FTI provides a complete turn-key service to Cisco Systems to support their Advances Services customers. Cisco sells Advanced Services contracts to its customers which include network monitoring and health audits. Once a customer has signed a contract with Cisco for Advanced Services Cisco generates a standardized request for FTI. FTI then configures the required hardware to the customer’s unique network requirements, ships the branded and configured system to customers globally and supports that hardware through its life cycle. FTI provides all the reporting and asset tracking for this program, which spans several teams including SmartNet Total Care, Cisco Network Collector and Network Level Services.
FTI purchases Cisco inventory directly from Sun or other vendors. The systems are all flashed to the approved ELOM version and settings. The hardware is branded for Cisco and then customized based on any special hardware requests. Any faulty hardware is reported to the vendor, repaired and returned to Cisco inventory. The serial numbers are imported into our database for asset tracking.
Cisco submits a CNC, NLS, LCA or CSPC request to FTI through the Cisco web portal in a standardized format. FTI responds and advises the engineer of any errors in configuration settings requested, incomplete or incorrect shipping information and RMA information if needed.
FTI configures the hardware with the customer specific information, installs the OS, patches, packages, hardening, proprietary applications, rules and spot patches with automation. Each system is manually tested in a mock customer network for access through GUI, command line and console. Unique passwords based on ID and SN are manually configured, then tested. The system is then boxed with cables, rails, enclosure documents, recovery CDs and any other customer specific items requested.
The systems are shipped worldwide using three different carriers depending on destination. In the event a shipment experiences delays or problems we track and assist until delivery, sometimes configuring and shipping a replacement immediately.