This SMARTnet service level provides access to all major and maintenance releases of Cisco IOS software, support from the Cisco TAC and subject to fault identification by Cisco (during working hrs week days 9am to 5pm), replacement hardware delivered within 4 hrs on that day or the first 4 hrs of the next business day. Where replaced hardware will be installed by a Cisco qualified engineer at the site named on the SMARTnet contract corresponding to where the device is located.