Cisco Solution Support: Extended Service

Protect your Cisco infrastructure with Cisco Solution Support – Extended Service, a comprehensive on-site maintenance program designed to keep critical hardware operating at peak performance. This service centers on CPU, memory, and drive components, delivering 24/7 phone support, rapid on-site response, and inclusive parts and labor. By choosing this extended service, you gain a predictable, budget-friendly path to uptime, reduced risk, and peace of mind knowing Cisco-certified technicians are ready to resolve issues quickly and efficiently. Whether you’re running a small data center or a sprawling enterprise network, this plan aligns with your need for reliability, performance, and cost control.

• Round-the-clock support - Enjoy 24x7 access to Cisco experts via phone and web-based channels for fast issue triage, guidance, and escalation when needed, helping you minimize downtime and restore services swiftly.
• Rapid on-site response - On-site service with a four-hour response window to address hardware faults promptly, ensuring critical systems stay available and productive.
• Comprehensive hardware coverage - Coverage targets essential hardware components—CPU, memory, and drive modules—so your core processing and storage functions stay reliable under load.
• Parts and labor included - The plan includes replacement parts and technician labor, delivering a complete maintenance solution that reduces unforeseen repair costs and administrative overhead.
• Predictable total cost of ownership - Defined service levels and transparent pricing help you budget accurately, avoiding surprise repair bills while maintaining performance guarantees.

Technical Details of Cisco Solution Support - Extended Service - Service Cpu, Mem, Drives, 2

• Service level: 24x7 phone support with proactive case management and an on-site response within four hours where required, ensuring rapid assistance when incidents occur.
• Hardware coverage: Coverage explicitly includes CPU, memory, and drive components, focusing on the most impactful hardware elements that affect system performance and reliability.
• Maintenance scope: Includes proactive diagnostics, fault isolation, and repair or replacement of covered parts to restore normal operation with minimal interruption.
• Labor and parts: All necessary labor and replacement parts are included to complete maintenance activities and return equipment to service quickly.
• Contract term: Typically presented as a 2-year term within the Extended Service package, aligning with device lifecycles and maintenance planning.
• Support model: Access to Cisco-certified technicians and the Cisco Technical Assistance Center (TAC) for advanced engineering support as needed.

How to Install Cisco Solution Support - Extended Service

Activating this service is designed to be straightforward and seamlessly integrate into your existing support structure. After purchase, your organization can initiate activation with Cisco or your authorized partner, using your device inventory to map coverage and service levels. The goal is to have you ready to leverage 24x7 access, on-site response, and parts-and-labor protection without lengthy onboarding.

• Gather device details: collect serial numbers, model identifiers, and current firmware or software levels for CPU, memory, and drives to ensure comprehensive coverage and accurate scoping of maintenance activities.
• Confirm service scope and term: decide the duration (commonly a 2-year term) and the level of on-site support that matches your uptime targets and maintenance strategy.
• Submit activation information: provide contract documents, organization details, and preferred contact channels to Cisco or your partner to initiate the service activation process.
• Coordinate scheduling and access: arrange on-site visit windows if required, and ensure technicians have secure access to the data center, racks, and network infrastructure for efficient maintenance work.
• Prepare remote diagnostics and escalation paths: enable remote connectivity and establish escalation contacts so technicians can diagnose issues quickly and escalate to TAC if deeper engineering support is needed.

Frequently asked questions

• Q: What devices are covered by Cisco Solution Support - Extended Service?
  A: Coverage focuses on core hardware components—CPU, memory, and drives—across Cisco devices included in the service agreement. The exact eligibility depends on your purchase and product family, and Cisco or your partner can confirm device-level coverage during activation.
• Q: What support channels are included?
  A: The service provides 24x7 phone support for issue triage and guidance, with on-site support available on a four-hour response basis to address hardware faults and restore services quickly.
• Q: What is the response time for on-site visits?
  A: On-site response is guaranteed within four hours after the issue is identified and deemed to require on-site attention, helping minimize downtime for critical systems.
• Q: Are parts and labor included?
  A: Yes. The Extended Service includes replacement parts and technician labor as part of the maintenance, removing the burden of unexpected repair costs and simplifying budgeting.
• Q: How long does activation take?
  A: Activation timelines vary by account, but after contract execution, Cisco or your partner typically schedules activation promptly. Once activated, you gain immediate access to 24x7 support and on-site coverage as defined in the service levels.
• Q: What is the term length and renewal process?
  A: The standard term is commonly 2 years, aligning with hardware refresh cycles and maintenance planning. Renewal is handled through your Cisco account team or partner, with options to adjust scope as your environment evolves.