Microsoft Support Procurement Evaluation Guide

This guide serves as a framework for evaluating Microsoft support providers, aimed at procurement and technology leaders. It emphasizes the importance of treating Microsoft support as a distinct sourcing decision rather than a mere extension of existing licensing or Azure agreements. The document outlines core evaluation principles, including the need to assess technical capabilities, contract rights, and security measures early in the procurement process. It details a five-step evaluation process that includes assessing fit, issuing requests for proposals (RFPs), analyzing risks, checking references, and running proof of concepts (POCs). The guide also discusses the support landscape, highlighting that no single support model is suitable for every enterprise. It encourages organizations to compare outcomes, ownership, escalation mechanics, and total costs to make informed decisions. Furthermore, it addresses the significance of understanding the current state of support and the implications of transitioning to new models.