Higher Education Comprehensive Support Solutions

Levels of Assistance and Supported Topics

We have designed our support offerings to meet the unique requirements of educational institutions, ensuring that Google’s suite of applications operates securely and effectively. Additionally, we provide dedicated support for CDW Education SaaS tools, such as the Gopher Tools, Little SIS and others. Our team of experts is readily available to assist you in setting up and utilizing these tools, helping to boost your institution'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, or email support at [e-mail].

Levels of Support

Essentials Support

• 4 business-hour service level agreement (SLA) 
• Unlimited support 
• PLUS a Google for Education Audit with a customized Roadmap 
• AND Membership to the CDW Education Collaborative

Basic Support

• 24 business-hour service level agreement (SLA) 
• Unlimited support 

Standard Support

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

Note: Business Hours of Operations 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 & 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. See the full support statement for Google Workspace. 

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, Device Settings, Android Apps, User & Browser Settings, Android Device Settings & Support, Apps & Extensions, OS Settings & Support, Printing, Chromebook Deprovisioning, Device Deployment/Enrollment, General Reporting. 
• Core App - General support: Vault, Chat, Classroom, Drive, Sites, Calendar, Meet. 
• Core App - Classroom: Originality Reports, Clever (enable only) (Clever Support is conducted by Clever). 
• Core App - Drive: Data Transfer between Accounts, General Support. 
• Core App - Gmail: Content Compliance/Objectionable Content, Dual Delivery, Confidential Mode, Email Signature, Mail Forwarding, GSSMO, Mail Routing, Spam Support, Phishing, Migration Support, Quarantine Whitelist, SMTP Relay, Restricted Delivery, Walled Garden Setup & Support, SPF, DMARC, DKIM and MTA-STS Setup & Best Practices, General Support. 
• Core App - Meet: Quality Tool, Meet Log Events, General Support (Configuration Staff vs. Student).
• Directory: General Support. 
• Directory Sync: LDAP. 
• Domain: Name Change, Recovery, DMARC Setup & Best Practices, DNS Settings (as pertains to GWFE), Alias Configuration, SPF. 
• GAM: Installation Support, Syntax/Command Support, General Support. 
• Groups: General Support, Dynamic Groups. 
• Licensing: Enterprise Trial Setup, Google TOS, GWFE Licensing, Voice Licensing Support, Legacy Tool Lic Change. 
• 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: 2 Factor Authentication, API Settings, Basic Settings, Password Management, SAML, SSO, Context Aware Access, DLP General Setup & Support, DLP Objectionable Content, Identity Management/IdP, SSO ADFS, Security Center/Investigation Tool, Security Center/Dashboard, Security Center/Health. 
• Support Stacks: Support Stacks are 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 Pack, Group Gator, Gopher for Gmail, Little SIS Premium, Gopher for Groups, Little SIS Web, Gopher for Chrome, Managed Sync, Gopher for Chrome Premium (Gopher Buddy, Gopher for Drive, Local Hero, Gopher for Users, CDW for Education Licensing Tool. 

• User Provisioning: Azure Provisioning, GCDS Server Support, GAM Setup, GCDS Setup, General Support, GCDS Support, GSPS, GAM Training, GFE Sync Support, GFE Sync Updates. 

  Note: GCDS and GFE Sync Support are only available to existing Essentials Support Customers and Standard Support Customers who have already acquired hours prior to November 6, 2023. All other customers must work with their GCS to acquire this service.