Item 12 - Email Security and Cybersecurity Awareness Training

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DocuSign Envelope ID:6E5E583C-AE8C-4945-A183-9F3A4F2397EC 49 Are there any geographic regions of the United Our ability to provide certified technicians across geographic areas is driven States or Canada (as applicable) for which you by the warranty coverage selected by the Sourcewell Member. In most cannot provide a certified technician to perform cases, warranty support is fulfilled directly by the manufacturer and will vary warranty repairs? How will Sourcewell on a case-by-case basis. Should a Sourcewell Member opt to enhance the participating entities in these regions be provided standard manufacturer warranty, CDWG has access to certified resources service for warranty repair? through in-house technical and strategic local partnerships across the U.S. and Canada. We are committed to coordinating OEM warranties, CDWG resources, and our services partner ecosystem to address the needs of Sourcewell Members. We will continue working with Sourcewell Members to identify the best-value solution regarding warranty coverage; response times and service-level agreements (SLAs) may vary by location. Sourcewell Members can be confident they will know what they are buying and will be provided with clear instructions on the coverage and how to activate warranty claims. 50 Will you cover warranty service for items made by In instances where Sourcewell Members choose the standard manufacturer other manufacturers that are part of your proposal, warranty, the responsibility for warranty services on those items is with the or are these warranties issues typically passed on manufacturer. To ensure manufacturer warranty expectations are met, CDWG to the original equipment manufacturer? has a defined escalation process with our partners to ensure technical support is provided by the manufacturer according to the agreed upon SLAs. In those instances where CDWG provides enhancement to the standard manufacturer warranty, we take responsibility for meeting agreed upon SLAs and delivering the full customer experience. 51 What are your proposed exchange and return Should Sourcewell Members require an exchange or return, CDWG requires programs and policies? an RMA number for all returned merchandise. All products must be returned 100 percent complete, including all original boxes, packing materials, manuals, blank warranty cards, and other accessories provided by the manufacturer. All returns should be initiated within 30 days of the date of invoice. For returns initiated after 30 days, fees may apply. Sourcewell Members should engage their account manager for any questions, issues, and concerns around support. By contacting their account manager to initiate the return process, Sourcewell Members will receive individualized support that ensures the best outcome. CDWG account managers, and our customer support teams, facilitate and track all returns and deal with RMAs daily. CDWG also offers Customer Relations service at 866-SVC-4CDW or at customerrelationsreturns@cdw.com for customers to obtain an RMA before shipping product back to CDWG. When returns cannot be made directly to CDWG, a Sourcewell Member's account manager can advocate on their behalf with the OEM regarding exchanges, returns, or any aspect of their IT investment. However, in all instances when CDWG makes an error, we will cover return costs. Credit is issued the following day after the product is received into our warehouse. Credit form is based on the initial method of payment. Credit card refunds will be issued back to the credit card. Net terms refunds will be placed on the account for the customer to use towards invoices or a Sourcewell Member can request a check be sent to them. Bid Number: RFP 121923 Vendor Name: CDW Government LLC