Cisco Support Services

Keep your Cisco estate operating with 24x7 UK-based support and actionable network insight.

Faster incident resolution via Smart Bonding
Tailored SLAs and delivery models, including EOL coverage.
Single point of contact, backed by Cisco entitlements.
Insights from the boxxe Network Intelligence platform.

What is Cisco Support Services?

Cisco Support Services is a reactive support offering for Cisco hardware and software that resolves faults against agreed SLAs. Options range from hardware-only to engineer-assisted, delivered direct with Cisco or via boxxe, with third‑party maintenance available for EOL assets.

It includes access to Cisco software downloads and, depending on the service procured, Cisco TAC. Many packages also include Network Intelligence for deeper visibility.

Why choose our solution?

When uptime matters, you need more than a standard support line. We combine Smart Bonding, Network Intelligence and a 24x7 UK NOC to speed resolution and surface insight.

Resolve faster

Smart Bonding links our ITSM platform directly to Cisco for quicker handling, with most requests fixed by boxxe before TAC is needed.

Visibility that guides action

Network Intelligence provides vital health insights, helping teams understand issues and act decisively.

Cover every asset

Choose direct Cisco support, PSS with boxxe 1st/2nd line, or third‑party maintenance for EOL—so your entire estate is protected on your terms.

Proven credentials

Delivered by a UK NOC with vendor‑qualified engineers, approved parts and a vendor‑recognised support model, underpinned by a 4* SDI service desk.

The benefits of Cisco Support Services

Our service reduces downtime and accelerates fault resolution through integrated tooling and tight vendor alignment. It gives you access to software updates and Cisco TAC (where entitled), while our NOC provides round‑the‑clock UK coverage. You also gain estate‑wide insight through Network Intelligence for better decisions and long‑term value.

Resilience & uptime

Reduced downtime thanks to our method of service delivery and tailored SLAs that fit your environment.

Speed & efficiency

Faster resolution via Smart Bonding with UK‑based, Cisco‑qualified resources available 24x7, you can be assured of the efficient handling of your incident.

Visibility & insight

Network Intelligence delivers vital health insights so teams can prioritise, plan and justify actions with confidence.

Assurance & trust

Vendor‑recognised model, approved parts and vendor‑qualified engineers—plus a 4* SDI service desk to ensure quality.

Choice & flexibility

Delivery options ranging from direct Cisco support to EOL third‑party maintenance, with co-delivery a speciality, multi‑year discounts are available.

Why your organisation needs Cisco Support Services

Unplanned outages, ageing kit and limited internal bandwidth put service levels at risk. You need faster fixes, predictable costs and a model that covers every device—including EOL.

Minimise downtime

Integrated processes and Smart Bonding help resolve incidents quickly.

Control cost exposure

Fixed support costs over the contract term provide peace of mind.

Cover EOL and mixed estates

Third‑party maintenance uplifts base support where needed.

Match SLAs to business impact

Tailored response levels instead of “one‑size‑fits‑all”.

Cisco Support Services explained

Comprehensive, flexible and vendor‑recognised support for your Cisco estate

Cisco Support Services is a reactive service designed to resolve issues across Cisco hardware and software within agreed SLAs. It can be procured as hardware‑only or with engineer support, and delivered either direct with Cisco or via boxxe for a cost‑effective model. For end‑of‑support equipment, approved third‑party maintainers extend coverage so your whole estate is protected.

Service models

All in‑life equipment is “backed off” to Cisco, either directly to SLA or via an approved third‑party top‑up. This preserves entitlements to software updates and access to Cisco TAC where required.
boxxe PSS – With PSS, boxxe provides 1st and 2nd line support before escalation to Cisco TAC, combining speed with vendor alignment, all underpinned with access to our Network Intelligence platform.
EOL coverage – Third‑party maintenance provides an effective option for end‑of‑support hardware.

Entitlements, tooling & insight

Software downloads – Access downloads from cisco.com as entitled by your contract (via your CCO ID).
Smart Bonding – Our ITSM platform integrates with Cisco to speed incident handling and resolution.
Network Intelligence – Gain vital insight into network health; included with PSS as standard.

Quality & coverage

Support is delivered by a UK‑based NOC that operates 24x7, with vendor‑qualified engineers and approved parts under a vendor‑recognised model. Services are delivered via the UK and available globally, subject to Cisco’s availability matrix, all underpinned by a 4* SDI rating.

Credentials

boxxe is a Cisco Gold Provider and Meraki Technology Partner with masters‑level accreditations in Enterprise Networking and Security. We own outcomes end‑to‑end—from incident triage to vendor escalation and hardware RMA—building trusted, long‑term partnerships.

Development process phases

Setup & coverage – Confirm assets and align SLAs; ensure all in‑life kit is backed off to Cisco or topped up via approved third parties.
Tooling & entitlement – Enable Smart Bonding and confirm software download/TAC entitlements.
Operate & resolve – boxxe provides 1st/2nd line support and escalates to Cisco TAC when required.
Insight & improve – Use Network Intelligence to understand health and prioritise remediation.
Renew & optimise – Flex delivery options (including multi‑year discounts) to match budgets and risk.

Summary

Resolve faster: Smart Bonding and a 24x7 UK NOC accelerate fixes.
Cover more: Choose direct Cisco, PSS or third‑party EOL support to protect every asset.
See clearly: Network Intelligence surfaces vital health insights.
Trust the experts: Vendor‑recognised model, qualified engineers and proven credentials.

Contents

What you get

You receive a Cisco‑aligned support service that keeps your network running and your teams informed.

Fault resolution within agreed timeframes.
Access to Cisco software downloads and TAC (as entitled).
24x7 UK‑based NOC with vendor‑qualified engineers.
Network Intelligence insights.
Tailored SLAs and delivery options, including EOL coverage.
Multi‑year options and discounts.
Single point of contact under a vendor‑recognised model.

Request a quote Speak to an expert

What our customers say

A quick note of thanks regarding the promptness of sorting out the Cisco Duo installation for us. Mark was a pleasure to work with (at distance) last week – he is highly knowledgeable, and his approach was very professional, giving us a high degree of confidence that the solution was being set up in the most appropriate way for us here at BCUHB.

Betsi Cadwaladr University Health Board

We know boxxe Group will always deliver. As a hospital, we're dynamic and sometimes need to act quickly to support transformation. Often time is of the essence. With boxxe Group, we can pick up the phone and they will help... boxxe Group employees are technically sound; they follow best practice and instil confidence. They have good account management and excellent ties with Cisco.

Matthew Poxon

Head of Networks

Mid and South Essex NHS Foundation Trust

“The education sector is under more pressure than ever before to become more sustainable, evidence sustainability outcomes, and cut costs.

Our trailblazing collaboration with Cisco and boxxe will make a radical difference to schools and academies across Cambridgeshire, setting the pace for educational institutions across the country.”

Barry Cauldwell

Head of Technical Operations

The ICT Service

Key strategic partnership

Cisco Support Services

Our strong partnership with Cisco underpins service quality and entitlement.

FAQs

Get quick, practical answers to help you decide with confidence.

Is support really 24x7 and UK‑based?

Yes. Our NOC operates 24x7 in the UK, led by vendor‑qualified engineers and approved parts under a vendor‑recognised model.

Do I get access to Cisco TAC and software downloads?

Yes—access to TAC and downloads is provided where entitled by your chosen service package and contract for all in-life equipment.

How quickly are incidents resolved?

Incidents are prioritised based on severity, and with Smart Bonding with our ITSM platform, integrates directly with Cisco for faster handling, and whist Cisco is always available, the vast majority or requests are fixed by boxxe without TAC engagement.

Can you cover EOL hardware?

Yes. We can support EOL hardware using approved third-party maintainers.

Are SLAs flexible?

Absolutely. Response SLAs are tailored to your needs rather than one‑size‑fits‑all.

Where is the service available?

Delivered via the UK and available globally, subject to Cisco’s availability matrix.

Get Cisco Support Services — resolve faster, more clearly

Keep your Cisco estate resilient with 24x7 UK support, Smart Bonding and Network Intelligence insight.

Tailored SLAs and delivery options, including EOL coverage.
Vendor‑recognised model with approved parts and qualified engineers.
Access to Cisco downloads and TAC (as entitled).
Single point of contact; faster fixes via Smart Bonding.

Request a quote today.

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What we use your personal data for	Our reasons
Creating and managing your account with us	To perform our contract with you or to take steps at your request before entering into a contract
Providing products and/or services to you	To perform our contract with you or to take steps at your request before entering into a contract
Conducting checks to identify you and verify your identity or to help prevent and detect fraud against you or us	To comply with our legal and regulatory obligations
Enforcing legal rights or defend or undertake legal proceedings	Depending on the circumstances: — to comply with our legal and regulatory obligations — in other cases, for our legitimate interests, i.e. to protect our business, interests and rights
Customising our website and its content to your particular preferences based on a record of your selected preferences or on your use of our website	Depending on the circumstances: — your consent as gathered e.g., by the separate cookies tool on our website—see ‘Cookies and other tracking technologies’ below — where we are not required to obtain your consent and do not do so, for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you at the best price If you have provided such a consent, you may withdraw it at any time by changing the setting on the cookies tool (this will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn)
Retaining and evaluating information on your recent visits to our website and how you move around different sections of our website for analytics purposes to understand how people use our website so that we can make it more intuitive or to check our website is working as intended	Depending on the circumstances: — your consent as gathered by the separate cookies tool on our website]—see ‘Cookies and other tracking technologies’ below — where we are not required to obtain your consent and do not do so, for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you at the best price If you have provided such a consent you may withdraw it at any time by clearing your cookie settings and rejecting when you revisit our website (this will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn)
Communications with you not related to marketing, including about changes to our terms or policies or changes to the products AND/OR services or other important notices	Depending on the circumstances: — to comply with our legal and regulatory obligations — in other cases, for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you at the best price
Protecting the security of systems and data used to provide the services	To comply with our legal and regulatory obligations We may also use your personal data to ensure the security of systems and data to a standard that goes beyond our legal obligations, and in those cases our reasons are for our legitimate interests, i.e., to protect systems and data and to prevent and detect criminal activity that could be damaging for you and/or us
Statistical analysis to help us understand our customer base	For our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you at the best price
Updating and enhancing customer records	Depending on the circumstances: — to perform our contract with you or to take steps at your request before entering into a contract — to comply with our legal and regulatory obligations — where neither of the above apply, for our legitimate interests, e.g., making sure that we can keep in touch with our customers about existing orders and new products
Disclosures and other activities necessary to comply with legal and regulatory obligations that apply to our business, e.g. to record and demonstrate evidence of your consents where relevant	To comply with our legal and regulatory obligations
Marketing our services to existing and former customers	For our legitimate interests, i.e., to promote our business to existing and former customers. See Marketing below for further information
The audit of our ISO certifications (to the extent not covered by ‘activities necessary to comply with legal and regulatory obligations’ above)	For our legitimate interests, i.e., to maintain our accreditations so we can demonstrate we operate at the highest standards
To share your personal data with members of our group and third parties that will or may take control or ownership of some or all of our business (and professional advisors acting on our or their behalf) in connection with a significant corporate transaction or restructuring, including a merger, acquisition, asset sale, initial public offering or in the event of our insolvency. In such cases information will be anonymised where possible and only shared where necessary	Depending on the circumstances: — to comply with our legal and regulatory obligations — in other cases, for our legitimate interests, i.e., to protect, realise or grow the value in our business and assets

Recipient	Processing operation (use) by recipient	Relevant categories of personal data transferred to recipient
Google	We use Google Analytics (GA4) cookies to collect data about the visitors to the site which includes the number of visitors, session duration, pages visited during the session etc. and whether visitors return. Google Analytics will assign a unique “ID” to a user of the boxxe website at the point they register an account with us for the purpose of tracking their activity on the boxxe website. This information is anonymous and cannot be used to identify you personally unless you end up becoming a boxxe customer. Google Analytics cannot use the ID to work out who you are.	Device’s IP address (processed during your session and stored in a de-identified form) geographic location (country only), and the preferred language used to display our website. Google Analytics stores this information on our behalf in a pseudonymized user profile.
Hotjar Ltd	We use Hotjar in order to better understand our users’ needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our users’ experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behaviour and their devices. Hotjar is contractually forbidden to sell any of the data collected on our behalf.	This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar stores this information on our behalf in a pseudonymized user profile.
Dotdigital	Dotdigital is a SaaS cross-channel marketing automation platform and services provider that helps brands devise successful, personalized marketing campaigns across multiple channels (e.g. email). Paired with its Microsoft Dynamics 365 CRM integration, boxxe is able to deliver tailored marketing to its customers.	Contact data (such as email address, contact number, name or other contact details), marketing preferences, IP address and usage information (including online navigation data, location data and browser data).
Darktrace	Darktrace’s Security Platform enhances boxxe’s cybersecurity position by providing endpoint protection, cloud security, and email security. Darktrace uses AI-driven tools to detect and respond to potential threats, such as malware, phishing attacks, and insider threats, by continuously monitoring network traffic, user behaviour, and cloud-based resources. It aims to prevent data breaches and minimize cyber risks by identifying and mitigating security threats in real-time.	Contact data (name, email address, user name), devide identifiers (e.g. IP address) and/or mobile identifiers, location data to nearest city, usage information (including tracking or browsing behavior).
Greenhouse	Greenhouse ATS is a cloud-based software that helps companies manage their recruitment processes. It organizes and tracks job applications, resumes, and candidate information. Greenhouse ATS collects applications and stores data about the applicants, such as which source they came from, which role they applied to and where they are in the application process. Greenhouse ATS features applicant tracking, background screening, interview scheduling, and onboarding.	Contact details (name, email address, home address, telephone number) and any special accommodations needed if successful for interview and employment.

Recipient country	Recipient	Processing operation (use) by recipient	Lawful safeguard
Ireland	Hotjar	Hotjar uses cookies and other technologies to collect data on our users’ behaviour and their devices. This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar stores this information on our behalf in a pseudonymized user profile.	Adequacy regulation further to paragraph 5(1)(a) of Part 3 of Schedule 21 to the Data Protection Act 2018 https://www.hotjar.com/legal/support/dpa/
USA	Stripe Inc	In order to facilitate online payments through boxxe’s ecommerce portal, where applicable, Stripe may Process Payment Account Details, bank account details, billing/shipping address, name, date/time/amount of transaction, device ID, email address, IP address/location, order ID, payment card details, tax ID/status, unique customer identifier, identity information including government issued documents (e.g., national IDs, driver’s licenses and passports).	UK Data Transfer Addendum https://stripe.com/gb/legal/dpa
EEA	Dotdigital	Boxxe will provide certain information about its customers to Dotdigital in order for it to be able to provide automated marketing services that are tailored to its specific customer interests.	Adequacy regulation further to paragraph 5(1)(a) of Part 3 of Schedule 21 to the Data Protection Act 2018. https://dotdigital.com/terms/data-processing-agreement/
Ireland/EEA/USA	Greenhouse	Data will primarily be stored at rest in Greenhouse’s Silos - EU-Central-1 (Frankfurt) and EU-West-1 (Ireland) for disaster recovery. Data will only be transferred to and from Greenhouse servers in the EU and the US for essential business activities, including technical support, sub-processor services, and others as outlined in the Greenhouse DPA (data processing agreement).	Legal – Data processing addendum \| Greenhouse

Access to a copy of your personal data	The right to be provided with a copy of your personal data
Correction (also known as rectification)	The right to require us to correct any mistakes in your personal data
Erasure (also known as the right to be forgotten)	The right to require us to delete your personal data—in certain situations
Restriction of use	The right to require us to restrict use of your personal data in certain circumstances, e.g. if you contest the accuracy of the data
Data portability	The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party—in certain situations
To object to use	The right to object: at any time to your personal data being used for direct marketing (including profiling in certain other situations to our continued use of your personal data, e.g. where we use your personal data for our legitimate interests unless there are compelling legitimate grounds for the processing to continue or the processing is required for the establishment, exercise or defence of legal claims
Not to be subject to decisions without human involvement	The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you We do not make any such decisions based on data collected by our website
The right to withdraw consents	If you have provided us with a consent to use your personal data you have a right to withdraw that consent easily at any time You may withdraw consents by emailing ecommerce@boxxe.com. Withdrawing a consent will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn

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Cisco Support Services

What is Cisco Support Services?

Why choose our solution?

Resolve faster

Visibility that guides action

Cover every asset

Proven credentials

The benefits of Cisco Support Services

Resilience & uptime

Speed & efficiency

Visibility & insight

Assurance & trust

Choice & flexibility

Why your organisation needs Cisco Support Services

Minimise downtime

Control cost exposure

Cover EOL and mixed estates

Match SLAs to business impact

Cisco Support Services explained

Comprehensive, flexible and vendor‑recognised support for your Cisco estate

Service models

Entitlements, tooling & insight

Quality & coverage

Credentials

Development process phases

Summary

What you get

What our customers say

Key strategic partnership

Cisco Support Services

FAQs

Is support really 24x7 and UK‑based?

Do I get access to Cisco TAC and software downloads?

How quickly are incidents resolved?

Can you cover EOL hardware?

Are SLAs flexible?

Where is the service available?

Get Cisco Support Services — resolve faster, more clearly

Related resources

SaÏd Business School

Mid and South Essex NHS Foundation Trust

Betsi Cadwaladr University Health Board

General

Types of data we collect

If you fail to provide personal data

How your personal data is collected

How and why we use your personal data

Marketing

Who we share your personal data with

Who we share your personal data with - in more detail

Overseas transfers and sharing personal data with sub-processors

Transferring your personal data out of the UK - in more detail

How long your personal data will be kept

Data Security

Cookies and other tracking technologies

Your Rights

Policy Changes

Contact Us