Click on the official website: SMB Support Assistant Technical Support Services
Click on the official website: Cisco SMARTnet maintenance fast and quick maintenance on-site service
A, SMARTnet Service
1.1 SMARTnet Service Level: 5 * 8 * NBD, (CON-SNT-XXX)
- 7 * 24 TAC telephone support service.
- 8 × 5 × NBD quick maintenance spare parts service, RMA confirmation before 15:00 the same day, the next business day spare parts can be reached directly address specified by the user, if the RMA confirmation the day after 15:00, spare parts need to continue into the third working days to reach the address specified by the user. (Time to reach the remote areas there will be deviations).
- Service Contract No. CCO account after binding user can directly open CASE.
1.2 Advanced SMARTnet Service Level: 8 * 7 * NCD, (CON-SNC-XXX) supports the north of Guangzhou-Shenzhen and other cities need to see specific device model supports.
- 24 × 7 TAC telephone support service.
- 8 × 7 × NCD replacement of spare parts, the day before 15:00 to confirm RMA CASE spare parts reach a user-specified address within the next day, if that day after 15:00 confirmed RMA CASE, spare parts need to reach a user-specified address by the third day.
- Service Contract No. CCO account after binding user can directly open CASE.
1.3 Advanced SMARTnet Service Level: 7 * 24 * 4, (CON-SNTP-XXX), to support the north of Guangzhou-Shenzhen city need to see a specific device model supports.
- 24 × 7 TAC telephone support service.
- 24 × 7 × 4 replacement of spare parts, spare the user reaches the specified address within 4 hours.
- Service Contract No. CCO account after binding user can directly open CASE.
Ibid more than three service levels while also containing ONSITE services, Onsite service is the same service level response Jia Sike factory authorized service engineer visits.
Two, SMB services
SMB Service Level: 5 * 8 * NBD, (CON-SMBS-XXX)
- 24 * 7 to accept service requests (open CASE), Cisco SMB Technical Support Center staff will be made accordingly within one business day.
- CASE response before 15:00 the same day confirmed RMA CASE, spare parts the next business day to reach the total generation, CASE response acknowledgment RAM CASE, spare parts will continue into the third generation of the total working days to arrive after 15:00 the same day. Spare parts can not be directly sent to the address specified by the user, spare parts can only be sent to the total generation and then provided to the user.
- The total generation to open CASE, CASE user can not open their own.
Three, DSS services (Distributer Support Service) agency services
DSS 3.1 standard Service Level: 5 * 8 * NBD, (CON-DSN-XXX)
- 7 * 24 TAC telephone support service
- 8 × 5 × NBD quick maintenance spare parts service, RMA confirmation before 15:00 the same day, the next business day spare parts can be reached directly address specified by the user, if the RMA confirmation the day after 15:00, spare parts need to continue into the third working days to reach the address specified by the user. (Time to reach the remote areas there will be deviations)
- Agents opened CASE, end users can not apply directly to open CASE.
3.2 Advanced DSS Service Level: 7 * 24 * 4, (CON-DCP-XXX), to support the north of Guangzhou-Shenzhen city need to see a specific device model supports.
- 24 × 7 TAC telephone support service
- 24 × 7 × 4 replacement of spare parts, spare the user reaches the specified address within 4 hours.
- Agents opened CASE, end users can not apply directly to open CASE.
Four .PSRT Service (Partner_Support_Service) Gold service medal can only be 1Tier orders.
4.1 Standard PSRT service levels: 5 * 8 * NBD, (CON-PSRT-XXX)
- 7 * 24 TAC telephone support service
- 8 × 5 × NBD quick maintenance spare parts service, RMA confirmation before 15:00 the same day, the next business day spare parts can be reached directly address specified by the user, if the RMA confirmation the day after 15:00, spare parts need to continue into the third working days to reach the address specified by the user. (Time to reach the remote areas there will be deviations).
- Gold service providers to open CASE, end users can not apply directly to open CASE.
4.2 Advanced PSRT Service Level: 7 * 24 * 4, (CON-PSUP-XXX), to support the north of Guangzhou-Shenzhen city need to see a specific device model supports.
- 24 × 7 TAC telephone support service
- 24 × 7 × 4 replacement of spare parts, spare the user reaches the specified address within 4 hours.
- Gold service providers to open CASE, end users can not apply directly to open CASE.