Cisco Technical Services Overview. Presenter: Greg Gabinete Date: Sept

Transcription

1 Cisco Technical Services Overview Presenter: Greg Gabinete Date: Sept

2 Agenda Cisco Technical Services Cisco Global TAC Requesting Support and Service Requests Service Capabilities Q&A

3 Who is Technical Services? Functional Groups that support Service Requests Customer Interaction Network (CIN) Entitlement Technical Assistance Center (TAC) TS Advantage (Premium Support) Technical Services Services Supply Chain (RMA) Licensing

4 Global TAC Support

5 Cisco Technical Assistance Centers (TAC) San Jose Richardson Mexico City Boxborough RTP Brussels Munich Moscow Krakow Amman Gurgaon Beijing Seoul Tokyo Shanghai Costa Rica Barranquilla Bangalore Rio De Janeiro TAC Support Capabilities: 180+ countries, 24 TAC facilities, 17+ languages 2600 professionals averaging 5+ years industry experience 450,000+ service requests handled quarterly Global Center Regional Language Center 24-Hour Hardware Replacement coverage Sydney

6 Technical Assistance Center Team Resolve Issues Fast to Maintain System Performance Team Attributes Highly-trained network/application software engineers worldwide Computer science/electrical engineering degrees; average 5 years industry 730+ CCIE professionals; 2600 professionals; 400 patents issued Continuous technical training averaging 32 hours/quarter; Kepner-Tregoe adaptive troubleshooting Expertise in a broad array of complex and diverse technologies TAC Support Capabilities: 180+ countries, 24 TAC facilities, 17+ languages Value Timely, accurate issue resolution from highly qualified experts with a rich history of innovation Goals Customer Satisfaction Timeliness Resolution Certifications

7 Service Delivery Model Right Expert + Global TAC Features Intelligent routing matches issue to right TAC expert One expert owns the issue Collaboration brings the power of the global TAC to every interaction TAC knowledge fuels all customer support channels Faster time to resolution Fewer touch points within Cisco My Support My Way Benefits

8 Requesting Support Service Requests

9 Access to Services Services Entitlement Overview gives detailed information about how to access Cisco Services (TAC support, hardware replacement, and software download). Key points Each customer should have their own unique Cisco.com User ID Customers need to associate service contracts to your Cisco.com User ID using your Services Access Management Delegated Administrator within your company or via Cisco Profile Manager. Access to services is dependent upon contract association to your Cisco.com User ID. for assistance with associating a device or Cisco ID to a support contract When requesting support, have the following information available Customer s Cisco.com User ID Valid serial number of the impaired part (Active product ID for standalone software applications) Valid serial number of the chassis (if the impaired part is not a chassis) Active service contract that covers support for the product (and is associated with customer s Cisco.com profile)

10 Opening a Service Request Smart Call Home Automated Case Open On Problem Detection ces/ps7334/serv_home.html DIRECT TAC Technology Expertise Integrated Support Applications TAC Online Non-Urgent Cases (Sev3 / Sev4) Cisco Support Community , Chat, Mobile App Non-Urgent Cases (Sev 3 / Sev 4) Phone Urgent Network Down Cases (Sev 1 / Sev 2) Low Severity Searchable, interactive community Low Severity Reply or Call-back tac@cisco.com Live Handoff USA Europe Manila API s: NMTG & Smart Bonding DIRECT DIRECT Reply of Call-Back S1/S2 Live Handoff Routing Intelligent Matching Layer Routing Switching Mobile, Wireless, WiMAX IPT, Voice, UCC Video, Cisco TelePresenceTM Optical Storage Area Networks Unified Computing Security Systems Management Development Teams

11 Manage All Open Cases On the Go Cisco Technical Support mobile application View High Touch cases By Portfolio (set up in Settings). See case status/severity, contacts, latest update, and all related notes. Cisco Technical Support app provides Role and Entitlement based access to Support. Check Device Coverage by Serial Number (Includes Bar Code Reader). Push Notifications for Sev1/2 Cases for High Touch Customers. Tap to launch the app. See status and details of related RMAs.

12 Technical Support Operational Overview Service Request Prioritization Definitions Severity is a factor used to determine how each service request is prioritized. The customer determines the priority of the service request using the definitions below. Severity 1 Severity 2 Severity 3 Severity 4 Production network down Critical impact to business operations 24-hour Cisco, Partner and Customer commitment No workaround available Network severely degraded Significant impact to business operations Cisco, Partner and Customer committed during business hours No workaround available Network functionality degraded Business operations noticeably impaired Cisco, Partner and Customer in frequent contact General assistance Installation, upgrade, or configuration assistance General product information

13 Best Practices TAC Service Request Initiation When creating a new Service Request, provide the following information: Service contract number and product serial number (if applicable) Network topology diagram and problem description Output from show tech command, if applicable or available, and all other relevant output Description of problem and symptoms (one problem per service request) Software versions and types of equipment Be as accurate as possible to ensure that your case is routed to the appropriately skilled engineer Monitor the progress of your case through Technical Support Mobile Application To capture all communication with TAC please copy s to attach@cisco.com with SR number if the subject field

14 Service Request Progression Service requests stay with the SR owner as single point of contact Sev 1/2 cases are warm handed-off to the next engineer If the SR owner is not available, the SR can be requeued Service requests are frequently reviewed by leads and managers for progress Escalation resources can be engaged at any time Don t hesitate to escalate if you are not getting the service or resolution you expect! Service requests can be escalated by the engineer, lead or a customer Recommended approach to escalation: Ask the engineer directly to engage additional resources Ask to speak to the engineer s team lead or direct manager Ask for or call in to speak to the Duty Manager The engineer s Manager will be engaged first by the DM

15 Customer Driven Service Request Escalation TAC Duty Manager Responsibilities Assess the situation Assign additional resources if necessary Contact the Duty Manager: Asia-Pacific: / Europe: USA: ; Ask for the Duty Manager one

16 Cisco Service Supply Chain Inventory Planning Procurement Depot replenishment Screen/Repair defective parts Failure analysis Global repair vs local sourcing Plan Inventory Repair Part Order Part Establish & Maintain Customer Experience Service Agreement/ Install Base RMA Order Creation Parts & Labor Dispatch Escalation Management Customer Contact Entitlement Deliver Part Onsite Service Warehousing Configurations Shipments Parts Delivery/Pickup 259 Premium Depots 34 NBD Warehouses Parts replacement TPM & OEM Field Engineers 99.45% geo coverage Return / Process Part Part return Asset recovery

17 SNTC and TS Advantage

18 Smart Net Total Care (SNTC) - More Than Warranty Cisco TAC Support Renewable Expedited Hardware Replacement Cisco OS Updates Registered Access to Cisco.com Smart Call Home Diagnostics and Alerts Smart Entitled Cisco SNTC Service Cisco Standard Warranty

19 Options to Drive More Value from Smart Net Total Care Self-Deploy Self-Consume Smart Net Total Care Proactive maintenance combines world-class technical support with self-service smart capabilities Assistance with Onboarding and Optimization Smart Assist Assistance with onboarding, IB reconciliation and TAC technical support (portal and collections) Smart Net Total Care Proactive Installed Base Management Asset Management Consultative engagement that delivers the most comprehensive view of installed base and contracts Smart Net Total Care Premium Personalized Technical Service TS Advantage A premium service delivering personalized support for your network infrastructure and services Asset Management Smart Net Total Care

20 TS Advantage Operational Outcomes Customer-Defined Platinum IT AGILITY SUPPORT Exclusive Benefits Gold Minimize Business Disruptions Bronze OPERATIONAL SUPPORT Silver TECHNICAL SUPPORT Reduce Time to Restoration DEEP TECHNOLOGY SUPPORT Reduce Time to Restoration Reduce Unplanned Downtime Reduce Planned Downtime Reduce Time to Restoration Reduce Unplanned Downtime Reduce Planned Downtime Enhance IT Agility Increase Operational Efficiencies Increase staff productivity Enhance IT asset utilization Increase staff productivity Enhance IT asset utilization Increase staff productivity Enhance IT asset utilization Increase staff productivity Enhance IT asset utilization Smart Net Total Care, SP Base SLO SLA

21 Centralized Support for Today s Multivendor Environments (SSPT) Primary Point of Contact Coordinates Between Key Vendors Cisco Solution Support Solution Focused Expertise Manages Case to Resolution Cisco Solution Support Cisco solution expertise and accountability for centralized issue management and resolution among Cisco and technology partner products in our covered multivendor solutions. Includes Cisco product support and solution-level support in a single service.

22 Cisco Solution Support Services (SSPT) engagement model Solution Technology Partners Cisco Customer or Channel Partner Power Supply Module Failure Flickering video of the Desktop on your remote end point Storage Drive Failure Solution Support Cisco Product Support Cisco SSPT Partner Product Support Coordinate Coordinate Product-level Support Product-level Support Coordinate with both sources to solve problems in both areas Access a team of Cisco solution experts who are ready to lead in resolution of any issues found within the supported solution SSPT Solution Support team will work with you to resolve your issue, regardless of where that issue leads or who needs to be involved in resolution

23 Solution Support for Cisco Solutions S:$2.5k, M:$2.4k, L:$2.2k, XL:$2k S:$2.2k, M:$3.3k, L:$8.9k, XL:$19.2k Cisco Solution Support is sold separately from Cisco product support for these Cisco solutions. Refer to service materials for details.

24 SSPT Offers HCS Cloud based Collaboration Data Center DC Critical Infrastructure (DCI), Flexpod, VMDC, VSEPRX, VDI, Cloud SAP HANA

25 Getting Started & Online Resources

26 Q&A

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