Fuel Your Business Success

Partnering with Interactive for network support and maintenance can take your Cisco infrastructure from a ‘cost-line’ to a strategic enabler for growth and innovation.

 

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Tailored Cisco Support

As a gold Cisco partner Interactive is your key to local, dedicated support, with cost-effective pricing.

SUPERIOR SUPPORT

 

100% parts guarantee

Delivers a 2-hour response

Dedicated spare parts and field engineering workforce

Cisco Gold Support Partnership allowing for a flexible support strategy

Combining Cisco’s global support with Interactive’s local support capability

CONSOLIDATED SUPPORT

 

Manage all support requirements from one point of contact

Consolidate support contracts and dates on different devices

Smart Net, Licensing and EOSL devices are managed with one point of contact

 

 

SOFTWARE ENTITLEMENT AND SUPPORT

 

Partner Support Services (PSS) or Smart Net (SNT) include all entitlements to:

IOS updates

Firmware

Vulnerability Patching

Security Updates
 

Support Strategy Options

When it comes to your Cisco environment, Interactive has you covered – no matter where you are or what you need

We take a holistic view of your Cisco environment to develop an approach, that delivers a solution fit for purpose covering your entire fleet throughout its life-giving you a choice of three service levels to suit multi-generational equipment (even beyond EOL).

With an Interactive Direct contract allowing Moves, Adds, Changes, Decommissions (MACDs) with 30 days’ notice; ease of managing it all via your personal customer portal, or your dedicated account manager – it’s the ultimate mix of strategy, skills, savings and service.

By analysing your asset list and locations we propose a cost-effective strategy that meets your specific needs based on 100,000’s devices we already support. You have final say, with obvious SLAs in the quote for total transparency.

We load every device into a database, and manage the support process (end-to-end) including call management – from day one. You get the perfect support environment for you and peace of mind that your Cisco infrastructure is under control.

We ensure delivery expectations are met and ongoing support SLA’s are consistently achieved. We regularly achieve 98%+ response rate, with 96% first time resolution. And this is why our average NPS from customers is 85%+ year on year.

SMART NET & INTERACTIVE SUPPORT

 
   TAC Escalation

   100% Parts Availability

  Cisco Engineer

Ideal for:

  • Core infrastructure
  • Complicated Configuration
  • Bleeding Edge
CISCO PSS & INTERACTIVE SUPPORT

 
   TAC Escalation

   100% Parts Availability

   Interactive Field Services

Ideal for:

  • Edge Infrastructure
  • Cost-Saving Support with Software upgrades
INTERACTIVE DIRECT SUPPORT

 
    24/7 Service Desk

  100% Part Availability

  Interactive Field Services

Ideal for:

  • EOSL systems
  • IOS updates not required
  • MACD with 30 days notice

Why Choose Interactive as your trusted Cisco Network and Support Partner?

We fuel a high functioning environment, allowing your business to thrive with a robust but agile network. Our customers experience a decrease in management effort across their Cisco environment as a result of Interactive’s trouble-shooting, technical support, contract and asset management, reporting and supplier relationship management.

Cisco Certified Gold Partner

 
Interactive has been a certified ‘Gold Partner’ since 2014, with 240+ Individual Cisco certifications, and 60 engineers with NV1 clearance, we provide all levels of support to Australian organisations and government agencies.
 
 

Specialised Field Engineers

 
Interactive has more manufacturer trained and certified engineers per maintained device – meaning, this gives you direct access to at least one (if not more) dedicated engineers to your account. This familiarity with your critical IT infrastructure and personnel delivers highly effective responses in all situations and contributes to our unsurpassed first-call resolution rate of 96%.

Interactive Service Desk

 
Our Service Desk is 100% Australian based and handles every single customer service request – handling more than 30,000 calls every year and logging calls within 3 to 10 seconds. Your dedicated Field Engineer will contact you within 10 minutes and mobilising immediately with parts to your site, working until the issue is resolved.

100% Local Parts Coverage

 
We stock every single component part a customer may ever need in warehouses across Australia and New Zealand. We never compromise on 100% availability and constantly invest in new parts to ensure our Field Engineer Team across the country are prepared to help our customers with anything.

Engineering Team

 
Our engineers are local, ready with the right part as soon as something breaks. They’re highly qualified and hold accreditations across all major vendors. Our extensive network of Field Service Engineers and 120 Regional Support Partners (RSPs) are ready to ensure you get the person you need – fast.

Service Level Agreement

 
We can tailor service levels to meet or exceed the changing needs of your business, from standard 4-hour onsite response to high availability 2-hour onsite service for your most critical devices. Many competitors will attempt to diagnose and even resolve issues over the phone first, but our engineers will be on-stie with parts to help with any issue.

No End-of-Service Life

 
You never have to worry about manufacturer End-of-Service Life for your IT systems. Interactive will maintain the equipment that runs your business for as long as you need it.

Multi-Vendor Provider (OEM)

 
Interactive provides maintenance coverage for a wide range of vendors beyond Cisco including IBM, Lenovo, HPE, Dell EMC, Sun/Oracle, Riverbed, Quantum, Juniper, Fortinet, F5, 3PAR, NetApp, APC, Apple, Pure Storage, UPS devices and many more. So regardless of the complexities of your full environment, Interactive has the technical and commercial capability to support.

Geographic Coverage

 
Interactive Offices, Field Services and Warehousing are in Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Darwin, Newcastle, Wollongong and Auckland. Due to this reach we are a prime support for customers who may have geographically dispersed, multi-service locations.

Our Best-in-Class Solutions are built on Cisco Technology

From humble beginnings, we’ve now grown to a leader in network support. With over 150 engineers, and as a Cisco Gold Partner, some of Australia’s largest organisations engage Interactive to support their core infrastructure. Our single largest service offering is network support which includes:

Cyber Security Operations Centre (CSOC)

 

Network Operations Centre (NOC)

 

Engineering Resources for Ad-hoc work

 

We keep technology human for these clients, ensuring they're focused on what they do best - no matter which industry, what size or where they are.

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