2. What is Warranty?
Warranty is :
Duration standard hardware/Software 90days
Only Hardware replacement if the part is broken
No TAC support from Cisco
No access to knowledge transfer resources
No software updated or upgrades
No commitment of SCA
3. CISCO SMARTnet
SMARTnet is :
Something beyond warranty
Renewable contracts
TAC Support from Cisco
Software updated or upgrades
Access to knowledge transfer resources
Commitment of SCA
Software
Maintenance
Advanced
Replacement
Technical Support
4. How SMARTnet can Facilitate?
Quickly resolving issue
Empower your IT staff
Mitigate risk
192% return on investment
Improve network reliability and security
Reduce cost of network ownership
5. CISCO SMARTnet Services
Cisco® TAC
Cisco.com
Cisco OS
Software
Hardware Replacement
Complements customer’s in-house staff
with highly-trained engineers, CCIE®
engineers
Increases customer’s self-sufficiency
and productivity with registered access
to online tools and resources
Extends the life of equipment and
maximizes application technology
investments
Minimizes the risk of potential network
downtime with fast access to
replacement of hardware parts
DESCRIPTIONCOMPONENT
6. CISCO SMARTnet Support Levels
SMARTnet Offsite Contract Type Description
SMARTnet Offsite 24x7x2 CON-S2P
2-hour response, 24 hours a day, 7 days per week,
including holidays.
SMARTnet Offsite 24x7x4 CON-SNTP
4-hour response, 24 hours a day, 7 days per week,
including holidays
SMARTnet Offsite 8x5x4 CON-SNTE
4-hour response, local business hours based on depot
time, 5 days a week
SMARTnet Offsite 8x5xNBD CON-SNT
Next business day delivery, local business hours based
on depot time, 5 days a week
IPS Service 8x5xNBD SU1 For *IPS: Intrusion Prevention System or *IDPS: Intrusion
detection and prevention system
*Network security appliances that monitor network and/or
system activities for malicious activity.
IPS Service 8x5x4 SU2
IPS Service 24x7x4 SU3
IPS Service 24x7x2 SU4
SMB Support Assistant
8x5xNBD
SMBS
For Small and Medium Businesses, Next Business day
between 8am to 5pm – request must be placed before
3pm
7. SMARTnet Onsite Contract Type Description
SMARTnet Onsite 24x7x2 CON-C2P
2-hour response, 24 hours a day, 7 days per week,
including holidays
SMARTnet Onsite 24x7x4 CON-C4P
4-hour response, 24 hours a day, 7 days per week,
including holidays
SMARTnet Onsite 8x5x4 CON-C4S
Based on depot time, 4-hour response, 9:00 a.m. and
5:00 p.m. if the request is received before 1:00 p.m. will
be provided the same day
SMARTnet Onsite 8x5xNBD CON-CS
Next Business day between 8am to 5pm – request must
be placed before 3pm
IPS Onsite 8x5xNBD SUO1
For *IPS: Intrusion Prevention System or *IDPS: Intrusion
detection and prevention system
*Network security appliances that monitor network and/or
system activities for malicious activity.
IPS Service 8x5x4 SU2
IPS Service 24x7x4 SU3
IPS Service 24x7x2 SU4
SMB Support Assistant
8x5xNBD
SMBS
For Small and Medium Businesses, Next Business day
between 8am to 5pm – request must be placed before
3pm
CISCO SMARTnet Support Levels
8. CISCO SMARTnet Support Levels
Software Support Contract Type Description
Software App Support +
Upgrade SAU
24x7x365 TAC Access, Software Updates and
Upgrades, Major Releases
Software App Support SAS
24x7x365 TAC Access, Software Updates and
Upgrades, Minor Releases
IPS Signatures and
Software SUSW
For *IPS: Intrusion Prevention System or *IPDS:
Intrusion detection and prevention system
Essential Software EC4P
24x7x365 TAC Access, Software Updates and
Upgrades, Minor Releases, Onsite
Essential Software ESW
Unlimited Access to TAC, Minor software and
maintenance releases, replaced SAS for some
products
9. CISCO SMARTnet Discounts
SMARTnet Discounts Partner Standard
Discount
Blended Multi Year Discount
Additional 4% Additional 7%
1 Year 2 Year 3 Year
NEW 23% 26.08% 28.39%
RENEWALS 23% 26.08% 28.39%
TAKEOVER DISCOUNTS 15% 22.24% 25.91%
EDUCATIONAL DISCOUNT 35% 37.6% 39.55%
10. CISCO SMARTnet Quote & Estimate
Attach/New
Requirements are:
• Serial Number
(Unique)
• Coverage Period
• Support Level
• Site ID
Takeover
Requirements are:
• Serial Number
• Coverage Period
• Support Level
• Site ID
• LOA
Renewal
Requirements are:
• Serial Number
• Previous PO NO or
SO NO
• Cisco Contract
Number
Quote
• Price Protection
for 60 days
• Orderable
Estimate
• No Price
Protection
• Not Orderable
1. Part No
2. Support Level
3. Coverage Date
12. CISCO SMARTnet Contracts
• New Contract Number generated, once the
order is completed.
• In case of Renewal the prevailing/old contract
number is updated with the new/renewed details
• In case of Takeovers new contract no is
generated
13. Status of Contracts
Active Currently covered under a Cisco SMARTnet agreement, full
TAC access
Signing Cisco SMARTnet coverage has been ordered, still before item
start date, no TAC
Overdue access before start date. Grace period by Cisco for contract
after their end date. “Grace period is 1 month”
Expired Coverage end date is more than 30 days in the past, NO TAC
access
Terminated Item has been removed from contract by request “RMA, Credit,
etc”
QA-Hold Quote in the process of being converted to contract
CISCO SMARTnet Contracts
14. 1. Contract No
3. SO No: Sales Order No
5. Name of Company
7. ISR: Inside Sales Representative
CISCO SMARTnet Contract Summary
2. PO No: Purchase Order No
4. Customer Purchase Order No
6. AE: Account Executive
Open CSCC Contracts Click Contract Manager Type
Contract No or Contract No’s Check Set filters Check the line
containing relevant information Go to Action button Select
“Download Contract or Selected Data” Hit go Select Save now
Hit submit to download Copy Relevant data Incorporate in the
EnPointe Report
Steps to Generate Contract Summary
15. SAM stands for: Service Access Management
• SAM is use to give access, delete access and count the no of customers
against a specific contract
• Minimum linkage ETA is 24hrs
CISCO SMARTnet SAM TOOL
1. Using CCSC check contract validation
2. Open SAM tool
3. Enter Contract No
4. Select Action
5. Click Submit
6. Add name (Copy and Paste CCOID)
Contract Customer CCOID
Steps to give Access:
