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We have aggregated ratings data on Cisco but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Smart Net Total Care

    Implementation was easy, getting the data into the cloud was a little harder

    Overall Comment

    The product didn't feel production ready. It seemed to have capabilities that didn't work as expected, worked poorly or would be available in a future release.

    What one piece of advice would you give other prospective customers?

    Made sure all of the reporting features worked as advertised. Provide a simple guide for getting the most value from the product.

    What do you like most about the product or service?

    Usability was very poor. When our portal admin left the company Cisco was unable to provide us with a new account. We had to contact the departed employee to get access to our portal.

    What one thing do you wish the vendor did differently?

    Connects equipment with maintenance contracts.

    If you could start over, what would your organization do differently?

    Wait for a future version.

    Product capabilities - overall comment

    The product does tie our support agreements to our cisco devices. We have 1000+ in our environment so this is a benefit.

    Service & support - overall comment

    N/A


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Ability to understand your organization's needs

(1)
3.0

Timely and complete response to product questions

(1)
2.0
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
5.0
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from the vendor?

No


Timeliness of vendor's response

(1)
3.0

Quality of technical support

(1)
3.0
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor


What other vendors were considered?


Why did you purchase an IT Service Support Management Tool?

Enhance decision making

Improve compliance and risk management


What were the key factors that drove your decision?

Financial/organizational viability

Overall cost