Q&A

Cisco SMARTnet Service

 Cisco SMARTnet Service: Q&A

Contents
Table of Contents
Cisco SMARTnet Service Overview 4 What is a feature set upgrade? Is it included in the
Cisco SMARTnet programs? 9
What is Cisco SMARTnet Service? 4
What software am I entitled to with Cisco SMARTnet? 9
What is included with Cisco SMARTnet Service? 4
Cisco SMARTnet Is support for Cisco application software products, such as
Why should you purchase Cisco SMARTnet Service? 4
Service Overview security, IP telephony, and network management, included
How do you purchase Cisco SMARTnet Service? 4 in the Cisco SMARTnet Service? 10
Is Cisco SMARTnet Service only limited to break/fix insurance? 5 How are you notified of new OS software releases if you
have a Cisco SMARTnet contract? 10
What additional features are available under the Cisco SMARTnet
onsite option? 5 How can you obtain the software updates included with your
Features and Benefits Cisco SMARTnet Service contract? 10
How should you choose between Cisco SMARTnet and
Cisco SMARTnet onsite? 5 Can you purchase Cisco SMARTnet Service for a Cisco device that
has not been covered previously by a Cisco service contract? 10
Features and Benefits: Service Capabilities 6
Does Cisco SMARTnet include entitlement to remote or onsite
What are service capabilities for SMARTnet? 6 software update installation services? 10
Comparison to Can I get support from the Cisco TAC if I do not have a Advance Hardware Replacement 10
Other Services service contract? 6
What is Cisco advance hardware replacement? 10
How does the Cisco TAC prioritize service requests? 6
Is Cisco advance hardware replacement available globally? 10
What are some of the industry certifications and awards Cisco
has ­received for its technical support services? 7 What are the different response times available for the hardware
replacement options? 11
Cisco Support and Documentation Website 8
Warranty Compared Are parts always delivered the next business day if the user has a
to Service Contract What are online self-help support resources and tools? 8 contract with that option? 11
What type of resources and tools are available on the What are the dispatch guidelines for delivery of parts
support website? 8 within 4 hours? 12
Operating System Software Support 9 What if my company does not have the technical resources
Are Cisco software updates included with the Cisco SMARTnet available to install advance hardware replacement products? 12
Availability and
contract? 9
More Information Who is responsible for returning defective parts that have
What is the value of these operating system updates been replaced by one of the hardware replacement programs? 12
to my business? 9
Other vendors say they offer software upgrades. Why does
Cisco only offer software “updates” with Cisco SMARTnet? 9

> Continued

©2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 2
 Cisco SMARTnet Service: Q&A

Contents
Table of Contents
Continued
Cisco Smart Call Home 12 Cisco SMARTnet Compared to Other Cisco 
What is Cisco Smart Call Home? 12 Technical Services 17
Cisco SMARTnet What devices support Smart Call Home? 12 How does Cisco SMARTnet Service compare to other
Service Overview Cisco Technical Service offerings? 17
What Cisco OS software release is required to use
Smart Call Home? 12 Cisco SMARTnet Service 17

How can you purchase a Cisco SMARTnet Service Technology-Specific Service Bundles 17
contract to cover Call Home-capable devices? 12 Remote Management Service 17
Who receives alerts? 12 Focused Technical Support Services for Priority,
Features and Benefits Personalized Support 17
What kinds of events trigger alerts? 13
Is a historical record kept of the alerts that are sent? 13 Network Support for Service Provider Production Network 18

Are the alert messages secure? 13 Software Application Support 18

How does Smart Call Home diagnose potential problems? 13 SMARTnet and Unified Communications Software Support 18
Comparison to Cisco Smart Foundation for Small and Medium Business 18
How do Cisco Generic Online Diagnostics (GOLD)
Other Services help reduce troubleshooting time? 13 Cisco Warranty Compared to Cisco Service Contract 19
When does Smart Call Home automatically generate What is included in a Cisco warranty? 19
a service request to the Cisco TAC? 14
If a product is already covered under the standard
How are you notified that a service request has Cisco warranty, why should I buy Cisco SMARTnet
Warranty Compared been opened? 14 Service during the warranty duration? 21
to Service Contract Unique SMARTnet Features and Service Levels for How does Cisco SMARTnet Service help support
Unified Computing System 14 the life of my network? 21
What is the support offer for Cisco Unified Computing
System (Cisco UCS)? 14
Resources 22
Availability 22
How do I get support for third-party software on
Availability and Cisco Unified Computing System? 14 Where is Cisco SMARTnet support available? 22
More Information
What does Independent Software Vendor Application More Information 22
Services (ISV1) Support include? 14
Where can I find more information about Cisco
What third-party software companies are supported? 15 SMARTnet Service? 22
What is the hardware-only SMARTnet service level? 15 Are there other Cisco Services that provide
technical support? 22
What is SMARTnet for Cisco UCS with drive retention? 15
What are the benefits of SMARTnet service for
Cisco UCS with drive retention? 16

©2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 3
 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, anytime access
to Cisco experts and online self-help resources required to
resolve issues with most Cisco products. With SMARTnet
Cisco SMARTnet Service, you can choose from a broad range of service delivery
Service Overview
options for Cisco products.

What is included with Cisco SMARTnet Service?

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

Is Cisco SMARTnet Service only limited to break/fix insurance? How should you choose between Cisco SMARTnet and Cisco
No. The Cisco SMARTnet Service offers you help handling SMARTnet onsite?
Contents complex network operation and management issues such as: Cisco SMARTnet onsite support is the appropriate choice when:
• Advance software configuration • You do not have the appropriate expert resources at a given
• Interoperability and upgrade questions site, such as a remote site.

• Hardware and software information • Trained personnel are not readily available to react quickly to
Cisco SMARTnet a network issue. The Cisco SMARTnet onsite service option
Service Overview In addition, Cisco SMARTnet Service helps you protect your provides rapid replacement of hardware.
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
Features and Benefits
• 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
Comparison to
rapid resolution of issues
Other Services
• Eliminating the challenges of carrying replacement hardware
in inventory and delivering them to remote sites
• Providing optional trained field engineering resources
Warranty Compared to perform replacement services when and where you
to Service Contract 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
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, with the addition of an onsite technician for parts
replacement and installation. It is available with all SMARTnet
advance hardware replacement service levels.

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 Cisco SMARTnet Service: Q&A

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

• Visibility into issue resolution status: You are kept up-to- • Severity 2: When the operation of an existing network or
date on all changes to your case through email notifications environment is severely degraded or significant aspects
and personalized handoffs between you and Cisco engineers > Continued
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 Cisco SMARTnet Service: Q&A

of the end user’s business operation are being negatively • Severity 4: When information is required on Cisco product
affected by unacceptable network performance. Cisco and capabilities, installation, or configuration and there is little or
Contents the end user will commit full-time resources during standard no effect on the end user’s business operation. Cisco and
business hours to resolve the situation. the customer are willing to provide resources during standard
• Severity 3: When the operational performance of the business hours to provide information or assistance as
network or environment is impaired while most business requested.
operations remain functional. Cisco and the end user are
Cisco SMARTnet What are some of the industry certifications and awards
Service Overview willing to commit resources during standard business hours
Cisco has received for its technical support services?
to restore service to satisfactory levels.
Table 2 shows recent certifications and awards.
Table 2. Industry-Recognized High-Quality Technical Service

Awards
Features and Benefits J.D. Power and Associates Cisco Systems, Inc., Global has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service
2011 Certification Experience.” The Certified Technology Service and Support program honors companies that deliver outstanding technical support.
J.D. Power and Associates is a global marketing information services company operating in key business sectors including market
research, forecasting, performance improvement, web intelligence, and customer satisfaction.

The J.D. Power and Associates 2011 Certified Technology Service & Support Program was developed in conjunction with the
Comparison to Technology Services Industry Association (TSIA). For more information, visit www.jdpower.com or www.tsia.com.
Other Services TSIA Hall of Fame Lifetime The STAR Awards are one of the highest honors in the technology services industry, acknowledging the contribution of companies
Achievement Award to the continual improvement of technology services delivery industry-wide. In 2011, Cisco was included in the STAR Award Hall of
Fame for winning 15 STAR Awards since the inception of the awards. Cisco was also recognized for excellence in service delivery
optimization and innovative online support.
TSIA Support Staff Excellence In 2011, TSIA recognized Cisco for commitment to operational excellence in support operations.
Warranty Compared Certification
to Service Contract Association of Support This industry award recognizes websites that exhibit best practices based on 25 different performance metrics, including usability,
Professionals (ASP) Awards knowledgebase implementation, customer experience, and use of technology.

Cisco was named to the ASP Web Support Hall of Fame, which honors websites that have been named among the “Ten Best Web
Support Sites” for at least four years. The support website on Cisco.com has earned a position as one of the Ten Best Web Support
Sites in 1998, 1999, 2002, 2005, 2007, 2008, 2010, and 2011.
Availability and
2010 M2M Value Chain The prestigious M2M Value Chain Award recognizes the most successful corporate adopters of machine-to-machine (M2M)
More Information Award technology as well as the team of solution providers that made their success possible. The 2010 award recognized Itron’s global
implementation of Cisco Smart Call Home on its Cisco Catalyst® 6500 switches, providing continuous device monitoring, alert
notifications, and remediation. Cisco was honored as the technology enabler that made the Smart Call Home proactive diagnostics
alert solution possible.
siteIQ Annual Website The Cisco Support website continues to lead in usability and major trends. In October 2011, the Cisco Support website was rated “#1
Ranking in Usability” by siteIQ industry analysts.
Forrester Groundswell Award 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

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 Cisco SMARTnet Service: Q&A

Cisco Support and Documentation Website What type of resources and tools are available on the
support website?
What are online self-help support resources and tools?
Contents Our award-winning, industry-leading online support and
There are extensive online resources and tools for customers
information system includes a TAC service request tool, MyCisco
who have a Cisco service contract. This valuable information
personalized online support, and extensive troubleshooting tools.
helps your staff update their own networking knowledge and
The Support and Documentation website is your access to the
rapidly solve network issues. In fact, the self-help technical
robust set of Cisco technical tools and product information,
Cisco SMARTnet support resources available through your Cisco SMARTnet
which increases self-sufficiency and builds in-house expertise
Service Overview Service contract are so comprehensive that customers typically
for improved productivity. Table 3 shows included online
can solve 80 percent of service problems using online resources
troubleshooting tools and support resources.
without needing to open a service request. The Cisco support
experience offers tools and resources to assist in your network
operations 24 hours a days, 365 days a year.
Features and Benefits

Table 3. Cisco Online Support Tools and Resources

Online Support Resources

Comparison to Software downloads Get the latest updates, patches, and releases of Cisco software.
Other Services
Software Advisor Choose appropriate software for your network device by matching software features to Cisco OS software releases, comparing
Cisco OS software releases, or determining which software releases support your hardware.
Bug Toolkit Quickly find software bug fixes based on version and feature sets.
TAC case collection Interactively diagnose common problems involving hardware, configuration, and performance issues with solutions provided by
Warranty Compared TAC engineers.
to Service Contract Error message decoder Look up explanations for console error message strings listed in the Cisco Software System Messages guide.
Command Lookup Tool Look up a detailed description for a particular Cisco OS software, Cisco Catalyst, or ASA command.
Output Interpreter Receive instant troubleshooting analysis and course of action for your router or switch using collected show command output.
Technical documents Access to over 90,000 technical documents, including product and technology integration documentation for Cisco and third-
Availability and party products as well as troubleshooting guides and release notes.
More Information TAC Service Request Tool Through the TAC Service Request Tool, you can reduce the time you spend submitting and tracking service requests.
Peer-to-peer online forum A peer-to-peer online forum allows you to share questions, suggestions, and information with other networking professionals.
MyCisco A personalized web portal, “MyCisco,” allows you to find the information you need in one place, customized to your network,
including new software releases, bug reports and repairs, and troubleshooting tools.
Cisco Technical Services A newsletter that alerts subscribers to new technical tools, resources, and exclusive networking tips every month.
Newsletter

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 Cisco SMARTnet Service: Q&A

Operating System Software Support Other vendors say they offer software upgrades. Why does
Cisco only offer software “updates” with Cisco SMARTnet?
Are Cisco software updates included with the Cisco
Contents It is really just a difference in terminology. Cisco uses the term
SMARTnet contract?
“upgrade” when a customer moves from one software feature
Yes. All Cisco OS software updates for licensed feature
set to another. “Major releases” within a software feature set
sets for the customer’s covered platform are provided by
are the Cisco equivalent to what other vendors call software
Cisco SMARTnet. Software updates include bug fixes and
upgrades such as an upgrade from 2.X to 3.X.
Cisco SMARTnet maintenance, minor, and major releases within a feature
Service Overview set. There is no additional charge for updates as long as the What is a feature set upgrade? Is it included in the Cisco
product remains under Cisco SMARTnet coverage. SMARTnet programs?
• Major release (version or main line): Consolidates previous A feature set upgrade is a separately licensed and priced
bug fixes, maintenance and previous early deployment software release that contains enhanced configurations and/
releases, and/or new capabilities into a single release— or features that provide additional capabilities. For example,
Features and Benefits
for example, 12.0 or 12.0M moving to 13.0 or 13.0M, customers must purchase the upgrade from the IP Base to
respectively. Enterprise Base feature set or from IP Base to Advance Security
• Minor release: Internal to Cisco for Cisco OS software; which includes new feature sets for Cisco 12000 Series Routers
synonymous with a major release—for example, 12.3 or and Cisco 2800 and 3800 Series Integrated Services Routers.
Comparison to 12.3M moving to 12.4 or 12.4M, respectively. These feature set upgrades are not included as part of a Cisco
Other Services SMARTnet or SMARTnet onsite program.
• Maintenance release: Includes bug fixes—for example,
12.2(16), 12.2(16a), or 12.2.16. Also includes new point What software am I entitled to with Cisco SMARTnet?
features or early deployment release—for example, 12.2(8)T,
You are entitled to all operating system software updates within
12.2. (8)T1, 12.2.8T, or 12.2.8T1.
Warranty Compared your licensed feature set for covered devices. This includes
to Service Contract What is the value of these operating system updates to operating system bug fixes and maintenance, minor, and major
my business? releases. SMARTnet support for Cisco Unified Computing
System™ includes ongoing downloads of BIOS, drivers,
Operating System updates help your business take advantage
firmware, and Cisco Unified Computing System Manager (Cisco
of new technology innovation, get a greater return on
UCSM). Similar to other servers, Cisco UCS® runs an operating
Availability and investment, and lower your total cost of ownership while staying
system provided by third-party vendors such as Microsoft or
More Information competitive in today’s global economy. The cost of purchasing
RedHat. For details on the support offer for these software, see
new OS releases compared to having them included in your
the section on Unified Computing Third-Party Software.
technical support contract can be several times more expensive.
Receiving OS updates as part of your SMARTnet contract
can lower operating costs while giving you a higher return on
investment. When properly deployed, OS updates also help
you retain and extend the value of your IT investment. New OS
features within your licensed feature set can enable greater
> Continued
network capacity, Advance security and regulatory compliance
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 Cisco SMARTnet Service: Q&A

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

What are the different response times available for the • Return for repair (RFR): Customer returns failed hardware
hardware replacement options? to Cisco for repair. Cisco will use commercially reasonable
Contents The following replacement service-level options are available on efforts to repair failed hardware and ship hardware to
Cisco SMARTnet Service (see Table 4): customer within 30 days from receipt of failed hardware.

• Next business day (NBD): Advance replacement parts, with Are parts always delivered the next business day if the user
or without a field engineer, are delivered the next business has a contract with that option?
Cisco SMARTnet day between 9 a.m. and 5 p.m. (provided the request is
Parts are delivered the next business day during regular
Service Overview received before 3 p.m. local depot time).
business hours, where available, provided that Cisco’s
• 8x5x4*: Advance replacement parts are delivered within 4 determination of hardware failure has been made before 3 p.m.
hours of determining that part replacement is required during depot time. If request is made after 3 p.m. depot time, Cisco will
a standard work week (8 hours per day, 5 days per week). ship the replacement the next business day. If next-business-
• 24x7x4*: Advance replacement parts are delivered within 4 day service is not available, Cisco offers same-day-ship (SDS)
Features and Benefits
hours of determining that part replacement is required during service, where the parts are shipped from the depot the same
a standard work week (24 hours per day, 7 days per week). day. However, for receiving locations outside the United States,
the exact delivery date is subject to issues outside of Cisco
• 24x7x2*: Advance replacement parts are delivered within 2 control, such as customs and duty for the receiving country.
hours of determining that part replacement is required during Contact your Cisco representative to verify what level of service
Comparison to a standard work week (24 hours per day, 7 days per week).
Other Services is available in your area or view the Service Availability Matrix.

*Equivalent onsite service options are available that provide a trained field engineer to install the
replacement part when it arrives at your site.

Warranty Compared Table 4. Service-Level Options

to Service Contract
Operating System Smart Services
Cisco TAC Hardware Cisco. com Software and Diagnostics and
Engineers Replacement Online Resources Support Eligible Devices Alerts Onsite Engineer
Cisco SMARTnet Unlimited 24x7 Advance Special Ongoing updates All Smart Call Home Only with
Service access Replacement: entitlement access within the licensed on Call Home- SMARTnet onsite
Availability and • 24x7x2 hour feature set2 capable devices service option
More Information • 24x7x4 hour
• 8x5x4 hour
• 8x5xNBD

Other:
• RFR1

1. Return for repair on select video products only.

2. Cisco Unified Computing System also includes ongoing downloads of BIOS, drivers,
firmware, and Cisco Unified Computing System Manager (Cisco UCSM) as part of
operating system software and support.
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 Cisco SMARTnet Service: Q&A

What are the dispatch guidelines for delivery of parts within Call home-enabled devices can continuously monitor their
4 hours? own health and automatically notify you of potential issues
Contents The 4-hour measurement starts from the time the Cisco TAC using secure transmissions. If a serious problem arises, Smart
determines that a part should be replaced and dispatches a Call Home automatically detects it and can generate a Cisco
part or a field engineer. Technical Assistance Center (TAC) service request to remediate
the issue. Smart Call Home also provides you with access to
What if my company does not have the technical resources a Smart Call Home web portal that contains personalized Call
Cisco SMARTnet available to install advance hardware replacement products? Home messages, recommendations, and more for all your Call
Service Overview Home devices.
The Cisco SMARTnet Service has service levels that include
an onsite option. If you purchase one of those service levels,
What devices support Smart Call Home?
Cisco provides a field engineer to install advance hardware
replacement at your site. Smart Call Home is available on select devices and additional
Cisco devices will be added over time. For a complete list of call
Features and Benefits
Who is responsible for returning defective parts that have home-capable devices go to www.cisco.com/go/smartcall.
been replaced by one of the hardware replacement programs?
What Cisco OS software release is required to use Smart
You, as the Cisco SMARTnet customer, are responsible for
Call Home?
obtaining a return materials authorization (RMA) number to return
Comparison to the product. Cisco will provide prepaid air bills for the shipment Refer to the Quick Start Guide at www.cisco.com/go/smartcall
Other Services of RMA equipment located in the United States and Canada. for the correct OS version for the call home-capable device you
Policies outside the United States and Canada might vary by are configuring. Please note that you must have an appropriate
region. Contact your local Cisco representative for details about technical service contract in place to access the latest version of
the policy in your region. the OS software from this website.

Warranty Compared How can you purchase a Cisco SMARTnet Service contract to
to Service Contract Cisco Smart Call Home
cover Call Home-capable devices?
What is Cisco Smart Call Home?
Smart Call Home is included in the purchase price of Cisco
Cisco Smart Call Home, a secure, smart service capability SMARTnet Service. You may contact your local representative or
of Cisco SMARTnet Service, provides proactive, detailed Cisco partner to purchase Cisco SMARTnet Service. Customers
Availability and diagnostics and real-time alerts on many products to help you can use the Partner Locator tool to find a partner near them.
More Information identify and resolve issues quickly, conserving valuable staff
time and improving network availability. With automated network Who receives alerts?
device monitoring, Smart Call Home dynamically and securely When the Call Home profile on the device is set up, you
gathers device information, sending an alert when a problem is specify who receives alerts, how these messages should be
detected. Using Cisco intellectual capital, Smart Call Home can transported, and what types of events prompt alerts. In addition,
enable early diagnosis and remediation of device-related issues you can specify multiple people to be notified: your staff, your
through proactive, rules-based problem resolution. As a result, authorized Cisco partner, and/or the Cisco TAC. If the Cisco TAC
customers can dramatically streamline their device maintenance,
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 Cisco SMARTnet Service: Q&A

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

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 Cisco SMARTnet Service: Q&A

When does Smart Call Home automatically generate a service • Access to software updates such as BIOS, firmware, drivers,
request to the Cisco TAC? and Cisco UCS Manager
Contents For select events, an alert is sent to you, and a service request • Downloads of Cisco Unified Computing System Manager
is automatically opened with the Cisco TAC. View the complete updates and upgrades for systems with Cisco UCSM with
list of alerts that generate a service request. appropriate software licensing

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

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 Cisco SMARTnet Service: Q&A

What third-party software companies are supported? Unlike hardware and software support service levels, hardware-
Currently supported third-party software companies/products only does not entitle you to Cisco UCSM upgrades, triage sup-
Contents are as follows: port for third-party software, or proactive diagnostics through
Smart Call Home. Review Table 5 for the features of the service
• VMware vCenter and vSphere 5
levels.
• BMC Cloud Lifecycle Management
What is SMARTnet for Cisco UCS with drive retention?
• Microsoft Windows Server 2008 ST/NT, 2003 R2 ST
Cisco SMARTnet With the Cisco SMARTnet for Cisco UCS with drive retention
Service Overview • Novell SUSE Enterprise Linux Server v11 service, customers can obtain a new disk drive in exchange for
• Red Hat Enterprise Linux 5.3 a faulty drive without returning the faulty drive. In exchange for
a Cisco replacement drive, your company provides a signed
All the software products from the suppliers listed above require
certificate of destruction confirming that the drive has been
a minimum of one year’s support subscription.
removed from the system listed, is no longer in service, and has
Features and Benefits
What is the hardware-only SMARTnet service level? been destroyed. Please view Table 6 for the SMARTnet for Cisco
UCS with drive retention service levels.
The hardware-only service level is an option available only for
Cisco UCS products. It augments the Cisco UCS warranty by
adding the 24x7x4 advance hardware replacement option.
Comparison to
Other Services
Table 5. SMARTnet for Cisco UCS Support Levels

Features Hardware and Software Support Hardware Only

Hardware Replacement Coverage 24x7x2 24x7x4 8x5x4 8x5xNBD 24x7x4 8x5xNBD
Warranty Compared
to Service Contract Onsite Support* Yes Yes Yes Yes Yes Yes
TAC Support Yes Yes Yes Yes Yes Yes
Downloads of BIOS, Drivers, Yes Yes Yes Yes Yes Yes
and Firmware Updates
Cisco UCSM Updates Yes Yes Yes Yes Yes Yes
Availability and
More Information Cisco UCSM Upgrades Yes Yes Yes Yes No No

Triage Support for Third-Party Yes Yes Yes Yes No No

Software
Smart Call Home (Proactive Yes Yes Yes Yes No No
Diagnostics)
Contract Type CON-C2P CON-C4P CON-C4S CON-CS CON-UCW7 CON-UCW5
* Four “No On-Site” Support offering options are also available under the hardware and software Support model.

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 Cisco SMARTnet Service: Q&A

Table 6. SMARTnet for Cisco UCS: Hardware and Software Support What are the benefits of SMARTnet service for Cisco UCS with
Levels with Drive Retention drive retention?
Contents Hardware and The Cisco SMARTnet for Cisco UCS with drive retention service
Features Software Support Hardware Only
enables you to take and maintain control of your data privacy
Hardware Replacement 24x7x4 8x5xNBD 24x7x4 8x5xNBD and security by retaining physical disk media while still taking
Coverage
advantage of Cisco Unified Computing Support Services.
Onsite Support Yes Yes Yes Yes
Cisco SMARTnet Benefits include:
TAC Support Yes Yes Yes Yes
Service Overview • Maintaining company control of your proprietary, confidential,
Downloads of BIOS, Yes Yes Yes Yes
Drivers, and Firmware or sensitive data and disk media
Updates
• Helping to achieve and demonstrate compliance with legal
Cisco UCSM Updates Yes Yes Yes Yes
and regulatory requirements and mandates on data privacy
Cisco UCSM Upgrades Yes Yes No No
Features and Benefits and security
Triage Support for Yes Yes No No
Third-Party Software • Mitigating potential business and IT risk with company disk
Smart Call Home Yes Yes No No media retention and destruction
(Proactive Diagnostics)
• Simplifying data security procedures and processes
Contract Types CON- CON- CON- CON-
Comparison to UCSD7 UCSD5 UCWD7 UCWD5 • Enabling confidence with company control of data at all times
Other Services

Warranty Compared
to Service Contract

Availability and
More Information

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 Cisco SMARTnet Service: Q&A

Cisco SMARTnet Compared to Other Technology-Specific Service Bundles

Cisco Technical Services Several technology-specific service bundles are available that
Contents ­offer system-wide hardware and OS service, application support,
How does Cisco SMARTnet Service compare to other Cisco and various other service capabilities for unified communications,
Technical Service offerings? security, Telepresence and integrated services router (ISR) prod-
The Cisco Technical Services portfolio offers a comprehensive ucts. You may choose to purchase these technology-­specific
list of both responsive and proactive services to provide you with bundles instead of SMARTnet. Where technology-specific
Cisco SMARTnet
the ideal service level to meet your business needs. Helping you bundles are not available, Cisco SMARTnet Service is the support
Service Overview
maintain the health of your network, promote higher network option. Please contact your local representative or Cisco partner
availability, and protect your IT investment. to find out which option is right for you.

Cisco SMARTnet Service Remote Management Service

Features and Benefits Cisco SMARTnet is a technical service delivered by Cisco that If you are looking for a full-service offering from Cisco, you
is both responsive and proactive. The service is beneficial to may choose to add Cisco Remote Management Service to your
companies that have in-house IT staff and want anytime, direct SMARTnet contract. Remote Management Service provides
access to Cisco for rapid issue resolution, the flexibility of continuous, proactive, system-wide remote network monitoring,
device-by-device coverage, real-time troubleshooting, proac- management, and remediation delivered by Cisco Services
Comparison to tive notifications, and premium service levels to support Cisco experts. Customers improve efficiencies and conserve valuable
Other Services devices. SMARTnet offers: resources by out-tasking network operations and management of
Cisco technologies. Remote Management Service is available for
• Direct access 24 hours a day, 365 days a year to specialized
Cisco foundation technologies, unified communications, security,
experts in the Cisco Technical Assistance Center (TAC).
Telepresence, Data Center as well as emerging solutions.
• Extensive self-help support through Cisco’s online
Warranty Compared knowledge base, communities, resources, and tools. Focused Technical Support Services for Priority,
to Service Contract
• Smart, proactive diagnostics and immediate alerts on select Personalized Support
devices enabled with Cisco Smart Call Home feature. Cisco Focused Technical Support Service may be added to
SMARTnet for companies that require personalized, priority-level
• Operating system (OS) software updates, including both
service and support from an assigned team of Cisco technical
Availability and minor and major releases within your licensed feature set.
experts. Three levels of service are available: High-Touch
More Information • Advance Hardware replacement options, including 2-hour, Operations Management Service, High-Touch Technical Support
4-hour, and next-business-day (NBD), as well as return for Service, and High-Touch Engineering Service for your entire
repair (RFR). network.
• Optional onsite service that provides a field engineer who
can install replacement parts at your location.

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 Cisco SMARTnet Service: Q&A

Network Support for Service Provider Production Network Cisco Smart Foundation for Small and Medium Business
SP Base offers a set of service levels similar to SMARTnet but Small and medium-sized businesses (SMBs) may also choose
Contents focused on Service Provider needs. SP Base offers a variety of Cisco Smart Foundation Service instead of Cisco SMARTnet
service levels and product coverage, including on-site options.  Service for their SMB data-class Cisco products.
Cisco Smart Foundation Service is designed for SMBs that
Software Application Support
require support on select Cisco SMB products and have up to
For support on Cisco application software running on your 250 network users or 50 network devices.
Cisco SMARTnet
Service Overview network, Cisco Software Application Support Service with or
without upgrades can be added to the Cisco SMARTnet Service Cisco Smart Foundation Service provides the following:
contract. The basic Software Application Support (SAS) Service • Advance Hardware replacement – Next Business Day
provides direct access to software engineers at the Cisco (8 x 5 x NBD)
Technical Assistance Center, access to self-help tools and
• Business hours (8 AM – 5 PM) access to SMB TAC
Features and Benefits documentation for your Cisco applications and minor updates. Or,
(access levels vary by region)
you may purchase Software Application Support plus Upgrades
(SASU) which offers major upgrades in addition to the basic SAS • Cisco.com SMB knowledgebase
capabilities. Cisco Software Application Support helps maintain • Online network troubleshooting tools designed for SMB
the performance and availability of applications for a range of
• Operating system software updates for bug fixes
Comparison to Cisco technologies. For an up to date list of the services available
Other Services for your technologies, use the Service Finder tool.

SMARTnet and Unified Communications Software Support

For Unified Communications customers with a SMARTnet
Warranty Compared contract that would like software application support, you may
to Service Contract purchase UC Essential Operate Service (ESW), which includes
application updates. Major software version upgrades may be
obtained by purchasing the Cisco Unified Communications
Software Subscription at a reduced cost through a one, two, or
three year subscription.
Availability and
More Information

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 Cisco SMARTnet Service: Q&A

Cisco Warranty Compared to

Cisco Service Contract
Contents
What is included in a Cisco warranty?
Warranties provide short-term limited liability for Cisco to repair
and/or replace defects in Cisco products. They are limited
in both the duration and the support they offer, and most
Cisco SMARTnet
warranties do not include Cisco TAC support, software updates,
Service Overview
or any of the additional benefits obtained under a support
service contract. 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
Features and Benefits product. 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, or it will be replaced by Cisco in the designated
time period.
Comparison to
Other Services • Software: This guarantees that the physical media are free
from defects or they will be replaced by Cisco. The warranty
is explicitly “as is,” and no new releases are included.

Warranty Compared
to Service Contract

Availability and
More Information

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 Cisco SMARTnet Service: Q&A

If a product is already covered under the standard Cisco • Rapid replacement of hardware in NBD, 4-hour, or 2-hour
warranty, why should I buy Cisco SMARTnet Service during dispatch options (restrictions apply; see Cisco SMARTnet
Contents the warranty duration? data sheet for additional information, as well as Return for
The Cisco SMARTnet Service provides more robust levels of Repair on select video products)
support than are available under a Cisco warranty (see Table 7). • Continuous technical support through the Cisco TAC
For most products, Cisco warranties are limited in duration (de-
• Latest OS updates, including both minor and major releases
tailed specifically by product type) compared to Cisco SMARTnet
Cisco SMARTnet within the licensed feature set
Service. Features available under a Cisco SMARTnet Service
Service Overview
contract that are not covered under a warranty are: • Registered access to online self-help resources and tools
• Proactive troubleshooting and alerts for Call Home -
capable devices

Features and Benefits

Table 7. Cisco SMARTnet Service Compared to Warranty

Registered Smart Call Home

Equipment Cisco TAC Access to Diagnostics
Covered Duration Hardware Replacement Cisco OS Updates Support Cisco.com and Alerts

Comparison to Cisco All1

Renewable Advance hardware Yes, updates Yes Yes Yes
SMARTnet contracts replacement: within the licensed
Other Services Service • 24x7x2 hour feature set5
• 24x7x4 hour
• 8x5x4 hour
• 8x5xNBD
Onsite options available
Warranty Compared
Other:
to Service Contract • RFR2
Cisco All1 Standard hardware: Advance replacement No4 No No No
Standard 90 days3 (10 days)3
Hardware
Warranty Standard software:
Availability and 90 days3
More Information
1. Some equipment exclusions might apply; consult a service sales representative for more details.
2. Return for Repair on select video products only.
3. Some products come with different warranties. Please see www.cisco.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.
5. Cisco Unified Computing System also includes ongoing downloads of BIOS, drivers, firmware, and Cisco Unified Computing System Manager (Cisco UCSM).

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 Cisco SMARTnet Service: Q&A

How does Cisco SMARTnet Service help support the life of

my network?
Contents Cisco SMARTnet Service helps maintain network health to keep
your network available, secure, and operating efficiently by:
• Keeping your networking technology up-to-date with the
latest OS software features and system improvements within
Cisco SMARTnet your licensed feature set
Service Overview • 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
Features and Benefits 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
Comparison to perform replacement services when and where you need
Other Services them
• Troubleshooting Call Home-capable devices in real time and
reporting details back to you

Warranty Compared
to Service Contract

Availability and
More Information

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 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, Middle East, Africa,
Asia, and Latin America. Cisco is continually expanding its service areas and has more than 1100 service depots in operation.
In addition, the Cisco Service Availability Matrix (SAM) tool can be used to verify the available product services worldwide.

Cisco SMARTnet More Information

Service Overview
Where can I find more information about Cisco SMARTnet Service?
You can find more information about Cisco SMARTnet Service at www.cisco.com/go/smartnet.

Are there other Cisco Services that provide technical support?

Features and Benefits
Yes, there are other Cisco Service that provide technical service and support and may be appropriate for your company,
depending on the size of your business and the technologies you are currently implementing. View more information about
Cisco Technical Services.

Comparison to
Other Services

Warranty Compared
to Service Contract

Availability and
More Information

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Americas Headquarters Asia Pacific Headquarters Europe Headquarters

Cisco Systems, Inc. Cisco Systems (USA) Pte. Ltd. Cisco Systems International BV Amsterdam,
San Jose, CA Singapore The Netherlands

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third party
trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) C67-713626-00 0812