CDW Technology Support Reviews

Name: CDW Technology Support
Brand: CDW
Rating: 4 (5 reviews)

Vendor: CDW

4.4 out of 5

5 reviews

What is CDW Technology Support?UNIXBusinessApplication
Price:

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

September 2023

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Helped 734,678 peers since 2012

Featured reviews

ChrisBennett

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

Jan 18, 2022

There are two separate teams that we deal with and we have two separate agreements with CDW. One team is supporting Office 365. We get that as part of the subscription. And the other team in the CTS environment is supporting our Microsoft paid support. But it's a little confusing having two separate resources. We have run into a situation where we opened a case that we thought was for the paid support, but it turned out it needed to be dealt with by the Office 365 team. There was some confusion as a result, and the information had to be passed around. It was unclear who should have been handling the issues. It would be much easier if we had one way of opening tickets with CDW, because we see the service as coming from CDW. We don't see it as two separate entities. Then CDW would deal with things internally, figuring out who should do what, rather than expecting us to know which team should handle it.

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Steve Oyler

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

Mar 1, 2022

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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Dan Cox

Systems Administrator at Steel Technologies LLC

Nov 18, 2021

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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Pricing

"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."
"The pricing is okay... We get value for money from the service."
"The pricing could always be cheaper, but it's very competitive and realistic compared to what we were paying."

Valuable Features

"One aspect of the service that is pretty important is that CDW takes ownership of the support relationship and case management. It's nice to have one guy to deal with, instead of the shift-work support that you get with SMARTnet. It's a more personal support experience."
"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."
"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."

Room For Improvement

"CTS is very good for tier-one and tier-two problems. As soon as there's something really deep, something that is tier-three, it probably needs to be escalated to the vendor."
"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."
"There are two separate teams that we deal with and we have two separate agreements with CDW. One team is supporting Office 365. We get that as part of the subscription. And the other team in the CTS environment is supporting our Microsoft paid support. But it's a little confusing having two separate resources... It would be much easier if we had one way of opening tickets with CDW..."

Pricing

"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."
"The pricing is okay... We get value for money from the service."
"The pricing could always be cheaper, but it's very competitive and realistic compared to what we were paying."

Valuable Features

"One aspect of the service that is pretty important is that CDW takes ownership of the support relationship and case management. It's nice to have one guy to deal with, instead of the shift-work support that you get with SMARTnet. It's a more personal support experience."
"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."
"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."

Room For Improvement

"CTS is very good for tier-one and tier-two problems. As soon as there's something really deep, something that is tier-three, it probably needs to be escalated to the vendor."
"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."
"There are two separate teams that we deal with and we have two separate agreements with CDW. One team is supporting Office 365. We get that as part of the subscription. And the other team in the CTS environment is supporting our Microsoft paid support. But it's a little confusing having two separate resources... It would be much easier if we had one way of opening tickets with CDW..."

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.

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.