MICROSOFT UNIFIED SUPPORT VS. PREMIER SUPPORT

Compare Microsoft Unified Support to MS Premier Support features and cost. See if the new Unified model and 30% – 60% price increase is right for you.

Microsoft Premier Support vs MS Unified Support - Compare Costs and Features

MICROSOFT UNIFIED SUPPORT (Three Levels)
ServiceMS PREMIER SUPPORTCoreAdvancedPerformance
PricingPer-hour pricing based on consumption6% 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 ManagementTechnical account manager (team, shared or dedicated)Service delivery teamService delivery managerService delivery manager
Technical advocate
Proactive Support – Automated and online programsSupport assistance hoursUnlimitedUnlimitedUnlimited
Proactive Support – Engineer-led risk assessments, chalk talks, planning, implementation and supportability engagementsCan be obtained using Support Assistance hoursOptional, extra chargeSpecific number of days includedSpecific number of days included
PRS – Reactive supportPRS hoursUnlimitedUnlimitedUnlimited
PRS – Online servicesIncluded without using hoursIncluded 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 catastrophic or critical; otherwise, 2 hours during business hours1 hour critical; 8 hours standard1 hour critical; 4 hours standard30 minutes critical; 4 hours standard
Third-Tier SupportOptional, extra chargeN/A (no option)Included (priority routing for critical)Included (priority routing for all incidents)
Minimum Contract SizeN/A$25,000$50,000$175,000

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