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 Increase performance speeds by caching redundant downloads (~88 to 98% of WAN congestion) Allow fast lane prioritization of ios business-critical app traffic on the network analytics Enterprise Voice on iphone Tightly integrate iphone and telephony infrastructure so an iphone operates as well as a desk phone Reduce joint customers costs by moving mobile calls back onto enterprise network (~30% aren t on it) Directly connect (via Collaboration Cloud subscription) to Unified Communications Manager Simplify mobile device management, visibility (such as call logging, auditing), and regulatory compliance Seamless Team Collaboration Seamlessly integrate ios devices and TelePresence systems Reinvent teamwork to give ios users intuitive, quick access to Spark, WebEx, and Jabber
Solution Support Foundational Capabilities Primary Point of Contact Coordinates Between Key Vendors Solution Support Solution Focused Expertise Manages Case to Resolution Centralized support from our solution experts who own issue management and resolution for our eligible multivendor solutions. Addresses both and solution partner products. Includes solution-level support and our product support in one service.
Solution Support Foundational Features and Benefits Primary point of contact >> Accountability and continuity of service from first call until you close your case Deep solution expertise >> Often results in immediate issue resolution so you get back to business sooner Solution partner coordination >> Eliminates your need to manage support teams Open a case even if you re unsure there s an issue >> No need to identify the problem before getting help Combines solution-level and product support >> One service with broad coverage that s easy to order and renew
Solution Support for Apple Primary Point of Contact Solution Focused Expertise + Solution Support Adoption Acceleration Enhanced Technical Expertise Coordinates Between Key Vendors Manages Case to Resolution Preventative Guidance
Solution Support for Apple Additional Capabilities Adoption Acceleration Jumpstart program (optimize interaction with TAC, product utilization) Remote knowledge transfer on customized solution topics Quarterly solution / service training sessions for all Solution Support for Apple customers Enhanced Technical Expertise Deep collaboration between and Apple support teams (interactive collaboration platform; shared knowledge base; cross-training) API scripting, troubleshooting and support Custom configuration support Preventative Guidance Post-issue resolution recommendations to mitigate future recurrence Review and guidance on customer plans for network events Review and guidance on customer Smart Call Home notifications* INTERNAL * For Smart Call DO Home-enabled NOT DISTRIBUTE devices.
Evolving Solution Support for Apple Products Service Features Product Support Solution Support (Foundational) Solution Support for Apple Global 24x7 product-level technical support 24-hour access to online resources Hardware replacement (2- and 4-hour, next business day) Network management / operating system software updates and upgrades Proactive diagnostics and immediate alerts on devices through Smart Call Home Web-based user community for self-service support of smart capabilities software application support Primary point of contact with solution-level expertise Accountability for issue resolution, no matter where it resides Coordination between TAC and solution partner support teams Case management from first call to resolution Adoption acceleration Enhanced technical expertise Preventative guidance
Solution Support for Apple Covered Products Intelligent WAN 4000 Series Integrated Services Routers with Application Experience (AX) bundles to allow Akamai Connect (caching) Enterprise wireless infrastructure upgrade to 802.11ac Multi-gigabit Ethernet-capable switching Meraki System Manager for managing Apple devices (MDM) WebEx, Spark, and Jabber Unified Communications Manager (11.0), video infrastructure, desk phones, and video endpoints Network Optimization for ios Enterprise Voice on iphone Seamless Team Collaboration
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