Datasheet

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Table 6. Technical Support Services—Components
Service Feature Overview Benefit or Advantage
Software Support
This support offers maintenance and minor and major updates for the licensed feature set.
Downloading new maintenance releases, patches, or updates of Cisco IOS Software helps 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, requires no additional hardware investment
Increasing the performance of current functions
Enhancing network or application availability, reliability, and stability
Cisco TAC Support
With more than 1000 highly trained customer support engineers, 390 CCIE® experts, and access to
13,000 R&D 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.
Cisco.com
This award-winning Website 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 Hardware Replacement
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.
Table 7. Technical Support Services—Competitive Differentiators
Feature Benefit or Advantage
Worldwide Virtual Lab
This extensive lab of Cisco equipment and Cisco IOS Software versions 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 TAC Training
• Boot Camps
• Tech Calls
• Tech Forums
Cisco Systems
®
is committed to providing customers the latest in technology support. These TAC
training programs assist customers in case avoidance as well as provide knowledge transfer of Cisco
networking expertise.
Cisco Live
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.
Global logistics
Award-winning, worldwide hardware replacement support is delivered with 650 depots, covering
120 countries, at a $2.3 billion investment in inventory, taking advantage of 10,000 onsite field
engineers.
Cisco IOS Software
This 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.