MICROSOFT UNIFIED SUPPORT ADVANCED

Microsoft Unified Support Advanced is the sweet spot for many businesses. MS Unified Advanced is the middle level of Unified with a $50,000 minimum contract and a 1 hour response time. See the Unified matrix below for full details.

Microsoft Unified Support Advanced Level

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.

BUDGET
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.

ACCOUNT MANAGEMENT
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.

RESPONSE TIME
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.

MICROSOFT UNIFIED SUPPORT LEVELS

Unified Level Core Advanced Performance
Pricing 6% of Office 365 and client software annual costs and 8% of other software and online services annual cost 8% of Office 365 and client software annual costs and 10% of other software and online services annual cost 10% of Office 365 and client software annual costs, and 12% of other software and online services annual cost
Account Management Service delivery team Service delivery manager Service delivery manager
Technical advocate
Proactive Support – Automated and online programs As Needed As Needed As Needed
Proactive Support – Engineer-led risk assessments, chalk talks, planning, implementation and supportability engagements Optional, extra charge Specific number of days included Specific number of days included
PRS – Reactive support As Needed As Needed As Needed
PRS – Online services Included in fees @6% of cost for O365 and 8% for Azure and Dynamics Included in fees @8% of cost for O365 and 10% for Azure and Dynamics Included in fees @10% of cost for O365 and 12% for Azure and Dynamics
Initial Response Time 1 hour critical; 8 hours standard 1 hour critical; 4 hours standard 30 minutes critical; 4 hours standard
Third-Tier Support N/A (no option) Included (priority routing for critical) Included (priority routing for all incidents)
Minimum Contract Size $25,000 $50,000 $175,000

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