MICROSOFT PREMIER SUPPORT VS. UNIFIED SUPPORT
Compare Microsoft Premier Support to MS Unified Support features and cost. See if the new Unified model and 30% to 60% price increase is right for you.
| MICROSOFT UNIFIED SUPPORT (Three Levels) |
|---|
| Service | MS 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 |
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