Azure-docs: Cosmos DB - Restore with Basic Support Plan

[AndriyGorda]

Hello team,

Talking to Azure Support Restore is not possible with Basic Support Plan.
This document does not cover this.
Please clarify.

Thank you,

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Document Details

⚠ Do not edit this section. It is required for docs.microsoft.com ➟ GitHub issue linking.

• ID: 887a7740-51a1-80b6-5d0f-704621ad50c7
• Version Independent ID: 642c593f-9563-cd62-e23f-a47bb6e3e421
• Content: Online backup and restore with Azure Cosmos DB
• Content Source: articles/cosmos-db/online-backup-and-restore.md
• Service: cosmos-db
• Product: unspecified
• GitHub Login: @SnehaGunda
• Microsoft Alias: sngun

[Mike-Ubezzi-MSFT]

@AndriyGorda Thanks for the feedback! I have assigned the issue to the content author to evaluate and update as appropriate.

[SnehaGunda]

@AndriyGorda when you say basic plan are you referring to Try Azure Cosmos DB accounts? this doc: https://docs.microsoft.com/en-us/azure/cosmos-db/faq#try-azure-cosmos-db-subscriptions calls out that support tickets can't be created with try Cosmos DB for free accounts. Let me know if that doesn't help or if you are looking for something different.

[AndriyGorda]

Hi Sneha,

No, I'm referring to Azure support plans:

https://azure.microsoft.com/en-us/support/plans/

The issue is that you can NOT restore Cosmos DB database having default
Basic Support plan.

Azure Portal simply does not let you create a support ticket of required
category.

Regards,

On Fri, May 25, 2018 at 10:42 AM, Sneha Gunda [e-mail]
wrote:

@AndriyGorda https://github.com/AndriyGorda when you say basic plan are
you referring to Try Azure Cosmos DB accounts? this doc:
https://docs.microsoft.com/en-us/azure/cosmos-db/faq#try-
azure-cosmos-db-subscriptions calls out that support tickets can't be
created with try Cosmos DB for free accounts. Let me know if that doesn't
help or if you are looking for something different.

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You are receiving this because you were mentioned.
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[SnehaGunda]

@AndriyGorda thanks for the clarification, as you can see in that page, the technical support column for Basic plan is blank, so support isn't offered for that plan. Because its a top level feature that's common across all Azure services, the content is covered in support plan page and not specific to cosmos DB docs!

[SnehaGunda]

@AndriyGorda hope the above explanation helps, we will now close this issue, feel free to reopen if you have any further questions

please-close

[AndriyGorda]

Hi Sneha,

Not agree.

Though this may sound logical from within Microsoft as internal known fact from the user standpoint it is NOT clear.

Right at the moment we have a hard time with our customer due to this incident.

The document does not imply any payment.

Quote: "you can file a support ticket or call Azure support".

It does not mention that support ticket is technical one, but even mentioning it does not help enough.

The fact that support requires extra payment is NOT made clear and sound, it well may be included into Azure subscription payment.

When several people with professional experience over 20 years cannot grasp it and now spending hours and hours trying to find the way out it - this shall click that something is wrong.

[amanarneja]

@AndriyGorda Apologies for this being confusing. We will definitely take that feedback and provide it into the team that creates the content for that page.

In the meantime, I see a couple of additional next steps here:

1. The document asks users to create a support ticket but doesn't take into account users that don't have a support plan, we need to have a mechanism for all users to perform these remediation actions
2. if you are currently blocked from restoring a database due to this issue, please reach out at @ [email protected] with the following information
   Link to this issue
   Your subscription ID

We will help you get unblocked ASAP.

[SnehaGunda]

@AndriyGorda sorry that you had to spend bunch of time tracking the issue. Form docs perspective, I will update the doc to call out that technical support is not available for basic plan, its available for selected plans only and link off to the different support plans page.

[AndriyGorda]

@amanarneja
Hello Aman,

Agree,

Point 1 - we have got trapped with this document and still confused - the customer expectation on reading it Microsoft will restore the database, while Azure Portal and customer support prevent this without moving to paid support plan. Hence we would like to have full clarity over this question.

Point 2 - Overall the mechanism of database restore through communication or support ticket is inefficient at least for us.
We cannot afford several days of ticket roundtrips, additional questions and so on.
Just today the customer requested to fill this gap with homegrown backup/restore mechanism.
We would like to hear from Microsoft is working towards making restore a part of Azure Portal features, but unfortunately it seems it is not on the agenda.

Point 3 - Many thanks for your hand in resolving the issue with database restore.
We have just got good news from Cosmos DB Team lead by Govind Kanshi that our database is finally restored.

[AndriyGorda]

@SnehaGunda ,
Hello Sneha,

Good we have agreement on that point.
We really love and promote Cosmos DB and other Microsoft products for businesses and developers and I think our mutual aim is to help other developers love this and other MS stuff and not be disappointed :)

Thank you,
Andriy

[amanarneja]

@AndriyGorda - Good to know that you are unblocked! We will definitely provide this feedback to the engineering team about support tickets being an inefficient mechanism for backup/restore. If they already have plans, will make sure to +1 them with this feedback.
Also, i did see that you added the request on Feedback.Azure.com (https://feedback.azure.com/forums/263030-azure-cosmos-db/suggestions/34332178--cosmosdb-be-able-to-manage-backup-and-restore-wi) thanks for doing that!

[AndriyGorda]

@amanarneja Thank you again for your involvement in this ticket, that was really helpful.
Really appreciated, Aman.

[femsulu]

@AndriyGorda We will now close this issue. If there are further questions regarding this matter, please reopen it and we will gladly continue the discussion.

[SnehaGunda]

@AndriyGorda FYI I updated the doc to clarify the supported plans. Hope it helps.

[AndriyGorda]

@SnehaGunda Thank you Sneha, would you be so kind to share the link to the updated document?
Haven't found it on my own so far.

[SnehaGunda]

The changes aren't live yet they should be published by EOD today, you can see the content here: https://docs.microsoft.com/en-us/azure/cosmos-db/online-backup-and-restore#restoring-a-database-from-an-online-backup