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Azure Advanced Tickets

Azure Advanced customer can raise Billing, Incident or Request tickets through the Services Portal

Raise a Billing ticket when you have any questions about your Azure invoice from SoftwareOne. These ticket will be managed into our billing team by our Service Desk.

Raise an Incident when you experience unexpected events in the your Azure environments, or when you need help troubleshooting.

Raise an request when you want SoftwareOne to do something for you, or on your behalf.

Billing

Raise a Billing Ticket if you have any queries about your SoftwareOne Azure bill

Incidents

Azure Advanced customers can raise support requests for any issues across the suite of Services we offer in Advanced.

SoftwareOne’s trained engineers will help troubleshoot the issue and, if it cannot be fixed will escalate to vendors, including Microsoft, on your behalf.

If you have unexpected spend in your environment, you can also contact us and log a ‘Spend Anomaly’ ticket.

To raise an Incident, go to the Services Portal, select Tickets and choose Incident.

Select your Sub Categories and provide a description and how engineer will be in touch.

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Requests

Azure Essentials customers can raise the following Requests:

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Contract Management

With any concerns on your Azure Essentials Contract including renewals

Well Architected Assessment

To trigger a Well Architected Assessment (WAR), or if you have any questions on a WAR that’s in progress or has been completed you can let us know here.

Experts on Demand (IaC Pod)

If you have work for our Experts On Demand, raise a ticket here and our team will be in touch. Any work will be logged here.

Azure Firewall Management

For any rule changes on your Azure Firewall, let us know.

User Management

If you need to manage your user’s access to your Service, you can raise a User Management request

Azure Patching (powered by Endpoint Central)

If you have any queries on our Patching Services let us know here

Azure IaC Management

Any queries or changes on your Infrastructure as Code can be raised here

Azure Application Patching (powered by Endpoint Central)

Let us know if you have any changes to your Application patching service here

Build

SoftwareOne have a selection of best practice ARM templates that we can use to provision resources on your behalf.

Raising a Request for Build will ensure you build your resources to best practices and in a documented, repeatable fashion.

Using a Build request will allow you to complete repeatable builds to your own specifications, by asking for a repeat build based on a previous ticket.

SoftwareOne engineers are trained in Azure best practices and we maintain a selection of Templates you can choose from:

  • Virtual Machines

  • Storage

  • Traffic Managers

  • Express Route VPN

  • S2S VPN

  • Public IP

  • Availablity Set

  • NSG

  • Route Table

  • Azure App Services

  • Azure SQL

Subscription Management

We recommend you use our Marketplace platform to manage your Subscription, but if you need help let us know

Azure Backup (powered by Azure Backup)

For changes to your Azure Backup Services when you have chosen to use Azure’s Native Backup service

Azure Monitoring (powered by Site24x7)

For customers needing change on the Monitoring service using Site24x7.

Azure Security Compliance (powered by Azure Policy)

For queries on Azure Policies or Governance, raise a ticket here

Azure Backup (powered by Metallic)

For any queries on Backups powered by Metallic, such as adding new databases or other complex systems.

Azure Network Management

f you need new Subnets, or Vnets or just a configuration change, you can let us know here

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