Bid 3388 - Attachment D - Smart Net Services - Services at a Glance.pdf
PDF 498 KB Posted
- Solicitation number
- 3388
- Issued by
- Wisconsin
About this file
This is an attachment to a Request for Bid (RFB 3388) submitted by Wisconsin's Technical Services Department for Cisco Smart Net Total Care services. The department is seeking pricing for one year of Smart Net service coverage for equipment on an attached list, with services retroactive to a specified start date. The document itself is a product overview rather than a detailed scope of work, outlining the capabilities and benefits of Cisco's comprehensive support offering.
Cisco Smart Net Total Care provides 24/7 technical support through the Cisco Technical Assistance Center (TAC) staffed by certified experts, advance hardware replacement options with response times ranging from 2-hour to next-business-day, and integrated smart capabilities for infrastructure visibility and contract management. The service encompasses four functional areas: technical service and incident management, security and product alerts, service coverage management, and product lifecycle management. The offering includes online self-help tools, automated processes, and proactive management capabilities designed to reduce downtime, mitigate risk, and improve operational efficiency for IT infrastructure management. No specific pricing, quantities of equipment, response deadlines, award dates, or renewal terms are detailed in this attachment, as it serves as a reference document describing service capabilities rather than bid specifications or terms and conditions.
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Other files
| File | Type | Posted |
|---|---|---|
| Bid 3388 - Attachment C - Smart Net Bid and Cost Detail.xlsx | XLSX spreadsheet | |
| Bid 3388 - Smart Net Service.docx | DOCX document |
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At-a-Glance
Cisco Smart Net Total Care Service Your IT infrastructure is the lifeline that connects your business to customers and suppliers. Cisco Smart Net Total Care™ helps reduce downtime with fast, expert technical support and flexible hardware coverage provided by the Cisco Technical Assistance Center (TAC). It also offers integrated smart capabilities, providing current information about your installed base, contracts, and security alerts to enhance the efficiency of your support workflows.
The TAC is staffed by Cisco experts and is accessible 24 hours a day, 365 days a year. Technical services available through the TAC are backed by advance hardware replacement with fast response times, including 2-hour, 4-hour, and next-business-day options. Online self-help tools include our extensive knowledge library, software downloads, and support tools designed to help you resolve network issues quickly without opening a case.
Risk Mitigation
Operational E�ciency
Faster Problem Resolution
Service Coverage Management
Product Lifecycle Management
Security and Product Alerts
Technical Service and Incident Management
Smart Net Total Care Delivers Three Key Bene�ts
Outstanding Customer Service Experience Recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience,” Cisco is the only company to have achieved CTSS certification eight times1. Our services provide troubleshooting support, advance hardware replacement options, and extensive self-help along with smart capabilities that improve support staff efficiency.
Cisco Smart Net Total Care
© 2015 Cisco and/or its affiliates. All rights reserved.
Benefits
• Resolve problems faster by identifying issues quickly and streamlining your incident management processes to improve IT service levels.
• Reduce risk by having access to Cisco technical experts and smart tools that improve visibility into the state of your IT infrastructure 24 hours a day, 365 days a year.
• Increase operational efficiency through proactive management tools and automated processes that make network administrators and managers more productive.
1 �Refer to J.D. Power and Associates Press Release, July 21, 2014 at www.jdpower.com/press-releases/certified-technology-service-and-support-program.
www.jdpower.com/press-releases/certified-technology-service-and-support-program www.jdpower.com/press-releases/certified-technology-service-and-support-program
Service capabilities span four primary functional areas:
• Technical service and incident management: Award-winning technical support from the TAC combined with advance hardware replacement, online tools, and smart capabilities.
• Security and product alerts: An alert management workflow for determining which Cisco published product alerts and security advisories are relevant for your devices.
• Service coverage management: Regular installed base collection and flexible reporting capabilities to efficiently manage your Cisco installed base and service contracts.
• Product lifecycle management: Enhanced visibility into your installed base to quickly identify Cisco products that are reaching end of life, end of sale, or end of support.
Next Steps For more information about Cisco Smart Net Total Care Service, visit www.cisco.com/go/total or contact your local account representative.
You can also find resources such as videos, training, and case studies and interact with other users in discussion forums on the Smart Net Total Care Community.
At-A-Glance
At-a-Glance
“With a lean IT organization, the automation on the Smart Net Total Care back end makes a small team’s performance large in execution and impossible to do otherwise.
It’s a force multiplier!”
John Baldwin Pella IT Manager for Infrastructure Projects and Architectures
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/ go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) C45-735464-00 07/15 www.cisco.com/go/total http://www.bit.ly/community-sntc http://www.bit.ly/community-sntc
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