Cisco Support Services

Working in partnership with Cisco through the Cisco Services Partner Program (CSPP), SmartNet Support 365 are able to deliver Cisco products along with all of the Cisco support options available through Cisco branded services such as Cisco SmartNet alongside our Cisco support services to deliver a feature rich hardware and software maintenance support proposition at a reduced cost.

By operating with a Cisco partner such as SmartNet Support 365, our clients can benefit from a vast pool of Cisco tech support specialists ranging from CCNA qualified up to CCIE technology specialists who have expertise in areas such as Network Security, Cisco Wireless Support, Cisco Routing and Switching, Cisco UCS support, Data Centre, Unified Communications and Voice.

SmartNet Support 365 Break/Fix Enhanced Services

Our clients have privileged access to enhanced Cisco support services with our break/fix enhanced options include specialist services such as monitoring, management and installation/implementation including Cisco routing and switching, Cisco security, SmartNet wireless, datacentre, Flexpod and Cisco technical support.


SmartNet Support 365 Cisco Support services provides clients with access to the below:

  • Bespoke SLA’s
  • Guaranteed fix options
  • Break/fix options plus enhanced services
  • End of life support across a broad range of legacy equipment and additional life support
  • Monthly service reporting
  • Lower overall maintenance costs
  • On-going updates and upgrades
  • Additional discounts over standard CSPP offering
  • 24/7 Cisco TAC access
  • Cisco online resources
  • Operating system software and support
  • Smart services diagnostics and alerts
  • Onsite engineers
Cisco SmartNet Support wheel


Please contact us today for a free no obligation quote around our Hardware IT Support Services.

SmartNet Support 365 has partnered with a Cisco Collaborative Services Partner to deliver leading class IT support across all Cisco technologies.

Hardware Maintenance

Covering devices from all of the leading vendors that include servers, storage, routers, switches, desktops and laptops SmartNet Support 365 have the technical expertise to successfully respond to a variety of networking scenarios.

SmartNet Support 365 service levels are split into 3 defined areas; Fix, Response and Advanced Replacement. Depending on the requirement, all SmartNet Support 365 clients can select a variety of options to tailor their own SLA in response to their hardware needs.

As part of the defined Service Levels provided, all SmartNet Support 365 clients can select a specific time constraint to accompany the service level agreement whether that be a 4 or 8 hour response, Monday to Friday coverage, or a complete 24/7 support package. These flexible options mean SmartNet Support 365 can deliver measured service levels to its customers in a way that exactly meets their specific needs.

SmartNet Support 365 Service Level features

Fix

  • Return to service within defined SLA
  • Onsite engineer
  • Parts to site
  • Escalation
  • Software support upon request

Response

  • Engineer to site within defined SLA
  • Parts following diagnosis
  • Escalation
  • Software support upon request

Advanced Replacement

  • Parts to site within defined SLA
  • Escalation
  • Software support upon request

Click here to view our complete list of SLA’s

 

Supported Vendors

Desktops & Laptops

  • Acer
  • Clone
  • Compaq
  • Dell
  • Fujitsu
  • Gateway
  • Hewlett Packard
  • IBM
  • Toshiba
  • Samsung
  • Sony

Servers & Storage

  • Acer
  • Clone
  • Compaq
  • Dell
  • Fujitsu
  • Gateway
  • Hewlett Packard
  • IBM
  • Netapp
  • Toshiba
  • Sun

Routers & Switches

  • Allied Telesyn
  • Aruba
  • Baystack
  • Cabletron
  • Enterasys
  • Cisco
  • Draytek
  • Extreme
  • Hewlett Packard
  • Check Point

  • IBM
  • Juniper
  • Netgear
  • Netscreen
  • Nokia

  • Nortel
  • VMware
  • Watchguard
  • Zyxel
  • 3Com

Please contact us today for a free no obligation quote around our Hardware Maintenance contacts.

Our Engineers

SmartNet Support 365 is recognised as one of the leading IT support services providers across the UK and Ireland. SmartNet Support 365 provides customers with a complete IT support solution delivering around the clock maintenance, installation and integration support across a wide range of data systems.

SmartNet Support 365 has a nationwide team of field based support specialists who are fully trained to deliver around the clock onsite hardware support.

Engineering Levels

Level 1

  • Entry level grade for junior engineers
  • Working to CCNA/MCDST/A+ with field experience
  • Can handle basic fault finding hardware/software

Level 2

  • CCNA/MCSA qualified with field experience and at least 2 years field experience
  • Can handle fault finding on a wider range of equipment, installation and configuration of OS
  • Dell DSP

Level 3

  • CCNP/MCITP, MCSE qualified with at least 2 years field experience, complex fault finding, basic system design
  • Dell DSP

 

Level 4

  • At least CCNP/MCITP, MCSE level with over 4 years field experience, project management, complex fault finding, complex system, 3rd line
  • Broad skill set
  • Leadership skills
  • IBM System X Certified

Level 5

  • CCNP, CCVP, CCSP, CCIP/MCITP, MCSE Consultant Level with 6+ years field experience.
  • As above plus Team Leader, Pre Sales. Area of specialisation
  • Prepare and implement training
  • HP Blade Centre ASE
  • VMware VCP5, VCP5-DT, VCP5-DCV
  • Citrix CCA, CCEE

Level 6

  • CCIE Voice, Security and Routing/Switching qualified
  • As above plus Team Leader, Pre Sales. Area of specialisation
  • Prepare and implement training

Service Level Agreements

Below is our comprehensive list of Service Level Agreements that can be applied from our supported vendors.

24 x 7 x 365 4 hour Fix

Engineer to arrive onsite with parts and to restore the service within 4 hours of the call being logged.

8 x 5 x 4 hour Fix

Engineer to arrive onsite with parts and to restore the service within 4 business hours of the call being logged.

8 x 5 x NBD Fix

Engineer to arrive onsite with parts and to restore the service before the end of the next business day (NBD) after the call being logged.

24 x 7 x 365 4 hour Response

Engineer to arrive onsite within 4 hours of the call being logged. (Parts included, but not necessarily within the 4 hours).

8 x 5 x 4 hour Response

Engineer to arrive onsite within 4 business hours of the call being logged. (Parts included, but not necessarily within the 4 hours).

8 x 5 x NBD Response

Engineer to arrive onsite before the end of the next business day (NBD) after the call being logged, parts included, but not necessarily for the next business day.

24 x 7 x 365 4 hour Advanced Replacement

Parts only, 4 hours response – parts to arrive within 4 hours of a call being logged.

8 x 5 x 4 Advanced Replacement

Parts only, 4 hours response – parts to arrive within 4 business hours of a call being logged.

8 x 5 x NBD Advanced Replacement

Parts only, next business day NBD response – parts to arrive before the end of the next business day from the call being logged.