As Microsoft licensing and support models evolve, businesses are increasingly reevaluating their options. For many, the traditional Enterprise Agreement (EA) and Unified Support models no longer offer the flexibility, responsiveness, cost-efficiency or will soon be discontinued. Enter TrustedTech’s Certified Support Services (CSS) under the Cloud Solution Provider – PSfP (CSP) program, a modern, agile alternative reshaping how organizations approach Microsoft support.
The Problem with Microsoft Unified and EA Agreements
Microsoft’s Unified Support, which replaced Premier Support, promises “unlimited” support, but often delivers long wait times, offshore resolution teams, and high costs tied to overall Microsoft spend. EA agreements, meanwhile, lock organizations into multi-year contracts with rigid licensing structures and minimum seat requirements (typically 500+ users). These models are built for large enterprises with predictable needs, not SMBs or agile teams requiring tailored support.
Key drawbacks of Unified Support include:
- Locked-in pricing: Unified ties support costs to a percentage of total Microsoft spend, regardless of actual usage.
- Limited flexibility: EA agreements restrict license adjustments and require upfront commitments.
- Outsourced support: Unified often routes tickets to third-party vendors, delaying resolution.
- No formal SLAs: Unified offers “target” response times, but service levels are not guaranteed.
Cost Savings: Real Numbers, Real Impact
One of the most compelling reasons to choose TrustedTech’s Certified Support Services Program over Microsoft Unified Support is the dramatic reduction in support costs, without sacrificing quality or responsiveness.
Lower Entry Point
- Microsoft Unified Support starts at $50,000/year, calculated as a percentage of your total Microsoft spend, regardless of how much support you use.
- TrustedTech’s Certified Support Services (CSS) offers tiered packages starting at $0 (included with CSP licensing), with paid tiers scaling based on actual usage and business needs.
50%+ Cost Reduction
- Organizations switching to TrustedTech’s CSP support often have seen support costs cut by 50% or more compared to Unified Support or other third-party providers.
- For example, while MSPs and other CSPs charge $250/hour or $4/user/month, TrustedTech’s model bundles proactive and reactive support into a consumption-aligned package that scales with your needs.
No Hidden Fees or Minimums
- Unlike EA agreements that require 500+ seats and multi-year commitments, TrustedTech’s CSP model has no minimum seat requirement, no upfront licensing lock-ins, and no hidden escalation fees.
Faster ROI
- TrustedTech’s average first response time is under 10 minutes, and 85% of tickets are resolved in-house, reducing downtime and accelerating issue resolution.
- Compared to Microsoft PSFP’s average resolution time of 912 hours, TrustedTech’s 88-hour resolution average translates into significant productivity gains.
Flexible Financing
- TrustedTech offers monthly, annual, and multi-year billing options, allowing organizations to align support costs with budget cycles and operational needs.
Why TrustedTech’s CSP Support Is Different
We offer a Microsoft-certified CSP program that combines licensing with high-touch, expert-led support. Unlike traditional models, our CSS offering is built for speed, customization, and direct escalation pathways to Microsoft engineers.
Agile Licensing and Billing - TrustedTech’s CSP model supports monthly, annual, or multi-year billing terms with no minimum seat requirements. This pay-as-you-go flexibility enables businesses to scale licenses based on actual usage, rather than projections.
Certified, Onshore Support -Our support team is 100% onshore and local to your region, holding all six Solutions Partner Designations and associated certifications. This ensures deep product knowledge and fast, accurate resolutions; 85% of tickets are resolved in-house.
Real SLAs and Fast Response Times - We boast an average first response time under 10 minutes, with formal SLAs that outperform Microsoft’s “target” windows.
Direct Escalation Rights - As a Managed Microsoft Partner, we have direct escalation rights to Microsoft product engineering teams. This bypasses the red tape and delays common in Unified Support.
Tailored Support Packages - We offer tiered support aligned to specific business scenarios, whether it’s migration, optimization, or security assessments. This contrasts with EA’s bundled, one-size-fits-all approach.
Strategic Enablement - Beyond break/fix support, we provide proactive services, roadmap alignment, and enablement workshops. Customers gain not just resolution, but transformation. We take you to where you want to be.
Real-World Impact - In comparative analyses, organizations switching from Unified to TrustedTech’s CSP support reported:
- Cost savings of up to 50% on support and licensing.
- Resolution times are 10x faster than Microsoft PSFP escalations.
- Improved satisfaction scores, with TrustedTech maintaining a 99% CSAT rating.
Conclusion: Depth Over Breadth
Microsoft’s EA and Unified models may suit large enterprises with static environments, but for businesses seeking agility, expertise, and accountability, TrustedTech’s CSP program is the clear winner. It’s not just support, its partnership, transformation, and empowerment.
Unlocking Value in Microsoft Support: How to Reduce Costs and Improve Resolution.
- How are Microsoft’s escalation pathways are changing (and what does that mean for you).
- Why your partner’s ability to resolve issues internally has never been more critical.
- How to optimize support tiers to reduce costs without sacrificing resolution speed.
FAQs: CSP vs. Microsoft Unified Support
Q. What’s the difference between Microsoft Unified Support and TrustedTech’s CSP program?
A. Microsoft Unified Support charges a percentage of your total Microsoft spend and often uses offshore support, while TrustedTech’s CSP Certified Support Services offers tiered, usage-based support with local certified experts and faster SLAs.
Q. Why is Microsoft Unified Support so expensive?
A. Unified Support starts at $50,000/year regardless of usage because pricing is tied to your overall Microsoft spend, making it costly for many organizations.
Q. How much can I save by switching to TrustedTech CSP support?
A. Organizations typically save 50% or more on Microsoft support costs by switching to TrustedTech CSP compared to Unified Support or third-party providers.
Q. Do I need a minimum number of seats with TrustedTech CSP?
A. No minimum seats are required. Unlike EA agreements that require 500+ users, TrustedTech CSP allows flexible support for any organization size.
Q. How fast is TrustedTech compared to Microsoft Unified Support?
A. Microsoft's average resolution time is 912 hours, while TrustedTech resolves most tickets in 88 hours with first responses under 10 minutes.
Q. Who handles my support tickets at TrustedTech?
A. TrustedTech provides 100% onshore, certified support agents, resolving 85% of tickets in-house without third-party routing.
Q. Does TrustedTech provide formal SLAs?
A. Yes. TrustedTech offers formal Service Level Agreements, ensuring guaranteed response times, unlike Microsoft’s informal targets.
Q. Can TrustedTech escalate tickets directly to Microsoft engineers?
A. Yes. As a Managed Microsoft Partner, TrustedTech has direct escalation rights to Microsoft engineers, avoiding delays from third-party routing.
Q. What sets TrustedTech apart from other support options?
A. TrustedTech offers tailored support packages, proactive enablement such as roadmap planning and workshops, and flexible billing options: monthly, annual, or multi-year.
Q. What results have customers achieved with TrustedTech CSP support?
A. Customers see up to 50% cost savings, 10x faster resolution times, and a 99% customer satisfaction rating.
