At-A-Glance
Centralized Support for Today’s
Complex Environments
Cisco Confidential.
CISCO SOLUTION SUPPORT FOR BIG DATA
Implementing new technology can be a
challenge for any business. Most big data
and analytics solutions addressing complex
needs involve multiple technology vendors,
and supporting your new solution can be
disruptive and time consuming. While
traditional product support ensures that each
technology is up to date and operating
correctly, you also need a solution-level
perspective to expertly and expediently
resolve system wide issues. Here’s where
Cisco® Solution Support Services step in.
Cisco Solution Support for Big Data provides
Cisco expert engineers who manage resolution
for any issue with any vendor in big data
architectures based on Cisco Validated
Designs. By offering centralized coordination
and cross-domain expertise, Solution Support
reduces your time and effort to resolve
complex issues. Uptime and performance
are increased, helping you get the most out
of your technology investment.
Why Is Solution Support Essential
for Big Data?
Many organizations today are focused on how to take
advantage of massive amounts of data. Information
siloed within departments, stored in data centers, or
gathered from social media can provide essential new
business insights, leading to more informed decisions
to keep you innovative and competitive.
To achieve this, you may have already invested in
Cisco’s big data architectures, or the Cisco Connected
Analytics portfolio. In any case, your solution will be
made up of a variety of hardware, OS, and software
vendors. Ask yourself:
• Do you have the staff and resources to determine
what might be happening if there’s a problem?
• Do you have time to coordinate multiple vendors
to get your issue resolved—while keeping an eye
on interoperability?
• Could you afford downtime, losing access to your
mission-critical data while you are juggling vendors
to resolve your issue?
With Solution Support, you hand over critical processes
such as case management and vendor coordination
to Cisco, freeing your IT team and resources for more
strategic initiatives.
Primary
Point of
Contact
Solution
Focused
Expertise
Cisco
Solution
Support for
Big Data
Coordinates
Between Key
Vendors
Manages
Case to
Resolution
Centralized support for your Cisco Validated Designs
for Big Data
What Is the Value to You?
Solution Support delivers holistic, coordinated support,
providing you with:
• A primary contact within Cisco to initiate issue
resolution, eliminating self-diagnosis to determine
which technology vendor to contact first
• Technology vendor coordination, eliminating your
need to broker support conversations
• Deep experience across solution technologies, often
resulting in immediate issue resolution
© 2014 Cisco and/or its affiliates. All rights reserved.
At-A-Glance
• Interoperability expertise and guidance for technology
vendors, offering a holistic approach that fixes your
problem without creating new ones
• End to end case management, ensuring continuity
of service from first call to resolution
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2
3
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You contact
Cisco Solution Support at
our toll-free number
A Cisco solution expert
assesses your issue and
determines the right
course of action:
immediate resolution or
engaging one or more
product support teams
Cisco coordinates
product support teams
as needed to manage
issue resolution
Cisco stays with you
until your issue is
resolved, then
you are on your way
How It Works
Solution Support for Big Data features Cisco experts
specifically trained in big data architectures. It fasttracks technical support between Cisco and global
solution vendors through an industry-standard
framework, recognized code of conduct, and
established processes to resolve issues across all
components in your architecture.
Whether you think you know where your problem lies
or you only suspect there’s an issue, simply call Cisco.
Our solution-focused engineers will work to quickly
isolate and resolve your problem, regardless of which
technology is involved. We’ll coordinate with technology
vendors during resolution, helping ensure interoperability
is maintained for your system.
In addition, at any time and for any reason, you can still
directly contact any of your product vendors within your
big data architecture for support. If it is then determined
that Solution Support is a better way to address your
issue, Cisco will step in to begin coordinating your case.
Primary
Point of
Contact
Coordinates
Between Key
Vendors
Manages
Case to
Resolution
Cisco Solution Support for Big Data streamlines the issue resolution process.
Next Steps
Focus your time on innovation, using
You are investing in sophisticated technology to manage
data that is directly affecting your business innovation,
growth and profitability. Solution Support is designed
to redirect—from your organization to Cisco’s—the time,
resources, and knowledge for making sure your big data
solution is delivering what it has promised. You can spend
your time on innovation, using your data to improve
your business and IT outcomes. We’ll make sure your
technology keeps working for you.
your data to improve your business and
To learn more about how Solution Support for Big Data
can help you, contact your local Cisco account manager
or authorized reseller, and visit http://www.cisco.com/
web/services/portfolio/solutions-support/index.html.
Americas Headquarters
Cisco Systems, Inc.
San Jose, CA
Solution
Focused
Expertise
Cisco
Solution
Support for
Big Data
Asia Pacific Headquarters
Cisco Systems (USA) Pte. Ltd.
Singapore
IT outcomes, while we make sure your
technology keeps working for you—through
solution-level expertise, technology
vendor coordination, and end-to-end
case management.
Europe Headquarters
Cisco Systems International BV Amsterdam,
The Netherlands
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks.
Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.