US-Based. Enterprise-Grade. Not Enterprise-Priced.

Onshore Unified Support is a managed Microsoft support service delivered exclusively by US-based engineers, designed to replace or exceed Microsoft's own Unified Support program at significantly lower cost. We cover Azure, Microsoft 365, Power Platform, Dynamics 365 Sales, Windows Server, Exchange, Intune, and hybrid identity environments. Unlike Microsoft's percentage-of-spend model, our annual hour-based packages give you predictable cost and flexibility across reactive, proactive, and advisory support, with no minimum spend requirement.

Onshore Unified Support is priced as an annual package of hours at a fixed rate, not as a percentage of your Microsoft licensing spend like Microsoft's model. You choose a tier based on your expected support volume, and those hours can be applied to any combination of reactive, proactive, or advisory support throughout the year. No pre-allocation required, no per-incident fees, no surprise charges. Tiers are structured so that higher annual commitments carry a lower effective rate: the more you need, the better the value. And with our Smart-Flex rollover policy, 50% of unused hours carry forward to the following contract year. You're never penalized for a quiet quarter. Contact us for a pricing proposal tailored to your environment and support needs.

Onshore's engineers are employed full-time and work from rural US delivery centers. The lower cost of living in these areas allows us to offer competitive salaries while keeping our overhead and your bill rate well below what Microsoft or urban-based alternatives charge. You get US-based, credentialed Microsoft expertise at a cost that actually fits a mid-market IT budget.

Yes. P1 Critical issues receive a guaranteed 15-minute initial response, 24/7/365, including weekends and US federal holidays. P2 through P4 issues are handled during standard business hours (8 AM–6 PM Eastern, Monday–Friday). All SLAs are financially backed: if we miss a response target, credits are calculated automatically and applied to your next invoice.

We are a long-standing Microsoft Partner with deep product knowledge and access to partner resources. In the rare case that a confirmed product bug needs Microsoft’s internal fix, we can escalate on your behalf. In most situations, however, our in-house engineers resolve issues directly, drawing on deep Microsoft product knowledge and DUSTy AI-assisted diagnostics.

DUSTy AI (Deep Unified Solution Troubleshooter) is Onshore’s proprietary AI platform integrated with our ServiceNow system. It instantly searches a massive knowledge base of Microsoft issues, past tickets, and relevant product documentation, suggesting rapid solutions to our engineers. This cuts troubleshooting time, improves accuracy, and prevents repeat issues. DUSTy effectively acts as an “AI co-pilot,” making our support professionals even more efficient.

All support operations are conducted within the United States by US-based personnel. Our delivery model is inherently aligned with the requirements of regulated industries: no offshore handoffs, no foreign data exposure, and documented resolution on every ticket. We have experience supporting organizations in healthcare, financial services, and government contracting where data sovereignty and access control are non-negotiable.

With Onshore, most organizations save 50% or more compared to Microsoft Unified Support. The exact amount depends on your current contract and support volume. The clearest way to see the difference is to compare your current annual Microsoft cost against the equivalent Onshore tier. Contact us and we'll run that comparison for you directly.

In the rare scenario where we identify a code-level bug or a platform-wide issue, we will manage the escalation process with Microsoft on your behalf. Because we’re a Microsoft Partner, we have channels to escalate critical issues. However, our engineers resolve the vast majority of incidents directly, without needing Microsoft involvement, drawing on deep product knowledge and DUSTy AI-assisted diagnostics.

We start with a brief onboarding to understand your environment, capture details on your Microsoft usage, and plan your estimated support hours. This includes setting up your ServiceNow portal, introducing your assigned support team, and integrating your systems with our AI (if needed). Most customers can fully transition to Onshore Unified Support within 1–2 weeks, and some do so even faster, ensuring there’s no coverage gap during the handover.