Managed Support and services

At GBN, we partner with our clients throughout the entire lifecycle of their technological solutions, ensuring their infrastructure always operates at peak performance. Our Technical Support Center combines proactive monitoring, certified engineers, and clear Service Level Agreements (SLAs) to prevent incidents, resolve issues rapidly, and guarantee business continuity.

Specialized Support for Mission-Critical Operations

Our support model integrates continuous monitoring, remote assistance, and on-site support to guarantee the maximum availability of your technological infrastructure. Through standardized processes, management tools, and periodic reporting, we help organizations optimize platform performance and mitigate operational risks.

What Our Service Includes

  • Technical support center with 24x7 availability.

  • Certified engineers for both remote and on-site assistance.

  • Proactive monitoring of your core technological infrastructure.

  • Incident management and rapid fault resolution.

  • Performance reporting and continuous improvement recommendations.

  • Dedicated web support portal for streamlined ticket and service tracking.

  • Seamless integration with manufacturer support and specialized TAC teams.

Our Solution Holds the Key

  • Specialized Support

    Our team of certified engineers delivers specialized technical assistance to resolve incidents, optimize system configurations, and ensure business continuity.

  • Monitoring & Prevention

    We implement proactive monitoring and advanced analytics tools that detect anomalies before they impact your service, drastically minimizing downtime.

  • Management & Continuous Improvement

    Through periodic performance reports, deep-dive analysis, and technical recommendations, we help our clients keep their infrastructure updated, secure, and fully optimized.

Ideal for Your Organization

Our support services are engineered for organizations that need to ensure the availability and performance of their technology infrastructure through specialized care and transparent Service Level Agreements (SLAs).

  • Organizations needing specialized technical support for their IT platforms.

  • Companies requiring non-stop, constant monitoring of their infrastructure.

  • Businesses looking for rapid response times during critical incidents.

  • Teams focused on the continuous optimization of their systems and networks.

  • Organizations seeking technical guidance to navigate their ongoing technological evolution.

Benefits for Your Company

Direct Impact on Your Operations

  • Operational continuity backed by specialized technical support.

  • Rapid resolution of critical faults and unexpected incidents.

  • Greater visibility into the overall health and status of your infrastructure.

  • Reduced operational risks through proactive, continuous monitoring.

  • Ongoing optimization of your overall technological performance.

  • Direct access to certified experts and tier-1 manufacturer support.

Support Tools & Infrastructure Visibility

CST-GBN Web Portal

Our clients gain exclusive access to a specialized web portal where they can:

  • Open and track real-time incidents

  • Check the live status of active tickets

  • Review response and resolution time metrics

  • Access comprehensive service reports and KPIs

Once your contract is officially activated, your unique username and password credentials will be securely delivered to your team.

Cisco CX Cloud

Our managed services natively integrate with Cisco CX Cloud—a digital platform that maximizes the value of your Cisco infrastructure by providing direct access to expert knowledge, technical support, analytics, and actionable recommendations.

Through CX Cloud, your organization can:

  • Gain total visibility across your entire Cisco infrastructure footprint

  • Monitor the exact status of hardware devices and service contracts

  • Receive proactive alerts for critical software upgrades and security patches

  • Access personalized architecture recommendations from Cisco experts

  • Connect instantly with a global community of enterprise users

Frequently Asked Questiones(FAQs)

  • What response times are covered under the support service?

    Our Service Level Agreements (SLAs) guarantee response times of less than 4 hours within the Guadalajara Metropolitan Area and Mexico City, and less than 6 hours across the rest of the country, depending on your specific service tier.

  • How do I report an incident?

    Clients can easily log incidents through the CST-GBN Web Portal, via email, or by contacting our technical support center directly. All communication channels and contact details are fully detailed in your service Welcome Kit.

  • What is included in the service Welcome Kit?

    Upon service activation, clients receive a comprehensive Welcome Kit containing:

    • Cisco and GBN contract numbers

    • Detailed coverage specs and SLA agreements

    • Scope of the contracted service

    • Login credentials for the CST-GBN support portal

    • Step-by-step incident reporting procedures

    • Official escalation paths

    • Service exclusions and restrictions

  • Does the support include direct interaction with Cisco?

    Yes. GBN's support model seamlessly integrates with Cisco's global support ecosystem, allowing our engineers to escalate complex architecture issues directly to Cisco TAC when required.

  • Can the service scale as our company grows?

    Yes. Our managed services are completely flexible, allowing you to easily scale your coverage, add new infrastructure assets, and expand SLA levels as your business demands grow.