Our Domain Expertise
Supporting Business-Critical Infrastructure Across the Enterprise
ColLaboraTION AND TELEPHONY
Planning & Design
Your business is covered with us
IT Infrastructure Assessment, Architecture Planning & Solutions Engineering in one Expert Team
Our Planning-Driven Design Philosophy Focuses on Optimizing Performance vs. Economic Cost
Planning & Design Services
Systems Sales & Integration Expertise
Our Expertise & Experience : By the Numbers
Systems Integration Experience
Certifications from Industry-leading vendors
Enterprise Implementations Per Year
Network Appliances Deployed
Certified Engineering Excellence
Unparalleled Managed Infrastructure & Managed Support Capabilities
Managed Enterprise Networks
Networking Appliances Controlled, Monitored & Administered by our NOC
Managed Information Security
Firewalls & Other Cybersecurity Controls Monitored, Controlled & Supported by our SOC
Managed Voice, Video & Collaboration
PBX Systems, Gateways and UC Endpoints Configured, Monitored & Supported by our NOC
Service Delivery You Can Trust
Managed Infrastructure Services Offering
A highly-flexible service model designed to meet needs across the enterprise and allow for consolidated administration of multiple IT architectures with a single point of contact.
From monitoring to configuration management, backup & recovery, tuning and support, we meet our clients’ needs at every step of the infrastructure lifecycle.
Our market leading NOC-as-a-Service offering enables clients to ensure the health, performance and availability of their critical infrastructure and applications 24x7x365.
We also offer the ability proactively respond to and resolve potential problems in a cost-efficient and highly-customizable structure.
Network Health Assurance
Infrastucture availability, uptime and health monitoring
Network Operations Center
Infrastructure and application performance monitoring
Proactive problem detection and response
7x24x365 service coverage
Maintenance & Support
Maintenance & Support
Comprehensive preventative & corrective maintenance solutions, available as Managed Support or on-Demand offering.
An Exclusive Option for Our Cisco Clients:
Meet all your Cisco Service Needs for up to 30% Less
Guaranteed service 24x7x365
Single point of contact for all support and maintenance needs. Incident management with ITIL-aligned processes and ITSM tool for administration and monitoring. 24x7x365 service hours by phone or email.
Access to certified experts
Follow-up by certified personnel from diagnosis to incident resolution. Support in the implementation of actions required for the resolution of identified problems and the validation of problem correction.
SLA contractual guarantee
Contractually-agreed service levels for ticket service, incident resolution and parts replacement. Third level support directly from the Cisco Technical Assistance Center (TAC).
Free access to updates and patches
Cisco-guaranteed access to software updates, including operating system, patches and firmware versions.
Replacement of Damaged Cisco Direct Equipment
Advanced parts replacement supplied directly by Cisco with 4-hour or Next Business Day (NBD) response times based on customer needs and coverage.
EOL / EOS Equipment support option
Optional coverage for equipment subject to End of Life or End of Support announcement by the manufacturer, including the option to ensure replacement of defective or damaged equipment.
On-site support option and network monitoring
Optional coverage for on-site support, network monitoring, infrastructure management, configuration management, and end-user support (desktop or mobile environment).
1. How does Intellligent Co-Delivered Support work?
The Intellligent Co-Delivered Support service is a technical support service that includes incident diagnosis and resolution, guaranteed access to operating system and / or firmware updates, and guaranteed replacement of defective equipment, all under SLAs guaranteed by Orben and backed by Cisco.
2. How much can I save with the Intellligent Co-Delivered Support?
Costs and savings vary based on your support needs, coverage period, and the type of equipment you are seeking to cover. However, Intellligent Co-Delivered Support generates significant savings in more than 95% of the proposals we issue. Although your case could vary, most clients achieve savings between 15% and 30% versus the cost of traditional SmartNet coverage.
3. Are there any benefits of Intellligent Co-Delivered Support in addition to saving?
With Intellligent Co-Delivered Support, Orben is responsible for the client’s needs from the moment an incident is identified through final problem resolution and solution validation. The customer does not need to dedicate the technical resources or man-hours required to coordinate with the manufacturer’s TAC. These services are provided by Orben without the need for a separate purchase of a remote support policy at the partner level.
In addition, if the client desires, the Intellligent Co-Delivered Support model allows integration of support policies under a master policy with other Orben services, including registration, deletion and change services, on-site preventive and / or corrective maintenance, Cybersecurity incident management provided by our certified SOC, health and performance monitoring provided by our NOC, or end user support through our Service Desk.
4. Is Intellligent Co-Delivered Support the same as SmartNet?
From the customer’s point of view, the scope of service and guarantees are functionally similar between Intellligent Co-Delivered Support and SmartNet. By contracting Intellligent Co-Delivered Support, the client gains access to Cisco-certified experts for the diagnosis and resolution of incidents that could affect the operation of their equipment. Additionally, by purchasing the SmartSupport, the customer obtains the right to replace defective equipment, with warranty and delivery times directly committed by Cisco.
5. What does Co-Delivery mean?
Co-Delivery is a model authorized by Cisco worldwide, through which Cisco authorizes its most highly-qualified Partners to jointly deliver support services guaranteed by Cisco. Under the Co-Delivery model, Orben serves as the first point of contact for its customers and is responsible for service at Level 1 and Level 2. Cisco is directly responsible for service at Level 3 and for executing equipment replacement requests.
6. Why doesn't my current partner offer Intellligent Co-Delivered Support?
The Cisco requirements to be able to deliver in Co-Delivery are highly demanding and less than 0.1% of Cisco Partners in Mexico are authorizes to deliver this service in Co-Delivery. To obtain this authorization, Orben successfully completed an in-depth audit by Cisco, verifying not only our knowledge of Cisco technology, but also our expertise in IT Service Management.
To guarantee compliance with our responsibilities, we have a Service Desk with 24x7x365 coverage, with operation certified under ISO 20000 and ISO 27001 standards. Our Service Desk is based on an ITSM platform, which is certified in 11 processes such as “ITIL-Compliant ” by Pink Verify.
7. What do I do in the event of an incident or failure of my Intellligent Co-Delivered Support-covered equipment?
You simply open a support ticket with our Service Desk and your incident will be handled in accordance with the terms of the contracted SLA. Tickets can be opened via mail or by calling the Service Center directly. The Service Center is available 7x24x365.
8. What if I need to request an RMA (Equipment Replacement)?
If it is necessary to request replacement of any equipment covered by a Intellligent Co-Delivered Support policy, Orben will carry out the corresponding diagnosis and, in case the need for replacement is confirmed, the Orben’s Service Desk will process your RMA directly with Cisco and the new equipment It will be delivered by Cisco at your facilities in accordance with terms of the contractually-agreed SLA.
9. If I contract Intellligent Co-Delivered Support and need an RMA, who guarantees the equipment?
If it is necessary to replace equipment covered by a Intellligent Co-Delivered Support policy, we will process the RMA directly with Cisco, the replacement equipment will be supplied by Cisco and will come with a factory guarantee. Contracting Intellligent Co-Delivered Support does not in any way limit or alter your rights with respect to the replacement of defective equipment as compared to traditional SmartNet policies.
10. What is the scope of support for Intellligent Co-Delivered Support vs. Traditional SmartNet?
Both services have the same basic scope: Technical support for incident resolution under SLA, replacement of defective equipment and access to operating system and firmware updates. Likewise, both services are authorized by Cisco and the replacement equipment is supplied directly by Cisco under both models. The main differences between the two products are in their operational and economic model.
With Intellligent Co-Delivered Support, Orben is directly responsible for ensuring the support that the customer requires, including technical interaction with Cisco and, if necessary, the request for replacement equipment.
In the traditional SmartNet model, maintenance requirements must be reviewed with the Cisco remote TAC and it is the responsibility of the customer to provide the personnel and technical knowledge that may be required by the TAC.
In practice, many customers with SmartNet services are often forced to acquire an additional maintenance policy from a Cisco partner, who is responsible for coordinating the technical response to any incident. With Intellligent Co-Delivered Support, that service is included at no additional cost.
11. Who is Orben Communications?
Orben is a company specialized in IT and Telecommunications services with more than 25 years of experience serving clients in the private and public sectors.
In addition to being certified as a Cisco Gold Partner, we have certifications from more than 20 additional manufacturers and a proprietary Service Delivery Center. In our Service Delivery Center we have Network Operations Center (NOC), Security Operations Center (SOC) and Service Desk (Service Desk) operations.
All our services operate with 24x7x365 coverage, under ISO 20000 and ISO 27001 certification. Orben is owned by EMX Capital, an institutional Private Equity investors, with funds listed on the Mexican Stock Exchange.
Orben is audited every year by an international law firm and its results are reported on a consolidated basis to the federal Mexican financial sector and securities regulator.