Module 10: Cisco SMB Support Assistant

Advance Replacement As a partner that focuses on the SMB market, you know how frustrating it can be both for the customer and yourself when the customer experiences extended downtime while waiting for a parts replacement. In Module 6, we discussed how Advance Replacement works. Cisco SMB Support Assistant customers also receive Advance Replacement service. Why do SMB customers need Advanced Replacement?

Like larger companies, Cisco SMB customers rely heavily on their network. Network downtime can significantly affect their ability to communicate, connect with customers, and run their business. Unlike larger companies, most Cisco SMB customers cannot afford to invest in spare parts and storage.

Advance Replacement through Cisco SMB Support Assistant is the same as the program offered to SMARTnet customers with next business day delivery where available, otherwise same day ship applies.

It works like this:

		The customer or partner opens a service request at any time through the portal, the client, by e-mail, or by phone 24 hours a day, 7 days a week.
		An engineer responds within one business day during normal business hours (excluding holidays).
		The engineer will work with the customer or partner over the phone to determine the cause of the issue. If a replacement part is required, the engineer will send that part that same day if possible.
		At the same time, the engineer will issue the customer a Return Material Authorization (RMA) request. If the customer does not return the defective part within 10 days, they will be billed for the replacement. Otherwise, it’s covered under the program.

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