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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 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eldengineerto

install replacement parts at your location and help ensure that your network operates at

the highest levels.

Data Sheet

Page 1 of 6

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

Summary of content (6 pages)

PAGE 1
Data Sheet 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.
PAGE 2
Data Sheet Connect Directly to the Network Experts at Cisco Facts About TAC Engineers • Thousands of expert networking technologists 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.
PAGE 3
Data Sheet “I love TAC. I 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 I 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 compliance as well as better interoperability.
PAGE 4
Data Sheet Online Cisco Expertise on Demand 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 Improving operational efficiency is an ongoing concern for IT departments.
PAGE 5
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 service experience that is flexible enough to meet your needs, today and in the future.
PAGE 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.