SMARTnet is a technical support service for Cisco (News - Alert) equipment. It is a manufacturer’s hardware and software support for Cisco products and it entitles users to support, upgrades and hardware replacement within an agreed timeframe. It offers four distinct benefits: software updates and upgrades; access to tools, resources and information on the Cisco website; advance replacement; and assistance from the engineers at the Technical Assistance Center (TAC).

The Cisco TAC puts you directly in touch with field engineers to rapidly solve network issues and help you mitigate future problems. Cisco TACs around the globe use a follow-the-sun schedule so you can receive support whenever you need it. You have access to the TAC through your Cisco SMARTnet Service contract. Cisco TAC consistently receives high customer satisfaction ratings as well as industry recognition and awards. You can easily access TAC using the Web, e-mail or telephone 24 hours a day, 7 days a week.

Utilizing the Cisco TAC offers benefits such as industry-recognized service excellence, expert assistance, faster resolution, visibility into issue resolution status, networking expertise, constant support and tested and proven resolution methods. The TAC prioritizes service requests based on the severity of every service request reported, ranging from when an existing network is down and there is a critical effect on the customer’s business operations to when a customer requires information or assistance on Cisco product capabilities, installation or configuration and there is little or no effect on the customer’s business operation.

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.

Users can also access SMARTnet solutions through alternative solutions providers like XS International. XS International’s Technical Assistance Center is U.S.-based Tier 1 to Tier 3, is an authorized Cisco partner, is staffed with more than 325 network engineers, provides 24/7 global phone support, is multilingual, manages worldwide depots for advanced OEM part replacement, is a network product depot center, comprised of multiple facilities for redundancies and it facilitates all data/voice software and firmware updates, enhancements and upgrades so that they continue to come directly from Cisco.

To learn more about XSi and its SMARTnet maintenance solution, visit www.xsnet.com.

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