Provision of Microsoft Unified Support Services

The University of Leicester has a significant and growing dependency on Microsoft technologies for the delivery of its core digital infrastructure and business-critical services. Since the commencement of the previous Microsoft Unified Support agreement, the University's reliance on the Microsoft ecosystem has expanded substantially.

A Microsoft Unified Support agreement is considered the only viable route to provide comprehensive support across the University's Microsoft estate. As the software vendor and manufacturer, Microsoft is uniquely positioned to deliver end-to-end reactive and proactive support for its full product portfolio. Procuring support through alternative providers would require multiple contracts with different Microsoft partners, increasing complexity, reducing accountability, and creating gaps in service coverage.

Prior to renewal, independent market advice was sought to assess the availability and suitability of third-party support providers. This assessment concluded that while third-party support options exist, no single provider could adequately support the full range of Microsoft products utilised by the University. Furthermore, such providers remain dependent on Microsoft for product escalation and resolution of complex issues. Analysis of support cases and escalations over the previous three years demonstrated that many critical incidents would not have been resolved without direct Microsoft involvement. Engaging a third-party support provider would therefore introduce additional layers of escalation, resulting in slower response times, reduced service quality, and increased operational risk.