Cisco Smartnet Services
Cisco Smartnet is Ciscos Manufacturer Hardware and Support provision for Cisco products. Cisco smartnet contracts entitle you to software support and upgrades, and hardware replacement within an agreed timeframe, for example Cisco Smartnet 24x7x4, Cisco Smartnet 8x5xnbd, etc. Cisco Smartnet contracts provide four distinct benefits to its customers.
Access to Cisco.com -
With a Cisco SmartNet contract, your are entitled to extended access to tools and information on the Cisco website. This resource can provide answers to support your company.
- TAC assistance - you are entitled to speak to the Cisco Expert engineers at the Technical Assistance Center.
- Software Upgrades - you are entitled to download and legally install upgrades to the operating systems of your Cisco appliances.
- Advance Replacement - in the event of a failure, Cisco will arrange to send you replacement equipment. There are various options and service level agreements available for you.
Whether you are an existing customer of Cisco Smartnet contract, or looking to purchase maintenance for your devices, we can assist you with quality Cisco Smartnet service to ensure your appliances are covered and at a cost benefit to your business.
Cisco SMARTnet gives customers quick-fix resolutions, ensures business continuity and provides optimisation for any Cisco Network Infrastructure. You will have access to one of the world’s best technical support centers (Cisco TAC) which offers customers direct, 24*7*365 access to highly and certified Cisco Consultants and Engineers. Additionally Cisco Smart Net customers can access a wide range of useful technical information and documentation which is not accessible for non-SMARTnet customers.
24 * 7
The Cisco SMARTnet 24x7x4 is the most comprehensive service within the Cisco SMARTnet portfolio. It’s the favourite choice for clients who heavily rely on business continuity and high availability. Typical customers are online gambling companies, E-Commerce portals, government- and financial organizations as well as health services.
If a critical networking device fails at 02:00am on a Sunday morning, the replacement part will be shipped within 4 hours. Typically the delivery time is even shorter (2 – 4 hours). It doesn’t matter whether the fault happens at night, weekdays, on a weekend or even on bank holidays.
Cisco SMARTnet 24x7x4 provides:
- 24 * 7 * 365 Cisco SMARTnet Support
- Guaranteed Hardware replacement within 4 or 2 hours
- Full Software Upgrades
- 24/7 Cisco TAC Access
This Cisco SMARTnet contract option has gained increased popularity across all industries over the last years. More and more businesses rely on a 24/7 high availability network in order to be productive and outages typically result in significant loss of money.
8 * 5
The Cisco SMARTnet 8x5xnbd contract option is ideal for customers, who want business continuity and guaranteed Service Level Agreements (SLA) while saving on Cisco SMARTnet maintenance costs. This option is available to most clients worldwide, even in Emerging Markets and more remote areas.
Cisco Hardware Replacement and Break-Fix Services commence the next business day between 09:00am and 05:00pm at the very latest and are available for all Cisco products both hardware and software.
Cisco SMARTnet 8x5xnbd provides:
- 8 hours per day / 5 days per week Cisco SMARTnet Support
- Guaranteed Next-Business-Day or 8 hour Hardware Replacement
- Full Software Upgrades
- 24/7 Cisco TAC Access
Latest statistics show, that around 50% of all Cisco SMARTnet customer, especially small and medium sized businesses choose the 8x5xnbd option. This attractive package provides a good SLA on hardware replacement, but at the same time attracts less cost than the 24x7 option.
FAQ
Cisco SMARTnet is a hardware and software maintenance contract for Cisco equipment, supplied directly from Cisco. The contract may be sold by authorised Cisco Partners, and is normally an annual contract; longer term contracts are available, please contact us for more details.
Quite simply: It's a maintenance contract for Cisco equipment.
If Cisco products are important to your business you need Cisco SMARTnet.
If your Cisco product is Internet facing, it is vital that you update the software when new versions are released, this protects you from software bugs and security holes.
If you are using Cisco products to connect remote sites over a VPN, what would be the cost to your business should one of the boxes fail? With Cisco SMARTnet, your downtime can be limited to 4 hours (or 2 hours if 4 hours is too long - please contact us).
A Cisco SMARTnet contract entitles you to telephone support from Cisco`s Experts at the Technical Assistance Centre (TAC), according to Cisco, over 95% of all calls received by the TAC help customers handle complex network operation and management issues such as:
Cisco SMARTnet is available as:
SMB Support assistant can be described as Cisco SMARTnet lite, it provides assistance and support targeted at the needs of Small and Medium business.
With Cisco SMARTnet Software only (CON-SW part numbers) you get:
Also included is telephone support from the Cisco Technical Assistance Centre and increased access to Cisco.com, this provides you with wealth of expertise, both online and via the telephone.
Cisco SMARTnet provides all of the benefits of Cisco SMARTnet Software only, but includes hardware replacement should your equipment develop any faults.
So, with Cisco SMARTnet you get:
Cisco SMARTnet Onsite provides all of the above, but additionally an Engineer will be dispatched to install the replacement equipment.
With Cisco SMARTnet Onsite you get:
The contracts are usually for 1 and 3 year terms.
Yes. They are all covered by a single contact, in fact Cisco need to know exactly which cards are installed so that they can send out the correct hardware when an advance replacement is effected.
Should you experience a fault with contracted hardware, your first point of contact will the Cisco TAC (Technical Assistance Centre) who will decide if the problem is Hardware, Configuration or IOS software issue. If the hardware is at fault, a replacement will be sent within the contractual period, this is termed an advance replacement. The faulty hardware must then be returned to Cisco.
Cisco Terms and conditions state that cover should be purchased within the first 90 days from product purchase; however any product that is still under warranty can usually be covered, please ask.
Cisco may require proof that the product is in fact in working order at the time of contract purchase. We may request a signed letter stating that the equipment is in full working order, Cisco will reserve the right to perform an inspection of the equipment, which may incur a charge.
Cisco cannot support products that have reached end of life more that two years ago.
Cisco SMARTnet provides the following features over the standard Cisco Warranties:
The Cisco TAC can be contacted 24 hours a day at:
All of the Cisco SMARTnet Support contracts that we sell are delivered by Cisco themselves. When you need support you simply call the Cisco Technical Assistance Centre (TAC) which is a 24 hour support service available free of charge to Cisco SMARTnet Contract owners.
Yes. Cisco are a Global Company and Cisco SMARTNET is a Global Product. There are very few countries in the world that Cisco do not provide Cisco SMARTnet cover for.
What is Cisco SMARTnet?
Cisco SMARTnet is a hardware and software maintenance contract for Cisco equipment, supplied directly from Cisco. The contract may be sold by authorised Cisco Partners, and is normally an annual contract; longer term contracts are available, please contact us for more details.
Quite simply: It's a maintenance contract for Cisco equipment.
- If your hardware breaks, Cisco replace it.
- If you need support for any of your equipment, you get the right to call the Cisco Technical Assistance Centre.
- You also get the right to download and install software updates for your Cisco equipment.
- The contract is not with us, we sell on behalf of Cisco.
Why would I need this?
If Cisco products are important to your business you need Cisco SMARTnet.
If your Cisco product is Internet facing, it is vital that you update the software when new versions are released, this protects you from software bugs and security holes.
If you are using Cisco products to connect remote sites over a VPN, what would be the cost to your business should one of the boxes fail? With Cisco SMARTnet, your downtime can be limited to 4 hours (or 2 hours if 4 hours is too long - please contact us).
A Cisco SMARTnet contract entitles you to telephone support from Cisco`s Experts at the Technical Assistance Centre (TAC), according to Cisco, over 95% of all calls received by the TAC help customers handle complex network operation and management issues such as:
- Advanced software configuration
- Interoperability and upgrade questions
- Hardware and software information
How is Cisco SMARTnet sold?
Cisco SMARTnet is available as:
- SMB Support Assistant
- Software Only
- Cisco SMARTnet
- Cisco SMARTnet Onsite
- SMBSite Details - Where the covered equipment resides
- SMBContact Name and Telephone Number
- SMBCisco Product and Serial Number of item to cover
- SMBAny Modules or cards that are installed.
What is SMB Support Assistant?
SMB Support assistant can be described as Cisco SMARTnet lite, it provides assistance and support targeted at the needs of Small and Medium business.
- Online Network Management Tools designed specifically for SMB`s.
- Provides support for Routing, Switching, Wireless, Security, Voice and VPN.
- Provides minor software updates as necessary.
- 24 x 7 Fault Reporting, SMB TAC Engineers will respond within one business day.
- Next Business Day Hardware Replacement where available, otherwise Same Day Ship.
What is Cisco SMARTnet Software Only?
With Cisco SMARTnet Software only (CON-SW part numbers) you get:
- 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
- Major and maintenance releases of Cisco IOS software
- 24 hour x 7 days a week x 365 days a year access to Cisco.com
Also included is telephone support from the Cisco Technical Assistance Centre and increased access to Cisco.com, this provides you with wealth of expertise, both online and via the telephone.
What is Cisco SMARTnet?
Cisco SMARTnet provides all of the benefits of Cisco SMARTnet Software only, but includes hardware replacement should your equipment develop any faults.
So, with Cisco SMARTnet you get:
- 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
- Major and maintenance releases of Cisco IOS software
- 24 hour x 7 days a week x 365 days a year access to Cisco.com
- Advance Replacement of Hardware within an agreed time period.
What is Cisco SMARTnet Onsite?
Cisco SMARTnet Onsite provides all of the above, but additionally an Engineer will be dispatched to install the replacement equipment.
With Cisco SMARTnet Onsite you get:
- 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
- Major and maintenance releases of Cisco IOS software
- 24 hour x 7 days a week x 365 days a year access to Cisco.com
- Onsite Maintenance Engineer with Replacement of Hardware within an agreed time period.
What length is the service contract?
The contracts are usually for 1 and 3 year terms.
Are the WIC cards and modules etc installed in the product covered by the maintenance contract?
Yes. They are all covered by a single contact, in fact Cisco need to know exactly which cards are installed so that they can send out the correct hardware when an advance replacement is effected.
How does Advance Replacement work?
Should you experience a fault with contracted hardware, your first point of contact will the Cisco TAC (Technical Assistance Centre) who will decide if the problem is Hardware, Configuration or IOS software issue. If the hardware is at fault, a replacement will be sent within the contractual period, this is termed an advance replacement. The faulty hardware must then be returned to Cisco.
Can I buy Cisco SMARTnet on a product that is older than 12 months?
Cisco Terms and conditions state that cover should be purchased within the first 90 days from product purchase; however any product that is still under warranty can usually be covered, please ask.
Cisco may require proof that the product is in fact in working order at the time of contract purchase. We may request a signed letter stating that the equipment is in full working order, Cisco will reserve the right to perform an inspection of the equipment, which may incur a charge.
Cisco cannot support products that have reached end of life more that two years ago.
What does Cisco SMARTnet provide over the standard Cisco Warranties?
Cisco SMARTnet provides the following features over the standard Cisco Warranties:
- Minor and major releases for operating system software upon request.
- Cisco.com password access (where available) for Tech Tips and configuration information.
- TAC Support with higher priority; warranty customers are limited to Priority 4 (P4); no TAC support on 1-year warranty
- 24 x 7 access to TAC engineers.
- Advance replacement of parts by the next business day or earlier depending on Cisco SMARTnet plan. Warranty parts replacement can take from 5-10 business days.
- Optional on-site field engineer for parts replacement and installation.
How can I contact the Cisco TAC?
The Cisco TAC can be contacted 24 hours a day at:
| UK | Tel: 0800 404 77 78 | |
| Europe | Tel:+32 2 704 5555 | web-help@cisco.com |
| Fax:+32 2 704 5555 | ||
| France (from the UK) | Tel: 0800 907 594 | |
| North America | Tel: 1-800-553-2447 408-526-7209 |
tac@cisco.com |
| Asia-Pacific | Tel:61-2-8448-7107 | asiapac-tac@cisco.com |
| Australia | Tel: 1-800-805-227 | asiapac-tac@cisco.com |
Who do I call when I need support?
All of the Cisco SMARTnet Support contracts that we sell are delivered by Cisco themselves. When you need support you simply call the Cisco Technical Assistance Centre (TAC) which is a 24 hour support service available free of charge to Cisco SMARTnet Contract owners.
Can I buy a Cisco SMARTnet contract for any Country?
Yes. Cisco are a Global Company and Cisco SMARTNET is a Global Product. There are very few countries in the world that Cisco do not provide Cisco SMARTnet cover for.
