Cisco is simplifying its services portfolio and introducing a new support model structured into three tiers: Basic, Standard, and Signature.
The goal is to make it easier for customers to select the right level of support while providing a more modern approach to managing their Cisco environments. All three support tiers include access to the Cisco IQ platform.
The foundational level of support for the day-to-day operation of Cisco technologies.
With its focus on essential operational support, Basic builds on the traditional product support model previously offered through Cisco Smart Net Total Care services.
The Standard support tier includes all the capabilities of Basic and adds enhanced support for more complex environments.
Standard builds upon the support principles previously delivered through Cisco Solution Support, extending them with greater visibility, intelligence, and operational guidance.
Depending on the specific product and the customer's requirements, the desired level of Advanced Hardware Replacement can be selected or added as needed.
Available Hardware RMA Service Levels:
Included in all three service tiers, Cisco IQ is an AI-powered platform that brings together technical support, infrastructure intelligence, analytics, and automation in a single environment.
Cisco IQ provides customers with:
The range of available Cisco IQ capabilities varies depending on the selected service tier: Basic, Standard, or Signature.
Cisco IQ supports multiple deployment models to meet an organization’s security and regulatory requirements:
As a result, the platform is well suited for organizations with stringent data sovereignty requirements or those operating highly isolated environments.
The combination of three clearly defined service tiers, flexible Hardware RMA options, and the Cisco IQ platform provides customers with a more streamlined and transparent support model.
At the same time, Cisco is evolving beyond the traditional break-fix approach toward a more proactive support experience, helping organizations identify and address potential risks before they impact business operations.
If you have any questions or would like to learn more, please do not hesitate to contact us.
Customer Success Manager • CX/Life
erik.karkus@alef.com
