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.
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.
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.
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.
Please share with the community what you think needs improvement with CDW Technology Support. What are its weaknesses? What would you like to see changed in a future version?
CTO at a tech services company with 11-50 employees
Nov 18, 2021
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.
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.
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.
The most valuable aspect is the accessibility. We're able to speak to a resource directly, as soon as we need one.
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.
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.
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.