Warranty Extension | Online Support (CCO) | Technical Assistance Center (TAC) | Cisco Software Updates | Hardware Replacement | Onsite Service | Configuration Services | |
---|---|---|---|---|---|---|---|
SMARTnet Maintenance | --- | Yes | Unlimited | Yes (IOS) | Next business day | --- | --- |
SMARTnet Onsite | --- | Yes | Unlimited | Yes (IOS) | 4 hour | 4 hour | --- |
Software Application Support Plus Upgrades | --- | Yes | Unlimited | Yes | --- | --- | --- |
Install Plus Config | --- | --- | --- | --- | --- | Physical hardware setup | Simple configuration |
Advance Replacement | --- | --- | One incident | --- | Next business day | --- | --- |
Cisco offers a variety of startup services, maintenance services, and consultation services. The following table gives a brief description of each offering.
Product | Description |
---|---|
Startup Services | |
Advanced Installation Services (AIS) | Provides a variety of services that meet your LAN installation requirements; AIS has three options:
|
Network Implementation Services (NIS) | Provides complete, seamless support of network development for Cisco WAN products; it includes project management, project engineering, and onsite installation |
Global Solution Services Installation | Provides services to help multinational customers efficiently prepare for and install all Cisco products |
Maintenance Services | |
SMARTnet Maintenance | Provides customers with software maintenance, registered access to CCO, advance replacement of hardware, and technical support required for self-maintenance. SMARTnet maintenance has three delivery options:
Each level of SMARTnet services is available in a shrink-wrapped package, allowing it to be effectively marketed through resellers |
SMARTnet Onsite | Provides all the benefits of SMARTnet maintenance, plus one of the following remedial onsite hardware services:
Packaged SMARTnet OnSite 24 x 7 x 4 provides SMARTnet OnSite 24x7x4 service in a shrink-wrapped package, allowing it to be effectively marketed through resellers. |
Cisco Advance Replacement | Provides customers with next-business-day replacement of hardware, and assistance from the TAC, by telephone, on a single occasion. Packaged Cisco Advance Replacement provides Cisco Advanced Replacement in a shrink-wrapped package, enabling it to be effectively marketed through resellers. |
Global Solution Services (GSS) | SMARTnet and SMARTnet Onsite support for multinational customers; the customer has two options for service delivery: Single point of contact (SPOC)---worldwide service delivered from Cisco Local support---in-country service provided by a network of authorized GSS providers In addition, GSS offers central purchasing for purchases destined for multiple countries, with local product delivery supplied by in-country partners. |
Noncontract Services | Cisco provides the following noncontract services:
|
Consultive Services | |
Network Supported Accounts | Provides personalized, proactive support, including a designated team of Cisco Certified Internetwork Expert (CCIE) support engineers who act as a remote extension of a customer's internal network operations group |
Professional Services | Offers four services, which are performed by Cisco Professional Services Providers:
|
Cisco's service solutions are designed to provide resellers and distributors the service foundation to fulfill their customers' service requirements. Cisco has developed a support strategy to meet the needs of both resellers that wish to provide support to their customers and those who choose not to.
Cisco provides technical tools and tips on line to assist customers and resellers. More information on these tools can be found at the following Web site: http://www.cisco.com/public/serv_tools.shtml. Information on technical tips can be found at http://www.cisco.com/public/serv_tips.shtml.
The service products listed below are available in the following countries: Australia, Canada, EU countries, Norway, Switzerland, and United States.
Cisco Service Products1 | |
CON-SNT-PKG(x) | SMARTnet 8 x 5 x Next Business Day |
CON-MYSNT-PKG(x) | 3-year SMARTnet 8 x 5 x Next Business Day |
CON-SNTE-PKG(x) | SMARTnet 8 x 5 x 42 |
CON-SNTP-PKG(x) | SMARTnet 24 x 7 x 42 |
CON-OS-PKG(x) | SMARTnet Onsite 8 x 5 x Next Business Day |
CON-OSE-PKG(x) | SMARTnet Onsite 8 x 5 x 42 |
CON-OSP-PKG(x) | SMARTnet Onsite 24 x 7 x 42 |
CON-SAU-PKG(x) | Software Application Support plus Upgrades |
BS-INSTALL-PKG | Install plus Config |
CON-AR-PKG(x) | Cisco Advance Replacement |
CON-EXTEND-PKG(x) | Cisco Extend |
1Cisco has assigned most of its service products to one of 18 categories. The (x) in the part number signifies the category number. To determine which category a product belongs to, see Cisco's Product to Service Category tool at http://www.cisco.com/warp/public/779/smbiz/service/smartnet/index.html. 2This service is available only within the following distance from a parts depot or Cisco-authorized service location: in the U.S., 75 driving miles; in Europe and Canada, 120 driving kilometers; in Australia, 75 driving kilometers. To determine if this level of service is available for a particular location, use the Cisco Service Availability matrix at http://www.cisco.com/warp/public/779/smbiz/service/smartnet/index.html. |
Warranty | Products Covered1 | Description |
---|---|---|
90-Day Advance Replacement | Cisco 2500, 2600, 3600, 3800, 4000, 7000, 12000, Catalyst 1400, 1800, 2900, 3900, 5000, 8500, Cisco AS5X00, Internet appliances, PIX Firewall, LocalDirector, WAN products, and application software |
|
One-Year Return to Factory (RTF) | Cisco 100, 200, 300, 700, 800, 1000, 500, 1600, 1700, Catalyst 1900, 2820, 2900XL, FastHub, Micro WebServer, 90-I Agent, plus legacy products |
|
Five-Year Return to Factory (RTF) | Cisco 90-I |
|
Distribution Financing (also known as "Floorplanning") is financing of equipment for inventory or resale using the value of the equipment as collateral for the loan. Cisco subsidizes through its financing partner, Deutsche Financial Services (DFS), up to 60 days free repayment terms on purchases of all Cisco products. The Distribution Financing Program is available for Cisco Direct value-add resellers (VARs) as well as Premier VARs purchasing from Cisco authorized distributors.
Distribution Financing benefits reseller partners in the following ways:
Contact your Cisco or distributor sales representative and see steps below:
1 . | Identify reseller partner's needs. |
2 . | Partner contacts DFS and indicates if a Cisco direct or Premier VAR reseller. |
3 . | DFS Business Development Manager meets with reseller and reviews program. |
4 . | Credit approval is secured through DFS and documentation is provided to partner. |
5 . | Reseller places purchase order with Cisco or distributor and references DFS as financing source. |
6 . | Cisco or distributor ships product per reseller instructions and invoices DFS. |
7 . | DFS pays Cisco or distributor and invoices reseller as if billed by vendor. |
8 . | Reseller pays DFS according to schedule and creates new credit availability. |
For more information on this and other Cisco Systems Capital Financing products, call 800 730-4090, option 2 (available in U.S. only).
Purchase Order Financing is designed to give reseller partners the ability to bid on large projects without impacting current lines of credit. This program provides incremental credit capacity based on the strength of the end-user customer. By utilizing this program, a reseller can finance a sale, outside of vendor and banking credit lines, until their customer actually pays. The Distribution Financing Program is available for Cisco direct VARs as well as Premier VARs who establish a relationship with Deutsche Financial Services (DFS).
Purchase Order Financing benefits reseller partners in the following ways:
Contact Worldwide Financial Services and see steps below:
1 . | Reseller identifies opportunity for large sale and is awarded bid or contract. |
2 . | Reseller contacts Cisco for credit qualification of the end user, and receives documents from DFS. |
3 . | Reseller signs documentation and forwards Notice of Assignment letter to end user for signature. |
4 . | Submit purchase order to Cisco/distributor, referencing bill to DFS. |
5 . | Cisco or distributor ships product to reseller and invoices DFS. |
6 . | Reseller ships/installs product to end user and bills end user with remit to address of DFS. |
7 . | End User remits payment to DFS lock box. |
8 . | DFS pays reseller the margin less any financing costs if payment is received after the free period. |
For more information on this and other Cisco Systems Capital Financing products, call 800 730-4090, option 2 (available in U.S. only).
Posted: Fri Jul 30 09:28:56 PDT 1999
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