Premier & Unified Support: Cost Calculator Microsoft Premier (Unified) Support Cost Calculator

US CLOUD

Total 

MICROSOFT

User Products (last 1 yr)
User Products w/o SA (last 5 yrs)
Server Products (last 1 yr)
Server Products w/o SA (last 5 yrs)
Cloud, Azure (last 12 months)
($100 ea. x 30% for TAM)
User Products (last 1 yr)
User Products w/o SA (last 5 yrs)
Server Products (last 1 yr)
Server Products w/o SA (last 5 yrs)
Cloud, Azure (last 12 months)
($100 ea. x 30% for TAM)
User Products (last 1 yr)
User Products w/o SA (last 5 yrs)
Server Products (last 1 yr)
Server Products w/o SA (last 5 yrs)
Cloud, Azure (last 12 months)
($100 ea. x 30% for TAM)
Total 

Reactive Support

Microsoft Premier Support Reactive              Support

24 / 7 / 365Problem Resolution Support (PRS) / Break-fix24 / 7 / 365
Initial Response Time — Standard
15 minutes<<< Performance >>>4 hours
15 minutes<< Advanced >>4 hours
30 minutes< Pro / Core >8 hours
Initial Response Time — Critical
15 minutes<<< Performance >>>1/2 hour
15 minutes<< Advanced >>1 hour
30 minutes< Pro / Core >1 hour
100% USA-based Support (no offshoring)
YES<<< Performance >>>NO
YES<< Advanced >>NO
YES< Pro / Core >NO
Escalation Management (if needed)
Included<<< Performance >>>N/A
Included<< Advanced >>N/A
Included< Pro / Core >N/A
Priority Routing
Included<<< Performance >>>Included
Included<< Advanced >>Critical-only
Included< Pro / Core > NO
(PRS hours consumed in 5-min increments)Unlimited PRS hours. Azure Rapid Response = extra fee

Proactive Support

Microsoft Premier Support Proactive              Support

Technical Account Manager (TAM)
Included<<< Performance >>>Included
Included<< Advanced >>Included
N/A< Pro / Core >N/A
Client Services Manager (Team Support)
Included<<< Performance >>>Included
Included<< Advanced >>Included
Included< Pro / Core >N/A
Designated Support Engineer (DSE)
Optional<<< Performance >>>Optional
Optional<< Advanced >>Optional
N/A< Pro / Core >N/A
Monthly Reporting, Trend Analysis
Included<<< Performance >>>Included
Included<< Advanced >>Included
Included< Pro / Core >Included
Online DIY Tools & Templates
N/A<<< Performance >>>Included
N/A<< Advanced >>Included
N/A< Pro / Core >Included
Proactive Phone Support
Engineer-led<<< Performance >>>Included
Engineer-led<< Advanced >>Included
N/A< Pro / Core >N/A
Engineer-ledRisk Assessment, Supportability Reviews, Health ChecksExtra Fee*
Engineer-ledRemediation Services, Improvement PlanningExtra Fee*
Engineer-ledService Delivery Plans, Product Roadmap UpdatesExtra Fee*
Engineer-ledWorkshops and Chalk-TalksExtra Fee*
(Proactive hours consumed in 5-min increments)*Engineer-led engagements require an extra fee / credits @$100 ea.