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.
