Question
Can I purchase Cisco SMARTnet Support services for a Cisco device that has not been covered previously by a Cisco service contract?
Answer
Yes, but you must be using the current version of the software. If the software is one or more release older than the current release, your company must first purchase the current release before it can purchase SMARTnet Support services for each device. Additionally, the product must be inspected by Cisco to ensure that all components and software are approved by Cisco. There are also recertification charges and requirements on hardware and you must be at current version of software or no more than two versions behind and you will be required to upgrade and pay all fees associated.
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All rights reserved
Question
Can I purchase ISMOnet service for equipment that has not been covered previously by a service contract?
Answer
Yes, not only can you cover equipment that is End Of Life, End Of Service or the contract has lapsed you may also cover used equipment with no recertification charges or requirements. There is also no requirement or limitation as it pertains to IOS versions. ISMO Net may require a site survey for equipment verification, if this
site survey is required, it will be provided at no charge to the customer. Customer is responsible for insuring equipment is not faulty or failing prior to contract activation.
Service Partner
ISMOnet SERVICES
(as compared to Cisco SMARTnet)
Independent Service Maintenance Organization (ISMO) Net Services offers you comparable service programs with flexibility. ISMOnet can reduce costs by providing Service Level Agreements (SLA’s) specific to hardware vs. site location.
Per Cisco's own documentation, a SMARTnet contract is supported by third party providers.
"Q. I understand that Cisco TAC out-tasks services under a SMARTnet Support contract. How will this affect the handling of my
network issues?
A. Cisco TAC relies on a network of partners and third-party vendors to provide basic services on our behalf. This is a common
practice in the industry." Cisco SmartNet Support Q&A DocumentationISMOnet service will allow you to manage your business instead of managing your contracts. GO ISMO with ServiceKey!
| Product Examples | SMARTnet | ISMOnet |
|---|---|---|
| Hardware Warranty Duration | Renewable Contracts | Renewable Contracts |
| *Software Warranty Duration | Renewable Contracts | Renewable Contracts |
| TAC Support | Yes | Yes - Technical Account Manager support |
| IOS Software Maintenance | Yes | Yes |
| Application Software Updates | No | No |
| Registered Access to Cisco.com | Yes | TAM will provide requested information |
| Parts Replacement | Standard Next Business Day delivery, 4-hour on-site |
Standard Next Business Day delivery, 4-hour on-site |
Basic Support Program- 8X5XNBD (Next Business Day)
Compared to Cisco SMARTnet SNT
Includes:
- 8x5 Tech Support – both by phone and online
- Next Business Day hardware replacement - must call by 3pm on a business day
- Access to appropriate IOS updates via FTP or other preferred delivery method
- Network monitoring option available
- On‐site service upgrade available**
Business Critical Program - 12X5X4
Compared to Cisco SMARTnet SNTE
Includes:
- 12x5 Tech Support – both by phone and online
- 4-hour hardware replacement
- Access to appropriate IOS updates via FTP or other preferred delivery method
- Not available in all areas
- Network monitoring option available
- On‐site service upgrade available**
Mission critical - 24X7X4
Compared to Cisco SMARTnet SNTP
Includes:
- 24x7 Tech Support - both by phone and online
- 4-hour hardware replacement
- Use of the ISMOnet site for IOS updates
- Access to appropriate IOS updates via FTP or other preferred delivery method
- Not available in all areas
- Network monitoring option available
- On‐site service upgrade available**
*Customer is responsible for all licensing & major upgrades when applicable.
*On‐site service upgrades are available on all contracts, request a Service Level Agreement from your Representative.
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