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Beginner

Service Description of PSS Onsite?

Hi Volks,

Does anybody have a good and up-to-date service description of the Cisco Partner Support Service with ONSITE?

I can not find anything about this? How does it work? Who will make the onsite service?

Thank you for your replies!

best regards

Roman

 

7 REPLIES 7
Beginner

Partner Support Service with

Partner Support Service with Onsite Service levels are:

Service Level                   Description

PSO2                               PRTNR SUP OS 24X7X2
PSOE                               PRTNR SUP OS 8X5X4
PSOP                               PRTNR SUP OS 24X7X4
Beginner

Hi Zach,Your answer does not

Hi Zach,

Your answer does not cover my question.

The SLA is clear which can be differentiated by the SKUs

 

The question was: Who will do the onsite service??

 

thank you and best regards

Roman

Cisco Employee

Cisco's Field Engineer will

Cisco's Field Engineer will go onsite and replace the parts, not the partner.

Beginner

Re: Cisco's Field Engineer will

Hi,

 

I am struggling to find a service definition for the these services also.

 

Questions I have are:

 

  • Is the partner responsible for 1st, 2nd & 3rd line triage?
  • Where can I find out where the engineers are based in the UK and what skills or technologies are covered?
  • While I understand the engineer will replace any faulty parts, does the service include troubleshooting complex faults remotely from Cisco TAC and onsite?
  • What's the difference with this service compared to Smartnet services? 

A service definition document would be very helpful. 

 

Thanks

 

Stephen

Beginner

Re: Cisco's Field Engineer will

Hi,

 

I am struggling to find a service definition for these services also.

 

Questions I have are:

 

  • Is the partner responsible for 1st, 2nd & 3rd line triage?
  • Where can I find out where the engineers are based in the UK and what skills or technologies are covered?
  • While I understand the engineer will replace any faulty parts, does the service include troubleshooting complex faults remotely from Cisco TAC and onsite?
  • What's the difference with this service compared to Smartnet services? 

A service definition document would be very helpful. 

 

Thanks

 

Stephen

Cisco Employee

Re: Cisco's Field Engineer will

Hi all,

 

does anyoane answered to this questions?

 

i am also interested

 

please share the findings

 

thank you

Highlighted
Beginner

Re: Hi Zach,Your answer does not

Ronan,

 

The person who does the onsite is supplied by the partner.  Depending on how the partner is set up the resource could be 3rd party or provided by the partner.  The distinction for onsite though is C4P is a Cisco badged engineer while for partner shared it would be an engineer provided by the partner.  

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