====== Cisco SmartNet Service Levels ======

| **Service Level**    | **Description**                                                                                  |
| **SNT (8x5xNBD)**     | 8 hours a day, 5 days a week, with Next Business Day hardware replacement.                      |
| **SNTE (8x5x4)**      | 8 hours a day, 5 days a week, with a 4-hour response time for hardware replacement.             |
| **SNTP (24x7x4)**     | 24 hours a day, 7 days a week, with a 4-hour response time for hardware replacement.            |
| **S2P (24x7x2)**      | 24 hours a day, 7 days a week, with a 2-hour response time for hardware replacement.            |





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

==== Smart Net Total Care (SmartNet) ====
SmartNet : It is focused on maintaining network performance and minimizing downtime. The SKU starts with ''CON-''
  * **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 ====
=== Level 1 ===
Proactive support for solutions. Ie: You can call TAC.
  * **Centralized solution support**.
  * Digital learning resources** and webinars, Device visibility and proactive insights.

=== Level 2 ===
'Enhanced' TAC.
  * All Level 1 services, plus:
    * **Proactive features** to prevent outages.
    * Personalized coaching sessions with Cisco experts. Streamlined case management