Štitimo naše partnere i korisnike

Transcription

1 Cisco servisi Štitimo naše partnere i korisnike Dušan Grčić Partner Services Development Manager dugrcic@cisco.com 2010 Cisco and/or its affiliates. All rights reserved.

2 Protect your technology investment Increase operational efficiency Manage service and support costs 2010 Cisco and/or its affiliates. All rights reserved. Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2

3 Leverage direct, remote, and online support for the best possible network and application performance: Direct Access to Cisco Technical Engineers Advance Hardware Replacement Web-Based Tools, Documentation (Cisco.com) Operating System Support and Updates J.D. Power and Associates Certified Technology and Service Support Program SM, developed in conjunction with the Service and Support Professionals Association (SSPA). For more information, visit or Proactive Network Diagnostics and Alerts 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3

4 Direct Access to Cisco Technical Experts Highly-trained network and application software engineers worldwide Computer science/electrical engineering degrees Engineers average 5 years of industry experience 450+CCIE professionals Expertise in a broad array of technologies 24x7 global access by phone, web or Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

5 Globally consistent services Global Center Regional and Satellite Center 24-Hour Hardware Replacement coverage Global Coverage Hardware replacement in over 120 countries 170,000 parts delivered quarterly 220,000 service requests quarterly 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5

6 Cisco and its partners and vendors help maximize operational reliability Deliver globally consistent, timely remote support through exceptional diagnostic and part-sparing programs Provide time-sensitive delivery of replacement hardware Support your risk mitigation plans Coverage in over 120 countries 900+ fulfillment depots 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6

7 Self-service for faster issue resolution Access to automated troubleshooting tools Personalized content and solutions 82% of support issues are solved online Lower operating expenses Reduce phone time Open and track service requests online Improve staff competencies Extensive, technical knowledge library 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7

8 Most requested tools and resources Software Downloads: Get the latest updates, patches, and releases of Cisco software. Software Advisor: Choose appropriate software for your network device by matching software features to Cisco IOS and CatOS releases. Bug Toolkit: Quickly find software bug fixes based on version and feature sets Output Interpreter: Receive instant troubleshooting analysis and course of action for your router, switch, or PIX device using show command output. TAC Case Collection: Interactively diagnose common problems with solutions provided by TAC engineers. Error Message Decoder: Look up explanations for console error message strings 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

9 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

10 Cisco Smart Care is a technical support service delivered through eligible Ciscocertified partners via a collaborative partner-led, Cisco-enabled approach Featuring the combined strengths of Cisco Intellectual Capital AND partner expertise and value to meet customer needs Combining network-wide technical support with proactive network monitoring, assessments and remote repairs to deliver comprehensive network care and continuous network improvement 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10

11 Cisco Smart Care service Built on Cisco Intellectual Capital and years of networking expertise Proactively verifies that your network is secure, available and reliable. Delivered by your trusted partner, backed by Cisco Integrated with Partner Expertise and value-added services Personalized service experience that helps improve your network s operational efficiency, minimize operational risks and get the most from your technology investments 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11

12 Partner Service delivered to Customer incorporating Cisco Smart Care Capabilities Partner Value-add Smart Care Capabilities Monitoring Assessme nt & Repair Business Intelligenc e & Insight Disaster Recovery Contract Consolidat ion Traditional Technical Services\ 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

13 Before After Traditional support Reactive Problem Solving More about Appliance Security 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13

14 Service Features Hardware Coverage and Duration Hardware Replacement Software Coverage and Duration Cisco Technical Support Cisco IOS Software Updates Cisco.com Knowledge- Base and Tools Cisco SMARTnet All Hardware yearly or multiyear contracts Advanced Replacement 8x5xNBD 8x5x4 24x7x4 Cisco IOS Software Support Concurrent with Hardware Duration Yes Yes Yes Warranty Replaces defective hardware only 30 day advanced replacement 15 day return to factory 2 Replaces software media during first 90 days No No No 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14

15 Thank you.