Cisco SMARTnet Service
Proactive support for network infrastructure

Cisco SMARTnet provides award-winning technical support along with an entitlement to smart capabilities. Solve problems faster,
improve operational efficiency, and reduce your risk of downtime. Smart Net Total Care gives you more time
to focus on business innovation while proactively supporting your infrastructure.

Cisco SMARTnet Overview
Extend the Life of Your Network Assets
As your network grows and changes in response to business demands, Cisco Technical Support Services help to accelerate your success. This flexible suite of Cisco support services is designed to meet your individual business needs and assist you in effectively managing your network services while controlling operational costs. Whether you require reliable day-to-day network support or immediate resolution of critical issues, Cisco Technical Support Services can be the trusted resource you can rely on to help you meet those business needs.
Award-Winning Service and Support – Cisco Technical Assistance Center
Available on the Web or by telephone, highly skilled Cisco Technical Assistance Center (TAC) engineers, including certified and CCIE professionals, are among the best in the industry, offering:
1、Superior expertise in a broad range of technologies
2、Knowledge transfer resources to enhance your skills
3、Sophisticated call routing to the right experts
4、Cisco live collaborative sessions
5、Global support available in local languages
SMARTnet service codes and software entitlement
The final important difference in the various SMARTnet service codes (as detailed below) is the software entitlement that the SMARTnet contract will provide. It is therefore important for you to firstly understand your device from a software capability and requirement perspective before choosing your SMARTnet service.Equally important is the fact that all types of SMARTnet contract only provide a legal entitlement to utilise any software specific to solely the devices named on the contract only and not for any other device as this would be a legal breach of the SMARTnet contract.
SMARTnet service codes and software entitlement
  • SMARTnet Software & support only :
    Service Code(s) - SW
    • This type of SMARTnet is a good option if you don't need hardware replacement but do require access to applicable software up and downgrades (e.g. IOS) available to your Cisco device. This service code also gives you access to high-end technical support from Cisco's TAC. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.
    • Cisco Service Code SW Hardware Replacement No Hardware Installed N/A Hardware SLA N/A
      Cisco TAC Support Yes (24x7) Software Access Yes Cisco.com resources Extended access IPS Signatures (as available) No
  • SMARTnet HW replacement without engineer :
    Service Code(s) - SNT, SNTE, SNTP, S2P
    • This type of SMARTnet is a good option if you need advance hardware replacement (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives), but you don't need a Cisco certified engineer to install the replacement hardware on site. It comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.
    • Hardware Replacement Yes Hardware Installed No (Delivery only) Cisco TAC Support Yes (24x7)
      Software Access Yes Cisco.com resources Extended Access IPS Signatures (as available) No
      • Cisco Service Code
      • SNT
      • SNTE
      • SNTP
      • S2P
      • Hardware SLA
      • 8x5xNBD
      • 8x5x4
      • 24x7x4
      • 24x7x2
  • SMARTnet HW replacement with engineer :
    Service Code(s) - OS, OSE, OSP, PREM
    • This type of SMARTnet is a good option if you need advance hardware replacement (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives), by a Cisco certified engineer who will install the replacement hardware on site. It comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.
    • Hardware Replacement Yes Hardware Installed Yes (Onsite) Cisco TAC Support Yes (24x7)
      Software Access Yes Cisco.com resources Extended Access IPS Signatures (as available) No
      • Cisco Service Code
      • OS
      • OSE
      • OSP
      • PREM
      • Hardware SLA
      • 8x5xNBD
      • 8x5x4
      • 24x7x4
      • 24x7x2
  • SMARTnet (With IPS) HW replacement without engineer :
    Service Code(s) - SU 1 to 4
    • This type of SMARTnet is very similar to that offered by SNT, SNTE, SNTP, S2P levels (in hardware replacement terms) but with the distinction that it also provides IPS signatures. As such it is only applicable to those devices with IPS (Intrusion Prevention System) capabilities. The ever changing / evolving external threat that IPS services safeguard against means it is usually important to ensure that any device with IPS capabilities is kept up-to-date. A Cisco SMARTnet contract is the only way to obtain IPS updates via the service codes listed below.

      It also comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.
    • Hardware Replacement Yes Hardware Installed No (Delivery only) Cisco TAC Support Yes (24x7)
      Software Access Yes Cisco.com resources Extended Access IPS Signatures (as available) Yes
      • Cisco Service Code
      • SU1
      • SU2
      • SU3
      • SU4
      • Hardware SLA
      • 8x5xNBD
      • 8x5x4
      • 24x7x4
      • 24x7x2
  • SMARTnet (With IPS) HW replacement with engineer :
    Service Code(s) - SUO 1 to 4
    • This type of SMARTnet is very similar to that offered by OS, OSE, OSP, PREM levels (in hardware replacement terms) but with the distinction that it also provides IPS signatures. As such it is only applicable to those devices with IPS (Intrusion Prevention System) capabilities. The ever changing / evolving external threat that IPS services safeguard against means it is usually important to ensure that any device with IPS capabilities is kept up-to-date. A Cisco SMARTnet contract is the only way to obtain IPS updates via the service codes listed below.

      It also comes with 24x7 TAC access and applicable software up and downgrades (e.g. IOS) available to your Cisco device. To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available for that device then please click here.
    • Hardware Replacement Yes Hardware Installed No (Delivery only) Cisco TAC Support Yes (24x7)
      Software Access Yes Cisco.com resources Extended Access IPS Signatures (as available) Yes
      • Cisco Service Code
      • SUO1
      • SUO2
      • SUO3
      • SUO4
      • Hardware SLA
      • 8x5xNBD
      • 8x5x4
      • 24x7x4
      • 24x7x2
  • SMARTnet Essential UC software :
    Service Code(s) - ESW, ECD, ECE, ECPM, EC4P
    • You will need this type of SMARTnet if your device directly delivers Cisco's 'Unified Communications' operating services (e.g. Unity, UCM, UCWL). These support codes provide *ongoing support for essential software maintenance (bug fixes / minor upgrades within current version etc). However to upgrade the application (major upgrade to next version) you will require UCSS provision which is not included within SMARTnet.

      All service codes come with 24x7 TAC access and advance hardware replacement (except ESW) (advance = faulty hardware that doesn't need to be inspected prior to being replaced and only needs to be returned after the replacement arrives) by a Cisco certified engineer who will install the replacement hardware on site (EC4P) or just delivered by courier (all except ESW). To find out if this service is available for your Cisco device(s), and calculate an instant price for SMARTnet support while viewing all the support options available please click here.
    • Hardware Replacement Yes (No for ESW) Hardware Installed No (Yes for EC4P) Cisco TAC Support Yes (24x7)
      Software Access *Yes (Essential) Cisco.com resources Extended Access IPS Signatures (as available) No
      • Cisco Service Code
      • ESW
      • ECD
      • ECE
      • ECPM
      • EC4P
      • Hardware SLA
      • N/A
      • 8x5xNBD
      • 8x5x4
      • 24x7x4
      • 24x7x4 (Onsite)
  • SMARTnet Application support :
    Service Code(s) - SAS, SAU
    • For software application support (security, network management etc) you need to choose from either of the support codes listed below. Both provide 24x7 TAC access and extended access to Cisco.com but what fundamentally differentiates them is the level of software maintenance provided. SAS only provides ongoing maintenance (bug fixes / minor upgrades within current version etc). However SAU provides major upgrades entitling those using this service to upgrade to next version.

      • Cisco Service Code
      • SAS
      • SAU
      • Minor Upgrades
      • Yes
      • Yes
      • Major Upgrades
      • No
      • Yes
  • Smart Foundation Small businesses support :
    Service Code(s) - SMBS
    • If your device is part of a network with fewer than 250 users and you need entry level support for data issues only then an SMBS Smart Foundation contract could be right for you. It differs from the other support contracts as it has its own TAC available only 8x5 (working hrs) and all responses are made within 1 business day. Also hardware replacement is not timed as an SLA with replacement hardware being dispatched on the day of fault diagnosis but with no guarantee on the arrival timing.
    • Hardware Replacement Yes Hardware Installed No (Delivery only) Cisco TAC Support Yes (8x5 SMB TAC)
      Software Access Yes (bug fix only) Cisco.com resources Extended Access IPS Signatures (as available) No
      • Cisco Service Code
      • SMBS
      • Hardware SLA
      • 8x5xSDS 'Same Day Shipment' with no time delivery guaranteed
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