Cisco SMARTnet product overview
Cisco SMARTnet is available in a range service level agreements (SLA) from 8x5xNBD through to 24x7x2. The first part of the description ‘8×5′ and ’24×7′ refers to the number of hours each day (8 being working hours) and how many days a week that Cisco will provide hardware replacement cover. Confusingly all SMARTnet contracts provide ’24 x 7’ access to the Cisco TAC. The final part of the description ‘xNBD’ (Next Business Day) and ‘x2’ (hour) support level refer to the time after fault identification that Cisco’s replacement parts will arrive in.
The SLA isn’t the only thing that defines each SMARTnet service level as all service codes with hardware replacement also detail how the hardware will be replaced. The options available are a time specific delivery by a courier or an on-site instillation by a qualified Cisco engineer.
SMARTnet service codes and software entitlement
The final important difference in the various SMARTnet service codes is the software entitlement that the SMARTnet contract will provide. It is therefore important for you to firstly understand your device from a software capability and requirement perspective before choosing your SMARTnet service.
Equally important is the fact that all types of SMARTnet contract only provide a legal entitlement to utilise any software specific to solely the devices named on the contract only and not for any other device as this would be a legal breach of the SMARTnet contract.