Cloud Support Services (CSS): the flexible technical support offering

 
 

As a Microsoft CSP you need to ensure minimum downtime for your customers Tech Data can help with highly skilled technical support services. Free up your internal resource to focus on more strategic activities, leverage our Professional Cloud Support Service for your growing Cloud business.

Cloud Maturity

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Summary of our plans

Features

Basic

Professional

Elite

Best for

Cloud starters

Growing in Cloud

Mature hybrid businesses

IRT1 SLA

4/8/12/16 hours

1/2/4/6 hours

1/2/4/6 hours

Who can open tickets

Partner

Partner

Partner and End Users

Access to the helpdesk

24/7

24/7

24/7

Incident Management

9am - 6pm CET

24/7

24/7

Microsoft Escalation path

CSP Standard

Premier Support for Partners

Premier Support for Partners (highest priority)

Coverage

Microsoft CSP Cloud

Microsoft CSP Cloud

Microsoft CSP Cloud, on-premise and hybrid

Billing options

Free of charge - Included with any Microsoft license or subscription 2

Monthly or annual subscription, or up front ticket pack purchase

Tiered consumption-based (Annual subscription with monthly billing)

Access channel

Email

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;3

Email & Live Chat: All European languages 24/74

Voice: English 24/7; Spanish, French, German Business Hours only;3

Email & Live Chat: All European languages 24/74

Access to Microsoft Proactive Services5

 

 

Full Catalogue

Customisable

No

No

Yes6

Commitment

 

3 months

12 months

  1. Initial Response Time
  2. For any Microsoft licenses purchased from Tech Data
  3. Business hours are 9am - 6pm. Telephone only. 
  4. Automated translation through Google Translator engine
  5. Additional fee
  6. Separate pricelist