Become a managed customer and reduce prompt filtering

Hi Usawa Care

On Azure OpenAI, there is no dashboard option to become a “managed customer” or to reduce prompt/content filtering. These controls do not exist in the Azure UI. Any changes related to moderation, filtering behavior, or policy enforcement must go through Microsoft Support and internal policy review, not self-service configuration.

No self-service option in the Azure dashboard

A “managed customer” is not a feature you enable. It means your company has:

• A Microsoft account team (Account Manager / CSA)
• An Enterprise Agreement or qualifying paid Azure support plan Only customers in this category can request policy reviews or special handling for Azure OpenAI use cases.

Content filtering cannot be disabled

Azure OpenAI does not allow disabling safety filters, even for managed customers. What can happen is:

• A case-by-case policy review
• Possible partial relaxation or clarification for specific categories
• Documentation of false positives for known multilingual or domain-specific issues

This is especially relevant for healthcare and medical use cases, which Microsoft does consider valid for escalation.

If you do not see the option to create a support ticket, it is usually because:

Your Azure subscription has no support plan, or only free/basic support

You lack the Owner or Support Request Contributor role

Azure OpenAI support is not enabled for your subscription

Without an Azure support plan, ticket creation is not possible.

Required next step: Azure support plan

To proceed, your organization must have at least one paid Azure support plan:

• Developer (minimum to open tickets)
• Standard or Professional (recommended for escalation)

How to open the correct ticket

Once support is enabled:

1. Go to Help + support → Create a support request
2. Select service: Azure OpenAI Service
3. Issue type: Technical
4. Problem subtype: Content filtering / policy enforcement

This is the only valid path for this request.

What to request in the ticket

In the ticket, clearly state:

• You are a health-tech company
• The prompts include medical and biological terminology
• You are experiencing false positives, especially in Portuguese
• You are requesting a policy review, not filter removal
• You want guidance on eligibility for managed-customer handling

Include:

• Company website
• Regulatory or compliance context (if applicable)
• Example prompts showing incorrect filtering

Portuguese and animal-related false positives

False positives in Portuguese (including animal-related terms) are a known moderation issue. These are not treated as malicious intent but as model-side moderation errors, which Microsoft can only address after a formal review through support.

If you do not have a support plan

If you cannot open a ticket:

• Upgrade your Azure support plan, or
• Contact your Microsoft reseller/partner, or
• Request assignment to a Microsoft account manager

There is no workaround via the Azure OpenAI dashboard.

• There is no UI option to reduce filtering
• “Managed customer” status is account-based, not configurable
• Filters cannot be removed, only reviewed
• Healthcare use cases qualify for escalation
• Azure support access is mandatory

If you want, you can tell me:

• Your Azure support tier
• Whether you are Pay-As-You-Go or Enterprise

Reference Documentation for More Details:

• Content Filtering Overview
• How to configure content filters
• Custom Roles in Azure
• Content Safety Not Blocking Requests Despite Blocklist

I Hope this helps. Do let me know if you have any further queries.

Thank you!

Hi There! I have a Developer Plan and also I can't create any ticket in Azure, I am always redirecting to this Q&A what is ridiculous. How to create ticket in Developer Plan? Today Microsoft Foundry was down and I couldn't do anything.

Hi PiotrLisek

Even if your organization has an Azure Developer Support Plan, the Azure portal will not always show the “Create support request” option. This happens when Azure determines that either your role, subscription, or issue type is not eligible for ticket creation under that plan.

To create a support ticket, you must have one of these roles at the subscription level: Owner, Contributor, or Support Request Contributor. Being a Global Admin or Entra ID admin alone is not sufficient. If you don’t have one of these roles on the subscription, the portal hides the ticket option entirely.

Tickets can only be created from Azure Portal → Help + Support → Support requests. If you try to start from Billing, Subscription, or a resource blade, Azure may redirect you to Q&A or hide the option.

I am a Contributor on the subscription with Developer Plan - when I click "create support request" this useless form is opening on the right with some questions. I answered them all and clicked "next" to get another useless information and the summary that "I can post here with priority". Where is an option to create ticket?

Hi PiotrLisek

Thank you for the update

If you have any technical related query/issue you can post your Question in the Microsoft Q&A platform for the priority support. To know more about developer support plan, you can follow the below document Priority Community Support - Azure supportability | Microsoft Learn

If any issues related to Subscription or Billing related query you can create a support request. To create support request, Kindly check the below documentation for more details: How to create an Azure support request - Azure supportability | Microsoft Learn