Cisco Support Services

Tender description

The Department wishes to engage with a support provider to whom it can escalate Cisco hardware or software support calls that cannot be resolved in-house. The support provider will be required to have a defined call logging procedure that allows them to accept, log and track support calls. They will be expected to take ownership of the problem up to resolution regardless of the nature of the problem, such as interoperability with other vendors, new bug fix or hardware replacement. The support provider will be required to ensure that the equipment under support is registered with its vendor and that the support organisation liaises with the vendor when the nature of the problem goes beyond the support providers competence or capability. Ownership of the problem throughout, remains with the support provider and it is this provider with whom lies the ultimate responsibility to either solve the problem or provide alternative workarounds.