Cisco IronPort is dedicated to providing a superior Customer Support experience. Our Service Request Processes enable us to deliver an unforgettable service experience to all of our customers though a systematic approach to handling Service Requests. We leverage the Service Request priority combined with our service level agreements and escalation process to ensure effective problem resolution. The components of the Cisco IronPort Service Request Processes, described below, establish a means for the Customer Support Team to meet and exceed customer expectations.
Service Request Priority Level Definitions
Cisco IronPort's Service Request priority level definitions are used to assist in the prioritization of handling Customer Support Service Requests. We leverage the priority level set on Service Requests submitted via the Cisco IronPort Support Portal. Please use the guide below to assist in selecting the appropriate priority level. Please note that Cisco IronPort reserves the right to modify the priority levels below and upgrade or downgrade the priority level of a Customer Support Service Request at any time.
| Priority Level | Application/Appliance Status | Impact on Business Operations | Issue Description |
|---|---|---|---|
| Priority 1: Critical | Down | Severe | Operation Stopped |
| Priority 2: High | Up | Significant | Operation Restricted |
| Priority 3: Medium | Up | Minor | Work Around Available |
| Priority 4: Low | Up | Little/No | Feature, information, documentation, & how-to requests |
Service Level Agreements (SLAs)
Cisco IronPort's Customer Support Team follows service level agreements according to the priority level of the Customer Support Service Request. Our SLAs provide a basis for timely responses. Please note that our SLAs apply only during the Customer Support office hours.
| Priority Level | Acknowledgement* | Response** |
|---|---|---|
| Priority 1: Critical | < 1 hour | < 1 Hour |
| Priority 2: High | < 1 hour | 4 hours |
| Priority 3: Medium | < 1 hour | 1 day |
| Priority 4: Low | < 1 hour | 1 day |
* Customer is contacted by e-mail, web, or phone to confirm the receipt of a Service Request.
** Customer is contacted by e-mail, web, or phone to gather additional information about the Service Request and determine the necessary steps to reproduce the issue.
Escalation Process
Cisco IronPort's technically skilled Customer Support Team has a structured escalation process which ensures that the appropriate engineers are assigned to respond to Service Requests efficiently and effectively. We use our escalation process as a guide to responding to Service Requests and treat each Service Request uniquely to ensure that we best address the issues at hand.
Priority 1: Critical
- The Service Request is assigned a Customer Support Engineer who is identified to the customer.
- The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.
- The customer contact who opened the Service Request is designated as the primary contact unless otherwise requested by the customer.
- A Support Manager is notified by the Customer Support Engineer after the Service Request is verified as Priority 1.
- Status on the Service Request is reviewed by the Support Management Team daily until a resolution is delivered.
Priority 2: High
- The Service Request is assigned a Customer Support Engineer who is identified to the customer.
- The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.
Priority 3: Medium
- The Service Request is addressed by the Customer Support Team who is responsible for delivering a response.
Priority 4: Low
- The Service Request is addressed by the Customer Support Team who is responsible for delivering a response.