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DocuSign Envelope ID:6E5E583C-AE8C-4945-A183-9F3A4F2397EC <br /> 52 Describe any service contract options for the In addition to services included with purchase, Sourcewell Members may <br /> items included in your proposal. choose from a range of service options available through CDWG (fees may <br /> apply), including the following offerings: <br /> A collaborative warranty support service backed by select valued <br /> OEMs for faster resolution and a more personal experience. For Sourcewell <br /> Members' software, licensing, and hardware devices, CDWG takes the first <br /> call to resolve the issue and, if needed, provides an onsite break/fix <br /> replacement. If escalation to the manufacturer is needed, CDWG does that <br /> on the Sourcewell Members' behalf. <br /> An extended service/help desk, where a phone number is provided to <br /> engage and provide support. This option is useful for Sourcewell Members <br /> who may not have a robust IT support program and seek a third-party <br /> solution. <br /> Technical support (U.S.-based help) for five years from purchase <br /> through either phone or chat (Monday through Friday from 7a.m. to 6 p.m. <br /> CT) or email (reply within 24 hours). <br /> CDW Product Protection through Safeware, a fully licensed insurance <br /> agency as well as a Third-Party Administrator. Services feature extended <br /> warranty and service plan solutions, covering many types of hardware <br /> products, including laptops, tablets, and printers/scanners. <br /> Cisco SMARTnet Service, an award-winning technical support service <br /> that gives Sourcewell Members' IT staff direct, anytime access to Cisco <br /> experts and online self-help resources required to resolve issues with most <br /> Cisco products. Our dedicated Cisco SMARTnet team has 56 specialists — <br /> the largest such team in the industry — with more than 570 combined years <br /> of experience working with SMARTnet contracts. We have in-depth <br /> knowledge of Cisco's internal SMARTnet tools and can also provide support <br /> with contract consolidation, co-terming all assets and net new, site <br /> consolidation, decommission gear, and customized pain point resolution. <br /> CDWG's exclusive web portal, SMARTtracker, will streamline the <br /> management of your SMARTnet Total Care contracts 24x7x365, not just at <br /> renewal time. SMARTtracker is a key strength of our offering that provides <br /> value-added benefits when combined with the expertise and support of our <br /> SMARTnet Total Care Specialist team. <br /> Table 913: Performance Standards or Guarantees <br /> Describe in detail your performance standards or guarantees, including conditions and requirements to qualify, claims procedure, and <br /> overall structure. You may upload representative samples of your performance materials (if applicable) in the document upload section <br /> of your response in addition to responding to the questions below. <br /> Line Question Response' <br /> Item <br /> Bid Number: RFP 121923 Vendor Name: CDW Government LLC <br />