Cisco Managed Services
CISCO MANAGED SERVICES
Keeping a Cisco infrastructure running is more than fixing faults. It calls for continuous oversight of system health, constant tuning of configurations and security policies, and the ability to act before an issue reaches the end user.
#SYSCONNECT# Cisco Managed Services take on that responsibility on an ongoing basis. Your Cisco environments are managed by our team, under contracted service levels, through a single point of contact, with regular performance reporting.
TECHNOLOGIES COVERED
We deliver managed services across the main Cisco infrastructure families:
- Enterprise networking - switching, routing, wireless and centralised management through Cisco Catalyst Center;
- Network access control and security - Cisco Identity Services Engine (ISE), 802.1x authentication and network access policies;
- Datacenter - Cisco Unified Computing System (UCS), compute and converged infrastructure.
WHAT THE SERVICE INCLUDES
- Proactive monitoring of the health, performance and availability of service components, with alerting and incident tracking;
- Preventive maintenance, with a monthly remote intervention and a quarterly on-site intervention;
- Reactive maintenance, covering identification, analysis and resolution of hardware, software and configuration issues;
- Tiered technical support - first-call triage, diagnosis, resolution and escalation, including coordination with the vendor where required;
- Configuration and policy management - onboarding of new devices, security policy changes, log analysis, firmware and system updates;
- Vulnerability analysis and remediation for issues identified by the customer, by third parties or by our engineering team;
- Regular reporting on activity and on service level attainment.
SERVICE LEVELS
The service is delivered under formal Service Level Agreements, including:
- Coverage of 24x7 or 8x5 NBD, according to infrastructure criticality;
- Response times differentiated across four criticality levels - Low, Medium, High and Critical/Urgent - with targets defined in the service agreement;
- Single Point of Contact (SPOC) for raising and tracking all requests;
- Centralised request logging in a dedicated portal, with customer identification, categorisation, priority and an SLA attached to each request;
- Intake channels via portal, email and telephone;
- Periodic service reports, allowing service attainment and performance to be measured.
COMMERCIAL MODEL
The service is contracted on a continuing basis with periodic billing. Depending on the organisation's profile, it may take the form of:
- Subscription at a fixed value and defined interval (monthly, quarterly or annual);
- Hour bank, with consumption billed periodically according to the hours actually used.
Both models include the service levels, access to the request portal and periodic reporting.
VALUE TO YOUR ORGANISATION
- Less downtime - proactive detection and preventive maintenance reduce both the number and the duration of outages;
- Transparency - you know what was done, how long it took and whether service levels were met;
- Predictable cost - support spending no longer depends on the unexpected;
- Specialist capability without growing your team - access to Cisco-skilled engineering without carrying it in-house;
- Focus where it matters - your IT team is freed from day-to-day operations to work on business projects.
GETTING STARTED
Service onboarding covers scope assessment, definition of service levels appropriate to infrastructure criticality, creation of the request portal and authorised users, and a kick-off session with the customer's team.
