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.
Our ad-hoc support is offered on a pre-paid reducing balance basis, where you buy an amount of support time up-front and call it off as you need it, topping up as necessary. 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.
By using this type of support contract our engineers are able to address issues immediately without having to provide service estimates prior to providing support. It also enables us to charge you only for the time you use on any given issue with no minimum charge for incidents, so… if a problem takes us 10 minutes to resolve we only take 10 minutes from your support balance.
You can use the time for whatever you need, i.e. support, consultancy and installation. There is no expiry on the time you buy; it's yours until you've used it all. You can also use your support time for routine adds, moves and changes as well as scheduled periodic monitoring of your devices to ensure they are running at an optimal level with up to date security patches etc applied.
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.
We can manage the SMARTnet support contracts 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.