Description
In modern IT environments, uptime is non-negotiable and predictability is priceless. The Cisco Partner Support Service - Service 2 Ps, 2 Fans is engineered to keep Cisco-based infrastructures performing at their best with a 24 x 7 x 4-hour technical support framework. This service delivers a reliable, proactive approach to maintenance and issue resolution, pairing round-the-clock access to Cisco-certified engineers with a predictable total cost of ownership. By combining fast response times, expert guidance, and ongoing optimization, it minimizes downtime, accelerates incident resolution, and provides a platform for steady performance improvements across your Cisco ecosystem. Whether you’re running a lean, multi-site operation or a large enterprise network, Service 2 Ps, 2 Fans is designed to align with your business priorities—delivering reassurance, speed, and measurable value when it matters most.
- Round-the-clock coverage with rapid response — Enjoy 24x7 access to Cisco-certified engineers who are ready to assist at any time. The service guarantees a four-hour response window for critical incidents, ensuring you’re never left waiting and that urgent issues are triaged and acted upon quickly. This constant coverage minimizes unplanned downtime, supports business continuity, and gives your IT team a dependable safety net. Remote diagnostics are standard, enabling fast root-cause analysis without unnecessary site visits, so your team can resume normal operations sooner.
- Predictable total cost of ownership — The service is designed to be budget-friendly and easy to forecast. With clearly defined scope, service levels, and escalation paths, you can plan ahead with confidence, reducing the financial surprises that often accompany outages or unexpected hardware faults. The predictable TCO helps you optimize procurement cycles and align support costs with your quarterly and annual budgeting processes, freeing precious resources for innovation and strategic initiatives while maintaining strict reliability standards for your Cisco assets.
- Phone-based technical support and proactive maintenance — The core of this service is direct telephone access to seasoned technicians who guide you through problem resolution and configuration optimization. In addition to reactive troubleshooting, proactive maintenance is a key component, including guidance on firmware updates, patch management, and best-practice configurations. Proactive health checks help you identify potential bottlenecks before they impact users, while actionable recommendations enable your team to implement improvements efficiently, with clear documentation and follow-up to verify outcomes.
- Tailored for Cisco partner ecosystems — This service is built to harmonize with Cisco hardware, software, and certification programs. It leverages Cisco’s knowledge base, engineering practices, and escalation channels to ensure fast, accurate triage and effective collaboration with Cisco account teams during critical incidents. Multi-site deployments and complex architectures are supported, providing consistent service levels across diverse environments and ensuring alignment with Cisco’s recommended configurations and security standards.
- Proactive optimization and ongoing performance gains — Beyond incident handling, Service 2 Ps, 2 Fans emphasizes continuous improvement. Expect periodic health reviews, configuration audits, and performance tuning designed to maximize throughput, security, and reliability. Expect reports that spotlight risks and optimization opportunities, plus guidance on best practices that help your environment scale smoothly over time. This approach protects device lifecycles, sustains capacity, and supports growth without sacrificing stability or control over operation costs.
Technical Details of Cisco Partner Support Service - Service 2 Ps, 2 Fans
- Service Level — 24 x 7 technical support with a guaranteed 4-hour service response time for priority issues.
- Response Time — Four-hour response window, with defined escalation steps to ensure timely handling of urgent cases.
- Delivery Method — Phone-based support with access to Cisco-certified engineers; includes remote diagnostics and collaborative troubleshooting.
- Scope — Incident management, proactive maintenance, configuration guidance, and performance optimization for Cisco devices and software within the covered environment.
- Compatibility — Optimized for Cisco partner ecosystems, suitable for broad deployments including routers, switches, security appliances, and collaboration solutions.
How to install Cisco Partner Support Service - Service 2 Ps, 2 Fans
As a service-enabled offering, activation and onboarding are straightforward and designed to align with your existing Cisco asset inventory. The installation process focuses on matching coverage to your environment and ensuring seamless access to support resources. Start by confirming eligible devices, sites, and anticipated service levels with your Cisco partner or account manager. The onboarding team will map your inventory to the service, assign the appropriate SKU or subscription, and configure the service in the partner portal. You’ll provide essential details such as device models, serial numbers, and current firmware levels to ensure compatibility and to tailor the recommended maintenance plan. After activation, you will receive confirmation of coverage windows, contact routes, and escalation contacts. A dedicated onboarding session typically covers critical business services, compliance considerations, and security policies to ensure your team can operate confidently from day one. Finally, establish reporting expectations, define key performance indicators, and set review intervals to measure the effectiveness of the service over time.
- Step 1: Verify covered devices, sites, and organization units with your Cisco partner.
- Step 2: Activate the service in the Cisco partner portal and attach the correct SKU or subscription.
- Step 3: Configure support hours, contact channels, and escalation paths to match your operational needs.
- Step 4: Provide device inventory details, including model numbers and firmware levels, to ensure accurate triage and remediation.
- Step 5: Complete onboarding, confirm go-live, and set up periodic reviews to monitor performance and alignment with objectives.
Frequently asked questions
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What does 24 x 7 x 4 Hour service mean?
It means you have around-the-clock access to Cisco-certified engineers, with a guaranteed four-hour response time for priority incidents. This combination reduces downtime and accelerates problem resolution, regardless of when issues occur or where your teams are located.
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Which devices and solutions are covered?
The service is designed for Cisco-based environments, including routers, switches, security appliances, collaboration tools, and related software. Coverage is defined during onboarding in consultation with your Cisco partner, ensuring alignment with your asset inventory and business needs.
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How is pricing structured?
The service features a predictable, fixed-cost model with clearly defined scope, response times, and escalation procedures. There are no hidden fees for covered activities, and the structure is designed to support budgeting, procurement, and lifecycle planning for Cisco assets.
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Can I adjust or scale the service?
Yes. The service is designed to scale with your environment. You can adjust coverage levels, add sites or devices, and revise service terms through your Cisco partner, ensuring continued alignment with evolving requirements and IT strategy.
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How do I contact support and escalate issues?
Support is accessible via a dedicated phone line and through the partner portal. The escalation process is defined in your onboarding documentation, with clear steps to move from initial triage to higher-level engineering involvement as needed to resolve complex incidents.
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