technology-in-azure

 

For general marketplace support, like configuration issues for a marketplace offering it is always recommened to contact the publisher: https://docs.microsoft.com/en-us/azure/marketplace/marketplace-faq-publisher-guide#customer-support  

 

Also: https://azure.microsoft.com/en-us/support/plans/premier/ & https://azure.microsoft.com/en-us/support/faq/   

"

I’m running a non-Microsoft technology on Microsoft Azure or a custom application built using Open Source Software (OSS). Does my plan support it?

Microsoft offers customers the ability to run non-Microsoft technologies on the Microsoft Azure platform, including but not limited to Linux, Oracle, SAP, and IBM. For all scenarios that are eligible for support through an Azure Support plan, Microsoft Support will help in isolating the issue between the Microsoft Azure Service and your custom application.

Full technical support will be provided if the issue is determined to be caused by a Microsoft Azure service or platform. Commercially reasonable support will be provided to all other scenarios. When an adequate solution to your issue is not achieved, you might be referred to other support channels that are available for the non-Microsoft software."

 

So, in summary - if you use the Premier contract to get support on a solution you created from a marketplace image Microsoft will offer commercially reasonable support for the Linux OS (See first mentioned article for some additional info where you'll need additional support agreements with e.g. RedHat) - this may lead to a situation that Microsoft support identifies that it is not something Microsoft can fix in Azure and maybe not a Linux OS issue, but a misconfiguration in the Marketplace image and a problem in the apps/frameworks installed in there. So Microsoft support will not fix e.g. the Jenkins configuration - but then it may refer to the respective vendor offering support (if there is one).