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Tutorial Title
 
1 Cisco Service Expert Program Curriculum Overview
2 The Importance of Service
3 Cisco.com Online Tools and Resources
4 Technical Assistance
5 Software Support
6 Hardware Replacement
7 Technical Support Service Portfolio
8 Partner Technical Support Services
9 The Value Selling Approach
10 Cisco SMB Support Assistant
Introduction
Overview
Supported Products
Program Components
Decision Process
Overcoming Objections
Interactive Exercise
Review
Summary
11 Sales Tools and Processes
  12 Business Tools and Processess
  13 Next Steps
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Module 10: Cisco SMB Support Assistant

Cisco OS Bug Fixes

The Cisco SMB Support Assistant program provides bug fixes to operating system software (Cisco OS) when required. The Cisco SMB Support Assistant program does not provide for updates or upgrades to Cisco OS software to improve functionality. This works well because most SMB customers have relatively stable networks and do not require additional functionality to successfully manage their business.

Here are two examples that demonstrate what is and what is not covered under the program:
  A customer works with a Support Engineer and finds out that they’ve been experiencing a bug that was recently resolved by a patch. The customer is eligible to receive the patch that fixes that bug. The patch may also fix other bugs that the customer may not have encountered.
  The customer makes the decision to implement an internet chat customer service center. This was something that the customer had not anticipated when they implemented the network. Their current Cisco OS software is not designed to support that functionality. The customer would not be eligible for an upgrade to add that functionality through the Cisco SMB Support Assistant program. Rather, they can purchase that functionality when the time comes.

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