Q. What is included with SMARTnet services?

A. Standard SMARTnet services include:

• Operating system software maintenance updates and upgrades (minor and major releases) for the covered product
• Priority 1 and 2 access to the Technical Assistance Center (TAC) 24 hours a day, seven days a week
• Priority 3 and 4 escalation times that correspond with local business hours
• Access to Cisco Connection Online (CCO) where available
• Advance replacement of hardware in the following timeframes depending on coverage selected
• 8 x 5 x NBD---8 hours per day, 5 days per week, with delivery on the Next Business Day
• 8 x 5 x 4---8 hours per day, 5 days per week, and delivery within 4 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.
• 24 x 7 x 4---24 hours per day, 7 days per week, and delivery within 4 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.
• 24 x 7 x 2---24 hours per day, 7 days per week, and delivery within 2 hours of Cisco dispatching the courier. This level is available for your sites located within 100 miles of a Cisco parts depot.

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