Microsoft Support Is Broken

Microsoft continues to force the adoption of its new support model, Unified Support. The model is failing.

Unified Support is the biggest change Microsoft has made to its software support in decades. Enterprises are being forced to move from Premier, a predictable “buy only the hours you need” model, to the more volatile Unified where support cost is calculated as a percentage of total spend.

Microsoft enterprise support costs have skyrocketed with 2x to 3x price increases under Unified. To make matters worse, support quality is falling with response times stretching from minutes, to days, and even months. As a result, more and more enterprises are seeking out third-party support alternatives competing with MS Unified in order to rescue their budgets and safeguard their IT infrastructure.

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