CDW Technology Support Reviews

Name: CDW Technology Support
Brand: CDW
Rating: 4.4 (5 reviews)

Vendor: CDW

4.4 out of 5

5 reviews
100% willing to recommend

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What is CDW Technology Support?

CDW Technical Support is an IT support service. This service offers support for a vast amount of solutions and products. This includes Windows servers, Microsoft applications, Azure Active Directory, Cisco solutions, Office 365, Exchange, and more. CDW Technical Support is quick to respond to all inquiries and provides high-quality support for any kind of application or software issue. This service can as well help configure applications and troubleshoot many issues. Those who provide the support are experts in their fields and provide same-day support. This support is in addition to the support provided by the products’ vendors.

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CDW Technology Support is the #1 ranked solution in top IT Support Services solutions. PeerSpot users give CDW Technology Support an average rating of 8.8 out of 10. CDW Technology Support is most commonly compared to NTT Support Services: CDW Technology Support vs NTT Support Services. CDW Technology Support is popular among the midsize enterprise segment, accounting for 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 48% of all views.

Buyer's Guide

CDW Technology Support

March 2026

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Helped 885,264 peers since 2012

Featured CDW Technology Support reviews

Steve Oyler

Service Delivery Manager at a financial services firm with 501-1,000 employees

When we used them for scheduled project work it worked well. They did everything in the timeframe that we specified. They respond quickly and have the correct technical support on the first call, and if not, they get you to somebody who is the right contact, in a very timely manner. The fact that CDW owns the support relationship and case management from first call to resolution is huge. When we have an issue, we need help, and getting the right person at the right time, when we need it, is critical. Working with CDW's services results in a more personal support experience. The importance of that is the fact that they understand our environment. They can quickly identify the issues we may have, provide recommendations, and get them resolved. In addition, the OEM escalation included in the service is critical. While CDW has support abilities and can provide technical expertise, at times it's out of their hands. That's when we need that escalation to the OEM and, by escalating on our behalf and working through it for us, they are giving us what we need.

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ChrisBennett

Director of Infrastructure at a financial services firm with 51-200 employees

The most valuable aspect is the accessibility. We're able to speak to a resource directly, as soon as we need one. Also, the fact that CDW owns the support relationship and case management is very important. If we have an issue with how the case is progressing, we can go back to one contact to get an update and have them push the issue for us. If you're dealing with multiple people, then it's very easy for one person to say, "Well, I am not dealing with that piece. You need to refer to this person." You speak to that person and they say, "No, no. That's not our area. That's a different department. You need to speak to this area." You end up jumping back and forth between resources and wasting a lot of time trying to figure out why you can't get an answer to your question. [Without CDW] you're being thrown around between different support teams because they don't know how to provide an answer. The OEM escalation that CDW includes in CTS is helpful because there are times when you need to speak directly to the right person at the vendor. You may need access to a development team to help fix a bug, for example. When you need to escalate you can't expect the CDW people to know everything. It's inevitable you're going to get escalated up the actual vendor at some point.

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it_user1719105

Systems Administrator at Steel Technologies LLC

The most valuable aspect of the service is their responsiveness to the issues that we have. When we open up a ticket with them, they're pretty quick to get back to us, within at least 30 minutes or so. It's also good that CDW takes ownership of the support relationship and case management. It's always good to be able to work with one company for technical support, instead of having to rely on getting in touch with additional parties and then having a three-way call. A lot of things can get lost within that communication. We don't have to jump through hoops to get an issue resolved. They take it and work it. And if we need to give them any information, it's relatively easy to do and they're available to get on a call and work with me as well. Another very important aspect is that CDW Technology Support is that it includes OEM escalation because not every company knows everything about every piece of equipment. The original equipment manufacturer knows exactly what's going on. CDW will engage with the OEM and then get us engaged. We don't have to track that down or work with them to get that done.

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CDW Technology Support mindshare

As of March 2026, the mindshare of CDW Technology Support in the IT Support Services category stands at 5.5%, down from 21.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Support Services Mindshare Distribution
Product	Mindshare (%)
CDW Technology Support	5.5%
Concentrix	19.9%
Tech Mahindra Service Desk	19.5%
Other	55.1%

IT Support Services

PeerResearch reports based on CDW Technology Support reviews

Type	Title	Date
Product	Reviews, tips, and advice from real users	Mar 28, 2026	Download

Valuable Features

"Having CDW there as an interface means that we can get to the right resources quicker, and that means that we can get issues resolved more quickly."
"It's been much cheaper, much faster, with less involvement and fewer hours worked by my technicians, and faster resolutions."
"When I've run into show-stopping issues on our phone system, CDW has been able to help me resolve the issues quicker than had I just reached out to SMARTnet by myself."

Room for Improvement

"There are two separate teams that we deal with and we have two separate agreements with CDW."
"At times they think linearly and only engage with the person who set up the call or who submitted the ticket."
"Not that it's bad, but there may be room for improvement in terms of having a more knowledgeable first-level support, someone who is able to fix an issue on the first call, versus having to go to another level of technical support to have it worked on."

Pricing

"The pricing could always be cheaper, but it's very competitive and realistic compared to what we were paying."
"The pricing is okay... We get value for money from the service."
"The service works as well as I would expect it to. It could come down on price, although I'm paying just as much as I would have for the straight-up warranty service from Cisco. So I'm not sure they really could lower the price."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our CDW Technology Support Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews

Construction Company

48%

Healthcare Company

10%

Comms Service Provider

Outsourcing Company

Transportation Company

Manufacturing Company

Media Company

Marketing Services Firm

Financial Services Firm

Government

Retailer

Wholesaler/Distributor

Energy/Utilities Company

University

Educational Organization

Insurance Company

Real Estate/Law Firm

Computer Software Company

Legal Firm

Logistics Company

Performing Arts

Compare CDW Technology Support with alternative products

Learn more about CDW Technology Support

CDW Technical Support Features:

CDW Technical Support has many valuable key features. Some of the most useful ones include:

OEM Escalation - If CDW is unable to support and provide a solution with regard to a specific issue, they will escalate the issue on behalf of their users.

Case Ownership - CDW will take ownership of a case. There will be one point of contact who will support a user’s case. This provides a more personal experience for the users.

Timely Responses - CDW will provide the support needed within the timeframe specified by the user and in a very timely manner.

CDW Technical Support Benefits:

There are many benefits to implementing CDW Technical Support. Some of the biggest advantages the solution offers include:

Accessibility - CDW Technical Support is very accessible. They provide 24/7 support. Users are able to speak to a resource directly as soon as they need to.

Personalized Experience - CDW offers a personal support experience. CDW will first understand a user’s environment and will then quickly identify the issue and resolve it. CDW as well will provide updates upon request. If the user has an issue with how the case is progressing, they can always reach out to CDW and CDW will provide them with the support and updates they need regarding their case.

Reviews from Real Users:

Below are some reviews and insightful feedback written by PeerSpot users currently using CDW Technical Support.

A Service and Delivery Manager at a large financial services firm comments: “Working with CDW's services results in a more personal support experience. The importance of that is the fact that they understand our environment. They can quickly identify the issues we may have, provide recommendations, and get them resolved.”

A CTO at a small tech services company remarks: “CTS works 24/7. That's one of the most valuable aspects for me because if I need assistance for one of our clients, I need assistance now. It's also very important that CDW's service includes OEM escalation.”

A Director of Infrastructure at a small financial services firm says: “The OEM escalation that CDW includes in CTS is helpful because there are times when you need to speak directly to the right person at the vendor. You may need access to a development team to help fix a bug, for example. When you need to escalate you can't expect the CDW people to know everything. It's inevitable you're going to get escalated up the actual vendor at some point.”

Cisco CDW Technology Support

An alternative to Cisco SmartNet Support, CDW has an experienced pool of Cisco-certified professionals to deliver the right solution for you:

More than 700 Cisco-certified sales experts (CSSE 6)
More than 300 Cisco-certified Network/Design associates
More than 200 Cisco-certified Network/Design/Voice professionals
More than 50 Cisco-certified Internet work experts

Microsoft CDW Technology Support

An alternative to Microsoft Premier Support and Microsoft Unified Support, CDW provides top-level, Microsoft-certified engineers on demand and support for the following Microsoft platforms:

Microsoft Server OS
Azure
SQL Server
System Center
Exchange Online
Office 365
Teams
SharePoint Online
Dynamics
Microsoft Endpoint Manager (Intune)
SharePoint Server (on-premises)
Exchange Server (on-premises)

Palo Alto CDW Technology Support

A CDW/Arrow co-branded service backed by the OEM collaborative warranty support service, CDW will take the first call on your behalf to help resolve your warranty/service contract request. We are a one-stop shop for Palo Alto Networks solutions, having attained the broadest range of expertise across multiple technologies.

Palo Alto Networks Authorized Support Center (ASC)
Palo Alto Networks Certified Professional Services Partner (CPSP)

Learn more about CDW Technology Support.

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CDW Technology Support Reviews Summary
Author info	Rating	Review Summary
Service Delivery Manager at a financial services firm with 501-1,000 employees	4.5	We switched to CDW for faster, more personal support, saving $20-25k and reducing our team's burden. They handle complex Microsoft environments and project work well; my only minor concern is their linear engagement on tickets.
Director of Infrastructure at a financial services firm with 51-200 employees	4.0	CDW's CTS streamlines my Microsoft support, saving time through accessible, centralized case management. It's valuable, but I find the two separate CDW support teams confusing and wish for a unified ticketing process for better clarity.
Systems Administrator at Steel Technologies LLC	4.5	I appreciate CDW's rapid responsiveness and effective resolution, including on-site parts and OEM escalation. While first-level support could improve, their engagement provides peace of mind.
CTO at a tech services company with 11-50 employees	5.0	I use CDW Technology Support for client issues, valuing its 24/7 availability and OEM escalation. It's effective for tier-one/two problems. However, for truly deep, tier-three challenges, my experienced team often escalates directly to the vendor.
IS Systems/Network Administrator at a non-profit with 11-50 employees	4.0	I chose CDW over SMARTnet for more personal, faster Cisco support, where they take ownership of issues. It offers better value for the same price, resolving problems quicker and reducing downtime.