Cisco SMARTnet Service
Resolve network problems rapidly with direct, anytime access to Cisco experts and hardware replacement matched to your needs.
When Minutes Matter, Depend on Cisco SMARTnet Service to Deliver
As networks evolve and critical business processes, systems, and services are added, the consequences of downtime increase dramatically. When a problem occurs that can dis-
rupt business continuity, IT departments are under intense pressure to resolve the issue as quickly as possible before it can affect the business. Cisco® SMARTnet® Service facilitates rapid problem resolution and improves operational efficiency through a combination of expert troubleshooting assistance, online tools, and flexible device coverage options. You experience the benefits of greater network availability while reducing operating costs.
Move Quickly with Anytime Access to Cisco Expertise and Resources
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.
Cisco SMARTnet Service provides the following device-level support:
- Global access 24 hours a day, 365 a year to specialized engineers in the Cisco TAC;
- Anytime access to the extensive Cisco.com online knowledge base, resources, and tools;
- Hardware replacement options include 2-hour, 4-hour, Next-business-day (NDB) advance
replacement, as well as Return for Repair (RFR);
- Ongoing operating system software updates, including both minor and major releases within your licensed feature set;
- Proactive diagnostics and real-time alerts on select devices with Smart Call Home
In addition, Cisco SMARTnet Onsite Service is an option that provides a field engineer to install replacement parts at your location and help ensure that your network operates at the highest levels.
Connect Directly to the Network Experts at Cisco
When a network problem is affecting business-critical systems, you want fast access
to technology experts with experience in diagnosing the toughest problems. Cisco SMARTnet Service connects you directly to the Cisco TAC, staffed by Cisco professionals certified in a broad range of Cisco foundational and advanced technologies. The Cisco TAC employs a sophisticated system that automatically routes your service request to the appropriate technology team and automatically escalates your case to the next level of support if it is not resolved within a specified time frame.
The Cisco TAC is available 24 hours a day, 365 days a year around the world, with support available in local languages. If your assigned TAC engineer changes for any reason before
your service request is resolved, a personal handoff is completed between all parties to provide service continuity through issue resolution. You can interact with Cisco TAC engineers in a way that is most convenient and useful for you, including email, telephone, web-based collaboration, and even a state-of-art, face-to-face discussion using Cisco WebEx® collaboration. Live chat is ready to help you through a service request submission, and online video collaboration is the perfect option for a virtual troubleshooting session.
To confirm the right remediation action, Cisco engineers can test solutions in a laboratory environment that simulates your network. These simulation labs are equipped with Cisco device and technology solutions so that an engineer can accurately mirror a customer IT configuration to make sure a proposed solution will solve your problem. Throughout a TAC engagement the goal of every Cisco engineer is to use the best resources at hand to solve your issues and empower your staff through active knowledge transfer.
Gain Critical Insight with Embedded Diagnostics
With the Smart Call Home feature of the Cisco SMARTnet Service, you get proactive, detailed diagnostics and real-time alerts on core network devices to help you identify and resolve issues even more quickly, conserving valuable staff time and improving network availability. Smart Call Home is available on call home-capable devices, such as the Cisco Catalyst® 6500 Series Switches. Devices equipped with the call home technology continuously monitor their own health and automatically notify you of potential issues using encrypted, authenticated transmissions. If a serious problem arises, Smart Call Home automatically generates a service request with the Cisco TAC that is routed to the right team for your particular problem. Cisco is adding the call home capability to many of its current and new products over time. Visit www.cisco.com/go/smartcall to see the latest list of call home-enabled Cisco products.
Extract More Value from Your Network with Online OS Updates
Protect your investment and extend the life of your network with anytime, online access to the latest operating system software updates within your licensed feature set. Rather than purchase OS software updates individually, a support contract saves you time and money by covering the cost of updates, including both minor and major releases within your licensed feature set. These updates enhance your existing equipment with the latest features such as advanced security, regulatory compliance, and greater network capacity, potentially adding years of service and improved performance to your network.
The Cisco SMARTnet Service includes a personalized Software Advisor, available through the Cisco.com web portal, to keep you advised about which new software releases are available for your Cisco network devices. Users download millions of copies of operating system and application software each month. However, only Cisco customers with support contracts are authorized to access the software-related tools on the Cisco.com portal to help identify the latest versions of OS and applications for their equipment, troubleshoot software bugs, and migrate to the most current software features.
New OS features enable greater network capacity, advanced security, and regulatory compliance as well as better interoperability. In addition, greater business value is achieved through innovative technology enhancements that provide increased business productivity and customer satisfaction. With up-to-date software, your business will be poised to take advantage of new technology innovation, get a greater return on investment, and lower total cost of ownership while staying competitive in today’s global economy.
Count on the Right Part, When and Where You Need It
When you need dependable, fast access to business-critical parts, your Cisco SMARTnet Service delivers. Choose from a variety of hardware replacement options, including premium options such as two-hour replacement and onsite parts replacement and installation. You can select coverage on a device-by-device basis, so you get the flexible coverage you need.
Dependable parts delivery on a global basis is enabled by the Cisco service supply chain, a network of over 900 spare parts depots around the world managed by a sophisticated global inventory that automates parts stocking processes worldwide. Cisco is constantly adjusting regional stock holdings so spares are available where and when you need them.
More than a Warranty
Companies sometimes think of warranties as an adequate defense against product prob-
lems. Cisco SMARTnet Service goes far beyond a simple warranty replacement policy. Cisco SMARTnet Service provides troubleshooting support, advanced hard-ware replacement options, and extensive self-help and knowledge transfer to empower your network operations and support staff. A warranty only offers delayed hardware replacement during the warranty duration.
Online Cisco Expertise on Demand
Improving operational efficiency is an ongoing concern for IT departments. The Cisco Support site includes extensive resources that are designed to put the most up-to-date technical information and tools into the hands of you and your staff to use any day on demand. Cisco customers with support contracts have authorized access to high-value technical resources and a growing number of personalized pages to create an accelerated path to issue resolution. Using the automated tools and personalized content based on your network environment, you can quickly resolve many issues yourself online.
The comprehensive self-help technical support resources available on Cisco.com through your Cisco SMARTnet Service contract give you access to Cisco expertise every day, at any time. With automated troubleshooting tools, your in-house IT staff can quickly resolve many issues online, saving a significant amount of time, effort, and operational costs.
Service That Evolves Along with Your Business Needs
Cisco provides industry-leading service capabilities and processes that continue to grow and evolve to meet changing customer requirements. Your feedback, along with that of other customers, is acted upon through a unique process that promotes product, service, and process improvements. Cisco is committed to delivering an exceptional service experience that is flexible enough to meet your needs, today and in the future.
