• Advanced software configuration
• Interoperability and upgrade questions
• Hardware and software information

• SMB Support Assistant
• Software Only
• Advance Replacement
• SMARTnet
• SMARTnet Onsite

When you purchase a SMARTnet contract from ITHSC, we will request various details from you regarding the equipment to be covered. These are:

• Site Details - Where the covered equipment resides
• Contact Name and Telephone Number
• Cisco Product and Serial Number of item to cover
• Any Modules or cards that are installed.

What is SMB Support Assistant?

SMB Support assistant can be described as SMARTnet lite, it provides assistance and support targeted at the needs of Small and Medium business.

• Online Network Management Tools designed specifically for SMB`s.
• Provides support for Routing, Switching, Wireless, Security, Voice and VPN.
• Provides minor software updates as necessary.
• 24 x 7 Fault Reporting, SMB TAC Engineers will respond within one business day.
• Next Business Day Hardware Replacement where available, otherwise Same Day Ship.

SMB Support Assistant provides an easy, affordable way to help businesses quickly resolve routine problems that can arise when using Cisco SMB class products.

What is SMARTnet Software Only?

With SMARTnet Software only (CON-SW part numbers) you get:

• 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
• Major and maintenance releases of Cisco IOS software
• 24 hour x 7 days a week x 365 days a year access to Cisco.com

The minimum SMARTnet contract entitles you to obtain and legally install the latest software upgrades for your covered device. This is essential if your Cisco hardware is important to your business or is connected in any way to the Internet, as the software upgrades will fix bugs and security holes. We are aware that IOS upgrades can be downloaded from various sites on the Internet, but doubt if they will be the latest version, and could possibly have been modified.

Also included is telephone support from the Cisco Technical Assistance Centre and increased access to Cisco.com, this provides you with wealth of expertise, both online and via the telephone.

What is Advance Replacement

SMARTnet advance replacement is a one-off repair service, it provides access to the Cisco TAC for one incident, and a single hardware replacement by the Next Business Day. No software upgrades are included.

What is SMARTnet?

SMARTnet provides all of the benefits of SMARTnet Software only, but includes hardware replacement should your equipment develop any faults.

So, with SMARTnet (CON-SNT part numbers) you get:

• 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
• Major and maintenance releases of Cisco IOS software
• 24 hour x 7 days a week x 365 days a year access to Cisco.com
• Advance Replacement of Hardware within an agreed time period.

What is SMARTnet Onsite?

SMARTnet Onsite provides all of the above, but additionally an Engineer will be dispatched to install and configure the replacement equipment.

With SMARTnet Onsite (CON-OS part numbers) you get:

• 24 hour x 7 days a week x 365 days a year access to Cisco Technical Assistance Centre (TAC)
• Major and maintenance releases of Cisco IOS software
• 24 hour x 7 days a week x 365 days a year access to Cisco.com
• Onsite Maintenance Engineer with Replacement of Hardware within an agreed time period.

The contracts are usually for a period of twelve (12) months, however a 3 year contracts is available for the 8h x 5d x Next Business Day Service (CON-MYSNT). It is also possible to purchase multiple contracts and have them run consecutively in order to achieve a multiple year contract

Are the WIC cards and modules etc installed in the product covered by the maintenance contract?

Yes. They are all covered by a single contact, in fact Cisco need to know exactly which cards are installed so that they can send out the correct hardware when an advance replacement is effected.

Should you experience a fault with contracted hardware, your first point of contact will the Cisco TAC (Technical Assistance Centre) who will decide if the problem is Hardware, Configuration or IOS software issue. If the hardware is at fault, a replacement will be sent within the contractual period, this is termed an advance replacement. The faulty hardware must then be returned to Cisco.

Cisco Terms and conditions state that cover should be purchased within the first 90 days from product purchase; however Cisco will support the following options:

• For products less than 90 days old – Cisco will permit the sale of any kind of contract.
• For products 90 to 180 days old – Cisco will permit the sale of any kind of contract except Advance Replacement (AR)
• For products older that 18 months – You must purchase a three year SMARTnet contract.

On all of these options Cisco may require proof that the product is in fact in working order at the time of contract purchase. We will require a signed letter stating that the equipment is in full working order, Cisco will reserve the right to perform an inspection of the equipment, which may incur a charge.

Cisco cannot support products that have reached end of life more that two years ago.

SMARTnet provides the following features over the standard Cisco Warranties:

• Minor and major releases for operating system software upon request.
• Cisco.com password access (where available) for Tech Tips and configuration information.
• TAC Support with higher priority; warranty customers are limited to Priority 4 (P4); no TAC support on 1-year warranty
• 24 x 7 access to TAC engineers.
• Advance replacement of parts by the next business day or earlier depending on SMARTnet plan. Warranty parts replacement can take from 5-10 business days.
• Optional on-site field engineer for parts replacement and installation.