The Cisco SMB Support Assistant program has five components. The table below provides a high level overview. We will discuss each of these components in more detail.
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Allows customer to... |
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The Cisco SMB Support Assistant Portal |
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View service contracts online.
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Access easy-to-understand online information and support about the Cisco SMB Support Assistant products that are covered under a service contract. |
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Open a service request to a Support Engineer that can answer any question your customer may have about his or her network. |
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Advance Replacement |
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Have replacement parts shipped next business day where available (otherwise same day ship applies). |
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OS Software Bug Fixes |
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Be eligible to receive bug fixes from Cisco if they are being impacted by a known bug in Cisco OS software. |
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The Cisco SMB Support Assistant Client |
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Access their service contract information from their desktop. |
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Perform a “health check” of the hardware they have purchased. A health check allows your customer to identify any hardware or software issues that may impact the speed and reliability of the network. |
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Use troubleshooting tools (such as streamlined password reset tools). |
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Request support from a Support Engineer right from the customer’s desktop. |
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Make changes to their network, such as IP address changes or configuration changes. |
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SMB TAC |
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Open service requests 24x7. Support engineers will respond within one business day. |
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