Module 4: Technical Assistance

Case Study

Now that you have learned more information about Cisco TAC, it’s time to take a look at a real-life example of a success story involving the Cisco TAC. The case study on the following two pages contains a success story which encompasses the account name, background, initiative, solution and success associated with an actual client who used Cisco TAC. An initiative explains the customer’s desired improvement or need. Subsequently, a solution was developed to adhere to the customer’s initiative. Finally, the Result depicts how the solution was achieved.

Background

Sonera is known as a pioneer in research and development; the company introduced the first Frame Relay service in Europe and launched the first public service based on Asynchronous Transfer Mode technology, called DataNet ATM. With the help of Cisco Systems, Sonera set up the world's first public local-area network interconnection service in 1989.

Initiative

When Sonera contemplated expanding services to include Internet, intranet, and extranet capabilities for DataNet ATM's corporate customers, the company was determined to maintain a high level of service, support, and reliability during this potentially risky transition.
To be able to accomplish all of these goals, Sonera needed a solution that would:

		Guarantee maximum network uptime.
		Ensure dependable services for a growing customer base.
		Provide vital backup for Sonera's in-house support.

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