Did you recognize any value switching to the new Microsoft Unified Support model?! Was the cost increase worth it?!

Applications & Platforms Financial Management Vendor Management

Yes, totally worth it38%

No, bring back the Premier Support38%

Some value but not worth the price23%

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CTO for Digital & IT in Healthcare and Biotech8 months ago

It took us a long time to get our heads around Unified Support and accept the inevitable, i.e. that it would cost way more than we were paying for the very targetted use of Premier that we previously had. On the other hand, the move finally allowed us to ensure that our most critical MS use-cases, PowerBI and Dynamics 365, finally had an appropriate level of support, as Microsoft never really addressed the support topic head-on during the projects that implemented those technologies.
Overall I think the model mostly makes sense, especially now that they have descoped the perpetual licenses after one year if you don't have SA.
It is pricey, though, especially for Azure, and you end up paying for support for products where you really don't need much if any (Office, Windows...). I continue to have some concerns regarding the overall quality of support, which lags behind e.g. AWS Enteprise Support, and would like to have the ability to better "tier" support services, especially for critical apps such as Dynamics 365.
Finally, I think the terms around the scope of US are not clear enough: can you exclude some entities or some contracts from your US scope ? The messaging around US says no, the T&Cs don't really say anything, and ultimately it seems there is some wiggle room.