Microsoft Drops SA Support Benefit

As of 1st February 2023 the SA 24x7 Problem Resolution Support benefit is being ... 'retired'

In an update to the changes announced in 2019 Microsoft will no longer offer any support outside of paid support.

Original plans had customers entitled to a 24 hour support response time when their Software Assurance spend was more than $250,000 USD - as of next year though, you'll need a Support Contract.

That means either a Unified Support arrangement across your enterprise, or the uptake of pay-per-incident support (also available as a 5-pack option that expire within a 12 month period), which doesn't seem a particularly attractive proposition to smaller organisations. If you do have a Unified Support Contract you can transfer any current Software Assurance 24x7 Problem Resolution Support incidents before February 1, 2023.

And the costs - well Unified Support is customised based on the actual spend, where pay-per-incident is published at Professional Support For Single Incident – $499 USD for 1 user. Professional Support For Five Pack Annual – $1,999 USD for 1 User.

So you might need to revisit those 2023 forecasts just to make sure you've covered any additional costs you might incur - or maybe challenge Microsoft to their commitment that "Our goal is to ensure every customer gets comparable support services at a comparable price, despite the benefit retirement." !