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Q&A

Cisco SMARTnet Service

Cisco SMARTnet Service: Q&A

Contents

Table of Contents
Cisco SMARTnet Service Overview
What is Cisco SMARTnet Service? What is included with Cisco SMARTnet Service? Why should you purchase Cisco SMARTnet Service? How do you purchase Cisco SMARTnet Service? Is Cisco SMARTnet Service only limited to break/fix insurance? What additional features are available under the Cisco SMARTnet onsite option? How should you choose between Cisco SMARTnet and Cisco SMARTnet onsite?

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What is a feature set upgrade? Is it included in the Cisco SMARTnet programs? What software am I entitled to with Cisco SMARTnet? Is support for Cisco application software products, such as security, IP telephony, and network management, included in the Cisco SMARTnet Service? How are you notified of new OS software releases if you have a Cisco SMARTnet contract? How can you obtain the software updates included with your Cisco SMARTnet Service contract?

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Cisco SMARTnet Service Overview

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Features and Benefits

Features and Benefits: Service Capabilities
What are service capabilities for SMARTnet?

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Can you purchase Cisco SMARTnet Service for a Cisco device that has not been covered previously by a Cisco service contract? 10 Does Cisco SMARTnet include entitlement to remote or onsite software update installation services? Advance Hardware Replacement What is Cisco advance hardware replacement? Is Cisco advance hardware replacement available globally? What are the different response times available for the hardware replacement options? Are parts always delivered the next business day if the user has a contract with that option? What are the dispatch guidelines for delivery of parts within 4 hours? What if my company does not have the technical resources available to install advance hardware replacement products? Who is responsible for returning defective parts that have been replaced by one of the hardware replacement programs? 10 10 10 10 11 11 12 12 12

Comparison to Other Services

Can I get support from the Cisco TAC if I do not have a service contract? How does the Cisco TAC prioritize service requests? What are some of the industry certifications and awards Cisco has ­ received for its technical support services?

Warranty Compared to Service Contract

Cisco Support and Documentation Website What are online self-help support resources and tools? What type of resources and tools are available on the support website? Operating System Software Support

Availability and More Information

Are Cisco software updates included with the Cisco SMARTnet contract? 9 What is the value of these operating system updates to my business? Other vendors say they offer software upgrades. Why does Cisco only offer software “updates” with Cisco SMARTnet? 9 9

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©2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.

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Cisco SMARTnet Service: Q&A Contents Table of Contents Continued Cisco Smart Call Home 12 12 12 12 12 12 13 13 13 What is Cisco Smart Call Home? What devices support Smart Call Home? What Cisco OS software release is required to use Smart Call Home? How can you purchase a Cisco SMARTnet Service contract to cover Call Home-capable devices? Cisco SMARTnet Compared to Other Cisco  Technical Services How does Cisco SMARTnet Service compare to other Cisco Technical Service offerings? Cisco SMARTnet Service Technology-Specific Service Bundles Remote Management Service Focused Technical Support Services for Priority. why should I buy Cisco SMARTnet Service during the warranty duration? How does Cisco SMARTnet Service help support the life of my network? Availability Where is Cisco SMARTnet support available? More Information Where can I find more information about Cisco SMARTnet Service? Are there other Cisco Services that provide technical support? 19 Warranty Compared to Service Contract How are you notified that a service request has been opened? Unique SMARTnet Features and Service Levels for Unified Computing System What is the support offer for Cisco Unified Computing System (Cisco UCS)? 21 21 22 22 22 22 22 Resources 22 Availability and More Information How do I get support for third-party software on Cisco Unified Computing System? What does Independent Software Vendor Application Services (ISV1) Support include? What third-party software companies are supported? What is the hardware-only SMARTnet service level? What is SMARTnet for Cisco UCS with drive retention? What are the benefits of SMARTnet service for Cisco UCS with drive retention? ©2012 Cisco and/or its affiliates. 3 . All rights reserved. This document is Cisco Public Information. Personalized Support Network Support for Service Provider Production Network Software Application Support SMARTnet and Unified Communications Software Support Cisco Smart Foundation for Small and Medium Business 17 17 17 17 17 17 18 18 18 18 Cisco SMARTnet Service Overview Features and Benefits Who receives alerts? What kinds of events trigger alerts? Is a historical record kept of the alerts that are sent? Are the alert messages secure? Comparison to Other Services How does Smart Call Home diagnose potential problems? 13 How do Cisco Generic Online Diagnostics (GOLD) help reduce troubleshooting time? When does Smart Call Home automatically generate a service request to the Cisco TAC? 13 14 14 14 14 14 14 15 15 15 16 Cisco Warranty Compared to Cisco Service Contract 19 What is included in a Cisco warranty? If a product is already covered under the standard Cisco warranty.

4 . use the Cisco Partner Locator at www. you can: • Improve network availability.cisco. • Operating system (OS) software updates. • Optional onsite service that provides a field engineer who can install replacement parts at your location. and security with direct access to networking engineers at Cisco • Reduce the cost of network ownership by using Cisco expertise. resources. stability. reliability. Warranty Compared to Service Contract Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. knowledge. Comparison to Other Services • Extensive self-help support through Cisco’s online knowledge base. and tools. on select devices • Empower your IT staff and improve productivity and revenue per employee with access to tools and technical support documentation that can increase self-sufficiency and technical knowledge How do you purchase Cisco SMARTnet Service? You may purchase Cisco SMARTnet Service through our global network of highly qualified Cisco partners or contact your Cisco client services manager. communities.com/go/partnerlocator. as well as return for repair (RFR). All rights reserved. With SMARTnet Service. This document is Cisco Public Information. proactive diagnostics and immediate alerts on select devices enabled with Cisco Smart Call Home feature. • Smart. and next-business-day (NBD) replacement.Cisco SMARTnet Service: Q&A Cisco SMARTnet Service Overview Contents What is Cisco SMARTnet Service? Cisco® SMARTnet® Service is an award-winning technical support service that can give your IT staff direct. Why should you purchase Cisco SMARTnet Service? By covering networking devices with a Cisco SMARTnet contract. including both minor and major releases within your licensed feature set. What is included with Cisco SMARTnet Service? Cisco SMARTnet Service Overview Features and Benefits Cisco SMARTnet Service provides the following device-level support: • Direct access 24 hours a day. To locate a partner near you. 4-hour. 365 days a year to specialized experts in the Cisco Technical Assistance Center (TAC). and availability • Increase ROI by up to 192 percent having access to Cisco operating system software enhancements • Expedite time to repair with the right parts at the right time to resolve issues quickly • Better manage scarce internal expert resources at all locations when utilizing the proactive diagnostics and realtime alerts available with Smart Call Home. • Advance hardware replacement options. including 2-hour. you can choose from a broad range of service delivery options for Cisco products. anytime access to Cisco experts and online self-help resources required to resolve issues with most Cisco products.

with the addition of an onsite technician for parts replacement and installation.  ack to Table B of Contents ©2012 Cisco and/or its affiliates. such as a remote site. The Cisco SMARTnet Service offers you help handling complex network operation and management issues such as: • Advance software configuration • Interoperability and upgrade questions • Hardware and software information In addition. All rights reserved. This document is Cisco Public Information. The Cisco SMARTnet onsite service option provides rapid replacement of hardware.Cisco SMARTnet Service: Q&A Is Cisco SMARTnet Service only limited to break/fix insurance? Contents No. Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services Warranty Compared to Service Contract Availability and More Information What additional features are available under the Cisco SMARTnet onsite option? Cisco SMARTnet onsite includes the same capabilities as Cisco SMARTnet. 5 . • Trained personnel are not readily available to react quickly to a network issue. Cisco SMARTnet Service helps you protect your network investments and minimize risks by: • Keeping your networking technology up-to-date with the latest OS software features and system improvements within your licensed feature set • Supplementing your network support organization to help ensure the availability of the knowledge and skills necessary to address rapidly changing technologies • Providing access to knowledgeable resources and tools for rapid resolution of issues • Eliminating the challenges of carrying replacement hardware in inventory and delivering them to remote sites • Providing optional trained field engineering resources to perform replacement services when and where you need them • Troubleshooting Call Home-capable devices in real time and reporting details back to you using a web portal and alerts using Smart Call Home How should you choose between Cisco SMARTnet and Cisco SMARTnet onsite? Cisco SMARTnet onsite support is the appropriate choice when: • You do not have the appropriate expert resources at a given site. It is available with all SMARTnet advance hardware replacement service levels.

S. Cisco engineers hold more than 800 U. Cisco SMARTnet Service Capabilities if your case warrants a move to a new specialization due to the nature of the issue. web. • Support 24 hours a day. Resources Entitlementbased access OS Software and Support Ongoing updates within a feature set Smart Services Diagnostics and Alerts Smart Call Home on select devices Features and Benefits Comparison to Other Services 1. • Tested and proven resolution methods: Cisco uses a powerful virtual lab as an invaluable engineering resource and knowledge base for testing of network problems and recommended resolutions. Return for repair on select video products only.Cisco SMARTnet Service: Q&A Features and Benefits: Service Capabilities Contents What are service capabilities for SMARTnet? Table 1 illustrates SMARTnet’s five main service capabilities. Cisco and the end user will commit full-time resources to resolve the situation. or a change occurs in work shift. • Faster resolution: The Cisco TAC provides constant measurement of customer satisfaction and time-toresolution tracking. and Cisco provides continuous training to help ensure our technical staff stays current with the latest technologies.-issued patents and have authored numerous industry white papers and books. 6 . Tools. the Cisco TAC is there when you need it. view the Cisco Severity and Escalation Guidelines. 365 days a year in multiple languages: By telephone. but you will be requested to pay a “perincident fee” or to purchase a service contract. resulting in CEO intervention by John Chambers after 48 hours for any severity 1 problem. • Networking expertise: The Cisco TAC offers depth and breadth of knowledge and experience with Cisco devices and operating system software. For more information. • Severity 2: When the operation of an existing network or environment is severely degraded or significant aspects > Continued Cisco SMARTnet Service Overview Cisco Technical Assistance Center (TAC) Engineers Unlimited 24x7 access Hardware Replacement Advance replacement: • 24x7x2 hour • 24x7x4 hour • 8x5x4 hour • 8x5xNBD Other: • RFR1 Online Self-help Knowledge Base. including many customer support engineers with networking and CCIE® certifications as well as research and development engineers. the Cisco TAC employs a highly skilled staff that offers you years of networking experience. including an automated escalation sequence beginning one hour after submittal of severity 1 and severity 2 issues. All rights reserved. • Visibility into issue resolution status: You are kept up-todate on all changes to your case through email notifications and personalized handoffs between you and Cisco engineers Availability and More Information  ack to Table B of Contents ©2012 Cisco and/or its affiliates. or email. Can I get support from the Cisco TAC if I do not have a service contract? Yes. Cisco TAC engineers have a minimum of five years of industry experience. Problems are reported in a standard format using the following problem severity definitions: • Severity 1: When an existing network or environment is down or there is a critical impact on the end user’s business operations. This document is Cisco Public Information. as well as a broad range of networking environments and technologies. Table 1. Warranty Compared to Service Contract • Expert assistance: To complement your in-house resources. How does the Cisco TAC prioritize service requests? Cisco processes allow for you to designate the severity of every service request reported. The Cisco TAC will help you if you do not have a Cisco service contract.

Power and Associates is a global marketing information services company operating in key business sectors including market research. installation. Cisco SMARTnet Service Overview Features and Benefits Awards J. Global has been recognized by J.” The Certified Technology Service and Support program honors companies that deliver outstanding technical support. Cisco was also recognized for excellence in service delivery optimization and innovative online support. Table 2. What are some of the industry certifications and awards Cisco has received for its technical support services? Table 2 shows recent certifications and awards.com. 2010 M2M Value Chain Award The prestigious M2M Value Chain Award recognizes the most successful corporate adopters of machine-to-machine (M2M) technology as well as the team of solution providers that made their success possible. 1999. Power and Associates 2011 Certified Technology Service & Support Program was developed in conjunction with the Technology Services Industry Association (TSIA). and use of technology. For more information. J. This document is Cisco Public Information. TSIA recognized Cisco for commitment to operational excellence in support operations. Industry-Recognized High-Quality Technical Service • Severity 4: When information is required on Cisco product capabilities.D. and remediation. In October 2011. visit www. or configuration and there is little or no effect on the end user’s business operation. web intelligence. customer experience. knowledgebase implementation. TSIA Hall of Fame Lifetime Achievement Award The STAR Awards are one of the highest honors in the technology services industry. 2005.com has earned a position as one of the Ten Best Web Support Sites in 1998. Power and Associates for providing “An Outstanding Customer Service Experience. Power and Associates 2011 Certification Cisco Systems. and customer satisfaction. This industry award recognizes websites that exhibit best practices based on 25 different performance metrics.com or www. All rights reserved.D. 2002. 2007. Cisco and the end user are willing to commit resources during standard business hours to restore service to satisfactory levels. The Cisco Support website continues to lead in usability and major trends. providing continuous device monitoring. In 2011. and 2011. The 2010 award recognized Itron’s global implementation of Cisco Smart Call Home on its Cisco Catalyst® 6500 switches. alert notifications. Cisco and the customer are willing to provide resources during standard business hours to provide information or assistance as requested.D.jdpower. Inc. forecasting. the Cisco Support website was rated “#1 in Usability” by siteIQ industry analysts. The J. The support website on Cisco. Cisco and the end user will commit full-time resources during standard business hours to resolve the situation. Cisco was included in the STAR Award Hall of Fame for winning 15 STAR Awards since the inception of the awards. The Cisco Support Community was recognized in 2011 with an award for “Innovative Business-to-Business Support” for innovation using social media and mobile technology Comparison to Other Services Warranty Compared to Service Contract TSIA Support Staff Excellence Certification Association of Support Professionals (ASP) Awards Availability and More Information siteIQ Annual Website Ranking Forrester Groundswell Award > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. 7 .D. which honors websites that have been named among the “Ten Best Web Support Sites” for at least four years. including usability.Cisco SMARTnet Service: Q&A Contents of the end user’s business operation are being negatively affected by unacceptable network performance. In 2011.. Cisco was named to the ASP Web Support Hall of Fame. 2010. • Severity 3: When the operational performance of the network or environment is impaired while most business operations remain functional. Cisco was honored as the technology enabler that made the Smart Call Home proactive diagnostics alert solution possible. 2008. performance improvement. acknowledging the contribution of companies to the continual improvement of technology services delivery industry-wide.tsia.

Cisco Catalyst. Interactively diagnose common problems involving hardware. 8 . Access to over 90. A peer-to-peer online forum allows you to share questions. configuration. Cisco SMARTnet Service Overview Features and Benefits Table 3. MyCisco personalized online support. and releases of Cisco software. industry-leading online support and information system includes a TAC service request tool. including product and technology integration documentation for Cisco and thirdparty products as well as troubleshooting guides and release notes. or ASA command. A personalized web portal. including new software releases. and performance issues with solutions provided by TAC engineers. Through the TAC Service Request Tool.” allows you to find the information you need in one place. What type of resources and tools are available on the support website? Our award-winning. Look up a detailed description for a particular Cisco OS software. Table 3 shows included online troubleshooting tools and support resources. which increases self-sufficiency and builds in-house expertise for improved productivity. Warranty Compared to Service Contract TAC case collection Error message decoder Command Lookup Tool Output Interpreter Availability and More Information Technical documents TAC Service Request Tool Peer-to-peer online forum MyCisco Cisco Technical Services Newsletter > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. This valuable information helps your staff update their own networking knowledge and rapidly solve network issues. Choose appropriate software for your network device by matching software features to Cisco OS software releases. In fact. All rights reserved. comparing Cisco OS software releases. the self-help technical support resources available through your Cisco SMARTnet Service contract are so comprehensive that customers typically can solve 80 percent of service problems using online resources without needing to open a service request. customized to your network. Look up explanations for console error message strings listed in the Cisco Software System Messages guide.000 technical documents. and information with other networking professionals. Receive instant troubleshooting analysis and course of action for your router or switch using collected show command output. and exclusive networking tips every month. or determining which software releases support your hardware. The Cisco support experience offers tools and resources to assist in your network operations 24 hours a days. This document is Cisco Public Information. Cisco Online Support Tools and Resources Comparison to Other Services Online Support Resources Software downloads Software Advisor Bug Toolkit Get the latest updates. The Support and Documentation website is your access to the robust set of Cisco technical tools and product information. Quickly find software bug fixes based on version and feature sets.Cisco SMARTnet Service: Q&A Cisco Support and Documentation Website Contents What are online self-help support resources and tools? There are extensive online resources and tools for customers who have a Cisco service contract. patches. 365 days a year. and extensive troubleshooting tools. bug reports and repairs. suggestions. resources. A newsletter that alerts subscribers to new technical tools. and troubleshooting tools. “MyCisco. you can reduce the time you spend submitting and tracking service requests.

2. New OS features within your licensed feature set can enable greater network capacity. or 12. 12. Other vendors say they offer software upgrades.4 or 12.3M moving to 12. Software updates include bug fixes and maintenance.2. 12. What is the value of these operating system updates to my business? Operating System updates help your business take advantage of new technology innovation. respectively. • Maintenance release: Includes bug fixes—for example.X to 3. All rights reserved.2(8)T. What software am I entitled to with Cisco SMARTnet? You are entitled to all operating system software updates within your licensed feature set for covered devices.2. 12. minor.2(16a). There is no additional charge for updates as long as the product remains under Cisco SMARTnet coverage. or 12. When properly deployed. 9 .4M. These feature set upgrades are not included as part of a Cisco SMARTnet or SMARTnet onsite program. respectively. Why does Cisco only offer software “updates” with Cisco SMARTnet? It is really just a difference in terminology. • Minor release: Internal to Cisco for Cisco OS software. Similar to other servers. Cisco uses the term “upgrade” when a customer moves from one software feature set to another. Cisco UCS® runs an operating system provided by third-party vendors such as Microsoft or RedHat. What is a feature set upgrade? Is it included in the Cisco SMARTnet programs? A feature set upgrade is a separately licensed and priced software release that contains enhanced configurations and/ or features that provide additional capabilities. drivers.Cisco SMARTnet Service: Q&A Operating System Software Support Contents Are Cisco software updates included with the Cisco SMARTnet contract? Yes. For example.2. This document is Cisco Public Information. maintenance and previous early deployment releases. Receiving OS updates as part of your SMARTnet contract can lower operating costs while giving you a higher return on investment. 12.0 or 13.X. SMARTnet support for Cisco Unified Computing System™ includes ongoing downloads of BIOS. OS updates also help you retain and extend the value of your IT investment. • Major release (version or main line): Consolidates previous bug fixes.2(16).16.0M moving to 13.3 or 12. For details on the support offer for these software.8T. minor. “Major releases” within a software feature set are the Cisco equivalent to what other vendors call software upgrades such as an upgrade from 2. get a greater return on investment. 12. and Cisco Unified Computing System Manager (Cisco UCSM). 12. Also includes new point features or early deployment release—for example. firmware. (8)T1. Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services Warranty Compared to Service Contract Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates.0 or 12. The cost of purchasing new OS releases compared to having them included in your technical support contract can be several times more expensive. All Cisco OS software updates for licensed feature sets for the customer’s covered platform are provided by Cisco SMARTnet.0M. customers must purchase the upgrade from the IP Base to Enterprise Base feature set or from IP Base to Advance Security which includes new feature sets for Cisco 12000 Series Routers and Cisco 2800 and 3800 Series Integrated Services Routers. This includes operating system bug fixes and maintenance. and/or new capabilities into a single release— for example. see the section on Unified Computing Third-Party Software. and lower your total cost of ownership while staying competitive in today’s global economy. and major releases.8T1. Advance security and regulatory compliance as well as better interoperability. and major releases within a feature set. synonymous with a major release—for example. 12.

but you must be using the current version of the software. included in the Cisco SMARTnet Service? No. The standard Cisco advance hardware replacement includes next-business-day replacement. Dependable parts delivery on a global basis is provided by the Cisco Service Supply Chain. Can you purchase Cisco SMARTnet Service for a Cisco device that has not been covered previously by a Cisco service contract? Yes. Cisco SMARTnet Service Overview Features and Benefits Advance Hardware Replacement What is Cisco advance hardware replacement? If you have a Cisco product covered under Cisco SMARTnet Service and you have a product failure that is irreparable.cisco. IP telephony. There are currently four support offers available: • Cisco Software Application Support Service (SAS)— includes maintenance and minor releases • Cisco Software Application Support Service with Upgrades (SASU)—includes all components of SAS plus upgrades • Cisco UC Essential Operate Service (ESW)—includes maintenance and minor releases • Cisco UC Software Subscription Service View the Service Finder tool to find support services for your product. Additionally. and network management. a network of over 1100 spare parts depots around the world managed by a sophisticated global inventory that automates parts stocking processes worldwide. The customer is responsible for software installation or can purchase these services from a Cisco channel partner.com and in the Technical Services Newsletter.Cisco SMARTnet Service: Q&A Contents Is support for Cisco application software products. If the software is one or more releases old. Cisco advance hardware replacement is available worldwide. This document is Cisco Public Information. Cisco does offer software application support services separately that provide support for Cisco application software products such as security. Cisco provides advance hardware replacement to keep your network and business operating smoothly. How are you notified of new OS software releases if you have a Cisco SMARTnet contract? purchase the current release before you can purchase Cisco SMARTnet Service for each device. Does Cisco SMARTnet include entitlement to remote or onsite software update installation services? No. Premium-level service is an available option that provides replacement parts to your doorstep in as little as 2 or 4 hours. such as security. Cisco SMARTnet services do not include software installation. 10 . which users can sign up for at http://www. How can you obtain the software updates included with your Cisco SMARTnet Service contract? Cisco OS software updates are available for download from the Software Center. and network management. Cisco is constantly adjusting regional stock supplies so spares are available where and when you need them. application support is not covered in SMARTnet. Comparison to Other Services Warranty Compared to Service Contract New releases are announced in product bulletins posted on Cisco.com/techsupport. However. IP telephony. Is Cisco advance hardware replacement available globally? Yes. All rights reserved. then you must first Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. as part of your Cisco SMARTnet contract you may call the Cisco TAC for technical assistance in this process. the product must be inspected by Cisco to make sure all components and software are approved.

provided that Cisco’s determination of hardware failure has been made before 3 p. with or without a field engineer. com Online Resources Special entitlement access Operating System Software and Support Ongoing updates within the licensed feature set2 Eligible Devices All Smart Services Diagnostics and Alerts Smart Call Home on Call Homecapable devices Onsite Engineer Only with SMARTnet onsite service option Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. Cisco will ship the replacement the next business day. This document is Cisco Public Information.m. • Return for repair (RFR): Customer returns failed hardware to Cisco for repair. 5 days per week).m. where available. If next-businessday service is not available.  Cisco Unified Computing System also includes ongoing downloads of BIOS. where the parts are shipped from the depot the same day. Are parts always delivered the next business day if the user has a contract with that option? Parts are delivered the next business day during regular business hours. If request is made after 3 p. However. (provided the request is received before 3 p. are delivered the next business day between 9 a. 7 days per week). Cisco offers same-day-ship (SDS) service. drivers.m. • 8x5x4*: Advance replacement parts are delivered within 4 hours of determining that part replacement is required during a standard work week (8 hours per day. local depot time). firmware. Comparison to Other Services Warranty Compared to Service Contract Table 4. and 5 p. Cisco SMARTnet Service Overview Features and Benefits • 24x7x4*: Advance replacement parts are delivered within 4 hours of determining that part replacement is required during a standard work week (24 hours per day. depot time. the exact delivery date is subject to issues outside of Cisco control. Return for repair on select video products only. Contact your Cisco representative to verify what level of service is available in your area or view the Service Availability Matrix. such as customs and duty for the receiving country. * Equivalent onsite service options are available that provide a trained field engineer to install the replacement part when it arrives at your site. • 24x7x2*: Advance replacement parts are delivered within 2 hours of determining that part replacement is required during a standard work week (24 hours per day. Cisco will use commercially reasonable efforts to repair failed hardware and ship hardware to customer within 30 days from receipt of failed hardware. Cisco.m. depot time. and Cisco Unified Computing System Manager (Cisco UCSM) as part of operating system software and support. Service-Level Options Cisco TAC Engineers Cisco SMARTnet Service Unlimited 24x7 access Hardware Replacement Advance Replacement: • 24x7x2 hour • 24x7x4 hour • 8x5x4 hour • 8x5xNBD Other: • RFR1 1.m. All rights reserved.Cisco SMARTnet Service: Q&A Contents What are the different response times available for the hardware replacement options? The following replacement service-level options are available on Cisco SMARTnet Service (see Table 4): • Next business day (NBD): Advance replacement parts. 2. for receiving locations outside the United States. 11 . 7 days per week).

As a result.cisco. Using Cisco intellectual capital. Who receives alerts? When the Call Home profile on the device is set up. What devices support Smart Call Home? Smart Call Home is available on select devices and additional Cisco devices will be added over time. Smart Call Home also provides you with access to a Smart Call Home web portal that contains personalized Call Home messages. conserving valuable staff time and improving network availability. If a serious problem arises.Cisco SMARTnet Service: Q&A Contents What are the dispatch guidelines for delivery of parts within 4 hours? The 4-hour measurement starts from the time the Cisco TAC determines that a part should be replaced and dispatches a part or a field engineer. recommendations. Customers can use the Partner Locator tool to find a partner near them. In addition. If the Cisco TAC > Continued Features and Benefits Comparison to Other Services Warranty Compared to Service Contract Cisco Smart Call Home What is Cisco Smart Call Home? Cisco Smart Call Home. You may contact your local representative or Cisco partner to purchase Cisco SMARTnet Service. detailed diagnostics and real-time alerts on many products to help you identify and resolve issues quickly. and more for all your Call Home devices. and/or the Cisco TAC. Smart Call Home dynamically and securely gathers device information. What if my company does not have the technical resources available to install advance hardware replacement products? The Cisco SMARTnet Service has service levels that include an onsite option. Availability and More Information  ack to Table B of Contents ©2012 Cisco and/or its affiliates. What Cisco OS software release is required to use Smart Call Home? Refer to the Quick Start Guide at www. Cisco will provide prepaid air bills for the shipment of RMA equipment located in the United States and Canada. Cisco SMARTnet Service Overview Call home-enabled devices can continuously monitor their own health and automatically notify you of potential issues using secure transmissions. This document is Cisco Public Information. Contact your local Cisco representative for details about the policy in your region.com/go/smartcall. If you purchase one of those service levels. Who is responsible for returning defective parts that have been replaced by one of the hardware replacement programs? You. Smart Call Home can enable early diagnosis and remediation of device-related issues through proactive. a secure. customers can dramatically streamline their device maintenance. and what types of events prompt alerts. With automated network device monitoring. For a complete list of call home-capable devices go to www. and reduce their network operating expense. you can specify multiple people to be notified: your staff. sending an alert when a problem is detected. 12 . accelerate problem resolution. your authorized Cisco partner. are responsible for obtaining a return materials authorization (RMA) number to return the product.com/go/smartcall for the correct OS version for the call home-capable device you are configuring. provides proactive. rules-based problem resolution. smart service capability of Cisco SMARTnet Service. you specify who receives alerts. Smart Call Home automatically detects it and can generate a Cisco Technical Assistance Center (TAC) service request to remediate the issue. Policies outside the United States and Canada might vary by region. All rights reserved. Cisco provides a field engineer to install advance hardware replacement at your site.cisco. how these messages should be transported. as the Cisco SMARTnet customer. How can you purchase a Cisco SMARTnet Service contract to cover Call Home-capable devices? Smart Call Home is included in the purchase price of Cisco SMARTnet Service. Please note that you must have an appropriate technical service contract in place to access the latest version of the OS software from this website.

time. There is an option to raise or lower the severity level for received notifications. a syslog message with a severity of major or higher will trigger a Smart Call Home notification. you choose whether to allow Call Home to include configuration information. and frequency using CLI How do Cisco Generic Online Diagnostics (GOLD) help reduce troubleshooting time? Because GOLD can identify hardware failures and issues with extreme accuracy. You choose the transport method. and routes to the designated team. such as hardware or software failures. and other types of system-related thresholds being exceeded. Smart Call Home determines the severity of a problem by standard industry definitions. Are the alert messages secure? Call Home messages are encrypted and can be sent by secure transport (HTTPS) or email (Simple Mail Transfer Protocol [SMTP]) to the Cisco data center. How does Smart Call Home diagnose potential problems? Smart Call Home uses the Cisco Generic Online Diagnostics (GOLD) capability that is included in many Cisco devices. The GOLD test suite also gives support personnel the tools to test the functioning of hardware modules and troubleshoot down to the field-replaceable unit (FRU) level. Smart Call Home automatically detects the problem. If configuration information is being sent to the Cisco data center. but you cannot configure which ones with create service requests.Cisco SMARTnet Service: Q&A Contents Cisco SMARTnet Service Overview is included on the notification list and a serious problem arises. With authorization. What kinds of events trigger alerts? There are three types of event triggers: • Diagnostic events. your staff and the Cisco TAC can identify exactly where a problem has occurred. By default. All rights reserved. You can configure what severity of messages you’d like to be notified about. Communication between the data center and users is accomplished using SMTP for email notifications and HTTPS for all web portal access. 13 . generates a Cisco TAC service request. GOLD can detect faults with extreme accuracy in hardware and provide the triggers to proactively initiate high-availability features and actions such as switchover of modules or turning off modules or individual ports. Is a historical record kept of the alerts that are sent? passwords are removed prior to transmission to protect network privacy. power. All messages are stored in a personalized portal that contains reports with all of the Call Home messages and other related information in one convenient location. this information can be accessed securely anytime. Features and Benefits Comparison to Other Services Warranty Compared to Service Contract Yes. anywhere by your IT staff and is automatically included in any Cisco TAC service request that Smart Call Home generates. all sensitive details such as Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. such as temperature. • Environmental events. In addition. • Syslog events are generated by Cisco devices to log routine troubleshooting and incident handling information. The diagnostic capabilities of GOLD can be categorized as follows: • Boot-up diagnostics: Conducted during the boot-up or OIR of a line card or module • Health monitoring diagnostics: Conducted in the background while the system is in operation • On-demand diagnostics: Providing the ability to conduct various tests on demand using the Common Line Interface (CLI) • Scheduled diagnostics: Providing the ability to conduct various tests at a later scheduled date. This document is Cisco Public Information. simplifying troubleshooting activities.

support is a mandatory element of sale and cannot be omitted from the order. View the complete list of alerts that generate a service request. This document is Cisco Public Information. and troubleshooting issues • Access to Cisco. In addition to the standard SMARTnet features. or phone. it is always by email. 14 . the unique SMARTnet features for Cisco UCS include: • Direct access 24 hours a day.Cisco SMARTnet Service: Q&A Contents When does Smart Call Home automatically generate a service request to the Cisco TAC? For select events. How are you notified that a service request has been opened? Smart Call Home will send you an email stating that a service request has been opened. Multiple addresses are supported and can be changed using the Smart Call Home web application. • Software subscription activation key which enables the customer to obtain access to software updates and upgrades (product dependent).” also known as called ISV1 support. Support for thirdparty software products sold with Cisco’s Unified Computing hardware is entitled through a Cisco service called “Independent Software Vendor Application Services. drivers. When purchased from Cisco as part of a Cisco UCS offering. an alert is sent to you. 365 days a year to engineers specialized in servers and applications in the Cisco award winning Technical Assistance Center (TAC) • Triage support for third-party software integration issues for software that is listed on Cisco. support tools and services at the IDV’s website Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services Unique SMARTnet Features and Service Levels for Unified Computing System What is the support offer for Cisco Unified Computing System (Cisco UCS)? Warranty Compared to Service Contract Cisco Unified Computing System is supported by SMARTnet. • Access to software updates such as BIOS. When a device is registered for Smart Call Home.com for information on the solution that involves the third-party software. your contact information is documented. firmware. This contact information is used to notify you for all events. What does Independent Software Vendor Application Services (ISV1) Support include? ISV1 Support provides the following: • Cisco Technical Assistance Center (TAC) access 24 hours per day. configuration. and a service request is automatically opened with the Cisco TAC. When Smart Call Home notifies a customer of steps to resolve a problem. All rights reserved. email.com as certified to be interoperable with the Cisco UCS platform Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. The TAC will also contact you by your preferred method such as pager. 7 days per week to assist with third-party software use. and Cisco UCS Manager • Downloads of Cisco Unified Computing System Manager updates and upgrades for systems with Cisco UCSM with appropriate software licensing How do I get support for third-party software on Cisco Unified Computing System? Third-party software is software created by an Independent Software Vendor (ISV) and resold by Cisco with a Cisco support contract for the third-party product.

Drivers. What is SMARTnet for Cisco UCS with drive retention? With the Cisco SMARTnet for Cisco UCS with drive retention service. This document is Cisco Public Information. In exchange for a Cisco replacement drive. Please view Table 6 for the SMARTnet for Cisco UCS with drive retention service levels. Cisco SMARTnet Service Overview Features and Benefits What is the hardware-only SMARTnet service level? The hardware-only service level is an option available only for Cisco UCS products. 2003 R2 ST • Novell SUSE Enterprise Linux Server v11 • Red Hat Enterprise Linux 5. and Firmware Updates Availability and More Information Cisco UCSM Updates Cisco UCSM Upgrades Triage Support for Third-Party Software Smart Call Home (Proactive Diagnostics) Contract Type * Four “No On-Site” Support offering options are also available under the hardware and software Support model. Review Table 5 for the features of the service levels. and has been destroyed.Cisco SMARTnet Service: Q&A What third-party software companies are supported? Contents Currently supported third-party software companies/products are as follows: • VMware vCenter and vSphere 5 • BMC Cloud Lifecycle Management • Microsoft Windows Server 2008 ST/NT. triage support for third-party software. Unlike hardware and software support service levels. Comparison to Other Services Table 5. All rights reserved. > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. SMARTnet for Cisco UCS Support Levels Features Hardware and Software Support 24x7x2 Yes Yes Yes Yes Yes Yes Yes CON-C2P 24x7x4 Yes Yes Yes Yes Yes Yes Yes CON-C4P 8x5x4 Yes Yes Yes Yes Yes Yes Yes CON-C4S 8x5xNBD Yes Yes Yes Yes Yes Yes Yes CON-CS Hardware Only 24x7x4 Yes Yes Yes Yes No No No CON-UCW7 8x5xNBD Yes Yes Yes Yes No No No CON-UCW5 Warranty Compared to Service Contract Hardware Replacement Coverage Onsite Support* TAC Support Downloads of BIOS. customers can obtain a new disk drive in exchange for a faulty drive without returning the faulty drive. 15 .3 All the software products from the suppliers listed above require a minimum of one year’s support subscription. your company provides a signed certificate of destruction confirming that the drive has been removed from the system listed. or proactive diagnostics through Smart Call Home. hardwareonly does not entitle you to Cisco UCSM upgrades. is no longer in service. It augments the Cisco UCS warranty by adding the 24x7x4 advance hardware replacement option.

  SMARTnet for Cisco UCS: Hardware and Software Support Levels with Drive Retention Contents Features Hardware Replacement Coverage What are the benefits of SMARTnet service for Cisco UCS with drive retention? The Cisco SMARTnet for Cisco UCS with drive retention service enables you to take and maintain control of your data privacy and security by retaining physical disk media while still taking advantage of Cisco Unified Computing Support Services. All rights reserved. and Firmware Updates Cisco UCSM Updates Yes Yes Yes Yes CONUCSD7 Yes Yes Yes Yes CONUCSD5 Yes No No No CONUCWD7 Yes No No No CONUCWD5 Features and Benefits Cisco UCSM Upgrades Triage Support for Third-Party Software Smart Call Home (Proactive Diagnostics) Comparison to Other Services Contract Types Warranty Compared to Service Contract Availability and More Information  ack to Table B of Contents ©2012 Cisco and/or its affiliates.Cisco SMARTnet Service: Q&A Table 6. Drivers. or sensitive data and disk media • Helping to achieve and demonstrate compliance with legal and regulatory requirements and mandates on data privacy and security • Mitigating potential business and IT risk with company disk media retention and destruction • Simplifying data security procedures and processes • Enabling confidence with company control of data at all times Hardware and Software Support 24x7x4 Yes Yes Yes 8x5xNBD Yes Yes Yes Hardware Only 24x7x4 Yes Yes Yes 8x5xNBD Yes Yes Yes Cisco SMARTnet Service Overview Onsite Support TAC Support Downloads of BIOS. 16 . This document is Cisco Public Information. Benefits include: • Maintaining company control of your proprietary. confidential.

proactive. and High-Touch Engineering Service for your entire network. proactive diagnostics and immediate alerts on select devices enabled with Cisco Smart Call Home feature. • Optional onsite service that provides a field engineer who can install replacement parts at your location. Cisco SMARTnet Service Features and Benefits Comparison to Other Services Cisco SMARTnet is a technical service delivered by Cisco that is both responsive and proactive. real-time troubleshooting. direct access to Cisco for rapid issue resolution. and next-business-day (NBD). This document is Cisco Public Information. SMARTnet offers: • Direct access 24 hours a day. system-wide remote network monitoring. Telepresence and integrated services router (ISR) products. Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. priority-level service and support from an assigned team of Cisco technical experts. Please contact your local representative or Cisco partner to find out which option is right for you. • Advance Hardware replacement options. and tools. proactive notifications. Telepresence. you may choose to add Cisco Remote Management Service to your SMARTnet contract. security. Warranty Compared to Service Contract • Extensive self-help support through Cisco’s online knowledge base. 365 days a year to specialized experts in the Cisco Technical Assistance Center (TAC). the flexibility of device-by-device coverage. Where technology-specific bundles are not available. Cisco SMARTnet Service is the support option. and premium service levels to support Cisco devices. Cisco SMARTnet Service Overview The Cisco Technical Services portfolio offers a comprehensive list of both responsive and proactive services to provide you with the ideal service level to meet your business needs. including 2-hour. You may choose to purchase these technology-­ specific bundles instead of SMARTnet. application support. Focused Technical Support Services for Priority. unified communications. Customers improve efficiencies and conserve valuable resources by out-tasking network operations and management of Cisco technologies. All rights reserved. including both minor and major releases within your licensed feature set. • Operating system (OS) software updates. and protect your IT investment. resources. Remote Management Service is available for Cisco foundation technologies. Three levels of service are available: High-Touch Operations Management Service. Remote Management Service If you are looking for a full-service offering from Cisco. as well as return for repair (RFR). Personalized Support Cisco Focused Technical Support Service may be added to SMARTnet for companies that require personalized. Data Center as well as emerging solutions. management. • Smart. security.Cisco SMARTnet Service: Q&A Contents Cisco SMARTnet Compared to Other Cisco Technical Services How does Cisco SMARTnet Service compare to other Cisco Technical Service offerings? Technology-Specific Service Bundles Several technology-specific service bundles are available that offer system-wide hardware and OS service. High-Touch Technical Support Service. and remediation delivered by Cisco Services experts. communities. 17 . The service is beneficial to companies that have in-house IT staff and want anytime. 4-hour. ­ and various other service capabilities for unified communications. Remote Management Service provides continuous. Helping you maintain the health of your network. promote higher network availability.

Cisco Software Application Support Service with or without upgrades can be added to the Cisco SMARTnet Service contract. access to self-help tools and documentation for your Cisco applications and minor updates. 18 . two. SMARTnet and Unified Communications Software Support Warranty Compared to Service Contract Availability and More Information For Unified Communications customers with a SMARTnet contract that would like software application support. The basic Software Application Support (SAS) Service provides direct access to software engineers at the Cisco Technical Assistance Center. use the Service Finder tool. or three year subscription. including on-site options. SP Base offers a variety of service levels and product coverage. you may purchase Software Application Support plus Upgrades (SASU) which offers major upgrades in addition to the basic SAS capabilities. Cisco Software Application Support helps maintain the performance and availability of applications for a range of Cisco technologies. which includes application updates. Cisco Smart Foundation Service provides the following: • Advance Hardware replacement – Next Business Day (8 x 5 x NBD) • Business hours (8 AM – 5 PM) access to SMB TAC (access levels vary by region) • Cisco. For an up to date list of the services available for your technologies.  Software Application Support Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services For support on Cisco application software running on your network. Major software version upgrades may be obtained by purchasing the Cisco Unified Communications Software Subscription at a reduced cost through a one. you may purchase UC Essential Operate Service (ESW).  ack to Table B of Contents ©2012 Cisco and/or its affiliates. Cisco Smart Foundation Service is designed for SMBs that require support on select Cisco SMB products and have up to 250 network users or 50 network devices. This document is Cisco Public Information.com SMB knowledgebase • Online network troubleshooting tools designed for SMB • Operating system software updates for bug fixes Contents SP Base offers a set of service levels similar to SMARTnet but focused on Service Provider needs. Or. All rights reserved.Cisco SMARTnet Service: Q&A Network Support for Service Provider Production Network Cisco Smart Foundation for Small and Medium Business Small and medium-sized businesses (SMBs) may also choose Cisco Smart Foundation Service instead of Cisco SMARTnet Service for their SMB data-class Cisco products.

They are limited in both the duration and the support they offer. The warranty is explicitly “as is. All rights reserved. This document is Cisco Public Information. or any of the additional benefits obtained under a support service contract. Elements covered under a typical Cisco warranty are: • Hardware: This guarantees that the piece of hardware will be free of defects in material and workmanship under normal use.Cisco SMARTnet Service: Q&A Contents Cisco Warranty Compared to Cisco Service Contract What is included in a Cisco warranty? Warranties provide short-term limited liability for Cisco to repair and/or replace defects in Cisco products. software updates. 19 .” and no new releases are included. It is the responsibility of Cisco to repair and/or replace the Cisco product within the time frame specified in the warranty card that accompanied the originally purchased Cisco product. or it will be replaced by Cisco in the designated time period. Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services Warranty Compared to Service Contract Availability and More Information > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. • Software: This guarantees that the physical media are free from defects or they will be replaced by Cisco. and most warranties do not include Cisco TAC support.

why should I buy Cisco SMARTnet Service during the warranty duration? The Cisco SMARTnet Service provides more robust levels of support than are available under a Cisco warranty (see Table 7). 20 . 4-hour.Cisco SMARTnet Service: Q&A Contents If a product is already covered under the standard Cisco warranty. including both minor and major releases within the licensed feature set • Registered access to online self-help resources and tools • Proactive troubleshooting and alerts for Call Home capable devices Cisco SMARTnet Service Overview Features and Benefits Table 7. 3. 5. see Cisco SMARTnet data sheet for additional information. > Continued  ack to Table B of Contents ©2012 Cisco and/or its affiliates. Return for Repair on select video products only. 2. All rights reserved. and Cisco Unified Computing System Manager (Cisco UCSM).  Some products come with different warranties. For most products.com/go/warranty for more information 4. Warranty only makes sure that software media is defect free and the software substantially conforms to published specifications. as well as Return for Repair on select video products) • Continuous technical support through the Cisco TAC • Latest OS updates. or 2-hour dispatch options (restrictions apply. Cisco warranties are limited in duration (detailed specifically by product type) compared to Cisco SMARTnet Service. Some equipment exclusions might apply. Features available under a Cisco SMARTnet Service contract that are not covered under a warranty are: • Rapid replacement of hardware in NBD. drivers.com Yes Smart Call Home Diagnostics and Alerts Yes Duration Renewable contracts Hardware Replacement Advance hardware replacement: • 24x7x2 hour • 24x7x4 hour • 8x5x4 hour • 8x5xNBD Onsite options available Other: • RFR2 Cisco OS Updates Yes. Please see www. This document is Cisco Public Information.cisco. Cisco Unified Computing System also includes ongoing downloads of BIOS. firmware. Cisco SMARTnet Service Compared to Warranty Equipment Covered Cisco TAC Support Yes Registered Access to Cisco. updates within the licensed feature set5 Comparison to Other Services Cisco SMARTnet Service All 1 Warranty Compared to Service Contract Cisco Standard Hardware Warranty All1 Standard hardware: 90 days3 Standard software: 90 days3 Advance replacement (10 days)3 No4 No No No Availability and More Information 1. consult a service sales representative for more details.

21 . All rights reserved. and operating efficiently by: • Keeping your networking technology up-to-date with the latest OS software features and system improvements within your licensed feature set • Supplementing your network support organization to help ensure the availability of the knowledge and skills necessary to address rapidly changing technologies • Providing access to knowledgeable resources and tools for rapid resolution of issues • Eliminating the challenges of carrying replacement hardware in inventory and delivering them to remote sites Cisco SMARTnet Service Overview Features and Benefits Comparison to Other Services • Providing optional trained field engineering resources to perform replacement services when and where you need them • Troubleshooting Call Home-capable devices in real time and reporting details back to you Warranty Compared to Service Contract Availability and More Information  ack to Table B of Contents ©2012 Cisco and/or its affiliates. This document is Cisco Public Information. secure.Cisco SMARTnet Service: Q&A Contents How does Cisco SMARTnet Service help support the life of my network? Cisco SMARTnet Service helps maintain network health to keep your network available.

This document is Cisco Public Information. Cisco SMARTnet Service Overview More Information Where can I find more information about Cisco SMARTnet Service? You can find more information about Cisco SMARTnet Service at www. there are other Cisco Service that provide technical service and support and may be appropriate for your company. Middle East.cisco. Cisco is continually expanding its service areas and has more than 1100 service depots in operation. View more information about Cisco Technical Services. In addition. Asia.com/go/smartnet. the Cisco Service Availability Matrix (SAM) tool can be used to verify the available product services worldwide. Features and Benefits Are there other Cisco Services that provide technical support? Yes. depending on the size of your business and the technologies you are currently implementing. and Latin America. All rights reserved. 22 .Cisco SMARTnet Service: Q&A Availability Contents Where is Cisco SMARTnet support available? Cisco SMARTnet support is available throughout the world with some service-level exceptions in Europe. Comparison to Other Services Warranty Compared to Service Contract Availability and More Information  ack to Table B of Contents ©2012 Cisco and/or its affiliates. Africa.

Ltd. and other countries. (1110R) . go to this URL: www.S. The Netherlands Cisco has more than 200 offices worldwide. ack to Table B of Contents Americas Headquarters Cisco Systems.cisco. CA Asia Pacific Headquarters Cisco Systems (USA) Pte. phone numbers. To view a list of Cisco trademarks. Inc.cisco. San Jose. Third party C67-713626-00 0812 trademarks mentioned are the property of their respective owners. Addresses. and fax numbers are listed on the Cisco Website at www.com/go/offices. The use of the word partner does not imply a partnership relationship between Cisco and any other company. Singapore Europe Headquarters Cisco Systems International BV Amsterdam.com/go/trademarks. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.