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 <[email protected]> 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 _______________________________________________ cisco-nsp mailing list [email protected] https://puck.nether.net/mailman/listinfo/cisco-nsp archive at http://puck.nether.net/pipermail/cisco-nsp/
