Cisco SMARTnet
- 1. SMARTnet An Award Winning Cisco Technical Support. By Muhammad Afaq Ahmad
- 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: