MICROSOFT UNIFIED SUPPORT LEVELS

Microsoft Unified support levels for every size business. Use the MS Unified support levels matrix to see which level best fits your organization and budget.

Microsoft Unified Support Levels

How to Choose the Right Microsoft Unified Support Level

There are 3 variables that control which Microsoft Unified Support level is right for your organization.
They are budget, account management and response time.

BUDGET
If you have a budget of at least $25,000 per year, you can start at base level of Microsoft Unified Support which is the Core level.  At the Core level, your account management and response times will be minimal.  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.  And finally, if you have at least $175,000 per year in budget, the Performance level is available to you.  At Performance level, you are paying an enterprise premium but receiving the best account management and response times available in Unified.

ACCOUNT MANAGEMENT
Account management experiences in MS Unified Support vary greatly depending on your level.  At the Core level you can expect everyone you interact with to be a pooled resource.  The Core includes a service delivery team with no manager.  Moving up to the Advanced and Performance levels will yield Customer Service Account Managers (CSAM) and Technology Advocates who are more familiar with your enterprise and the Microsoft solutions you are using.  You will also receive a service delivery team manager. Designated Support Engineers (DSE) are available for longer term project staff augmentation or advisory services.

RESPONSE TIME
Response time goals (no financially backed SLAs for any Unified level) start at 1 hour for critical incident and no priority routing with the Core level and drops to 30 minutes for critical incidents with priority routing at the best level, Performance.  Azure Rapid Response drops the response time goal further, to 15 minutes for an additional fee.

Additional Options

Additional options are available at additional fees to the Advanced and Performance levels and include 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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