said by HELLFIRE:Client I deal with gets a pretty sweet deal globally, they buy it from whoever, wherever, and is backdated
with Cisco for support. All the client cares is EVERYTHING is 24x7x4 support, and if we say it isn't (especially
if the documentation says 8x5xNBD), well... they have our boss, the boss' boss, and the boss' boss' boss on
speed dial... calls like that especially suck at 0200 in the morning.
Regards
i am the principal/cse on a similar account.
customer buys the equivalent of about $30mil/year list price (they don't pay list -- but if they did -- it would total roughly that much) in hardware and support with an additional $2-3million in professional services from us.
they tier out their kit based on business need. core and critical infrastructure is 24x7x365. it goes down from there to 8x5xnbd. in those cases -- they hot spare on no support to resolve the issue. each site has a cache -- and large stocks are geographically spaced so there is no more than about 2-3 hours drive time between.
its all about cost and logistics from within the enterprise.
q.