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Cisco SMARTnet Benefits

Cisco SMARTnet is Cisco's own support service providing contracted support and maintenance for individual Cisco devices. Although it is not the only way to support a Cisco device (viable alternatives do exist) it is by far the most well known internationally and as such many choose to pay a significant premium to have their Cisco devices supported directly by Cisco themselves.

Apart from being delivered directly by Cisco, SMARTnet is a largely similar in its support offering to those of independent providers which could be worth considering if you want greater cost efficiency and flexibility. To help decide if Cisco SMARTnet is right for you please have a look at the benefits of the service below and also read our pages on Cisco SMARTnet FAQ's and the detailed service overview.


Benefit 1 -  Access to Cisco Tools and Information

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.

Benefit 2 -  Telephone Assistance

A SMARTnet contract gives you 24x7 access to the Cisco experts at Cisco's TAC (Technical Assistance Centre), these are highly skilled engineers, including certified and CCIE professionals. A 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.

Benefit 3 -  Software Upgrades

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, but 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.

Benefit 4 -  Advance Hardware Replacement

Within 60 minutes of your problem being reported to the Cisco TAC, you will be talking to an engineer, they 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 (SLA). With advanced hardware replacement the faulty hardware doesn't need to be physically inspected prior to being replaced and only needs to be returned after the replacement arrives.

Cisco SMARTnet details

SMARTnet is provided as a web based maintenance contract, it provides: A range of hardware replacement options, within a defined time period, with or without a field engineer. Software (IOS) updates and upgrades. Online and telephone access to Cisco technology experts. 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. You may purchase different levels of SMARTnet depending on your needs.

SMARTnet software support only

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.

SMARTnet Base

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: SMARTnet Next Business Day (NBD)--8 hours/day, 5 days/week, next-business-day hardware replacement SMARTnet 8 x 5 x 4--8 hours/day, 5 days/week, 4-hour hardware replacement SMARTnet 24 x 7 x 4--24 hours/day, 7 days/week, 4-hour hardware replacement.

SMARTnet Onsite

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: SMARTnet Onsite--8 hours/day, 5 days/week, next-business-day response SMARTnet Onsite 8 x 5 x 4--8 hours/day, 5 days/week, 4-hour response SMARTnet Onsite 24 x 7 x 4--24 hours/day, 7 days/week, 4-hour response.

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