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

 
 

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.

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Summary of our plans

Features

Basic

Professional

Elite

IRT* SLA

4/8/12 hours

1/2/4

1/2/4

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

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;****

Email & Live Chat: All European languages 24/7*****

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

Email & Live Chat: All European languages 24/7*****

Microsoft Proactive services access

No

No

Yes

Customisable

No

No

Yes

* Initial Response Time
** For any Microsoft licenses purchased from Tech Data
*** 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!

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Learn more about the services we offer

Infographic

Download our infographic to get a quick visual overview of our CSS plans.

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Data Sheet

Find more in-depth details about our CSS plans.

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Battle Card

Find why you should sell our CSS plans.

FAQ

We’ve prepared a list of helpful FAQs about our new CSS plans.

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Frequently asked questions

  • You need to be onboarded to Tech Data's digital platforms as a cloud Reseller and have purchased at least one Microsoft CSP cloud product eligible for the Tech Data support services.

  • 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.

  • For existing licenses or subscriptions, you can fill in our call back form or contact your Microsoft Cloud Account Manager.

Raise a support request

Do you need technical help with cloud or hybrid environments?

Open a technical case