Microsoft Premier Support vs Unified Support
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.
| 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 |