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May 2015 Version 2.07
Cisco SMARTnet®
• SMARTnet
• SMARTnet
• (TAC)
• Cisco.com
• RMA
• OS
• Smart Call Home
•
SMARTnet
SMARTnet
IT
SMARTnet
•
•
• IT
•
•
• IT
•
•
•
SMARTnet IT
SMARTnet
TAC
cisco.com
( )
OS
(TAC)
2 /4 /
OS
Smart Call Home
Technical Assistance Center(TAC)
•
• /
• 5
• TAC50% CCIE
•
• 24 365 ※
※ TAC ( ) 1 24 365 2 4
TAC –
TAC
TAC
24
24x7
1
2Email
1
5Email Web
1
10Email Web
1
1
2
3
4
※ 9 5
•
•
TAC
TAC•
•
• ,
, WiMAX
• IP ,
,
• , Cisco
TelePresenceTM
•
•
•
•
•
E •
•
•
TAC
E
Smart Call Home
WebEx TAC
PC•
•
•
•WebEx
TAC
: SSL&AES
WebEx : https://supportforums.cisco.com/ja/document/9877476
• PC
•
Cisco.com
www.cisco.com/jp/support
•
•
• /
•
•
•
•
Cisco.com
My CiscoWeb
Cisco TAC Case Collection
Web
``
Online Service Request Management
TAC
Web
https://supportforums.cisco.com/community/5036/csc-japan
•
1 386
•
1 365
TAC SR Collection
RMA
30
12
31
17
7
: 710
79 1
131
2013 8 5
99% 83%
4 2
Cisco TACTAC TAC
TAC
TAC
※4 2
8 x 5 x NBD (Onsite) • 9 5
• :
(NBD, Next Business Day)
8 x 5 x 4 (Onsite)17 4
13
24 x 7 x 4 (Onsite)1 24 365
4
24 x 7 x 2 (Onsite) 2
• 4
• TAC
• TAC
24 2 4
*1 TAC
*2 2 4 Services Availability Matrix
*3 30kg 2 4
http://www.cisco.com/web/JP/services/portfolio/tss/smartnet.html
受付日受付時間
8x5xNBD
9 5
8x5xNBD Onsite 17:00 17:00
8x5x4
8x5x4 Onsite
4
※ 17
21 (17 4 )13
9 17
24x7x4
24x7x4 Onsite 365
24
4 24x7
( 17
)24x7x2
24x7x2 Onsite2
TAC
HW
(FE)
TAC
FE
TAC
1 8x5xNBD
1 ( ) 2 ( ) 3 ( )
17:009:00 9:00 17:0000:009:00 17:0000:00
1
2
1
2
1 9:00 17:00
TAC
2 9:00 17:00
1
2 9:00
3 9:00 17:00
• TAC
• 9:00 17:00
2 8x5x4 OnsiteFE 4
1
4
2
1 9:00 17:00
TAC FE
1 /FE 4
FEFE
1
2
9:00 FE
2 13:00
FEFE
• TAC FE
• 9 00 17 00 FE
1 ( ) 2 ( )
9:00 13:00 13:00 17:0017:00 9:0021:00
1
00:00
2
FE
FE FE
FE
3 24x7x4 4
24x7x4 Onsite ( 4 FE
1
24x7x4
2
24x7x4 Onsite
1 1:00AM
TAC FE
1 5:00AM
1 23:00
TAC FE
2 3:00AM
FEFE
• FE
• 24 365 FE 4
1 ( ) 2 ( )
00:00 9:00 9:0017:00
1
00:00
2 FEFE
OS
OS
•
•
•
•
OS
Smart Call Home
• SMARTnet
•
• (SR)
• Web SR
•
Smart Call Home
Smart CallHome
TAC
Smart Call Home
• 3SR
•IP
• Cat 6500
• LAN
• WS-X6548-GE-TX
•
•
•
• (RMA)
•(4
)
Before
45 3.75 12 25 29
HW
IP
• GOLD
3SR
• LAN
• • RMA •(4
)
After12 42 1.2 5.5
HW
Smart Call HomeSR
Cisco IOS® Embedded Event Manager (EEM)
GOLD *
syslogSW
DB :
Web
*GOLD (Generic OnLine Diagnostics) : IOS
*Smart Call Home
Smart Call Home Web
•
•
•
•
• EOL
Smart Call Home
Smart Call Home
Transport Gateway
( )
Call Home
Call Home
Smart Call Home Web
Smart Call Home Web
SR
Cisco.com Smart Call Home• http://www.cisco.com/web/JP/services/portfolio/tss/smart_c
all_home.html
OS• http://www.cisco.com/web/services/portfolio/product-
technical-support/smart-call-supported-products.html
( )• https://supportforums.cisco.com/community/csc-
japan/smartservicebureau/smart_call_home?view=video
Smart Services Bureau
( )• Mail: [email protected]
• TEL: 0120-832-038
• - , 9:00-17:00
• PC
•
•
• PC
•
•
•
•
( )
•
• OS
SMARTnet
•
•
•
•
•
• E
• E
•
VPN( )
SMARTnet
• IOS®HW
•
30
•
•
• IOS®
•
•
•
• Service Not Covered( )
•
5 3 (TAC)
•
End-of-Sale(EoS)
• http://www.cisco.com/web/JP/product/products_end_of_life_policy.html
• End-of-Sale EoS End-of-Life EoL http://www.cisco.com/cisco/web/support/JP/products/end-of-
sale_and_end-of-life_products_list.html
