Expert help when you need it
At Oxspring we offer technical support services to help you get the most from your network. Our support services are designed to help you operate and optimise your system during its life, so that you maximise the return on your investment in Cisco networking. One of the business benefits of partnering with us is that our engineers get to know your system and your staff, providing a level of continuity and personal service you just don’t get elsewhere.
Examples of our technical support services include the following:-
- Routing & Switching - Dynamic/static routes, VLAN tagging, Software/firmware updates & upgrades, Config changes
- Wireless - WiFi coverage, reliability and quality issues, Software/firmware updates & upgrades, Config changes
- Security - Firewall rule changes, Remote User and Site-to-Site VPN changes, Software/firmware updates & upgrades
- Unified Communications - Moves, adds & changes, Software/firmware updates & upgrades, ISDN to SIP migration, Webex integration
Our technical support is offered on either a project fee, pre-paid block time or fixed monthly price basis.
Project Fee - we charge you a fixed fee to carry out a specific project subject to an agreed scope of works.
Block Time - with a block time agreement you buy an amount of support time up-front and call it off as you need it, topping up as necessary.
Fixed Monthly Price - fixed monthly price agreements are also based on actual usage, but we even out our charges over time to make it easier for you to budget.
In any case, support calls/emails can be made by your own support staff, and we would liaise closely with them to ensure a satisfactory resolution to any problems. You can think of us as an extension of your own IT department.
You have the opportunity to rate our handling of each support ticket. We constantly monitor customer satisfaction along multiple dimensions to ensure we're providing a first class support service.
Proactive Monitoring is available as an extra cost option. We use one of the industry's leading remote monitoring and alerting tools, which can generate support requests automatically based on certain trigger events, such as, interface down, high CPU utilisation, etc. Remote monitoring can reduce downtime by spotting problems before they manifest themselves as faults. There may be a set-up charge and/or a minimum contract term associated with this service.
Our technical support is designed to complement Cisco SMARTnet service to give you comprehensive support. The SMARTnet component of the support offering will cover any out-of-hours support requirements as well as hardware replacement with, optionally, an onsite engineer and software update entitlement. Please note we do not provide hardware swap out ourselves, and we cannot apply any upgrades that you are not entitled to by virtue of your SMARTnet contract or software subscription.
We can manage your SMARTnet renewals for you and should you need to call-out a SMARTnet engineer we can arrange this on your behalf and liaise with them to provide a faster resolution to any problem.