As part of Cisco Technical Support Services, the Cisco SMARTnet and SMARTnet
Onsite programs offer innovative customer solution services that provide
enhancement and maintenance support resources during the operational lifetime of
a Cisco Systems® network.
Cisco SMARTnet support includes:
• Software support on the licensed operating system software, such as Cisco IOS®
Software or Cisco Catalyst® OS, for covered Cisco
products, including maintenance, minor, and major releases
• Access to the Cisco Technical Assistance Center (TAC) 24 hours a day, 7 days a
week
• Registered access to Cisco.com, for easy access to online technical
information and service request management
• Advance replacement of hardware parts, depending on the customer need and the
coverage selected:
– 24x7x2—Advanced replacement parts, with or without a field engineer, are
delivered within 2 hours of determining that part replacement
is required during a standard work week (24 hours per day, 7 days per week).
– 24x7x4—Advanced replacement parts, with or without a field engineer, are
delivered within 4 hours of determining that part replacement
is required during a standard work week (24 hours per day, 7 days per week).
– 8x5x4—Advanced replacement parts, with or without a field engineer, are
delivered within 4 hours of determining that part replacement
is required during a standard work week (8 hours per day, 5 days per week).
– Next business day (NBD)—Advanced replacement parts, with or without a field
engineer, are delivered the next business day between
9 a.m. and 5 p.m. (provided the request is received before 3 p.m. local depot
time).
By covering networking devices with a Cisco SMARTnet or Cisco SMARTnet Onsite
contract, a customer can:
• Maximize network availability, reliability, and stability
• Reduce the cost of network ownership by using Cisco expertise, knowledge, and
availability
• Increase return on investment (ROI) by having access to Cisco operating system
software enhancements
• Expedite time to repair with the right parts at the right time to resolve
issues quickly
• Better manage scarce internal expert resources at all locations
• Improve productivity and revenue per employee with access to tools and
technical support documentation that can increase self-sufficiency
and technical knowledge
The Cisco SMARTnet and SMARTnet Onsite programs handle complex network operation
and management issues such as:
• Advanced software configuration
• Interoperability and upgrade questions
• Hardware and software information
In addition, the Cisco SMARTnet and SMARTnet Onsite programs help customers
protect their network investments and minimize risks by:
• Keeping the customer’s networking technology up-to-date with the latest
software features and system improvements
• Supplementing the customer’s network support organization to help ensure the
availability of the knowledge and skills necessary to address
rapidly changing technologies
• Gaining access to knowledgeable resources and tools for rapid resolution of
issues
• Eliminating the challenges of carrying replacement hardware in inventory and
delivering them to remote sites by making replacement parts
available when needed
• Providing trained field engineering resources to perform replacement services
when and where needed
The Cisco SMARTnet and SMARTnet Onsite programs provide more robust levels of
support than are available under a Cisco warranty. For most products, Cisco
warranties are limited in duration (detailed specifically by product type),
whereas Cisco SMARTnet programs can be purchased to deliver support and
maintenance for at least five years after first product shipment. Services
available under a Cisco SMARTnet service contract that are not covered under a
warranty are:
• Rapid replacement of hardware in NBD, 4-hour, or 2-hour dispatch options
• Continuous technical support through Cisco TAC
• Latest software updates
• Registered access to Cisco.com
For Cisco operating systems such as Cisco IOS Software and Cisco Catalyst OS,
all software updates for licensed feature sets for the customer’s covered
platform are part of the basic program. Software updates include bug fixes and
maintenance, minor, and major releases within a feature set. There is no
additional charge for updates as long as the product remains under Cisco
SMARTnet coverage. Customers are entitled to all operating system software
updates within their licensed feature sets for their covered devices. This
includes operating system bug fixes and maintenance, minor, and major releases.
Customers are requested to research their respective technical product requirements and compatibility, prior to making product purchases. We cannot take products back.
