SMART Maintenance

Following the implementation of compulsory serial number checking, Cisco now verifies the maintenance contract status against every Cisco device. Cisco research identified over 80% of the network devices on customer networks have no maintenance cover and therefore will not be supported by Cisco.

SMART Maintenance is Cisilion’s Rapid Technical Response Service offering a cost effective range of network services. The help desk is located on-site at our Headquarters in Leatherhead and staffed 24x7 by a team of qualified engineers.

Cisilion is an accredited Cisco co-branded support partner, which simply means that as well as having our own Cisco Certified engineers and resources, we have direct access into Cisco’s Technical Assistance Centre (TAC).

Cisilion provide a single-point-of-contact model for the maintenance of multivendor products in your network. Through business alliance partners and other equipment manufacturer (OEM) relationships we are able to offer an end-to-end break/fix solution through a single contract which is easily managed via our free web-based SMART portal.

>>Multi-Vendor Maintenance

Benefits

Maintenance contracts managed via Cisilion’s
SMART Portal:
- Raise or log tickets
- Track progress of tickets
- View ticket history
- View device configs & details
Automatic notifications of expiring contracts
Level 1 & 2 support via Cisilion’s UK based 24x7help desk
Access to Cisco’s technical engineers (Level 3 support)
Certified Cisco engineers (CCIE’s) Access to software updates for supported products at no extra charge
“Dead” hardware replaced from stock under committed SLA’s
Tailored flexible SLA’s
Maintenance of non-Cisco devices available

Service Levels

In the event of a problem our Service Levels are driven by your business, for example:

Next Business Day
Engineer on-site
8 hour response with product replacement
4 hour response with product replacement

Simplified online contract administration

Cisilion’s SMART Portal is an online service that provides a central information point between you and Cisilion. You are in control of all services purchased from us. SMART Portal has the following features for SMART Maintenance:

Visibility – view all your contracts in a simple summary
Information – find out related serial numbers, configurations and other details by device mapped against maintenance contracts
Raise tickets – log or raise tickets via the Portal against the relevant device and contract
Tracking – monitor the progress of all live tickets
History – view the history by device, contract or serial number of previously raised tickets and resolutions
Reminders – automatic 30, 60 and 90 day notification when contracts will expire.

SolarWinds Orion network monitoring tools

SolarWinds Orion provides network engineers, helpdesk's and NOC's with effective easy-to-use affordable network monitoring solutions.

Cisilion is a SolarWinds certified partner with more certified professionals operating in the UK than any other UK provider of SolarWinds network management software.

As a trusted SolarWinds Partner we offer product and consulting services on the full range of deployments from simple local solutions to disparate multi-country offerings. Our experience allows us to advise customers on best practice before you make any commitment.

Why not take advantage and download free monitoring tools, or trail software versions of SolarWinds Orion software offerings and see for yourself.