We implemented enterprise with centralized CVP for our first hospital coming up on a year ago. Our very large reseller did the book of work and very little knowledge transfer actually occurred. During the course of the last year, we have worked several issues with TAC (mostly actual bugs) and have invested significantly in IPCCE training of several staff (ICM1, CVP, ICM2, Troubleshooting workshop). Our 'end game' has always been to take the build-to documents which we collaboratively developed with the reseller and to replicate that model (2 local PGs, local gateways, centralized CVP, small handful of fairly simple apps) across additional hospitals ourselves.
Of course during this last year, our partner has been pretty obtuse about seeing that we are trained appropriately and instead continue to push for managed services which is NOT our goal.
We are preparing to bring 2 more hospitals onto enterprise shortly and have announced our intentions to do the first very small / simple one ourselves. Our reseller is now throwing the A2Q flag and telling us that if we do not have a day 2 support agreement in place with a partner (them) that Cisco will not allow us to order add'l licenses / products in the enterprise space. I quite frankly think that we are being lied to as a scare tactic. (They're the same 'partner' that asserts to our management that we've been 'lucky' that we haven't had a major problem during our year of uptime).
I completely understand BOM requirements, etc to ensure compatibility & success and we adhere strictly to those detailed BOM specs in support of the BU's intentions... When I researched A2Q, most of what I found had to do with A2Q requirements that Cisco imposes on partners wishing to provided managed (hosted) enterprise installations. Nowhere could I find a document that states that third party day 2 support is required to purchase additional enterprise licensing / hardware.
I'd love to hear from those of you who have either wrestled with your 'partner' on this issue and how it worked out or can otherwise speak authoritatively on the issue. Any links to something in writing would be greatly appreciated.
And no, we don't think that we can do every little thing ourselves up front, but what we're looking for unsuccessfully it seems, is a reasonable T&M styled agreement for anything that we might find to be outside of our skill level.
Thanks in advance for your thoughful response.