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.
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 SMARTnet or SP based contracts on all of their 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.
Cisco Focused Technical Support Services Overview
