Service Description of SMARTnet and SMARTnet On-site
This document describes the SMARTnet and SMARTnet On-
site Cisco Services which you the “End-User” have purchased
(and Cisco will be providing) either directly from Cisco or
through a Cisco Authorized Channel. It should be read in
conjunction with the following documents posted at
www.cisco.com/go/servicedescriptions: (i) the Glossary of
Terms, (ii) the Priority and Escalation Guideline and (iii) the list
of Services not covered. This document is for description
purposes only. It is not a contract and does not create any
rights or obligation for you or for Cisco. The contract, if
any, governing the provision of Cisco Services shall be either:
(a) the one signed by you and Cisco if you are purchasing the
services directly from Cisco or (b) the one between you and
the Cisco Authorized Channel.
SMARTnet
Cisco Responsibilities:
• Cisco Technical Assistance Center (TAC) access 24
hours per day, 7 days per week to assist with Product
use, configuration and trouble shooting issues and
access to Cisco.com. Cisco will respond within one
(1) hour for all calls received during Standard
Business Hours and for Severity 1 and 2 calls
received outside Standard Business Hours. For
Severity 3 and 4 calls received outside Standard
Business Hours, Cisco will respond no later than the
next Business Day.
• Manage problems according to the
Cisco Severity
and Escalation Guideline.
• Access to Cisco.com. This system provides End-
User with helpful technical and general information on
Cisco Products as well as access to Cisco's on-line
Software Center library. Please note that access
restrictions identified by Cisco from time to time may
apply.
• Work-around solutions or patches to reported
Software problems using reasonable commercial
efforts. Cisco will either make available a Software
patch from the Cisco.com Software Center
(
www.cisco.com/software) or ship a Maintenance
Release to End-User for the Product experiencing the
problem.
• Updates where available and where End-User
requests these for supported Software.
• If a Feature Set Upgrade is licensed, End-User will be
entitled to Updates (subject to anything to the contrary
contained in this document or the Agreement) at the
upgraded level for the licensed Hardware.
• Software releases and any supporting Documentation
will be made available from the Cisco.com Software
Center (
www.cisco.com/software) or on physical
media such as CDROM. Applicable supporting
Documentation, if available, is limited to one copy per
Software release. End-User can, however, purchase
additional copies from Cisco.
Advance Replacement and On-Site Services
Cisco Responsibilities:
Cisco shall provide End-User with the Advance Replacement
Services and/or On-site Services that End-User has selected
and detailed in Parts I and II below and where available.
Advanced Replacement and On-Site Services are subject to
geographic and weight restrictions depending upon End-User’s
location. End-User may check availability by accessing Cisco's
Service Availability Matrix at: http://www.cisco.com/cgi-
bin/front.x/agents/SAM/cca_sam_landing.cgi. Please note that
destination country importation, compliance with US export
controls and customs processes may condition actual delivery
times. Shipments will be DDU (Incoterms 2000), except for
shipment to and from the European Union will be shipped DDP
(Incoterms 2000), using Cisco's preferred carrier, freight
prepaid by Cisco, excluding import duties, taxes and fees,
where applicable. Requests for alternate carriers will be at
End-User’s expense. Chassis and line card Advance
Replacement Service must be at the same level of coverage.
Cisco will provide End-User with Advance Replacement(s) that
are either new or equivalent to new.
Part I - Advance Replacement Services
• SMARTnet 8x5xNext Business Day: An Advance
Replacement will ship to arrive the next Business Day
provided that Cisco's determination of Hardware
failure has been made before 3:00 p.m. Depot Time.
If End-User make a request after 3:00 p.m. Depot
Time, Cisco will ship the Advance Replacement the
next Business Day.
• SMARTnet 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
that Cisco's determination of Hardware failure has
been made before 1:00 p.m. Depot Time. If End-User
make a request after 1:00 p.m. Depot Time, Cisco will
deliver the Advance Replacement the morning of the
next Business Day.
• SMARTnet 24x7x4: Advance Replacement parts on a
Four-Hour Response basis twenty-four (24) hours per
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