Cisco Technical Support Service programs are built upon a foundation of key service components that provide end customers with a well-rounded, solid support model.

These key components are:

		Cisco.com online tools and resources
		Technical Assistance
		Software Support
		Hardware Replacement

Each of these components is a piece of a puzzle that, when offered together, provide a complete service offering you can promote to customers. These service components can be:

		Delivered directly by Cisco through one of several TSS programs.
		Sold by you, as a Cisco partner or reseller, through the Cisco Brand Resale program.
		Offered by Cisco Gold, Silver, or Premiere partners to supplement their own services through various partner programs.
		Purchased through Cisco distribution channels and resold be resellers to end-customers.

Modules 4 through 7 provide you with a basic understanding or how to position and discuss these key service components with customers.