Cisco CON-SNTE-AS5SBK9
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1. service experience that is flexible enough to meet your needs today and in the future Award Winning Service With Cisco you get service and support that consistently win awards year after year The certifications and awards shown in Figure 1 illustrate how Cisco continues to set the standard when it comes to support performance and value to our customers Visit www cisco com go serviceawards to find out more about the industry recognition Cisco has earned for high quality support performance web based support and engineer certifications Ordering Information Cisco SMARTnet Service can be ordered through your local Cisco account representative or Cisco certified partner You can find a Cisco certified partner in your area by searching in the partner locator at www cisco com go partnerlocator Why Cisco Services Cisco Services make networks applications and the people who use them work better together Today the network is a strategic platform in a world that demands better integration between people information and ideas The network works better when services together with products create solutions aligned with business needs and opportunities Figure 1 Industry Recognized High Quality Service sspA y starxaward best practices 2009 STAR Award for Best Practices In 2009 Cisco was presented with two STAR Awards for Best Practices These awards for Best Practices recognize companies for developing implementing and benchmar2. software 90 days 1 Advance hardware replacement is available in various service level combinations For example 8x5xNBD indicates that a technical support engineer is available 24x7 and advance hardware replacement is available 8 hours per day delivering the replacement hardware during normal business hours only 5 days a week with next business day delivery 2 Return for Repair on select video products only 3 Some equipment exclusions might apply consult service sales representatives for more details 4 Optical networking products offer 5 year limited hardware warranty with 15 days return to factory replacement and 1 year limited software warranty this warranty only applies to Optical products 5 Warranty ensures only that software media are defect free and the software substantially conforms to its published specifications 1992 2009 Cisco Systems Inc All rights reserved This document is Cisco Public Information Page 3 of 6 Data Sheet Cisco com Support Site Statistics Eighty five percent of survey participants claim that the Cisco Support site has helped them solve network problems compared to 29 percent industry average More than 24 million page views per month 2 8 million software downloads per month 2008 Walker survey Online Cisco Expertise on Demand Improving operational efficiency is an ongoing concern for IT departments The Cisco Support site includes extensive
3. Access Registrar Aironet AllTouch AsyncOS Bringing the Meeting To You Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP CCVP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Collaboration Without Limitation Continuum EtherFast EtherSwitch Event Center Explorer Fast Step Follow Me Browsing FormShare GainMaker GigaDrive HomeLink iLYNX Internet Quotient IOS iPhone iQuick Study IronPort the IronPort logo Laser Link LightStream Linksys MediaTone MeetingPlace MeetingPlace Chime Sound MGX Networkers Networking Academy Network Registrar PCNow PIX PowerKEY PowerPanels PowerTV PowerTV Design PowerVu Prisma ProConnect ROSA ScriptShare SenderBase SMARTnet Spectrum Expert StackWise The Fastest Way to Increase Your Internet Quotient TransPath WebEx and the WebEx logo are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document or website 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 0908R C78 418582 04 09 09 1992 2009 Cisco Systems Inc All rights reserved This document is Cisco Public Information Page 6 of 6
4. ational Web Support Sites This award honors companies that excel in providing local language support websites to their international customers 1992 2009 Cisco Systems Inc All rights reserved This document is Cisco Public Information Page 5 of 6 Data Sheet The unique Cisco Lifecycle approach to services defines the requisite activities at each phase of the network lifecycle to help ensure service excellence With a collaborative support methodology that joins the forces of Cisco our skilled network of partners and our customers we achieve the best results Figure 2 shows the lifecycle phases Figure 2 Lifecycle Phases The Cisco Lifecycle Services Approach The unique Cisco Lifecycle Prepare gt Plan E d Design approach to services defines the requisite activities at Develop a business Assess readiness to Create a detailed design each phase of the network case for a technology support proposed solution to address business and lifecycle to help ensure investment technical requirements service excellence With a collaborative delivery methodology that joins the Optimize 4 Operate 4 Implement forces of Cisco our skilled network of partners and our Achieve operational Maintain network health Deploy new technology customers we achieve the excellence through through day to day best results ongoing improvements operations For More Information For more information about Cisco SMARTnet Service vi
5. e DeDecker CCIE Warner Pacific Insurance Services Rather than purchase OS software updates individually a support contract saves you time and money by cover ing the cost of updates including both minor and major releases within your licensed feature set Connect Directly to the Network Experts at Cisco When a network problem is affecting business critical systems you want fast access to technology experts with experience in diagnosing the toughest problems Cisco SMARTnet Service connects you directly to the Cisco TAC staffed by Cisco professionals certified in a broad range of Cisco foundational and advanced technologies The Cisco TAC employs a sophisticated system that automatically routes your service request to the appropriate technology team and automatically escalates your case to the next level of support if it is not resolved within a specified time frame The Cisco TAC is available 24 hours a day 365 days a year around the world with support available in local languages If your assigned TAC engineer changes for any reason before your service request is resolved a personal handoff is completed between all parties to provide service continuity through issue resolution You can interact with Cisco TAC engineers in a way that is most convenient and useful for you including email telephone web based collaboration and even a state of art face to face discussion using Cisco WebEx collaboration Live chat is ready to help y
6. fast expert response and the dedicated accountability you require to resolve critical network issues Cisco SMARTnet Service provides the following device level support Global access 24 hours a day 365 a year to specialized engineers in the Cisco TAC Anytime access to the extensive Cisco com online knowledge base resources and tools Hardware replacement options include 2 hour 4 hour Next business day NDB advance replacement as well as Return for Repair RFR Ongoing operating system software updates including both minor and major releases within your licensed feature set Proactive diagnostics and real time alerts on select devices with Smart Call Home In addition Cisco SMARTnet Onsite Service is an option that provides a field engineer to install replacement parts at your location and help ensure that your network operates at the highest levels 1992 2009 Cisco Systems Inc All rights reserved This document is Cisco Public Information Page 1 of 6 Data Sheet Facts About TAC Engineers Thousands of expert networking tech nologists with specialized certifications More than 500 engineers with CCIE certification Average more than five years of technical support experience Computer science electrical engineering degrees Cisco Smart Call Home allowed me to fix a network problem in about an hour that would have typically taken one of my staff two days to troubleshoot Mik
7. king the most innovative and efficient processes for service and support delivery Cisco was awarded in both the Best Online Community category for high customer and partner participation rates utilizing discussion forums and wikis and the Best Online Support Category for Cisco s web based technologies and Knowledge Management processes that provide an effective yet personalized online self service support experience for customers Since 1989 Cisco has been recognized with numerous SSPA STAR Awards for both Best Practices and Service Excellence Cisco was inducted into the SSPA Hall of Fame in 2007 VARBusiness Annual Report Card Cisco rates highest in post sales support and quality of tech support in the areas of Security Appliances Security Software and VoiP in their 2006 VARBusiness Annual Report Card ASP 2008 Ten Best Web Support Sites and Web Support Hall of Fame The Association of Support Professionals ASP declared the Cisco Technical Support and Documentation Website a winner of the annual Ten Best Web Support Sites competition a prestigious award that showcases excellence in online service and support AWARD 2008 2009 2008 2009 Best International Web Support Sites Award The Localization Industry Standards Association LISA Association of Support Professionals ASP recognized the Cisco Support Websites Japanese Portuguese Russian and Spanish editions among the 2008 2009 Best Intern
8. o many of its current and new products over time Visit www cisco com go smartcall to see the latest list of call home enabled Cisco products Extract More Value from Your Network with Online OS Updates Protect your investment and extend the life of your network with anytime online access to the latest operating system software updates within your licensed feature set Rather than purchase OS software updates individually a support contract saves you time and money by covering the cost of updates including both minor and major releases within your licensed feature set These updates enhance your existing equipment with the latest features such as advanced security regulatory compliance and greater network capacity potentially adding years of service and improved performance to your network The Cisco SMARTnet Service includes a personalized Software Advisor available through the Cisco com web portal to keep you advised about which new software releases are available for your Cisco network devices Users download millions of copies of operating sys tem and application software each month However only Cisco customers with support contracts are authorized to access the software related tools on the Cisco com portal to help identify the latest versions of OS and applications for their equipment troubleshoot software bugs and migrate to the most current software features 1992 2009 Cisco Systems Inc All rights reserved This document i
9. otfuctfae CISCO Data Sheet The Value of Cisco Support We have maintenance contracts with multiple vendors and Cisco is the most responsive of them all When we have a network issue we count on their four hour response time to have the problem resolved Thuan Nguyen Director of Information Technology Kent School District Cisco SMARTnet Service Resolve network problems rapidly with direct anytime access to Cisco experts and hardware replacement matched to your needs When Minutes Matter Depend on Cisco SMARTnet Service to Deliver As networks evolve and critical business processes systems and services are added the consequences of downtime increase dramatically When a problem occurs that can dis rupt business continuity IT departments are under intense pressure to resolve the issue as quickly as possible before it can affect the business Cisco SMARTnet Service facili tates rapid problem resolution and improves operational efficiency through a combination of expert troubleshooting assistance online tools and flexible device coverage options You experience the benefits of greater network availability while reducing operating costs Move Quickly with Anytime Access to Cisco Expertise and Resources Cisco SMARTnet Service is an award winning technical support service that gives your IT staff direct anytime access to Technical Assistance Center TAC engineers and Cisco com resources You receive the
10. ou through a service request submission and online video collaboration is the perfect option for a virtual troubleshooting session To confirm the right remediation action Cisco engineers can test solutions in a laboratory environment that simulates your network These simulation labs are equipped with Cisco device and technology solutions so that an engineer can accurately mirror a customer IT configuration to make sure a proposed solution will solve your problem Throughout a TAC engagement the goal of every Cisco engineer is to use the best resources at hand to solve your issues and empower your staff through active knowledge transfer Gain Critical Insight with Embedded Diagnostics With the Smart Call Home feature of the Cisco SMARTnet Service you get proactive detailed diagnostics and real time alerts on core network devices to help you identify and resolve issues even more quickly conserving valuable staff time and improving network availability Smart Call Home is available on call home capable devices such as the Cisco Catalyst 6500 Series Switches Devices equipped with the call home technology con tinuously monitor their own health and automatically notify you of potential issues using encrypted authenticated transmissions If a serious problem arises Smart Call Home automatically generates a service request with the Cisco TAC that is routed to the right team for your particular problem Cisco is adding the call home capability t
11. resources that are designed to put the most up to date technical information and tools into the hands of you and your staff to use any day on demand Cisco customers with support contracts have authorized access to high value technical resources and a growing number of personalized pages to create an acceler ated path to issue resolution Using the automated tools and personalized content based on your network environment you can quickly resolve many issues yourself online The comprehensive self help technical support resources available on Cisco com through your Cisco SMARTnet Service contract give you access to Cisco expertise every day at any time With automated troubleshooting tools your in house IT staff can quickly resolve many issues online saving a significant amount of time effort and operational costs Table 2 summarizes the Cisco support experience Table 2 Cisco Support Experience My Tech Support Personalized web portal allows you to find new software releases bug reports and repairs and troubleshooting tools customized for your network Automated tools Get instant access to troubleshooting and configuration tools knowledge base software updates and other personalized content Software downloads Software advisor Bug toolkit TAC case collection Error message decoder Command lookup tool Output interpreter Document access Access more than 90 000 technical documents for Cisco and third pa
12. rty equipment and applications including Software documentation Technical videos on demand Webcasts and podcasts White papers Security advisories Online service request Submit and track your service requests online as well as view history of management tool your TAC cases and case resolution notes NetPro global Online discussion forum for sharing questions suggestions and infor community mation with other professionals Networking professionals forums Live webinars and podcasts Ask the Expert live chat events Support wiki Collaborate create and access the latest technology by participating in this dynamic knowledge base Combines user contributions Cisco expertise documentation and tools Share best practices technical tips and methodologies Cisco Technical Monthly newsletter alerts subscribers to new tools resources and Services newsletter exclusive networking tips 1992 2009 Cisco Systems Inc All rights reserved This document is Cisco Public Information Page 4 of 6 Data Sheet Service That Evolves Along with Your Business Needs Cisco provides industry leading service capabilities and processes that continue to grow and evolve to meet changing customer requirements Your feedback along with that of other customers is acted upon through a unique process that promotes product service and process improvements Cisco is committed to delivering an exceptional
13. s Cisco Public Information Page 2 of 6 Data Sheet love TAC think it s brilliant We are a global company and we travel to different countries for network purposes To be able to reach competent engineers at any time of day anywhere am is a brilliant service and worth every penny of the maintenance that we pay Thys Coetzee Director of Information Technology ZinPro Performance Minerals New OS features enable greater network capacity advanced security and regulatory com pliance as well as better interoperability In addition greater business value is achieved through innovative technology enhancements that provide increased business productivity and customer satisfaction With up to date software your business will be poised to take advantage of new technology innovation get a greater return on investment and lower total cost of ownership while staying competitive in today s global economy Count on the Right Part When and Where You Need It When you need dependable fast access to business critical parts your Cisco SMARTnet Service delivers Choose from a variety of hardware replacement options including premium options such as two hour replacement and onsite parts replacement and installation You can select coverage on a device by device basis so you get the flexible coverage you need All options include anytime global access to the Cisco TAC and award winning Cisco com resources Plus you ha
14. sit www cisco com go smartnet or contact your local account representative For more information about other types of Cisco Services to maintain and optimize your network including technology specific and remote management services visit www cisco com go supportservices For a complete list of the technical services available for your Cisco products and appli cations visit our Service Finder tool at www cisco servicefindercom Cisco Services Making Networks Work Better Together y l 0 l l Americas Headquarters Asia Pacific Headquarters Europe Headquarters C S C O Cisco Systems Inc Cisco Systems USA Pte Ltd Cisco Systems International BV San Jose CA Singapore Amsterdam 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 a CCDE CCENT CCSI Cisco Eos Cisco HealthPresence Cisco IronPort the Cisco logo Cisco Lumin Cisco Nexus Cisco Nurse Connect Cisco Pulse Cisco StackPower Cisco StadiumVision Cisco TelePresence BO cisco Unified Computing System Cisco WebEx DCE Flip Channels Flip for Good Flip Mino Flipshare Design Flip Ultra Flip Video Flip Video Design Instant Broadband and Welcome to the Human Network are trademarks Changing the Way We Work Live Play and Learn Cisco Capital Cisco Capital Design Cisco Financed Stylized Cisco Store and Flip Gift Card are service marks and
15. ve flexibility of choosing the coverage you want on a device by device basis The Cisco SMARTnet Service options are shown in Table 1 Dependable parts delivery on a global basis is enabled by the Cisco service supply chain a network of over 900 spare parts depots around the world managed by a sophisticated global inventory that automates parts stocking processes worldwide Cisco is constantly adjusting regional stock holdings so spares are available where and when you need them More than a Warranty Companies sometimes think of warranties as an adequate defense against product prob lems Cisco SMARTnet Service goes far beyond a simple warranty replacement policy see Table 1 Cisco SMARTnet Service provides troubleshooting support advanced hard ware replacement options and extensive self help and knowledge transfer to empower your network operations and support staff A warranty only offers delayed hardware replacement during the warranty duration Table 1 Cisco SMARTnet Service Features and Options Cisco Alls Renewable Advance Yes ongoing Yes Only with Yes 24x7 full Yes SMARTnet contracts Replacement updates within onsite access Cisco SMARTnet 24x7x2 hour the licensed option Onsite Services 24x7x4 hour feature set 8x5x4 hour 8x5xNBD Other RFR Cisco Warranty All Standard Advance No No No No No hardware 90 days replacement specific products 10 days 1 year limited lifetime Standard
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