1 cisco’s technical assistance center jeff tamer tac manager, ca jeff tamer tac manager, ca
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Cisco’sTechnical Assistance
Center
Cisco’sTechnical Assistance
CenterJeff Tamer
TAC Manager, CA
www.cisco.com/tac
Jeff Tamer
TAC Manager, CA
www.cisco.com/tac
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Mission StatementMission Statement
Remove all barriers to customers’ successful deployment of global
networks by understandingtheir needs and exceeding
their expectations.
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Cisco TAC - The Goals
• High customer satisfaction
• Fast time to resolution
• Proper engineering solutions
• Courteous service
• Efficient service
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HH
Support Backbone
Main TACs
Satellite TACs.
RTP, NCSan Jose
BrusselsBrussels
London
Sydney
TokyoSeoulSeoul
BeijingBeijing
• 75,000+ Cases / month• 4.5+ Overall Satisfaction • 24X7 WW backbone / 140+ languages• 1400+ TAC Engineers (400+ CCIE’s)
• 75,000+ Cases / month• 4.5+ Overall Satisfaction • 24X7 WW backbone / 140+ languages• 1400+ TAC Engineers (400+ CCIE’s)
Global Backbone ServicesGlobal Backbone Services
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TAC Technology TeamsTAC Technology Teams
NMSNMS
Voice /AVVID
Voice /AVVID
RoutingProtocolsRouting
Protocols
Wireless /Optical
Wireless /Optical
WANSwitching
WANSwitching
DSLCableDSL
Cable
WAN /ACCESS
WAN /ACCESS
NetworkScalabilityNetwork
Scalability
CampusSwitching
CampusSwitching
IBMIBM
LAN Switching
LAN Switching
SECURITYSECURITY
• Case Handling
• Service Level
• Priority
• Tech. Description
• Contact Details
• Case Handling
• Service Level
• Priority
• Tech. Description
• Contact Details
GCCGlobal Contact
Center :
GCCGlobal Contact
Center :
ESCALATION
ESCALATION
Hotline : USA +1 800 553 2447
Hotline : USA +1 800 553 2447
Web : www.cisco.com
Web : www.cisco.com
E-Mail : [email protected]
E-Mail : [email protected]
Live Handoff
Live Handoff
Phone Q Phone Q
Call-back orE-Mail ReplyCall-back orE-Mail Reply
CAPCAP
DEDE
GPSGPS
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Customer / PartnerDetermines PrioritiesCustomer / Partner
Determines Priorities
Production network downProduction network downCritical impact to business operationsCritical impact to business operations24 hour Cisco and customer commitment24 hour Cisco and customer commitment
No work-around availableNo work-around available
Network severely degradedNetwork severely degraded
Cisco and customer committed during business hoursCisco and customer committed during business hoursNo work-around availableNo work-around available
Significant impact to business operationsSignificant impact to business operations
• Priority 1• Priority 1
• Priority 2• Priority 2
• Priority 3• Priority 3
• Priority 4• Priority 4
Network functionality degradedNetwork functionality degradedBusiness operations noticeably impairedBusiness operations noticeably impairedCisco and customer in frequent contactCisco and customer in frequent contact
Installation, upgrade or configuration assistanceInstallation, upgrade or configuration assistanceGeneral assistanceGeneral assistance
General product informationGeneral product information
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Automatic Problem EscalationAutomatic Problem Escalation
1 Hour1 Hour
4 Hours4 Hours
24 Hours 24 Hours
48 Hours 48 Hours
72 Hours72 Hours
96 Hours96 Hours
Priority 1(Network Down))
Priority 1(Network Down))
Priority 2(Severe Impact)
Priority 2(Severe Impact)
TACManager
TACManager
TACDirector
TACDirector
VP, Cust. Advocacy
VP, Cust. Advocacy
PresidentPresident
ElapsedTime
ElapsedTime
TACManager
TACManager
TACManager
TACManager
TACDirector
TACDirector
TACManager
TACManager
VP, Cust. Advocacy
VP, Cust. Advocacy
PresidentPresident
TACDirector
TACDirector
Priority 4(General
Assistance)
Priority 4(General
Assistance)
Priority 3(Impaired Ops.)
Priority 3(Impaired Ops.)
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TAC Duty ManagerTAC Duty Manager
Responsibilities :
• Responsible for all escalations
• Rotating function between all TAC managers
• Available 24x7
• Available in every TAC center, worldwide
Responsibilities :
• Responsible for all escalations
• Rotating function between all TAC managers
• Available 24x7
• Available in every TAC center, worldwide
Call the TAC:
USA : 1- 800-553-24HrInt’l : +1- 408-526-7209
Ask for the Duty Manager
Call the TAC:
USA : 1- 800-553-24HrInt’l : +1- 408-526-7209
Ask for the Duty Manager
How to contact the Duty ManagerHow to contact the Duty Manager
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Listening to CustomersListening to Customers
• Transactional Surveys
• Cisco’s Networkers’ Conference
• Executive Briefing Center Visits
• Customer Site Visits
“
”
Every point of contact…
Sets our priorities.
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Transactional SurveyTransactional Survey
http://www.cisco.com/pcgi-bin/front.x/websurvey/survey.cgi?case=A12345&key=1234567890
CISCO ENGINEER :CASE A12345 OPENED 06-JUN-2000 SURVEY SENT 06-JUN-2000REPLY 08-JUN-2000CUSTOMER :EMAIL :SITE :PROBLEM DESCRIPTION :
(Q1) Overall handling of case..............(1-5) (Q2) Ease of Access to help................(1-5) (Q3) Timeliness of Problem Resolution......(1-5) (Q4) Communication of Problem Status.......(1-5) (Q5) Effectiveness of Solution/Information.(1-5) (Q6) Technical Expertise of Engineer.......(1-5) (Q7) Courteous Service.....................(1-5) (Q8) Part Replacement - Delivery Timeliness(1-5) (Q9) Part Replacement - Accuracy of Part...(1-5) (Q10)Part Replacement - Good working condition.(1-5) Customer comments stored with the case:
Engineer/Manager/Executive notes stored with the case:
New – Optional Web Based Bingo
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Cisco TAC Web Site Mission Cisco TAC Web Site Mission
The Technical Assistance Center (TAC) empowers customers
by providing an onlineconnection to Cisco’s wealth
of knowledge and experience
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Online Technical Support BenefitsOnline Technical Support Benefits
• Increase productivity and efficiency
• Enhance self-reliance
• Increase customer satisfaction and loyalty
• Improve your competitive advantage
• Save time and money
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TAC CertificationTAC Certification
•Signifies that a Cisco TAC engineer created technical content or reviewed (lab checked) content for accuracy and timeliness
•Ensures that technical content is refreshed regularly
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Major Sections of The Cisco TAC Web Site
Major Sections of The Cisco TAC Web Site
Major Sections:• Top TAC Issues
• Product,Technology, and Solution Support Pages
• Tool Index
• Networking Communities
• Contact the TAC
• Common Tasks
Guided TAC Search
Select and Download Software
Install and Configure
Troubleshoot
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Product PagesProduct Pages
•Hierarchical Design
•Find all the information relevant to your Cisco product in one place
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TAC Technology PagesTAC Technology Pages
• Hierarchical Design
• Organized for fast, efficient access to critical technical support functions...
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TAC Troubleshooting ToolsTAC Troubleshooting Tools
Most comprehensive collection of online troubleshootingtools in the industry
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TAC Compatibility ToolsTAC Compatibility Tools
Most comprehensive collection of online product compatibility anywhere!
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Cisco Live!
Cisco Live!
• Can’t find your solution online?
Use Cisco Live!
•Cisco representatives navigate you through the TAC web site by synchronizing browsers
Click here for browser synchronization...
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TAC Web Tools Trainingwww.cisco.com/ tac/ training
TAC Web Tools Trainingwww.cisco.com/ tac/ training
Online training ensures that you are able to make the best use of the TAC web site!
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CyberSeminarsCyberSeminars
New Resource:
• Costs less
• Awareness and excitement are growing!
• Saves the SE, AM, GSM organizations significant amounts of training time
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We Value Your FeedbackWe Value Your Feedback
• Feedback mechanisms have been built into the TAC web site, allowing customers to provide input on future tool design and technical content