Get Support for Workspace Paid Editions

Welcome to Google Workspace. CDW Amplified for Education is dedicated to providing exceptional service to the schools we collaborate with across North America. As a new or existing customer you may have questions about where to go for different levels of assistance and how to initiate that assistance. We are dedicated to providing you with the guidance you need to make the most out of Google Workspace for Education. This article outlines the various elements included in our customer support offering to ensure you have a seamless and satisfying experience.

Here you’ll learn:
How to contact support
Our operating hours
Response time/Service Level Agreement
Self-Service Resources
What is available without a Support Subscription
What is available with a Support Subscription
How support stacks are integrated into the support ecosystem
What we do not support

Contact Support

Our support team is a message away for any inquiries or assistance. Here are the ways you can reach us:

Our Operating Hours

Response time (SLA) is based on Business Hours of Operation.
8:00 a.m. to 7:00 p.m. ET, Monday through Friday, excluding holidays.

Holidays
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Eve Day
Christmas Day

Response Time/Service Level Agreement

Standard support Essentials Support
  • 24 business-hour Service Level Agreement (SLA)
  • Hours are subject to customer acquisition, remaining balance & expiration date one year after purchase.
  • Four business-hour service level agreement (SLA)
  • Unlimited support

 

 

Self-Service Resources

Customers purchasing through CDW Amplified for Education also benefit from exclusive access to a range of complementary learning resources:

What Is Available Without a Support Subscription

When you purchase Google Workspace for Education (Teaching and Learning, Standard or Plus Version) through CDW Amplified for Education, complimentary technical support is available for questions regarding specific functionalities. These include license application, the security center (dashboard and investigation tool), Originality Reports, and advanced Meet features such as attendance reports, breakout rooms, and live streams.

It's important to note that this assistance is limited in scope. For example, specific questions related to the search in investigation, assistance is available without a support subscription. However, for more extensive services such as training on how to use the investigation tool and save queries, or a support stack that utilized these paid options, then a support subscription is necessary.

Additionally, leveraging our Google Premier Partner status, we can escalate any existing Google support case you have submitted without a support subscription.

What Is Available With a Support Subscription

Our current Support Subscription is called Support Essentials; see Getting Started with Support Essentials, and Comprehensive Support Solutions 1 pager.

Opting for a Support Subscription gives you access to assistance with the following topics. This list also applies to support hours.

  • Google Workspace for Education fundamental issues related to core applications
  • Google admin best practices
  • General Admin console assistance
  • Chromebook/Windows Device Management
  • Advanced mobile device management
  • Data loss prevention (DLP) policy set up
  • Google Cloud Directory Sync (GCDS) set up
  • Big Query/Looker Studio
  • Support Stacks

How Support Stacks Integrate Into the Support Ecosystem

Support Stacks are brief engagements with the CDW Amplified for Education Support team with clear deliverables around crucial topics or pain points. They are designed to be short support engagements and can be, as the name suggests, stacked one upon the other, depending on a district’s needs.

Support stacks differ slightly for the needs of K-12 vs. Higher Education. Use the guide below that fits your institution.

See, What are Support Stacks

To learn more, see the full K-12 Support stack list. Click the stack name for full details on the stack, its deliverables, and milestones.

What We Do Not Support

We take pride in being Google Workspace for Education experts, spending countless hours honing and testing our knowledge to provide the best and most relevant support to schools. As such, we are unable to support most other systems or provide custom scripted solutions. For example:

  • Hardware support
  • Non-chrome OS devices (beyond Google settings)
  • Windows Servers/Infrastructure
  • Apps & extensions (beyond settings/troubleshooting)
  • Student Information Systems (SIS), Learning Management Systems (LMS)
  • Custom script (beyond consultation)
  • IDP (beyond Google settings)
  • Network/firewall/wireless setup, settings, & troubleshooting
  • Teacher training
  • Clever

See, Support hour expiration policy

 

Document Version Date Description of Change
1.0 1/3/24 Updated office hours, self guided onboarding to CW LMS links
1.1 1/16/24 Added support solutions PDF to the what is available section

 

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