RFB 4024 - Attachment D - Cisco Smart Net At-a-Glance.pdf
PDF 116 KB Posted
- Attached to
- Request for Bid (RFB 4024) for Smart Net Service
- Solicitation number
- 4024
- Issued by
- Wisconsin
About this file
This document is a Cisco Smart Net Total Care service overview prepared for Wisconsin's Request for Bid 4024, issued by the Technical Services Department. The RFB seeks pricing for one year of Cisco Smart Net service to cover equipment specified in an attached equipment list, with services retroactive to a designated start date. The Smart Net service is to be provided directly by Cisco as outlined in this informational brochure.
Cisco Smart Net Total Care is a comprehensive technical support and infrastructure management service that provides 24/7 access to Cisco Technical Assistance Center (TAC) experts, advance hardware replacement in as little as two hours, and online self-help resources including knowledge libraries and software downloads. The service includes smart capabilities delivered through a dedicated portal that offer installed base visibility, contract status tracking, identification of uncovered devices, security and product alerts, and end-of-life (EoX) details. Key service components include technical service and incident management for troubleshooting and configuration support, proactive security and product alerts management, service coverage management to ensure critical assets have appropriate support levels, and product lifecycle management to maintain visibility of the installed base. According to Forrester research, typical outcomes include 65 percent reduction in security breach risk, 75 percent reduction in outage length, $1.6 million in downtime savings, and $150,000 in operational cost reductions. Cisco has received J.D. Power and Associates certification for outstanding customer service eleven times and holds CTSS certification.
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Other files
| File | Type | Posted |
|---|---|---|
| RFB 4024 - Smart Net Service.docx | DOCX document | |
| RFB 4024 - Attachment C - Smart Net Bid and Cost Detail.xlsx | XLSX spreadsheet |
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At a glance Cisco public
Cisco Smart Net Total Care Cisco Smart Net Total Care Service (SmartNet)
© 2018 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.
Service overview 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.
Cisco TAC experts are accessible 24 hours a day, 365 days per year.
Technical services are backed by advance hardware replacement in as little as two hours Online self-help tools include our extensive knowledge library, software downloads, and support tools designed to help you resolve network issues quickly, often without opening a case.
Smart capabilities are delivered through the Smart Net Total Care portal, providing actionable reports and automation to support your Cisco products.
Customizable screens show you up-to-date information about the service coverage, product lifecycles, and alerts that apply to your network.
Together, these foundational technical services and smart capabilities can help you resolve problems more quickly, mitigate risk, and improve operational efficiency.
At a glance Cisco public
Award-winning technical support
Smart capabilities extend the value of foundational support services
Installed based visibility
Contract status
Uncovered devices
Relevant security and product alerts
EoX details
Technical support capabilities Cisco TAC
Technical Assistance Center
Online resources
Advance hardware replacement
Software updates
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 eleven times1. Our services provide troubleshooting support, advance hardware replacement options, and extensive self-help along with smart capabilities that improve support staff efficiency.
Transforming your technical support experience Smart Net Total Care’s Technical Support capabilities and insights drive smart workflows that help you resolve problems faster, improve operational support margins, and reduce risk.
• Technical service and incident management - provides access to Cisco expertise to resolve incidents quickly. The Cisco TAC can assist with product use, configuration, and troubleshooting issues.
• Security and product alerts management - helps proactively identify and manage alerts relevant to your network, reducing continuity risk.
• Service coverage management - helps quickly and easily ensure critical assets have the necessary support levels to meet your business needs and comply with corporate policies.
• Product lifecycle management - gives you an up-to-date view of your Cisco installed base. This makes it easier to maintain proper device configurations, identify end-of-life hardware, and plan for needed product upgrades.
“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
Typical outcomes include:2
| • | 65% reduced security breach risk |
| • | 75% reduced length of outages |
| • | $1.6M savings in downtime |
| • | $150K reduced cost in operations |
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.
© 2018 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: https://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)� C45-735464-01 07/18
1 J.D. Power and Associates 2 Forrester Total Economic Impact Study, 2017 https://www.cisco.com/go/total http://www.bit.ly/community-sntc https://blogs.cisco.com/services/cisco-achieves-31st-tsia-star-recognition-and-11th-j-d-power-certification https://www.cisco.com/c/dam/en_us/services/portfolio/product-technical-support/smart-net-total-care/documents/tei-sntc-final.pdf?elqTrackId=722a8d24de844d8d94e79398a1bbb765&elqTrack=true&elqaid=4108&elqat=2
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