Microsoft Unified Support SLA

MICROSOFT UNIFIED SUPPORT SERVICE LEVEL AGREEMENT

See the Microsoft Unified Support Service Level Agreement (SLA) to understand what MS Unified Support guarantees for response time, ticket resolution and more.

Microsoft Unified Support SLA

What is a Microsoft Unified Support SLA?

Microsoft Unified Support is designed to match the needs of your enterprise by providing comprehensive support coverage for you entire Microsoft portfolio. As your business transforms to utilize the power of the cloud, so must your systems, your processes, and the skills of your people. To succeed in today’s way of working, you need your technology to evolve with you and you need your support to do the same.

A service level agreement (SLA) defines the level of service you expect from Microsoft, laying out the metrics by which service delivery is measured, as well as remedies or financial penalties should agreed-upon service levels not be achieved. It is a critical component of any Microsoft support contract.

The Microsoft Unified Support SLA should help maximize your enterprise’s uptime by ensuring:

  • faster response times
  • shorter time to resolution

What is a Microsoft Unified Support SLA

Microsoft Unified Support SLA - Initial Response Time

Unified Support SLA – Initial Response Time

Initial Response Time (IRT) is defined as the time elapsed between a customer opening a support ticket and Microsoft responding to the ticket request. Or in more plain English, Microsoft must respond 24×7 to Unified customers within the specified timeframe below.

Unified
Support
Core
Plan
Unified
Support
Advanced
Plan
Unified
Support
Performance
Plan
Unified
Support
Enterprise
Plan
Premier
Support
US Cloud
Plan
8 Hours Standard 4 Hours Standard 4 Hours Standard 4 Hours Standard 15 Minutes Standard
1 Hour Critical 1 Hour Critical 1 Hour Critical 30 Minutes Critical 15 Minutes Critical

Unified Support SLA – Time to Resolution

Time to Resolution is a Microsoft support metric measuring the average amount of time between when a customer support ticket is created and when the ticket is marked as “resolved.” Time To Resolution may also be called Mean Time to Resolution or Time to Resolve and abbreviated as MTTR or TTR.

Unified
Support
Core
Plan
Unified
Support
Advanced
Plan
Unified
Support
Performance
Plan
Unified
Support
Enterprise
Plan
Premier
Support
US Cloud
Plan
3.4 Days Severity C Low 3.2 Days Severity C Low 2.9 Days Severity C Low 2.7 Days Severity C Low 1.9 Days Severity C Low
3.9 Hours Severity 1 Critical 3.9 Hours Severity 1 Critical 3.7 Hours Severity 1 Critical 3.6 Hours Severity 1 Critical 2.4 Hours Severity 1 Critical

Microsoft Unified Support SLA - Time to Resolution

Microsoft Unified Support SLA - Service Credit Penalty

Unified Support SLA – Penalties for Failure

Financially backed service credits are the most common type of penalty for failing to perform against a Service Level Agreement (SLA). In plain English, the Microsoft support SLA violation is compensated in a service credit or extension in service if egregious.

Unified
Support
Core
Plan
Unified
Support
Advanced
Plan
Unified
Support
Performance
Plan
Unified
Support
Enterprise
Plan
Premier
Support
US Cloud
Plan
None ≤ 70%, 0% SLA Credit ≤ 70%, 0% SLA Credit ≤ 80%, 0% SLA Credit ≤ 90%, 4% SLA Credit
None ≤ 50%, 0% SLA Credit ≤ 60%, 0% SLA Credit ≤ 70%, 0% SLA Credit ≤ 80%, 10% SLA Credit

US Cloud Microsoft Enterprise Support

Proven Results Last 12 Months
US Cloud is replacing Microsoft Premier & MS Unified support to drive substantial savings for clients worldwide.
$ 937 M
In Client Savings
$937 Million in US Cloud client savings over 5 years for Microsoft Support Services
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Major Brands Served
73 Fortune 500 and Global 2000 enterprise clients served by US Cloud Premier Support
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