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Cisco UC Maintenance

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Cisco UC Maintenance Overlay

Your Full Service Cisco Maintenance Plan

Our maintenance overlay service provides holistic coverage to ensure your Cisco UC systems remain up and running. This service is designed to supplement your Cisco Smartnet coverage and maximize uptime through 24/7 monitoring, event alarming and guaranteed onsite support services from FTG’s renowned service team.

24/7 Alarm Monitoring & Remote Diagnostics
Around the clock monitoring of your Cisco UC platform via the FTG NOC. Equipped with the industries’ most sophisticated technologies, FTG leverages multiple MSP platforms customized to monitor your entire Cisco infrastructure. Our comprehensive remote monitoring and management solution is capable of monitoring not just your UC systems, but all SNMP and WMI devices within your IT network; ensuring your entire infrastructure is truly covered.

24/7 On-Site Support with Guaranteed Response Times
FTG provide continuous, around the clock coverage coordinated via our Network Operations Center in Quincy, MA. Upon receiving an alarm, our NOC team will imemdiatley diagnose the issue, escalate to an Engineer and coordinate a dispatch when required. Our team will keep you informed of an issue from alarm through resolution. Technicians are dispatched 24/7 from locations througout Massachusetts, Rhode Island and New Hampshire and are armed with diagnostics and triage information from the NOC team.

Smartnet Management & Coordination
In the event of an equipment failure, our team will coordinate your Cisco Smartnet replacement and arrive onsite to take the lead role in restoring your service. FTG will maintain an active database of each device covered by your Cisco SMARTnet contract(s) and a record of each call to Cisco’s TAC will be maintained. A report of each service failure is documented by our Customer Service Center and available to you via our Webconnect Portal. Our customers enjoy peace of mind of in knowing that their systems are covered and their business is protected.

Priority Access to Cisco Certified Engineers
As an FTG maintenance customer, you have priority access to our RMAS support group and Tier3/Tier4 engineers. Our pro services team maintains the highest levels of manufacturer certification and are an invaluable resource to our customers. Our expertise has earned us partnerships with the top tier manufacturers and our engineers have received the highest levels of certification including CCIE, CCVP and more. Our full suite of expertise is available to our maintenance customers on a priority basis.

Carrier/Provider Agency

FTG can provide coordination and interaction with your carriers and other service providers through a Letter of Agency (LOA). Many customers request FTG to act as a single point of contact for escalate and troubleshooting of third party issues to eliminate finger pointing and reduce down time during a carrier outage.

Enhanced Maintenance Plan Options
FTG offers enhanced service offerings to provide complete coverage for our customers.
Semi-annual IOS and software updates can be included within your plan to ensure your systems remain current and operate with high availability.
FTG Voice Quality Monitoring enables you to generate, analyze and measure the impact of live voice traffic on production networks to assure performance throughout the peak utilization.
Customers can receive automated reports including real-time and historical performance metrics.
Web App performance monitoring provides unique visibility into the critical websites and web applications that your organization depends on.
* Please note that FTG’s Maintenance overlay program requires active Smartnet contracts for all covered devices. Contact your FTG Smartnet Specialist today for more information on Cisco’s Smartnet services.