Day-2 Services

Day-2 Support


Partnership for Success

At MSN, we strive to give you the tools and training for success with your IP telephony and data network; however we also offer Day-2 support after the implementation of your network is complete should issues or new requirements arise. When you sign up for Day-2 Support, we offer you the following services:


  • 24x7 on-call technical support
  • Monthly documentation of MSN service activities
  • A primary Day-2 engineer assigned to your account
  • Monthly trouble ticket and trend analysis
  • Quarterly review of performed services, operational performance, available hardware and software updates, and any outstanding issues
  • Recommendations for available hardware and software updates

Throughout the duration of our partnership, MSN can help you with numerous services. In addition to troubleshooting issues, we can help you stay current in your network. This could include:


  • Software updates, upgrades and patches
  • Staff augmentation using MSN's expertise
  • Backfill day-to-day support personnel
  • Technical writing
  • Consulting for network update, expansion or complete redesign

To ensure that all issues are reported and addressed as quickly as possible, MSN has established priority I (Critical), II (High) and III (Medium) problem priority definitions. These definitions assist us, along with our partner Cisco, in allocating the appropriate resources to resolve issues.


MSN, as a Cisco-Certified Gold Partner, strives to help you optimize your network investment by adopting the lifecycle services approach utilized by Cisco. By offering end-to-end support spanning every stage of the network lifecycle, we focus on the operate phase of the lifecycle and offer services that help to maintain operational efficiency and improve productivity.


In addition, we offer focused technical support that provides you with individual attention and technical support from MSN Cisco-certified engineers and technical staff members. This highly-experienced team will be intimately familiar with your network infrastructure to speed network restoration time and will help you to continuously improve your operational efficiency and network productivity.