[c-nsp] Maintenace management

[Higham, Josh]

Purchase enough where you have a vendor who will manage it for you and
the cell number of an account rep at Cisco that you can call if there
are problems.

Another important item is to make everything coterminus (generally the
end of the year) so that you can set aside time and make sure to cover
everything that you need, rather than doing it on an ad-hoc basis.

We recently had an RMA delayed by several days because the TAC
entitlement DB did not match the account entitlement DB, even though the
contracts had been purchased months before.  I can't imagine what
actually happened or why the process even uses two different databases.

Thanks,
Josh

> -----Original Message-----
> From: cisco-nsp-bounces at puck.nether.net 
> [mailto:cisco-nsp-bounces at puck.nether.net] On Behalf Of Phil Mayers
> Sent: Monday, May 19, 2008 11:01 AM
> To: cisco-nsp at puck.nether.net
> Subject: [c-nsp] Maintenace management
> 
> All,
> 
> We seem to have an incredibly hard time managing our 
> maintenance contracts.
> 
> Quite aside from the vagaries of CCO ("Sorry sir, your contracts have 
> disappared from your profile, no TAC access for *you*") we 
> are unable to 
> gather all our maintenance into one (or a small number of) 
> contract(s) 
> and what contracts we have are very difficult to inventory.
> 
> It goes without saying that SCC is a bad joke.
> 
> Do any of you manage to do it better? How?
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