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%.
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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 |