This service delivers personalized technical account management, expedited technical support, and expert field support engineering for the 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 ensure that the unified computing environment runs at peak efficiency. If a problem arises that threatens business continuity, the TAM provides crisis management leadership, and your IT staff receives expedited access to Cisco's Technical Assistance Center (TAC).
With the Cisco Unified Computing Drive Retention (UCDR) service, you can obtain a disk drive in exchange for a faulty drive without returning the faulty drive. In exchange for a Cisco replacement drive, you provide a signed Certificate of Destruction (CoD) confirming that the drive has been removed from the system listed, is no longer in service, and has been destroyed. Sophisticated data recovery techniques have made classified, proprietary, and confidential information vulnerable, even on malfunctioning disk drives. The UCDR service enables you to retain your drives and ensures that the sensitive data on those drives is not compromised, thereby reducing the risk of any potential liabilities. This service also enables you to comply with regulatory, local, and federal requirements.
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.