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====== Cisco Support Models ======

==== Smart Net Total Care (SmartNet) ====
SmartNet : It is focused on maintaining network performance and minimizing downtime.
  * **24/7 Technical Assistance Center (TAC)** support.
  * **Hardware replacement options** : 4-hour, or next-business-day / with or without labour (engineer for the phy change)
  * **OS software updates** and upgrades.
  * **Access to Cisco's knowledge base** and tools.

==== Customer Success Levels ====
Proactive support for solutions.
=== Level 1 ===
  * **Digital learning resources** and best practices webinars.
  * **360-degree device visibility** and proactive insights.
  * **Centralized solution support**.

=== Level 2 ===
  * All Level 1 services, plus:
    * **Personalized coaching sessions** with Cisco experts.
    * **Streamlined case management** for Cisco and partner products.
    * **Proactive features** to prevent outages.

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