Cisco Responsibilities:
• Same Day Shipping/Next Business Day Delivery: An Advance Replacement will be shipped on the same day to arrive at your location on the next Business Day as long as both your call and Cisco’s analysis and determining of the abortive Hardware has been made before 3:00 PM Depot Time. For tickets after 3:00 p.m. Depot Time, the Advance Replacement will be shipped out on next Business Day.
• 8x5x4: Advance Replacement on a 4-Hour Response base between 9:00 AM and 5:00 PM Depot Time the same Business Day, if Cisco has determined Hardware failure before 1:00 PM Depot Time. If the End-User files a ticket after 1:00 PM Depot Time, Cisco delivers the Advance Replacement on the morning of the next Business Day.
• 24x7x4: Advance Replacement parts on a 4-Hour Response 24-hours a day, 7 days a week, including Cisco-observed days off.
• 24x7x2: Advance Replacement on a 2-Hour Response basis 24-hours a day, 7-days a week, including Cisco-observed days off.
End-User Responsibilities:
The providing of these service options provides that the End-User must:
• All calls must provide a Priority Level as per the Cisco Severity and Escalation Guideline
• Reasonable access to the faulty hardware through an internet connection at End User’s expense so Cisco can establish a data communication link between the End User and the Cisco TAC engineer. Also, you must share any system passwords to help the TAC engineer fix the issue remotely if possible
• In case you need to add additional people to your End User Equipment List, you must give Cisco 30 days’ notice
• If you must move your Cisco equipment to a different location, you must notify Cisco of this relocation within 30 days. This is because Cisco will give you services only 30 days after receipt of your intimation of hardware relocation. In case you do any product upgrades/product modifications/upgrades/changes to FRUs you must inform Cisco of these within 5 days of the modification.
• You need to give Cisco your current shipment information e.g. contact name, title, physical address, contact #, e-mail address and fax #.
• Give Cisco the serial #s for all your hardware which is having issues. Cisco may additionally ask you for more information about where your hardware is located.
• You must give Cisco a list with the details of the people in your organization who are authorized to contact Cisco and access Cisco.com for services and software downloads. You are responsible for updating this authorized personnel list with Cisco on an annual basis.
• In case Cisco fails to troubleshoot your failed hardware down to the FRU level, you must initiate the RMA procedure to send back the hardware to Cisco as per their RMA Policy.
• Whenever you need to return the hardware to Cisco, you are responsible to ensure that the returns are in proper packaging, mentioning the reason of failure and any specs related to modifications made by you. You must return the faulty equipment within 30 days, otherwise Cisco will charge the replacement product at their current price list.
Make sure you test all repaired/replacement products and report any issues to Cisco within 10 days of receiving the repaired/replaced hardware.
For more information on CISCO SMARTnet and advance hardware replacement, pls speak to a SMARTnet specialist today.