Technology Support & Extended Support
Elevate Your Uptime to Amazing Heights.
CDW IT Technology Support offers tailored technology support plans to enhance uptime and manage costs. Need coverage beyond the OEM warranty? CDW Extended support has you covered with continuous break-fix support service.
Maximize Uptime with Custom Technology Support
An unplanned interruption of service in your network can impact the productivity of your business or halt operations. CDW Technology Support services provide custom-tailored Cisco, Microsoft, NetApp and Palo Alto technology support plans, maximizing your business uptime and enabling IT cost containment. Need coverage beyond the original equipment manufacturer (OEM) warranty? CDW Extended Support has you covered with continuous break-fix support services for equipment that may no longer be covered by the manufacturer (N-1 or older) or is approaching end-of-service, providing crucial time for planning before replacing capital-intensive assets.
CDW and Cisco
CDW Technology Support for Cisco
CDW Technology Support - Cisco services are backed by Cisco and Cisco-certified engineers and provide an alternative to Cisco Smart Net Support and Cisco Solution Support, including these advantages and benefits:
- Access to 24x7x365 technical support
- Intelligent first-response troubleshooting, beginning with the first call
- Access to Senior Level Support within a 30-minute response time for critical/high severity cases
- One primary point of contact throughout the support case lifecycle
- Prioritized case handling over traditional hardware/software support
- Multi-vendor Solution Support and coordination with Cisco Alliance Partners
- Solution Support Product Directory - Services (CX) - Cisco
- CDW will escalate to Cisco upon your behalf when necessary
- Continued compliance with Cisco for support requirements
CDW and Microsoft
CDW Technology Support for Microsoft
The CDW Technology Support – Microsoft service provides an alternative to Microsoft Premier Support and Microsoft Unified Support, including these advantages and benefits:
Personalized Engagement
Personalized engagement management guides you from onboarding and kickoff to regular incident review, questions and escalations as needed, giving you the support you need for your Microsoft environment.
Microsoft-Backed Support
CDW Technology Support is backed by Microsoft and Microsoft-certified engineers.
Support Engineering
CDW Technology Support can assist with reactive support issues, advice and best practices, service outages and provide guidance for planned events such as installation of patches or upgrades.
Now with Inscape
Customers now have access to Inscape, a CDW Built cloud and SaaS management platform, as part of their CTS Microsoft engagement.
Supported Platforms
CDW and NetApp
CDW Technology Support for NetApp
CDW Technology Support for NetApp provides enhanced customer warranty support and incident management for covered devices. Get support for your NetApp infrastructure when you need it from technical experts determined to minimize or eliminate any disruption to your operations. Our experts consistently support your hardware and software assets and escalate to the OEM when required to ensure maximum reliability, availability, and performance. NetApp technologies supported include:
CDW and Palo Alto
CDW Technology Support for Palo Alto
The CDW Technology Support – Palo Alto Service provides an alternative to Palo Alto standard, Premium, and Platinum Support for qualified customers, including these advantages and benefits:
Palo Alto-Backed Support
CDW Technology Support for Palo Alto is backed by Palo Alto Networks and Palo Alto-certified engineers.
Support Devices
- Palo PA-220
- PA-5000 series of firewalls
- Palo Alto Networks PA-820, PA-850
- M-200 appliance
- VM-300
- Panorama devices
Hardware Replacement
On-site hardware replacement services are available for covered devices.
Complete IT Support for Your Organization
Our CDW Technology Support suite of services provides cost-effective, high-value alternatives to OEM support for Cisco, Microsoft, NetApp, and Palo Alto Networks support contract customers. All CDW Technology Support services provide the following:
Single Point of Contact
We are your "one hand to shake." CDW serves as a single point of contact for your product, licensing and support service needs. We own your incidents from inception to final resolution.
24x7x365 Support
Our service desk is available all year, wherever and whenever you need us.
First Call Response and Escalations
All incidents are routed through the CDW Service Desk to certified support engineers.
Multiple Communication Options
Initiate incident reports via portal, portal chat, email or phone.
OEM Certified Engineers
Our support team has been delivering OEM-certified support for over 20 years — we can connect you with an elite support engineer with fewer transfers.
ITSM Best Practices
Our ITIL-certified engineers and ServiceNow Services Portal help you maintain IT Service Management (ITSM) best practices and systems.
OEM Integration
The CDW Technology Support Service Desk seamlessly augments the OEM's support capability on your behalf and is fully backed by Cisco, Microsoft, NetApp, and Palo Alto.
Incident Priority
Set your incident priority based on potential business impacts.
Personalized Experience
CDW is a trusted and vested partner in your business.
Competitive Pricing
Our existing OEM support relationships allow us to offer additional support at a cost that works for you.
CTS Services Portal Overview
CDW Extended Support
We Keep Amazing Support Going Past the OEM Warranty
In the dynamic landscape of business technology, planning and budgeting are critical components. The expiration of OEM warranties can have a direct impact on IT spending, and overlooking this aspect can lead to capital-intensive decisions when assets need replacement. This is where CDW Extended Support steps in to streamline and enhance your technology investment strategy.
CDW Extended Support is designed to provide continuous break/fix support services for equipment that may no longer be covered by manufacturers (N-1 or older) or is approaching end-of-service. Leveraging strong partnerships, CDW offers a personalized, reactive support solution that ensures faster response, assignment, and resolution for your business's technology investments.
Receive an Enhanced Support Experience
CDW Extended Support goes beyond traditional support by delivering an enhanced experience with comprehensive incident management for covered devices. When faced with issues related to legacy equipment, CDW becomes the first point of contact, offering a swift and efficient resolution. In cases where hardware replacement is necessary, CDW ensures that an engineer is promptly dispatched to your business.
Avoid Unplanned Expenses
With CDW Extended Support, your business gains a single solution for manufacturer support. This not only saves valuable time for your internal IT staff but also eliminates the need for unplanned expenses associated with hiring an engineer to replace faulty hardware. CDW Extended Support is your assurance that when challenges arise, your IT team won't be left scrambling to source hard-to-find parts online or in the used market.
In essence, CDW Extended Support is more than just a service; it's a strategic partner that empowers your business to navigate the ever-evolving technology landscape with confidence. Invest in CDW Extended Support and ensure that your technology assets receive the dedicated support they need to thrive, even after OEM warranties have expired.
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