Winncom Technologies

Service Department

Comprehensive Engineering Service & Technical Support. End-to-end engineering service and technical support for the prompt resolution of tasks of any complexity.

Winncom Technologies is an authorized Cisco service partner. Our engineers, certified at all levels (from CCNA to CCIE) across multiple domains, provide professional 24/7 technical support.

Activate the service today to ensure the stability and security of your IT infrastructure.

Local spare parts warehouse

Provision of spare parts for customer network components and devices, available at Winncom Technologies’ local offices.

Consultative support

Expert guidance and informational support on IT system operations.

Scheduled maintenance

Routine diagnostics of IT network components at any level of complexity

Network monitoring

Real-time assessment of the performance and integrity of customer IT systems using specialized hardware and software solutions

IT Screening

Generation of specialized reports (LDOS/IS/PSIRT/Firmware), delivering detailed analysis of customer devices.

Incident support

Remote troubleshooting and fault resolution, with the option for on-site engineer deployment 24/7/365

Remote Hardware Diagnostics

Fault detection and troubleshooting performed remotely using service provider resources.

Guaranteed Replacement Time

Fixed timeframes for replacing faulty equipment or components.

Exclusive Access to Cisco Resources

Secure access to the restricted section of Cisco.com and manufacturer knowledge bases, including technical documentation and essential tools.

24/7 or Business Hours Support

Assistance provided round-the-clock or during business hours, depending on the selected support plan.

Guaranteed Response Time

Service provider response via phone or email within one hour.

Proactive RMA Replacement

Advance replacement of defective spare parts (RMA) by the service provider, subject to the selected service level agreement.

Automated Ticketing System

A fully automated 24/7 request processing system.

Software Updates & Fixes

Access to Cisco IOS Minor Releases updates and patches upon customer request.

24/7 Local Technical Support in Russian

Continuous support from Winncom Technologies' local technical team, available 24/7 in russian.

Service Packages

Winncom Technologies Technical Service (WATS)

Comprehensive technical support for customers with limited in-house engineering resources, including full outsourcing of engineering staff.

Winncom Technologies Service (WSS)

High-level services requiring expert knowledge of IT operations, such as network design, change management, and asset inventory.

Service Request Procedure

To ensure efficient issue resolution, customers are required to first attempt to find a solution in the operational documentation and official materials published by the software manufacturer, which are available online.

All service requests must be submitted through the following channels:

Email: support.ca@winncom.com
Technical support phone numbers:

  • Kazakhstan: +7 (727) 318-75-29
  • Uzbekistan: +998 (71) 150-26-74

For direct contact with a Service Manager:

  • Kazakhstan: +7 (727) 318-75-29, extension 2
  • Uzbekistan: +998 (71) 150-26-76

Required information for Service requests

Each request submitted by the customer must include the following details:

✔ Issue priority

✔ Customer organization name

✔ Full name and job title of the responsible employee

✔ Phone number and email of the responsible employee

✔ Service contract number under which the equipment is maintained

✔ Equipment name and part number

✔ Equipment serial number

✔ Location address of the equipment

✔ Description of the issue, inquiry, or problem

Frequently asked questions

Scheduled engineer visit did not take place. What could be the reason?
For an on-site visit to proceed, the customer must confirm the ability to receive the engineer at the specified location. If the visit did not take place, our representative most likely attempted to contact you using the provided contact details, made three unsuccessful phone calls, and sent a notification to the specified email address.
How to submit a service request?
Customers can contact the service department at any time through the following channels:

Kazakhstan: +7 (7172) 73-11-65
Uzbekistan: +998 (71) 150-26-76
Email: support.ca@winncom.com

To ensure efficient processing, a service request should include the following details:
- Service contract number
- Serial number of the faulty equipment
- Equipment part number
- Customer’s contact details
I do not know the serial numbers of the equipment. What should I do?
The serial number is typically indicated on a sticker located on the rear, side, top, or bottom panel of the device, depending on the equipment type. If the device is not physically accessible, the serial number can be found in the following documents:
- Supply contract
- Service agreement
- Acceptance certificate, etc.
Why was our service request denied?
A service request may be denied for one of the following reasons:

1. Insufficient initial data to determine the service level (e.g., missing service contract number or serial number of the faulty equipment).
2. Expired service contract – if the service agreement is no longer valid.
What is Cisco SMARTnet?
Cisco SMARTnet (Cisco Smart Net Total Care) is an award-winning technical support service that provides IT teams with direct access to Cisco field engineers and Cisco.com resources at any time for fast expert assistance in resolving critical network issues. The service also enables issue tracking and access to the latest software updates.Cisco Smart Net Total Care service packages may be identified by the following part numbers: CON-SNT, CON-SNTE, CON-SNTP, CON-ECDN, CON-ECMU.
How much does service maintenance cost?
The cost of service maintenance is determined based on:
- the composition of your equipment
- the annual volume of maintenance and technical support work
- manufacturer part number costs for equipment support
- the selected service level (8x5 or 24x7 support mode)
What are the benefits of a service contract?
A service contract ensures:
- reduced downtime for telecommunications equipment through prompt issue resolution
- minimized financial losses caused by equipment failures and disruptions in information and communication systems
- improved IT department productivity by allowing internal teams to focus on core business tasks

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