Market Guide for Microsoft Product Support Services

This document is a market guide that evaluates Microsoft product support services, focusing on Unified Support and alternative support solutions. It outlines the challenges organizations face with the high costs associated with Microsoft Unified Support, which has seen significant annual price increases since its introduction. The guide presents key findings indicating that many customers are dissatisfied with the quality and pricing of Microsoft support, prompting interest in third-party support providers. It details a projected increase in the market share of third-party providers from 15% to 25% by 2027, driven by organizations seeking cost-effective alternatives. The document also describes the typical customer profile considering alternatives and the features of third-party support offerings. Additionally, it discusses the implications of transitioning from Microsoft’s Premier Support to Unified Support, including the financial impact and the potential for significant savings through third-party options. The guide aims to assist sourcing and procurement leaders in evaluating their support options effectively.