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
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| |
|---|---|---|
| 24 / 7 / 365 | Problem Resolution Support (PRS) / Break-fix | 24 / 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 |
|
| |
|---|---|---|
| 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-led | Risk Assessment, Supportability Reviews, Health Checks | Extra Fee* |
| Engineer-led | Remediation Services, Improvement Planning | Extra Fee* |
| Engineer-led | Service Delivery Plans, Product Roadmap Updates | Extra Fee* |
| Engineer-led | Workshops and Chalk-Talks | Extra Fee* |
| (Proactive hours consumed in 5-min increments) | *Engineer-led engagements require an extra fee / credits @$100 ea. |