How to Purchase Unified Support by Country

Support services are available as a Base Package, with additional services, and enhanced services and solutions available to purchase under an existing Base Package agreement listed in the Enterprise Services Work Order as:

Base Package
A combination of proactive, reactive and delivery management services that support Microsoft products and/or Online Services in use within your organization. Part of your Base Package includes a Flex Allowance* to use to add proactive services (marked with “+”), enhanced services and solutions services and/or Custom Proactive services to your Base Package.

Enhanced Services and Solutions
Support services, which cover a specific Microsoft product or customer IT system, are available to add to your support Base Package during the term of your Work Order and are also represented with a “+” throughout this section.

Flex Allowance
Flex Allowance is a flexible portion of your base package list price that may be applied towards the purchase of Proactive services, enhanced services and solutions, Proactive credits or Custom Proactive Services at the time of the services purchase. Your Microsoft representative will provide the portion of your Base Package list price available for use as Flex Allowance.

• Up to 20% of your Flex Allowance may be applied to the purchase of Proactive Credits or Custom Proactive services.

• Flex Allowance may not be used for Service Delivery Management services, as defined herein.

• Any enhanced services and solutions purchased with Flex Allowance are forfeited if not utilized during the Term of the applicable Work Order.

• All available Flex Allowance must be allocated by time of contract execution or it will be forfeited.