Cisco Brand Resale Services

SW Centre On-Site
PRODUCT CODE CONTRACT TYPE HW Cover IOS updates TAC Access FEATURES
Access Cover

Smart Foundation SDS of Parts, IOS Bug Fixes & no updates. Customer
(previously SMB Support SMBS SMB Support Assistant D D (24x7) Portal & SMB TAC teams who respond within 1 business
Assistant) day.

Minor Software Upgrade request (upon request) &

SAS Software Application Support D (24x7)
enhancements
SAS/SASU
SAU Software Application Support & Up D (24x7) Minor (eg bug fix) & major software upgrades

NBD delivery of parts when requests received before 2pm

SNT SMARTnet 8x5xNBD D D D D (24x7)
GMT.

4 hour response time when request received before 1pm

SNTE SMARTnet 8x5x4 D D D D (24x7)
local time, excl w-e & hols

SNTP SMARTnet 24x7x4 D D D D (24x7) 4 hour response time, 365 (including holidays)

S2P SMARTnet 24x7x2 D D D D (24x7) 2 hour response time, 365 (including holidays)

On-site technical support and NBD delivery of parts when

SMARTnet CS SMARTnet Onsite 8x5xNBD D D D D (24x7) D
requests before 2pm GMT

4 hour on-site service and parts, excl. w-e & hols, when
C4S SMARTnet Onsite 8x5x4 D D D D (24x7) D
request before 1pm local time

C4P SMARTnet Onsite 24x7x4 D D D D (24x7) D 4 hour on-site response time, 365 (including hols)

C2P SMARTnet Onsite 24x7x2 D D D D (24x7) D 2 hour on-site response time, 365 (including hols)

unlimited TAC access and ISO downloads - NO Hardware

SW Softnet D D D (24x7)
Replacement

Continuous updates of vulnerabilities and threats to network-

IntelliShield Alert Manager Cisco Security IntelliShield Alert
IAM D (24x7) enabling devices, SW the entire IT infrastructure; Tools to
Service Manager Service
proactively manage intelligence within organisations; NO
releases, NO software updates, 24x7 TAC access

Operate Services
(Unified Communications ESW
software upgrades)
Telephone, remote technical and maintenance support.
Essential Software D D (24x7)
Minor release updates. NO Hardware Replacement.

Operate Services
NBD delivery of parts when requests received before 2pm
(UC SW upgrades + HW
ECD Essential SW+8x5xNBD D D D (24x7) GMT. Telephone, remote technical and maintenance
replacement)
Support. Minor release updates.
Business Edition only

IPS Signatures and Software Updates- NBD delivery of

SU1 IPS Svc AR NBD D D D D (24x7)
parts when requests received before 2pm GMT.
IPS Signatures and Software Updates- 4 hour response time
SU2 IPS Svc AR 8x5x4 D D D D (24x7) when request received before 1pm local time, excl w-e &
hols
IPS Signatures and Software Updates- 4 hour response
SU3 IPS Svc AR 24x7x4 D D D D (24x7)
time, 365 (including holidays)

IPS Signatures and Software Updates- 2 hour response

Intrusion Prevention SU4 IPS Svc AR 24x7x2 D D D D (24x7)
time, 365 (including holidays)
System (IPS)
Required for all IPS IPS Signatures and Software Updates- On-site technical
modules SUO1 IPS Svc Onsite NBD D D D D (24x7) D support and NBD delivery of parts when requests before
2pm GMT
IPS Signatures and Software Updates- 4 hour on-site
SUO2 IPS Svc Onsite 8x5x4 D D D D (24x7) D service and parts, excl. w-e & hols, when request before
1pm local time
IPS Signatures and Software Updates- 4 hour on-site
SUO3 IPS Svc Onsite 24x7x4 D D D D (24x7) D
response time, 365 (including hols)

IPS Signatures and Software Updates- 2 hour on-site

SUO4 IPS Svc Onsite 24x7x2 D D D D (24x7) D
response time, 365 (including hols)

CNL1 Remote network monitoring and fixes/ Proactive

Smart Care
CNL2 D (24x7) assessment of network- NBD delivery of parts when
One service contract to cover Smart Care 8x5xNBD D D
CNL3 Partner only requests received before 2pm GMT. Telephone, remote
a network (5 to 105 devices)
CNL4 technical and maintenance Support for partner.