FTG Universal Support – Enterprise-Grade Microsoft Support with Flexible Coverage

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