MICROSOFT UNIFIED SUPPORT LEVELS
Compare all three Microsoft Unified support levels. See how the new Core, Advanced and Performance Unified levels stack up.
MICROSOFT UNIFIED SUPPORT (Three Levels)
|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|
|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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