At TD SYNNEX, we are committed to delivering an exceptional Customer Support Services experience.
Whether you’ve experienced a challenge that needs attention or have ideas to enhance our service, we’re here to listen. Escalation and service improvement requests allow us to respond to your needs more effectively, resolve any concerns, and adapt our service to better support your business.
We truly believe that feedback is a gift, and we value every comment, insight, and idea you share with us.
If you would like to raise a concern related to an open or close ticket, suggest improvement to our service, or share your experience, please follow the steps below to submit a formal request. Our TechCARE24x7 Microsoft Service Management Team (SMT) will follow up with you directly within the Initial response SLA in the table below.
Before You Submit
Please make sure to review the scope of your current support plan at TechCARE 24x7 Microsoft-Scope of Service to ensure your request is aligned with the services covered under your plan.
If you're interested in expanding your coverage o upgrading your support plan, we recommend reaching out to your TD SYNNEX Trusted Advisor for further assistance.
- Click on “Submit a request” button.
- Select “Escalation & Improvement Request” option from the dropdown menu.
- "Select a Reason" for Escalation or Improvement
- Complete the required information in the form.
- Click on “Submit”.
Escalation and Improvement Request Initial Response Time (IRT) SLA
In the event that the escalation process fails and your request is not addressed within the specified period, please contact: TechCAREqualityteam@tdsynnex.com. Please reference your Escalation and improvement ticket number and the original ticket number that the escalation was intended to address.