Microsoft Unified Enterprise Support Details

Accelerate the value of your Microsoft technology with personalized support delivered through a mix of reactive, proactive, and in-depth solutions to help drive the outcomes you need most

Technical Support (24/7)

  • Expected response times:

– Critical Sev 1: 15-min for Azure/1-hour for all other products

– 1-hour Sev A/2-hour Sev B/4-hour Sev C

Escalation Management

  • For Critical Business System Down issues, resource assigned after 15- minutes for Azure, or 1-hour for all other products
  • For Critical Business System Degraded issues, resource assigned after 1- hour for all products

IT Health

  • On-demand assessments with as-needed setup and configuration services

Cloud Assistance

  • Billing support provided by the Azure Support team (included in the free support)

Account Management

  • 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

Proactive Services*

  • Expert-led, solution-specific engagements designed to help customers onboard and optimize their key solutions with services for Well-Architected, Server Migration, Security, Microsoft Teams, Power Apps, Analytics, and more

Enhanced Solutions*

  • Relationship-driven, in-depth support experiences, including Azure Event Management, Azure Rapid Response, Designated Support Engineering, Developer Support, Office 365 Engineering Direct, Support for Mission Critical

*Available through Flex Allowance or for purchase as add-ons

Transparent Pricing

Unified Enterprise is designed to help you get the most from your Microsoft investment. By aligning to how you purchase and use technology we can better match your support needs, today and tomorrow.

Pricing Table

Rates are graduated, so if a customer has $6M in annual Azure spend, it would be calculated as 10% of the first $1.8M and 7% of the next $4.2M ($6M-$1.8M).

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Are you looking for support coverage for a single Microsoft products

Azure support  |  Microsoft 365 supportDynamics 365 support