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Q: What are Product Terms and where are they?
Product Terms are a component of customers’ broader agreement with Microsoft. Product Terms address product availability across different Microsoft agreements, conditions on acquisition of product licenses and license terms that govern use of software and online services. They are published online at Microsoft.com/licensing. Other important terms relevant to customers’ relationship with Microsoft are contained in their underlying agreement (e.g., their Enterprise Agreement and Enrollment or Microsoft Customer Agreement, etc.). The primary components of Product Terms include Universal License Terms that apply broadly to software and services, the terms of the different License Models, and product-specific license terms.
Q: Are Product Terms locked based on customers’ agreement effective date?
Product Terms are not static; they are updated—typically monthly—to address new offerings, including new products and services and new versions and editions of existing offerings. When users access the Product Terms site, by default they are shown the latest terms for all software and services. Generally, these are the terms most relevant to their use of current software and online services, but users can “rollback” to the terms published on a prior date, such as their agreement effective date, if users want to see what has changed. Customers’ underlying agreement determines which published terms apply to them and defines the commitment Microsoft makes under existing licenses related to use rights changes.
Q: Is there a user guide for the Product Terms site (I do not know where to start)?
This FAQ will assist users, but the site’s lay-out and composition are designed to guide and support their use of the site.
A good place on the site to start is choosing the agreement type from the “Program” dropdown at the top of the page. This filters contents of the site based on what is available under that agreement type and under what terms and conditions. When users navigate to a specific product offering (chosen from the left navigation menu), tabs across the top of the product page allow them to jump between the sections of terms (e.g., Availability, Use Rights, and License Model) and links to Related Resources. To enhance navigability, pages are structured consistently between the Product Offerings within a certain agreement type.
Q: How is the site different from the old downloadable Word document version?
The underlying components of the Product Terms site and the downloadable Word documents are generally the same. There are Universal License Terms, the same set of License Models, and a glossary of predefined terms. There are tables detailing product availability and conditions on acquisition of licenses for each product. Individual Product Entries also specify License Models, product-specific use rights and special rights available to customers with Software Assurance. There are tabs covering Software Assurance Benefits, CAL/ML equivalency and Student Use Benefits. The Word document lay-out is linear: The Universal License Terms are first, followed by the License Models and then the individual product entries, etc. When users select a product on the Product Terms site, a persistent left navigation menu allows them to click between product-specific terms and Universal License Terms, the glossary, Software Assurance Benefits, etc. without losing their place. On the Product Terms site, a pop-up box appears with the definition when users hover over defined terms (identified by bold text). As was true of the Word document version, the different pages within the Product Terms site often cross-reference each other, but the ability to click between pages without users losing their place makes the site easier to navigate. For example, terms for products comprised of software or online services that are also available standalone, often link directly to the pages of those component products.
Q: What are the License Models?
The License Models represent the standard ways in which customers may allocate licenses and deploy and use products. The different software License Models include: Desktop Operating Systems for products such as Windows Enterprise (both per user and per device licenses are available); Desktop Applications for products such as Office LTSC Professional Plus (per device only); Developer for products such as Visual Studio Enterprise (generally per user and for non-production use only); Per Core/CAL for Windows Server Standard and Datacenter (one license per physical core on the server (minimums apply) plus Client Access Licenses or External Connector Licenses for accessing users or devices); Server/CAL for products such as Exchange Server and other productivity servers (one license per server instance plus Client Access Licenses (or External Connector Licenses where available) for accessing users or devices); Per Core for products like SQL Server (similar to Per Core/CAL but no separate access licenses); and Specialty Server for products like Windows Server Essentials (typically one license per operating system environment (OSE), but in this case, one license permits use in both the physical OSE and one virtual OSE); and Management Server for products such as System Center (either based on physical cores on a managed server (minimums apply) or by user or OSE for managed desktops or other non-server devices). In some cases, products are available under more than one License Model (different licenses at different prices with different use rights), such as SQL Server, and customers choose the model that best meets their needs. Note, these are simple summaries of the various License Models. Customers should refer to the Product Terms site and to Related Resources for detailed information.
Q: How do customers use the Product Terms site to determine access rights for on-premises servers (for example, Windows Server, SharePoint Server or System Center) under Microsoft 365 licenses, Office 365 licenses, Enterprise Mobility + Security (“EMS”) licenses and various CAL suites and add-ons?
Customers can refer to the CAL and ML Equivalency Licenses page on the Product Terms site (under Other Legal Terms) to determine users’ and devices’ on-premises server access and device management rights under Microsoft 365 licenses, Office 365 licenses, EMS licenses and various CAL suites and add-ons. A table on that page identifies the individual servers and specific server functionalities that map to these licenses. The terms governing use of the server software and conditions on access are contained in the Product Offerings pages applicable those server products. For example, a customer can see that as of December 1, 2023, its Microsoft 365 E3 users are permitted to access all Exchange Server 2019 Standard and Enterprise functionality, all SharePoint Server functionality, Microsoft Audit and Control Management Server 2013, Skype for Business Server 2019 Base and Enterprise functionality, and all Windows Server Standard and Datacenter functionality (except Remote Desktop Services). Furthermore, its users’ devices are covered by Advanced Threat Analytics 2016, Microsoft Endpoint Configuration Manager, System Center Endpoint Protection 1606 and System Center Service Manager. Again, the specific license terms associated with this access and use are specified on the Product Terms site pages associated with these server products.
Q: What if users still have questions after reading the relevant terms and conditions on the Product Terms site?
The Product Terms site makes it easy to find Related Resources to help users understand license terms and make the most of the options made available to them. For example, if users are interested in moving Windows Server workloads to their outsourcer’s data center using the Flexible Virtualization Benefit, they can find a link to that guide directly from the Windows Server product page under “Related Resources.”
Q: Since Related Resources, such as licensing guides and briefs, are directly accessible via the Product Terms site, does that mean they are contractually enforceable?
No, Related Resources are not part of customers’ agreement with Microsoft. They are provided as an additional resource for understanding options for deploying and using products and customers’ other related rights and obligations. If there is a conflict between what Related Resources say and the terms and conditions of customers’ agreements, the terms and conditions of the agreement control.
Q: Do users need to log into the site to see their Product Terms?
The Product Terms site does not require a log-in. It is a public site. All users accessing the site see the same content. Users’ views are not automatically filtered based on their agreement and license purchases. Users simply navigate to terms relevant to them by selecting their agreement type and the product offerings they have licensed. Typically, viewing the site based on the default setting (the current date) works; however, users can always choose the option to view use terms based on their agreement effective date or license acquisition date. Users can also use the ”Compare with current” feature to see redlined changes between earlier terms and current terms.
Q: Can users search content on the Product Terms site?
Yes, the Product Terms site includes a search bar on the left-hand navigation menu that provides the ability to search by key words for products, usage scenarios or terms across the entire Product Terms site. For example, if users want to know which products have External Connector Licenses, they could search on “External Connector” and all the instances where that term appears will come back in the search results as links to the specific pages where they can be found.
Q: Can the view be automatically customized based on users’ specific Microsoft purchases?
No. All content on the Product Terms site is available to the public without requiring any customer-specific login or data. The site does allow customers the ability to filter by product, program, and publish date to view relevant use rights terms.
Q: How often will the Product Terms site be updated?
The Product Terms site is updated on an ongoing basis, generally on the 1st of each month. Users have access to a complete update history via the Effective Date selector and the Summary of Changes https://www.microsoft.com/licensing/terms/product/changes/all. Customers’ Microsoft license agreement determines the use rights terms that govern Microsoft product licenses purchased through their agreement.
Q: How do users see what was published on their enrollment effective date or license acquisition date?
Customers can adjust the Effective Date on the top navigation bar. When viewing past terms, customers can also use the “Compare with current” feature for a redlined view to compare past and current terms. To see use terms predating July 1, 2020, customers should refer to the archived Microsoft Word document versions of Product Terms and Online Services Terms.
Q: Has Microsoft continued publishing downloadable Microsoft Word document versions of Product Terms and Online Services Terms?
No, Microsoft discontinued publishing the downloadable Microsoft Word versions of Product Terms and Online Services after February 1, 2021. However, the Product Terms site provides an option for users to print all or portions of the terms published on the site via the print option on the top navigation bar. Existing document versions of Product Terms and Online Services Terms will remain accessible as archives on the Microsoft Licensing Site https://www.aka.ms/licensingdocs.
Q: Can users print a hardcopy of the use rights of the Product Terms?
Yes. The Product Terms site allows users to print Microsoft Word document versions of the use rights directly from the site. Users must select a program and a language, and choose to print all or only portions of the terms.
Q: What if users have licenses acquired under a Commercial Licensing agreement that did not reference the Product Terms site (that is, an agreement with an effective date before July 2020), but they acquired licenses on or after July 2020; How does the Product Terms site apply to how they deploy and use products under those licenses?
The Product Terms site is backward compatible with Commercial Licensing agreements that predated the site for licenses bought after that date. At the time the site was first launched, Microsoft announced that the Product Terms site replaced the Product Terms and Online Services Terms documents. All references to Product Terms and/or Online Services Terms in the customer’s licensing agreements, as they relate to these licenses, refer to the applicable sections of the Product Terms site.
Q: In which languages is the Product Terms site available?
Users can choose a language from the dropdown language menu on the top navigation bar. The Product Terms site is available in the same languages in which the downloadable Word documents had been published.
Q: What about other terms documents such as the Online Services Data Protection Addendum (DPA), Services Provider Use Rights (SPUR), and Consolidated Service Level Agreements (CSLA) Are these terms included in the Product Terms site?
The DPA and the CLSA are published separately but can be accessed on the Product Terms site via the left navigation pane under the “Other Documents” dropdown. Users can access these documents via the site, and easily tab back to the Product Terms site, without losing their place. The SPUR, and ISV Product List and EULAs continue to be published as individual downloadable Word documents on the Microsoft Licensing site https://www.aka.ms/licensingdocs. The DPA and CSLA can also be accessed directly on the Microsoft https://www.aka.ms/licensingdocs.
Q: Which versions of the use terms are included in the Product Terms site?
The Product Terms site provides current and prior versions of the use terms for Microsoft software and online services products starting with July 1, 2020.
Q: What happens if the definition of “Management” changes in the Product Terms during my organization’s enrollment term?
The current definition as of the start date of your current enrollment term remains in effect until your next renewal.
eCDN
Q: What is Microsoft eCDN?
Microsoft eCDN (Enterprise Content Delivery Network) launched on September 1, 2022 and is a standalone that optimizes network performance for live video streaming and distribution within an enterprise. As organizations deliver large scale events such as all-hands meetings and town halls or live stream video for org-wide trainings, eCDN reduces the load on the corporate network.
Q: Through which channels is Microsoft eCDN available?
Enterprise Agreement (EA)/Enterprise Subscription (EAS), CSP, and Buy Online.
Q: To which customer segments is Microsoft eCDN available for purchase?
The SKUs will be available to Commercial, WW Commercial Public Sector (non-US), and Non-profit customers.
Q: Is Microsoft eCDN included in any Microsoft 365/Office 365 suites?
No. Microsoft eCDN is available as a standalone or as a part of Microsoft Teams Premium.
Q: Are there any pre-requisites for purchasing Microsoft eCDN?
No.
Q: How is Peer5 connected to Microsoft eCDN?
Microsoft acquired eCDN provider Peer5. As a result, Peer5 eCDN was integrated as Microsoft’s first party eCDN.
Q: Which users need to be licensed for Microsoft eCDN?
All users in a tenant should be licensed for optimal experience.
Q: Is Microsoft eCDN compatible with other streaming services?
Microsoft eCDN is compatible with many other streaming services including Kaltura, MediaPlatform, Brightcove, Intrado, and more.
General
Q: What does Microsoft consider to be “guest” Internet access and does connecting to guest Internet access make a device a Qualified Device?
Guest Internet access is what a user expects to receive from a retail Internet access provider. Such access does not allow access to corporate resources and/or any resource that would not otherwise be provided in a public Wi-Fi hotspot and/or a home Internet connection. As long as the devices are not allowed access to corporate resources and/or any resource that would not otherwise be provided in a public Wi-Fi hotspot and/or a home Internet connection, connecting to guest Internet access would not make them Qualified Devices.
Likewise, the act of authenticating solely for guest Internet use does not make a device a Qualified Device.
If an agent is installed on the device, for instance, a customer updates antivirus software on the device before allowing a connection, then that action is considered managing the device and, therefore, makes it a Qualified Device. However, if an agent simply scans the device to verify that Windows and antivirus software is up to date and only notifies the user if the device is not up to date, but does not act on the device, then the scanning does not make the device a Qualified Device.
Q: Where can I confirm the specific downgrade rights and eligible versions for my organization’s Commercial Licensing agreement?
Downgrade rights (the ability to use any prior version) are granted as part of all Commercial Licensing agreements. You can confirm specific downgrade paths for your products by visiting the https://www.microsoft.com/licensing/terms/.
Q: How can I get prior versions of Microsoft products when downgrading a licensed product through Commercial Licensing?
While you have the right to downgrade products, the Microsoft M365 admin center generally provides download access only to the current version (N) and the prior version (N-1) of products.
Note: In addition to downloading software through the Microsoft M365 admin center, all Commercial Licensing customers can purchase physical media (CD/DVD) copies of their licensed software through a Microsoft reseller.
If you have legally obtained physical media (CD/DVD) of earlier Microsoft products that your organization is currently licensed to use through downgrade rights, you are free to use these prior software versions as needed. Please note, we recommend installing only recent versions, especially avoiding those past the end of ESU.
For more details about accessing prior product versions, refer to the https://www.microsoft.com/licensing/existing-customer/fulfillment.
Q: Where can I find the specific downgrade rights for my Windows licensed product?
The License Terms for your Windows product explain your right to downgrade to a prior version. You can use Commercial Licensing media (if you have a Commercial Licensing agreement), retail (FPP) media, or OEM media for the downgrade. OEM options include a system builder hologram CD or an ISO download, as long as you obtained the software according to the Microsoft OEM System Builder License.
The License Terms for the original product preinstalled on your PC govern the use of the downgraded operating system. You cannot use both the licensed Windows product and the downgrade product at the same time; you may only use one Windows product at a time.
Q: My Unified Solution does not qualify for the Self-Hosted Applications use right; how do I properly license it?
If your Unified Solution does not meet any one of the qualifications for the Self-Hosted Applications use right as written in the Product Terms, you must license your hosted solution through the SPLA. See www.microsoft.com/Llicensing/licensing-programs/spla-program.aspx for more information on the SPLA and how to get started.
Q: If I am licensing my Unified Solution through the Self-Hosted Applications use right, may I use licenses from a SPLA as part of my Unified Solution?
With the exception of Windows Server, all software licenses used in your Unified Solution must come from a Microsoft Volume Licensing program that provides the Self-Hosted Applications use rights (for example, the Enterprise Agreement). If you host your solution in the public cloud, you may license the Windows Server component through your software services provider (if they are an Authorized License Mobility Partner), your own SPLA, Microsoft Azure, or the Azure Hybrid Benefit for Windows Server.
Q: If I license my Unified Solution through the Self-Hosted Applications use right, may I add additional capacity through the SPLA?
No. If you license your Unified Solution through the Self-Hosted Applications use right, you must acquire all additional licenses for the solution through a Microsoft Volume Licensing program that includes the Self-Hosted Applications use rights (for example, the Enterprise Agreement). You may not use SPLA to supplement capacity, even on a short-term basis. The only exception is for Windows Server when hosting in the public cloud. In that case, you may license Windows Server through your software services provider (if they are an Authorized License Mobility Partner), your own SPLA, Azure, or the Azure Hybrid Benefit for Windows Server.
Q: If I license my Unified Solution through the Self-Hosted Applications use right, can an Outsourcer host my solution on my behalf?
Yes. Your Authorized Outsourcer can host your solution on fully dedicated hardware. See the Product Terms for more details about Authorized Outsourcers. If the Outsourcer uses shared hardware, you must license Windows Server through the service provider’s SPLA (they must be an Authorized License Mobility Partner), your own SPLA, Azure, or the Azure Hybrid Benefit for Windows Server under your Commercial Licensing agreement.
Q: If I license my Unified Solution through the Self-Hosted Applications use right, may I deploy my Unified Solution on shared hardware?
Yes. You may deploy your solution on shared hardware at an Authorized License Mobility Partner’s datacenter or on Azure. In Azure, you can acquire Azure Virtual Machine rights through your Azure subscription or apply your Azure Hybrid Benefit for Windows Server. For the other Self-Hosted Applications in your Unified Solution, you can use License Mobility through Software Assurance rights. If you deploy your solution in an Authorized Mobility Partner’s datacenter, you must license the Windows Server used to support your solution through SPLA.
Q: Do I have to deploy my Unified Solution on shared hardware?
No, it is an option, but you can still self-host on dedicated hardware.
Q: If I self-host, do I have to use separate hardware or can I mix with my Microsoft Commercial licensing licenses?
You do not have to use dedicated hardware. You can mix.
Q: What happens when my Software Assurance expires and may I still take advantage of the Self-Hosted Applications use right?
No. The Self-Hosted Applications use right requires you to maintain active Software Assurance coverage. If your Software Assurance expires, you lose the right to deliver your solution as a service through Self-Hosted Applications. To continue, you must either renew or re-acquire Software Assurance or license your entire Unified Solution through the SPLA program.
Q: I currently license my solution through SPLA. Should I transition to the Self-Hosted Applications use right?
No. SPLA remains a valid option for delivering your solutions as a software service. It offers more flexibility and does not impose the same conditions as the Self-Hosted Applications use right.
Q: May I install my Unified Solution (or a component of it) at my customer’s facility or on their hardware?
No. The Self-Hosted Applications use rights requires you to deliver the entire service remotely over the Internet. You may not install any part of the solution at your customer’s facility or on their hardware.
Q: How do SPLA and the Self-Hosted Applications option compare?
Talk to your Reseller or Microsoft Account Manager to compare these two options for properly qualified applications.
Q: Are all Microsoft products included for use under the Self-Hosted Applications use Right?
No. Only select Microsoft products are eligible for use under the Self-Hosted Applications use right. The Product Terms clearly identifies these products, which include popular server products commonly used by Independent Software Vendors (ISVs).
Multiplexing
Q: Does the Multiplexing licensing rules apply to only some products or does it apply to all products licensed under a Microsoft agreement?
Multiplexing is a Universal License Term and, therefore, applies to all Microsoft products.
Q: Has Microsoft changed its position on Multiplexing?
No. The Multiplexing Brief is simply to help clarify the License Terms already in place.
Q: What is the difference between a device licensed with a device CAL and a Multiplexing device?
A device assigned a device CAL can be used by any user to access instances of the server software on the licensed server. A Multiplexing device pools connection from other devices but does not avoid the need for those other devices to be licensed.
Q: Does having a chain of Multiplexing devices change licensing requirements?
No. Multiplexing does not reduce the number of CALs required, regardless of how many Multiplexing devices are between the user/device and the server.
Q: Does the Multiplexing device require a CAL?
No. However, a CAL is required if the Multiplexing device is also directly accessed by a user (not an administrator).
Q: Are Multiplexing rules different for Windows Server CALs?
No. CALs are required for access to Windows Server whether direct or indirect. Access, whether to the Windows Server software or through Multiplexing hardware or software, requires a Windows Server CAL.
Reimaging rights
Q: What is Microsoft Commercial Licensing media?
Microsoft Commercial Licensing media means a web-based download of Microsoft Commercial Licensing Products from the Microsoft 365 Admin Center (https://admin.microsoft.com/) or Microsoft Commercial Licensing CD/DVD Disk Kits.
Q: What happens to support and warranty coverage for Microsoft software licensed through a finished goods channel that is reimaged with Commercial Licensing media?
Microsoft Commercial Licensing programs are separate from the support offerings available from Microsoft and its sales partners. You should investigate the contractual and support implications with your OEM before reimaging. You are not entitled to Microsoft support because of reimaging by using Microsoft Commercial Licensing media. In addition, you should discuss any impact to your existing warranty and support coverage with your current warranty and support provider.
Q: Why is Microsoft Office licensed through Microsoft Commercial Licensing different from the Microsoft Office licensed through OEM, retail (FPP), or other sales channels?
Microsoft Office products licensed through Microsoft Commercial Licensing programs are enterprise products with a different user interface, bypass enablement, and IT management tools.
Q: Under what circumstances may I use my Windows Enterprise Commercial Licensing media to reimage an OEM PC licensed for Windows Pro that is not covered by Microsoft Software Assurance or a Windows Enterprise Upgrade license?
A Windows Enterprise license (per user or per device) is needed to reimage a device with Windows Enterprise. If the device is only licensed for Windows Pro, it would not be eligible to be reimaged with Windows Enterprise.
Q: I have a user licensed for Windows under the per user model and their PC is reimaged with Windows Enterprise. What happens if the Windows per User subscription expires or the user leaves the company?
If the employee leaves the company and the device is given to another eligible Windows per User licensed employee for use only by that employee or other similarly licensed employees, there is no need to remove the software. Otherwise, if non-licensed users use the device, it will need to be licensed with Windows Software Assurance per Device. If you terminate Windows Enterprise per User, you are required to revert the PC back to its original licensed operating system.
Q: Do I have the right to reimage if I do not have Software Assurance?
Yes. All Microsoft Commercial Licensing customers, regardless of whether they have Software Assurance, can reimage if the eligibility requirements for reimaging are met.
Q: How do I get the VLKs needed to reimage my product?
As a Commercial Licensing customer, the VLKs you need should be automatically assigned through the Microsoft 365 Admin Center (https://admin.microsoft.com/) (If not, you can request your key through Microsoft Activation Call Centers (https://www.microsoft.com/licensing/existing-customer/activation-centers) . Note that if you are an Open License or Open Value customer, you must purchase at least one unit of the licensed product that you want to reimage to obtain access to the product media and receive a key.
Q: I want to reimage my OEM Windows Pro PCs by using the Multiple Activation Key (MAK) rather than the Key Management Service (KMS). How do I obtain more activation keys, if needed?
First, check how many activations are associated with the Windows MAK by going to the Microsoft 365 Admin Center (https://admin.microsoft.com/), product key page, or by using the Volume Activation Management Tool (https://learn.microsoft.com/windows/deployment/volume-activation/use-the-volume-activation-management-tool-client) (VAMT). If you need more activations, call the Activation Call Center and state the reason or email makadd@microsoft.com and include your agreement information, customer name and contact information, business justification for the additional activations requested (for example, reimaging), the product key, and the number of additional activations you would like to add to the key.
Q: Do I have the right to reimage with a prior version of my licensed product?
You may reimage with a prior version if the license terms for the software that you want to reimage permit you to use a prior version in place of the licensed version. The eligibility requirements as stated above regarding product and version, components, and language apply.
Q: I have a 32-bit OEM PC running Windows Pro. Can I reimage it to 64-bit Windows Pro with 64-bit Commercial Licensing media?
Yes. You can reimage between a 32-bit and 64-bit platform if they are the same product and version, contain the same components, and are in the same language.
Self-Hosted Applications
Q: Do I only need to qualify for the Self-Hosted Applications use right at the time I sign my agreement?
No. You must continue to evaluate your Unified Solution to ensure that you qualify and remain properly licensed any time you make a change—such as adding new components, new functionality, or additional Microsoft products—that could affect your eligibility. If your Unified Solution no longer qualifies, you must license it through the SPLA program.
Q: Can my Unified Solution include SPLA licenses or third-party IP?
No. The Self-Hosted Applications use right requires that you be the licensee of all Microsoft software products used in and in support of your Unified Solution with the exception of Windows Server when you are hosting in the public cloud, which can be acquired through Azure or a services provider. If you would like to procure software services (for example, SQL Server compute capacity) from a company with a separate SPLA Agreement, then you must license your Unified Solution through the SPLA.
Q: Can I use Exchange Online in a Unified Solution if I previously used Exchange Server under the Self-Hosted Applications use right?
No. Exchange Online and Exchange Server are different products. Microsoft Online Services do not include Software Assurance benefits or Self-Hosting use rights. You may only include Microsoft products that are eligible for Self-Hosting in your Unified Solution.
Q: Can I build a Unified Solution using only Windows Server and Remote Desktop Services, without other Microsoft products?
Yes. You can build a Unified Solution with only Windows Server and Remote Desktop Services as long as your solution adds primary and significant functionality to the Microsoft product.
Step-ups
Q: Can I acquire the Step-up License if I licensed the Standard edition software under a previous agreement and renewed Software Assurance on a current agreement?
Yes. If you have active Software Assurance on the Standard edition software license, then you may acquire the Step-up License under the new agreement.
Q: If I drop separate based and Step-up subscription licenses for an online service, will I need to reassign the licenses to my users?
No. When you purchase the Step-up SKU, your base subscription licenses are replaced by full subscription licenses for the higher plan. For example, if you add the Microsoft 365 E3 to Microsoft 365 E5 Step-up SKU, your E3 licenses will be replaced by full E5 licenses. When you switch to the full E5 license SKU at anniversary or renewal, the existing E5 licenses acquired via the Step-up SKU will remain in place and be renewed via the full E5 SKU.
Q: Can I renew Software Assurance on the higher-level edition software license acquired through the Step-up License?
Yes. The License and Software Assurance for the higher-level edition software license are both acquired under the Step-up License offering and replace the lower edition license. When that Software Assurance coverage expires, you may renew coverage on the higher-level edition you stepped up to.
Q: How does the Step-up License work in an Enterprise Agreement during a True-up?
The same rules for True-up apply. On acquiring the Step-up License, your underlying Standard edition software license is considered replaced by the higher-level edition software license. Eligible customers may then True-up on additional copies of the higher-level edition software during the remaining term of their agreement.
Microsoft Sustainability Manager
Q: Is there a Step-up Tenant Subscription License available for moving from Microsoft Sustainability Manager Essentials to Premium mid-term?
Yes. There is a Step-up from Microsoft Sustainability Manager Essentials to Premium tenant licenses available for EA customers. Note that if you already had Microsoft Sustainability Manager licensing prior to November 1, 2024, these licenses have been rebranded as Microsoft Sustainability Manager Essentials. Learn more about switching from Essentials to Premium.
Q: Is there a Step-up User Subscription License option?
No. There are no Step-up your User Subscription Licenses when moving from Essentials to Premium mid-term as the User Subscription Licenses are free of charge. You can continue to use your Essentials User Subscription Licenses with a Microsoft Sustainability Manager Premium tenant license. When needed, you can upgrade users to MSM Premium mid-term, as the MSM User Subscription Licenses are free of charge.
Microsoft Unified Enterprise
Q: What is Microsoft Unified Enterprise (Foundational Services) and what does it include?
Unified Enterprise – Foundational Services is the core support and success package that combines Proactive Services, problem‑resolution (reactive) services, and Success Management to help you plan, operate, and optimize Microsoft technologies. Benefits include items such as On‑demand Assessments, On‑demand Education, Webcasts, Advisory Support, Problem Resolution Support, Reactive Support Management, and Success Management Services. Additional Enhanced Solutions (e.g., Mission Critical Services, Value Acceleration Services) can be added on top of Foundational Services, either via Flex Allowance or via add-on purchases.
Q: Do I need Foundational Services before purchasing add‑on Enhanced Solutions?
Yes. An active Unified Enterprise agreement is required to acquire or continue Proactive Services or Enhanced Solutions (Mission Critical Services or Value Acceleration Services). If your Unified Enterprise agreement expires or is terminated, all add‑on services end on the same date—even if purchased separately.
Q: How do I buy Unified Enterprise, and how are services documented?
You purchase Unified Enterprise and any add‑on services (Proactive Services, Mission Critical Services, Value Acceleration Services) under a Work Order (or other Statement of Services) that references the services description. The Work Order lists the services you purchased and may reference exhibits for specific enhanced offerings. Service availability is geography‑dependent and subject to change.
Q: What is the Flex Allowance and how can I use it?
Flex Allowance is a flexible portion of your Foundational Services list price that you allocate at contract execution to buy add‑ons such as Proactive Services, Enhanced Solutions (Mission Critical Services, Value Acceleration Services), Proactive Credits, or Custom Proactive Services. Your Flex Allowance amount is typically up to 20% (or $50,000, whichever is higher) . It cannot be used for Service Delivery Management. Flex is allocated annually and must be used within the applicable annual term; any unallocated amount at execution (or unused services within the term) is forfeited. You may also exchange previously allocated Flex from one eligible service to another of equivalent value, by agreement.
Q: Which Microsoft products are supported, and are preview/beta products covered?
Unified Enterprise covers commercially released, generally available Microsoft software and Online Services that you have validly licensed (as identified in your licensing enrollments/agreements or billing account ID). Participation in preview/beta/pilot services is optional and governed by the Microsoft Product Terms; not all pilots are available in all locations.
Q: How are Mission Critical Services for Azure Platform priced, and who qualifies for “Plus” features?
Mission Critical Services for Azure Platform fees are based on a tiered rate structure tied to your annual Appraised Product Spend on eligible Azure subscriptions. Customers with Appraised Product Spend ≥ $60,000,000 (or who elect the extended feature floor price as detailed in the Work Order) are entitled to all “MCS for Azure Platform Plus” features; others receive the standard MCS for Azure Platform feature set. Specific entitlements and enrolled subscriptions are captured in your Work Order exhibit.
Q: Are services delivered remotely or on‑site, and in which languages?
Reactive services under Foundational Services are delivered remotely and in English (with local language available where offered). Other services are delivered remotely to the locations listed in your Work Order unless an on‑site engagement is agreed in writing (travel and living expenses may apply). Language for non‑reactive services is typically the spoken language of the Microsoft services location or English; some enhanced solutions specify language limits (e.g., Unified Enhanced Response is delivered in English, Chinese, and Japanese).
Q: What are my responsibilities as a customer under Unified Enterprise?
You must designate a Support Services Administrator, identify reactive support contacts, submit online services requests through the appropriate portals, and actively participate in problem determination and resolution (e.g., provide logs/traces, reproduce issues). You are responsible for backups, data/information security, and granting remote access where needed. For enterprise support portal access, you must have an Entra tenant. Keep named contacts current and collaborate on service planning.
Q: What happens to unused services at the end of the term, and what is the cancellation policy?
All services (including add‑on services purchased during the term) are forfeited if not utilized by the end of the applicable Work Order term. For scheduled deliveries, cancellations ≥ 14 calendar days in advance receive a full refund; cancellations 6–13 days in advance incur 50% of the service cost; cancellations ≤ 5 days in advance are charged 100%. One reschedule per delivery is permitted without charge; additional reschedules may incur fees.
Q: Can I use Unified Enterprise to support my own customers or non‑Microsoft code?
No. Unified Enterprise is provided only for your organization’s internal business purposes and does not extend to your customers. Microsoft will not support non‑Microsoft code (including code customized by you or third parties). In reactive services, Microsoft does not provide code other than sample code; you are responsible for testing and any risks associated with implementing code guidance in your environment.
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