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.
IS Systems/Network Administrator at a non-profit with 11-50 employees
Nov 16, 2021
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.