Over the past few years, deployment of converged – or IP-based – communications has accelerated dramatically, creating the need for additional technical expertise to provide ongoing operational service and support (also know as "Day 2" support services). In response to this need, VITAL offers two levels of Day 2 support services to select from based upon your existing capabilities and requirements: IPT Management and IPT Maintenance. Both of these services offer varying levels of support for the entire Cisco Unified Communications architecture including CallManager and Unity convergence servers, Cisco IPT voice gateways, Cisco IPT toll bypass devices, Cisco IPT-enabled routers and switches, Cisco IP telephones, and Cisco Soft IP phones.

IPT Management
VITAL’s IPT Management service, our most comprehensive IPT support service, combines the use of best-of-breed tools, a knowledgeable staff and defined processes to offer a proactive IPT operational solution to ensure the best possible reliability, availability and performance for your Cisco IPT environment. Under this service, your IPT environment is proactively monitored from our Network Operations Center for issues that may affect its performance or operation.  If an issue is identified, our engineers begin immediate problem identification and manage the issue through resolution - including the management of third party vendors and carriers as required.

VITAL’s IPT Management service combines a number of service elements to ensure the ongoing health and operation of your customers’ IPT networks.

• 24x7x265 fault monitoring and management
• 24x7x265 performance monitoring and management
• 24x7x365 Remote technical support
• Parts dispatch of replacement hardware (under a valid Cisco SMARTnet® contract)
• An onsite field engineer to perform onsite troubleshooting and installation of replacement parts (OPTIONAL)
• Remote administration of MACDs (OPTIONAL)
• Remote critical patch updates
• Regular management reports
  

IPT Maintenance
VITAL’s IPT Maintenance service supports the ongoing operation of your Cisco Unified Communications investment by providing access to skilled technical resources to answer questions and troubleshoot issues that may arise, by dispatching parts and onsite resources when necessary to resolve an issue, by alerting you when voice quality and other service-affecting issues are identified, by notifying you of the availability of critical patch updates, and by producing quarterly audit reports that can be used to identify configuration issues, deviations and changes. 

Under this service, you will receive:

• Remote technical support
• Parts dispatch of replacement hardware (under a valid Cisco SMARTnet® contract)
• An onsite field engineer to perform onsite troubleshooting and installation of replacement parts 
• Remote administration of MACDs (OPTIONAL)
• Automated voice alerts to notify them of voice quality and other service-affecting issues
• Notification when critical patch updates become available
• Quarterly audits

Service Comparison

*Customers covered under either VITAL’s IPT Maintenance or IPT Management services are required to hold a valid Cisco SMARTnet/Essential Operate contract for advanced hardware replacement and software updates on all covered equipment.