FTG Universal Support – Enterprise-Grade Microsoft Support with Flexible Coverage
durch BUI (Pty) Ltd
FTG Universal Support
FTG Universal Support is a comprehensive, fixed-cost support service designed to provide expert-led assistance across the Microsoft technology stack, both in the cloud and on-premises. Delivered by First Technology Group’s certified engineering teams, the service offers flexible, enterprise-grade support with the option to include additional technologies where we hold relevant certifications.
Our offering includes two service models, tailored to different operational needs:
Universal Support Core
A full-spectrum support agreement for organisations that require hands-on incident response, Microsoft escalation, and flexible access to technical expertise, all under a predictable cost structure.
Includes:
- 24/7/365 reactive support for Microsoft cloud and on-prem environments
- Fixed-cost, credit-based consumption model
- SLA-aligned response times
- Microsoft Premier Support escalation
- Certified engineering support and centralised ticketing
- Optional Enhanced Engineering for strategic advisory and consulting
- Option Proactive Managed Services
Unified Support Concierge
Ideal for customers who already have a Microsoft Unified Support agreement but want a partner to manage the engagement on their behalf. This service provides oversight, governance, and coordination without changing the underlying Microsoft support agreement.
Includes:
- 24/7 case lifecycle tracking and escalation management
- Ticket logging, monitoring, and Microsoft coordination (with approval)
- SLA governance and proactive reporting
- Alignment across internal stakeholders and Microsoft
- Optional Enhanced Engineering to extend the value of Unified Support
Key Benefits
- One agreement for cloud and on-premises Microsoft support
- Direct access to certified engineers and proven escalation processes
- Improved SLA adherence, visibility, and accountability
- Flexible model suited to both partner-led and Microsoft-supported environments
- Strategic insight and technical depth through optional consulting services