1. What does it mean to be an Authorized Training Center?

An Authorized Training Center (sometimes called an Authorized Training Center) is an educational or training institution that has been officially recognized by a manufacturer to provide specialized training following vendor-specific standards.

Key features:

• Official certification by recognized entities (Microsoft, Check Point, etc.).
• Standardized courses designed by the authorizing organization.
• Instructors certified by the same entity.
• Authorized official material.
• Preparation for professional certification exams.

Example:

• A Microsoft Authorized Training Center (ATC) offers official courses on Microsoft products and technologies.

•  In what modalities and languages are TD SYNNEX training services offered and how are they adapted to clients' needs?  

We offer online, classroom and hybrid training, depending on the client's needs in the 3 most important languages in the Latin American region (Spanish, English and Portuguese).

For example, if the partner requires a classroom course, it can be given in TD SYNNEX classrooms or at the client's offices, both modalities are aligned with the official certifications, including official material such as manuals and labs.

• ILT Instructor Led Trainer: Instructor-led training.
• VILT Virtual Instructor Led Trainer: classes in which students participate from their home or office, rather than in a traditional classroom or other designated training environment.
• Hybrid: Live instructor-led classes in TD SYNNEX Academy classrooms or from the student's home or office.
• Digital Training Platform: Recorded courses for students to advance at their own pace, example: AWS SkillBuilder.
• Workshops: customized courses according to the needs of our channels.

• How can TD SYNNEX educational programs help my partners maximize the return on investment in their technology solutions?

Manufacturers have a partner program that requires the development of their own engineering. Taking a certification course allows engineers to obtain higher discounts based on the number of certifications achieved, thus improving the return on investment and strengthening the relationship with the manufacturer with which they are becoming certified.

Professional Services

1. What are TD SYNNEX Professional Services?

TD SYNNEX professional services are designed to add value and complement the business of its partners and customers. As IT distributors, TD SYNNEX focuses on offering specialized engineering of the main brands and technologies we distribute.

Some of the professional services offered by TD SYNNEX are:

1. Implementation: Services for the installation and configuration of technological solutions, ensuring that they are seamlessly integrated into the client's existing infrastructure.
2. Consulting: Expert advice to help companies identify their technology needs and design effective strategies to address their challenges.
3. Design: Design services to create customized technology solutions that align with the specific objectives of each client.
4. Optimization: Services to improve the performance of existing technology solutions, ensuring that companies get the maximum benefit from their investments.
5. Residency: Provision of certified technologists who act as an extension of the client's IT staff, providing ongoing support and technical assistance.
6. Cloud Services: Assessment, migration, optimization and management of workloads and applications in the cloud.
7. Digital Transformation: Helping companies modernize their technology and processes to improve efficiency and competitiveness.
8. Data Analytics: Services to help companies leverage their data to gain valuable insights and make informed decisions.

• What are the benefits of TD SYNNEX Professional Services for our partners?

Hiring the professional services of TD SYNNEX offers a number of benefits that can help companies optimize their technology operations and achieve their business objectives. Some of the main benefits are:

• Expertise and Specialized Knowledge: TD SYNNEX has a team of experts in various technological areas, which ensures that the solutions implemented are of high quality and aligned with industry best practices.
• Customized Solutions: TD SYNNEX professional services are designed to fit the specific needs of each client, ensuring that solutions are relevant and effective for their particular environment.
• Resource Optimization: By outsourcing services such as implementation, consulting and technical support, companies can free up internal resources and focus on their core competencies, thereby improving operational efficiency.
• Risk Reduction: With TD SYNNEX's expertise, companies can minimize the risks associated with implementing new technologies, ensuring a smooth and seamless transition.
• Access to Advanced Technologies: TD SYNNEX offers access to the latest technologies and market trends, allowing companies to stay competitive and at the forefront of their industry.
• Ongoing Support and Maintenance: Professional services include ongoing support, ensuring that solutions continue to perform optimally and that any problems are quickly resolved.
• Improved Efficiency and Productivity: By optimizing technological infrastructures and processes, companies can improve their efficiency and productivity, resulting in better overall performance.
• Regulatory Compliance and Security: TD SYNNEX helps companies comply with regulatory and security standards, protecting their critical data and operations.

• What does white labeling mean for TD SYNNEX Professional Services?

White labeling" in TD SYNNEX professional services refers to a service offering that allows clients to use these services under their own brand. This means that TD SYNNEX delivers the services as part of the outsourcing company's offering, without the end client knowing that the partner is outsourcing. This is especially useful for companies that want to expand their service portfolio without developing all the necessary capabilities in-house.

• What information is required to quote a TD SYNNEX Professional Service?

Depending on the type of service to be quoted, but in general you need to know:

• BOM (Bill of Materials)
• Partner
• End user
• Place where the service will be performed
• Type of service
• Configuration level (basic / advanced)
• Budget (optional)

• What services and modalities does TD SYNNEX offer through its Support Center and what are the benefits?

TD SYNNEX offers its technical support, through its SOC/NOCs located in Mexico and Brazil, as a white label, providing complementary support with three levels of attention (basic, advanced and premium). Benefits include fast problem resolution, certified personnel, data security and customization options. We are available 24/7.

• What information is required to quote a TD SYNNEX Support Service and how is it activated?

To quote a TD SYNNEX Support Service it is necessary to gather some specific information such as:

• Product or solution to support
• Type of support required
• Hours of operation
• Duration of contract
• SLA
• Modality (remote or on-site)
• Geographical location

Once the PO is placed, the service is registered and TD SYNNEX formalizes the contract through a Welcome Kit that will be signed by both parties for its activation. This contract includes specific and detailed information about the scope of the service, start date and validity of the service, inventory, SLA, points of contact, flowchart, escalation matrix.

• What is an Authorized Support Center and what are the TD SYNNEX ASCs?

An Authorized Support Center is an entity that has been officially recognized and certified by a manufacturer to provide technical support services on behalf of that manufacturer. These centers are authorized to perform a variety of support-related tasks, including:

1. Repairs and Maintenance: Perform repairs and maintenance of products according to manufacturer's standards.
2. Technical Support: Provide technical assistance and troubleshooting for specific products.
3. Warranty and Replacements: Handle warranty claims and manage replacements of defective products.
4. Training and Advice: Provide training and advice on the use and maintenance of the products.
5. Upgrades and Enhancements: Implement manufacturer-authorized software or hardware upgrades.

Authorized support centers have access to specialized tools and training provided by the manufacturer, ensuring that the service provided is of high quality and in accordance with the manufacturer's specifications. This gives customers the confidence that their products are being serviced by trained and authorized professionals. TD SYNNEX has four Authorized Support Centers for the following brands:

• Check Point
• Palo Alto
• Microsoft
• Broadcom

• What is a Complementary Support and what are its advantages?

Complementary Support in the context of TD SYNNEX services refers to additional services offered for a company's specific technical support needs. It is designed to ensure that companies receive all the assistance they need to maximize the performance of their technology solutions and minimize downtime. These services may include:

• Additional Technical Assistance: Services that go beyond standard support, providing specialized help to solve complex problems.
• Technical Consulting: Advice to optimize the use of technological solutions and improve operational efficiency.
• Solutions Integration: Help to integrate new technologies or systems within the company's existing infrastructure.
• Service Customization: Tailoring support services to meet the unique needs of each customer.
• Training and Education: Offering training programs to improve the technical skills of the client's personnel.

•  What are Supply Chain Services?

They refer to all activities related to the planning, storage, distribution, delivery, installation and logistical support of equipment and technology solutions. In other words, everything that happens from the time a piece of equipment is purchased until it is operational at the customer's site.

1. From where are Supply Chain Services performed?

These services are performed from our warehouses, we have a staging area for the pre-configuration of the equipment and a logistics team for the planning and delivery of the equipment.

1. What is the Project Management area responsible for?

Project Management involves coordinating teams, managing resources, identifying risks and maintaining effective communication to meet project objectives on time and within budget. With Project Management we ensure that we define clear goals, solve problems and adapt to changes to ensure the success of the project.

1. What are the benefits of Supply Chain services for projects?

Supply Chain services provide agility, efficiency and control at each stage of the project. By centralizing technology logistics, they optimize delivery times, reduce operational errors and ensure that equipment arrives ready for installation. In addition, they allow coordinating simultaneous deployments in multiple locations, improving inventory traceability and reducing the operational burden on the client's team. All of this translates into faster, more orderly and cost-effective project execution.

Education

P. What is the difference between TD SYNNEX ATC courses and those delivered by presales or manufacturer's portals.

R. The trainings sold and delivered by the service unit are official certifications, the contents and instructors have gone through a process with the manufacturer that allows to obtain an official accreditation and depending on the case when passing the required exam will have the official certification from the manufacturer. 

P. What differentiates TD SYNNEX courses from other distributors or certification academies?

R. TD SYNNEX has over 30 years of experience providing training and certification services. TD SYNNEX certified engineers, in addition to having the accreditations to perform the training, are also engineers with field experience. In this way, they can add all the value of their experience in the actual implementation of projects associated with the solutions in which the course/training is given.

P. How can I find out about the courses and prices.

R. You can directly contact the service team in your country/region. If you do not know the local team, you can check here (www.). You can also consult the e-calendar (www. ), which is an online calendar with the dates and prices of scheduled courses. In case you require a course on specific dates, it can also be offered and quoted by the local services team.

Professional Services

P. What are TD SYNNEX professional services?

R. These are services that TD SYNNEX can offer in a complementary way to its partners to support them from the design to the implementation of solutions. If you want to know more about TD SYNNEX professional services portfolio, please click here (www).

P. Do TD SYNNEX services compete with those of the channel? 

R. No, all the services offered are complementary and seek to support the partner in case he does not have the specific experience in any solution or in case his capabilities do not allow him to cover a specific project. The execution of all services is provided under the white label model, doing all the execution on behalf of the partner.

P. What technologies are included in the Services portfolio?

The TD SYNNEX Services portfolio covers a transversal product portfolio including: Networking, Security, Data Center, Data&IA and Cloud.

Support

P. What are TD SYYNEX support services?

R/. They are preventive and corrective services, oriented to give continuity to the proper functioning of the solutions and platform. Like the entire portfolio of TD SYNNEX (ServiceSolv) services, these services are complementary, on demand and delivered on behalf of the partner that requires them (white label).

P. How are TD SYNNEX support services provided?

R. Support services are delivered by a dedicated team of engineers who coordinate all activities through the SOC/NOC network and security operations centers. These centers are physically located in Brazil and Mexico and operate as a service cluster for all of Latin America.

P. How can I quote a TD SYNNEX support service?

R. Each region has a Service Business Consultant, through them you can make your request to be validated and get a quotation. If you do not know the Service Business Consultant in your region, check here (www).

Supply Chain

P. What does supply chain services mean?

R. They are after-sales logistics services that seek to offer solutions for partners in requirements such as: reverse logistics, invoicing agency, warehousing, among others.

P. How does it differ from the logistics of the operations area?

The operations area executes the logistics of products sold by TD SYNNEX. The Supply Chain services of the ServiceSolv portfolio are complementary and adjusted to special after-sales requirements even for products/solutions not necessarily purchased through TD SYNNEX.

EDUCATION

1. Do the courses offered have fixed dates or can they be scheduled according to the company's demand?

We work with fixed calendars for public courses, but we also offer the option of on-demand courses. This allows you to schedule exclusive classes according to your team's availability and strategic objectives.

• Do the instructors have practical experience in the market or only academic experience?

Our instructors are manufacturer-certified professionals with extensive practical experience in real projects. This ensures that the training has direct application in the day-to-day work of the participants.

• Does TD SYNNEX offer ongoing training programs or just one-time training?

We offer both. In addition to occasional training, we create continuous training programs, with progressive learning paths and recycling cycles, ideal for teams that need to be constantly updated.

• Does TD SYNNEX training include pre- or post-course skills assessment?

Yes, we offer pre-diagnostics to identify the level of technical knowledge and, at the end of the courses, we apply evaluations that help measure learning, as well as indicate the next steps for continuous evolution.

PROFESSIONAL SERVICES

1. Is it possible to hire TD SYNNEX professional services only for specific stages of a project?

Yes, our services are modular and can be contracted independently, whether for planning, execution, post-implementation support or any other stage of the IT project lifecycle.

• Can TD SYNNEX work on projects with multiple integrated technologies and manufacturers?

Absolutely. Our team is experienced in multi-vendor environments and is trained to work with integrated solutions. We can support everything from architecture to implementation of complex projects involving different vendors and technologies.

• Are TD SYNNEX services limited to local projects or do they also cover operations in other Latin American countries?

We operate throughout Latin America, with regional coverage and the capacity to coordinate projects in different countries, respecting the needs and regulations of each market.

• Does TD SYNNEX offer technical training associated with service delivery?

Yes, we can include customized technical trainings as part of the project delivery, empowering the client's team to operate the solution autonomously and securely.

• Is it possible to carry out an evaluation of the environment before contracting the complete service?

Yes, we offer advisory services to assess the client's current environment, identify risks and opportunities, and propose the best technical approach before contracting the full service.

• How does TD SYNNEX guarantee the confidentiality of the projects executed through the white label?

We act with total confidentiality and professionalism. Our contracts include strict confidentiality clauses, ensuring that the partner maintains its identity with the end client throughout the execution of the service.

• Is it possible to follow the progress of the contracted service in real time?

Yes, for more robust projects, we offer Project Manager and periodic status reports, which allow the partner to follow every step of the service.

SUPPORT SERVICES

1. Does TD SYNNEX offer support services for hybrid environments (on-premise and cloud)?

Yes, our support services are prepared to serve hybrid environments, offering coverage for both on-premise solutions and workloads in the public or private cloud. This guarantees operational continuity in diverse and constantly evolving technological ecosystems.

• Can I count on TD SYNNEX support during critical project phases, such as migrations and upgrades?

Yes, we offer expert support at critical moments, such as migration windows, system upgrades and structural changes. Our team's proactive performance helps prevent failures and ensures a smooth transition, with minimal impact on the business.

• Is there any support to prevent incidents and failures?

Yes, our support includes preventive services such as proactive monitoring, periodic performance reviews and recommendations for improvements. This allows you to identify vulnerabilities before they become critical incidents, increasing the availability of your operations.

• Does TD SYNNEX offer multilingual technical support?

Yes, we offer multilingual support, including Portuguese, Spanish and English, which facilitates technical communication in regional or international projects, especially in companies with operations throughout Latin America.

• How is the management and escalation of more complex incidents performed in TD SYNNEX support?

Critical incidents are managed through a clear escalation matrix, with real-time monitoring by technical managers. Depending on the severity, we activate specialists or activate local teams to ensure resolution within the contracted SLAs.

• Does TD SYNNEX offer support for manufacturers that do not have a local operation in the country?

Yes, we act as a technical point of contact and field support for manufacturers who do not have a local structure, ensuring continuity of services and support even in the absence of direct operation in the country.

• Is it possible to contract on-demand support packages without a long-term contractual relationship?

Yes, we offer flexible on-demand packages, ideal for customers looking for on-time support or who do not want to commit to lengthy contracts. These packages can be used on an as-needed basis, with agile, customized activation.

• Does TD SYNNEX provide performance indicators and reports for support services?

Yes, our customers and partners receive periodic reports with service KPIs, first contact resolution rate, average response time and incident analysis. This allows for a more strategic and transparent service management.