Cisco IR829GW SMARTnet Service Agreements Guia De Especificação
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Table 2.
SMARTnet Service Features
Equipmen
t Covered
t Covered
Duration
Hardware
Replacement
Replacement
Cisco OS
Updates and
Upgrades
Updates and
Upgrades
Cisco TAC
Support
Support
Registered
Access to
cisco.com
Access to
cisco.com
Smart Call Home
Diagnostics and
Alerts
Diagnostics and
Alerts
All
1
Renewable
contracts
contracts
Advance hardware
replacement
replacement
1
● 24x7x2 hour
● 24x7x4 hour
● 8x5x4 hour
● 8x5xNBD
● 24x7x4 hour
● 8x5x4 hour
● 8x5xNBD
Yes, updates
within the licensed
feature set
within the licensed
feature set
1
Yes
For life of contract
Yes
Yes
2
1
Some equipment exclusions might apply. Consult a service sales representative for more details.
2
Smart Call Home is offered as an option. Smart Call Home is not supported on Small Business products.
Service Activities and Deliverables
Cisco TAC
When a network problem is affecting business-critical systems, experienced Cisco TAC technology experts can
help. Cisco TAC is staffed by Cisco professionals certified in a broad range of Cisco products, service provider
architectures, and advanced technologies.
We provide you with 24x7x365 access - by phone, fax, or email - to the Cisco TAC to assist with product use,
configuration, and troubleshooting issues.
Cisco TAC response times are listed below:
●
Severity 1 and 2: Cisco will respond within one hour.
●
Severity 3 and 4: Cisco will respond no later than one business day.
Online Self Help Support
We provide access to the Cisco Support Web site, which includes
Cisco’s extensive knowledge library, software
downloads, and support tools designed to help users resolve network issues quickly without opening a case.
You can manage problems according to the Cisco Severity and Escalation Guidelines, which can be viewed at:
Access to cisco.com knowledgebase provides helpful technical and general information on Cisco products, at
Ongoing Software Updates and Upgrades
Cisco provides OS software upgrades and updates for your licensed feature set. Software releases and any
supporting documentation are available through cisco.com Software Central at
Hardware Support Services
Protect your Cisco investment and improve business performance with Hardware Support Services. With our
tailored service plans, you can have confidence knowing that your hardware can support your ongoing business
needs. Cisco offers multiple service levels with different shipment options, including advanced replacement, return
to factory, and return-for-repair services. Premium Services include 2 and 4 hour options.