Many customers may also not realize just how critical having access to live support can be to both their business and their end users’ success. Having a support system available through the Web and by phone can provide your customers with “charge-free” resolution to all priority 1, 2, 3, and 4 issues that arise.

Some customers may tell you that they would just pay for any calls and support sessions that they need on an “as-needed” basis. However, what many of them do not realize is that depending on how many times they call, the annual, flat fee associated with having a SMARTnet or SMARTnet Onsite fee can be lower than the costs they could incur resulting from:

		Time and materials phone charges to the Cisco TAC.
		Having an Engineer visit onsite if there are priority 1 issues that cannot be resolved remotely.
		Incurring unnecessary expenses as a result of calling the Cisco TAC on a case-by-case basis for priority 3 and 4 issues that could have been resolved online using the Cisco TAC Web.
		Delays in receiving support because of being placed as a low priority in the call qeue.
		Losing dissatisfied end users who do not feel your customers have the manpower and resources to support them and get them back up-to-speed during network outages.