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 Levels

MICROSOFT UNIFIED SUPPORT (Three Levels)

Service LevelCoreAdvancedPerformance
Pricing6% of Office 365 and client software annual costs and 8% of other software and online services annual cost8% of Office 365 and client software annual costs and 10% of other software and online services annual cost10% of Office 365 and client software annual costs, and 12% of other software and online services annual cost
Account ManagementService delivery teamService delivery managerService delivery manager
Technical advocate
Proactive Support – Automated and online programsAs NeededAs NeededAs Needed
Proactive Support – Engineer-led risk assessments, chalk talks, planning, implementation and supportability engagementsOptional, extra chargeSpecific number of days includedSpecific number of days included
PRS – Reactive supportAs NeededAs NeededAs Needed
PRS – Online servicesIncluded in fees @6% of cost for O365 and 8% for Azure and DynamicsIncluded in fees @8% of cost for O365 and 10% for Azure and DynamicsIncluded in fees @10% of cost for O365 and 12% for Azure and Dynamics
Initial Response Time1 hour critical; 8 hours standard1 hour critical; 4 hours standard30 minutes critical; 4 hours standard
Third-Tier SupportN/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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