Table of Contents

Cisco SmartNet Service Levels
Cisco Support Models
- - Smart Net Total Care (SmartNet)
  - Customer Success Levels

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