Module 7: Technical Support Services Portfolio

Benefits of SMARTnet

A final issue that you should discuss with your customers is the difference between protecting their equipment investment under a SMARTnet or SMARTnet Onsite service programs versus only relying on their equipment warranties to provide them with the support they need.

Until you bring it to their attention, many customers are Not going to realize initially that both SMARTnet programs provide a much higher level of support than most Cisco warranties. Use the table below as a guide to:

		Emphasize the features that are available within both SMARTnet programs.
		Compare the features and services available within SMARTnet to the services offered under the majority of Cisco warranties.

Available Support

SMARTnet

SMARTnet Onsite

90-day Warranty

1-year Warranty

Maintenance releases for operating system software (upon request)

Yes

Yes

Yes

Yes

Minor and major releases for operating system software (upon request)

Yes

Yes

No

No

Cisco.com password access (where available)

Yes

Yes

No

No

TAC support

Yes

Yes

Limited

No

24x7 access to TAC

Yes

Yes

No

No

Advanced replacement of parts 8x5xNBD 8x5x4 24x7x4 24x7x2

Yes

Yes

No

No

Advance replacement of parts—5-day ship

No

No

Yes

No

Return to factory—10-day ship from receipt

No

No

No

Yes

Onsite field engineer for parts replacement and installation

No

Yes

No

No

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