Tech Support 24/7
The Collaboration Managed Services (CMS) team provides support services for advanced Cisco collaboration networks. These services include real-time proactive monitoring, trouble shooting and fault resolution, software maintenance, health checks and more. Our CCNA, CCNP, and CCIE certified engineers provide tech support 24 hours a day, 7 days a week, 365 days a year to keep your Cisco UC and Collaboration environment running at optimal efficiency.
- CCNA to CCIE Level Troubleshooting
- Real-time Proactive Monitoring & Support
- Incident & Problem Management Change
- Release Management
- Quarterly Business Reviews
- Software Upgrades & Maintenance
- Vendor Escalation & Case Ownership
- MAC-D & Engineering Hours
- Custom Reporting
- 24x7x365 Remote Support
Implementing a collaboration solution can greatly extend your employees’ ability to work seamlessly with each other. These gains, however, may be fleeting as increased complexity, management tool costs and operational overhead erode the anticipated ROI.
Solution and Impact
For nearly a decade, Fidelus has grown and developed the Collaboration Managed Services (CMS) to respond to these business challenges. Clients can engage our Technical Assistance Center (TAC) engineers for support 24x7x365.
From simple configurations to in-depth trace file and protocol debugging, our CCNA, CCNP, and CCIE certified support engineers provide you with the support you need to keep your Cisco UC & Collaboration environment running at optimal efficiency. In addition, while leveraging robust proprietary tools to provide real-time monitoring on your platforms and devices, our engineers will provide your team with up-to-date status changes in your UC & Collaboration environment and proactively respond accordingly while acting as a seamless extension of your team.
Our CMS programs range from providing simple monitoring and incident escalation to fully owning and carrying incidents to final resolution. As required, we proactively engage your team and vendors including Cisco TAC and PSTN carriers. Our advanced support offerings include maintenance and upgrades for hardware and software. Using ITIL best practices and proprietary tools our CMS team manages over 150,000 endpoints globally. Our clients include industry leaders in professional services, legal, healthcare and more.