The CDW team stays fully engaged until our issues are completely resolved. That's what we're paying for. If they weren't doing that, then we wouldn't be happy with the service. When escalating into Microsoft, it does still take time to get to the right resource, but that might be more of a Microsoft thing rather than CDW. I'm not sure there's anything else CDW could do to make it faster. The process does take a while. Support tickets stay open until they get resolved. Sometimes it can take longer, but it's not really down to CDW as much as the supplier, Microsoft. My advice would be regarding expectations, what you expect to get out of the service. CDW is not going to provide all the answers. You are still relying on the vendor to solve your problems, but they make the process smoother.
The RMA service from CDW includes on-site hardware replacement, through a third-party company. I don't think CDW has people in-house who do it. We've had pretty good luck with that so far. There have been a few issues with getting our equipment to them, getting them out there on-site, but nothing that has caused us a problem so far. Overall, CDW is doing a super job. We're happy with them.
If you have people who don't really know what they're doing, who are not experts and don't have a lot of experience with your technology, CDW Technical support is a definite "yes." But if you have people with a lot of experience and they come across really deep problems, CTS is probably not what you want. In that case, you probably want your people to go directly to the vendor. CDW engineers are very professional, no questions asked. I don't have any complaints. I personally know the engineers who are working on the cases. They are really perfect guys. They give 100 percent.
My advice is that if you're looking at supporting Cisco products with SMARTnet, CDW Technical Support is a no-brainer. The only reason I don't want to rate it a nine or a full 10 out of 10, is simply that my usage of CTS is so rare. I probably use it once every three months or so. If I needed to interact more with the CTS team, there's a possibility I might come up with more issues or have a negative experience. But my experience with them is so infrequent that I can't really give them a higher score.
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...
The CDW team stays fully engaged until our issues are completely resolved. That's what we're paying for. If they weren't doing that, then we wouldn't be happy with the service. When escalating into Microsoft, it does still take time to get to the right resource, but that might be more of a Microsoft thing rather than CDW. I'm not sure there's anything else CDW could do to make it faster. The process does take a while. Support tickets stay open until they get resolved. Sometimes it can take longer, but it's not really down to CDW as much as the supplier, Microsoft. My advice would be regarding expectations, what you expect to get out of the service. CDW is not going to provide all the answers. You are still relying on the vendor to solve your problems, but they make the process smoother.
The RMA service from CDW includes on-site hardware replacement, through a third-party company. I don't think CDW has people in-house who do it. We've had pretty good luck with that so far. There have been a few issues with getting our equipment to them, getting them out there on-site, but nothing that has caused us a problem so far. Overall, CDW is doing a super job. We're happy with them.
If you have people who don't really know what they're doing, who are not experts and don't have a lot of experience with your technology, CDW Technical support is a definite "yes." But if you have people with a lot of experience and they come across really deep problems, CTS is probably not what you want. In that case, you probably want your people to go directly to the vendor. CDW engineers are very professional, no questions asked. I don't have any complaints. I personally know the engineers who are working on the cases. They are really perfect guys. They give 100 percent.
My advice is that if you're looking at supporting Cisco products with SMARTnet, CDW Technical Support is a no-brainer. The only reason I don't want to rate it a nine or a full 10 out of 10, is simply that my usage of CTS is so rare. I probably use it once every three months or so. If I needed to interact more with the CTS team, there's a possibility I might come up with more issues or have a negative experience. But my experience with them is so infrequent that I can't really give them a higher score.