SMARTnet is a set of maintenance services for Cisco (News - Alert) hardware and software. Cisco is a major provider of networking equipment, including routers, switches, wireless devices, security and voice and conferencing products. SMARTnet offers equipment support and the right to download and install software updates for Cisco equipment.
A SMARTnet contract entitles users to telephone support from certified engineers at the Technical Assistance Center (TAC). More than 95 percent of all calls received by the TAC help customers handle complex network operation and management issues such as advanced software configuration, interoperability and upgrade questions and hardware and software information. The TAC engineers diagnose what the issue is.
The TAC puts you directly in touch with field engineers to rapidly solve network issues and help you mitigate future problems. Cisco TACs around the globe use a follow-the-sun schedule so you can receive support whenever you need it.
The SMARTnet technical services portfolio offers a comprehensive list of both responsive and proactive services to provide you with the right type and level of service to meet your business needs. These services are designed to maintain the health of your network, promoting higher network availability, operational efficiency and protecting your IT investment.
SMARTnet customers include all sizes and types of business. The technical service is both a responsive and proactive service that is beneficial to companies that have in-house IT staff and want anytime, direct access to Cisco for rapid issue resolution, the flexibility of device-by-device coverage, real-time troubleshooting, proactive notifications, and premium service level options to support their critical business networks.
It includes hardware replacement, online support and resources as well as proactive diagnostics, alert notifications, automated service request creation and a Web portal with personalized device status information for Call Home enabled-devices. The online support and information system includes interactive consulting tools, a comprehensive database, and knowledge transfer resources.
Users have the option to buy directly from Cisco, from a reseller or from a provider of an alternative solution to Cisco SMARTnet. One reason you would want to buy from an alternative solutions provider is when Cisco deems one product no longer available, it also does not provide service or support for that product anymore. End-users such as network engineers or director of networking who can’t get Cisco support anymore are one example of customers who turn to alternative services.
To learn more about the latest SMARTnet services, offerings and news stay tuned to the SMARTnet channel for updates each week.
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Edited by Rachel Ramsey