Cisco Confidential


	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	---	---

Service and Support Offerings

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:

INSTALL provides onsite support and remote technical assistance for Cisco LAN network installation

INSTALL PLUS is a more comprehensive package that includes configuration support during installation

DEPLOYMENT provides you with seamless network implementation services that assist you in deploying large LAN networks

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:

SMARTnet Next Business Day (NBD)---8 hours/day, 5 days/week, next-business-day hardware replacement

SMARTnet 8 x 5 x 4---8 hours/day, 5 days/week, 4-hour hardware replacement

SMARTnet 24 x 7 x 4---24 hours/day, 7 days/week, 4-hour hardware replacement

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:

SMARTnet Onsite---8 hours/day, 5 days/week, next-business-day response

SMARTnet Onsite 8 x 5 x 4---8 hours/day, 5 days/week, 4-hour response

SMARTnet Onsite 24 x 7 x 4---24 hours/day, 7 days/week, 4-hour response

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:

24-Hour Telephone Support---telephone consultation to help troubleshoot hardware, software, or configuration problems

Billable Onsite Field Services---onsite remedial service, installation, ECO/FCO installation, and system updates and upgrades

Advance Replacement Parts---advance replacement parts shipped overnight on an as-required basis via next-business-day delivery service

Return for Exchange---a service that exchanges customer-returned parts with parts of equal or better type, function, or quality

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:

Program and Project Management

WAN Audit

LAN Assessment

Consulting Services

Product	Description
Startup Services
Advanced Installation Services (AIS)	Provides a variety of services that meet your LAN installation requirements; AIS has three options: INSTALL provides onsite support and remote technical assistance for Cisco LAN network installation INSTALL PLUS is a more comprehensive package that includes configuration support during installation DEPLOYMENT provides you with seamless network implementation services that assist you in deploying large LAN networks
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: SMARTnet Next Business Day (NBD)---8 hours/day, 5 days/week, next-business-day hardware replacement SMARTnet 8 x 5 x 4---8 hours/day, 5 days/week, 4-hour hardware replacement SMARTnet 24 x 7 x 4---24 hours/day, 7 days/week, 4-hour hardware replacement 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: SMARTnet Onsite---8 hours/day, 5 days/week, next-business-day response SMARTnet Onsite 8 x 5 x 4---8 hours/day, 5 days/week, 4-hour response SMARTnet Onsite 24 x 7 x 4---24 hours/day, 7 days/week, 4-hour response 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: 24-Hour Telephone Support---telephone consultation to help troubleshoot hardware, software, or configuration problems Billable Onsite Field Services---onsite remedial service, installation, ECO/FCO installation, and system updates and upgrades Advance Replacement Parts---advance replacement parts shipped overnight on an as-required basis via next-business-day delivery service Return for Exchange---a service that exchanges customer-returned parts with parts of equal or better type, function, or quality
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: Program and Project Management WAN Audit LAN Assessment Consulting Services

Service and Support Key Selling Points

Broad range of services and programs---Cisco offers the broadest choice of network services in the industry, including self-maintenance, assistance, online resources, remote TAC, remote consultation, 24 x 7 onsite service, and other onsite professional services.
Corporate commitment---Cisco Systems is making substantial investments in all customer services. Cisco sets goals for and measures customer satisfaction each year. Manager and individual contributor bonuses are tied to these goals.
Experience---All of Cisco's support teams are staffed by experienced customer service engineers, professionals, and certified consultants and partners. Cisco has rigorous certification programs to ensure that all technical personnel have the knowledge they need to support its customers' mission-critical applications.
Global presence, experience, and capability---Cisco has a network of global service partnerships to ensure that qualified local service is available no matter how remote the location. Cisco Partner reps follow rigorous certification programs to ensure that they have the knowledge needed to support Cisco customers. Cisco has depots located in the United States, Canada, Europe, Latin America, and Asia so that parts are quickly available when customers need them.
Quality---Cisco has received ISO 9001 certification, a clear indication of the company's commitment to quality management and customer satisfaction.
Software value---Cisco IOS software updates and upgrades, an entitlement of SMARTnet and SMARTnet Onsite support contracts, make Cisco hardware "evergreen," allowing for greater bandwidth, performance, features, and security.
Innovative online support and services---Cisco Connection Online (CCO) provides the industry's best information retrieval, technical support, and electronic commerce (DataComm Survey, 1996).
Extending the value of the product---Cisco services increase performance, utility, and life span of Cisco products.

Cisco Reseller Service and Support

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.

Other Cisco Resources

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.

Ordering Information and Channel Part Numbers

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.

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

Warranty


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	Advance Replacement, 5-day ship; if a hardware problem arises, a replacement unit is sent in advance of receiving the problem unit, shipped within five days IOS software maintenance releases of "bug fixes" TAC access for problem isolation and Return to Manufacturer Authorizations (RMA) for returning the problem unit Guest access to Cisco Connection Online (CCO)
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	Return for replacement for one year, with 10-day turnaround; if a hardware problem arises, a replacement unit will be sent within 10 days of receipt of the problem unit IOS software maintenance releases of "bug fixes" for the first 90 days Guest access to CCO
Five-Year Return to Factory (RTF)	Cisco 90-I	Return for replacement for five years, with 10-day turnaround; if a hardware problem arises, a replacement unit will be sent within 10 days of receipt of the problem unit IOS software maintenance releases of "bug fixes" for the first 90 days Guest access to CCO

¹If product is not specifically annotated under one-year or five-year warranty, assume 90-day Advance Replacement. To be sure, refer to the Cisco Information Packet that shipped with the product or ask your hardware supplier.

Distribution Financing

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.

Key Features

Distribution Financing benefits reseller partners in the following ways:

Increased credit capacity and longer payment terms
100-percent advance on Cisco inventory compared to bank inventory loans
Improved working capital because payment terms match cash flow
Reduced administration of ordering and payables
Access to other financing options, including accounts receivable, purchase order, and short-term loans

How to Get Started

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

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

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).

Benefits

Purchase Order Financing benefits reseller partners in the following ways:

Ability to compete on large projects without financial concern
Increased credit because it does not impact current lines of credit
Incremental financing until your customer pays
Affordable rates after Cisco-subsidized free period
Improved working capital
Access to other financing options including, accounts receivable, inventory, and short-term loans

How to Get Started

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

For more information on this and other Cisco Systems Capital Financing products, call 800 730-4090, option 2 (available in U.S. only).

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