I am a Basic Partner:
Depending on the complexity or action required to solve the issue CST engineer might decide if Microsoft intervention is needed. In that case, CST engineer will raise a ticket to escalate your issue to Microsoft Support and you will get notified.
Important:
- In order to speed up the troubleshooting process, you will be added to the communication thread, however CST engineer should always be the primary point of contact for all requests submitted on behalf of our customers.
- Please be aware that High Severity Escalation with Microsoft will require 24/7 availability on your side for troubleshooting. Otherwise, the severity will be downgraded, and the request will be assigned to a different team, which might cause further delay on troubleshooting and resolution of the issue.
I am an Elite Partner:
Depending on the complexity or action required to solve the issue CST engineer might decide if Microsoft intervention is needed. In that case, CST engineer will raise a ticket to escalate your issue to Microsoft Support via TDS Premier Support for Partners (PSfP) and you will get notified.
Important:
- In order to speed up the troubleshooting process, you will be added to the communication thread, however our support engineer should always be the primary point of contact for all requests submitted on behalf of our customers.
- Please be aware that High Severity Escalation with Microsoft will require 24/7 availability on your side for troubleshooting. Otherwise, the severity will be downgraded, and the request will be assigned to a different team, which might cause further delay on troubleshooting.
- Please bare in mind that any On-premise and Root Cause Analysis requests will generate additional charges (engineers' hours by Microsoft Premier support). For all On-premise requests, even those initially submitted as Cloud, but later identified as On-premise by our team or Microsoft, further troubleshooting will be suspended until On-premise support eligibility is verified and partner’s approval is obtained.
In case the assigned Microsoft engineer will confirm the issue is falling into the On-Premise scenario, it is required the purchase of the CST On-Premise Add-on. In case you did not purchase it you will not be entitled to receive support and consequently your support request will be closed. If you want to know more about this CST Support Plan please get in touch with your TD SYNNEX Trusted Advisor.
PLEASE NOTE: Once a ticket is raised to Microsoft, the support delivery ownership is entirely on Microsoft policy and procedure. CST will constantly follow-up the escalated ticket until the resolution, however, the issue resolution is completely depending on Microsoft support.