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    Cisco Services Overview

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    Aasif Majeed
    The document outlines Cisco's brand resale services, including: 1. Several service options for hardware support, software updates, technical assistance center access, and response times. 2. Services focused on software updates, security intelligence, and technical support for items like unified communications, intrusion prevention systems, and more. 3. Each service includes different combinations of hardware coverage, software updates/upgrades, access to the technical assistance center, on-site support, and response time guarantees.

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    Cisco Services Overview

    Uploaded by

    Aasif Majeed
    30 views1 page
    The document outlines Cisco's brand resale services, including: 1. Several service options for hardware support, software updates, technical assistance center access, and response times. 2. Services focused on software updates, security intelligence, and technical support for items like unified communications, intrusion prevention systems, and more. 3. Each service includes different combinations of hardware coverage, software updates/upgrades, access to the technical assistance center, on-site support, and response time guarantees.

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    The document outlines Cisco's brand resale services, including: 1. Several service options for hardware support, software updates, technical assistance center access, and response times. 2. Services focused on software updates, security intelligence, and technical support for items like unified communications, intrusion prevention systems, and more. 3. Each service includes different combinations of hardware coverage, software updates/upgrades, access to the technical assistance center, on-site support, and response time guarantees.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    30 views1 page

    Cisco Services Overview

    Uploaded by

    Aasif Majeed
    The document outlines Cisco's brand resale services, including: 1. Several service options for hardware support, software updates, technical assistance center access, and response times. 2. Services focused on software updates, security intelligence, and technical support for items like unified communications, intrusion prevention systems, and more. 3. Each service includes different combinations of hardware coverage, software updates/upgrades, access to the technical assistance center, on-site support, and response time guarantees.

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    of 1

    Cisco Brand Resale Services

    SW Centre On-Site
    PRODUCT CODE CONTRACT TYPE HW Cover IOS updates TAC Access FEATURES
    Access Cover

    Smart Foundation SDS of Parts, IOS Bug Fixes & no updates. Customer
    (previously SMB Support SMBS SMB Support Assistant D D (24x7) Portal & SMB TAC teams who respond within 1 business
    Assistant) day.

    Minor Software Upgrade request (upon request) &


    SAS Software Application Support D (24x7)
    enhancements
    SAS/SASU
    SAU Software Application Support & Up D (24x7) Minor (eg bug fix) & major software upgrades

    NBD delivery of parts when requests received before 2pm


    SNT SMARTnet 8x5xNBD D D D D (24x7)
    GMT.

    4 hour response time when request received before 1pm


    SNTE SMARTnet 8x5x4 D D D D (24x7)
    local time, excl w-e & hols

    SNTP SMARTnet 24x7x4 D D D D (24x7) 4 hour response time, 365 (including holidays)

    S2P SMARTnet 24x7x2 D D D D (24x7) 2 hour response time, 365 (including holidays)

    On-site technical support and NBD delivery of parts when


    SMARTnet CS SMARTnet Onsite 8x5xNBD D D D D (24x7) D
    requests before 2pm GMT

    4 hour on-site service and parts, excl. w-e & hols, when
    C4S SMARTnet Onsite 8x5x4 D D D D (24x7) D
    request before 1pm local time

    C4P SMARTnet Onsite 24x7x4 D D D D (24x7) D 4 hour on-site response time, 365 (including hols)

    C2P SMARTnet Onsite 24x7x2 D D D D (24x7) D 2 hour on-site response time, 365 (including hols)

    unlimited TAC access and ISO downloads - NO Hardware


    SW Softnet D D D (24x7)
    Replacement

    Continuous updates of vulnerabilities and threats to network-


    IntelliShield Alert Manager Cisco Security IntelliShield Alert
    IAM D (24x7) enabling devices, SW the entire IT infrastructure; Tools to
    Service Manager Service
    proactively manage intelligence within organisations; NO
    releases, NO software updates, 24x7 TAC access

    Operate Services
    Telephone, remote technical and maintenance support.
    (Unified Communications ESW Essential Software D D (24x7)
    Minor release updates. NO Hardware Replacement.
    software upgrades)

    Operate Services
    NBD delivery of parts when requests received before 2pm
    (UC SW upgrades + HW
    ECD Essential SW+8x5xNBD D D D (24x7) GMT. Telephone, remote technical and maintenance
    replacement)
    Support. Minor release updates.
    Business Edition only

    IPS Signatures and Software Updates- NBD delivery of


    SU1 IPS Svc AR NBD D D D D (24x7)
    parts when requests received before 2pm GMT.
    IPS Signatures and Software Updates- 4 hour response time
    SU2 IPS Svc AR 8x5x4 D D D D (24x7) when request received before 1pm local time, excl w-e &
    hols
    IPS Signatures and Software Updates- 4 hour response
    SU3 IPS Svc AR 24x7x4 D D D D (24x7)
    time, 365 (including holidays)

    IPS Signatures and Software Updates- 2 hour response


    Intrusion Prevention SU4 IPS Svc AR 24x7x2 D D D D (24x7)
    time, 365 (including holidays)
    System (IPS)
    Required for all IPS IPS Signatures and Software Updates- On-site technical
    modules SUO1 IPS Svc Onsite NBD D D D D (24x7) D support and NBD delivery of parts when requests before
    2pm GMT
    IPS Signatures and Software Updates- 4 hour on-site
    SUO2 IPS Svc Onsite 8x5x4 D D D D (24x7) D service and parts, excl. w-e & hols, when request before
    1pm local time
    IPS Signatures and Software Updates- 4 hour on-site
    SUO3 IPS Svc Onsite 24x7x4 D D D D (24x7) D
    response time, 365 (including hols)

    IPS Signatures and Software Updates- 2 hour on-site


    SUO4 IPS Svc Onsite 24x7x2 D D D D (24x7) D
    response time, 365 (including hols)

    CNL1 Remote network monitoring and fixes/ Proactive


    Smart Care
    CNL2 D (24x7) assessment of network- NBD delivery of parts when
    One service contract to cover Smart Care 8x5xNBD D D
    CNL3 Partner only requests received before 2pm GMT. Telephone, remote
    a network (5 to 105 devices)
    CNL4 technical and maintenance Support for partner.

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