Microsoft have announced that 24×7 Problem Resolution Support is being retired as of February 1, 2023.
Historically, access to 24×7 support has been determined based on how much organisations spend on certain products. As part of the SA changes introduced in 2019/20, there was a plan to change this to being simply as-needed 24×7 support for organisations with a spend of $250,000+.
Now however, Microsoft have decided to ditch it completely in favour of Unified Support. Current support incidents can either be used or transferred to a Microsoft Support contract before Feb 23. Any unused/non-transferred incidents will be lost.
Microsoft say their goal is to give every customer “comparable support…at a comparable price” but, given the large price increases most people saw when Unified Support was introduced, I can sense a large amount of scepticism about this! Those of you with existing Premier/Unified Support contracts will start to hear from Microsoft in August 2022.
If you don’t have a Support contract from Feb 23, you can buy support on a per-incident basis from Microsoft.
Microsoft announcement is here.