Uptime powered by Cisco Services

Global alliance, local expertise. The Global Services Alliance provides the working framework for Dimension Data and Cisco to collaborate, combine their expertise and develop jointly-delivered service offerings.  Our unique partnership enables us to deliver services that better meet your needs, offering unbeatable advantages in terms of business continuity and competitiveness. Your organisation benefits from our global coverage, better planning, and a more consistent approach throughout the network life cycle.  The first collaborative service offering –globally available today – is Uptime powered by Cisco Services.

Uptime powered by Cisco Services is a world-class IT infrastructure maintenance service delivered by Dimension Data and Cisco. Through Uptime powered by Cisco Services, Dimension Data and Cisco join forces to leverage the key features of each partner’s expertise and deliver a unique support service.

Why should you choose Uptime powered by Cisco Services for your network support?  Because your business will benefit from:

• Superior service offering
• A single point of accountability
• Local language support
• Customisable Service Level Agreements
• Global contract management
• Flexible contract entitlement
• Escalation to Cisco’s Technical Assistance Centre

What does the offer include? 

• Dimension Data retains the contractual relationship with the client and is responsible for providing level 1 and 2 support and escalating issues to Cisco when necessary.
• The client’s point of contact is the Dimension Data’s Global Service Centre closest to the location that identified the break in their network.
• All calls go through Dimension Data’s Global Service Centre.
• The Dimension Data Global Service Centre is the single point of accountability until the incident is resolved. Globally we provide support in more than 15 languages.
• The Service Level Agreement “clock” starts ticking the moment the client notifies the Global Service Centre of the issue.
• Dimension Data Global Service Centres will escalate incidents, if necessary, to the Cisco technical team.
• The Global Service Centre will ensure that the client is kept informed of the status of their query at all times.
• Once the fault is diagnosed, it will be fixed and if necessary, an engineer will be sent to the site within the agreed timeframe.
• Maintenance support can be delivered to industry standard (24x7x4; 8x5x4; and 8x5 next business day) or to customised Service Level Agreements.
• The service is backed by Cisco’s assurance and technical expertise.
• When escalating problems to Cisco’s Technical Assistance Centre, Dimension Data engineers get priority access.
• Cisco and Dimension Data will collaborate throughout the client engagement process to deliver in a single, aligned approach.