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At LookingPoint, we understand that even the best technical teams sometimes need a second set of eyes, faster escalation paths, or just a bit of extra support when it matters most. That’s why we’re excited to introduce Express Support—our enhanced support offering designed to work alongside your existing Cisco SMARTnet.

What is Express Support?

Express Support bridges the gap between traditional Cisco SMARTnet coverage and the real-world support your team needs to stay ahead. It complements SMARTnet by providing on-demand access to certified engineers, personalized lifecycle management, and proactive guidance—all with the responsiveness and flexibility you expect from LookingPoint.

Here’s what’s included:

1. Dedicated Client Services

You'll work with a dedicated Customer Success Representative (CSR) to help streamline onboarding, licensing portal access, and support needs. We’re not just here when something breaks—we’re with you every step of the way.

2. On-Demand Expertise

Have a configuration question? Need help with a network change? Our technical team is available for:

• Reactive troubleshooting

• Moves/Adds/Changes

• Best practices and how-to guidance

3. Break/Fix Support

We provide remote support for both hardware and software issues, including TAC escalation when needed. If your team hits a wall, we’ll help get things back on track—fast.

4. Lifecycle Management

Our support goes beyond incidents. We assist with:

• EoX (End-of-Life) and firmware guidance

• Replacement hardware planning

• Asset and subscription management through a centralized portal

Why Add Express Support?

Cisco SMARTnet gives you essential coverage like hardware replacement and OS updates. But when it comes to configuration issues, project planning, or quick troubleshooting guidance, that’s where Express Support steps in. It’s an added layer of assurance that gives your team a direct line to trusted advisors.

• Available during standard business hours (8x5) to align with your SMARTnet SLA

• Supports Cisco and Meraki switches, firewalls, routers, and access points

• No contracts or long-term commitments required, just a simple SKU purchase

• Flexible engagement—you can contact LookingPoint or Cisco directly

Who’s It For?

If you’re running Cisco or Meraki infrastructure and want expert guidance without the cost and complexity of higher-tier support packages, Express Support is for you. It's a great fit for organizations looking to simplify IT operations and ensure faster issue resolution with a team they already trust.

As always if you have any questions on about Express Support and would like to schedule a free consultation with us, please reach out to us at sales@lookingpoint.com and we’ll be happy to help!