Gartner Research

Microsoft's Unified Support Eliminates Counting Hours, but Some Organizations Will Now Pay for What Had Been Free

Published: 17 November 2017

ID: G00344872

Analyst(s): Dolores Ianni , Michael Silver

Summary

Unified Support's unlimited hours could be more expensive, because its cost is based on annual spending with Microsoft, including online services (which had free Problem Resolution Support under Premier Support). I&O leaders negotiating software and cloud services will need to navigate this change.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Organizations paying about 7% of annual SA cost for Premier Support will see a 25% to 30% cost increase for Unified Support; those paying more than 10% of annual SA for Premier Support will see a decrease
  • The 6% to 12% Microsoft is charging for support, combined with 25% to 29% SA maintenance, brings Microsoft well above the 18% to 25% industry average for maintenance and support
  • Basing support charges on annual product and service spending enables Microsoft to charge for support of its online (cloud-based) products, which will increase costs for products such as Office 365

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