Cisco SMARTnet

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  • SMARTnet An Award Winning Cisco Technical Support.

    By Muhammad Afaq Ahmad

  • What is Warranty?

    Warranty is :

    Duration standard hardware/Software 90days

    Only Hardware replacement if the part is broken

    No TAC support from Cisco

    No access to knowledge transfer resources

    No software updated or upgrades

    No commitment of SCA

  • CISCO SMARTnet

    SMARTnet is :

    Something beyond warranty

    Renewable contracts

    TAC Support from Cisco

    Software updated or upgrades

    Access to knowledge transfer resources

    Commitment of SCA

    SoftwareMaintenance AdvancedReplacementTechnical Support

  • How SMARTnet can Facilitate?

    Quickly resolving issue

    Empower your IT staff

    Mitigate risk

    192% return on investment

    Improve network reliability and security

    Reduce cost of network ownership

  • CISCO SMARTnet Services

    Cisco TAC

    Cisco.com

    Cisco OS

    Software

    Hardware Replacement

    Complements customers in-house staff

    with highly-trained engineers, CCIE

    engineers

    Increases customers self-sufficiency

    and productivity with registered access

    to online tools and resources

    Extends the life of equipment and

    maximizes application technology

    investments

    Minimizes the risk of potential network

    downtime with fast access to

    replacement of hardware parts

    DESCRIPTIONCOMPONENT

  • CISCO SMARTnet Support Levels

    SMARTnet Offsite Contract Type Description

    SMARTnet Offsite 24x7x2 CON-S2P

    2-hour response, 24 hours a day, 7 days per week,

    including holidays.

    SMARTnet Offsite 24x7x4 CON-SNTP

    4-hour response, 24 hours a day, 7 days per week,

    including holidays

    SMARTnet Offsite 8x5x4 CON-SNTE

    4-hour response, local business hours based on depot

    time, 5 days a week

    SMARTnet Offsite 8x5xNBD CON-SNT

    Next business day delivery, local business hours based

    on depot time, 5 days a week

    IPS Service 8x5xNBD SU1 For *IPS: Intrusion Prevention System or *IDPS: Intrusion

    detection and prevention system

    *Network security appliances that monitor network and/or

    system activities for malicious activity.

    IPS Service 8x5x4 SU2

    IPS Service 24x7x4 SU3

    IPS Service 24x7x2 SU4

    SMB Support Assistant

    8x5xNBD

    SMBS

    For Small and Medium Businesses, Next Business day

    between 8am to 5pm request must be placed before

    3pm

  • SMARTnet Onsite Contract Type Description

    SMARTnet Onsite 24x7x2 CON-C2P

    2-hour response, 24 hours a day, 7 days per week,

    including holidays

    SMARTnet Onsite 24x7x4 CON-C4P

    4-hour response, 24 hours a day, 7 days per week,

    including holidays

    SMARTnet Onsite 8x5x4 CON-C4S

    Based on depot time, 4-hour response, 9:00 a.m. and

    5:00 p.m. if the request is received before 1:00 p.m. will

    be provided the same day

    SMARTnet Onsite 8x5xNBD CON-CS

    Next Business day between 8am to 5pm request must

    be placed before 3pm

    IPS Onsite 8x5xNBD SUO1For *IPS: Intrusion Prevention System or *IDPS: Intrusion

    detection and prevention system

    *Network security appliances that monitor network and/or

    system activities for malicious activity.

    IPS Service 8x5x4 SU2

    IPS Service 24x7x4 SU3

    IPS Service 24x7x2 SU4

    SMB Support Assistant

    8x5xNBD

    SMBS

    For Small and Medium Businesses, Next Business day

    between 8am to 5pm request must be placed before

    3pm

    CISCO SMARTnet Support Levels

  • CISCO SMARTnet Support Levels

    Software Support Contract Type Description

    Software App Support + Upgrade SAU

    24x7x365 TAC Access, Software Updates and

    Upgrades, Major Releases

    Software App Support SAS

    24x7x365 TAC Access, Software Updates and

    Upgrades, Minor Releases

    IPS Signatures and Software SUSW

    For *IPS: Intrusion Prevention System or *IPDS:

    Intrusion detection and prevention system

    Essential Software EC4P

    24x7x365 TAC Access, Software Updates and

    Upgrades, Minor Releases, Onsite

    Essential Software ESW

    Unlimited Access to TAC, Minor software and

    maintenance releases, replaced SAS for some

    products

  • CISCO SMARTnet Discounts

    SMARTnet Discounts Partner Standard

    Discount

    Blended Multi Year Discount

    Additional 4% Additional 7%

    1 Year 2 Year 3 Year

    NEW 23% 26.08% 28.39%

    RENEWALS 23% 26.08% 28.39%

    TAKEOVER DISCOUNTS 15% 22.24% 25.91%

    EDUCATIONAL DISCOUNT 35% 37.6% 39.55%

  • CISCO SMARTnet Quote & Estimate

    Attach/New

    Requirements are:

    Serial Number

    (Unique)

    Coverage Period

    Support Level

    Site ID

    Takeover

    Requirements are:

    Serial Number

    Coverage Period

    Support Level

    Site ID

    LOA

    Renewal

    Requirements are:

    Serial Number

    Previous PO NO or

    SO NO

    Cisco Contract

    Number

    Quote

    Price Protection

    for 60 days

    Orderable

    Estimate

    No Price

    Protection

    Not Orderable

    1. Part No

    2. Support Level

    3. Coverage Date

  • CISCO SMARTnet Contracts

  • CISCO SMARTnet Contracts

    New Contract Number generated, once the

    order is completed.

    In case of Renewal the prevailing/old contract

    number is updated with the new/renewed details

    In case of Takeovers new contract no is

    generated

  • Status of Contracts

    Active Currently covered under a Cisco SMARTnet agreement, full

    TAC access

    Signing Cisco SMARTnet coverage has been ordered, still before item

    start date, no TAC

    Overdue access before start date. Grace period by Cisco for contract

    after their end date. Grace period is 1 month

    Expired Coverage end date is more than 30 days in the past, NO TAC

    access

    Terminated Item has been removed from contract by request RMA, Credit,

    etc

    QA-Hold Quote in the process of being converted to contract

    CISCO SMARTnet Contracts

  • 1. Contract No

    3. SO No: Sales Order No

    5. Name of Company

    7. ISR: Inside Sales Representative

    CISCO SMARTnet Contract Summary

    2. PO No: Purchase Order No

    4. Customer Purchase Order No

    6. AE: Account Executive

    Open CSCC Contracts Click Contract Manager Type

    Contract No or Contract Nos Check Set filters Check the line

    containing relevant information Go to Action button Select

    Download Contract or Selected Data Hit go Select Save now

    Hit submit to download Copy Relevant data Incorporate in the

    EnPointe Report

    Steps to Generate Contract Summary

  • SAM stands for: Service Access Management

    SAM is use to give access, delete access and count the no of customers against a specific contract

    Minimum linkage ETA is 24hrs

    CISCO SMARTnet SAM TOOL

    1. Using CCSC check contract validation

    2. Open SAM tool

    3. Enter Contract No

    4. Select Action

    5. Click Submit

    6. Add name (Copy and Paste CCOID)

    Contract Customer CCOID

    Steps to give Access: