Yes. As the complexity of networks increases and the demand for reliability increases, you need the added security of knowing that your mission-critical networks are protected against prolonged outages. You can determine the level of protection needed for any given part of your Cisco network and add services that complement those needs.

Yes, software updates and upgrades within the customer's current platform are part of the basic program. No additional charge is warranted as long as the product remains under SMARTnet coverage.

Yes, the TAC will help you if you don't have a Cisco service contract but you will be requested to pay a "per-incident fee" or purchase a service contract.

Yes, but you must be using the current version of software. If the software is one or more releases old, you must first purchase the current release before you can purchase SMARTnet services for the asset. Also, you must have the product inspected by Cisco to ensure that all components and software are Cisco approved.

No, Cisco does not provide support for products manufactured by third-party vendors unless the asset results from an expressed Original Equipment Manufacturer (OEM) agreement between Cisco and the third-party.

No, SMARTnet entitles you to software updates and upgrades only for the original software platform for which they purchased SMARTnet.

No, SMARTnet services do not include software installation services. You are responsible for software installation.

You can purchase software upgrades through your assigned Cisco account manager or Reseller.

Cisco requests that customers provide the priority of every case reported. To ensure that all problems are reported in a standard format, Cisco has established the following problem priority definitions:

Priority 1---An existing network is down or there is a critical impact to the customer's business operations. Cisco and the customer will commit necessary resources around the clock to resolve the situation.

Priority 2---Operation of an existing network is severely degraded, or significant aspects of the customer's business operation are being negatively impacted by unacceptable network performance. Cisco and the customer will commit full-time resources during normal business hours to resolve the situation.

Priority 3---Operational performance of the network is impaired while most business operations remain functional. Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels.

If you have the appropriate personnel to replace parts at a given site, you should purchase SMARTnet. If you don't have the appropriate resources at a given site, you should purchase SMARTnet Onsite.

CCO empowers you to solve problems faster through online support tools such as:

• Bug Toolkit for anticipating and addressing "undocumented software features" Troubleshooting Engine for diagnosing hardware problems, using the same database used by our TAC
• IP Calculator for assigning IP addresses
• IOS Planner for ensuring that you use the right version for the job

New releases are announced via product bulletins posted on CCO.

Software updates and upgrades are available for download via the Cisco Connection Online (CCO) Software Center, or physical media can be shipped at your request via the CCO Upgrade Agent at http://www.cisco.com.

By covering your networking assets with a SMARTnet or SMARTnet Onsite contract, you will:

• Improve the service your company delivers to its customers by maximizing network availability, reliability, and stability
• Reduce cost of ownership by leveraging Cisco's expertise, knowledge, and availability
• Increase return on investment (ROI) with operating system software enhancements
• Expedite time-to-repair

*Maintenance releases only available for 90 days.

No. A separate set of services defined specifically for software applications (as opposed to Cisco IOS ® and other operating systems) is applied to these products. The services are called Software Application Services. SMARTnet support covers Cisco hardware and resident operating system software.

Yes. There is a one-to-one relationship between a Cisco product and the corresponding service product. You must purchase a separate service product for each asset that needs to be covered by a service contract.

PRISM adheres to all Cisco policies in regards to placing SMARTnet on used or grey market equipment. All Cisco equipment must be re-certified according to Cisco's policies & procedures. The responsibility of this recertification process rests with the end-user customer activating the equipment or soliciting for SMARTnet on equipment. The following cisco.com link has detailed information on refurbished equipment, recertification policies & procedures... http://www.cisco.com/en/US/partner/ordering/or6/or17/order_refurbished_equipment_high_level_listing.html

SMARTnet Onsite includes the same elements as SMARTnet but includes an onsite technician for parts replacement and installation. The same delivery timeframes apply.

SMARTnet and SMARTnet Onsite provide enhancement and maintenance support resources during the operational lifetime of your Cisco networking asset.

The four-hour measurement starts from the time the Cisco TAC determines that a part should be replaced and dispatches a part or a field engineer.

Standard SMARTnet services include:

• Operating system software maintenance updates and upgrades (minor and major releases) for the covered product
• Priority 1 and 2 access to the Technical Assistance Center (TAC) 24 hours a day, seven days a week
• Priority 3 and 4 escalation times that correspond with local business hours
• Access to Cisco Connection Online (CCO) where available
• Advance replacement of hardware in the following timeframes depending on coverage selected
• 8 x 5 x NBD---8 hours per day, 5 days per week, with delivery on the Next Business Day
• 8 x 5 x 4---8 hours per day, 5 days per week, and delivery within 4 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.
• 24 x 7 x 4---24 hours per day, 7 days per week, and delivery within 4 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.
• 24 x 7 x 2---24 hours per day, 7 days per week, and delivery within 2 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.

SMARTnet and SMARTnet Onsite will assist you in:

• Keeping your networking technology up-to-date with the latest features and system improvements
• Augmenting inadequate knowledge or skills due to rapidly changing technologies
• Gaining access to knowledgeable resources and tools for rapid resolution of issues
• Eliminating the challenges of carrying replacement hardware in inventory and delivering them to remote sites
• Ensuring that field engineering resources are available when and where needed to install replacement hardware (for SMARTnet Onsite)

You can find more information at the following location on CCO:http://www.cisco.com/warp/public/cc/serv/mkt/sup/ent/

SMARTnet support from Cisco is available in North America, Western Europe, and Australia. For multinational locations outside of these areas SMARTnet support is available via the Global Solution Services (GSS) Program.

You should consider buying SMARTnet if your responsibilities include:

• Maximizing productivity and revenue per employee
• Increasing customer retention and satisfaction
• Reducing cost of ownership of your network
• Maximizing network availability
• Managing scarce internal expert resources at all locations

As a SMARTnet customer you are responsible for obtaining a Return Materials Authorization (RMA) number to return the product. You are also responsible for covering shipping and other related costs. With SMARTnet Onsite a prepaid air-bill is supplied to you along with the replacement parts. You are only responsible for supplying the return parts to the freight carrier for shipment back to Cisco.