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This chapter provides information on Cisco service and support. The information is organized into the following sections:
Cisco Systems provides service and support programs that have been recognized as the best in the industry, a critical distinction for a company dedicated to supplying innovative, end-to-end internetworking solutions. Cisco and its customers recognize that service and support are an integral component of a mission-critical internetwork; in fact, our industry-leading programs are a major reason that customers select Cisco as a strategic partner in developing and deploying their worldwide internetworks.
Service and support have traditionally focused upon warranty-type offerings; in other words, repairing faulty equipment. Only a small percentage of all of Cisco's service calls actually involve failed equipment; most calls involve usage and change issues. As a result, Cisco has crafted innovative programs aimed at proactively and consultatively addressing those challenges.
These programs include Network Supported Accounts (NSA), a premium program that provides a team of dedicated engineers to an account. The NSA team works closely with the customer's internal network design and operations groups and operates as an extension of the customer's own capabilities. These engineers are thoroughly briefed in the workings of the account. They make an initial site visit to ensure they understand the environment the Cisco equipment is supporting. They maintain extensive data about the site (topology, configuration, case status, and more). They audit and review any cases opened by the customer. And they engage in weekly calls with the customer to assess existing problems and anticipate future challenges.
Cisco as a Strategic Partner to Its Customers
Cisco's dedication to service and support has helped Cisco establish itself as a strategic vendor in major corporations worldwide. These are corporations with mission-critical internetworks, networks that demand high availability and high performance. Cisco's suite of proactive and consultative service products focus attention on every phase of network design, implementation, operation, and management to ensure that performance.
By making its knowledge base, logistics, resources, and expert systems available 24 hours a day, 7 days a week, Cisco has provided customers with service that fulfills on its promise---The Network Works...No Excuses.
Low life-cycle cost of ownership is becoming increasingly important to customers as their internetworks expand. Capital and operating costs grow as network scope and complexity increase. Cisco's ability to supply its customers with extensive internetworking solutions has allowed it to focus on the unique service requirements of large, complex internetworks. Cisco's customer support has been developed to provide flexible service alternatives for customers' campus and wide-area networks, leveraging the extraordinary qualities of the Cisco product line.
The matrix that follows summarizes the hardware and software services offered by Cisco. Following the chart are detailed explanations of each program (for details on Cisco's programs in Australia see the specific program sections).
Table 352 : Cisco Support Contract Services
Description | Comprehensive On-Site
(also GSS1) |
|||||
---|---|---|---|---|---|---|
Warranty (90 Days) | SMARTnet
(also GSS) |
Level 1 | Level 2 | Level 3 | Network-Supported Accounts | |
Software Support | ||||||
Maintenance releases only | · | |||||
Evergreen software | · | · | · | · | ||
24x7 registered CCO
access |
· | · | · | · | ||
24x7 TAC2 access | · | · | · | · | · | |
Hardware Replacement | ||||||
5-day hardware advance
shipment |
· | |||||
NBD3hardware advance
replacement |
· | · | ||||
8x5x4 hardware advance
replacement |
· | |||||
7x24x4 hardware advance
replacement |
· | |||||
On-Site Coverage | ||||||
NBD3 On-Site Coverage | · | |||||
8x5x4 On-Site Coverage | · | |||||
7x24x4 On-Site Coverage | · | |||||
Advanced Support | ||||||
Designated technical
support |
· | |||||
Consultative support | · |
The focal point of all Cisco software and hardware maintenance and support services is the Cisco Technical Assistance Center (TAC). To reach the TAC, call 800 553-2447 in the U.S. and Canada, 32 2 778 4242 in Europe, 61 2 9935 4107 in the Asia/Pacific region, or 408 526-7209 in all other areas. You can also send an e-mail to tac@cisco.com. The TAC is staffed by senior Customer Engineers who have experience with the Cisco product line and all aspects of data communications networking technology. The TAC provides worldwide technical support, 24 hours a day, 7 days a week.
SMARTnet support has been developed to provide customers with software maintenance, registered access to CCO, advance replacement of hardware, and technical support required for selfmaintenance.
SMARTnet support delivered by Cisco is available in the following countries:
SMARTnet service includes the following features:
All Cisco products at the customer's locations must be registered under a Cisco SMARTnet support agreement. Defective parts must be returned to Cisco within ten days according to Cisco's Return Material Authorization (RMA) procedure.
SMARTnet product numbers are listed in Table 353 through Table 359.
Table 353 : SMARTnet for Cisco Routers
Description | Product Number |
---|---|
Modular Routers | |
Cisco 7513 | CON-SNT-7513 |
Cisco 7507 | CON-SNT-7507 |
Cisco 7505 | CON-SNT-7505 |
Cisco 7206 | CON-SNT-7206 |
Cisco 7204 | CON-SNT-7204 |
Cisco 7010 | CON-SNT-7010 |
Cisco 7000 | CON-SNT-7000 |
Cisco 7000 CIP | CON-SNT-CIP |
Cisco 4700 | CON-SNT-4700 |
Cisco 4500 | CON-SNT-4500 |
Cisco 4000 | CON-SNT-4000 |
Cisco 2525 | CON-SNT-2525 |
Cisco 2524 | CON-SNT-2524 |
Cisco 2524-DC | CON-SNT-2524 |
Fixed-Configuration Routers | |
Cisco 2501, Cisco 2501-DC | CON-SNT-2501 |
Cisco 2501-LF/CF, Cisco 2501-CF-DC | CON-SNT-2501F |
Cisco 2502 | CON-SNT-2502 |
Cisco 2502-LF/CF | CON-SNT-2502F |
Cisco 2503, Cisco 2503-DC | CON-SNT-2503 |
Cisco 2503I | CON-SNT-2503I |
Cisco 2504I | CON-SNT-2504I |
Cisco 2504-DC, Cisco 2504 | CON-SNT-2504 |
Cisco 2505, Cisco 2505-DC | CON-SNT-2505 |
Cisco 2507, Cisco 2507-DC | CON-SNT-2507 |
Cisco 2513 | CON-SNT-2513 |
Cisco 2514, Cisco 2514-DC | CON-SNT-2514 |
Cisco 2515 | CON-SNT-2515 |
Cisco 2516 | CON-SNT-2516 |
Cisco 2517 | CON-SNT-2517 |
Cisco 2518 | CON-SNT-2518 |
Cisco 2519 | CON-SNT-2519 |
Cisco 2520 | CON-SNT-2520 |
Cisco 2520-LF/CF | CON-SNT-2520F |
Cisco 2521 | CON-SNT-2521 |
Cisco 2521-LF/CF | CON-SNT-2521F |
Cisco 2522 | CON-SNT-2522 |
Cisco 2522-LF/CF | CON-SNT-2522F |
Cisco 2523 | CON-SNT-2523 |
Cisco 2523-LF/CF | CON-SNT-2523F |
Cisco 1000 Series | CON-SNT-10XX |
Cisco 760 Series | CON-SNT-76X |
Cisco 750 Series | CON-SNT-75X |
Cisco AccessPro PC Card
(AP-XX(All)) |
CON-SNT-AP-XXX |
Table 354 : SMARTnet for Cisco Access Servers
Description | Product Number |
---|---|
Cisco 2509 | CON-SNT-2509 |
Cisco 2509-ET | CON-SNT-2509 |
Cisco 2509-DC | CON-SNT-2509 |
Cisco 2510 | CON-SNT-2510 |
Cisco 2511 | CON-SNT-2511 |
Cisco 2511-DC | CON-SNT-2511 |
Cisco 2512 | CON-SNT-2512 |
Cisco 5100 Access Server | CON-SNT-AS5101 |
Cisco 5200 Access Server | CON-SNT-AS5200 |
ASM/4-CS | CON-SNT-AS |
CiscoRemote Software | CON-SNT-CR-xxxxx |
CiscoSecure UNIX Server | |
CiscoSecure UNIX server, 16 ports | CON-SNT-CS1.0-16 |
CiscoSecure UNIX server, 48 ports | CON-SNT-CS1.0-48 |
CiscoSecure UNIX server, 192 ports | CON-SNT-CS1.0-192 |
CiscoSecure UNIX server, 1024 ports | CON-SNT-CS1.0-1024 |
Table 355 : SMARTnet for Cisco ATM Switches
Description | Product Number |
---|---|
Cisco LightStream 2020 | CON-SNT-L2020 |
Cisco LightStream 100 | CON-SNT-A100 |
Cisco Lightstream 1010 | CON-SNT-L1010 |
StreamView network management software | CON-SNT-NMS-SV |
ControlStream traffic management software | CON-SNT-NMS-CS |
Table 356 : SMARTnet for StrataCom Products
Description | Product Number |
---|---|
BPX Products (except BPX bundles) | CON-SNT-BPX |
BPX Bundles | |
BPX-AX-NR-T | CON-SNT-BPX-NR-T |
BPX-AX-NR-E | CON-SNT-BPX-NR-E |
BPX-AX-R-T | CON-SNT-BPX-R-T |
BPX-AX-R-E | CON-SNT-BPX-R-E |
BPX-AX-NR-T10F | CON-SNT-BPX-NR-T10 |
BPX-AX-NR-E10F | CON-SNT-BPX-NR-E10 |
BPX-AX-R-T10F | CON-SNT-BPX-R-T10F |
BPX-AX-R-E10F | CON-SNT-BPX-R-E10F |
AXIS Products (except AXIS bundles) | CON-SNT-AXIS |
AXIS Bundles | |
AXIS-NR-T10F | CON-SNT-AXIS-NR-T10 |
AXIS-NR-E10F | CON-SNT-AXIS-NR-E10 |
AXIS-R-T10F | CON-SNT-AXIS-R-T10 |
AXIS-R-E10F | CON-SNT-AXIS-R-E10 |
AXIS2-NR-T20F | CON-SNT-AXIS-NR-T20 |
AXIS2-NR-E20F | CON-SNT-AXIS-NR-E20 |
AXIS2-R-T20F | CON-SNT-AXIS-R-T20 |
AXIS2-R-E20F | CON-SNT-AXIS-R-E20 |
IGX Products (except IGX bundles) | CON-SNT-IGX |
IGX Bundles | |
IGX16-AC-R-T1 | CON-SNT-IGX-16-T1 |
IGX16-AC-R-E1 | CON-SNT-IGX-16-E1 |
IGX16-AC-R-Y1 | CON-SNT-IGX-16-Y1 |
IGX8-AC-NR-T1 | CON-SNT-IGX-8-T1 |
IGX8-AC-NR-E1 | CON-SNT-IGX-8-E1 |
IGX8-AC-NR-Y1 | CON-SNT-IGX-8-Y1 |
INS Products | |
DNS PBX voice/data (all products) | CON-SNT-INS |
DNS required license | CON-SNT-INS |
DAS ISDN dial-up Frame Relay | CON-SNT-INS |
DAS required license | CON-SNT-INS |
FASTPAD-AC | CON-SNT-FP-AC |
FASTPAD-DC | CON-SNT-FP-DC |
FASTPAD-M | CON-SNT-FP-M |
FASTPADMP-NA | CON-SNT-FP-MP-NA |
FASTPADMP-INTL | CON-SNT-FP-MP-INTL |
FASTPADMP-UK | CON-SNT-FP-MP-UK |
FASTPADMP-CARD | CON-SNT-FP-MP-CRD |
FASTPADLMP-NA | CON-SNT-FP-LMP-NA |
FASTPADLMP-INTL | CON-SNT-FP-LMP-INTL |
FASTPADLMP-UK | CON-SNT-FP-LMP-UK |
FASTPADLMP-CARD | CON-SNT-FP-LMP-CRD |
FASTPADMPR12-NA | CON-SNT-FP12-NA |
FASTPADMPR12-INTL | CON-SNT-FP12-INTL |
FASTPADMPR12-UK | CON-SNT-FP12-UK |
FASTPADMPR12-DC | CON-SNT-FP12-DC |
FASTPADMPR24-NA | CON-SNT-FP24-NA |
FASTPADMPR24-INTL | CON-SNT-FP24-INTL |
FASTPADMPR24-UK | CON-SNT-FP24-UK |
FASTPADMPR24-DC | CON-SNT-FP24-DC |
FastPAD Bundles | |
FASTPADMP6-1-NA | CON-SNT-FP-MP6-1NA |
FASTPADMP6-1-INTL | CON-SNT-FP-MP6-1IN |
FASTPADMP6-1-UK | CON-SNT-FP-MP6-1UK |
FASTPADMP6-2-NA | CON-SNT-FP-MP6-2NA |
FASTPADMP6-2-INTL | CON-SNT-FP-MP6-2IN |
FASTPADMP6-2-UK | CON-SNT-FP-MP6-2UK |
FASTPADMP6-3-NA | CON-SNT-FP-MP6-3NA |
FASTPADMP6-3-INTL | CON-SNT-FP-MP6-3IN |
FASTPADMP6-3-UK | CON-SNT-FP-MP6-3UK |
StrataSphere StrataView Plus | |
StrataView Plus 727 software license (<12 nodes), Sun | CON-SNT-SV-S.727 |
StrataView Plus 8112 software license (<12 nodes), Sun | CON-SNT-SV-S.8112 |
StrataView Plus 727 software license ("12 nodes), Sun | CON-SNT-SV-L.727 |
StrataView Plus 8112 software license ("12 nodes), Sun | CON-SNT-SV-L.8112 |
StrataView Plus 727 SNMP Service Agent (< 12 nodes) | CON-AGT-SV-S.727 |
StrataView Plus 8112 SNMP Service Agent (< 12 nodes) | CON-AGT-SV-S.8112 |
StrataView Plus 727 SNMP Service Agent (" 12 nodes) | CON-AGT-SV-L.727 |
StrataView Plus 8112 SNMP Service Agent (" 12 nodes) | CON-AGT-SV-L.8112 |
StrataSphere Billing and Statistics | |
Standalone Statistics Agent 727, Sun | CON-SNT-STAT.727 |
Standalone Statistics Agent 8112, Sun | CON-SNT-STAT.8112 |
StrataSphere Network Modeling and Design | |
StrataSphere Modeler software license 720 | CON-SNT-MOD.721 |
StrataSphere Modeler software license 810 | CON-SNT-MOD.810 |
StrataSphere Modeler Optimizer 810 | CON-SNT-OPT.810 |
Table 357 : SMARTnet for Cisco Workgroup Products
Description | Product Number |
---|---|
Catalyst 5000 | CON-SNT-WS-C5001 |
Catalyst 3200 | CON-SNT-WS-C3200 |
Catalyst 3000 | CON-SNT-WS-C30XX |
Catalyst 2900 | CON-SNT-WS-C290X |
Catalyst 2820 | CON-SNT-WS-C282X |
Catalyst 2800 (2802 and 2808) | CON-SNT-WS-C280X |
Catalyst 2600 | CON-SNT-WS-C2600 |
Catalyst 2100 | CON-SNT-WS-C2100 |
Catalyst 1900 | CON-SNT-WS-C1900 |
Catalyst 1800 | CON-SNT-WS-C1800 |
Catalyst 1700 | CON-SNT-WS-C1700 |
Catalyst 1600 | CON-SNT-WS-C1600 |
Catalyst 1400 | CON-SNT-WS-C1400 |
Catalyst 1200 | CON-SNT-WS-C1200 |
FastHub 100 repeaters | CON-SNT-WS-C1XX |
Workgroup adapter | CON-SNT-WA-ADAPT |
Workgroup ATM adapter | CON-SNT-WA-ATM |
EtherSwitch Products | |
EPS2115-M0XX | CON-SNT-EPS2115 |
PSP16-M0XX | CON-SNT-PSP16 |
ESF100-M001 | CON-SNT-ESF100 |
SwitchProbes | |
WS-PROBE-DFDDI-ET/TR | CON-SNT-WS-PROBEDF |
WS-PROBE-SFDDI-ET/TR | CON-SNT-WS-PROBESF |
WS-PROBE-SCDDI-ET/TR | CON-SNT-WS-PROBESC |
WS-PROBE-DUAL-ET/TR | CON-SNT-WS-PROBEDU |
WS-PROBE-ETH/TR-4M | CON-SNT-WS-PROBE4M |
WS-PROBE-FE-HD-TX | CON-SNT-WS-PB-FEHD |
WS-PROBE-FE-HD-FX | CON-SNT-WS-PB-FEHD |
WS-PROBE-FE-FD-TX | CON-SNT-WS-PB-FEFD |
WS-PROBE-FE-FD-FX | CON-SNT-WS-PB-FEFD |
Table 358 : SMARTnet for Cisco Internet Products
Description | Product Number |
---|---|
PIX (all versions) | CON-SNT-PIX |
Cisco IPeXchange Internet Gateway 100 | CON-SNT-IG-100X |
Cisco LocalDirector | CON-SNT-LDIR |
Cisco MultiNet for OpenVMS | |
Cisco MultiNet for Open VMS, class 1 VAX (entry) | CON-SNT-MN-VAX-xxxxx |
Cisco MultiNet for Open VMS, class 1 Alpha (entry) | CON-SNT-MN-AXP-xxxxx |
Cisco MultiNet for Open VMS | CON-SNT-MN-ST-xxxxx |
Cisco MultiNet-RT for Open VMS | CON-SNT-RT-ST-xxxxx |
Cisco MultiNet Secure/IP for Open VMS | CON-SNT-SIP-xxxxx |
Cisco Web Server | |
Cisco Web Server for OpenVMS | CON-SNT-WEB-VMS-xxxxx |
Cisco Web Server for Windows 95 | CON-SNT-WEB-95-xxxxx |
Cisco Web Server for WindowsNT | CON-SNT-WEB-NT-xxxxx |
Cisco Web Server for UNIX | CON-SNT-WEB-UX-xxxxx |
Cisco TCP/IP for Windows | |
Cisco TCP/IP Suite 100 for Windows | CON-SNT-IPWIN-xxxxx |
Cisco TCP/IP Stack 100 for Windows | CON-SNT-IPSTK-xxxxx |
Cisco MultiNet OpenVMS and Windows TCP/IP Educational License | |
Cisco MultiNet for OpenVMS educational license | CON-SNT-EDVMS-xxxxx |
Cisco TCP/IP Suite 100 for Windows educational license | CON-SNT-EDWIN-xxxxx |
Table 359 : SMARTnet for Cisco Network Management Tools
Description | Product Number |
---|---|
AtmDirector (Solaris) | CON-SNT-ATMDIR |
CiscoWorks Switched Internetwork Products | CON-SNT-NMS-SI |
SwitchVision Management software | CON-SNT-SW4000 |
SwitchVision, RMON application module | CON-SNT-SW4300 |
SwitchVision, Packet Decoder application | CON-SNT-SW4400 |
Cisco AS5100 Manager/SNMP Console software | CON-SNT-NMS-AS51 |
NETscout RMON Console (for all) | CON-SNT-WS-RCON |
VlanDirector (Sun or HP) | CON-SNT-VLANDIR |
IPX-TCP/IP Gateway software | CON-SNT-CIJ-NT-xxxxx |
CiscoWorks | |
CiscoWorks for SunNet Manager | CON-SNT-NMS-SNM |
CiscoWorks HP OpenView/HP-UX | CON-SNT-NMS-OVH |
CiscoWorks HP OpenView/Sun | CON-SNT-NMS-OVS |
CiscoWorks Blue Native Service Point-NetView | CON-SNT-BLUNSP-NV |
CiscoWorks Blue Native Service Point-NetMaster | CON-SNT-BLUNSP-NM |
CiscoWorks Blue Maps | |
CiscoWorks Blue Maps for NetView for AIX | CON-SNT-BLUMAP-NV |
CiscoWorks Blue Maps for HP OpenView on HP/UX | CON-SNT-BLUMAP-OVH |
CiscoWorks Blue Maps for SunNet Manager | CON-SNT-BLUMAP-SNM |
CiscoWorks Blue SNA | |
CW-BLU-SNA1.0-NV-S | CON-SNT-SNA-NV-SM |
CW-BLU-SNA1.0-NV-M | CON-SNT-SNA-NV-MD |
CW-BLU-SNA1.0-NV-L | CON-SNT-SNA-NV-LG |
CW-BLU-SNA1.0-NV-EVO | CON-SNT-EVO-NV |
CW-BLU-SNA1.0-OVH-S | CON-SNT-SNA-OVH-SM |
CW-BLU-SNA1.0-OVH-M | CON-SNT-SNA-OVH-MD |
CW-BLU-SNA1.0-OVH-L | CON-SNT-SNA-OVH-LG |
CW-BLU-SNA1.0-OVH-EVO | CON-SNT-EVO-OVH |
CW-BLU-SNA1.0-SNM-S | CON-SNT-SNA-SNM-SM |
CW-BLU-SNA1.0-SNM-M | CON-SNT-SNA-SNM-MD |
CW-BLU-SNA1.0-SNM-L | CON-SNT-SNA-SNM-LG |
CW-BLU-SNA1.0-SNM-EVO | CON-SNT-EVO-SNM |
Cisco Hub Ring Manager | CON-SNT-HRM-PC |
CiscoWorks for Windows | CON-SNT-NMS-CW-WIN |
CiscoView | |
CiscoView 3.1.1 for SunNet Manager/Solaris | CON-SNT-NMS-CV-SNM |
CiscoView 3.1.1 for HP OpenView/Solaris | CON-SNT-NMS-CV-OVS |
CiscoView 3.1.1 for HP OpenView/HPUX | CON-SNT-NMS-CV-OVH |
NETSYS Tools | |
NETSYS Connectivity Tools, 25 routers (Sun) | CON-SNT-CT-25-SUN |
NETSYS Connectivity Tools, 50 routers (Sun) | CON-SNT-CT-50-SUN |
NETSYS Connectivity Tools, 100 routers (Sun) | CON-SNT-CT-100-SUN |
NETSYS Connectivity Tools, 100 extenders (Sun) | CON-SNT-CT-EXT-SUN |
NETSYS Connectivity Tools, 25 routers (HP) | CON-SNT-CT-25-HP |
NETSYS Connectivity Tools, 50 routers (HP) | CON-SNT-CT-50-HP |
NETSYS Connectivity Tools, 100 routers (HP) | CON-SNT-CT-100-HP |
NETSYS Connectivity Tools, 100 extenders (HP) | CON-SNT-CT-EXT-HP |
NETSYS Connectivity Tools, 25 routers (AIX) | CON-SNT-CT-25-AIX |
NETSYS Connectivity Tools, 50 routers (AIX) | CON-SNT-CT-50-AIX |
NETSYS Connectivity Tools, 100 routers (AIX) | CON-SNT-CT-100-AIX |
NETSYS Connectivity Tools, 100 extenders (AIX) | CON-SNT-CT-EXT-AIX |
NETSYS Performance Tools, 25 routers (Sun) | CON-SNT-PT-25-SUN |
NETSYS Performance Tools, 50 routers (Sun) | CON-SNT-PT-50-SUN |
NETSYS Performance Tools, 100 routers (Sun) | CON-SNT-PT-100-SUN |
NETSYS Performance Tools, 100 extenders (Sun) | CON-SNT-PT-EXT-SUN |
NETSYS Performance Tools, 25 routers (HP) | CON-SNT-PT-25-HP |
NETSYS Performance Tools, 50 routers (HP) | CON-SNT-PT-50-HP |
NETSYS Performance Tools, 100 routers (HP) | CON-SNT-PT-100-HP |
NETSYS Performance Tools, 100 extenders (HP) | CON-SNT-PT-EXT-HP |
NETSYS Performance Tools, 25 routers (AIX) | CON-SNT-PT-25-AIX |
NETSYS Performance Tools, 50 routers (AIX) | CON-SNT-PT-50-AIX |
NETSYS Performance Tools, 100 routers (AIX) | CON-SNT-PT-100-AIX |
NETSYS Performance Tools, 100 extenders (AIX) | CON-SNT-PT-EXT-AIX |
TrafficDirector | |
TrafficDirector for SunOS or Solaris | CON-SNT-TD-SUN |
TrafficDirector for HP-UX | CON-SNT-TD-HP |
TrafficDirector for IBM-AIX | CON-SNT-TD-IBM |
TrafficDirector for PC Windows | CON-SNT-TD-PC |
DNS/DHCP Manager and Server Suite 1000 | |
Cisco Server Suite 1000 | CON-SNT-SS1000-xxxxx |
Cisco DNS/DHCP Manager | CON-SNT-DDM-xxxxx |
Table 360 lists SMARTnet product numbers for products that are no longer available from Cisco but are still supported.
Table 360 : SMARTnet for Discontinued Products
Description | Product Number |
---|---|
ASM-CS Products | |
ASM/3 | CON-SNT-AS |
Cisco 500-CS Products | |
508-CS | CON-SNT-C8 |
516-CS | CON-SNT-C16 |
AGS Products | |
AGS/2 | CON-SNT-A |
AGS/3 | CON-SNT-A |
AGS+ | CON-SNT-F |
MGS Products | |
MGS/4 | CON-SNT-M4 |
MGS/3 | CON-SNT-M |
MGS/2 | CON-SNT-M |
HYB, CGS and CPT Products | |
CGS/4 | CON-SNT-C4 |
CGS/3 | CON-SNT-C |
CGS/2-A | CON-SNT-C |
CGS/2-B | CON-SNT-C |
CGS/2-C | CON-SNT-C |
CGS/2-D | CON-SNT-C |
CGS/2-E | CON-SNT-C |
CGS/2 | CON-SNT-C |
CPT/3 | CON-SNT-CT |
CPT/4 | CON-SNT-CT |
CPT/2 | CON-SNT-CT |
HyBridge-A | CON-SNT-H |
HyBridge-B | CON-SNT-H |
HyBridge-C | CON-SNT-H |
HyBridge-D | CON-SNT-H |
HyBridge-E | CON-SNT-H |
Terminal Servers | |
MSM/X (All) | CON-SNT-MS |
IGS Products | |
IGS Ethernet/Ethernet Multiprotocol Router | CON-SNT-I |
IGS/R | CON-SNT-I |
IGS/TR | CON-SNT-ITR |
Cisco 2100 Products | |
CISCO2102 | CON-SNT-2102 |
CISCO2202 | CON-SNT-2202 |
Workgroup Concentrator/Catalyst | |
WS-C11XX | CON-SNT-WS-C1100 |
EtherSwitch Products | |
EPS1500-XXXX | CON-SNT-EPS1500 |
EPS500B-XXXX | CON-SNT-EPS500B |
EPS2015-M0XX | CON-SNT-EPS2015 |
PSMTX-0001 | CON-SNT-PSMTX |
RPSMTX-0001 | CON-SNT-PSMTX |
AGS+ Products | |
AGS+/4 | CON-SNT-F4 |
AGS+/3 | CON-SNT-F |
Cisco 3000 Products | |
CISCO3101 | CON-SNT-3101 |
CISCO3102 | CON-SNT-3102 |
CISCO3103 | CON-SNT-3103 |
CISCO3104 | CON-SNT-3104 |
CISCO3202 | CON-SNT-3202 |
CISCO3204 | CON-SNT-3204 |
Comprehensive On-Site Field Service
Cisco offers Comprehensive On-Site Support service. This type of support is currently delivered by Cisco in the U.S., Canada, and Australia. Comprehensive support includes all SMARTnet services plus on-site hardware maintenance service. All Cisco products at specific customer locations must be registered under a Cisco Comprehensive On-Site Support Agreement. Cisco support customers can purchase different levels of support (SMARTnet or Comprehensive) based on the physical location of Cisco products (headquarters, branch, remote office, and so on) and different support needs at those locations. When purchasing Comprehensive support, customers must identify the exact location(s) of Cisco products to ensure that the entitled level of support is provided. Customers are also required to notify Cisco of any moves, adds, or changes to equipment under contract.
The Comprehensive On-Site Support service is available at three service levels:
Also note the following important information regarding Cisco Comprehensive On-Site Support:
Global Solution Services (GSS)
Global Solution Services (GSS) offer multiple technical support options as well as streamlined, integrated purchasing and delivery to Cisco customers with operations in more than one country. Under GSS, multinational customers can centrally purchase Cisco products and services. When customers choose the central purchasing option for Cisco product, Cisco handles the export of the product, with local product delivery supplied by in-country partners and management provided by Cisco.
GSS customers also have two service options:
Based on specific needs at each customer site around the world, the customer may choose either the SPOC service delivery option or the local service delivery option on a per location basis.
The GSS SMARTnet product numbers are listed in Table 361.
Table 361 : GSS SMARTnet Product Numbers
Service Level | SPOC Product Number | Local Product Number |
---|---|---|
Level 1 service | CON-STD-GBL | CON-STD-LOC |
Level 2 service | CON-STD4-GBL | CON-STD4-LOC |
Level 3 service | CON-PREM-GBL | CON-PREM-LOC |
Network-Supported Accounts (CON-NSA)
In response to today's large, complex internetwork environments, Cisco has developed the Network-Supported Accounts (NSA) program to provide personalized, proactive, and consultative support to customers. NSA is a value-added service option that enhances customers' SMARTnet or Comprehensive service contracts, extending the technical services they receive from Cisco and assisting them to deploy internetworking technology quickly.
The NSA program provides a designated team of Cisco Certified Internetworking Expert (CCIE) engineers for each account who act as an extension of the customer's internal network operation and design groups. To provide proactive and consultative support, the NSA team stays current on the customer's network environment. This is achieved through constant engagement with the customer's staff as well as access to the customer's current network topology maps and configuration information.
One NSA team member becomes the primary point of contact for all of the customer's technical support needs, both proactive and reactive. The other members of the NSA support team function both as additional resources and as backups for the primary contact.
The NSA team strives to ensure the customer's success by providing a variety of services to complement Cisco's standard support programs.
Installation services include the following:
SMARTinstall provides on-site support and remote technical assistance for network connectivity. Installations are available in the United States, Canada, and in specific international cities for multinational customers. Installations are performed from 9:00 a.m. to 5:00 p.m. Monday through Friday, excluding Cisco-observed holidays or locally observed holidays outside of the U.S. and Canada. For U.S. and Canada installations, the Cisco On-Site Services Team will acknowledge receipt of a customers' SMARTinstall order by sending a site preparation guide and a confirmation letter.
SMARTinstall product numbers are listed in Table 362.
Product | Product Number |
---|---|
Cisco 7000 series products | SMRT-INST-C7000 |
Cisco access servers-AS5101, AS5200 | SMRT-INST-AS5000 |
ATM switch products-LightStream products | SMRT-INST-ATM |
Cisco 4000 series products | SMRT-INST-ACCESS |
Cisco 2500 series products | SMRT-INST-ACCESS |
Cisco AccessPro PC card | SMRT-INST-AP |
Cisco 1000 series products | SMRT-INST-C1000 |
Cisco 750 series products | SMRT-INST-C750 |
Workgroup Concentrator/Catalyst | SMRT-INST-CATALYST |
Workgroup adapter products | SMRT-INST-ATMADAPT |
EtherSwitch products | SMRT-INST-EPS |
Global Solution Services Installation
GSS Installation Services are available to multinational customers. Additional charges may be applicable for installations performed outside of the United States and Canada that are not within 75 kilometers of a Service Partner or Cisco service center. Expedite fees are applicable for Cisco installations after hours, on weekends, and on Cisco-observed or locally observed holidays.
GSS installation product numbers are listed below:
On-Site Installation Service for StrataCom Products
This service provides onsite hardware and software installation for StrataCom products only. It ensures the smooth addition of equipment to wide-area digital networks. The service is available worldwide and includes the following:
Table 363 lists the product numbers for onsite installation services.
Table 363 : On-Site Installation Services for StrataCom Products
Description | Product Number |
---|---|
On-site installation per shelf-AXIS | BS-IC-AXIS |
On-site installation for BPX-REDUNDANT | BS-IC-BPX-REDUNDAN |
On-site installation for BPX | BS-IC-BPX |
On-site installation for IGX 8 or IPX 8 | BS-IC-IGX/IPX-8 |
On-site installation for IGX 16 or IPX 16 | BS-IC-IGX/IPX-16 |
On-site installation for IGX 32 or IPX 32 | BS-IC-IGX/IPX-32 |
On-site installation for FastPad | BS-IC-FP |
On-site installation for INS-DNS | BS-IC-INS |
Cisco Connection Online (CCO) is Cisco's industry-leading online support and information service, available 24 hours a day, 7 days a week. CCO provides users with a wealth of up-to-date information, with hundreds of new documents being added or updated each month. And CCO provides the most comprehensive collection of online technical resources in the industry. In the recent user survey conducted by Data Communications magazine, Cisco ranked number one among internetworking vendors for quality of online services.
Real-Time Online Support and Information Service
Cisco has responded to the mission-critical needs of customers and partners by providing access to its online technical information service, including Cisco's internal service databases. As Cisco's leadership and expertise in the internetwork industry have increased, so have its online service offerings. Today, Cisco Connection Online (CCO) provides the most comprehensive collection of online technical resources in the industry. This paradigm enables customers and partners to define the information they need and the way in which it will be delivered and helps to ensure a free flow of information.
Link Directly into a Wealth of Information
CCO provides a wealth of information:
CCO provides two levels of access:
Guest users have access to general company and product information. Registered users have access to all information at the Guest level, plus additional in-depth information and advanced online applications and services.
Customers and partners can access CCO today as Guest users at http://www.cisco.com and register online with a Cisco service contract number or partner-provided account number. For other access methods, call the Cisco Technical Assistance Center at 800 553-2447 in the U.S. and Canada, 32 2 778 4242 in Europe, 61 2 9935 4107 in the Asia/Pacific region, or 408 526-7209 in all other areas. You can also send e-mail to tac@cisco.com or contact the Cisco partner from whom the product was purchased.
Cisco Commerce Agents are unique applications designed specifically for Cisco customers and partners. Commerce Agents offer a number of features and benefits that allow easy access to critical business data online at any time, from anywhere in the world.
Status Agent provides quick and easy access to current information on Cisco orders. This application simplifies and enhances the ability to track the progress and status of Cisco orders 24 hours a day, 365 days a year.
Pricing Agent allows direct customers to access Cisco's online Price List. Price searches can be based on product family, product description, or product number. An additional feature allows customers to download the entire price list to a computer.
Configuration Agent offers searches of configurable Cisco products and the creation of product configurations online.
Service Order Agent assists customers and partners in getting status on their service orders and links directly to Cisco's service order management database. This feature allows them real-time access to the status of their service orders.
Registration for Commerce Agents Access
To register for the Commerce Agent applications, customers or partners must provide valid purchase orders or sales order numbers and corresponding billing addresses. In addition, they must be employees of the company being billed.
For more information about Cisco's Commerce Agents, contact the Electronic Commerce Group at commerce-agents@cisco.com.
Internetworking Product Center
Cisco's Internetworking Product Center (IPC) is a Web-based application located in CCO within the Cisco MarketPlace. IPC allows users to configure, price, route, and submit electronic orders for Cisco products and services via the World Wide Web.
IPC offers numerous benefits, including access to extensive product configuration and pricing information, order verification, and online order submission capabilities.
Users can access the Internetworking Product Center in one of two ways:
Access IPC via Cisco Connection Online (http://www.cisco.com) under the Products and Ordering section in the Cisco MarketPlace.
Professional Network Consulting and Certification
Professional Network Consulting
Cisco Systems offers professional network consulting for customers who require onsite technical support during the planning and implementation of their internetworks. The Cisco network consultant will evaluate customers' present and future networking needs, covering such areas as anticipated network performance, future viability of internetworking existing protocols, preinstallation concerns, and a recommended network design. Customers requesting consulting services should provide brief statements of work. For more professional network consulting information, contact your local Cisco sales representative or Global Service Manager.
Network Audit for StrataCom Products
For Cisco customers who need a tool to improve overall WAN system performance, Cisco offers Network Audit. This service is offered for StrataCom products only and is available worldwide. It provides a remote audit of the customer's network to evaluate system configuration, performance, and usage by an expert team of Cisco engineers.
Typically the information access portion of a Network Audit is performed over a one-week period. This allows Cisco to evaluate a representative sampling of usage patterns and tailor recommendations to specific situations. Cisco takes an accurate, detailed, up-to-the-minute "snapshot" of key aspects of system configuration, resource allocation, and bandwidth usage.
Cisco engineers use this information to develop a Network Audit Report including an executive summary and overview; explanation and analysis of resources; comprehensive, color-coded charts; network, domain, and node-level summaries, and a complete listing of the team's findings and recommendations.
This is a per-incident service and is not an annual contract. Pricing for this service is dependent on network size. Please contact your local Cisco account manager for more information.
Table 364 provides a list of product numbers for StrataCom Network audits.
Table 364 : StrataCom Network Audit Product Numbers
Description | Product Number |
---|---|
StrataCom network audit (up to 25 nodes) | BS-NETAUD-25 |
StrataCom network audit (26-40 nodes) | BS-NETAUD-40 |
StrataCom network audit (41-60 nodes) | BS-NETAUD-60 |
StrataCom network audit (61-80 nodes) | BS-NETAUD-80 |
StrataCom network audit (81-100 nodes) | BS-NETAUD-100 |
StrataCom network audit (100+ nodes) | BS-NETAUD-PLUS |
StrataCom network audit additional copy | BS-NETAUD-REP |
Developed to complement Cisco's existing support programs, Cisco offers the Cisco Certified Internetwork Expert (CCIE) program. The CCIE program is designed to provide customers' technical staffs with a defined level of knowledge that meets the internetworking challenges of supporting mission-critical networks.
The CCIE program provides the following:
To earn the title of Cisco Certified Internetwork Expert, candidates must satisfactorily complete all requirements. Requirements are as follows:
To inquire about training class and lab schedules, to enroll in the CCIE Certification Lab, or to request additional information, contact your account representative/distributor or Cisco directly as shown in the following table.
Location | Phone | Fax | Internet |
---|---|---|---|
U.S./Canada/Pacific Rim/
South America |
800 553-NETS (6387) or 408 526-4000 outside North America | cs-rep@cisco.com | |
Europe
(Contact: Ingrid Landmeters) |
+32 2 778 4276 | +32 2 778 4300 | ilandmet@cisco.com |
Cisco offers noncontract services including telephone support, field service support, advance replacement parts, and factory repair and return.
24-hour telephone support is available from Cisco. Noncontract telephone support will be billed at the prevailing Time and Materials rates. All noncontract calls will be handled on a "first-come, firstserved" basis, with response time dependent on Cisco resource availability.
Noncontract On-Site Field Service Support
Cisco will perform onsite remedial hardware service for noncontract customers. The labor and travel charges for noncontract remedial service calls will be subject to the current Time and Materials rates. The parts used will be billed at the prevailing Advance Replacement rates. Full list price will be charged for any additional items required or where a returned failed part is unrepairable. Response time will be on a best-effort basis.
Cisco can provide advance replacement parts for all Cisco-manufactured products. Advance replacement parts are shipped prepaid overnight express, provided the request is received prior to 3:00 p.m. Pacific time. Cisco assumes that the customer has properly isolated the failed unit prior to requesting the advance replacement.
Cisco provides repair for all of its products at its repair center. All repairs are completed by factory-trained technicians. Repairs are diagnosed and tested under the same criteria as those specified by the original manufacturing process.
How to Contact Cisco for Service
Table 365 provides phone numbers, fax numbers, and e-mail addresses for contacting Cisco for service and technical assistance.
Table 365 : Cisco Service Contacts
Contact | Phone | Fax | |
Technical Assistance Center
Technical advice and assistance Product diagnosis and repair |
800 553-24HR (2447) or
408 526-7209 |
408 526-8787 | tac@cisco.com |
Technical Assistance Center (Asia/Pacific)
Technical advice and assistance Product diagnosis and repair |
+61 2 9935 4107 | +61 2 9954 9453 | asiapac-tac@cisco.com |
Technical Assistance Center (Europe)
Technical advice and assistance Product diagnosis and repair |
+32 2 778 4242 | +32 2 778 4300 | euro-tac@cisco.com |
Customer Services (Worldwide)
Information regarding products or services Order status or changes Training enrollment Software upgrades Express Cisco Connection Online (CCO) registration and help |
800 553-NETS (6387) or
408 526-7208 |
408 526-7118
408 526-7117 |
cs@cisco.com
cs@cisco.com cs@cisco.com training-enrollment@ cisco.com cs@cisco.com express@cisco.com cs@cisco.com or cio-help@cisco.com |
On-Site Services
SmartInstall Equipment moves, adds, or changes Equipment upgrades |
800 829-2447
or 408 526-8750 |
408 526-7550 | oss-team@cisco.com |
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