Everything you need to know about Cisco Smart Net service contracts, support levels, and how to keep your network infrastructure protected.
Originally SMARTNet, then Smart Net and now Smart Net Total Care, it's a support service offered by Cisco to help you resolve network problems quickly. It provides direct 24/7 access to Cisco Experts and can include hardware replacement within 2 hours.
There are four main types of Cisco Smart Net – each aimed at a specific user type:
For small companies with limited network expertise.
Partner led monitoring and technical support.
For complex networks demanding 24/7 access to Cisco TAC.
A single point of contact for multi-vendor networks.
There are basically three support levels of Cisco Smart Net:
Access to the latest software versions, security patches, and feature updates.
Rapid replacement of failed hardware based on your SLA.
Choose between self-installation or onsite engineer support.
Provides support for the covered Cisco device.
If you have a multivendor environment (with less than 50% from other support alliance partners), then Cisco Solution Support becomes a single point of contact for the support issue.
All Cisco devices that run Cisco Software need Smart Net. Without an active support contract you will not be able to legally access software downloads that are necessary to keep your devices in compliance.
However, to access the latest software updates for your device you will need an active SMARTNet contract. Some security patches are available directly from the Cisco TAC and no SMARTNet contract is required.
While not legally mandatory, Smart Net is highly recommended for any organization that depends on Cisco networking equipment for business operations.
Smart Net Services start with software support and online assistance. Hardware replacement can be added, with SLAs ranging from basic to premium coverage:
| Service Level | Fault Reporting | Hardware Replacement |
|---|---|---|
| 8x5xNBD | 8 hours/day, 5 days/week | Next Business Day |
| 24x7x4 | 24 hours/day, 7 days/week | 4 hours |
| 24x7x2 | 24 hours/day, 7 days/week | 2 hours (with onsite engineer) |
SNT simply means Smart Net, and the base service level for Smart Net is 8x5xNBD, which stands for:
Hours a Day
Days a Week
Next Business Day
All Cisco SNT products include software updates and access to the Cisco TAC (Technical Assistance Center).
Service Level: 8x5xNBD
Service Level: 24x7x4
Cisco Smart Net is sold in units of 1 USD. Each support contract has a value (e.g., 100 USD), so for ease of ordering, Cisco allows the purchase of 100 units of CON-SSSNT-SMS-1.
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