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Unified Cloud Management Competitive Analysis

How we stack against the competition

 Unified Cloud ManagementCompetitorsMicrosoft
Full service migration, including hybrid and identity setupAdditional cost and/or cutover onlyFastTrack
Administration of Office 365 tenant for customerAvailable for someX
24x7 support for Office 365-related issues with escalation management
Service health monitoring and SLA scorecardXX
Office 365 adoption monitoring, development planning and trainingAvailable for some
Dedicated Service Manager for single point of contactAvailable for someAvailable with Premier Contract
Migration satisfaction guaranteeXX
Office 365 use cases and learning portalX

Office 365 Support

 Unified Cloud ManagementMicrosoft Standard Support
ScopeReactive, Proactive and unlimited support for all Office 365 issues, including non-Microsoft service-related issuesBreak fix, reactive support only, with no problem management
Consumption methodUnlimited incidentUnlimited incident
Escalation ProcessX
Service Level Objectives achieved for all ticketsX
Premier Support Ticketing AvailableX
Service levelDefined by the customerDefined by Microsoft
Availability24x7 for all incidents24x7 for Critical A only
Response time30 minutes for all incidents1 hour for Critical A; Up to 72 hours for non-critical

Service Health Dashboards for Office 365

 Unified Cloud ManagementMicrosoft
Office 365 service monitoringX
Distributed health probes to identify network issuesX
Real-time Office 365 search monitoringIf outage confirmed, no specific details to customer tenant
Real-time Office 365 email transport monitoringIf outage confirmed, no specific details to customer tenant
Notification of incidentText/emailWeb portal
Duration of outage before notification1 minute~1 hour minimum
Current SLA percentageX
Historical SLA percentageX
Interactive PowerBI dashboardX
Graphic reportsX
Ticket creation for outages SLA creditsCOMPAREX opens a ticket on behalf of the customerCustomer must open a ticket to request credit

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