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SMARTnet
Benefit 1: Access
to Cisco Tools and Information |
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A SMARTnet contract gives you extended access to cisco.com, with a SMARTnet contract
you are entitled to download and use a number of software tools that have
been designed to assist you in running your Cisco equipment. Additionally you
will be able to access the Cisco Knowledge Base for documents and information
regarding configuration and support for all of your Cisco products. |
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SMARTnet
Benefit 2: Telephone
Assistance |
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A SMARTnet contract gives you 24x7 access to the Cisco Experts
at the TAC (Technical Assistance Centre), these are highly skilled engineers,
including certified and CCIE professionals. Your SMARTnet contract entitles you
to more than just assistance with hardware failures, the TAC will help you with other
issues including the configuration of your product and connectivity and upgrading. |
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SMARTnet
Benefit 3: Software
Upgrades |
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A SMARTnet contract gives you the right to upgrade the software
on your Cisco appliance. Cisco constantly improve the features and capabilities of
their equipment, these features and enhancements are only available by installing the
latest software version. Additionally, by not installing the latest software on your
device, you are potentially exposed to bugs and software vulnerabilities. |
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SMARTnet
Benefit 4: Advance
Replacement |
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Within 60 minutes of your problem being reported to the TAC,
you will be talking to an Engineer, he will understand your issues and offer you solutions.
If it is concluded that the hardware is faulty, a replacement unit, of exactly the same
configuration, will be shipped to arrive at your site within the agreed maintenance period. |
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| Provided
as a web based maintenance contract, it provide: |
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A range of hardware
replacement options, within a defined time period, with or without a field
engineer. |
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Software (IOS) updates and upgrades. |
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Online and telephone access to Cisco technology
experts. |
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| We believe that the supply and purchase of Cisco SMARTnet requires simplification,
so please feel free to use our SMARTnet
calculator online tool to select the
SMARTnet product you require, or even to verify your existing level of cover.
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| You may purchase different levels of SMARTnet depending on your needs... |
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| SMARTnet Software Support Only |
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| With the Cisco Base support program
Cisco will provide access to its Technical Assistance Centre (TAC), twenty-four
(24) hours a day, to assist you with product use, configuration and troubleshooting.
Cisco will respond to you within one (1) hour for all calls received from 8:
00 a.m. to 5: 00 p.m. of the local TAC Time Zone for your region), Monday through
Friday excluding scheduled local holidays ("Normal Business Hours")
and for Priority 1 and 2 calls received outside the Normal Business Hours.
For lower priority calls received outside the Normal Business Hours, Cisco
will respond no later than its next business day. Cisco will use reasonable
commercial efforts to generate solutions to software problems. Cisco will support
each software release for thirty-six (36) months from the date of first commercial
shipment of that release. Cisco will provide access to its web page, CCO, which
will also provide you with new releases of software and/or documentation online. |
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| SMARTnet Advance Replacement |
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| Cisco Advance Replacement offers customers the flexibility to cover their
equipment with an advance replacement service only. Cisco Advance Replacement
provides a full year of advance replacement coverage, access to the public
portion of Cisco Connection Online and a single incident technical support.
Replacement hardware will be delivered by the Next Business Day (NBD), but
no Software upgrades or updates are provided. |
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| SMARTnet Base |
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| Provides customers with software maintenance, registered access to CCO, advance
replacement of hardware, and technical support required for self-maintenance.
SMARTnet maintenance has three delivery options: |
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| oSMARTnet Next Business Day (NBD)--8 hours/day, 5 days/week, next-business-day
hardware replacement |
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| oSMARTnet 8 x 5 x 4--8 hours/day, 5 days/week, 4-hour hardware replacement |
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| oSMARTnet 24 x 7 x 4--24 hours/day, 7 days/week, 4-hour hardware replacement |
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| SMARTnet Onsite |
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| Provides all the benefits of SMARTnet maintenance, plus the presence of
a Cisco trained Field Engineer to install your replacement hardware.
SMARTnet Onsite has three delivery options: |
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SMARTnet Onsite--8 hours/day, 5 days/week, next-business-day
response |
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SMARTnet Onsite 8 x 5 x 4--8 hours/day, 5 days/week, 4-hour
response |
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SMARTnet Onsite 24 x 7 x 4--24 hours/day, 7 days/week, 4-hour
response |
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