K-12 Comprehensive Support Solutions

Levels of Assistance and Supported Topics

CDW Education's support offerings are designed to meet the unique requirements of K-12 organizations, and ensure that Google's suite of applications and our SaaS tools operate securely and effectively. Our team of experts is readily available to assist you in setting up and utilizing these solutions, helping to boost your school's productivity and efficiency.

In this article, you will learn:

How To Submit a Support Ticket 
Levels of Support 
Support For Paid Edition Google Workspace Customers 
Topics CDW Education Supports 

How To Submit a Support Ticket

Access the Submit a ticket link at the top of the CDW Amplified for Education Help Center page 
OR
Email support at [e-mail].

Levels of Support

Essential Support*

• 4 business-hour service level agreement (SLA)***
• Unlimited technical support with 24/7 AI Support Agent
• Help Center access
• A Google for Education Audit with a customized Roadmap
• Membership to the CDW Education Collaborative

*Includes User Provisioning Support

Basic Support**

• 24 business-hour service level agreement (SLA)***
• Unlimited technical support with 24/7 AI Support Agent
• Help Center access

**Does not include User Provisioning Support

Standard Support

• 24 business-hour service level agreement (SLA)***
• Hours subject to customer acquisition, remaining balance and expiration date one year after purchase

***Note: Business hours of operation are from 8:00 a.m. to 7:00 p.m. ET (Monday through Friday). SLA is based on business hours of operation.

Support For Paid Edition Google Workspace Customers

In addition to the above support, on all paid editions (Standard, Teaching and Learning, and Plus), we will provide free support on all paid features as defined below.

Support is available for CDW Amplified for Education's Google Workspace paid edition customers related to licensing, provisioning, the Security Center, Originality Reports and advanced Meet features (attendance reports, breakout rooms and livestreams) without a support contract by emailing [e-mail]. We can also use our Google Premier Partner status to escalate an existing Google support case.

Topics CDW Education Supports

• Additional Apps: YouTube, Takeout.
• Admin Roles: General Support, Custom Admin Roles.
• BigQuery: Setup and Support, Integration with Looker Studio.
• Chrome: Device Licenses, Android Apps, Android Device Settings & Support, Apps & Extensions, Chromebook Deprovisioning, Device Deployment/Enrollment, Device Settings, User & Browser Settings, OS Settings & Support, Printing, General Reporting.
• Core App - General Support: Vault, Chat, Sites, Calendar, Classroom, Drive, Meet.
• Core App - Classroom: Originality Reports, Clever (enable only; Support conducted by Clever).
• Core App - Drive: Data Transfer between Accounts, General Support.
• Core App - Gmail: Content Compliance/Objectionable Content, Confidential Mode, Mail Forwarding, Mail Routing, Phishing, Quarantine Whitelist, Restricted Delivery, Walled Garden Setup & Support, General Support, Dual Delivery, Email Signature, GSSMO, Spam Support, Migration Support, SMTP Relay, SPF, DMARC, DKIM, and MTA-STS Setup & Best Practices.
• Core App - Meet: Quality Tool, Meet Log Events, General Support (Configuration Staff vs. Student).
• Directory: General Support.
• Directory Sync: LDAP.
• Domain: Name Change, Recovery, Alias Configuration, DMARC Setup & Best Practices, DNS Settings (as pertains to GWFE), SPF.
• GAM: Installation Support, Syntax/Command Support, General Support.
• Gemini Education Support: Versions of Gemini Education, General Support.
• Groups: General Support, Dynamic Groups.
• Licensing: Enterprise Trial Setup, Google TOS, GWFE Licensing, Voice Licensing Support, Licensing Tool.
• Miscellaneous: Admin Console, Google Marketplace (Chrome or Android), Google Play Support (Chrome or Android), Workspace Plus, Billing & Renewals (CDW/AIT).
• Mobile & Endpoint: Certificate Cloud Connector, Devices & Settings (iOS, Windows, Android), Google Credential Provider for Windows, MDM, Network Settings/VPN, Universal Settings.
• Networks: Wi-Fi/VPN/Ethernet/EAP/TLS Authentication.
• OU Structure: Setup/Best Practices.
• Reporting: Admin Console Reporting.
• Security: Two-Factor Authentication, API Settings, Basic Settings, Context Aware Access, DLP General Setup & Support, DLP Objectionable Content, Identity Management/IdP, Password Management, SAML, SSO / SSO ADFS, Security Center (Investigation Tool, Dashboard, Health).
• Support Stacks: Brief and predefined engagements with our Google IT Specialists, designed to
  equip institutions with clear deliverables that solve common domain challenges. The link to the left will
  provide a list of stacks, and each stack has a link to exactly what will be delivered upon completion of
  the stack. 
• SaaS Tools: Centipede, Event-o-Matic Support (break/fix only), Gopher for Gmail, Gopher for Groups, Gopher for Chrome, Gopher for Chrome Premium, Gopher for Drive, Gopher for Users, Gopher Pack, Group Gator, Little SIS Premium / Little SIS Web, Managed Sync, Local Hero, CDW for Education Licensing Tool.
• User Provisioning: Azure Provisioning, GAM Setup, General Support, GSPS, GAM Training, GCDS Server Support, GCDS Setup, GCDS Support, GFE Sync Support, GFE Sync Updates.

****Please note: GCDS Support and GFE Sync Support are only available to existing Essentials customers. User Provisioning Support is not included with Basic Support. All other customers must work with their Customer Success Specialist to acquire a product for these services.

For questions or to discuss your support options, contact a Google Customer Success Specialist.