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Cisco SMARTnet Total Care Service

2016-07-26

Type Of Definition

Cisco SMARTnet Service for Rapid Problem Resolution Cisco SMARTnet Service is an award-winning technical support service that offers direct, anytime access to Cisco engineers and an extensive range of technical resources. SMARTnet delivers rapid issue resolution, flexible device-by-device coverage, and premium service options to help maximize operational efficiency.

Cisco SMARTnet provides the following:

Global, 24-hour access to the Cisco Technical Assistance Center for covered devices
Advance hardware replacement -- including 2-hour, 4-hour and next-business day options
Access to operating system (OS) software updates and upgrades
24-hour access to Cisco online resources
Comprehensive, web-based user community for self-service support of smart capabilities
Proactive diagnostics and immediate alerts on devices enabled with Smart Call Home

Choosing Cisco SMARTnet

As a company's computer network grows, the repercussions of an outage increase dramatically. IT groups are under great amounts of pressure to resolve an issue as soon as possible before it starts costing the company time and money. Cisco SMARTnet helps in quickly diagnosing the problem through Cisco technical assistance, online knowledge base, software upgrades or device replacement options

Cisco TAC

Using Cisco SMARTnet allows the use of its Technical Access Center (TAC). The Cisco TAC utilizes an advanced system that routes your issue to the right team of experts. It is accessible 24 hours a day, 365 days a year with availability in multiple languages. The Cisco TAC interacts in a way that is most convenient to the problem: by email, telephone or even virtually through Cisco’s WebEx.

Cisco Knowledge Base

Cisco’s online support available through SMARTnet offers technical documents, the Cisco Support Wiki, online troubleshooting tools and access to the TAC case database. The many technical documents feature configuration snippets and command guide references. The Cisco Support Wiki hosts questions, suggestions and solutions to issues. The online troubleshooting tools consist of various IP calculators, interactive support tools for software downloads and step-by-step interactive troubleshooting tools, and the TAC database offers solutions to known issues.

Cisco Software Upgrades

Cisco SMARTnet allows online access to the latest software updates to its network operating system. Instead of buying operating system updates individually, a SMARTnet contract saves time and money by covering all updates, including any release within the licensed feature set of your equipment. These upgrades cover the latest features, including security and network capacity.

Cisco Replaceable Parts

Cisco SMARTnet delivers dependable, quick access to replace critical parts of your network. SMARTnet offers several levels of hardware replacement, ranging from a two-hour response for premium support to next-business-day service for the cost-conscious. Coverage can be selected on a per-device basis, thus providing adjustable coverage when needed. Parts delivery is enabled through a supply chain with depots around the globe, managed by an advanced inventory system.

Beyond the traditional warranty service.Cisco SMARTnet service goes far beyond a simple warranty replacement policy.Please check below table: Comparision of Cisco SMARTnet and standard hardware warranty.

Cisco SMARTnet and standard hardware warranty

Service highlights

Hardware support

Resolve issues faster with 24-hour access to Cisco experts. Choose the hardware replacement speed that's right for you, including the Next Calendar Dayoption. Get operating system software updates from the Cisco support website.

Cisco digital support

Our personalized web and mobile support provides you with the ability to see model-specific content, download software, access automated tools, join forums, and manage your support cases.

Smart capabilities

Manage your Cisco inventory, product lifecycle and contract status—plus, view alerts and reports relevant to your network—all with the ease of automated tools.

Cisco Smart Net Support Levels

SMARTnet is available in different service level agreements (SLA) from 8x5xNBD through to 24x7x2. The 8 x 5 and 24 x 7 define the number of hours each day (8 being working hours) and how many days a week that Cisco will provide hardware replacement cover. Confusingly all SMARTnet contracts provides 24 x 7 access to the Cisco TAC, the NBD (Next Business Day) and 2 (hour) support level refer to the time after fault identification during which Cisco will ship replacement parts.

Historically SMARTnet was sold using a single category or level to cover a group of Cisco products, there were 18 categories with telephones and low end routers and switches being in category 1. This was called packaged SMARTnet.

Cisco changed this to provide a nearly one to one contract part number to individual device, which resulted in a large number of SMARTnet part numbers to provide for every level of cover.

This documents attempts to simplify this by listing each product by SMARTnet level, however our SMARTnet Calculatorsimplifies the choice and provides instant price comparisons.

What is Cisco SMARTnet coverage?

Cisco SMARTnet Service is an award-winning technical support service that gives your IT staff direct, anytime access to Technical Assistance Center (TAC) engineers and Cisco.com resources. You receive the fast, expert response and the dedicated accountability you require to resolve critical network issues.

TECHNICAL SUPPORT

Get solutions or consultation from the technical team.