Cisco Smart Net Total Care® Service
● Around-the-clock, global access to the Cisco TAC
● Unrestricted access to the extensive Cisco.com knowledge base and tools
● NBD, 8x5x4, 24x7x4, and 24x7x2 advance hardware replacement and onsite parts replacement and installation available
● Ongoing operating system software updates within the licensed feature set
● Proactive diagnostics and real-time alerts on Smart Call Home-enabled devices
Cisco Solution Support Service
● Provides a team of experts who act as primary point of contact to deliver centralized support, including in multivendor network environments
● Speed is paramount when problems arise, so we deliver on a 30-minute service level objective and prioritize Solution Support cases
● Expert guidance helps to enhance IT operations with fewer outages and faster problem resolution while maximizing performance and reliability
● We even look beyond identified problems and provide the necessary guidance needed to help you avoid any pitfalls before they can disrupt IT or your business
Cisco Support Essentials Service
● Callback support from Cisco Technical Assistance Center (TAC) engineers within one business day
● 8 a.m. to 5 p.m. Next-Business-Day (8x5xNBD) hardware replacements
● Ongoing operating system software updates within the licensed feature set 1
● Access to the Cisco.com knowledge base and tools
● Entitlement to smart capabilities
FAQ
Q: What are the differences between various Cisco Support Types SMARTnet (CON-SNT) Agreement?
Cisco CX provides a range of service options for you to choose from, starting with a basic level of 8x5 callback within one business day from TAC engineers for non-critical issues with Support Essentials to direct phone access 24 hours daily with SNTC.
It’s up to you to choose the option that is right for your network and your situation.
A: We have five different “Advance hardware replacement service levels”:
** Service level: Smart Net Total Care 24x7x2.
Description: 2-hour response, 24 hours a day, 7 days per week, including holidays.
This coverage indicates that once your request is received, it will be attended to within a period of no more than two hours, 24 hours a day, 7 days a week.
** Service level: Smart Net Total Care 24x7x4.
Description: 4-hour response, 24 hours a day, 7 days a week, including holidays.
** Service level: Smart Net Total Care 8x5x4.
Description: 4-hour response, local business hours based on depot time, 5 days a week, no holidays.
This coverage indicates that once your request is received, it will be attended to within a period of no more than four hours, 24 hours a day, 7 days a week.
** Service level: Smart Net Total Care 8x7x Next Calendar Day.
Description: Next-calendar-day delivery, local business hours based on depot time, 7 days a week, including holidays.
** Service level: Smart Net Total Care 8x5x Next Business Day.
Description: Next-business-day delivery, local business hours based on depot time, 5 days a week, no holidays.
Coverage: What’s included?
● Award-winning technical support from the Cisco TAC
● Advance hardware replacement, in as little as two hours
● Operating System (OS) software updates
● Access to online resources
● Entitlement to Cisco installed base insights through smart capabilities
Cisco services provide choices for all types of companies, from basic service for commercial-grade products with Support Essentials to 24-hour assistance for all your Cisco devices with Smart Net Total Care.
For more details please check on the below link:
Links
Cisco Smart Net Total Care - Cisco Smart Net Total Care Service Data Sheet - Cisco