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)|
|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
|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|