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 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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