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Module 4: Technical Assistance
Follow the Sun
One of the reasons the Cisco TAC has been so successful is because
it supports customers 24 hours a day, seven days a week. The Cisco
TAC does this by using the “Follow the Sun” model. Under
the “Follow the Sun” model, a Cisco TAC representative
on shift treats customer cases at the time the customer’s
call is logged. It really doesn’t matter when or where your
customers are calling from – there will always be a world-class
engineer available to help resolve and issues they may experience.
This type of support substantially reduces down-time and creates
a higher satisfaction rate for customers.
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