Module 10: Cisco SMB Support Assistant

Deciding whether the Cisco SMB Support Assistant program is right for your customer.

If something happens to your hardware, and you need a replacement part, what is an acceptabletimeframe to receive a replacement?

As we have discussed throughout this module, your customers can open a service request with an engineer at any time. An engineer will respond by the next business day and help you troubleshoot the issue. If a replacement part is needed, the engineer will send that part to you on the same day if possible.

Probe the customer to find out the impact on the business in the event a hardware replacement is required. If the customer indicates that a delivery of parts within two business days (one day for response, and one day for the delivery to arrive) is not sufficient, your customer may want to consider SMARTnet, which offers three additional advance replacement options:

		8x5x4
		24x7x4 (where available)
		24x7x2 (where available)

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