Module 8: Partner Technical Support Services

How is the Cisco Shared Support Program Different From Cisco Brand Resale?

The key Cisco service components that partners can utilize in the Shared Support program include:

		Cisco.com online tools and resources
		Technical assistance available through the Cisco TAC
		Software support
		Hardware replacement

The table below highlights the key Cisco Technical Support Service components as well as some additional deliverables, and compares how there are delivered to end-customers through the Cisco Shared Support program versus the Cisco Brand Resale program.

	Deliverables				Cisco Shared Support				Cisco Brand Resale
	Service sales				Partner provides to customer				Partner provides to customer
	Contract administration				Partner provides to customer				Partner provides to customer
	Contract renewals and upgrades				Partner provides to customer				Partner provides to customer
	Cisco TAC Level I and II Support				Partner provides to customer				Cisco provides to customer
	Cisco TAC Level III Support				Cisco provides to partner				Cisco provides to customer
	Cisco.com online tools and resources				Cisco provides to partner, partner administers to customer				Cisco provides to customer
	Cisco IOS® Software support				Cisco provides to partner, partner administers to customer				Cisco provides to customer
	Software Application Support SAS/SASU): • Standard offering: Software Application Support (SAS) – maintenance and minor releases   • Upsell offering: Software Application Support plus Upgrades (SASU) – maintenance, minor, and major releases				Cisco provides to partner, partner administers to customer				Cisco provides to customer
	Hardware replacement (two options): • Standard offering: 8x5xNBD where available   • Upsell offering: 8x5x4, 24x7x4, 24x7x2 where available				Cisco provides to partner or customer as indicated by partner at time of purchase				Cisco provides to customer
	Onsite hardware replacement				Partner provides to customer				Cisco provides to customer

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