Cloud Support Services (CSS)
Our brand-new set of Cloud Support Services (CSS) plans are designed to match your business needs for technical support. Whether you are starting out in the cloud industry, or wish to optimise your services for existing hybrid environments, we can help with the support plan that suits you and your customers. Discover which plan is right for you.
Please watch our video to the right to get more details about our CSS plans and take our assessment to find out which plan is right for you.
One of the reasons that Ultima chose TD SYNNEX as their preferred Microsoft CSP partner was the value add that TD SYNNEX can bring and in particular our 24/7 cloud support services. Watch the video in the banner to find out more.
Summary of our plans
|
Features |
Basic |
Professional |
Elite |
|---|---|---|---|
|
IRT* SLA |
4/8/12 hours |
1/2/4 hours |
1/2/4 hours |
|
Who can open tickets |
Partner |
Partner |
Partner and End Users |
|
Access to the helpdesk |
24/7 |
24/7 |
24/7 |
|
Incident Management |
9am - 8 pm CET |
24/7 |
24/7 |
|
Microsoft Escalation path |
CSP Standard |
Advance Support for Partners |
Premier Support for Partners |
|
Coverage |
Microsoft CSP Cloud |
Microsoft CSP Cloud |
Microsoft CSP Cloud, on-premise*** and hybrid |
|
Business model and billing options |
Free of charge - Included with any Microsoft license or subscription ** |
Flat fee (monthly subscription) or tickets’ pack (one-time payment) |
Tiered consumption-based (Annual subscription with monthly billing) |
|
Access channel |
|
Email, live chat, telephone and ticketing tool |
Email, live chat, telephone and ticketing tool |
|
Language |
English |
Voice: English 24/7; Spanish, French, German Business Hours only;**** |
Voice: English 24/7; Spanish, French, German Business Hours only;**** |
|
Microsoft Proactive services access |
No |
No |
Yes |
|
Customisable |
No |
No |
Yes |
* Initial Response Time
** For any Microsoft licenses purchased from TD SYNNEX
*** Additional fee
**** Business hours are 9am - 6pm. Telephone only
***** Automated translation through Google Translator engine
Cloud Maturity
Still not sure which plan suits your needs? Take our quick assessment to find out!
Take the assessmentLearn more about the services we offer
Infographic
Download our infographic to get a quick visual overview of our CSS plans.
Data Sheet
Find more in-depth details about our CSS plans.
Battle Card
Find why you should sell our CSS plans.
FAQ
We’ve prepared a list of helpful FAQs about our new CSS plans.
Frequently asked questions
-
What do I need to be eligible for CSS?
You need to be onboarded to TD SYNNEX's digital platforms as a cloud Reseller and have purchased at least one Microsoft CSP cloud product eligible for the TD SYNNEX support services.
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What are the benefits of CSS?
24/7/365 break-fix support provided by skilled engineers, with multi-language support and multi-channel access, an option to allow end customer direct access. With less than 1 hour Initial Response Time for critical issues, escalation management and follow up to resolution with Microsoft.
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How can I advise you of my preferred choice of CSS?
For existing licenses or subscriptions, you can fill in our call back form or contact your Microsoft Cloud Account Manager.