Cisco WS-C3650 4x1G Uplink SMARTnet Service Agreements Specification Guide
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Table 3.
Advanced Hardware Replacement
Service Level
Description
SMARTnet 24x7x2
2-hour response, 24 hours a day, 7 days per week, including holidays
SMARTnet 24x7x4
4-hour response, 24 hours a day, 7 days a week, including holidays
SMARTnet 8x5x4
4-hour response, local business hours based on depot time, 5 days a week
SMARTnet 8x5xNext Business Day
Next business day delivery, local business hours based on depot time, 5 days a week
●
Return to Factory
Customers are responsible for returning the defective unit to Cisco. Once the part is received, the new
hardware is scheduled to ship 10 calendar days from the receipt date. Cisco will pay to ship the
replacement, but the customer is responsible for clearance (duties and taxes). Standard turnaround is 10
days.
●
Return for Repair
On select products, Cisco will repair, replace, or exchange failed hardware. Additional charges may apply if
Cisco determines the failed hardware is beyond repair or if no problem is found.
◦
Cisco makes reasonable efforts to repair and ship the repaired hardware within 30 days from the day
Cisco received the hardware.
◦
Cisco will confirm by email or fax when returned hardware is received under a return material
authorization (RMA) number.
On-Site Support
Cisco is committed to providing professional, informed, courteous, customer-focused support services in person at
your location. SMARTnet Onsite service includes installation of advance replacement parts.
Table 4.
SMARTnet Onsite Hardware Replacement Services
Service Level
Description
SMARTnet Onsite 24x7x2
2-hour response, 24 hours a day, 7 days per week, including holidays
SMARTnet Onsite 24x7x4
4-hour response, 24 hours a day, 7 days a week, including holidays
SMARTnet Onsite 8x5x4
Based on depot time,
4-hour response, 9:00 a.m. and 5:00 p.m. if the request is received before
1:00 p.m., the service (including parts, labor, and materials) will be provided the same day.
1:00 p.m., the service (including parts, labor, and materials) will be provided the same day.
SMARTnet Onsite 8x5xNextBusiness Day
Based on depot time
Next Business Day 9:00 a.m. and 5:00 p.m., if the request is received before 3:00 p.m., the
service (including parts, labor, and materials) will be provided the next business day.
service (including parts, labor, and materials) will be provided the next business day.
After 3:00 p.m., the service (including parts, labor, and materials) will be provided the following
business day.
business day.