Tag Archives: Contract

CISCO Contract Types Decoder Ring

For those of you (like me) who are confused by some of the CISCO support offereings I have tried to define them below:

Levels of Service

Cisco hardware can be covered from 8x5xNBD to 24x7x2 with either parts only or onsite service. Software can be supported with minor release upgrades to major release upgrades.

  • SNT
    • SMARTnet Standard (8x5xNBD) – Next-business-day delivery of advance replacement parts, provided the request is received prior to 3pm depot time.
  • SNTE
    • SMARTnet (8X5X4) – Four business-hour response time for advanced replacement parts from 9 am to 5 pm depot time, Monday through Friday, excluding Cisco observed holidays.
  • SNTP
    • SMARTnet (24X7X4) – Four-hour response time for advance replacement parts 24 hours a day, 7 days a week, including Cisco observed holidays.
  • S2P
    • SMARTnet (24X7X2) – Two-hour response time for advance replacement parts 24 hours a day, 7 days a week, including Cisco observed holidays. May not be available for all areas.
  • CS or OS
    • SMARTnet Onsite 8x5xNBD – Next-business-day onsite service with parts (Monday through Friday, excluding Cisco-observed holidays) for onsite hardware maintenance, provided the call was placed with Cisco before 3pm depot time.
  • C4S or OSE
    • SMARTnet Onsite 8x5x4 – Four business-hour response for Remedial Hardware Maintenance service between 9:00 a.m. and 5:00 p.m. Depot Time the same Business Day, together with parts, labor and materials, provided Cisco’s determination that on-site service is required has been made before 1:00 p.m. Depot Time.
  • C4P or OSP
    • SMARTnet Onsite 24x7x4 – Four-hour onsite service and parts, 24 hours a day, 365 days a year, includes Cisco and locally observed holidays for onsite hardware maintenance.
  • C2P or PREM
    • SMARTnet Onsite 24x7x2 – Two-hour onsite service and parts, 24 hours a day, 365 days a year, includes Cisco and locally observed holidays for onsite hardware maintenance. May not be available for all areas.
  • SU1
    • SMARTnet Standard for Intrusion Prevention Systems (8x5xNBD) – An Advanced replacement will ship the same day to arrive the next Business Day provided and Cisco’s determination of the failed Hardware has been made before 3:00 p.m., Depot Time. For requests after 3:00 p.m., Depot Time, the Advance Replacement will ship the next Business Day.
  • SU2
    • SMARTnet for Intrusion Prevention Systems (8X5X4) – Advance Replacement on a Four-Hour Response basis between 9:00 a.m. and 5:00 p.m. Depot Time the same Business Day, provided Cisco’s determination of the failed Hardware has been made before 1:00 p.m., Depot Time. If Customer makes a request after 1:00 p.m. Depot Time, Cisco will deliver the Advance Replacement the morning of the next Business Day.
  • SU3
    • SMARTnet for Intrusion Prevention Systems
      (24X7X4) – Four-hour response time for advance
      replacement parts 24 hours a day, 7 days a week, including Cisco observed
      holidays.
  • SU4
    • SMARTnet for Intrusion Prevention Systems (24X7X2) – Two-hour response time for advance replacement parts 24 hours a day, 7 days a week, including Cisco observed holidays.  May not be available for all areas.
  • SUO1
    • SMARTnet Standard for Intrusion Prevention Systems (8x5xNBD) – Next-business-day Remedial Hardware Maintenance service, together with parts, labor and materials, by 5.00 p.m. Depot Time provided Cisco’s determination that on-site Service is required has been made before 3:00 p.m. Depot Time the prior day (otherwise, second Business Day will be provided for calls placed after 3:00 p.m. Depot Time).
  • SUO2
    • SMARTnet for Intrusion Prevention Systems (8X5X4) – Four business-hour response for Remedial Hardware Maintenance service between 9:00 a.m. and 5:00 p.m. Depot Time the same Business Day, together with parts, labor and materials,  provided Cisco’s determination that on-site service is required has been made before 1:00 p.m. Depot Time.
  • SUO3
    • SMARTnet for Intrusion Prevention Systems (24X7X4) – Four business-hour response time for Remedial Hardware Maintenance service twenty-four (24) hours per day, seven (7) days per week including Cisco-observed holidays.
  • SUO4
    • SMARTnet for Intrusion Prevention Systems (24X7X2) – Two-hour response time for Remedial Hardware Maintenance service twenty-four (24) hours per day, seven (7) days per week including Cisco-observed holidays.
  • SAS or ESW
    • Software support and minor releases upgrades (example: 2.3 to 2.5)
  • SAU or UCSS
    • Software support and major release upgrades. (example: 2.3 to 3.0)

Unified Communication items need to be covered by ESW support. If the client needs the major upgrades, they will need to buy ESW and UCSS support at the same time.

SMARTnet Includes:

  • IOS Software Upgrades for new features, capabilities and software bug fixes.
  • 24x7x365 Access to Cisco Connection Online for inventories, service contract access, products & services information, technical white papers, etc.
  • 24x7x365 Access to Cisco Technical Assistance Center (TAC) for access to all levels of industry leading technical support engineers
  • All Parts and Labor, if applicable,
    to restore the network during unscheduled interruptions