Serving Your Regular Cisco Support Needs

At the Network Support Hotline we offer various Cisco Network Support Contracts to suit your exact needs. All contracts have a minimum term of 1 month only and have no further obligations.

Why Choose One of Our Cisco Support Contracts?

Our Cisco Support Contracts can include any of the following Cisco Services: Hardware Recommendations, Design, Re-Design, Validation, Configuration, 3rd. Level Support, Network Security Advisories, Asset Management & Documentation, CCIE Troubleshooting Services, Software & Hardware Cisco Maintenance, Change Management and Business Consultation.

Cisco Support on any Cisco Technology (CCIE’s in all tracks)
Bridging staff shortages
Cisco Service by Email, Telephone, Chat & Remote Login
Bespoke Training / Mentoring on any Cisco Technology

Unique Benefits

Our Cisco Support Contracts include IOS Support and provide our customer with a real Cisco SMARTnet alternative.

We deduct only the time you really receive Cisco Services for
Worldwide Support covering all time zones
There are no Travelling / Lodging costs for Cisco Consultants
Support in languages other than English
Attend our regular free online WebEx Workshops
Dedicated Account Manager
Highest Quality to exceed Your Expectations
Meeting Response Time Promises

Cisco Bronze Support Contract

Cisco Silver Support Contract

8 hours of Service Time per month
Priority Access SLA – 6 hour Response Time Guaranteed
Minimum contract length 2 months
Through partners we handle cases with the Cisco TAC for you
If you pay for 12 months upfront, you only pay for 10 months and get 2 months free

Cisco Gold Support Contract

16 hours of Service Time per month
Priority Access SLA – 4 hour Response Time Guaranteed
Minimum contract length 1 month
Through partners we handle cases with the Cisco TAC for you
If you pay for 12 months upfront, you only pay for 10 months and get 2 months free

Cisco Email Support Contract

Your own personal CCIE’s answering all your questions by Email
Like you would have a Virtual CCIE Consultant in your organisation
Cisco Mail / Cisco Support Chat on all Cisco Technologies
Ask Design, Operational, Maintenance & Troubleshooting Questions
Full 1.5 hours of Email / Chat Support per month (ie. 9 x 10 minutes)
Other languages than English available
Cisco Cisco CCIE / CCDE Consultants will answer your questions
Guaranteed 1 business day response time
Intelligent Mail Routing
Highest Quality to exceed Your Expectations
Meeting Response Time Promises
If you pay for 12 months upfront, you only pay for 10 months and get 2 months free

General Contract Terms

The following Cisco consultancy services are available as part of the support contract:

Cisco Remote Consultancy on all Cisco technology areas, Network & Security Advisories on Performance, Availability & Security Vulnerabilities, Proactive monitoring of mission critical network services in order to discover critical conditions before they turn into bottlenecks or problems, Documenting (and keeping up-to-date) the Network Infrastructure by creating topology maps, asset inventories and establishing configuration baselines, Regular Back-ups of software and configuration files, Regular Performance & Security Audits, Advise on how to increase the network’s high availability & performance, Urgent Troubleshooting Services, Advise on Design, Recommendations on Re-Design to support future growth, Keeping the Cisco Software versions up-to-date in order to guarantee best performance and to ensure a vulnerability or software bug isn’t impacting the business operations, Keeping track of the Cisco hardware to advise on End-of-Sale, End-of-Support & End-of-Life on hardware, Change Management.

Any Service Time from any given month can’t be carried over to the following month. The x number of hours Cisco Service time can be used within 30 days from date of purchase.

Availability of Services:
Emails & Emergency Support Calls will be taken within normal office hours (9.00 am to 5.00 pm Monday to Friday across all global time zones) but our aim is to be flexible. The guaranteed response time is 4 hours (Gold), 6 hours (Silver) and 8 hours (Bronze), but usual responses times are between 30 minutes and 2 hours.

Each call will be assigned to an engineer. One engineer is assigned as the main contact for your support contract. Contact mails of all engineers will be supplied so that you have alternative engineers available to you to cover holiday periods and sickness. Weekend and Bank Holiday Support is available, but services can not be guaranteed on weekends but our aim is to be flexible.

Payment Terms & Contract Length:
Customers purchase their Cisco Support Contract on a monthly subscription basis through PayPal or credit card. No services can commence before payment has been received. The minimum contract term is 1 (one) month and the service may be terminated by either party to the end of the current month. Customer may simply cancel their subscription in their PayPal portal. We take Security seriously. Before we access any of our clients networks for the very first time, we are keen to sign a Non-Disclosure (NDA) agreement which protects our customers.

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