Description
Cisco Solution Support - Service
Cisco Solution Support provides centralized, expert-driven assistance that owns issue management and resolution across Cisco and solution partner products within our eligible solutions. Our team of solution experts serves as your primary point of contact, owning your case from the first call through final resolution. This service is designed to simplify complex environments, accelerate problem diagnosis, and align problem-solving efforts with your business priorities, so you can maintain uptime and maximize the value of your Cisco investments.
- Centralized expert support — A dedicated team of solution experts takes ownership of your issue from the initial contact to final resolution, coordinating across Cisco and partner products to prevent finger-pointing and reduce mean time to repair.
- Single point of contact — Enjoy a streamlined experience with a primary point of contact who understands your environment, coverage scope, and service levels, eliminating the need to juggle multiple vendors or support portals.
- Cross-vendor coordination — Our solution experts synchronize efforts across Cisco technologies and solution partners, ensuring faster diagnostics, cohesive work plans, and unified communication with your organization.
- Proactive case ownership — Expect proactive updates, status tracking, and timely escalations when needed, so you stay informed and can plan around potential downtime or change windows.
- Comprehensive coverage — This service spans eligible Cisco solutions, delivering consistent support across devices, software, and integrated partner solutions to minimize downtime and maximize performance.
Technical Details of Cisco Solution Support - Service
- Specification details: See the supplier catalog for definitive technical specifications based on UPC or SKU; Cisco Solution Support details may vary by eligible solutions and region. For the most accurate information, reference the official product specifications in the ec.synnex.com catalog using the corresponding UPC/SKU.
How to Install Cisco Solution Support - Service
Getting started with Cisco Solution Support is about onboarding your environment, confirming eligibility, and aligning service levels with your operational needs. The installation process is designed to be straightforward, with your assigned solution expert guiding you every step of the way.
- Verify eligibility and enroll — Confirm which Cisco solutions and partner products are eligible for Solution Support and enroll those items into the service. This ensures coverage across the devices and software you rely on most.
- Provide inventory details — Share your product list, including SKUs and UPCs, so the solution experts can map coverage accurately across your environment and configure appropriate service levels.
- Assign primary contact and escalation paths — Designate a primary point of contact and a backup, plus escalation contacts, to ensure clear communication channels and fast access during critical incidents.
- Activate the support portal access — Gain access to Cisco’s support ecosystem and the solution expert’s case management tools, enabling you to submit requests, track progress, and receive updates in real time.
- Kickoff and onboarding — Your solution expert will conduct a kickoff session to review your environment, define incident response expectations, set notification preferences, and outline the process for issue resolution.
Frequently asked questions
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Q: What is Cisco Solution Support?
A: Cisco Solution Support is a centralized service that provides a dedicated team of solution experts to manage and resolve issues across Cisco products and solution partner solutions within eligible deployments. It is designed to simplify support, improve response times, and ensure coordinated problem-solving across a customer’s entire solution stack. -
Q: Who will I work with?
A: You will work with a solution expert who acts as your primary point of contact, owns your case from first call to resolution, and coordinates with Cisco engineers and partner teams as needed to address the issue. -
Q: What types of problems does this service cover?
A: Coverage typically includes hardware, software, and integrated solutions within eligible Cisco offerings and partner integrations. The exact scope depends on the specific solutions enrolled and regional terms. -
Q: How fast will issues be resolved?
A: Response and resolution times are defined by service levels associated with your enrolled solutions. Your solution expert provides regular status updates and will escalate if there is a risk of extended downtime or complex remediation. -
Q: How do I enroll or activate this service?
A: Enrollment is completed through the Cisco support ecosystem by providing your inventory (SKUs, UPCs) and confirming eligibility. Once activated, your assigned solution expert will guide you through onboarding, portal access, and the initiation of case management. -
Q: Is this service available worldwide?
A: Availability and terms vary by region and product, so it’s best to check with your Cisco account representative or the official catalog to confirm eligibility in your location.
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