Cisco Unified Computing Mission Critical Support Service helps you protect your business operations by maintaining the stability and availability of your business-critical unified computing environment, while helping you to realize the full value of your investment. This service delivers personalized technical account management, expedited technical support, and expert field support engineering for your Cisco Unified Computing System (UCS).
The Mission Critical Support Service provides a designated technical account manager (TAM) who acts as a strategic resource to help assure your unified computing environment runs at peak efficiency, while adhering to your business computing strategy and requirements. Should a problem arise that threatens business continuity, the TAM provides crisis management leadership, and your IT staff gets expedited access to Cisco's award-winning Technical Assistance Center (TAC). If you require expert field support to implement proactive and remedial changes, the field support engineering option provides an engineer with deep technical expertise who implements changes remotely or onsite. Additionally, you receive all the features of the Cisco Unified Computing Support Service, including triage support for third-party software and parts replacement in as little as two hours. When your unified computing environment is crucial to your business, the Cisco Unified Computing Mission Critical Support Service provides the personalized, expert help you need to accelerate problem remediation and help minimize downtime.
The TAM provides executive-level guidance about the unified computing environment and IT trends through quarterly business reviews and informal dialogs with executives at their request. The quarterly business review (QBR) offers a framework for consistent, executive-level communication.
Your IT staff builds unified computing expertise by working with the TAM, and they have full access to Cisco's extensive online resources to further build their knowledge.
The TAM helps provide a clear vision of the technical support roadmap your business requires to address technical issues and identify the right software levels for your unified computing environment.
Technical change recommendations
Based on this assessment and dialog with IT management, the TAM makes recommendations for technical changes that can be implemented either by your IT staff or a Cisco field support engineer (FSE).
Crisis management leadership
Should a problem arise that threatens business continuity, the TAM provides crisis management leadership to help accelerate problem remediation and resolution. The TAM can coordinate activities with third-party UCS vendors and submit Cisco and third-party service requests.