Transitioning to a Unified Support Plan

• Unified Support is the most comprehensive product support plan offered to enterprises.
• Unlike Premier Support, Unified Support offers unlimited break-fix support and determines fees based on a customer’s overall licensing spend.
• For most customers, the switch to Unified Support will increase their overall support costs.

Starting in 2017, Microsoft began to encourage Premier Support customers to migrate to a new offering, Unified Support. The Unified Support program changes the pricing model; instead of buying a bucket of hours, Unified Support is priced as a percentage of a customer’s total Microsoft licensing spend and offers unlimited break-fix support and access to an online portal that could increase the overall value that organizations receive from their services agreement. However, the new plans could dramatically increase support costs, and Microsoft is offering one-way incentives to the new program that could disappear after one or two years.