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Cisco Focused Technical Support Services

Priority Service for Faster Issue Resolution

Cisco Focused Technical Support Services deliver the premium service needed to manage large or sophisticated Cisco networks critical to business operations.

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Overview

Three levels of service offer increasingly personalized attention and service for your Cisco network. Each service level extends the coverage of the previous level. Network-level issues may be resolved up to 6 times faster with the three combined levels of high-touch services.1
1. Results from statistical analysis of 160,000 case records, FTS Market Study, Fishman Consulting, August 2008

Cisco Focused Technical Support Services

Cisco High-Touch
Engineering Service
(Third level - optional add-on to second level)

Cisco High-Touch
Technical Support Service
(Second level - optional add-on)

Cisco High-Touch
Operations Management Service
(First level - standard offering)

Customer must have valid SMARTnetor SP based contracts on all oftheir network equipment.


Cisco High-Touch Operations Management Service

Level 1: Augment your staff with a dedicated operations manager eight hours a day, five days a week to expedite issue resolution, identify measures to help prevent issues from recurring, and manage service requests to closure.


Cisco High-Touch Technical Support Service

Level 2: Access a designated team of specialized Cisco engineers to respond to your needs 24 hours a day, seven days a week for rapid issue resolution and recommendations to improve network operations.


Cisco High-Touch Engineering Service

Level 3: Receive custom network diagnostics from an assigned Cisco network engineer whose expertise is aligned with your needs and is available eight hours a day, five days a week. You receive in-depth network analysis to isolate root cause of problems, software version referral in response to events on the network, recommendations for corrective and preventative action, and on site visits.


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