Решения Cisco SMARTnet Краткая справка для ?? Последовательность действий при возникновении сервисного случая

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  • Cisco SMARTnet

  • 2

    -, . Cisco . : http://cisco.com/go/partnerlocator

    * Cisco Enterprise. Cisco Small Business: On-line CHAT https://supportforums.cisco.com/community/netpro/small-business/onlinechatsupport : 0, , 00 11, 888 402 0271

    CON-

    CON-

    CON-

    CON-

    CON-

    *: (0 800) 301-2090, 044 390 2400e-mail: tac@cisco.comweb: http://tools.cisco.com/ServiceRequestTool/create/

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    , :___________________________________________

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    1.

    Cisco SMARTnet 6

    Cisco SMARTnet 7

    8

    Warranty fi nder 10

    Service fi nder 11

    Service Availability Matrix tool 12

    13

    2. Cisco (TAC) 15

    17

    Cisco IOS 19

    Cisco.com 20

    Cisco Smart Call Home 21

    3. SMARTnet cisco.com 23

    . CSCC 26

    27

    28

    28

    web- 31

    e-mail 32

    , RMA 33

    34

    35

    4. SMARTnet Technical Support Services 37

    Smartcare 47

    52

    5. KTN 55

    56

  • 4

    Cisco SMARTnet , , . , , .

    , , CSCC (Cisco Service Contact Centre http://www.cisco.com/web/services/ordering/cscc/index.html). CSCC (CCO) , , .

    , , .

    Cisco.

  • 5

    1.

  • 6

    Cisco SMARTnet Cisco SMARTnet Cisco Systems:

    Cisco 24 , 7 , 365 ;

    24 ; ; ; .

    , . , , . , . Cisco SMARTnet . , Cisco, . , , (End of Support date).

    - cisco.com

    Cisco IOS

    -

    -

    -

    -

    IT- - - Cisco

    : http://www.cisco.com/web/RU/products/ps2978/serv_group_home.html

  • 7

    1.

    SMARTnet

    CiscoIOS (http://cisco.com/go/software) ( ).

    (247) www.cisco.com. (24x7*365) (Cisco TAC)

    , e-mail web . , 1 2, TAC Cisco . 3 4, , 9.00 17.00 .

    ( ) 4 ( ) ( RMA Return Material Authorization).

    .

    Cisco : , ;

    ; .

  • 8

    Cisco . . , 45 60 . Cisco TAC, , Cisco Service.

    Cisco : http://cisco.com/go/warranty/.

  • 9

    1.

    :

    SMARTnetSMARTnet

    Onsite

    90

    1

    . 5

    ( )

    Cisco.com

    TAC

    24- TAC

    8x5xNBD 10 * 10 * 15 *

    8x5x4

    24x7x4

    * -

  • 10

    Warranty finder

    : http://www.cisco-warrantyfi nder.com/.

    :

    ASA5512-IPS-K9:

  • 11

    1.

    Service finder

    SMARTnet Cisco http://www.cisco-servicefi nder.com/. SKU Cisco.

    Cisco ASA5512-IPS-K9:

  • 12

    Service Availability Matrix tool web- Cisco http://tools.cisco.com/apidc/sam/

    1. ( SMARTnet , ASA5512-IPS-K9 )

    2. , .

  • 13

    1.

    60 . Cisco Systems 30 .

    Cisco :

    Cisco ASA c IPS , .

    VMWareESXi vSphere Cisco SMARTnet.

    - Cisco Express Enterprise .

    , Cisco.

    , , End of support.

    , Cisco. web-

    (Partner Locator http://cisco.com/go/partnerlocator)

  • 14

    2.

  • 15

    2.

    Cisco TAC (Technical Assistance Center)

    (Cisco TAC) 24x7x365 , CSA (Cisco Service Agreement).

    , e-mail web-. Cisco TAC , . , , . Cisco TAC , , .

    , (Cisco TAC) :

    Cisco Enterprise

    Web-: TAC Service Request Tool:

    http://tools.cisco.com/ServiceRequestTool/create/

    e-mail: tac@cisco.com

    : (0 800) 301 2090, (044) 390 2400

    Cisco Small Business

    On-line CHAT

    https://supportforums.cisco.com/community/netpro/small-business/onlinechatsupport : 0, , 00 11, 888 402 0271

  • 16

    , Cisco TAC, Service Request Number .

    , .

  • 17

    2.

    , , RMA (Return Material Authorization ) .

    Cisco, .

    SMARTnet 85NBD, RMA, 15:00 , ( ).

    . , ( ), 30 DHL Global Forwarding (Danzas Kiev Ltd.), , , - , 08290, , . , 68.

  • 18

    NBD*NBD + 1-2

    NBD + 1-3

    NBD + 2-3

    NBD + 2-4

    -

    -

    -

    , ( , 20 11-30 ).

    30 , Cisco Systems .

    Enhanced Premium 4- .

    *NBD Next Business Day ( )

  • 19

    2.

    Cisco IOS

    Cisco - http://cisco.com/go/software,, Cisco IOS. - . - :

    ;

    ;

    ;

    ;

    .

    , SMARTnet (maintenance fi xes). www.cisco.com 24 , 7 .

  • 20

    www.cisco.com

    www.cisco.com , Cisco, , , Cisco TAC. Web- Cisco , . , , .

  • 21

    2.

    Cisco Smart Call Home

    - Cisco. Smart Call Home (http://cisco.com/go/smartcall) , , . Smart Call Home :

    ;

    ;

    ;

    ;

    web- Call Home , .

    :

    Smart Call Home:

    , :

    1. Smart System.

    2. , , .

    3. , Smart Call Home Cisco Technical Assistance Center (TAC) , .

  • 22

    3.

    SMARTnet

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    Cisco.com

    Cisco, Cisco.com.

    Cisco.com, :

    1. http://tools.cisco.com/RPF/register/register.do.

    2. . , , . (Cisco Privacy Statement). , Submit.

    3. . CC ID (Cisco Connection Online).

    4. , Cisco.com, , , (www.cisco.com/public/scc).

    5. Cisco.com www.cisco.com/web/help/reg/faq_reg.html#PR2.

  • 24

    ID

    :

    1. Cisco.com.

    2. Account .

    3. Profi le Manager.

    4. Additional Access, Edit This Information.

    5. Obtain Access to Additional Service Contracts, : http://tools.cisco.com/RPF/profi le/additional_csm_contracts.do

    6. .

    7. Submit. Cisco , , Cisco.com ID. Profi le Manager : http://tools.cisco.com/RPF/profi le/profi le_management.do.

  • 25

    3. SMARTnet

    SAMT

    Service Access Management Tool Cisco . , Cisco Services (TAC, /RMA) . Service Access Management Tool, :

    www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html.

    , , - Cisco Systems.

    , , : http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmttraining.html

  • 26

    . CSCC

    , , :

    1. http://www.cisco.com/web/ser-vices/ordering/cscc/index.html.

    2. Launch Tool ( CSCC) .

    3. , Contract Number Go, . Contracts , , Cisco.com ID.

    , - Cisco?

    cs-support@cisco.com support-ai@mailnj.custhelp.com .

    / ID :

    Dear team,

    Please provide an access to contract number 9000011 to CCO ID partner.support so that TAC cases can be opened and the contract is seen is profi le.

    Thank you.

  • 27

    3. SMARTnet

    *

    , e-mail .

  • 28

    , (Cisco TAC) :

    * Cisco Enterprise

    TAC Service Request Tool http://tools.cisco.com/ServiceRequestTool/create/

    e-mail: tac@cisco.com

    : (0 800) 301 2090, (044) 390 2400

    Cisco Small Business:

    On-line CHAT https://supportforums.cisco.com/community/netpro/small-business/onlinechatsupport

    : 0, , 00 11, 888 402 0271

    : (CONTACT NAME): (CONTACT PHONE NUMBER): ID: e-mail (CONTACT EMAIL ADDRESS): (CONTRACT NUMBER): (SERIAL NUMBER): (PRODUCT TYPE (Model Number)): (SOFTWARE VERSION): (COMPANY NAME): (EQUIPMENT LOCATION ADDRESS): (BRIEF PROBLEM DESCRIPTION):

    , , .

    ( , . ). , , , , .

    Cisco TAC , , . , .

    *

    , e-mail .

  • 29

    3. SMARTnet

    / 1: - . Cisco - . ,