You must provide support services to customers for all products you resell, and you will include this requirement in your agreements with your customers. You must provide customer support for products on a continuous basis (24 hours per day, 365 days per year).
The technical post-sales support services by TD SYNNEX include:
Select Support—this support option is a monthly fee sold per end-user tenant (Azure) or per subscription (NCE) where support is provided directly to you and your end customer 24X7, 365 days per year. Select Support includes: (i) L1 and (ii) L2 technical issues and Microsoft Tier III escalation and resolution tracking. Your customers will always be directed to you for billing and sales inquiries.
Standard Support—this support option is a monthly fee sold per end-user tenant (Azure) or per subscription (NCE) where support is provided to you only 24X7, 365 days per year. End customers are not directly supported and are directed back to you to troubleshoot issues with TD SYNNEX. standard support includes: (i) L1 and L2 technical issues and (ii) and Microsoft Tier III escalation and resolution tracking.
Basic Support—this support option is free for you, the reseller, and provides weekdays 9am-6pm local standard time, email-only support. The Basic Support Plan delivers the following: (i) Basic technical support, (ii) Microsoft Sev C Escalation only, and (iii) you are required to provide support services to the end client.
On-boarding Process for Paid NCE and Azure Support Services
You shall provide TD SYNNEX up to three (3) authorized support personnel contacts for your contacts. The required information includes the reseller name, contact information for support, email, phone number, tenant name, and domain. Please reach out to your Cloud Account Manager with this information to have support added to your tenant or subscriptions and for pricing details. The default support plan will be basic unless otherwise communicated by you.
Important! Pricebooks, Support Plans, custom Global Discounts/Uplifts, and client Credits cannot be changed once the billing cycle has closed.
Microsoft Technical Support Contact Information:
Ticket Portal + Live Chat: https://requestmanager.tdsynnex.com
Email: cspsupport@tdsynnex.com
Phone US: (844) 240-3016
Phone CANADA: (833) 278-9961
Note: Basic support is email only.
See the attached doc titled: Microsoft : TD SYNNEX StreamOne Ion
To submit a support request in StreamOne Ion, click the "?" icon in the upper right menu bar or click the Support button in the menu. Alternatively, you can click Submit a ticket in the Knowledge Base. Fill out all mandatory fields, or read How to Use StreamOne Freshdesk to Submit and View Support Tickets for more information.