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URL: https://www.microsoft.com/en-us/microsoft-unified/plan-details

⇱ Support Plan Details

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Unified Enterprise Plan Details

Unified Enterprise plan details

Personalize your experience through a mix of foundational and specialized services.

Success Management Services
  • Provided digitally and/or by Customer Success Account Managers

IT Health
  • As-needed on-demand assessments with as-needed setup and configuration services

Technical (As-needed)
Expected response times: 

– Critical Sev 1: 15-min for Azure1/1-hour for all other products (24x7)

– 1 Sev A: 1 hr. (24x7) / Sev B: 2 hrs. (24x7 available upon request2) / Sev C: 4 hrs. (business hours only3)

Case Management/Tooling
  • Services Hub portal for one-stop support management, recommendations, Microsoft Services catalog, and product updates

Third Party
  • Select third-party support with interoperability and configuration guidance and troubleshooting

Mission Critical Services
  • Assigned technical team, equipped with advanced capabilities for your high priority events, products, and workloads
  • Available through Flex Allowance or for purchase as add-ons

Advisory
  • As-needed 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

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

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

Value Acceleration Services
  • Expert-led engagements uniquely designed from Microsoft Intellectual Property to accelerate your cloud solution success
  • Available through Flex Allowance or for purchase as add-ons

Read the full services description at https://aka.ms/UnifiedServicesDescription

1 Does not apply to cases for Azure StorSimple, GitHub AE, Azure Communication Services or Billing & Subscription Management.

2 If you chose 24x7 when you submit the support request, you commit to a continuous, 24x7 operation, every day with the Microsoft team until resolution. Otherwise, Microsoft may at its discretion provide service during business hours only.

3Business hours are generally defined as 09:00 to 17:30 Local Standard Time, excluding holidays and weekends. Business hours may differ slightly in your country.

Unified Enterprise pricing details

How is pricing calculated?

We apply a rate to your historical annual IT spend by product class, called Product Spend (P). Your “P” is comprised of:

  • Previous 12-months of cloud services (Microsoft 365, Dynamics 365) purchases
  • Previous 12-months of Azure consumption (after discounts and before credits are applied)*
  • Previous 12-months of license-only purchases
  • Previous 12-months of Software Assurance, License + Software Assurance purchases

* Excludes marketplace purchases.

Any product that was purchased and prepaid for (prior to the previous 12 months), with active coverage shall be prorated and included in the product spend (P).

Infrastructure Infrastructure User
Annual spend
Azure
On-Prem Server
Annual spend
Modern Work, Biz Apps, On-Prem User
$0 to $1.8M
10%
10%
$0 to $1.5M
7.5%
$1.8M to $6M
7%
7%
$1.5M to $3M
6.5%
$6M to $12M
5%
5%
$3M to $6M
5.5%
$12M to $30M
3%
3%
$6M to $15M
4.5%
$30M to $60M
2.25%
2.25%
>$15M
3.5%
$60M to $120M
2%
2%
>$120M
1.75%
1.75%

All spend amounts are shown in USD. The minimum contract price is $50,000. 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 ($1.8M-6M).

*Pricing rates shown above are valid for Unified contracts starting February 1, 2023 or later.

Transparent and predictable 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 needs, today and tomorrow.

Comprehensive coverage

Get coverage for your entire organization so you can work more holistically with Microsoft.

Industry-aligned pricing

Rates start at 8-10%, which is well within the range of typical software and cloud vendors.

Predictable rates that scale

Pay a lower rate for your growing needs as your cloud investment grows with graduated pricing.

Fixed price for the year

No additional charges for license and cloud purchases made during the term of your contract for annual agreements.

Support coverage for a single Microsoft product