Cisco CX Success Tracks Level 1 - Extended Service

Achieve maximum uptime and predictable maintenance for your Cisco CX environment with Cisco CX Success Tracks Level 1 - Extended Service. This comprehensive on-site support plan is designed to keep your system operating at peak performance, even when CPU and memory components are addressed separately. With 24x7 access to Cisco experts, a guaranteed on-site response, and proactive consulting, you’ll experience fewer interruptions, faster recovery, and a clearer path to long-term and total cost of ownership (TCO) efficiency.

Whether you’re safeguarding critical applications, ensuring seamless customer experiences, or maintaining high-availability network services, this extended service offers a reliable safety net. The program centers on on-site service delivery, exchange of components when needed to minimize downtime, and strategic guidance to prevent mishaps before they disrupt operations. By combining hands-on field support with professional consulting, Cisco CX Success Tracks Level 1 delivers both immediate problem resolution and durable network health management.

Key benefits of this service include reducing mean time to repair (MTTR), lowering the risk of extended outages, and providing a transparent cost structure that helps IT leaders forecast budgets with confidence. The on-site exchange model keeps your systems current and reduces the time your staff spends coordinating hardware movements. With 24x7 coverage and a 4-hour on-site response window, you gain rapid access to certified professionals who understand Cisco CX hardware and software ecosystems, enabling faster diagnosis, precise remediation, and smoother operations day after day.

• 24 x 7 x 4 Hour On-site Support: Around-the-clock access to Cisco CX experts with a guaranteed 4-hour on-site response. This rapid deployment of hands-on support minimizes downtime during critical incidents and accelerates issue resolution, ensuring your most essential services stay online when they matter most.
• On-site Exchange Keeps Your System Optimally Maintained: If a hardware component needs replacement or upgrading, the on-site exchange service minimizes your system’s downtime by delivering and installing replacements at your location, reducing transport delays and additional staging time.
• Consulting Services for Mishap Management: Included advisory support helps your team anticipate, plan for, and quickly recover from mishaps. Access Cisco experts who can guide incident response, root-cause analysis, and remediation strategies to prevent recurrence.
• On-site Service Location for Reliability: On-site presence translates to higher reliability and faster fault isolation. Field engineers work directly in your data center or office environment, leveraging firsthand visibility to optimize configurations and ensure compatibility with your existing Cisco CX deployment.
• Predictable Total Cost of Ownership (TCO): A defined service contract with clear terms reduces unexpected maintenance bills and helps you forecast annual operating expenses, contributing to a more stable budget and long-term financial planning.

Technical Details of Cisco CX Success Tracks Level 1 - Extended Service

• Service Type: Extended Service for Cisco CX Success Tracks Level 1 designed to deliver on-site support and proactive maintenance without CPU/memory components included in this plan.
• Coverage Window: 24x7 availability with a guaranteed 4-hour on-site response to critical incidents, ensuring rapid remediation and minimal disruption to business operations.
• Delivery Model: On-site exchanges and field-based support provided by Cisco-certified technicians to keep your CX environment available and up to date.
• Scope: Targeted for Cisco CX systems; note that CPU and memory components may be addressed under separate arrangements or be excluded from coverage as specified in the contract.
• On-site Location: Service is delivered at your specified on-site location to maximize reliability and minimize transport-related delays.
• Consulting Component: Includes proactive consulting to help you handle mishaps, optimize configurations, and plan for future upgrades or capacity needs.
• Contractual Nature: Predictable billing with defined service levels, response times, and performance metrics to support budgeting and resource planning.

How to install Cisco CX Success Tracks Level 1 - Extended Service

Activation of the Extended Service does not require software installation, but it does require proper enrollment and configuration with your Cisco account team or authorized partner. Follow these steps to get started and ensure you receive the full benefits of this service:

• Confirm Eligibility and Purchase: Work with your Cisco account manager or certified partner to confirm that your organization and devices qualify for Cisco CX Success Tracks Level 1 Extended Service and to finalize the contract terms.
• Provide Device Details: Gather and submit the necessary information for your CX devices, including model identifiers, serial numbers, and current configurations, as well as the intended service location(s).
• Submit Activation Request: Initiate the service activation through the partner portal or Cisco Support channel. Ensure all required documentation and contact points are included to avoid delays.
• Define On-site logistics: Establish preferred on-site visit windows, escalation contacts, and any access requirements for secure data centers or protected facilities to expedite technician arrival and service delivery.
• Onboard and Validate: After activation, coordinate an onboarding call with the Cisco CX support team to review service scope, service levels, and key performance indicators. Validate that the exchange process, if needed, is understood, and confirm reporting procedures for incident tracking.

Frequently asked questions

• What exactly is included in Cisco CX Success Tracks Level 1 - Extended Service? This plan provides 24x7 support with a guaranteed 4-hour on-site response, on-site hardware exchange when required, and access to consulting services to manage mishaps and optimize your CX deployment. It focuses on keeping your system healthy and available while offering predictable budgeting and proactive guidance.
• Is CPU or memory hardware covered under this service? The description indicates the service is offered without CPU or memory components included. Coverage for these parts may be handled under separate agreements or parts contracts; confirm specifics with your Cisco representative or partner to align expectations.
• How fast is the on-site response? A 4-hour on-site response is guaranteed for critical incidents, available 24 hours a day, 7 days a week. This rapid response minimizes downtime and accelerates incident resolution for essential CX workloads.
• What kind of on-site exchanges are provided? When a faulty component can be replaced on-site, technicians bring and install the replacement parts at your location to restore service quickly and reduce business impact. The exact parts covered are defined in the service contract and may vary by device model and region.
• How do I activate or renew this service? Activation and renewal are handled through your Cisco account team or your authorized partner. You’ll need to provide device details, service location, and contractual terms. If you already have a CX Success Tracks Level 1 plan, work with your account representative to renew and adjust scope as needed.