Understanding the difference between Unified and Premier support

Microsoft Premier Support vs. Unified Support

We help customers make the right choice when selecting support models. Compare Microsoft Premier Support and Microsoft Unified Support. See the features, benefits, and costs – while learning how we can save you up to 50%. 

switch from unified support

Premier support vs. Unified support

More than just a support plan - complete, end-to-end managed support across the full Microsoft platform

We offer a complete Microsoft Support package for your company. Our team helps you navigate the waters of vendors and support teams by showing you how to get the support you need. We have offices based in the United States, Europe and Asia we are always available to provide 24/7 support. Get a 10X faster response times vs Microsoft.

ms Premier support vs ms Unified Support

Service MS Premier Support Unified - Core Unified - Advanced Unified - Performance
Pricing
Per-hour pricing based on consumption
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
Technical account manager (team, shared or dedicated)
Service delivery team
Service delivery manager
Service delivery manager Technical advocate
Proactive Support

Automated and online programs
Support assistance hours
Unlimited
Unlimited
Unlimited
Proactive Support

Engineer-led risk assessments, chalk talks, planning, implementation and supportability engagements
Can be obtained using Support Assistance hours
Optional, extra charge
Specific number of days included
Specific number of days included
PRS - Reactive Support
PRS Hours
Unlimited
Unlimited
Unlimited
PRS – Online services
Included without using hours
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 catastrophic or critical; otherwise, 2 hours during business hours
1 hour critical; 8 hours standard
1 hour critical; 4 hours standard
30 minutes critical; 4 hours standard (15 Minute Optional)
Third-Tier Support
Optional, extra charge
N/A (no option)
Included (priority routing for critical)
Included (priority routing for all incidents)
Minimum Contract Size
N/A
$25,000
$50,000
$175,000

Mobile Users:
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