CDW AMPLIFIED™ SUPPORT
CDW Technology Support
An unplanned interruption of service in your network can impact the productivity of your business or halt operations. CDW IT support services provide custom-tailored Cisco, Microsoft and Palo Alto technology support plans, maximizing your business uptime and enabling IT cost containment.
Amplify your uptime.
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 and Palo Alto Networks support contract customers. All CDW Technology Support products 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.
The CDW Technology Support Service Desk seamlessly augments the OEM's support capability on your behalf and is fully backed by Cisco, Microsoft and Palo Alto.
Our service desk is available all year, wherever and whenever you need us.
Set your incident priority based on potential business impacts.
First Call Response and Escalations
All incidents are routed through the CDW Service Desk and routed to certified support engineers.
CDW is a trusted and vested partner in your business.
Multiple Communication Options
Initiate incident reports via portal, portal chat, email or phone.
Our existing OEM support relationships allow us to offer additional support at a cost that works for you.
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.
CTS Services Portal Overview
The CDW Technology Support - Cisco Service provides an alternative to Cisco SmartNet Support, including these advantages and benefits:
On-site hardware replacement services are available for covered devices.
CDW Technology Support - Cisco is backed by Cisco and Cisco-certified engineers.
Personalized engagement management guides you from onboarding and kickoff through monthly incident review and questions and escalations as needed.
CTS is backed by Microsoft and Microsoft-certified engineers.
Flex Engineering Support
Get support for scheduled events such as the installation of patches and support for upgrades and planned outages.
Starting at 40 hours, get reactive platform support, outage support or scheduled engineering support.
- Microsoft Server OS
- SQL Server
- System Center
- Exchange Online
- Office 365
- SharePoint Online
- Microsoft Endpoint Manager (Intune)
- Sharepoint Server (on-premises)
- Exchange Server (on-premises)
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 Palo Alto is delivered by Arrow and backed by Palo Alto Networks and Palo Alto-certified engineers.