Did you know your Power Apps subscription entitles you to unlimited support incidents for break/fix issues? For people that need expert guidance around usage, architecture or “how to” accomplish an objective a.k.a. “proactive advisory services”, a paid support plan is required.
Here’s a table I created to help explain the levels of support for Power Apps administrators & developers.
| Power Apps “Community & Forums“ | Power Apps “Subscription” Support | Power Apps “Professional Direct” Support | Power Apps support through “Unified Services” | |
| Service description | Connect with peers & share ideas in this discussion forum where you can ask community experts for help & research previous conversations about issues | Break/fix support included with your Power Apps paid license. Unlimited support tickets. No advisory support. (“how to” or “usage guidance”) | Break/fix support with faster response times, and escalation management for business-critical incidents. Proactive advisory support services for non-break/fix matters. | Comprehensive support for your entire org covering all Microsoft technologies. Break/fix support, advisory support, training, onsite assistance, contract guidance & management, 911 cybersecurity incident response availability, & more |
| Service Level Objectives | None | 1 hour response for critical cases, 6 AM – 6 PM PT, Mon-Fri excluding weekends & holidays | 1 hour response time for ALL technical support issues, 24/7 availability | Critical Sev 1: 15-min for Azure/1-hour for all other products, 1-hour Sev A/2-hour Sev B/4-hour Sev C, 24/7 availability |
| Cost | Free | Free | $9-$11/mo/user (Minimum 20 users) | Contact total is variable annually depending on features enabled beyond base services |
| Support ticket creation | Q&A only. No formal support. Forums | Online only. Power Platform Admin Center | Online & phone. Professional Support 800-642-7676 (US) | Online & phone. Services Hub 800-936-3100 (US) |
| More information | Link | Link | Link & Online Purchase | Link |
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