Concierge 360

Concierge360 is a BUI-led Microsoft support concierge service designed to work alongside Microsoft Unified Support, helping customers maximise the value of their support and licensing investment.

Many organisations invest significantly in Unified Support but struggle to consistently realise its full value. Concierge360 addresses this by providing an additional operational and governance layer that helps customers engage more effectively with Microsoft support, ensuring cases are managed correctly, escalated appropriately, and aligned to customer priorities.

Concierge360 acts as a single, accountable interface between the customer and Microsoft support teams. BUI manages case coordination, escalation, governance, and value realisation, allowing customer IT teams to focus on running the business rather than managing support processes.

What Concierge360 provides

Concierge360 helps customers improve the effectiveness of Unified Support by:

• Managing and coordinating Microsoft support cases on behalf of the customer
• Improving escalation effectiveness and response alignment
• Providing structured governance and regular service reviews
• Helping customers actively consume Unified Support entitlements, including proactive services and advisory engagements
• Aligning support activity to security, operational, and business priorities

The service ensures that Microsoft support engagement is consistent, visible, and outcome-focused.

Driving adoption and value realisation

Beyond reactive support, Concierge360 helps organisations realise greater value from the Microsoft capabilities they already own. This includes supporting:

• Secure deployment of licensed Microsoft products and services
• Adoption of Microsoft technologies across the business
• Ongoing alignment between support activity, platform usage, and customer objectives

By improving adoption and effective use of Microsoft technologies, Concierge360 supports stronger outcomes and long-term platform success.

Designed to complement Unified Support

Concierge360 is designed to complement Microsoft Unified Support, not replace it. Microsoft remains the primary support provider, while BUI focuses on orchestration, governance, and value realisation.

This approach helps customers:

• Reduce internal effort spent managing support engagements
• Achieve more consistent outcomes from Unified Support
• Improve satisfaction and confidence ahead of renewal cycles

Commercial model

Concierge360 is offered as an annual subscription service:

• Contracted annually
• Billed annually upfront or monthly in advance
• Priced based on customer size and complexity

Optional extensions into strategic licensing advisory, advisory services, deployment services and managed services are available where required and are scoped separately.