Cisco Technical Services Overview. Presenter: Greg Gabinete Date: Sept
|
|
- Derrick Gardner
- 6 years ago
- Views:
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
27
Cisco Solution Support for Apple
Solution Support for Apple and Apple Partnership Focus Areas: Transforming Business Mobility Network Optimization for ios Ensure smart handshake between ios devices and the network for optimal experience
More informationPost-Sales Support & Services flexible, scalable and reliable solutions / unmatched expertise
Post-Sales Support & Services flexible, scalable and reliable solutions / unmatched expertise 01 SUPPORT & SERVICES 5,500 employees 27M 170 termininals countries In the payments space, we know and experienced
More informationHP Support Plus Service HP Care Pack Services
HP Support Plus Service HP Care Pack Services Technical data HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability of your IT
More informationCisco Solution Support
Service Definition Solution Support Service Provider Solutions Service Definition October 2018 2015 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 1 of 14 Contents
More informationCambium Care Services Guide
Cambium Care Services Guide THIS SERVICES GUIDE IS DESIGNED TO HELP YOU SELECT THE CONFIGURATION OF SERVICES THAT BEST FITS YOUR ORGANIZATION S SUPPORT CAPABILITIES AND BUDGET. Cambium Networks Global
More informationCisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer
Cisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer Agenda Smart Net Total Care Overview Using Smart Net Total Care to Work Faster
More informationNetApp. PA2013: Není podpora jako podpora. Petr Wünsch. Pre-sales Systems Engineer
NetApp PA2013: Není podpora jako podpora Petr Wünsch Pre-sales Systems Engineer petr@netapp.com Agenda NetApp Hardware Warranty Edge PartnerChoice Services for Certified Partners Services Certification
More informationSUPPORT SERVICES FOR DELL EMC VXBLOCK SYSTEMS, VBLOCK SYSTEMS, AND VXRACK SYSTEMS
SUPPORT OVERVIEW SUPPORT SERVICES FOR DELL EMC VXBLOCK SYSTEMS, VBLOCK SYSTEMS, AND VXRACK SYSTEMS Dell EMC provides a range of support options to match your business objectives and preferred support experience.
More informationIBM Security Support Overview
IBM Security Support Overview Satish Bhandurge L2 and AVP Engineer Ashish Kothekar Senior Engineer 1 Agenda IBM Support Overview - IBM Security Level 2 in India - Support Offerings - Self Help - Enhanced
More informationNevCare Nevion global support
Professional Services NevCare Nevion global support The NevCare operation consists of a geographically dispersed team of engineers that provides worldwide email and phone assistance to Nevion s customer
More informationNexenta Support. Customer Service & Support Program Guide. Date: September Copyright 2018 Nexenta Systems, ALL RIGHTS RESERVED
Nexenta Support Customer Service & Support Program Guide Date: September 2018 Contents Contents... i Introduction... 1 Support Highlights... 1 Standard Support Program... 2 Support Period Timeframe...
More informationDell ProSupport Enterprise Suite. Support that accelerates your business.
Dell ProSupport Enterprise Suite Support that accelerates your business. Comprehensive support for complex environments The technology landscape is changing rapidly, and the pressure to introduce new solutions
More informationKey Benefits. Overview. Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity.
Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity. Microsoft delivers advanced scheduling, resource optimization and mobile enablement capabilities
More informationMANAGED NOC AND HELP DESK SERVICES
CALL US 1-800-238-6360 MANAGED NOC AND HELP DESK SERVICES A seamlessly integrated unit of your operations We provide you with a seamless experience of owning a Network Operations Center without actually
More informationGuardian Support for Syncade Smart Operations Management Suite
Guardian Support for Syncade Smart Operations Management Suite Risk management Lifecycle management Incident management Service Data Sheet Gain extended value and flexibility to get the most out of your
More informationProSupport Enterprise Suite. Support that accelerates your IT transformation
ProSupport Enterprise Suite Support that accelerates your IT transformation 1 Comprehensive support for complex environments The enterprise landscape is changing rapidly, and the pressure to introduce
More informationAGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES SILVER-LEVEL
AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES SILVER-LEVEL The following terms set forth the specifications under which Agilent will provide support and services to customers who are
More informationCisco Smart Care through Comstor. Jackie Roberts Cisco Services Operations Manager May 7, 2008
Cisco Smart Care through Comstor Jackie Roberts Cisco Services Operations Manager May 7, 2008 1 Smart Care through Comstor Smart Care Service is a unique, powerful services platform that enables Cisco
More informationProSupport Enterprise Suite. Support that accelerates your IT transformation
ProSupport Enterprise Suite Support that accelerates your IT transformation 1 Comprehensive support for complex environments The enterprise landscape is changing rapidly, and the pressure to introduce
More informationService Attach Best Practice for Distributors. 5-Apr-2016
Service Attach Best Practice for Distributors 5-Apr-2016 Overview of Today s session Services Best Practices: The Business Value of Attach Available resources for distributors: E- consulting tools Selling
More informationReadiness and Extensions for Oracle Platinum Services
Readiness and Extensions for represents a new model in IT support that provides remote fault monitoring with faster response times and patch deployment services to qualified Oracle Premier Support customers
More informationCisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer BRKNMS-1039
Cisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer BRKNMS-1039 Agenda Smart Net Total Care Overview Using Smart Net Total Care
More informationBest Practices for IT Service Management in 2017+
Best Practices for IT Service Management in 2017+ Branko Tadić ITSM Solution Executive IBM Hybrid Cloud Europe branko.tadic@rs.ibm.com 2016 IBM Corporation 2016 IBM Corporation 2016 IBM Corporation 2016
More informationComprehensive Service Options for Your Lab
Comprehensive Service Options for Your Lab Agilent Services and Support Portfolio Service solutions that streamline processes and improve productivity A portfolio of services designed to help you meet
More informationOracle Engineered Systems Oracle Support Essentials & die Tools im ExadataUmfeld
Oracle Engineered Systems Oracle Support Essentials & die Tools im ExadataUmfeld Clarissa Rohrmann Oracle Support Stefan Panek Stefan Panek Systemberatung Copyright 2014, Oracle and/or its affiliates.
More informationLENOVO PREMIER SUPPORT
LENOVO PREMIER SUPPORT Channel Services Marketing - PCG January 2017 WE KNOW WHAT YOUR CUSTOMER IS LOOKING FOR Enhanced Accountability Improved Accessibility Reduced Downtime Faster Problem Resolution
More informationGuardian Support and Guardian Support + Repair for Portable Analyzers and Online Systems
Guardian Support and Guardian Support + Repair for Portable Analyzers and Online Systems Risk management Lifecycle management Incident management Service Data Sheet Offering extended value and flexibility
More informationGet Proactive With Oracle Support. Denis Jaume Senior Director Software Support
Get Proactive With Oracle Support Denis Jaume Senior Director Software Support Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes
More informationServiceMax Field Service Management Imagine service delivery that drives revenue growth, and not just satisfies customers, but delights them
ServiceMax Field Service Management Imagine service delivery that drives revenue growth, and not just satisfies customers, but delights them Field service is a massive and growing industry, powered by
More informationCray Support Services Customer Edition
Customer Edition Copyright and Trademark Acknowledgements The following are trademarks of Cray Inc. and are registered in the United States and other countries: CRAY and design, and URIKA. The following
More informationCray Customer Support Services
Cray Customer Support Services Copyright and Trademark Acknowledgements The following are trademarks of Cray Inc. and are registered in the United States and other countries: CRAY and design, SONEXION,
More informationGuardian Support and Guardian Support + Repair for Portable Analyzers and Online Systems
Guardian Support and Guardian Support + Repair for Portable Analyzers and Online Systems Risk management Lifecycle management Incident management Service Data Sheet Offering extended value and flexibility
More informationService. Innovation with Integrity. The Key to your Success FT-IR
Service The Key to your Success Innovation with Integrity FT-IR Service and Support Bruker Optics is the leading manufacturer and worldwide supplier of Fourier Transform Infrared, Near Infrared and Raman
More informationCisco Smart Net Total Care More Sales Power for Cisco Partners. Hernani Crespi Technical Engagement Manager Dec 2014
Cisco Smart Net Total Care More Sales Power for Cisco Partners Hernani Crespi Technical Engagement Manager Dec 2014 When It Comes to Network Service Coverage, What Keeps Your Customers up at Night? I don
More informationDelivering Complete Care = CISCO Smart Net Total Care Service + LAMP. White Paper
Delivering Complete Care = CISCO Smart Net Total Care Service + LAMP White Paper Introduction Delivering Complete Care= CISCO Smart Net Total Care + LAMP This white paper focuses on how LaSalle Solutions
More informationCustomer Care Services Catalogue 2018
Services Catalogue 2018 Index _ Disclaimer... 3 _ Introduction... 4 _ Amadeus Self-Services... 5 _ Amadeus Support Services... 6 Help Desk Services... 6 Services... 7 Migration Services... 8 Consulting
More informationFDS Service Catalogue
FDS Service Catalogue Document Number: 33-03-007 Version Version Date Revised By Description Filename 1.0 01-04-2017 Adrie Kreder Final release Service Catalogue FDS-DXC 1.0.docx FDS Netherlands FDS-DXC
More informationPlatinum Enterprise Services
Essential. Reinforce your Dell enterprise hardware and software with high level support especially designed for production environments. Personal. Develop a close working relationship with your designated
More informationServices. Dell ProSupport TM. Improve productivity and optimize resources with efficient, flexible, and reliable support
Services Dell ProSupport TM Improve productivity and optimize resources with efficient, flexible, and reliable support Shift your resources from maintenance to momentum. Dell s award-winning support can
More informationOracle Premier Support Get Ahead. Stay Ahead. 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved.
Oracle Premier Support Get Ahead. Stay Ahead. 1 DISCOVER ADOPT MAXIMIZE Support Best Practices 2 Support Best Practices Maximize Business Value DISCOVER Support Best Practices ADOPT My Oracle Support MAXIMIZE
More informationSmart Net Total Care. Realizing the Promise of Automation for Network Support Operations
Smart Net Total Care Realizing the Promise of Automation for Network Support Operations Even as networks become more complex to meet the growing demands of cloud, big data, social media, and mobile initiatives,
More informationProactive Care Service
Proactive Care Service HP Services Technical data Service overview HP Proactive Care Service (Proactive Care) offers an integrated set of proactive and reactive services designed to help you improve the
More informationSIMATIC IT Maintenance Program. An innovative software maintenance concept
An innovative software maintenance concept Realize innovation. 01 Introduction General Overview Realize innovation. A broad concept of the SIMATIC IT Customer Care Evaluation of the Customer needs and
More informationInfrastructure Hosting Service. Service Level Expectations
November 2016 Shared Infrastructure Service TOC Service Level Expectation Documents Cloud Premier Data Center Hosting Cloud Essentials Public Cloud Brokerage Managed Database Raw Storage Cloud Premier
More informationLenovo Services for the Data Center
Lenovo Services for the Data Center September 28, 2016 Mission Our mission is to be your trusted partner in the data center. #1 Thousands of customers trust Lenovo Services to run their businesses and
More informationServices. Dell ProSupport. Improve productivity and optimize resources with efficient, flexible, and reliable support
Services Dell ProSupport TM Improve productivity and optimize resources with efficient, flexible, and reliable support Shift your resources from maintenance to momentum Dell s award-winning support can
More informationQUMU CLOUD PLATFORM CUSTOMER SUPPORT AGREEMENT
QUMU CLOUD PLATFORM CUSTOMER SUPPORT AGREEMENT I. DEFINITIONS "Approved Support Contacts" means CUSTOMER employees that are authorized to initiate Support Requests with QUMU Customer Support and that are
More informationAll Together: The Collaboration of Everything
All Together: The Collaboration of Everything 2014 The Internet of Everything: What it is?! Networked Connections of People, Process, Data, Things People Connecting people in more relevant, valuable ways
More informationCustomer Service Procedure RMA Support Case By Web
Customer Service Procedure RMA Support Case By Web CONTENT Introduction...02 Quick Reference for NewNet Support...02 What is Included in Your Support Contract...02 How to Open a Service Request...02 Hardware
More informationSiklu Service&Support Plans
Siklu Service&Support Plans Siklu shall provide customer with the support services detailed hereunder, for products purchased directly from Siklu by customer for the duration of the maintenance agreement
More informationMoogsoft Inc. Support Addendum
Moogsoft Inc. Support Addendum This Support Addendum (this Addendum ) is an addendum to and deemed incorporated into and made a part of the End User License Agreement between Moogsoft and You (the Agreement
More informationPROIV On Premise Support Services
SOFTWARE SERVICES PROIV On Premise Support Services www.ngahr.com TABLE OF CONTENTS DOCUMENT CONTROL... 1 INTRODUCTION... 2 V8 SUPPORT SERVICES... 3 SUPPORT SERVICE EXCLUSIONS... 6 LEGACY (PRE VERSION
More informationGuide to ZNetLive Support Services for
Guide to Support Services for P a g e 1 Table of Contents Introduction... 3 SUPPORT FEATURES... 3 Specialized Assistance + deep expertise + insights... 3 Direct one to one communication... 4 Proactive
More informationIBM MobileFirst Device Procurement and Deployment Services
IBM Global Technology Services IBM MobileFirst Device Procurement and Deployment Services Easing the process of buying, configuring and distributing mobile devices 1 5 The service 2Acquisition services
More informationPriority. Citrix Customer Success Services
Personalized, proactive support for your business-critical environments designed to help you minimize risk, accelerate adoption and maximize the value of your Citrix solutions. Personalized, proactive
More informationSHORETEL enterprise support advantage
SHORETEL enterprise support advantage Program Specifications UC MATTERS MORE THAN EVER BEFORE The role Unified Communications (UC) play in the success of an enterprise is growing, and as a result, the
More informationNTT DATA Service Description
NTT DATA Service Description NTT DATA Managed Services for Microsoft Azure Site Introduction NTT DATA is pleased to provide NTT DATA Managed Services for Microsoft Azure Site (the Service(s) ) in accordance
More informationField Service and CRM A Dynamic Pair!
Field Service and CRM A Dynamic Pair! Dan Cefaratti Field Service Practice Director Bill Kern Senior Solution Consultant AGENDA About PowerObjects, an HCL Company Field Service: Drivers for Change Solution
More informationSMARTnet and Smart Net Total Care Convergence
FAQ SMARTnet and Smart Net Total Care Convergence FAQ for Cisco Customers July 27, 2015 Overview Cisco SMARTnet Service is merging with Cisco Smart Net Total Care. The converged service will be called
More informationRiverbed Customer Support. Policies, Plans, and Procedures
Riverbed Customer Support Policies, Plans, and Procedures RIVERBED TECHNOLOGY CUSTOMER SUPPORT Riverbed Technology offers world-class support to help customers fully leverage the value of their Riverbed
More informationVoice Quality Systems Service Offerings
Voice Quality Systems Service Offerings Committed to your success. With more than 20 years in the telecommunications industry and development roots in Bell Labs, NMS has an unmatched breadth and depth
More informationCustomer FIRST Program Guide. Best-in-Class Software Maintenance, Support and Services Getting Maximum Value from Your Wonderware Software
Customer FIRST Program Guide Best-in-Class Software Maintenance, Support and Services Getting Maximum Value from Your Wonderware Software wonderware.com/support for Wonderware 2 wonderware.com/support
More informationOne Identity Support Guide
WHITE PAPER One Identity Support Guide Introduction The One Identity Support team provides world-class support. Excellence in customer support goes beyond just providing technical answers. It is about
More informationI D C T E C H N O L O G Y S P O T L I G H T
I D C T E C H N O L O G Y S P O T L I G H T H ow T o d a y' s I T C h a l lenges Ar e C r e a t i n g N ew R e q u i r e m e n ts in Support Servi c e s D elive r y May 2012 Adapted from Converging Infrastructure
More informationServices for Process Instrumentation
Siemens AG 2017 /2 /2 /4 Field /5 /6 /8 / /10 /11 /12 /13 /14 /16 Service Contracts Siemens FI 01 2017 US Edition Introduction to Siemens Industry As an industry partner, we offer you an unrivaled range
More informationEpicor Eagle. Customer Services Overview
Epicor Eagle Customer Services Overview Epicor Customer Services The Epicor Customer Services portfolio consists of service products designed to enable state-of-the-art technologies to help you optimize
More informationPriority Plus. Citrix Customer Success Services
Customized, preventative support for complex, global and mission-critical solutions, with our fastest response times and most aggressive restoration targets designed to help you minimize risk, accelerate
More informationEVALUATION GUIDE. Web Help Desk
EVALUATION GUIDE Web Help Desk The purpose of this guide is to help you understand how SolarWinds Web Help Desk (WHD) can help you do your job more efficiently, and increase the performance of your support
More informationManufacturing in an Era of Internet of Everything. Internet Business Solutions Group Jay Chung Puneet K Bhatia
Manufacturing in an Era of Internet of Everything Internet Business Solutions Group Jay Chung Puneet K Bhatia Region s growth aspiration - manufacturing matters 40 World 35 Russia, Canada, Spain Thailand
More informationDell EMC Support and Deployment Services for High Performance Computing. February 2018
Dell EMC Support and Deployment Services for High Performance Computing February 2018 Dell EMC is helping transform the future with HPC Optimizing Robust portfolio of products and services optimized for
More informationDeviceLock Technical Support Guide
DeviceLock Technical Support Guide Contents DeviceLock Technical Support Guide... 1 Contents... 1 Introduction... 2 Scope of Technical Support... 2 Technical Support Components and Plans... 2 Service Level
More informationTivoli Point-of-Sale Manager V2 Enhances Availability of IBM POS Terminals
Software Announcement September 19, 2000 Tivoli Point-of-Sale Manager V2 Enhances Availability of IBM POS Terminals Overview Tivoli Point-of-Sale Manager V2 enables retailers to maximize revenue and control
More informationFUJITSU SolutionPack FUJITSU Integrated System PRIMEFLEX for SAP HANA
Data Sheet FUJITSU SolutionPack FUJITSU Integrated System PRIMEFLEX for SAP HANA Support Services for the FUJITSU Integrated System PRIMEFLEX for SAP HANA Single Node INTRODUCTION The Fujitsu SolutionPack
More informationCarahsoft End-User Computing Solutions Services
Carahsoft End-User Computing Solutions Services Service Description Horizon View Managed Services Gold Package Managed Services Packages Options # of Desktops to be Managed Desktop Type Duration of Services
More informationNote: additional application-specific plug-ins will be made available through subsequent releases of the HP StoreOnce RMC software.
Overview Protect your business critical applications without impacting performance using (RMC). This automated, non-intrusive software combines the simplicity and performance of snapshots with the reliability
More informationBUSINESS ANALYTICS. Services designed to optimize your solution while minimizing vulnerabilities and risk
BUSINESS ANALYTICS Services designed to optimize your solution while minimizing vulnerabilities and risk UNICOM Engineering purposely captures critical data points throughout the build and deployment process
More informationDESKTOP SUPPORT SERVICE LEVEL AGREEMENT
DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.
More information1.1 Defined Terms. As used in this Policy, the following terms have the indicated meanings:
AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party partner (collectively AeroScout Industrial ) provides
More informationNEC Cloud Collaboration Low-risk, flexible, cloud-based unified communications and collaboration services to transform your business.
NEC Cloud Collaboration Low-risk, flexible, cloud-based unified communications and collaboration services to transform your business. www.necam.com/neccloudcollaboration Communication and collaboration.
More informationElekta Care. Committed to providing the best customer care
Elekta Care Committed to providing the best customer care 1 Helping clinicians improve patients' lives Get the most from your Elekta solution From prompt, personalized service and support to innovative
More informationSupport Services. Improve Performance. Gain Efficiencies. Optimize Value.
Support Services Improve Performance. Gain Efficiencies. Optimize Value. Get Continuous Value and the Experience You Expect Exceptional service doesn t stop when your Kronos Workforce Central system goes
More informationCUSTOMER SERVICES YOUR PARTNERSHIP WITH THE WORLD LEADER IN INDUSTRIAL GASES
CUSTOMER SERVICES YOUR PARTNERSHIP WITH THE WORLD LEADER IN INDUSTRIAL GASES Air Liquide Group Air Liquide Engineering & Construction The world leader in gases, technologies and services for Industry and
More informationCisco s Digital Transformation Supply Chain for the Digital Age
Cisco s Digital Transformation Supply Chain for the Digital Age The Cisco Supply Chain: Global, Complex, and Diverse Cisco s global supply chain extends across 13 countries and more than 25 locations.
More informationSupport Guide for On-Premises Licenses
Support Guide for On-Premises Licenses Version 3 February 2018 Genesys Care Support Guide Page 2 Table of Contents 1 Introduction... 3 2 Customer Care Case Responsiveness... 3 2.1 Definitions... 3 2.2
More informationHP Proactive Essentials Service: SW Unlimited or SW Incident HP Customer Support Contractual Services
HP Proactive Essentials Service: SW Unlimited or SW Incident HP Customer Support Contractual Services HP Proactive Essentials Service: SW Unlimited or SW Incident (PE) provides comprehensive software support
More informationData Sheet FUJITSU ServiceContract Hardware
Data Sheet FUJITSU ServiceContract Hardware Support Services for IT Hardware INTRODUCTION Fujitsu offers - with its Fujitsu ServiceContract Hardware - support services for hardware which cover diagnostics
More informationLifecycle Support Services
Lifecycle Support Services Lifecycle Support Services Honeywell Intelligrated Lifecycle Support Services (LSS) take a consultative approach to lifecycle management, delivering proactive, value-added solutions
More informationSolution Partner Program
Solution Partner Program Shift your sales into high gear Smart, Powerful and Easy In a world of exploding data, device, and networking demands, your customers need smart IT to keep up. NETGEAR offers reliable,
More informationevaluate UCaaS providers and ensure you make an informed decision
KEY QUESTIONS TO ASK When Evaluating UCaaS Providers Businesses today are increasingly turning to Unified Communications as a Service (UCaaS) to meet their cloud communications needs. But how do you know
More informationFacilityCloud TM FACILITY MANAGEMENT
FACILITY MANAGEMENT Facility Management Software Convenience store facilities have issues. Things break. Equipment assets are complex and diverse. Uptime is your watchword. Your job is to understand what
More informationTableau Software, Inc. Standard Support Policy
Tableau Software, Inc. Standard Support Policy I. Overview This Software Support Policy ( Support Policy ) describes the policies and procedures under which Tableau Software, Inc. ( Tableau ) provides
More informationAgilent Technologies Classic RouterTester System Support & Warranty Helping your team make the most of your RouterTester system investment
Agilent Technologies Classic RouterTester System Support & Warranty Helping your team make the most of your RouterTester system investment Included with every RouterTester system or add-on is a comprehensive
More informationRemote Advisor. One simple step. One fundamental leap in productivity. Maximize Your Agilent Advantage Service Offering. Page 1
One simple step. One fundamental leap in productivity. Remote Advisor Maximize Your Agilent Advantage Service Offering Page 1 October 2009 Top Three Customers Needs 1. Simple, personal, and effective access
More informationSection II: Schedule of Requirements
Section II: Schedule of Requirements Background UNOPS supports the successful implementation of its partners peacebuilding, humanitarian and development projects around the world. Our mission is to serve
More informationThe Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS
The Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS INTRODUCING The Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS To thrive in
More informationSecurity Monitoring Service Description
Security Monitoring Service Description Contents Section 1: UnderdefenseSOC Security Monitoring Service Overview 3 Section 2: Key Components of the Service 4 Section 3: Onboarding Process 5 Section 4:
More informationData Sheet INTRODUCTION SCOPE OF SERVICE AT A GLANCE
Data Sheet Fujitsu SolutionContract Fujitsu Power Appliance for the SAP HANA Platform solution Proactive and reactive Maintenance and Support Services for the Fujitsu Power Appliance for the SAP HANA Platform
More informationTECHNICAL SUPPORT HANDBOOK
TECHNICAL SUPPORT HANDBOOK Before Contacting ProntoForms Support............ 3 1. Search the knowledge base 3 2. Check our status page 3 3. Define the problem and gather background information 3 4. Gather
More informationHoneywell Software Service Tools Help Manage Control System Performance, Security and Process Plant Outcomes
Honeywell Software Service Tools Help Manage Control System Performance, Security and Process Plant Outcomes Today s Honeywell LSS software service tools portfolio and the vision to optimize software tool
More informationPEAK NETWORK PERFORMANCE
PEAK NETWORK PERFORMANCE EXPERIENCE THE ZURICH TEAM HAS BEEN DELIVERING NETWORK EXCELLENCE FOR DECADES TRUSTED EXPERIENCED PARTNERS WIDE SELECTION OF TOP QUALITY PARTS EFFICIENCY & PROFESSIONALISM Zurich
More information