Cisco® Technical Services (TS) Advantage goes beyond just fix it to help you achieve the specific operational outcomes of increasing operational efficiency and minimizing business disruption. It can help you keep your business processes running, accommodate new technologies, and hold the line on costs.

Incident Management

TS Advantage Bronze provides operational support through a single point of contact for all incidents. The High-Touch Operations Manager (HTOM) acts as your single point of contact and communicates with the appropriate Cisco support organizations to coordinate resources and manage escalations when necessary. Operational support for severity 1 and 2 incidents is provided on a 24x7 basis and all other incidents are managed during business hours.

Knowledge Management

A learning advisor is assigned to you and recommends specific training to help you improve staff knowledge and skills and thereby improve staff productivity. A customized learning plan with training recommendations is prepared based on an analysis of your past incidents. Training recommendations may include Cisco online training courses and informal knowledge transfer from your Cisco TS Advantage team.

Asset Management

Your assigned Cisco Asset Manager provides a single point of contact for asset lifecycle management and offers the following types of support to help you improve operational efficiency by gaining better visibility and increased utilization of your Cisco assets:

• Regular installed based inventory reconciliation, including creating a baseline or starting point inventory
• Documenting and following an agreed-upon process for identifying and carrying out moves, adds, changes, and deletions (MACDs)
• Monitoring and managing key metrics such as service coverage rate and unreturned RMAs
• Assistance with TAC entitlement and service coverage renewal processes to help improve process efficiency