Mecklenburg Counties Collaboration Enterprise Agreement

A Lifecycle Approach to EA Success

Mecklenburg County- Cisco Collaboration EA Onboarding 2023

Welcome to Mecklenburg County Enterprise Agreement (EA) Onboarding site. This page contains all information pertinent to Mecklenburg Counties EAs as of September 27, 2023. 

Topics:

  • Welcome & Introductions
  • WWT Value Add and EA+ Methodology
  • Entitlements & Consumption
  • Links to Resources
  • Call to Action

Your WWT Customer Experience Team

Dudney JosephCustomer Onboarding Manager - Public Sector
Sarah CottomSr. Customer Success Manager

WWT Value Add and EA+ Methodology 

It's important to us at WWT that you fully understand not only the EA you have purchased, but also our EA+ Methodology and what that means to you. The graphic below gives a visual of our lifecycle approach: 

Getting Started in your EA

Mecklenburg County purchased this 1 Year Collaboration Enterprise Agreement (EA), which encompasses your Flex 3.0 and Contact Center needs. 

  • Start Date: August 1, 2023
  • End Date: August 2, 2024
  • Billing Model: Prepaid
  • Web Order ID: 95223551
  • Subscription ID: Sub1569815(Contact Center), Sub1569816 (Flex 3.0)
  • Contract Number: 205535991

Technology: Collaboration

Suite(s): Flex 3.0, Contact Center

License Types:

Operational understanding of your newly acquired licensing and how it will impact your environment is critical to effective deployment and utilization. Your EA licensing will be managed within Cisco Software Central.

 

In addition to your WWT team, your Enterprise Agreement includes support from Cisco's Technical Assistance Center (TAC). TAC is global support offering that provides around-the-clock technical support, both online and over the phone. Mecklenburg County is entitled to Basic for this EA. 

 

First, determine what level of severity the issue is:

Severity 1 (S1). Network or environment is down or there is a critical issue affecting business operations. WWT and Cisco, along with the Customer POC, will commit to 24x7 coverage until the case is resolved.

Severity 2 (S2). Operations on an existing network or environment is severely degraded. WWT and Cisco, along with the Customer POC, will commit full-time resources during standard business hours to resolve the situation.

Severity 3 (S3). Operational performance of your network or environment is impaired. WWT and Cisco, along with the Customer POC, will commit resources during standard business hours to resolve.

Severity 4 (S4). Information is required on Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations.

 

You can engage Cisco TAC by:

  1. Using the online tool to initiate your service request for Levels 3 & 4
  2. Call the Cisco's  Technical Assistance Center (Cisco TAC) at 800-553-2447 for levels 1 & 2
    1. Have your Cisco CCO ID and Contract Number (205535991) available

WWT Account Team

 

WWT's Advanced Technology Center 

 

WWT CX Services 

 

WWT Services Portfolio