The History of Microsoft Unified Support.

Microsoft Unified Support emerged in July 2017 as a significant evolution in Microsoft’s enterprise support offerings, replacing the long-standing Premier Support program. This transition marked a pivotal shift in how Microsoft approached customer support, aiming to streamline and enhance its services for organizations using Microsoft products and cloud technologies.

Unified Support was designed to consolidate various support programs into a single, comprehensive offering, providing customers with expanded coverage across Microsoft’s growing portfolio of products and services, including cloud platforms like Office 365 and Azure. The move to Unified Support reflected Microsoft’s recognition of the changing technological landscape and the need for a more flexible, proactive approach to enterprise support in an increasingly cloud-centric world.

Microsoft’s enterprise support offerings have evolved significantly over the years to meet the changing needs of their customers. Historically, Microsoft offered Premier Support, which was a popular option that allowed organizations to purchase blocks of support hours. This gave customers flexibility to manage their support needs and costs.

In recent years, Microsoft has transitioned to a new model called Unified Support. This aims to provide more comprehensive coverage across Microsoft’s growing portfolio of products and cloud services. Unified Support offers tiered support levels (Core, Advanced, and Performance) with different features and response times to suit various organizational needs.

Enterprise support is crucial for Microsoft customers. | Sundry Photography - stock.adobe.com

Enterprise support is crucial for Microsoft customers for several reasons:

• It provides direct access to Microsoft’s technical experts for troubleshooting complex issues.
• It offers proactive services to help prevent problems before they occur.
• It includes account management to align support with business objectives.
• It enables faster response times for critical issues to minimize downtime.
• It provides training and resources to help organizations get the most value from Microsoft technologies.

For large enterprises relying heavily on Microsoft products and services, having robust support can be essential for maintaining business continuity and optimizing their technology investments. However, the transition to Unified Support has been met with some criticism, particularly around pricing models and potential cost increases for some customers.

Overall, while Microsoft’s enterprise support offerings continue to evolve, they remain an important consideration for organizations looking to effectively manage and maximize their Microsoft ecosystems.

Microsoft Premier Support was a long-standing enterprise support program offered by Microsoft before transitioning to Unified Support. Premier Support provided comprehensive, personalized support for large organizations using Microsoft products and services. Some key features included:

• Direct access to Microsoft technical experts 24/7
• A dedicated Technical Account Manager (TAM) to oversee support
• Proactive services like assessments and planning to prevent issues
• On-site support options
• Priority handling for critical issues

The program was quite popular among enterprise customers for a few reasons:

• It offered a higher level of support than standard options, which was crucial for businesses relying heavily on Microsoft technologies.
• The dedicated TAM provided a single point of contact, making support more streamlined and efficient.
• The proactive services helped organizations optimize their Microsoft environments and avoid potential problems.
• For complex enterprise environments, having direct access to Microsoft’s top experts was invaluable.

Many large companies viewed Premier Support as essential for maintaining their critical Microsoft-based systems and maximizing their technology investments. However, as cloud services became more prevalent, Microsoft evolved this offering into the current Unified Support program to better align with changing customer needs and consumption models.

Microsoft evolved their offering into the current Unified Support program to better align with changing customer needs and consumption models. | keBu.Medien - stock.adobe.com

In July 2017, Microsoft made a significant move in its enterprise support offerings by announcing Unified Support as a replacement for the long-standing Premier Support program. This transition was driven by Microsoft’s recognition of the changing technological landscape, particularly the growing importance of cloud services.

The main reasons for this transition included:

• Simplifying the support experience for customers
• Providing more comprehensive coverage across Microsoft’s expanding product portfolio
• Aligning support offerings with the shift towards cloud-based services

Some key differences between Unified Support and Premier Support were:

• Pricing model: Unified Support moved from Premier’s per-hour pricing to a percentage-based model tied to customers’ Microsoft spend. This was a significant change that caused some controversy.
• Support structure: Unified Support introduced tiered support levels (Core, Advanced, Performance) with different features and pricing, offering more flexibility to customers.
• Expanded coverage: Unified Support included support for cloud services like Office 365 and Azure, reflecting the growing importance of these platforms.
• Proactive services: There was an increased focus on preventive measures and optimization in Unified Support, aiming to help customers avoid issues before they occur.

This transition represented a major shift in how Microsoft approached enterprise support, aiming to provide a more holistic and flexible support experience. However, it also came with challenges, particularly around pricing and adaptation for some customers who were used to the Premier Support model.

Microsoft Unified Support offers a tiered structure to cater to different organizational needs and sizes. Here’s a brief overview of the support plans and services:

• Core Support: This is the entry-level tier, designed for smaller organizations or those with less complex needs. It provides basic support services with longer response times compared to higher tiers.
• Advanced Support: This mid-tier option offers faster response times and more comprehensive services than Core. It’s suitable for medium to large organizations with more critical support needs.
• Performance Support: This is the top-tier option, providing the fastest response times and most extensive services. It’s ideal for large enterprises with mission-critical systems and complex environments.
• Unified Enterprise: This is a newer offering that builds upon the Unified Support model, providing even more personalized and flexible support options for large enterprises.

All tiers offer both reactive and proactive services

Reactive services include:

• 24/7 problem resolution support
• Escalation management for critical issues
• Access to technical experts

Proactive services include:

• IT health checks and assessments
• Advisory support for planning and implementation
• Technical training and workshops
• Cloud assistance for Azure and other Microsoft cloud services

The main differences between tiers are in response times, level of personalization, and depth of services. For example, Performance tier offers a 15-minute response time for critical Azure issues, while Core tier has longer wait times.

Unified Enterprise adds more flexibility with a designated Customer Success Account Manager and the ability to customize your support experience with scenario-specific Proactive Services and Enhanced Solutions.

Performance tier offers a 15-minute response time for critical Azure issues, while Core tier has longer wait times. | Timon - stock.adobe.com

Microsoft Unified Support has faced some significant challenges and criticism. | Andreas Prott - stock.adobe.com

Microsoft Unified Support offers several key benefits that make it an attractive option for organizations using Microsoft products and services:

• Simplified pricing: Unified Support moved away from the per-hour pricing model of Premier Support to a percentage-based model tied to customers’ Microsoft spend. This approach aims to make pricing more predictable and scalable as your Microsoft usage grows. While it caused some controversy initially, many customers find it easier to budget for in the long run.
• Expanded coverage: One of the big advantages of Unified Support is its comprehensive coverage across Microsoft’s entire product portfolio. This includes cloud services like Office 365 and Azure, which weren’t always fully covered under Premier Support. Essentially, you get support for everything Microsoft in one package, which can be convenient for organizations using multiple Microsoft products.
• Enhanced proactive services: Unified Support puts a stronger emphasis on preventive measures and optimization. This includes things like IT health checks, advisory support for planning and implementation, and technical training workshops. The idea is to help you avoid issues before they occur and get more value from your Microsoft investments.
• Improved problem resolution: When issues do arise, Unified Support aims to provide faster and more effective resolution. This includes 24/7 problem resolution support, escalation management for critical issues, and access to Microsoft’s technical experts. For example, the top-tier Performance support offers a 15-minute response time for critical Azure issues, which can be crucial for businesses relying heavily on cloud services.

Unified Support is designed to be a more holistic and flexible support experience, adapting to the changing needs of organizations in an increasingly cloud-centric world. While it may not be perfect for everyone, many organizations find that it provides a more comprehensive and streamlined support experience compared to previous offerings.

Tech support at your fingertips.

Microsoft Unified Support has faced some significant challenges and criticism since its introduction as a replacement for Premier Support. Here’s a brief overview of the main issues:

• Higher costs: Many customers have reported substantial cost increases when transitioning to Unified Support. Some organizations have seen their support costs rise by 50% to 300% compared to Premier Support. This is largely due to the new pricing model, which is based on a percentage of a customer’s overall Microsoft spend rather than purchased support hours.
• Support quality concerns: Despite the higher costs, many customers have reported a decline in support quality. There’s a perception that the support staff are less knowledgeable and often just follow scripts or escalate issues without providing much initial troubleshooting.
• Longer resolution times: Unified Support has been criticized for having slower response and resolution times compared to Premier Support. For example, standard tickets under the Core tier can have wait times of up to 8 hours, compared to 2 hours under Premier Support. Even critical issues can face longer wait times under some Unified Support tiers.
• Low customer satisfaction: Many customers have expressed frustration with the new support model. They feel they’re paying more for less value, and that the support doesn’t meet their expectations given the increased costs.
• Lack of flexibility: Unified Support bundles many services together, which means customers may be paying for services they don’t need or use. This contrasts with the more customizable nature of Premier Support.
• Complexity: The pricing model for Unified Support is complex and can be difficult for customers to understand or predict, especially as their Microsoft usage grows.

These issues have led some organizations to consider alternatives, such as third-party support providers or downgrading their support tier. However, it’s worth noting that experiences can vary, and some customers may find value in certain aspects of Unified Support, such as the ability to open as many support tickets as needed across the entire organization.

Microsoft Unified Support has been evolving since its introduction in 2017 as a replacement for the Premier Support program. Here’s a brief overview of how it has developed:

Continuous Improvement and Updates

Microsoft has been refining Unified Support based on customer feedback and changing technology needs. They’ve worked on addressing initial criticisms about cost increases and support quality. For example, they’ve adjusted response times and introduced more flexible pricing tiers to better accommodate different customer sizes and needs.

Introduction of New Features and Services

Over time, Microsoft has expanded the Unified Support offering with new features and services. Some notable additions include:

• Enhanced Designated Engineering: This provides long-term, customized engagements with expert teams to help maximize the value of Microsoft technologies.
• Mission Critical Support: This offers in-depth support and preventative services for business-critical solutions.
• Unified Enhanced Response: This provides accelerated response times for key severities and additional Microsoft experts for streamlined resolution across all products.

Integration with Microsoft Cloud Offerings

A major focus of Unified Support’s evolution has been better integration with Microsoft’s cloud services, particularly Azure and Office 365. This includes:

• Faster response times for critical Azure issues, with some plans offering 15-minute response for Severity 1 incidents.
• Expanded coverage for cloud services, reflecting their growing importance in enterprise environments.
• Cloud-specific support options like Azure Event Management and Office 365 Engineering Direct.
• Proactive services and assessments tailored for cloud environments to help prevent issues before they occur.

Microsoft has also introduced Unified Enterprise, which is described as the next evolution of Unified Support. It offers even more personalized and flexible support options, including a designated Customer Success Account Manager and the ability to customize support experiences with scenario-specific Proactive Services.

The evolution of Unified Support reflects Microsoft’s efforts to align its support offerings with the shift towards cloud-based services and to provide more comprehensive, flexible support for its expanding product portfolio. However, it’s worth noting that customer experiences have been mixed, with some praising the improvements while others continue to express concerns about costs and support quality.

Microsoft’s transition to Unified Support has had significant implications for its partners as well. Here’s a brief overview of how it has affected Microsoft partners:

Changes to Partner Support Programs

With the introduction of Unified Support, Microsoft made changes to its partner support programs. The Premier Support for Partners (PSfP) program, which many partners relied on, was phased out and replaced with aspects of Unified Support tailored for partners.

Unified Support for Partners

Microsoft introduced Unified Support options specifically for partners. This aimed to provide partners with comprehensive support across Microsoft’s product portfolio, similar to what enterprise customers receive. However, the pricing model and structure changed, which caused some challenges for partners adjusting to the new system.

CSPs Required to Take on Tier 1 Support

One significant change was that Cloud Solution Providers (CSPs) were required to take on more responsibility for front-line support. Microsoft essentially pushed CSPs to handle Tier 1 support for their customers, meaning they needed to be the first point of contact for basic issues and troubleshooting. This shift aimed to streamline support processes but also placed additional burden on CSPs.

These changes have had mixed reception among Microsoft partners. While some appreciate the comprehensive coverage of Unified Support, others have found the transition challenging, particularly in terms of cost and the increased support responsibilities. Many partners have had to adapt their support strategies and invest in additional training and resources to meet the new requirements.

Microsoft Unified Support has been facing increasing competition from third-party support providers such as US Cloud in recent years. | Ricochet64 - stock.adobe.com

Microsoft Unified Support has been facing increasing competition from third-party support providers such as US Cloud in recent years. Here’s a brief overview of how Unified Support compares to third-party options:

Rise of alternative support providers

The third-party enterprise software support market has been growing rapidly. According to a 2019 Gartner report, this market was expected to grow from $351 million in 2019 to $1.25 billion by 2025 – a 300% increase. This growth reflects increasing demand from organizations looking for lower-cost alternatives to vendor support. Gartner has identified US Cloud as the only third-party provider capable of fully replacing Unified.

• Cost savings: Third-party support can often provide savings of 50% or more compared to vendor support costs. This is a major driver for many organizations.
• More flexible contracts: Third-party providers typically offer more customizable contracts with shorter durations and the ability to opt out of unnecessary upgrades.
• Support for older versions: Third-party support can extend the life of older software versions beyond what Microsoft offers.
• Faster response times: Some third-party providers claim to offer faster resolution times, especially for lower severity issues.
• Custom code support: Many third-party providers offer support for customizations, which Microsoft may not cover.

The future of Microsoft enterprise support looks to be evolving in some exciting ways:

Upcoming Changes and Enhancements

Microsoft is continuing to refine its Unified Support offering, with a new tier called Unified Enterprise Support recently introduced. This seems to be the next evolution of their support model, providing even more personalized and flexible options for large enterprises. Some key features include:

• A designated Customer Success Account Manager (CSAM) to work directly with customers on business strategies.
• More flexibility in tailoring support plans to specific business needs.
• Faster response times, including 15-minute responses for critical Azure issues.

Focus on AI and Automation in Support

While not explicitly mentioned by Microsoft, it’s a safe bet that Microsoft is looking to leverage AI and automation to enhance their support offerings. Given Microsoft’s heavy investment in AI technologies like ChatGPT and their Copilot services, we can expect to see more AI-driven support tools in the future. These might include:

• AI-powered chatbots for initial troubleshooting and issue triage.
• Automated system health checks and proactive issue detection.
• AI-assisted knowledge bases that can provide more accurate and context-aware solutions.

Potential Integration with Other Microsoft Services

Microsoft seems to be moving towards a more integrated approach to their services. For enterprise support, this could mean:

• Tighter integration with Azure and Office 365 services, allowing for more seamless support across the entire Microsoft ecosystem.
• Enhanced proactive services that leverage data from across a customer’s Microsoft deployments to predict and prevent issues.
• Integration with Microsoft’s learning platforms to provide more targeted training and skill development for IT teams.

The future of Microsoft enterprise support appears to be heading towards a more personalized, proactive, and AI-driven model. The goal seems to be empowering customers to do more with their Microsoft investments while providing faster, more efficient support when issues do arise. As always with tech, it’s an evolving landscape, so we can expect to see more innovations and changes as Microsoft continues to adapt to customer needs and technological advancements.

Microsoft’s 2017 shift to Unified Support aimed to streamline enterprise support for its expanding product portfolio, especially cloud services. However, this transition has faced challenges, with many customers reporting higher costs and quality concerns. This led to the rise of third-party alternatives like US Cloud.

Enterprise support remains crucial for Microsoft, not just for problem-solving but for helping customers maximize their investments. As technology evolves, both Microsoft and third-party providers are likely to refine their offerings, potentially incorporating more AI and automation.

Looking ahead, Microsoft must balance support for new technologies like Copilot with continued support for on-premises solutions. The company faces the ongoing challenge of adapting its support model to meet changing customer needs while addressing concerns about cost and quality.