Microsoft Support From CDW: Flexible Options Built Around How You Work

Microsoft environments rarely stand still. As organizations adopt cloud services, modernize applications and expand collaboration platforms, support needs evolve alongside them. Some teams require licensing assistance and day-to-day troubleshooting. Others need operational guidance, project expertise or long-term cloud management.

CDW supports Microsoft customers at every stage of that journey by offering a portfolio of support and services that can be used independently or together — allowing organizations to align support to how they work today while keeping the flexibility to adapt tomorrow.

For customer’s who purchase Microsoft 365 subscriptions and Azure consumption through CDW’s Cloud Solution Provider (CSP) program, support begins with included break/fix support at no additional cost. This is available exclusively to CSP customers for all cloud-related M365 applications and Azure consumption.

CSP Support for M365 acts as an entry point helping organizations with administrative technical support for their M365 applications while enabling a pathway to additional services as technical, operational, or strategic needs increase. M365 CSP Support is 24x7x365 and U.S. Based.

Azure CSP customers will receive 8x5 support at no additional cost with our Basic tier. Azure CSP customers can move to the Essentials managed service tier for 24x7 support at an additional cost on top of their Azure consumption.

While CSP support is limited to customers who purchase their cloud solutions through CDW’s CSP Program, all customers can leverage CDW’s broader Microsoft support and services portfolio described below.

CDW Technology Support (CTS) for Microsoft provides reactive, break/fix incident support across core Microsoft technologies such as Microsoft 365, Azure, Exchange, Teams, SharePoint, SQL Server and Dynamics.

Who it’s for:

Organizations looking for dependable technical support to quickly resolve issues and minimize downtime

What it provides:

• A single point of contact for Microsoft incidents
• Intelligent first-response troubleshooting and escalation
• Support for both cloud and hybrid environments
• Predictable coverage through pre-purchased support hours

Why customers choose it:

CTS forms a solid foundation for Microsoft support, helping IT teams maintain stability while reducing the time and effort required to manage incidents internally. For CDW’s CSP customers who have included break/fix support, CTS provides supplemental support hours to cover their on-premises and hybrid environments. Because of this, CSP customers can start a CTS contract at just 20 hours.

As Microsoft environments mature, many organizations need more than reactive support. CDW’s On-Demand Engineering (ODE) services extend beyond break/fix to deliver hands-on operational and administrative assistance.

Who it’s for:

Teams that need ongoing help managing, configuring and optimizing Microsoft 365 and Azure environments

What it provides:

• Tenant administration and configuration
• Identity, access and security management
• Operational support for Microsoft 365 services
• Advisory guidance aligned to business priorities

Why customers choose it:

ODE offers flexibility. Customers purchase blocks of hours and decide how to use them — enabling support to scale up or down without long-term commitments or rigid engagement models.

For customers running workloads in Azure, support often extends beyond incidents or configuration tasks. CDW’s Managed Azure services provide ongoing operational oversight to help organizations balance performance, cost, security and governance.

Who it’s for:

Organizations that want consistent management of their Azure environments without overloading internal teams

What it provides:

• Day-to-day cloud operations
• Monitoring and optimization
• Security and governance alignment
• Cost visibility and usage management

Why customers choose it:

Managed Azure services help customers operate Azure more efficiently and strategically, freeing IT teams to focus on innovation rather than maintenance. Azure Essentials Managed Service provides customers with 24x7x365 support, as well as a dedicated technical account manager.

Many Microsoft initiatives require project-based expertise — whether migrating workloads, deploying new platforms or modernizing existing environments. CDW Professional Services complement support offerings by delivering planned, outcome-driven engagements.

Who it’s for:

Organizations tackling complex Microsoft initiatives that extend beyond operational support

What it provides:

• Microsoft 365 and Azure implementations
• Tenant-to-tenant migrations
• Cloud and security assessments
• Health checks and readiness evaluations
• Copilot workshops
• Architecture and modernization projects
• And more

Why customers choose it:

Professional Services allow customers to move seamlessly from planning to execution, without introducing additional vendors or handoffs.

Technology success ultimately depends on people. CDW’s Workforce Development (WFD) Training Credits help organizations turn technology investments into real-world outcomes through instructor-led, role-based training.

Who it’s for:

Organizations focused on adoption, enablement and skills development across end users, IT teams and business executives

What it provides:

• Microsoft training, including modern workplace, cloud, security and Copilot adoption
• Interactive instructor-led sessions
• Virtual or in-person delivery
• A flexible training credit model

Why customers choose it:

Unlike training models limited to a single platform, WFD supports a multi-vendor ecosystem that includes Microsoft, Cisco, Palo Alto Networks, AWS, NetApp, Fortinet and more. This allows customers to invest in one training approach that supports their entire IT environment. The WFD team sees training as a strategic accelerator of technology outcomes, not a standalone activity, by embedding technical enablement directly into clients’ transformation initiatives. By integrating training into the project lifecycle, organizations reduce risk, improve time to value and ensure their business can confidently operate, optimize and scale their technology investments long after implementation.

No two organizations have the same Microsoft needs, and those needs change over time. CDW’s approach to Microsoft support is designed to be modular, flexible and scalable, allowing customers to combine CSP Support (where applicable), CTS, ODE, Managed Azure, Professional Services and Workforce Development into a model that fits their environment today and evolves for tomorrow.

Rather than forcing support into a single structure, CDW helps organizations build a Microsoft support strategy aligned to how they work and how they plan to grow.