WHAT IS MICROSOFT SUPPORT FOR BUSINESS?

Microsoft Support for Business is made up of technology-specific support and business-wide  programs like Premier and Unified.  Microsoft Support for Business provides mission-critical support to prevent costly downtime. Find the MSFT support that best fits your organization’s budget, technologies and response time needs.

Microsoft Support for Business

Microsoft Unified Support

Microsoft Unified Support fundamentally changes the enterprise support experience, providing organization-wide coverage for all Microsoft products.
Microsoft Unified Support affords you the peace of mind knowing your Microsoft products – and the people who use them – are supported, so you can focus on accelerating your enterprise. Compare Unified to Microsoft Premier Support.

UNIFIED
SUPPORT
DATASHEET
Best fit for: Enterprises
Industries: Financial Services, Healthcare, Government, Automotive, Manufacturing, Retail
Cost: Premium+ (Starts at $25,000 per year)
Advantages: One agreement covers all departments, as needed support across all Microsoft products
Disadvantages: Smaller EA customers reporting subpar experience, wasted support budget if not using all MS products, 7-16% price increase year over year
Key Takeaway: 3-year Unified cost forecast is a must

Microsoft Business Support - Unified

Microsoft Support for Business - Premier

Microsoft Premier Support

Microsoft Premier Support gives you access to an always-on global network of specialists with deep knowledge of Microsoft products.  This Microsoft product expertise allows you to optimize the value of your Microsoft investment with MS Premier Support services.
As a result, getting more done, faster, with less distraction to your IT operations.  With MS Premier Support, your enterprise can drive business outcomes, with a dedicated partnership helping you focus on your business goals, not your IT’s uptime. Compare Premier to Microsoft Unified Support.

PREMIER
SUPPORT
 DATASHEET
Best fit for: Enterprises
Industries: Financial Services, Healthcare, Government, Automotive, Manufacturing, Retail
Cost: Premium (Starts at $15,000 per year)
Advantages: Menu style – choose your technologies and buy hours, predictable 5% price increase year over year
Disadvantages: Smaller EA customers no longer qualify, Mid-size EA customers reporting subpar experience, existing Premier clients will need to move to Unified or alternative by 2023
Key Takeaway: Still available 2021-2022

Azure Support

Azure Professional Direct (ProDirect) Support is for businesses deploying business-critical, strategic applications on Microsoft Azure.
Billing and subscription support is included with your Microsoft Azure subscription, which you can submit through the Microsoft Azure admin portal. 

AZURE
SUPPORT
 DATASHEET
Best fit for: Medium and Large Businesses
Industries: Financial Services, Healthcare, Government, Automotive, Manufacturing, Retail
Cost: Premium (Starts at $12,000 per year)
Advantages: As needed reactive Azure support, escalation management, pooled account management
Disadvantages: 1 hour response time for critical issues, credit card payment only
Key Takeaway: Baseline support for single application where 1 hour response may be too long for some

Microsoft Support for Business - Azure

MS Business Support - Professional Pay Per Incident

Microsoft Professional Support (pay-per-incident)

If you need technical support for your business on a smaller scale, Professional Support is available as a single pay-per-incident (PPI) or a 5-pack of incidents.
Microsoft experts help you troubleshoot a specific problem, error message or functionality that isn’t working as expected. Before buying, search for your product to confirm it is still supported.

PRO
SUPPORT
 DATASHEET
Best fit for: Small and Medium Businesses
Industries: All
Cost: Standard ($2,000 per 5 pack)
Advantages: Fixed cost per incident, good for 1 year
Disadvantages: Lowest tier of Microsoft support, tickets can languish months since time to resolution (TTR) not relevant, heavily offshored, “reasonable efforts” and unresolved case billing at Microsoft’s discretion
Key Takeaway: Inexpensive but slow resolution

Office 365 Support

Premier Support Microsoft 365 provides elevated Microsoft 365 support, including Microsoft-managed support from a cloud expert, exclusive proactive services for your Microsoft 365 environment, and highest priority reactive support.
Basic technical support is included with your Microsoft Office 365 subscription, which you can submit through the Microsoft Office 365 online portal. 

OFFICE 365
SUPPORT
 DATASHEET
Best fit for: Medium and Large Businesses
Industries: Financial Services, Healthcare, Government, Automotive, Manufacturing, Retail
Cost: Premium (Starts at $15,000 per year)
Advantages: Buy the M365 hours you need for the year, predictable 5% price increase year over year
Disadvantages: Smaller EA customers no longer qualify, Mid-size EA customers reporting subpar experience, existing Premier for M365 clients will need to move to Unified or alternative by 2023
Key Takeaway: Still available 2021-2022

MSFT Support for Business - Office 365

MS Support for Business - Dynamics

Dynamics 365 Support

Professional Direct Support for Dynamics 365 is for medium to large businesses operating a 24/7 production environment requiring access to Dynamics experts for advisory and escalation services.
Basic technical support is included with your Microsoft Dynamics 365 subscription, which you can submit through the Microsoft Dynamics 365 admin center.

DYNAMICS
SUPPORT
 DATASHEET
Best fit for: Medium and Large Businesses
Industries: All
Cost: Standard ($3,600 for 20 users, per year)
Advantages: 1 hour response time for critical incidents
Disadvantages: 24/7 support only for critical incidents, technical account manager (TAM) is pooled
Key Takeaway: Baseline support for single application

Microsoft Support for Business

Microsoft provides a variety of plans to help you get the business support you need, from premium support available 24/7, to pay-per-incident. If your organization doesn’t have a paid support plan, explore your options and choose the Microsoft support that best fits your business.

Next step - Microsoft Enterprise Support at US Cloud

NEXT STEP TO SAVE 30-50% WITH US CLOUD

US Cloud is the only Gartner-recognized Microsoft Support alternative. Enterprises worldwide are replacing MSFT Unified with US Cloud to save 30-50% on support costs.
Enjoy ultra-responsive, 24/7 fanatical global support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth.