Merge pull request #232768 from James-Green-Microsoft/support-request-guidance

Detailed support request guide for AP5GC

Author: ttorble

articles/private-5g-core/gather-diagnostics.md

@@ -17,6 +17,8 @@ ms.custom: template-how-to
 
 In this how-to guide, you'll learn how to gather a remote diagnostics package for an Azure Private 5G Core (AP5GC) site using the Azure portal. The diagnostics package can be provided, as a shared access signature (SAS) URL, to AP5GC support to assist you with issues.
 
+You should always collect diagnostics as soon as possible after encountering an issue and submit them with any support request. [How to open a support request for Azure Private 5G Core](open-support-request.md).
+
 ## Prerequisites
 
 You must already have an AP5GC site deployed to collect diagnostics.
@@ -63,9 +65,7 @@ You must already have an AP5GC site deployed to collect diagnostics.
 1. Select **Diagnostics collection**.
 1. AP5GC online service will generate a package and upload it to the provided storage account URL. Once AP5GC reports that the upload has succeeded, report the SAS URL to Azure support.
     1. Generate a SAS URL by selecting **Generate SAS** on the blob details blade.
-    1. Copy the contents of the **Blob SAS URL** field and share the URL with your support representative via a [support request ticket](/azure/azure-portal/supportability/how-to-create-azure-support-request).
-    > [!IMPORTANT]
-    > You must always set **Service type** to **Azure Private 5G Core** when raising a support request for any issues related to AP5GC.
+    1. Copy the contents of the **Blob SAS URL** field and share the URL with your support representative. See [How to open a support request for Azure Private 5G Core](open-support-request.md).
 1. Azure support will access the diagnostics using the provided SAS URL and provide support based on the information.
 
 ## Troubleshooting
@@ -74,9 +74,7 @@ You must already have an AP5GC site deployed to collect diagnostics.
   - If an invalid container URL was passed, the request will be rejected and report **400 Bad Request**. Repeat the process with the correct container URL.
   - If the asynchronous part of the operation fails, the asynchronous operation resource is set to **Failed** and reports a failure reason.
 - Additionally, check that the same user-assigned identity was added to both the site and storage account.
-- If this does not resolve the issue, share the correlation ID of the failed request with AP5GC support for investigation via a [support request ticket](/azure/azure-portal/supportability/how-to-create-azure-support-request).
-    > [!IMPORTANT]
-    > You must always set **Service type** to **Azure Private 5G Core** when raising a support request for any issues related to AP5GC.
+- If this does not resolve the issue, share the correlation ID of the failed request with AP5GC support for investigation. See [How to open a support request for Azure Private 5G Core](open-support-request.md).
 
 ## Next steps
 

articles/private-5g-core/index.yml

@@ -36,6 +36,10 @@ landingContent:
         links:
           - text: What's new in Azure Private 5G Core?
             url: whats-new.md
+      - linkListType: how-to-guide
+        links:
+          - text: How to open a support request 
+            url: open-support-request.md
   # Card            
   - title: Learn how to deploy a private mobile network
     linkLists:

articles/private-5g-core/open-support-request.md

@@ -0,0 +1,69 @@
+---
+title: How to open a support request 
+titleSuffix: Azure Private 5G Core
+description: This article guides you through how to submit a support request if you have a problem with your AP5GC service. 
+author: robswain
+ms.author: robswain
+ms.service: private-5g-core
+ms.topic: how-to
+ms.date: 03/31/2023
+ms.custom: template-how-to
+---
+
+# Get support for your Azure Private 5G Core service
+
+If you need help or notice problems with Azure Private 5G Core (AP5GC), you can raise a support request (also known as a support ticket). This article describes how to raise support requests for Azure Private 5G Core.
+
+> [!IMPORTANT]
+> You must always set **Service type** to **Azure Private 5G Core** when raising a support request for any issues related to AP5GC, even if the issue involves another Azure service. Selecting the wrong service type will cause your request to be delayed.
+
+Azure provides unlimited support for subscription management, which includes billing, quota adjustments, and account transfers. For technical support, you need a support plan, such as Microsoft Unified Support or Premier Support.
+
+For general information on raising support requests, see [Create an Azure support request](/azure/azure-portal/supportability/how-to-create-azure-support-request).
+
+## Prerequisites
+
+You must have an **Owner**, **Contributor**, or **Support Request Contributor** role in your Azure Private 5G Core subscription, or a custom role with [Microsoft.Support/*](../role-based-access-control/resource-provider-operations.md#microsoftsupport) at the subscription level.
+
+## 1. Generate a support request in the Azure portal
+
+1. Sign in to the [Azure portal](https://ms.portal.azure.com/).
+1. Select the question mark icon in the top menu bar.
+1. Select the **Help + support** button. 
+1. Select **Create a support request**.
+
+## 2. Enter a description of the problem or the change
+
+1. Concisely describe your problem or the change you need in the **Summary** box.
+1. Select an **Issue type** from the drop-down menu.
+1. Select your **Subscription** from the drop-down menu. Choose the subscription where you're noticing the problem or need a change. The support engineer assigned to your case will only be able to access resources in the subscription you specify. If the issue applies to multiple subscriptions, you can mention other subscriptions in your description, or by sending a message later. However, the support engineer will only be able to work on subscriptions to which you have access.
+
+    > [!NOTE]
+    > The remaining steps will vary depending on which options you select. For example, you won't be prompted to select a resource for a billing enquiry.
+
+1. A new **Service** option will appear giving you the option to select either **My services** or **All services**. Select **My services**.
+1. In **Service type** select **Azure Private 5G Core** from the drop-down menu.
+1. A new **Resource** option will appear. Select the resource you need help with, or select **General question**.
+1. A new **Problem type** option will appear. Select the problem type that most accurately describes your issue from the drop-down menu.
+1. A new **Problem subtype** option will appear. Select the problem subtype that most accurately describes your issue from the drop-down menu.
+1. Select **Next**.
+
+## 3. Assess the recommended solutions
+
+Based on the information you provided, we might show you recommended solutions you can use to try to resolve the problem. In some cases, we might even run a quick diagnostic. Solutions are written by Azure engineers and will solve most common problems.
+
+If you're still unable to resolve the issue, continue creating your support request by selecting **Return to support request** and then **Next**.
+
+## 4. Enter additional details
+
+In this section, we collect more details about the problem or the change and how to contact you. Providing thorough and detailed information in this step helps us route your support request to the right engineer.
+
+You should always collect diagnostics as soon as possible after encountering an issue and submit them with your support request using the **File upload** option. See [Gather diagnostics using the Azure portal](/azure/private-5g-core/gather-diagnostics).
+
+## 5. Review and create your support request
+
+Before creating your request, review the details and diagnostics that you'll send to support. If you want to change your request or the files you've uploaded, select **Previous** to return to any tab. When you're happy with your request, select **Create**.
+
+## Next steps
+
+Learn how to [Manage an Azure support request](../azure-portal/supportability/how-to-manage-azure-support-request.md).

articles/private-5g-core/toc.yml

@@ -72,6 +72,10 @@ items:
       href: complete-private-mobile-network-prerequisites.md
     - name: Commission the AKS cluster
       href: commission-cluster.md
+  - name: Request support
+    items:
+    - name: How to open a support request 
+      href: open-support-request.md
   - name: Private mobile networks
     items:
     - name: Collect the required information to deploy a private mobile network