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).

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.