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How to Restore the Gold Standard: Microsoft Premier Support Alternatives.

Looking for Microsoft Premier Support Alternatives that actually feel like support? Discover how organizations are reclaiming the gold standard with faster response times, deeper expertise, and up to 50% savings—before your June 30th contract renewal date.
Mike Jones
Written by:
Mike Jones
Published May 20, 2025
How to Restore the Gold Standard: Microsoft Premier Support Alternatives

Recapturing Excellence in Microsoft Support

Gold medal on red ribbon in front of code background.
Bring back the gold standard in Microsoft support—without the Unified Support headaches.

For years, Microsoft Premier Support was the benchmark in enterprise IT support. It meant access to engineers who knew your systems, SLAs you could count on, and a true sense of partnership. Premier Support wasn’t just support—it was a strategic advantage.

However, when Microsoft Unified Support appeared, the landscape of Microsoft Support changed.

After transitioning to Unified Support, many organizations noticed an immediate shift: higher costs, fewer tailored options, and less predictability. For tech teams around the world, the new model started feeling like it served Microsoft more than it served customers. Many enterprise software users still feel that way.

The good news? You’re not locked in.

This post is for organizations looking to bring back that gold standard in Microsoft support. We’ll walk through what changed, what alternatives exist, and how providers like US Cloud are helping IT departments regain control—delivering better service at lower cost.

Here’s the main hurdle: many Unified support contracts expire on June 30th. You need to make sure you’re in the race well before that deadline hits.

Why Consider Premier Support Alternatives

The Unified Support model presents some key changes and business implications for teams under an Enterprise Agreement (EA) with Microsoft. Now, through Unified Support, pricing is typically tied to your total Microsoft spend. That means the more you invest in Microsoft technologies, the more you pay for support.

In other words, what once was a value-driven, needs-focused agreement has become a percentage-based cost increase. For many enterprises, this pricing shift created significant and unexpected budgetary strain.

Here are some other pain points that drive businesses to search for support alternatives:

  • Constantly Rising Costs: As Microsoft licensing grows, support costs rise with it. Some companies have seen noticeable prices increases year-over-year.
  • Loss of Specialized Support: With Premier, you had named engineers who understood your unique environment. Unified often feels one-size-fits-all.
  • Slow Response Times: Larger ticket queues and fewer personalized touchpoints mean delays in resolution—a problem in critical environments.
  • Support Gaps for Legacy Systems: Unified Support’s cloud-first focus can leave gaps for on-premise or customized deployments.
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The Rise of Premier Support Alternatives: Your Path Back to Better Support

Not only are you not locked in to support directly from the OEM to ensure that your Microsoft systems stay operational, but there are also multiple key players to consider for enterprise-grade Microsoft support that meets your unique needs.

Horizontal bar chart comparing relative costs of Microsoft support options.
Microsoft support options by pricing model and relative cost.

Third-Party Microsoft Support Providers

Third-Party Support Alternatives are independent companies focused solely on Microsoft support. US Cloud is a leading example—trusted by clients in over 30 countries and more than 50 of the Fortune 500.

Microsoft Certified Partners with Support Services

Some managed service providers (MSPs) or consultants offer support as part of their licensing or product package. These can be helpful, but support is often just one slice of each company’s broader offering.

How Alternatives Help You Reclaim the "Gold Standard"

With these two options in mind (third-party support or MSPs), let’s look at how these options can help your team dial in on Microsoft support the way it was meant to be.

Cost Predictability and Control

Third-party support contracts are based on your actual support needs—not your Microsoft spend. That means stable budgeting and no surprise renewals. Furthermore, companies like US Cloud provide customers with a “rate-lock” option, preventing unexpected price increases.

Improved ROI on Microsoft Investments

When your systems are well-supported by engineers who are responsive and knowledgeable, your teams perform better. Proactive support reduces downtime and maximizes performance across your Microsoft stack.

Faster Problem Resolution

Engineers who respond to a submitted ticket faster can resolve a Microsoft issue sooner. Instead of waiting for an initial response for hours (or even days), US Cloud customers are guaranteed a ticket response within 15 minutes or less.

Strategic Partnership

Premier Support was about building and maintaining relationships around Microsoft systems. US Cloud revives that by assigning technical account managers (TAMs) and technical leads who know your business.

Flexibility and Customization

Need more coverage during peak season? Want different support levels for different apps? You’ve got options—because third-party providers aren’t locked into rigid service tiers. With US Cloud, customers can purchase only the hours they need to keep their mission-critical systems running.

How to Select a New Premier Support Alternative

So what should you look for in a Microsoft Premier Support alternative? In this section, we cover the due diligence you’ll need to know to select the choice that best suits your team’s needs. Use this guide to help you evaluate and transition to your new gold-standard Microsoft support option.

Table comparing pros and cons of different Microsoft support options.
Side-by-side comparison of Microsoft support advantages and disadvantages.

Key Alternative Support Features

While shopping for the Microsoft support alternative that will most closely resemble Premier Support, look for the features below.

  • Significant Cost Savings: Most third-party providers offer 30-60% savings compared to Unified Support. US Cloud clients typically reduce costs by 40-50%.
  • Enhanced SLAs: Response times are guaranteed, often as fast as 15 minutes for critical incidents.
  • Dedicated Experts: Unlike faceless ticketing systems, US Cloud provides named, senior-level engineers who stay with you across engagements.
  • Tailored Service: Support is built around your environment, not a corporate tier.
  • Legacy and Hybrid Coverage: From Exchange 2010 to Azure AD, third-party support covers more ground, especially older or hybrid systems.
  • US-Based Support: For organizations concerned about data sovereignty and compliance, US Cloud’s all-domestic engineering team ensures full alignment.
  • Proactive Services: Think beyond break-fix. US Cloud offers optimization, patch planning, and root cause analysis—all built in.
Bar chart showing cost savings between support options over time.
Third-party support offers 30-50% savings compared to Microsoft Unified.

Critical Questions to Ask Potential Providers

  • Escalation Process: How do you engage Microsoft for escalations? US Cloud, for example, has direct channels and certified access.
  • Expertise: Can you prove your engineers have deep experience across M365, Azure, D365, and older systems?
  • Tool Access: Do you have full access to Microsoft’s diagnostic and troubleshooting tools?
  • Security and Compliance: What certifications do you maintain? (US Cloud is SOC 2 Type II, ITAR, and HIPAA compliant.)
  • Contract Flexibility: Are there hidden fees or lock-in clauses? What’s the exit strategy?

The Future of Microsoft Support is Choice and Quality

Infographic showing five common Microsoft support mistakes to avoid.
Key mistakes to avoid when selecting Microsoft support services.

The gold standard of Microsoft support didn’t disappear—it just moved.

By choosing the right alternative provider, organizations can reintroduce the qualities they once valued most: deep expertise, faster response, meaningful relationships, and predictable pricing.

US Cloud is proud to be the global leader in Microsoft third-party support. We help enterprises bring sanity and strategy back to their support experience.

Before Microsoft makes a support choice for you during your Enterprise Agreement negotiations, get a free quote from US Cloud. It could be the tool you need to right-size your support service and costs—even if you stick with Microsoft Unified.

Flowchart showing decision path for choosing Microsoft support options.
Decision flowchart for selecting the best Microsoft support option.

Book a call with US Cloud to get your quote started—before your Microsoft contracts expire on June 30th (or sooner).

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FAQ: Microsoft Premier Support Alternatives

How does US Cloud escalate issues to Microsoft if they don’t work for Microsoft?

Great question—and one we hear often. While we’re independent from Microsoft, we maintain Premier-level escalation privileges through a Microsoft Partner relationship. That means when an issue truly requires Microsoft’s direct intervention (e.g., a product bug or fix only Microsoft can issue), we can escalate on your behalf just like an internal Microsoft team would.

What’s the typical onboarding time if we switch from Microsoft Unified Support to US Cloud?

Onboarding usually takes 2–4 weeks, depending on your environment’s size and complexity. We start with a discovery session, align on your key systems and business goals, and assign your named support team. Many clients choose a phased transition to minimize risk. A dedicated engineer will guide you every step of the way.

Can US Cloud support older Microsoft products that Microsoft no longer fully supports?

Yes, and this is one of the biggest reasons clients come to us. Our team includes seasoned Microsoft engineers who support legacy systems like Windows Server 2008/2012, Exchange 2010, SharePoint 2013, and others that Unified Support deprioritizes or excludes. If it’s still running in your environment, we can typically support it—even customized deployments.

Is US Cloud support really that much faster than Microsoft’s?

Yes. Our SLAs are 4x faster than Microsoft Unified Support, and we meet or exceed them 99.9% of the time. Our average response time for critical tickets is under 15 minutes. No waiting for callbacks. No being bounced between teams. You get direct access to named engineers who know your environment and are accountable for resolution.

Mike Jones
Mike Jones
Mike Jones stands out as a leading authority on Microsoft enterprise solutions and has been recognized by Gartner as one of the world’s top subject matter experts on Microsoft Enterprise Agreements (EA) and Unified (formerly Premier) Support contracts. Mike's extensive experience across the private, partner, and government sectors empowers him to expertly identify and address the unique needs of Fortune 500 Microsoft environments. His unparalleled insight into Microsoft offerings makes him an invaluable asset to any organization looking to optimize their technology landscape.
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