--- title: "What Sets US Cloud Support Apart from Microsoft Unified Support?" id: "57110" type: "post" slug: "what-sets-us-cloud-support-apart-from-microsoft-unified-support" published_at: "2024-07-26T20:37:59+00:00" modified_at: "2024-11-13T14:14:44+00:00" url: "https://www.uscloud.com/blog/what-sets-us-cloud-support-apart-from-microsoft-unified-support/" markdown_url: "https://www.uscloud.com/blog/what-sets-us-cloud-support-apart-from-microsoft-unified-support.md" taxonomy_category: - "Microsoft Premier Support" - "Microsoft Support for Enterprise" - "Microsoft Unified Enterprise Support" - "US Cloud Microsoft Support" - "US Cloud Support Awards" taxonomy_post_tag: - "Microsoft cost optimization" - "Microsoft Unified Enterprise Support" - "US Cloud Microsoft Support" --- ## What Sets US Cloud Support Apart from Microsoft Unified Support? It’s a question that comes up frequently enough to warrant a deep dive. What sets US Cloud apart from Microsoft Unified Support? Is it name alone, just a few service offerings, or the whole package? The short answer: the whole package. The long answer: you’ll have to keep reading to find out. ## What is Microsoft Unified Support? **Microsoft Unified Support** is part of Microsoft Enterprise Services. It provides clients with access to a **global network of specialists** with deep knowledge of Microsoft products. Unified Support can assess the current state of your IT, define a desired state, and help you attain it through specialized support. This support encompasses all Microsoft products current and future, with a price that is adjusted based on your previous 12 months of **cloud service purchases**, Azure consumption, license-only purchases, and license + software assurance purchases. **Microsoft Unified Support** is also the [replacement for Premier](/blog/microsoft-premier-support-for-public-sector-ends-july-1-2024/) , which is no longer offered as of July 1, 2024. You get in-depth support that covers everything Premier supported with a **proactive catalog** and always-on support. You’ll get assistance for your tickets at **any time of the day**, on demand. Global support for a global audience. What more could you want? ## What is US Cloud Support? **US Cloud Support** is a third-party Unified support solution that provides comprehensive support for all Microsoft technologies. Unlike traditional support models, we offer a flexible **“bucket of hours”** approach, allowing you to allocate support resources where you need them most. ### How Does US Cloud Support Save You Money? Our innovative support model helps businesses save **30-50%** on their annual support costs. By eliminating **unused support services** and providing rapid issue resolution, we maximize the value of your support investment. ### Experience Superior Microsoft Support At US Cloud Support, we combine the best aspects of **Premier and Unified support** to deliver an exceptional customer experience. Our team of highly skilled **experts** is dedicated to providing proactive support and resolving issues quickly and efficiently. ## What’s Different Between Microsoft Unified Support and US Cloud Support? There are multiple aspects of Unified Support and US Cloud that are similar on paper but vastly different in practice. Some of the more prominent examples include: ### Support Cost US Cloud saves clients an average of 30-50 percent versus MS Unified Support. The [cost of Unified Support](https://www.uscloud.com/blog/how-does-microsoft-calculate-their-unified-support-prices/) is steadily rising and prone to international shifts depending on economic changes in the US. International clients are subject to potential **price adjustments**three times per year that could result in you paying more for the same services. The overall price of Unified rises, on average, about **20% per year**. By the time you are renewing your contract three years down the road, you’ll be paying upwards of **60% more** than you were before, and that’s a generous estimate. In comparison, **US Cloud** reduces your support spend by **30-50%** in the first year alone when compared to Unified. A combination of our **proactive catalogue**, 24/7 support, rapid response and resolution times, and **bucket of support hours** leads to greater savings on your end. ### Response Times US Cloud has financially backed SLAs. **Microsoft Unified Support** doesn’t have SLAs, which means they aren’t contractually obligated to respond to your tickets in a set timeframe. They state that they will get to your ticket within **1-4 hours** of submission, but if that extends to **8 or 12 hours**, you don’t get compensation for the time lost. Unfortunately, this is something that happens far more frequently than most clients would like. To offset these long wait times, Microsoft employs **overseas engineers** from third-party services like Mindtree and Wipro to handle the influx of tickets, but that is just a stopgap. **US Cloud** has financially backed SLAs that guarantee your ticket will get a response within **15-minutes** of submission, no matter the severity. Time is often of the essence when it comes to support tickets, so we place every ticket on the highest priority. As for resolution times, on average, we complete tickets **twice as fast** as Microsoft. We make sure to work closely with your team as well so they stay up to date on the latest changes or can get pulled in to help prevent future issues. ### Support Staff US Cloud engineers are all US domestic. As previously mentioned, Microsoft has such a large influx of tickets that they’re using overseas technicians to reduce the load on in-house engineers. Lower priority tickets are sent to these [overseas technicians](https://www.uscloud.com/blog/why-does-microsoft-offshore-their-unified-support/) so the in-house engineers can focus on higher-priority tickets. This leads to compliance issues, language barriers, and excessive wait times. Your direct contact at Microsoft is also no longer a TAM, which typically has around 10 years of industry experience, but a CSAM, which has around 2-3. TAMs are now a support option found higher up the ladder, with CSAMs simply handling account information and preliminary support functions. #### Microsoft’s Support Issues: - Large influx of tickets - Use of overseas technicians to reduce load on in-house engineers - Lower priority tickets sent overseas - Compliance issues - Language barriers - Excessive wait times **US Cloud** provides you with the support you deserve. Our engineers are all **US domestic** with 14+ years of experience. There’s no worry of compliance or security issues, as our team ensures your IT environment is **untouched without express permission**. Our SLAs also guarantee **[15 minute response times](/#dynamicstats)** to all tickets, so you aren’t left hanging after a problem arises. You’ll be in contact with CSAMs, TAMs, and DSEs depending on the issue at hand because we know not all problems are created equal. Sometimes they need a light touch, others a heavy hand. We walk you through the intended solutions step by step to mitigate future issues and to make sure you **understand the process**we are going through. #### US Cloud’s Support Advantages - All engineers are US domestic with 14+ years of experience - No compliance or security issues - IT environment untouched without express permission - SLAs guarantee [15 minute response times](/#dynamicstats) to all tickets - Contact with CSAMs, TAMs, and DSEs depending on the issue - Step-by-step walkthroughs of intended solutions to mitigate future issues and ensure understanding ## Choosing US Cloud Support **US Cloud** offers support around the clock, around the world. Besides the points listed above, we also offer: - **Customized Support Plans** **Craft a support plan** that meets the specific financial or regulatory needs of your enterprise while only buying the hours you need. - **Proactive Support Services** **Prevent critical outages** and recurring issues with a team that gets ahead of the problems before they expand. - **Technical Specializations** We offer **300+ technical experts** with 15+ years of experience, which includes ex-Microsoft employees. We also provide support for all enterprises on legacy on-premises Microsoft technologies and cloud services. Faster Microsoft support for less starts with US Cloud.