Why enterprises choose Premier Support
Dedicated senior support team
Direct access to highly trained engineers who are ready to diagnose issues in your environment. Senior support engineers familiarize themselves with three primary contacts from your company to learn your network and environment.
Faster SLAs
Premier Support responds within 30 minutes to all business-critical tickets, and as soon as 2 hours for non-critical questions. Our critical incident management process includes 24-hour global warm handoffs and escalations.
24/7 Coverage
24/7 coverage includes assistance with scheduled outages and maintenance work to ensure you’re business is fully supported at all times.
Priority development escalation
If an issue requires escalation to our development team, our PS engineers ensure it receives priority placement in the escalation queue.
Compare enterprise services
See how Premier Support compares and complements Technical Account Management.
Download the Premier Support Datasheet
| REACTIVE SUPPORT | STANDARD | PREMIER | TAM |
|---|---|---|---|
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| Phone | |
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| 24/7 | |
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| Critical SLA | 1 hour | 30 min | |
| PROACTIVE ANALYSIS | |||
| Dedicated Analyst | 8 hours / week | ||
| Account Coordination | |
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| Solution and Process Guidance | |
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| Quarterly Onsite Visits | |
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| Insight into Product Roadmap | |
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| COST | |||
| Annual Price | Free* | $35,000/year | $60,000/year |
*For products hosted on your own server, standard support along with upgrades to the latest version is included in your maintenance cost. For Cloud products, standard support is free.
With Premier Support, we like that we receive a timely response and have assigned representatives. Premier Support has helped Cisco mitigate risk and reduce cost.”
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