Microsoft has made a transformational change to its Premier Support model, which is currently a 3.3 billion dollar revenue source for them. Premier Support historically has been based on a dollar rate per hour of support model and now will be based upon percentage of contract spend, called Unified Support. There will now be three tiers of support called Core, Advanced, and Performance respectively. Oracle, IBM, and SAP have been using this model for a number of years whereby maintenance costs of an agreement are based on a percentage of the overall contract spend. This will have a profound impact across every type of organization regardless of industry.
The new Microsoft Unified Support model is still in beta phase, aiming for a global rollout by the end of Microsoft’s fiscal year 2019. Its aim is moving towards providing support for organizations adding cloud products to their Microsoft volume licensing agreements but maintains support for historical on-premises and legacy products. Prices could rise for current customers by up to 30%.
Examine current usage patterns of Premier Support services closely and determine which aspects in particular are most important to the organization. Hours often go unused within organizations, or the contract has been renewed as is, because that is how it has been for the past number of years. Re-examine what services are still needed, and potentially renew your current Premier Support agreement for one last term, if possible, to maintain the similar flexibility and cost levels. Finally, begin examining third-party support providers for Microsoft Premier services.
Examine your strategy around Microsoft Premier/Unified Support services, as many organizations will be caught by surprise with the changes that will be coming, potentially increasing spend by 30%.
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The article addresses and explains the benefits outlined by Protocol 11 network upgrade.