Unified Enterprise Plan Details

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

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%