Kurt Shintaku's Blog

If you’re an Administrator, you can get support by opening support tickets through the Administration Console for Microsoft 365 or Azure

• Microsoft 365 Admin Center: Contact support for business products – Admin Help
  https://docs.microsoft.com/en-us/microsoft-365/admin/contact-support-for-business-products?view=o365-worldwide&tabs=online
• Azure: How to create an Azure support request
  https://docs.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
• Microsoft Software Assurance – Support Incident Submission
  http://support.microsoft.com/sasupport

Service Level Agreements (or support scope) for Microsoft Professional Support calls/tickets depends on the type of call/ticket originated:

• Azure Support Scope (SLA, response time, etc.)
  Support Plans—Support Scope and Responsiveness | Microsoft Azure
• Microsoft 365 Support Scope (SLA, response time, etc.)
  Support – Service Descriptions | Microsoft Docs
• Software Assurance “24/7 Problem Resolution Support” support scope:
  http://support.microsoft.com/sasupport

Note: The support services references above come with your subscription to either service and is not a replacement for Microsoft Premier Services. Premier Support Services has a much higher Service Level Agreement, provides oversight and escalation, and a higher caliber of support engineering. If you have Premier Support Services, you should virtually always use your Premier contract for support.

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Microsoft 365 and Office 365 Support Description
https://docs.microsoft.com/en-us/office365/servicedescriptions/office-365-platform-service-description/support