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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

Overcoming Objections

The table below describes the difference between two common warranties, the Cisco SMB Support Assistant, and SMARTnet.

90 Day/1 Year Limited Warranty Limited Lifetime Warranty SMB Support Assistant SMARTnet
Hardware Coverage 90 days Lifetime (fans and power supplies 5 years) Renewable contract Renewable contract
Software Coverage 90 days 90 days Renewable contract Renewable contract
Technical Support No No Yes Yes
Software Updates No No Cisco OS bug fixes Bug fixes, updates, minor releases, major releases
Access to Technical Information No No Through Cisco SMB Support Assistant Portal Through Cisco.com
Parts Replacement 10 days 10 days Response and part delivery within 1 business day

Next Business Day standard. 2 hour or 4 hour replacement optional

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