Cisco SMARTnet OnSite Archives

1. What is Cisco SMARTnet Service?

Cisco SMARTnet Service gives you direct access at all times to dedicated specialists in the Cisco Technical Assistance Center (TAC). Wide-ranging self-help support via Cisco’s online knowledge base, communities, resources, and tools.

2. What is included with Cisco SMARTnet Service?

Cisco SMARTnet service gives you the below device-level support:

Immediate access to Cisco experts 24 hours a day and throughout the year via the Cisco Technical Assistance Center (TAC)
Comprehensive self-help support via the Cisco Online Knowledge Base, assorted communities, resources and tools
Intelligent, proactive diagnostics and immediate alerts on devices having the Cisco Smart Call Home feature
Software upgrades for your Operating System (OS) encompassing both minor and major releases covered by your licensed feature set
Expedited hardware replacement options i.e including 2-hour, 4-hour, and next-business-day (NBD) replacement, as well as return for repair (RFR).
You can also get the optional onsite service which will ensure a Cisco field engineer will install the replacement parts at your premises

3. Why should you purchase Cisco SMARTnet Service?

Purchasing a Cisco SMARTnet contract will give you:

Direct access to Cisco networking engineers which will enhance your network availability, reliability, stability, and security
Utilize Cisco’s expertise, knowledge and availability to reduce your network ownership costs
Take advantage of Cisco OS software upgrades to increase your ROI by up to 192 percent
Resolve issues in the minimum timeframe with the right parts at the right time
Reduce the burden on scarce internal IT resources at all sites with access to proactive diagnostics and real-time alerts available with Smart Call Home, on select devices
Enhance self-sufficiency and technical knowledge of your IT staff to maximize employee productivity and revenue generation

Click here for more information on benefits and how to buy a SMARTNET contract today.

4. Is Cisco SMARTnet Service only limited to break/fix insurance?

No, the Cisco SMARTnet service helps in tackling complicated day to day network management i.e.

Advanced software configuration
Interoperability and upgrade questions
Hardware and software information

5. Is support for Cisco application software products, such as security, IP telephony, and network management, included in the Cisco SMARTnet Service?

No, SMARTnet does not include application support. However, Cisco offers these services separately as per the below support offers:

Cisco Software Application Support Service (SAS)— includes maintenance and minor releases
Cisco Software Application Support Service with Upgrades (SASU)—includes all components of SAS plus upgrades
Cisco UC Essential Operate Service (ESW)—includes maintenance and minor releases
Cisco UC Software Subscription Service

For further information on any of the above, please click here to reach out to an account manager.

6. What is included in a Cisco warranty?

Cisco warranties give you only short term limited liability for Cisco to repair or replace defective products. Most warranties also do not include Cisco TAC Support, software upgrades, etc. Cisco warranties only cover the below:

Hardware: This guarantees that the piece of hardware is free of manufacturing/operational defects under standard use, or it will be replaced by Cisco in the designated time period.
Software: This guarantees that the physical media is free from defects or they will be replaced by Cisco. The warranty is explicitly on an “as is,” basis and no new releases are included.

7. My hardware is already covered via the included standard Cisco warranty; why would I need to purchase a Cisco SMARTnet contract during this warranty period?

Cisco SMARTnet service gives you more secure levels of support than the standard Cisco warranty. For example, the standard Cisco warranty is limited in duration, also it does not include the below benefits which you get from a Smartnet contract:

Expedited replacement of hardware in Next Business Day, 4-hours, or 2-hours dispatch
Round the clock tech assistance via Cisco TAC
Latest Operating System upgrades, including small and important upgrades
Access to online self-help resources/tools
Troubleshooting and alerts for Call Home – enabled devices

8. What is Cisco Smart Call Home?

Cisco Smart Call Home is a feature of Cisco SMARTnet which gives you proactive, detailed diagnostics and real-time alerts on many products to identify and fix issues quickly, saving valuable staff time and improving network availability.
It dynamically and securely gathers device data, giving alerts in case any issues are detected. It enables early problem diagnosis and remedies any device issues via proactive, rules based problem solving. This will allow users to hugely streamline device maintenance, accelerate issues resolution and reduce costs of network maintenance.
As soon as an issue is detected, Cisco Smart Call Home enabled devices will immediately generate a Cisco Technical Assistance Center (TAC) service request to resolve the issue. This enables hardware to continuously monitor its own health and automatically alert you of any potential issues using secure communications.
It also gives you access to a web portal which contains personalized Call Home alerts, recommendations, and more for all your Call Home devices.

9. What extra benefits can I get with the Cisco SMARTnet ONSITE service?

Cisco SMARTnet OnSite comes with all the advanced hardware replacement levels and gives you all the benefits of Cisco SMARTnet plus the additional benefit of an onsite Cisco technician for parts replacement/installation.

SMARTnet Onsite Service Levels

SMARTnet Description & Service Levels

10. How do I buy SMARTnet?

The majority of SMARTnets are sold on a 1-year duration contract, however it makes more sense to go with a 3-year contract as this will give you bigger discounts per year. We highly recommend you request an RFQ for a 3-year contract versus a 1-year contract and our sales team will be happy to send you some pricing and provide expert advice to help you maximize your investment and ROI. Please click here for further information.