CSS’ goal is not to replace Service provider’s staff but to augment it and provide technical staff with access to the expertise on CCS’ service provider professional services team and its Diamond Support System (DSS).
Proactive Maintenance
CCS Services Provider System Engineers will work with Service providers will provide preventative maintenance on of all of the system we support. This preventative maintenance will include proactive health checking, management of software updates and patches. The remote support team will also evaluate new Operating System versions, lab test new features and provide service providers with monthly reports including the team’s technical recommendations.
Response And Remediation
With TechCare Proactive, infrastructure and application issues can usually be identified and resolved remotely before they’re become business affecting. However, on occasion there may be critical failure that requires on-site support. The onsite support is delivered by the Diamond Support System (DSS) team, when applicable, with a 4 hour response time service level agreement. Tickets logged with the DSS team have automated escalation procedures built into the system to apply our service level agreements (SLA’s) and ensure that issues requiring on-site support are dealt with quickly and efficiently.
Technical Assistance
In addition to the proactive maintenance, and fault remediation CCS’ service provider professional services team available to assist with service provisioning assistance as well as troubleshooting assistance. Service providers will also have access to CCS’ advanced testing, troubleshooting and diagnostic tools that are designed specify for service provider infrastructures.
8am to 5pm Assistance
Service Provisioning Assistance
- Troubleshooting Assistance
- Network Proactive Health Checking with Monthly Report (Log scavenging)
- Opening and Managing TAC Cases
- New IOS Version and SMU Monthly Report including technical recommendations
- Any other Network Operations related tasks can be supported
- On Site support for any serious Operational issue that demands it
- Lab testing of new features, new design requirements, IOS versions and patches (assuming lab conditions are met)
- 5pm to 8am On Call Assistance (including Weekends and Holidays)
- Opening and Managing TAC Cases
- Troubleshooting Assistance
- IOS Upgrade and SMU installation
- Engaging CCS Field Service for HW replacement and respective follow up (Service verification, FPD upgrade, etc.)
- On Site support for any serious Operational issue that demands it
Single Point Of Contact
CCS provides Tech Care customers live answer, single point of contact customer service through CCS’ services desk. Friendly and knowledgeable service desk staff will answer service calls, create service tickets with all the information that is pertinent to each service call and dispatch CCS technical resources to resolve customer issues. The base Tech Care package includes a guaranteed 4 hour technician response time during regular business hours and the service level agreements (SLA) improve significantly with premium Tech Care offering. Service calls can be logged over the telephone or via email.
Vendor Collaboration
While CCS is the first line of support, Tech Care agreements are backed by collaborative support agreements with our key vendors. Equipment under a Tech Care support agreement is registered with the manufacturer giving customers access to firmware updates as well as the assurance that CCS can work in collaboration with the vendor to handle any issues that may arise.