network_stuff:cisco:support
Table of Contents
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
network_stuff/cisco/support.txt · Last modified: by 127.0.0.1