Xoncomms Networking & Telecommunications

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Cisco SMARTnet

Cisco SMARTnet Service is an award-winning technical support service that can give your IT staff direct, anytime access to Cisco experts and online self-help resources required to resolve issues with most Cisco products. With SMARTnet Service, you can choose from a broad range of service delivery options for Cisco products.

Cisco SMARTnet Service provides the following device-level support:
• Direct access 24 hours a day, 365 days a year to specialized experts in the Cisco Technical Assistance Center (TAC).
• Extensive self-help support through Cisco's online knowledge base, communities, resources, and tools.
• Smart, proactive diagnostics and immediate alerts on select devices enabled with Cisco Smart Call Home feature.
• Operating system (OS) software updates, including both minor and major releases within your licensed feature set.
• Advance hardware replacement options, including 2-hour, 4-hour, and next-business-day (NBD) replacement, as well as return for repair (RFR).
• Optional onsite service that provides a field engineer who can install replacement parts at your location.

Cisco SMARTnet onsite includes the same capabilities as Cisco SMARTnet, with the addition of an onsite technician for parts replacement and installation. It is available with all SMARTnet advance hardware replacement service levels. To purchase SMARTnet please contact us to arrange your requirements.

 
Cisco SMARTnet
ARC Support

Xoncomms is an Enghouse Authorised Partner providing Support and Services for the ARC Operator and ACD Suite of Products. Xoncomms can provide full 24/7/4 support services for all your ARC deployments.

Please contact us for a quote here

 

www.arcsolutions.com
Xoncomms XonCare

XonCare is a fully managed support solution directly serviced by Xoncomms. Key elements of XonCare include:

8x5x4 Part Only
This service provides replacement of the defined part during normal working hours, providing a 4hr response time. It is suitable when the customer has confident onsite Engineering capabilities.

8x5x4 Part & Engineer
0900 – 1700 Monday – Friday (normal working hours support), where an engineer will examine the issue and determine if it can be rectified remotely and proceed to do so, if not then an engineer will visit the site to rectify the issue. If the fault is raised with less than 4 hours remaining to the end of that working day the engineer will investigate the next working day. If possible an engineer will always try to rectify within the same working day.

24x7x4 Part Only
This service provides anytime replacement of the defined part, providing a 4hr response time. It is suitable when the customer has confident onsite Engineering capabilities.

24x7x4 Part & Engineer
24/7/4/ provides anytime Support, where the customer is provided with engineering assistance within a 4 hour time period from the inception of the fault being logged. The engineer will examine the issue and determine if it can be rectified remotely and proceed to do so, if not the engineer will visit the site to rectify the issue and arrange for the necessary hardware to be shipped.

24x7x4 Engineer Only
24/7/4/ provides anytime Support, where the customer is provided with engineering assistance within a 4 hour time period from the inception of the fault being logged. The engineer will examine the issue and determine if it can be rectified remotely and proceed to do so, if not the engineer will visit the site to rectify the issue. Any hardware found to be faulty is the responsibility of the customer to arrange replacement. If requested by the Customer, the Company will assist with the replacement and/or repair of the hardware at an agreed cost, which includes administration, shipping and replacement of the equipment.

XonCare