What is Microsoft Unified Support?
- A single, scalable support service for all Microsoft products.
- Offers unlimited incident support for troubleshooting needs.
- Includes proactive services like health checks and workshops.
- Provides access to Microsoft experts and Technical Account Managers.
- Covers Azure, Microsoft 365, Dynamics 365, and on-premises systems.
What is Microsoft Unified Support?
Microsoft Unified Support is a comprehensive, scalable support offering designed to help organizations maximize the value of their Microsoft technology investments.
Unified Support replaces the legacy Premier Support model and simplifies access to technical assistance, proactive services, and advisory resources under a unified structure.
It ensures businesses can efficiently manage their IT environments while receiving tailored assistance for Microsoft products and services. Unified Support provides extensive coverage for cloud, hybrid, and on-premises solutions, making it a valuable service for organizations of all sizes.
Overview of Microsoft Unified Support
Microsoft Unified Support provides businesses with a single, holistic support solution for the entire Microsoft ecosystem.
This includes cloud services like Azure and Microsoft 365 and on-premises solutions such as Windows Server, SQL Server, and SharePoint. Unified Support covers various technical, advisory, and proactive services, ensuring organizations get the right assistance at every stage of their technology lifecycle.
Key Highlights:
- Unlimited incident support for troubleshooting issues, reducing response times.
- Proactive services include health checks, system reviews, optimization sessions, and best practice guidance.
- Access to Microsoft experts, including dedicated Technical Account Managers (TAMs) and engineers.
- Comprehensive coverage for cloud-based solutions, hybrid environments, and on-premises systems.
- Training resources and knowledge tools to upskill IT teams and optimize Microsoft deployments.
Unified Support creates a structured framework that combines reactive and proactive support. It addresses day-to-day operational needs and long-term strategic goals.
Core Features of Microsoft Unified Support
1. Unlimited Incident Support
Microsoft Unified Support eliminates the case-based limits of traditional support models. Businesses can submit unlimited support incidents, ensuring IT teams can resolve technical challenges quickly and efficiently without incurring additional costs. This particularly benefits organizations with large-scale or mission-critical systems that demand consistent attention.
2. Proactive Services
Proactive services play a crucial role in preventing disruptions and maintaining system health. These services include:
- Health Checks: Comprehensive reviews of IT environments to identify vulnerabilities, inefficiencies, or risks.
- Optimization Sessions: Expert-led sessions to fine-tune Microsoft technologies, ensuring peak performance.
- Best Practices Workshops: Tailored workshops focusing on effectively adopting and optimizing Microsoft tools and services.
- Risk Assessments: Proactively identifying and mitigating potential system failures and performance bottlenecks.
3. Strategic Advisory Services
Organizations receive access to dedicated Technical Account Managers (TAMs) and Microsoft engineers who provide personalized strategic guidance. TAMs act as trusted advisors, helping businesses align their technology roadmaps with long-term objectives, prioritize critical initiatives, and extract maximum value from Microsoft solutions.
4. Centralized Support for All Products
Unified Support offers centralized, single-source assistance for the entire Microsoft suite, including:
- Cloud Solutions: Azure, Microsoft 365 (Teams, SharePoint, Outlook), and Dynamics 365.
- On-Premises Solutions: Windows Server, SQL Server, Exchange, and more.
- Hybrid Environments: Support for organizations leveraging both cloud and on-premises infrastructure.
This centralized model simplifies support management, providing a seamless experience for IT teams managing complex environments.
5. Technical Training and Knowledge Resources
To empower IT teams, Unified Support includes access to various training resources:
- On-Demand Training: Pre-recorded webinars, tutorials, and how-to guides for self-paced learning.
- Interactive Webinars: Live, expert-led webinars covering new Microsoft features and updates.
- Technical Documentation: A comprehensive library of articles, best practices, and step-by-step guides.
- Workshops and Labs: Hands-on workshops that focus on implementing Microsoft technologies effectively.
These resources allow organizations to upskill their teams, optimize operations, and stay ahead of evolving technology trends.
How Microsoft Unified Support Works
Microsoft Unified Support operates on a spend-based pricing model, where costs are determined as a percentage of an organization’s annual Microsoft investment.
It replaces the outdated case-based billing model, offering unlimited access to support services. This model provides businesses with predictable, scalable costs based on their software, cloud, and licensing spend.
Key Components of Unified Support:
- Incident Management: Businesses can submit unlimited support tickets for technical issues, ensuring quick and reliable troubleshooting.
- Proactive Engagement: Health checks, risk assessments, and workshops are included to maintain peak system performance and prevent disruptions.
- Advisory Support: TAMs and Microsoft engineers offer personalized guidance to align technology strategies with organizational goals.
- Service Delivery Management: Unified Support streamlines communication and ensures efficient handling of all support requests, minimizing delays and confusion.
Understand the costs of Microsoft Unified Support.
Benefits of Microsoft Unified Support
1. Simplified Support Structure
Unified Support consolidates all Microsoft services and solutions under one agreement, eliminating the need for separate support contracts. This simplifies billing, administration, and service management.
2. Predictable Costs
The spend-based pricing model ensures organizations can anticipate support expenses based on their annual Microsoft investment, avoiding unexpected costs for additional support incidents.
3. Faster Issue Resolution
Businesses benefit from priority access to Microsoft experts, faster response times, and streamlined escalation paths, ensuring critical issues are resolved quickly to minimize downtime.
4. Proactive Risk Management
Proactive services, such as health checks, risk assessments, and optimization sessions, help organizations identify and address potential issues before they impact operations.
5. Improved IT Performance
Access to technical resources, training materials, and expert guidance enables IT teams to improve performance, optimize workflows, and fully leverage Microsoft tools.
6. Tailored Support Options
With three tiers—Core, Advanced, and Performance—organizations can select a support level that aligns with their size, complexity, and operational requirements:
- Core: Foundational support for basic needs.
- Advanced: Enhanced support with faster response and proactive services.
- Performance: Comprehensive, high-touch support for enterprise-level demands.
7. Strategic IT Alignment
Technical Account Managers provide personalized strategic guidance to align IT initiatives with business goals, driving value and long-term growth.
Who Needs Microsoft Unified Support?
Microsoft Unified Support is essential for organizations looking to optimize their Microsoft environments while ensuring reliable technical assistance. Its comprehensive features benefit industries such as healthcare, finance, manufacturing, retail, and education.
Common use cases include:
- Large Enterprises: Organizations managing mission-critical systems across global IT environments.
- Cloud-Focused Businesses: Companies leveraging Azure and Microsoft 365 for core operations.
- Growing Organizations: Businesses scaling their IT infrastructure and needing reliable, scalable support.
- Regulated Industries: Organizations in sectors requiring compliance and proactive risk management.
Read our article’s Top 10 Tips for How to Negotiate Microsoft Unified Support Contracts.
Microsoft Unified Support vs. Premier Support
Microsoft Unified Support replaced the Premier Support model to deliver more comprehensive coverage. Here’s a comparison:
| Feature | Premier Support | Unified Support |
|---|---|---|
| Pricing Model | Case-based, pay per incident | Spend-based, percentage of total |
| Incident Support | Limited cases per contract | Unlimited incidents |
| Proactive Services | Limited availability | Included across tiers |
| Response Times | Standard | Faster response times |
| Strategic Advisory | Limited access | Dedicated Technical Account Managers |
Unified Support offers businesses more value by eliminating case limits, providing unlimited incidents, and offering proactive services in all tiers.
FAQ: What is Microsoft Unified Support?
What is Microsoft Unified Support?
Microsoft Unified Support is a comprehensive service that offers unlimited support, proactive resources, and expert guidance for Microsoft technologies.
What does Microsoft Unified Support include?
It includes unlimited incident support, proactive services like health checks, and dedicated strategic guidance from Technical Account Managers.
What products does Microsoft Unified Support cover?
Unified Support covers Azure, Microsoft 365, Dynamics 365, Windows Server, SQL Server, SharePoint, and other Microsoft solutions.
How does Microsoft Unified Support differ from Premier Support?
Unlike Premier Support, Unified Support offers unlimited incidents and proactive services under a spend-based pricing model.
What are the benefits of unlimited incident support?
IT teams can resolve issues without worrying about case limits or extra costs, ensuring consistent support.
What are proactive services in Unified Support?
Proactive services include health checks, optimization sessions, workshops, and risk assessments to prevent potential issues.
What is the role of a Technical Account Manager (TAM)?
A TAM provides personalized strategic guidance, helping organizations align Microsoft solutions with business goals.
Who can use Microsoft Unified Support?
Businesses of all sizes, from growing companies to global enterprises, can benefit from Unified Support.
How is Microsoft Unified Support priced?
Pricing is based on a percentage of the organization’s annual Microsoft spend, making it predictable for budgeting.
What are the support tiers in Unified Support?
There are three tiers: Core, Advanced, and Performance, each offering different response times and service levels.
Can Unified Support help with Azure-specific issues?
Unified Support includes technical assistance and proactive optimization for Azure workloads and services.
What kind of training resources are available in Unified Support?
Organizations get access to on-demand training, webinars, workshops, and technical documentation.
Does Microsoft Unified Support include hybrid environments?
Unified Support covers both on-premises and cloud environments, ensuring end-to-end coverage.
Is Microsoft Unified Support suitable for regulated industries?
It offers tailored guidance and proactive risk management for industries like healthcare and finance.
How can I optimize the value of Microsoft Unified Support?
Use proactive services like health checks, regularly engage with your TAM, and leverage IT team training resources.
