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Cisco Small Business Extending Services and Support in Latin America

Happy Wednesday!

Did you watch the Academy Awards this week? It sure would been great to get my mug in Ellen’s selfie shot. I could have been Bradley right? ..and a slice of pizza would have been great with Julia, Harrison, and “Marty”. Certainly this year’s Oscars was the best one in years.

Speaking of good shows – as Master of Ceremonies here at Cisco Small Business, I wanted to pass along some fantastic news from another brethren Product Manager, Robin Penn. Her Cisco Small Business Services and Support team has been making a good showing recently by adding 15 additional Latin American Countries where folks can purchase Cisco Small Business Service. For some time, we have received requests from partners, customers and team members to extend our Award Winning coverage to more Latin American countries. As you can imagine, many folks are quite happy about this.

But wait… what exactly did Robin do?  We already sold Small Business Support Service in Argentina, Brazil, Chile, Colombia and Mexico. And now…the envelope please to see the new entrants: Belize, Bolivia, Costa Rica, Dominican Republic, Ecuador, El Salvador, Guatemala, Honduras, Jamaica, Nicaragua, Panama, Peru, Puerto Rico, Trinidad & Tobago and Venezuela. And all are winners

Customers now can purchase (through their partners) the value-priced Cisco Small Business Support Service:

  • Three Years of Award-Winning Technical Support
  • Advanced Product Replacement – either Same Day Ship or Next Business Day**
  • Unlimited telephone support with Cisco Certified engineers, 24 hours daily in English, business hours in other languages
  • Major and minor software releases


Screen Shot 2014-03-03 at 2.32.58 PM

So now, in more and more countries, especially Latin America, Cisco’s Best-in-show Small Business products can be purchased with the award-winning Cisco Small Business Support Service. So as Robin would say, buy/sell the best Small Business products with the Industries’ Best Service and Support, all in the one shot.

Thanks for hanging out with the Cisco Small Business Team – make it a good rest of the week.

Small Business Support Service At-A- Glance in English

Small Business Support Service At -A- Glance in Spanish

Small Business Support Service At-A-Glance in Portuguese

For more info on Small Business Support Service features and benefits or questions…  Check out or contact

And to see where is Small Business Support Service is available: check out

**Questions about Same Day Ship or Next Business Day Logistics?  Contact your partner or

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Midmarket Push at Partner Summit: New Cloud Managed Services and Catalyst Switch

Co-Author: Sanjit Biswas, VP and GM, Cisco’s Cloud Networking Group 

Since our acquisition of Meraki in late 2012, you have heard us talking about the midmarket and new opportunities for channel partners and customers. I’m pleased to say that today, at the Cisco Partner Summit in Boston, we have some exciting updates for you. Specifically, we’ll focus on our Made for Midmarket portfolio which includes a range of new product offerings, services and solutions designed for midsize customers.

As part of Cisco’s newly formed Cloud Networking Group, we are unveiling our complete cloud managed networking portfolio specifically focused for midmarket deployments, consisting of security appliances, switches and wireless LANs.

Get Your Heads in the Cloud – Services and Revenue Opportunities

New for partners today we are introducing the Cisco Meraki Managed Services Dashboard – bringing together a number of features for Managed Service Providers (MSP) to offer cloud-managed networking as a service to their customers. This MSP dashboard features specific tools, analytics and monitoring capabilities and is built to allow our service providers to manage end-customer networks easily from a central location while still maintaining separation and security of each customer network.

Key Highlights of the Managed Services Dashboard

  • MSP Portal – Service providers can easily monitor the health of end-customer networks from a centralized location.
  • Manage your Brand: MSPs can customize the logo on the dashboard to promote their own brand with end-customers. Cisco will work directly with the MSP to customize the content.
  • Support Ticketing: Easy for MSPs to create, monitor and respond to support cases with Cisco staff.
  • Remote Live Tools: A complete set of tools that make remote monitoring of the network significantly easier – a perfect fit for Helpdesk or Network Operations Center (NOC) staff.
  • Partner Benefits: Using the new MSP dashboard, partners can increase profits through managed services, enable existing MSPs to profitably grow their midmarket offering and allow traditional VARs to quickly introduce managed service offerings.


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Cisco Small Business Support Community

As a Small business owner, you know how to run your business efficiently.  So what do you do when you need support for your current Cisco small business network?  If you are like me, you will search the internet for a solution.  Hopefully your search will lead you to the Cisco Small Business Support Community where you will find helpful support documents, videos, and active conversations regarding all Cisco Small Business Products. 

Look at what you will find within the Small Business Support Community:

SBSC-map 2

A) Check to see if you have the latest firmware by clicking on the product family.  You can download the latest firmware from there too.

B) Search the community by typing in your question to see if there is another discussion or document already available that may have an answer. 

C) Use our Guide Me Tool to search our knowledge base or troubleshoot your equipment.

D) This area has all of our popular links such as contact information for our Small Business Support Center locations where you can speak directly with an Small Business Support Engineer.

E) Log in to post your question.  To post a question, all you need to do is to register for a Cisco ID or if you have a Cisco ID just login

F) Go directly to the product area to see all the conversations and documents related to that product.

G) Stay up to date with the latest firmware release by following @CiscoSBsupport on Twitter or to see what is new in the Small Business Support Community, follow the Small Business Community Blog.

The Cisco Small Business Community is available 24X7 and encourages participation from everyone.  We update the community frequently and strive to make the community the first place to go for your Cisco Small Business Product support needs. 

Please bookmark or add to your favorites, this URL:

If you have any ideas on how we can improve, please leave a comment.

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ACE Network: Empowering Users with Self-Service Provisioning and Support Tools

When the ACE pilot network began inside Cisco, it supported a much smaller audience.  In those days we only had around 1000 users, and for the most part these were very technically savvy people.  Mostly they were power users, who could use tools normally provided to our engineering group with ease.  As our ACE “service introduction” network has grown to support over 13,000 users, we are now reaching a much wider audience that still wants to use leading-edge, first-deployment services; yet, with production-level support and ease of use.  To keep up with the needs of our evolving user base, we needed to reduce the amount of time our team was spending on routine provisioning and support tasks – which can take up a lot of time.

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IT Mobility Social Support Leads to Reduced Costs

Cisco IT’s Bring Your Own Device (BYOD) program allows employees to be most productive on whatever device they choose.  Whether it’s an iPhone, iPad, Android, Mac or PC they can connect to the Cisco internal network easily, but that’s not what this blog is about, if you’re interested in that initiative click here and here. This blog is about how adding a social layer, specifically Cisco WebEx Social, resulted in an improved user experience and reduced caseload and therefore avoided cost.  Personally, I’d like to say the easy onboarding of devices has caused me less wrinkles, but I’ve yet to find a quantitative way to prove that hypothesis true, so let’s stick to the facts:

  • In November 2010, Cisco IT had 4,566 cases per 33,354 devices or about 0.14 Cases/Device
  • In October 2011, Cisco IT had 3,921 cases per 48,530 devices or about 0.08 Cases/Device
  • Cisco IT has had a 52% increase in devices and 16% more users

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