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Cisco SMARTnet product overview

Cisco SMARTnet is available in a range service level agreements (SLA) from 8x5xNBD through to 24x7x2. The first part of the description '8x5' and '24x7' refers to 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 provide '24 x 7' access to the Cisco TAC. The final part of the description 'xNBD' (Next Business Day) and 'x2' (hour) support level refer to the time after fault identification that Cisco's replacement parts will arrive in.

The SLA isn't the only thing that defines each SMARTnet service level as all service codes with hardware replacement also detail how the hardware will be replaced. The options available are a time specific delivery by a courier or an on-site instillation by a qualified Cisco engineer.

SMARTnet service codes and software entitlement

The final important difference in the various SMARTnet service codes (as detailed below) is the software entitlement that the SMARTnet contract will provide. It is therefore important for you to firstly understand your device from a software capability and requirement perspective before choosing your SMARTnet service.

Equally important is the fact that all types of SMARTnet contract only provide a legal entitlement to utilise any software specific to solely the devices named on the contract only and not for any other device as this would be a legal breach of the SMARTnet contract.

This type of SMARTnet is a good option if you don't need hardware replacement but do require access to applicable software up and downgrades (e.g. IOS) available to your Cisco device. This service code also gives you access to high-end technical support from Cisco's TAC. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.

Cisco Service Code
SW
Hardware Replacement
No
Hardware Installed
N/A
Hardware SLA
N/A
Cisco TAC Support
Yes (24x7)
Software Access
Yes
Cisco.com resources
Extended access
IPS Signatures (as available)
No

This type of SMARTnet is a good option if you need advance hardware replacement (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives), but you don't need a Cisco certified engineer to install the replacement hardware on site. It comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.

Hardware Replacement
Yes
Hardware Installed
No (Delivery only)
Cisco TAC Support
Yes (24x7)
Software Access
Yes
Cisco.com resources
Extended Access
IPS Signatures (as available)
No
Cisco Service Code SNT SNTE SNTP S2P
Hardware SLA 8x5xNBD 8x5x4 24x7x4 24x7x2

This type of SMARTnet is a good option if you need advance hardware replacement (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives), by a Cisco certified engineer who will install the replacement hardware on site. It comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.

Hardware Replacement
Yes
Hardware Installed
Yes (Onsite)
Cisco TAC Support
Yes (24x7)
Software Access
Yes
Cisco.com resources
Extended Access
IPS Signatures (as available)
No
Cisco Service Code OS OSE OSP PREM
Hardware SLA 8x5xNBD 8x5x4 24x7x4 24x7x2

This type of SMARTnet is very similar to that offered by SNT, SNTE, SNTP, S2P levels (in hardware replacement terms) but with the distinction that it also provides IPS signatures. As such it is only applicable to those devices with IPS (Intrusion Prevention System) capabilities. The ever changing / evolving external threat that IPS services safeguard against means it is usually important to ensure that any device with IPS capabilities is kept up-to-date. A Cisco SMARTnet contract is the only way to obtain IPS updates via the service codes listed below.

It also comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.

Hardware Replacement
Yes
Hardware Installed
No (Delivery only)
Cisco TAC Support
Yes (24x7)
Software Access
Yes
Cisco.com resources
Extended Access
IPS Signatures (as available)
Yes
Cisco Service Code SU1 SU2 SU3 SU4
Hardware SLA 8x5xNBD 8x5x4 24x7x4 24x7x2

This type of SMARTnet is very similar to that offered by OS, OSE, OSP, PREM levels (in hardware replacement terms) but with the distinction that it also provides IPS signatures. As such it is only applicable to those devices with IPS (Intrusion Prevention System) capabilities. The ever changing / evolving external threat that IPS services safeguard against means it is usually important to ensure that any device with IPS capabilities is kept up-to-date. A Cisco SMARTnet contract is the only way to obtain IPS updates via the service codes listed below.

It also comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.

Hardware Replacement
Yes
Hardware Installed
No (Delivery only)
Cisco TAC Support
Yes (24x7)
Software Access
Yes
Cisco.com resources
Extended Access
IPS Signatures (as available)
Yes
Cisco Service Code SUO1 SUO2 SUO3 SUO4
Hardware SLA 8x5xNBD 8x5x4 24x7x4 24x7x2

You will need this type of SMARTnet if your device directly delivers Cisco's 'Unified Communications' operating services (e.g. Unity, UCM, UCWL). These support codes provide *ongoing support for essential software maintenance (bug fixes / minor upgrades within current version etc). However to upgrade the application (major upgrade to next version) you will require UCSS provision which is not included within SMARTnet.

All service codes come with 24x7 TAC access and advance hardware replacement (except ESW) (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives) by a Cisco certified engineer who will install the replacement hardware on site (EC4P) or just delivered by courier (all except ESW). To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available please click here.

Hardware Replacement
Yes (No for ESW)
Hardware Installed
No (Yes for EC4P)
Cisco TAC Support
Yes (24x7)
Software Access
*Yes (Essential)
Cisco.com resources
Extended Access
IPS Signatures (as available)
No
Cisco Service Code ESW ECD ECE ECPM EC4P
Hardware SLA N/A 8x5xNBD 8x5x4 24x7x4 24x7x4 (Onsite)

For software application support (security, network management etc) you need to choose from either of the support codes listed below. Both provide 24x7 TAC access and extended access to Cisco.com but what fundamentally differentiates them is the level of software maintenance provided. SAS only provides ongoing maintenance (bug fixes / minor upgrades within current version etc). However SAU provides major upgrades entitling those using this service to upgrade to next version.

Cisco Service Code SAS SAU
Minor Upgrades Yes Yes
Major Upgrades No Yes

If your device is part of a network with fewer than 250 users and you need entry level support for data issues only then an SMBS Smart Foundation contract could be right for you. It differs from the other support contracts as it has its own TAC available only 8x5 (working hrs) and all responses are made within 1 business day. Also hardware replacement is not timed as an SLA with replacement hardware being dispatched on the day of fault diagnosis but with no guarantee on the arrival timing.

Hardware Replacement
Yes
Hardware Installed
No (Delivery only)
Cisco TAC Support
Yes (8x5 SMB TAC)
Software Access
Yes (bug fix only)
Cisco.com resources
Extended Access
IPS Signatures (as available)
No
Cisco Service Code SMBS
Hardware SLA 8x5xSDS 'Same Day Shipment' with no time delivery guaranteed

SMARTnet quotes and further info

The easiest way to obtain more information on each service level and obtain a quote for your device(s) is to use our Cisco SMARTnet calculator. The support calculator allows you find all the SMARTnet service levels applicable and available for any Cisco part number inputted, so you then can choose exactly what you need and not just what a sales person would like you to buy. If you need any further advice on any aspect of SMARTnet then contact one of our specialist support team here.


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