Module 2: The Importance of Service

Cisco Warranty Programs

Now that you have reviewed information about the types of entitlements that various warranties can include, you are going to take a few minutes to examine the benefits found in Cisco service contracts.

Service contracts enhance customers’ entitlements and provide them with a significant amount of features and benefits “above and beyond” the entitlements offered through a warranty.

Service contracts are agreements between Cisco (or Cisco partners) and its customers (or resellers) which CAN provide (depending on the service program selected) the following:

		Rapid replacement of hardware equipment (configuration and installation), with a delivery response time selected by the customer to meet their needs. Options include parts-only replacement that will need to be installed by in-house customer service teams or engineers, or parts replacement with onsite customer engineers who will replace defective parts for the customer. (Hardware Replacement and Onsite Support)
		The ability to use many invaluable online tools and resources that can be used to resolve many of the technical issues and problems that may affect a customer network. (Cisco.com Online Tools and Resources)
		365x24x7 access to Cisco certified engineers who can quickly and accurately diagnose hardware and software problems during network-down critical issues. (Technical Assistance)
		Access to Software Support tools including patches, bug fixes, major and minor releases for network platform, and applications software. (Software Support)

Service contracts enhance your customers’ entitlements, providing rapid resolution of problems that can impact network availability and the customer’s business. They provide your customer with the insurance and peace-of-mind needed to keep their networks and equipment operating at peak efficiency.

Take a look at the scenarios identified on the next page for examples of situations where your customers may not realize that their existing Cisco warranty does not cover the service they need to resolve their problem.

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