M365 Support vs. Unified Support: Which is Right for Your Business?.

In today’s rapidly evolving tech landscape, choosing the right Microsoft support model is crucial for maximizing your technology investments. This guide compares two prominent options: Microsoft 365 (M365) Support and Microsoft Unified Support. 

M365 Support is tailored for organizations using the Microsoft 365 suite of productivity tools and services. It includes 24/7 phone and web support for critical issues, access to Microsoft’s knowledge base and community forums, and service health status updates and notifications.

This support option is typically included with most M365 subscriptions, providing essential assistance for cloud-based productivity tools.

M365 includes various productivity tools | IB Photography - stock.adobe.com

Azure support is covered under Unified Support | keBu.Medien - stock.adobe.com

Unified Support offers comprehensive coverage for a broader range of Microsoft products and services, including M365, Azure, Dynamics 365, and on-premises solutions. It provides a more holistic and personalized approach to supporting an organization’s entire Microsoft ecosystem.

Unified Support offers three tiers of service:

1. Core Support: Provides affordable access to problem resolution, concierge services, and self-help resources.
2. Advanced Support: Offers a balance of reactive and preventive support, including special handling of critical issues and access to Microsoft experts.
3. Performance Support: Delivers the highest level of personalized support with the fastest response times and assigned support architects.

The primary differences between M365 Support and Unified Support lie in their scope, depth, and customization options:

Scope of Coverage

M365 Support focuses primarily on M365 services and applications, while Unified Support covers a wide range of Microsoft products and services, including on-premises solutions, cloud services, and hybrid environments.

Depth of Support

M365 Support provides standard support for M365-related issues, with an emphasis on self-help resources and community forums. Unified Support offers more in-depth, personalized support with options for proactive services, dedicated support personnel, and faster response times.

Customization and Flexibility

M365 Support generally comes with a fixed set of support features tied to M365 subscriptions. Unified Support allows organizations to choose from different support tiers and add-on services to tailor the support experience to their specific needs.

Pricing Model

M365 Support is typically included in M365 subscription costs. Unified Support has a separate pricing structure based on the chosen tier and additional services.

Proactive Services

M365 Support offers limited proactive services, focusing more on reactive support. Unified Support includes a range of proactive services such as workshops, assessments, and advisory services to help prevent issues and optimize Microsoft technologies.

Recent studies highlight the benefits of comprehensive support models:

A Forrester Total Economic Impact™ study on Microsoft Unified Support revealed:

• 253% Return on Investment
• 67% reduction in critical downtime events
• 35% faster cloud migrations

Another Forrester study on Microsoft 365 found:

• 163% return on investment over three years
• Payback period of 7 months
• $1,190 in benefits per user

Forrester provides industry research.

When deciding between M365 Support and Unified Support, consider:

• Complexity of your Microsoft environment
• Budget considerations
• Support requirements (response times, dedicated personnel)
• Internal IT capabilities
• Future growth plans

US Cloud seamlessly combines the benefits of M365 and Unified Support, making it the top choice for global enterprises. Here’s what sets US Cloud apart:

• Major Savings: Cut costs by 30-50% compared to Microsoft Unified Support.
• Full Coverage: Support for the entire Microsoft stack.
• Flexibility: Non-expiring support hours.
• Speedy Response: Quick support from US-based engineers.
• Custom Support: Tailored solutions for your business needs.

Choosing US Cloud gives you the comprehensive support of Unified Support and the specialized focus of M365 Support—at a better price. The right support model is essential for maximizing Microsoft technologies and driving your digital transformation.