Named account contacts, fastest SLAs, proactive monitoring, and a team that knows your environment inside and out. Platinum is built for organizations that need guaranteed uptime and hands-on partnership.
| Priority | Response Time | Resolution Target | Example Scenario |
|---|---|---|---|
| 🔴 High / Critical | 1 hr | 6 hr | Webex Calling outage, site network down, users unable to work |
| 🏁 Medium | 2 hr | 12 hr | Voicemail not delivering, intermittent call quality, policy misconfiguration |
| 🟢 Low | 4 hr | 24 hr | Feature request, user how-to question, scheduled MAC, report generation |
A designated senior support engineer assigned to your account who knows your environment, users, and history.
A direct email address to Perdigon's support team — bypasses general inboxes for faster routing and prioritized handling.
Platinum tickets are automatically triaged ahead of all other tiers. Your issues get seen first and resolved fastest.
Automated health checks on your supported services. We catch issues before your users do and notify you with recommended actions.
Website chatbot automatically categorizes and routes your support requests for faster handling and resolution.
Scheduled call with your account contact to review ticket trends, SLA performance, environment health, and optimization opportunities.
We handle adding and removing users, license assignments, workspace provisioning, and access configuration.
Moves, adds, and changes to your collaboration environment — dial plans, call routing, user policies, device settings, and more.
Root cause analysis for service issues with structured escalation paths. We troubleshoot, document, and escalate to vendors when needed.
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.
Subscribe now to activate Platinum support for your team, or contact our sales team to discuss custom requirements.