Operations at scale need clear ownership, timed responses, and transparent metrics. Support runs as a managed layer over Webex Calling and Control Hub. A 24x7 NOC watches quality thresholds and alarms, and service tiers define who acts, when, and with what outcome. Escalations to Cisco TAC and carriers follow documented paths, so incidents close with evidence and RCA. 

 

Service tiers: 

• Business hours or 24x7 coverage 
• Remote only, or remote plus on-site dispatch 
• P1 to P4 definitions with timers for response and restore 
   

Run operations: 

• Continuous monitoring of incidents and quality thresholds 
• MACD at speed with approvals and audit 
• RCA commitments for major incidents and post-mortems on cadence 
   

What stakeholders see: 

• Ticket states, timers, and change logs 
• Weekly and monthly service reviews with trend data 
• Capacity and carrier performance recommendations