Vendors Are Listening

Matthew Norwood of In Search of Tech comments:

For your average corporate end user, this isn’t as much of a problem as it is for those of us who work for Cisco partners and deal with a variety of clients. There are plenty of instances in which I happen to be lending a hand with a client that my company did not sell the Cisco SmartNet maintenance contract to. Some other reseller did, so my account is not entitled to that particular contract. In order to fix that, the customer has to authorize the attachment of the contract to my profile with Cisco. Then, I can open up support cases on any of the hardware covered under that contract. The problem with that approach is that I don’t always have the luxury of waiting for that process to work itself out. Consider a network outage that crops up and the client expects my company to drive the issue with Cisco TAC. While the outage is ongoing, I am having to plead with Cisco to get my account authorized to simply open the case. This is something that tends to happen on a fairly regular basis.

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About the author

Stephen Foskett

Stephen Foskett is an active participant in the world of enterprise information technology, currently focusing on enterprise storage, server virtualization, networking, and cloud computing. He organizes the popular Tech Field Day event series for Gestalt IT and runs Foskett Services. A long-time voice in the storage industry, Stephen has authored numerous articles for industry publications, and is a popular presenter at industry events. He can be found online at,, and on Twitter at @SFoskett.

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