Welcome to Module 4: Cisco Technical Support Services Portfolio. When you have completed this module, you will be able to:

• Identify the main features of the Cisco Technical Support Services Portfolio
• Describe the Cisco SMARTnet™ and SMARTnet Onsite service programs
• Identify the benefits of the Cisco SMARTnet and SMARTnet Onsite service programs
• Describe the two levels of support for Cisco software applications
• Describe the key points to selling Software Application Support (SAS) and Software Application Support plus Upgrades (SASU)
• Briefly describe partner service programs
• Briefly describe the SMB Support Assistant service program
• Explain how you would respond to a customer’s objections to the Cisco technical support services portfolio

It will take you approximately 20 minutes to review this module. You will begin this module by reviewing the main features of the Cisco Technical Support Services Portfolio.