Premier Support vs Unified Support 2018-05-24T09:12:15+00:00

MICROSOFT PREMIER SUPPORT VS UNIFIED SUPPORT

Compare Microsoft Premier Support features and costs to the new Unified Support pricing model.
Unified Support offers unlimited support hours across all on-premises and online Microsoft applications.
Gartner estimates most enterprises will see a 25-30% price increase.

Unified Support (Three Levels)
Service Premier Support Core Advanced Performance
Pricing Per-hour pricing based on consumption 6% of Office 365 and client software annual costs and 8% of other software and online services annual cost 8% of Office 365 and client software annual costs and 10% of other software and online services annual cost 10% of Office 365 and client software annual costs, and 12% of other software and online services annual cost
Account Management Technical account manager (team, shared or dedicated) Service delivery team Service delivery manager Service delivery manager
Technical advocate
Proactive Support – Automated and online programs Support assistance hours Unlimited Unlimited Unlimited
Proactive Support – Engineer-led risk assessments, chalk talks, planning, implementation and supportability engagements Can be obtained using Support Assistance hours Optional, extra charge Specific number of days included Specific number of days included
PRS – Reactive support PRS hours Unlimited Unlimited Unlimited
PRS – Online services Included without using hours Included in fees @6% of cost for O365 and 8% for Azure and Dynamics Included in fees @8% of cost for O365 and 10% for Azure and Dynamics Included in fees @10% of cost for O365 and 12% for Azure and Dynamics
Initial Response Time 1 hour catastrophic or critical; otherwise, 2 hours during business hours 1 hour critical; 8 hours standard 1 hour critical; 4 hours standard 30 minutes critical; 4 hours standard
Third-Tier Support Optional, extra charge N/A (no option) Included (priority routing for critical) Included (priority routing for all incidents)
Minimum Contract Size N/A $25,000 $50,000 $175,000

Now take a look at US Cloud Premier Support – a Microsoft Unified Support alternative