Introduction: Microsoft Premier Support is a significant aspect of the tech giant’s service offerings.
This article aims to demystify the concept of Premier Support, making it easy to understand for anyone, even if you’re just starting to explore the world of tech.
What is Microsoft Unified Support?
Microsoft Unified Support is a comprehensive set of proactive and reactive support services. The cost of these services is based on your overall licensing and cloud spending with Microsoft, including Enterprise Agreement, CSP licenses, and Azure usage.
What does Unified Support Include?
Unified Support comprises two main categories: Foundational Services and Tailored Solutions.
Foundational Services
- Technical Support (24/7): This includes expected response times based on the severity of the issue.
- Escalation Management: Resources are assigned for critical business system issues within specific time frames.
- Third-Party Support: This includes support for interoperability, configuration guidance, and troubleshooting.
- Case Management/Tooling: This includes a Services Hub portal for one-stop support management, recommendations, Microsoft Services catalog, and product updates.
- IT Health: On-demand assessments with as-needed setup and configuration services.
- Cloud Assistance: Billing support is provided by the Azure Support team.
- Account Management: An assigned Customer Success Account Manager.
- Advisory Support: Advisory Phone Support (limited to six hours or less per incident).
- Technical Training: On-demand videos, hands-on labs, learning paths, and expert-led webcasts.
Tailored Solutions
- Proactive Services: Expert-led, solution-specific engagements designed to help customers onboard and optimize their critical solutions.
- Enhanced Solutions: Relationship-driven, in-depth support experiences.
Microsoft also offers optional Unified Support add-ons, and customized, proactive plans for digital transformation challenges utilizing the services of Designated Support Engineers (DSE).
Microsoft Premier Support vs Unified Support
Microsoft Premier Support and Unified Support differ in various aspects, including pricing, account management, proactive support, reactive support, initial response time, third-tier support, and minimum contract size.
Is Microsoft Unified Support Worth It?
While the shift from Premier Support to Unified Support’s unlimited support hours can be valuable for some organizations, others are concerned about the substantial price increases and shifting service quality. Understanding Unified Support’s intricacies is essential to protect your organization’s service uptime and manage IT budgets effectively.
FAQs
- What is Microsoft Unified Support? Microsoft Unified Support is a set of proactive and reactive support services. The cost of these services is based on your overall licensing and cloud spending with Microsoft.
- What is included in Microsoft Unified Support? Unified Support includes Foundational Services and Tailored Solutions, which cover a wide range of support services, from technical support and escalation management to advisory support and technical training.
- How is the cost of Unified Support calculated? The cost of Unified Support is determined based on your total licensing and cloud payments to Microsoft.
- What is the difference between Microsoft Premier Support and Unified Support? Microsoft Premier Support and Unified Support differ in various aspects, including pricing, account management, proactive support, reactive support, initial response time, third-tier support, and minimum contract size.
- Is Microsoft Unified Support worth the cost? The value of Unified Support can vary depending on the organization. While some find the shift from Premier Support to Unified Support’s unlimited support hours valuable, others are concerned about the substantial price increases and shifting service quality.
This article aims to provide a simplified understanding of Microsoft Premier Support. However, if you’re still confused, it’s advisable to consult with a Microsoft support expert for personalized advice.
Understanding the Cost of Unified Support
The cost of Unified Support is not consistent. It’s determined by your total licensing and cloud payments to Microsoft, including your Enterprise Agreement, CSP licenses, and Azure usage. The support cost is based on a percentage of your historical annual product spend, using graduated pricing rates. If your IT spending grows year over year, your Unified Support bill will also increase.
Negotiating a Unified Support Contract
Negotiating a Unified Support contract can be complex due to the many dependencies and moving parts. Understanding the details of the Unified Support pricing formula is crucial to protect your organization’s service uptime and managing IT budgets effectively.
Market Alternatives to Microsoft Unified Support
IT service providers and Microsoft partners offer alternative packages to Microsoft Unified Support. These alternatives often provide extra perks in addition to a more transparent pricing model. It is recommended to consider such alternatives and use them as leverage during negotiations with Microsoft.
Conclusion
Understanding Microsoft Premier Support and Unified Support is essential for any organization using Microsoft’s services. While the shift to Unified Support can bring benefits, it’s crucial to be aware of the potential cost increases and changes in service quality. Consider your organization’s specific needs and budget when choosing a support plan.
Remember, if you’re still unsure, don’t hesitate to consult with a Microsoft support expert. They can provide personalized advice and help you navigate the complexities of Microsoft’s support offerings.
