Description
Cisco CX Success Tracks Level 1 - Extended Service is a premier support and services package tailored for organizations that rely on Cisco technologies to power critical operations. This offering goes beyond traditional warranty coverage by delivering around-the-clock access to dedicated Customer Experience (CX) Centers, proactive knowledge resources, and a fast-track support workflow designed to minimize downtime and maximize the value of your Cisco investment. With 24x7 access to expert guidance, live sessions from Cisco solution specialists, and integrated case-management tools, CX Success Tracks Level 1 - Extended Service helps IT teams resolve complex issues faster, implement best practices, and maintain peak network performance across data centers, campuses, and edge deployments. The service is built to simplify operations, accelerate problem resolution, and provide peace of mind for enterprises that demand reliability and continuous availability from their Cisco infrastructure.
- 24x7 Access to CX Centers: Enjoy uninterrupted, around-the-clock access to dedicated Cisco Customer Experience Centers, ensuring you can report issues, receive Solution Support, and collaborate with Cisco experts whenever you need it. This nonstop support is designed to minimize downtime and keep mission-critical networks and services online.
- Expert-Led Knowledge Sessions: Benefit from regular "Ask the Experts" sessions led by Cisco solution specialists who share proven best practices, optimization tips, and guidance on configuring and operating Cisco products for maximum efficiency. These sessions translate complex technical concepts into actionable steps for your team.
- Efficient Case Management: Streamline issue tracking with integrated solutions from Cisco and Solution Support Alliance Partner products, enabling faster triage, escalation, and resolution. A cohesive workflow reduces administrative overhead and helps ensure consistent service delivery across multiple product families.
- Comprehensive Support Resources: Access a broad library of case information, real-time install base views, and e-learning courses that empower your operations team. With up-to-date documentation and training materials at their fingertips, your staff can resolve routine questions quickly and escalate when necessary.
- Rapid Hardware Replacement: Rely on a rapid 4-hour Advanced Hardware Replacement service response time to minimize downtime and keep critical devices operational. This accelerated replacement capability is essential for maintaining business continuity in environments with high-availability requirements.
Technical Details of Cisco CX Success Tracks Level 1 - Extended Service
- Service Type: Extended Service
- Support Hours: 24x7
- Response Time for Hardware Replacement: 4 hours
- Access to CX Centers: Yes
- Knowledge Sessions: Included
- Consulting Services: Available
How to install Cisco CX Success Tracks Level 1 - Extended Service
- Step 1: Purchase the service through a Cisco authorized partner or directly via the Cisco website. Ensure your order aligns with your organization’s IT needs and Cisco product portfolio.
- Step 2: You will receive a confirmation email containing setup instructions and next steps. Review the documentation to understand access points and service boundaries.
- Step 3: Log in to the Cisco CX Portal using the credentials provided in your confirmation email. The portal is your centralized location for service resources, knowledge sessions, and support tools.
- Step 4: Access the various CX Portal resources, including knowledge sessions, case management tools, install-base views, and e-learning courses. Configure user roles and notifications to ensure your team stays informed.
- Step 5: If you encounter setup-related questions or need assistance configuring features, contact the CX Center for guided support and clarification.
Frequently asked questions
- What is the duration of the Cisco CX Success Tracks Level 1 - Extended Service? The duration can vary based on your purchase agreement, but it is typically offered as an annual subscription, with renewal options aligned to organizational needs and Cisco licensing terms.
- How do I access the "Ask the Experts" sessions? You can access these sessions through the Cisco CX Portal, where a schedule of upcoming sessions and registration options will be made available. Sessions are designed to be convenient for global teams and may cover a range of topics from product operation to optimization strategies.
- Is there an additional cost for hardware replacement services? No. The Advanced Hardware Replacement service is included as part of the Cisco CX Success Tracks Level 1 - Extended Service package, eliminating separate hardware swap charges for eligible devices within the service scope.
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