[c-nsp] What is the secret of getting actual support?

[William Byrd]

We did go through three HTOMs before we ended up with our current
HTOM. I'd say with our current HTOM the service is well worth it. She
actively monitors all of our open TAC cases and pushes them with our
HTE to resolution. YMMV with the program, ours certainly has, but
right now I'd say we're receiving the best service I've ever had from
Cisco in 12 years of dealing with them.

Dinging the TAC on all of the surveys and especially on the Walker
Surveys makes a huge impact and often can influence reviews and raises
for your account team. I filled out bad surveys for three years
straight before things really improved but Cisco started working right
away to find and fix the problems once the bad marks started coming in.

To your point about P1 / P2 cases, they may be resolved faster but
Cisco does seem to like to make it inconvenient to keep your cases at
those levels. You may have to stay on the phone or be available 24/7
to provide information for instance.

--
Will Collier-Byrd

On May 18, 2010, at 10:35 AM, Jared Mauch <jared at puck.nether.net> wrote:

> We've found that HTOM really is just code-speak for "will talk to
> duty manager for you so you don't have to ask to speak to them
> yourself".
>
> If you're not getting anywhere, phone in and tell them it's been
> open too long and you want it to stay a P1 until they have
> resolution for the issue.
>
> I've been an advocate for having something that has been a P3 for
> "weeks" escalate to a P2.
>
> Also, make sure you are not talking to the BBTAC if there's
> something that is actually a software defect.  They have limited
> access to information/tools and no labs to reproduce issues.
>
> You should also phone your AM or SE and also talk to your SSM
> (service & support manager) if they are not meeting your needs.
>
> Threaten to give poor scores in the annual walker survey (which
> drives their bonus) if TAC is incapable of taking care of your issues.
>
> Fill out the bingo, give all 1's if you think it was a very poor
> experience and *DETAIL* in the bingo/post-survey exactly WHY and WHO
> failed in the process.  Any issue that lingers for more than a week
> you really *NEED* to talk to the duty manager(DM).  Phone in, give
> your case number and say "I need to talk to the DM, my case is not
> progressing".
>
> - Jared