Cost Savings | ||||
Response Times | ||||
Resolution Times | ||||
Experience/Service Quality | ||||
Domestic Staff | ||||
Technology & Automation | ||||
Microsoft CoE Campus | ||||
Coverage & Availability | ||||
Security & Regulatory | ||||
Low-Cost Rural Outsourcing | ||||
Support Feature | Onshore Unified | Microsoft Unified Support | US Cloud | Other Third Parties |
|---|---|---|---|---|
Cost Savings | Lowest rates 50-75% less than Microsoft Only pay for what you use low-cost rural outsourcing | Highest rates - 8-12% of MS Spend - All-you-can-eat model | Midlevel Priced Only pay for what you use | Mid-to-High priced pricing models vary |
Response Time | 5 Min SLA Response SLA Live omni-channel Support Real-time response (Immediate) | 60 Min Response SLA - Critical Incidents only | 15 Min Response SLA | NO SLA |
Resolution Time | Fastest Ticket TTR | Midlevel Ticket TTR | Fast Ticket TTR | Slowest Ticket TTR |
Experience & Service Quality | 20-year MS Certified Partner Trusted by Fortune 500 Clients Each "team pod" is assigned a TAM | Varies between internal Microsoft and subcontracted ("v"-badge) offshore support | 7+ years experience providing Microsoft support to the Fortune 500 Microsoft-certified experts. average 14+ years of MS experience. | Varies |
Domestic Staff | 100% US-based engineers Rural Outsourcing advantage; Microsoft CoE in Glennville, GA | Global/Offshore mix often ("v"-badge) contractors | 100% US-based engineers | Mixed Staffing Model |
Technology, Automation, &
AI (Unified Support Platform) | Engineers leverage DUSTy AI Deep Reasoning for Micrsoft ServiceNow automation Proprietary Knowledgebase | Limited automation lacking AI-driven support Human engineers/basic scripts Very basic self-help bots exist | Investing in AI Automatic Ticket Routing 24/7 chatbot answers Analyze past tickets to improve | Limited AI Effectiveness Some larger firms automate routing Smaller firms minimal automation |
Dedicated Microsoft Center of Excellence | Microsoft Center of Excellence CoE campus in Glennville, GA Rural facility devoted to MS 300-seats purpose-built MS tech | Support personnel are distributed across various Microsoft (and partner) offices worldwide. You never know what you're going to get. | US Cloud is itself a dedicated Microsoft support firm. Their urban U.S. location is a multi-tenant office building in a high-income area. | Other third-party providers do not maintain dedicated rural campuses for Microsoft Unified Support. |
Coverage & Availability | 24/7/365 for all incident types Submit tickets via Phone, Chat, Email, and Portal | 24/7365 for critical incidents only Submit tickets via email or portal | 24/7/365 Support for all incidents Submit tickets via email or portal | Business hour support only Submit tickets via Email or Portal |
Security and Regulatory Compliance | High Security Compliance 100% U.S. citizens on U.S. soil ITAR, DoD, FedRAMP, HIPAA Healthcare, Defense, Government | Potential compliance risks Separate high-cost DSE for government Tickets vulnerable to offshore | High Security Compliance US citizens located domestically ITAR/DFARS compliance No Stand-alone facility. (Multi-Tenant) | Varies - If a third-party uses offshore support, it may violate compliance for regulated data. Conversely, some U.S.-based alternatives specialize in secure support. |