Proactive, expert-level support for your Webex, Meraki, and IT environment — backed by guaranteed SLAs and a team that knows your systems inside and out.
Reliable business-hours support with a dedicated email, ticket portal, and monthly reporting.
White-glove, priority support with a named account contact, fastest SLAs, and proactive monitoring.
Chat-based support when you need it. Ideal for smaller teams and low-complexity environments.
Response and resolution commitments across every priority level
| Priority | Metric | Platinum | Dedicated | LiveChat |
|---|---|---|---|---|
| High / CriticalService outage, all users impacted | Response | 1 hour | 2 hours | 4 hours |
| Resolution | 6 hours | 12 hours | 24 hours | |
| MediumFeature degradation, subset affected | Response | 2 hours | 4 hours | 8 hours |
| Resolution | 12 hours | 24 hours | 48 hours | |
| LowConfiguration request, non-urgent | Response | 4 hours | 8 hours | 24 hours |
| Resolution | 24 hours | 48 hours | 72 hours |
Hover any feature to learn more about what's included
| Feature | Platinum | Dedicated | LiveChat |
|---|---|---|---|
| Dedicated support emailA direct email address to Perdigon's support team — bypasses general inboxes for faster routing and prioritized handling of your requests. | ✓ | ✓ | — |
| Chat-based supportSubmit and manage support requests through Perdigon's online chat platform. Real-time messaging during business hours with asynchronous follow-up. | ✓ | ✓ | ✓ |
| Ticket tracking portalOnline portal to submit new tickets, track status in real time, view history, and access resolution notes for all past requests. | ✓ | ✓ | — |
| Named account contactA designated senior support engineer assigned to your account who knows your environment, users, and history — no re-explaining every call. | ✓ | — | — |
| Priority ticket queuePlatinum tickets are automatically triaged ahead of all other tiers. Your issues get seen first and resolved fastest. | ✓ | — | — |
| Proactive monitoring alertsAutomated health checks on your supported services. We catch issues before your users do and notify you with recommended actions. | ✓ | — | — |
| Quarterly business reviewScheduled call with your account contact to review ticket trends, SLA performance, environment health, and optimization opportunities. | ✓ | — | — |
| Monthly support summaryDelivered report covering ticket volume, resolution times, open issues, and environment notes — keep stakeholders informed without extra effort. | ✓ | ✓ | — |
| Knowledge base accessSelf-service library of guides, FAQs, and how-to articles to help your team resolve common issues quickly. | ✓ | ✓ | ✓ |
| AI-assisted triageWebsite chatbot automatically categorizes and routes your support requests for faster handling and resolution. | ✓ | ✓ | — |
| User onboarding & offboarding *Onboarding is included when licenses are purchased through Perdigon. We handle adding and removing users, license assignments, workspace provisioning, and access configuration. | ✓ | ✓ | ✓ † |
| Configuration & policy changesMoves, adds, and changes (MACs) to your collaboration environment — dial plans, call routing, user policies, device settings, and more. | ✓ | ✓ | ✓ † |
| Incident troubleshooting & escalationRoot cause analysis for service issues with structured escalation paths. We troubleshoot, document, and escalate to vendors when needed. | ✓ | ✓ | ✓ † |
| Vendor liaison (TAC management)Perdigon opens and manages Cisco TAC cases and vendor support tickets on your behalf — we handle the back-and-forth so you don't have to. | ✓ | ✓ | — |
* Onboarding included when licenses are purchased through Perdigon.
† LiveChat tier — requires active support agreement.
Transparent pricing for work beyond your support plan
Talk to us — we'll recommend the right tier based on your team size, environment, and support needs.