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Table 8.
Cisco Technical Support Services—Components
Service Feature
Software Support
Cisco TAC Support
Cisco.com
Advance Hardware Replacement
Table 9.
Technical Support Services—Competitive Differentiators
Feature
Worldwide Virtual Lab
Cisco TAC Training
•
"Boot Camps"
•
Tech Calls
•
Tech Forums
Cisco Live
Global Logistics
Cisco IOS Software
FOR MORE INFORMATION
To learn more about how you can take advantage of Cisco Technical Support Services, talk to your Cisco representative or visit Cisco Technical
Support Services at http://www.cisco.com/en/US/products/svcs/ps3034/ps2827/serv_group_home.html.
Important notices, privacy statements, and trademarks of Cisco Systems, Inc. can be found on cisco.com.
Benefits
Software support offers maintenance and minor and major updates for licensed feature sets.
Downloading new maintenance releases, patches, or updates of Cisco IOS Software helps to enhance
and extend the useful life of Cisco devices. Through major software updates, it is possible to extend the
life of equipment and maximize application technology investments by:
•
Adding new functions that, in many cases, require no additional hardware investment
•
Increasing the performance of current functions
•
Enhancing network or application availability, reliability, and stability
With more than 1000 highly trained customer support engineers, 390 CCIE
13,000 research and development engineers, Cisco TAC complements your in-house staff with a high
level of knowledge in data-, voice-, and video-communications networking technology. Its sophisticated
call-routing system quickly routes calls to the correct technology personnel. The Cisco TAC is available
24 hours a day, 365 days a year.
This award-winning Web site provides 24-hour access to an extensive collection of online product and
technology information, interactive network management and troubleshooting tools, and knowledge-
transfer resources that can help customers reduce costs by increasing staff self-sufficiency and
productivity.
Advance-replacement and onsite field-engineer options supply fast access to replacement hardware and
field resources for installing hardware, minimizing the risk of potential network downtime.
Benefits
This extensive lab of Cisco equipment and Cisco IOS Software releases provides an invaluable
engineering resource and knowledge base for training, product information, and recreation and testing of
selected network issues to help decrease time to resolution.
Cisco is committed to providing customers the latest in technology support. These Cisco TAC training
programs assist customers in case avoidance as well as provide knowledge transfer of Cisco networking
expertise.
A powerful suite of Internet-enabled tools with firewall-friendly features, these secure, encrypted Java
applets can turn a simple phone call into an interactive collaboration session, allowing a customer and
Cisco TAC support engineer to work together more effectively.
This feature delivers award-winning, worldwide hardware-replacement support with 650 depots, covering
120 countries, at a US$2.3 billion investment in inventory, taking advantage of 10,000 onsite field
engineers.
Cisco IOS Software employs 100 discrete technologies with more than 2000 features. Each year 400
new features are added. Cisco IOS Software is installed in more than 10 million devices and is running
on more than 10,000 networks worldwide. It operates on the world's largest IPv6 and VoIP networks and
in all major service provider networks worldwide.
© 2005 Cisco Systems, Inc. All rights reserved.
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