Support 24/7 Cisco Shared SupportPac?
What is Cisco Shared SupportPac?
SupportPac is a way of getting Cisco support through a Cisco partner, its also known as Cisco Partner Support Service or (PSS). It’s like Cisco smartnet but with a few variations. Basically Cisco get involved when they need to and Support 24/7 take care of the rest.
Differences between SmartNet and SupportPac:
| Service Element | ** Cisco SmartNET ** | ** Support 24/7 Cisco SupportPac ** |
|---|---|---|
| TAC Access | Cisco | Support 24/7 then Cisco |
| IOS, Software Updates, Bug Fixes, etc. | Cisco | Support 24/7 |
| Level 1-2 Remote Diagnostic Support | Cisco | Support 24/7 |
| Spare Parts delivered to site | Cisco | Support 24/7 or Cisco |
| Onsite Engineering | Cisco | Support 24/7 |
Why use SupportPac?
- Cost savings of between 30-70% vs. SmartNet.
- 24×7 access to specialist know-how and technical support for the entire Cisco Data Center.
- Full hardware and software support.
- Full access to Cisco Technical Assistance Centre (TAC).
- Access to new firmware, patches and updates for registered Cisco hardware.
- Full hardware support for your End-of-Life (EOL) devices.
- Reduced capex in spares.
- Reduces need to maintain field engineers.
SLAs Available
| Product Code | Description1 |
|---|---|
| SupTac-24x7x4-OSE | 24x7x4 desk access, parts and engineer onsite within 4 hrs of diagnosis |
| SupTac 24x7x4-PO | 24x7x4 desk access, parts onsite within 4 hrs of diagnosis |
| SupTac 8x5x4-OSE | 9-5 desk access Mon-Fri (excludes BHol’s) parts and engineer onsite within 4 hrs of diagnosis |
| SupTac 8x5x4-PO | 9-5 desk access Mon-Fri (excludes BHol’s) parts onsite within 4 hrs of diagnosis |
| SupTac 8x5xNBD-OSE | 9-5 desk access Mon-Fri (excludes BHol’s) parts and engineer onsite next business day |
| SupTac 8x5xNBD-PO | 9-5 desk access Mon-Fri (excludes BHol’s) parts onsite next business day |
1 All SLAs have access to TAC and IOS
Does the SupportPac model affect my Cisco metrics?
The SupportPac solution will have no negative effects on a clients Cisco metrics as long as a valid PSS NBD Cisco contract is maintained, this is the base level of any SupportPac contracts. In fact, our solution often helps partners improve their metrics due to:
- Allows the partner to be more competitive in the market place can improve attach rates
- Increased service quality can help improve renewal rates
- Only defective items will be returned to Cisco which has a positive effect on RMA metrics
Summary
The SupportPac solution provides clients with an extremely cost effective way to deliver IT maintenance without the need for CAPEX investment in spares, or the additional ongoing overhead of maintaining a field engineering team. SupportPac focuses on reducing costs without compromising quality or function.