Cisco® Technical Support Services helps protect your network investment by enabling you to extend and enhance the operational lifetime of your Cisco networking devices and Cisco IOS® Software. Support services such as Cisco SMARTnet®, Cisco SMARTnet Onsite, and Cisco SPBase services help improve productivity and can increase operational efficiency by complementing your in-house resources with world-class networking expertise.
Tables 1 through 4 list expected delivery times for a variety of situations. In the Support Level column the acronym (xxx in Table 5 and 6) represents the various levels of the SMARTnet Delivery Schedule.
Table 1. Standard Advance Replacement Parts, Without a Field Engineer
Support Level
SMARTnet Description
SMARTnet Delivery Schedule
SNT
SMARTnet Standard 8x5xNBD
(Next Business Day)
NBD between 9 a.m. and 5 p.m. (provided the request is received before 3 p.m. local depot time)
SNTE
SMARTnet Enhanced 8x5x4 hours
Four hours after determining that part replacement is required (8 hours a day, 5 days a week)
SNTP
SMARTnet Premium 24x7x4 hours
Four hours after determining that part replacement is required (24 hours a day, 7 days a week)
S2P
SMARTnet 2-Hour Premium 24x7x2 hours
Two hours after determining that part replacement is required (24 hours a day, 7 days a week)
Table 2. Onsite Advance Replacement Parts, with a Field Engineer
Support Level
SMARTnet Description
SMARTnet Delivery Schedule
OS
SMARTnet Onsite 8x5xNBD
NBD between 9 a.m. and 5 p.m. (provided the request is received before 3 p.m. local depot time)
OSE
SMARTnet Onsite Enhanced 8x5x4 hours
Four hours after determining that part replacement is required (8 hours a day, 5 days a week)
OSP
SMARTnet Onsite Premium 24x7x4 hours
Four hours after determining that part replacement is required (24 hours a day, 7 days a week)
PREM
SMARTnet Onsite 2-Hour Premium
24x7x2 hours
Two hours after determining that part replacement is required (24 hours a day, 7 days a week)
Table 3. Service Provider-Standard Advance Replacement Parts, Without a Field Engineer
Support Level
SMARTnet Description
SMARTnet Delivery Schedule
SW
Software only
Cisco IOS Software support, Cisco.com support, TAC support
RR
Hardware 10-day Return to Factory (RTF)
Cisco will ship replacement parts within 10 business days from receipt of original part
AR1
Advance Replacement 8x5xNBD
NBD between 9 a.m. and 5 p.m. (provided the request is received before 3 p.m. local depot time)
AR2
Advance Replacement 8x5x4hours
Four hours after determining that part replacement is required (8 hours a day, 5 days a week)
AR3
Advance Replacement 24x7x4hours
Four hours after determining that part replacement is required (24 hours a day, 7 days a week)
AR4
Advance Replacement 24x7x2hours
Two hours after determining that part replacement is required (24 hours a day, 7 days a week)
Table 4. Service Provider-Onsite Advance Replacement Parts, with a Field Engineer
Support Level
SMARTnet Description
SMARTnet Delivery Schedule
OS1
Onsite 8x5xNBD
NBD between 9 a.m. and 5 p.m. (provided the request is received before 3 p.m. local depot time)
OS2
Onsite 8x5x4hours
Four hours after determining that part replacement is required (8 hours a day, 5 days a week)
OS3
Onsite 24x7x4hours
Four hours after determining that part replacement is required (24 hours a day, 7 days a week)
OS4
Onsite 24x7x2hours
Two hours after determining that part replacement is required (24 hours a day, 7 days a week)
1. Certain limitations may apply for heavy or oversized equipment.
2. Holidays observed by Cisco are excluded. Cutoff times can vary by region. Please verify the cutoff time with your Cisco service account manager.
3. Service is available only if your distance from a parts depot or authorized Cisco service location is within the following limits: in the United States, within 100 driving miles; in Europe and Canada, within 120 driving kilometers; in Australia, New Zealand, and select countries in Latin America and Asia, within 75 driving kilometers. To determine if this service is available for your location, refer to the Cisco Service Availability matrix at: www.cisco.com/go/scc/
4. Service is available only if your distance from a parts depot or authorized Cisco service location is within 25 driving miles in the United States, Canada, Australia, New Zealand, and select countries in Europe, South America, and Asia.
In Tables 5 and 6 the SMARTnet part numbers have xxx which represents the various levels of SMARTnet support mentioned in the previous tables.
Table 6. Cisco Catalyst 4500 Chassis SMARTnet Bundles: (SMARTnet is discounted 20% compared to non-bundled SMARTnet when either of the below bundles are purchased)
Chassis Part Number
Enterprise SMARTnet
Service Provider SMARTnet
Distribution SMARTnet
WS-C4503-S2+48
CON-xxx-C450348
SP-xxx-C450348
CON-xxx-PKG11
WS-C4506-S2+96
CON-xxx-C450696
SP-xxx-C450696
CON-xxx-PKG11
Service and Support
Cisco offers a wide range of services programs to accelerate customer success. These innovative services programs are delivered through a unique combination of people, processes, tools, and partners, resulting in high levels of customer satisfaction. Cisco services help you protect your network investment, optimize network operations, and prepare your network for new applications to extend network intelligence and the power of your business. For more information about Cisco Services, refer to Cisco Technical Support Services or Cisco Advanced Services.
