Microsoft Unified Support Advanced “Just Right” for Most Businesses
There are 3 variables that make Unified Advanced the right level for many organizations.
Advanced strikes the best balance between budget, account management and response time.
If you have a budget of $50,000 per year, the Advanced level is available. It is the middle level of Unified support and often the sweet spot for reasonable price, account management and response times. Below Advanced and your account management becomes pooled resources. Above Advanced you pay a premium where your response time improves slightly and you gain access to a Technical Advocate typically sought by enterprises.
Choosing the middle Advanced level for account management will yield Customer Service Account Managers (CSAM) and a Service Delivery Team Manager. Designated Support Engineers (DSE) are available for longer term project staff augmentation or advisory services. You will NOT receive a Technology Advocate in the Advanced level. You must upgrade to Performance for this enterprise resource. Dropping down to the Core level you can expect everyone you interact with to be a pooled resource. The Core includes a service delivery team but with no manager.
Unified Advanced response time goals (no financially backed SLAs for any Unified level) are 1 hour for critical incidents and 4 hours for standard. Advanced includes priority routing for critical tickets. There is no priority routing and standard response increases to 8 hours with Core. Response time for critical incidents drops to 30 minutes if you upgrade to Performance. Rapid Response for Azure (15 minutes) is available for Unified Advanced andPerformance level customers.
Unified Advanced Options
Additional MS Unified Support Advanced level options are: Office Engineering Direct, Azure Rapid Response, Developer Support, Azure Event Management, Designated Support Engineering and Support for Mission Critical.