Cisco BYO Virtual Agent Gold SLA
The Cisco BYO Virtual Agent Gold SLA provides essential support and entitlements for your virtual agent platform, ensuring business continuity and access to advanced features.
- Gold Support: Access to 24x7x4 hour critical response for urgent issues.
- Software Entitlement: Ensures you are running the latest software versions and security patches.
- Platform Assurance: Guarantees continued operation and access to all licensed features.
- Compliance Readiness: Helps maintain regulatory compliance through timely updates and support.
Product Overview
Product Overview
This Cisco BYO Virtual Agent Gold SLA is a subscription-based platform license that provides a high level of support and service for your Bring Your Own Virtual Agent deployment. It ensures you receive timely technical assistance, software updates, and access to all Gold-level features, critical for maintaining operational integrity and performance.
Ideal for IT Managers and IT Professionals in mid-market companies, this SLA integrates into environments where a virtual agent is a core component of customer or internal support operations. It fits within your existing Cisco infrastructure, providing a safety net for your critical virtual agent services.
- 24x7x4 Hour Response: Critical issues receive a response within four business hours, anytime.
- Software Updates & Patches: Automatic entitlement to the latest software releases and security fixes.
- Technical Support: Access to Cisco's expert technical support for troubleshooting and guidance.
- Feature Access: Ensures full access to all features enabled by your underlying virtual agent licenses.
- Service Assurance: Guarantees a defined level of service for your virtual agent platform.
Ensure your virtual agent platform operates at peak performance with the reliability and support of Cisco's Gold SLA, tailored for mid-market operational needs.
What This Enables
Critical Incident Response
Access to 24x7x4 hour response for critical incidents ensures that any major disruption to your virtual agent service is addressed rapidly. This minimizes downtime and maintains essential business functions.
Cloud-hosted applications, SaaS platforms, business-critical software, subscription-based services, IT managed services
Software Maintenance and Updates
Entitlement to the latest software versions and security patches guarantees your virtual agent platform remains up-to-date and protected. This proactive approach prevents vulnerabilities and ensures access to new functionalities.
Software-as-a-Service (SaaS), platform-based solutions, licensed software deployments, cloud infrastructure, virtualized environments
Service Continuity Assurance
Protection against service degradation ensures your virtual agent platform consistently meets performance expectations. This coverage provides confidence in the reliability of your automated support channels.
Customer-facing applications, internal operational tools, business process automation, hosted software solutions, managed IT environments
Key Features
24x7x4 Hour Response Time
Minimizes business disruption by ensuring critical issues are addressed within four hours, anytime.
Access to Software Updates
Keeps your virtual agent platform secure and functional with the latest features and patches.
Gold Support Entitlements
Provides a premium level of technical support for faster resolution and expert guidance.
Subscription-Based Licensing
Offers predictable costs and continuous access to licensed features and support.
Platform Assurance
Guarantees the operational integrity and performance of your virtual agent deployment.
Industry Applications
Finance & Insurance
Financial institutions require highly available and secure customer service platforms, making a Gold SLA essential for their virtual agent deployments to meet stringent uptime and compliance demands.
Healthcare & Life Sciences
Healthcare providers rely on efficient patient communication and support systems, where a Gold SLA ensures their virtual agents are always operational and compliant with patient data regulations.
Retail & Hospitality
Retail and hospitality businesses use virtual agents for customer engagement and support; a Gold SLA guarantees continuous service availability during peak operational hours and critical sales periods.
Legal & Professional Services
Law firms and professional services organizations need reliable client communication tools, and a Gold SLA ensures their virtual agent infrastructure supports consistent client interaction and internal operations without interruption.
Frequently Asked Questions
What is a Bring Your Own Virtual Agent (BYO VA) deployment?
A BYO VA deployment refers to using a virtual agent solution where the customer provides or manages the core virtual agent technology, often integrated with their own systems and data, while leveraging specific vendor support and licensing for enhanced operation.
What does 'Gold SLA' mean for Cisco support?
Gold SLA typically signifies the highest tier of support offered by Cisco, including the fastest response times for critical issues, 24x7 availability, and comprehensive technical assistance to ensure maximum uptime and performance.
How does this SLA apply to my virtual agent?
This SLA provides a service contract for your Cisco virtual agent software, ensuring you receive timely technical support, software updates, and guaranteed response times for critical issues, thereby maintaining its operational readiness and compliance.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.