Download pdf - Cisco SMARTnet

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 customer’s in-house staff

with highly-trained engineers, CCIE®

engineers

Increases customer’s 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


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



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


including holidays

SMARTnet Onsite 24x7x4 CON-C4P


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.




SMB Support Assistant

8x5xNBD

SMBS

For Small and Medium Businesses, Next Business day

between 8am to 5pm – request must be placed before

3pm



Software Support Contract Type Description

Software App Support + Upgrade SAU

24x7x365 TAC Access, Software Updates and

Upgrades, Major Releases

Software App Support SAS


Upgrades, Minor Releases

IPS Signatures and Software SUSW

For *IPS: Intrusion Prevention System or *IPDS:

Intrusion detection and prevention system

Essential Software EC4P


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


• 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


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 No’s 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: