[cisco-voip] TAC question

[Wes Sisk]

Hi Erick,

Please allow me to clarify - in that context I meant Cisco case management partners. That is subtly different from Cisco install/deploy/operate partners.

Regards,
Wes

On Aug 14, 2013, at 1:49 PM, Erick Wellnitz <ewellnitzvoip at gmail.com> wrote:

We aren't a partner.  I understand that handing off the case is a bad idea since this team is relatively new to Cisco UC. 
 
The disparity in responsiveness is my concern because I am not always available to work the issue.
 
 
 
 
 


On Wed, Aug 14, 2013 at 10:44 AM, Wes Sisk <wsisk at cisco.com> wrote:
Erick,

We see very good performance, feedback, and stats from our partners. If there are specific concerns we'd really like to know.

Regarding opening a case and handing it off - how do you feel that plays out? For us it means we assume and approach CCIE caliber expertise and communication. We've seen some instances where non-CCIE's don't really speak the lingo and friction ensues.

-Wes

On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <ewellnitzvoip at gmail.com> wrote:

Wondering if any of the Cisco guys could shed some light on a situation?

Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers' when they open TAC cases and very poor service.  Is this the norm now?  When I open a case I get a 15 - 20 minute response time even on sev. 4 cases.

It's kind of goofy that in order to get a deccent TAC engineer I would have to open all of the cases and hand them off.

Thanks!

-E
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