Cisco SMARTnet poweredbycisco.
Technical Support Service Welcome Kit
Congratulations on your purchase of Cisco SMARTnet This document provides information to maximize your investment in Cisco internetworking products through an industry-leading service and support program. Please read the following information carefully and keep a copy for future reference. If you require additional information, please contact your Cisco reseller or Cisco representative. Your service contract has already been electronically registered for this service agreement with Cisco Systems®. The entitlements of this service agreement, the support Terms and Conditions, and instructions on how to use this service agreement are outlined in the following sections.
Cisco SMARTnet entitles you to the following technical support for 12 months:
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Figure 1. Getting the most from Cisco SMARTnet
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1. Register for a Cisco.com User ID Your Cisco.com user ID allows you to take advantage of award-winning online Cisco technical support tools and knowledgetransfer resources. To register for a Cisco.com user ID, take the following steps: 1.1
Go to www.cisco.com - Service Contract Centre (www.cisco.com/public/scc) with your contact number.
1.2
Click on “Cisco.com Registration” under “First-Time Users”.
1.3
Under Step 1, “Register for Additional Access” select option “Service Contract Owner”.
1.4
For Step 2, click on “Skip this Step”.
1.5
Follow remaining instructions to register for your Cisco.com user ID. Your Cisco.com access will be activated within 24 hours.
1.6
If you are a Network Administrator or Internetworking Engineer, contact your Cisco Service Contract Manager after you have registered to update your user profile with the appropriate service contract information.
1.7
If you are experiencing problems with Cisco.com, please send and e-mail to
[email protected].
2. Service Contract Management VIEW, MANAGE, AND UPDATE THE PRODUCTS UNDER YOUR SERVICE CONTRACT 2.1
Send an e-mail with your Cisco.com user ID and contract number to
[email protected] and request access to your contract in the Service Contract Centre (SCC).
2.2
Visit the SCC at www.cisco.com/public/scc/, 24 hours after you have requested access to your contract in step 2.1.
2.3
Click “Login to SCC” under the section “Registered SCC/SCM users”.
2.4
Enter your Cisco.com user ID and password.
2.5
Keep Cisco informed of all additions, moves, and modifications within your network through the SCC. Having updated information on your network inventory allows Cisco to maintain the support infrastructure and stocking levels to most effectively support your network.
2.6
If you experience problems with SCC, please log a service request directly with SCC by clicking on the feedback link available on any SCC webpage.
BE AWARE OF YOUR SERVICE ENTITLEMENTS FOR YOUR NETWORK 2.7
Go to www.cisco.com > Ordering > Service Contract Centre (SCC) (www.cisco.com/public/scc/) and log in using your Cisco.com user ID and password. Look up your contract number and make a note or print all the part numbers and serial numbers covered under this contract.
DISTRIBUTE CONTRACT ENTITLEMENT DETAILS TO STAFF 2.8
Make a copy of the list and distribute it to every person who supports your network and have it readily available so that Cisco can support you most efficiently.
2.9
Questions on contract management or entitlement? Contact
[email protected].
3. Contact Cisco Technical Assistance Center (TAC) OPEN A SERVICE REQUEST WITH CISCO TAC DETERMINE THE SEVERITY LEVEL 3.1
You will need to set a severity level based on the following definitions for all service requests opened with Cisco TAC: • Severity 1
An existing network is down or there is a critical impact to your business operations. You and Cisco will both commit full-time resources 24 hours a day to resolve the situation.
• Severity 2
Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively impacted by unacceptable performance of Cisco products. You and Cisco will commit full-time resources during Standard Business Hours to resolve the situation.
• Severity 3
Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit resources during Standard Business Hours to restore service to satisfactory levels.
• Severity 4
You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations. You and Cisco are both willing to provide resources during Standard Business Hours to provide information or assistance as requested.
3.2
Submit Severity 3 (S3) and Severity 4 (S4) service requests to the Cisco TAC quickly with the online Cisco TAC Service Request tool www.cisco.com/techsupport/servicerequest.
3.3
For Severity 1 (S1) and Severity 2 (S2) issues causing severe network degradation and affecting your business operations, or if you do not have Internet access for S3 and S4 issues, submit service requests by telephone.
CONTACT CISCO TAC BY PHONE, E-MAIL OR CISCO.COM 3.4
For the fastest service, download and print the complete list of Cisco TAC phone numbers and e-mail addresses by country available at: www.cisco.com/techsupport/contacts At the time you initial contact with Cisco TAC, you will be asked to provide: • Your service and support contract number • Serial numbers of the main chassis and any serialized components • Model number of the product and its hardware configuration • Physical location of the product • Network topology and explanation • Output from “show tech” command (if applicable) and all other relevant output • Description of problem and symptoms (only one problem description per service request) • Software versions and types of equipment • An e-mail address to which the service confirmation will be sent All Cisco TAC service requests are assigned a number for future reference. If you do not have a printed copy of your local TAC number, you may call the general Canadian Cisco TAC number: 1-800-553-2447
ESCALATION PROCEDURE
If at any time, you are not completely satisfied with the progress on resolving your service request, please contact Cisco TAC through your normal Cisco TAC phone number and ask to speak with the Cisco TAC duty manager.
4. Advance Part Replacement and Return Material Authorization ISSUE AN RMA 4.1
After a Cisco TAC engineer determines that you have experienced a hardware failure, they will issue you with a Return Material Authorization (RMA) and provide you with information regarding the Advance Part Replacement (RMA) shipment.
4.2
Each RMA must specify the part number, type, and serial number of each part to be replaced.
4.3
Replacement hardware may be new or equivalent to new.
TRACK THE STATUS OF AN RMA 4.4
With an open service request, you can request or view your order for replacement hardware in the Service Order/RMA Status Tool at www.cisco.com/techsupport/rma.
4.5
The status of your RMA can be tracked by entering your service order/RMA number, purchase order number, TAC service request number, TAC task, or “Ship to” ID.
RETURN FAILED PARTS 4.6
Failed parts must be shipped to Cisco within 10 days of receipt of the replacement hardware or the customer will be invoiced for the replacement unit.
4.7
Returns must agree exactly in the quantity, type, and serial numbers associated with the RMA transaction.
4.8
Please pack the failed device properly using the packaging from the replacement part. Please include a description of the failure and written specification of any other changes or alterations
5. Software Support DOWNLOAD CISCO IOS SOFTWARE MAINTENANCE, MINOR, AND MAJOR RELEASES 5.1
Visit the www.cisco.com website > Technical Support > Downloads at www.cisco.com/techsupport/downloads.
5.2
Or contact the Cisco TAC at www.cisco.com/techsupport/contacts.
TECHNOLOGY SUPPORT TOOLS The Tools home page requires a Cisco.com user ID and password to access online tools and utilities at www.cisco.com/techsupport/tools. In addition to calculators and software-download utilities, tools are available for design, configuration, troubleshooting, and service-request management, including the following:
Table 3. Technical Support Tools Tools and Resources
Description
General Information and Services Service Contract Centre
View Service Contract information.
Service Request Tool
Request technical assistance by creating a service request with the TAC. Check the status of service requests you have opened with the TAC.
Technical Support Newsletter
Read the latest version of Cisco’s biweekly Technical Support Newsletter.
TAC Advanced Search
Search only TAC content and certain types of files within TAC content.
Alerts and Return Material Authorizations (RMAs) Cisco Intrusion Prevention Alert Center
Provide information on emerging threats and the Cisco network IPS signatures available to protect your network.
Cisco Product Identification Tool
Locate the serial-number label on your Cisco product.
Field Notices
A list of Product Field Notices issued by Cisco.
Product Alert Tool
Set up a profile to receive e-mail updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.
Product Upgrade Tool
Request software and hardware upgrades and documentation free of charge as entitled by your contract.
Report Product-Security Incidents
Report and Cisco product security incidents.
RMA/Service Order
With your open service request, request or view your order for replacement hardware.
Security Advisories
Procedures for stopping an active security attack or preventing an imminent security risk.
Communities and Training Cisco-centric Open Source Initiative (COSI)
Visit the Open Source Exchange community where Cisco-centric developers and customers publish, discuss and release their open source NMS tools, scripts, and utilities.
Discussion Forums
Share questions, suggestions, and information about networking solutions, products, and technologies in discussion forums, Tech Talks and Ask the Expert forums.
Google Groups comp.dcom.sys.cisco
Browse an active Cisco newsgroup for articles of interest
Technical Support Seminars
Attend free, online seminars to learn how to use the Cisco Technical Support Website to find critical technical documentation and online tools to help you troubleshoot issues, enhance your networking skills and support your networks.
Table 3. Technical Support Tools Tools and Resources
Description
Technical Support Training Resources
Learn how to use the Cisco Technical Support Website to find critical technical documentation and online tools to help you troubleshoot issues, enhance your networking skills, and support your networks.
Configuration Command Lookup Tool
Look up a detailed description or configuration guidelines for a particular IOS, Catalyst or PIX command.
DSP Calculator
Calculate the DSP requirements of Cisco 1751, 1760, 2600XM, 2800 and 3800 routers.
RIF Decoder Tool
Interpret and decode a hex string.
SNMP Object Navigator
Translate SNMP object identifiers (OIDs) into object names, search object names and descriptions, browse OID tree, and download MIB files.
Software Advisor
Find software compatible with my hardware and with the features I need, compare the features in different software releases, or research a software release.
Technical Support Advisor
Provides highly targeted search results based on your networking device and software combination.
Voice Codec Bandwidth Calculator
Do capacity planning for your packet voice network and determine the bandwidth used by different codecs with various voice protocols over different media.
Design Bitswapping Tool
Perform instant bitswapping of MAC addresses and convert Ethernet MAC addresses which are in canonical format to Token Ring MAC addresses which are in non-canonical format.
IP Subnet Calculator
Plan your subnetting and addressing strategy.
IP Telephony Readiness Assessment
Confirm whether your organization has met common network design requirements for a high-availability Cisco IP telephony implementation.
Software BPX/IGX Firmware Compatibility Tool
Evaluates BPX and IGX firmware versions for switch software compatibility using the “dspcds” screen output.
Bug Toolkit
Search for software bugs based on version and feature sets.
Downloads
Download Cisco software.
Cisco IOS Software Modularity Patch Navigator
Find patches for an IOS image and/or DDTS ID. Also, find patches for a specific platform and base release. Look for more information on a patch and patches in a newer release.
Cisco IOS Upgrade Planner
Browse to find the information you need to upgrade your IOS software.
Software Advisor
Find the software compatible with my hardware and with the features I need, compare the features in different software releases, or research a software release.
Software Registration
Register your Product Authorization Key (PAK) or Software Serial Number or select from a list of product-oriented software registration forms.
Table 3. Technical Support Tools Tools and Resources
Description
Software Search Engine
Search for software images and image metadata.
Special File Access
Enter the special access code you have been given by your Cisco support representative.
Troubleshooting 2600/3600/3700 Memory Calculator
Compute the memory required for Cisco 2600, 3600, and 3700 series routers.
Cisco WAFS Online Support Tool
Use this Wide Area Files Services (WAFS) screen sharing session tool to troubleshoot your networking issue.
Error Message Decoder
Look up explanations for console error message strings listed in the Cisco Software Systems Messages guide.
Output Interpreter
Receive instant troubleshooting analysis and course of action for your router, switch or PIX device using collected show command output. For more information, view video on demand at http://tools.cisco.com/cmn/jsp/index.jsp?id=30767.
Software Advisor
Choose appropriate software for your network device by matching software features to Cisco IOS and CatOS releases, comparing IOS releases, or determining which software releases support your hardware.
TAC Case Collection
Interactively diagnose common problems involving hardware, configuration, and performance issues with solutions provided by TAC engineers. For more information, view video on demand at http://tools.cisco.com/cmn/jsp/index.jsp?id=30754.
Technical Support Advisor
Provides highly targeted search results based on your networking device and software combination
7. Cisco SMARTnet Program Description, Terms and Conditions 1. SERVICE TERM AND REGISTRATION Cisco SMARTnet service is provided for twelve (12) months commencing the date set forth on an Equipment Schedule, which may be sixty (60) days (or less) following the date of valid order processed by Cisco. Additional service periods may be purchased from a Cisco authorized reseller. Inspection (at additional charge) may be required before Cisco services any Cisco product purchased more than ninety (90) days prior to Customer’s registration. After the original services expire, Customer may purchase a renewal of this service contract from a Cisco authorized reseller. 2.
SERVICES PROVIDED Cisco will provide access to the Cisco Technical Assistance Centre (TAC), at the numbers specified on Cisco.com, twenty-four (24) hours a day, to assist Customer with product use, configuration, and troubleshooting. Cisco will respond to Customer within one (1) hour for all calls received from 8:00 a.m. to 5:00 p.m in the time zone of Customer’s region, (specified on www.cisco.com), Monday through Friday excluding scheduled local holidays (“Standard Business Hours”) and for Severity 1 and 2 calls received outside its Standard Business Hours. For lower-severity calls received outside Standard Business hours, Cisco will respond no later than the next business day. Cisco will use reasonable commercial efforts to generate solutions to software problems. Cisco will support each software release for thirty-six (36) months from the date of first commercial shipment of that release. Cisco will provide access to its Webpage, www.cisco.com, which will also provide Customer with new releases of software and documentation online.
ADVANCE REPLACEMENT SERVICES Customers select from the following levels of Advance Replacement, subject to geographic availability. The replacement of oversized items may take longer than detailed in this section. Cisco SMARTnet 8x5xNBD*, SMARTnet 8x5x4, and SMARTnet 24x7x4 services may not be available for hardware cabinetry or chassis over 50 pounds (23 kilograms) or 6 feet (2 meters). Cisco SMARTnet 8x5xNBD*, SMARTnet 8x5x4, and Smartnet 24x7x4 services are not available for software or consumables (cables, blower assemblies, power cords, mounting hardware, etc.) Cisco Systems also offers Onsite Installation of Advance Replacement Parts for all these Service Levels: 8x5x4NBD*, 8x5x4, 24x7x4, 24x7x2. *NBD – Next Business Day
•
CISCO SMARTnet 8x5x NEXT BUSINESS DAY In areas where local depot services are available, an Advance Replacement part will ship the same day to arrive the next business day provided both the call and Cisco support staff’s diagnosis and determination of the failed hardware were made before 3:00 p.m. Depot Time** in the Customer’s region, Monday through Friday (excluding holidays observed by Cisco). For requests after 3:00 p.m. Depot Time in Customer’s region, the Advance Replacement part will ship the next business day. Next Business Day Advance Replacement parts will be shipped using carrier preferred by Cisco, freight prepaid by Cisco, excluding taxes and fees where applicable. In areas where local depot services are not available, an Advance Replacement part will ship the same business day from a Cisco depot to be determined by Cisco, provided both the call and Cisco support staff’s diagnosis and determination of the failed hardware were made before 3:00 p.m. (Depot Time in the shipping depot’s location), Monday through Friday (excluding holidays observed by Cisco). For requests received after 3:00 p.m. (local time in the shipping depot’s location), the Advanced Replacement part will ship the next business day from a Cisco depot to be determined by Cisco. Same Day Advance Replacement parts will be shipped using carrier preferred by Cisco, freight prepaid by Cisco, excluding import duties, custom clearance, taxes and fees where applicable. • •
Destination country importation and customs processes may affect the delivery time. Customer is responsible for the following when receiving Same Day Shipment: - Import documentation, if required - Import duties, taxes and fees - Assisting in customs clearance - Verifying any damage in transit
*Where NBD is not available SDS (Same Day Ship) will be the Service Level applied. ** Depot Time means Central European Time for parts shipping into Europe, Australia’s Eastern Standard Time for parts shipping into Australia, Japan’s Japan Standard Time for parts shipping into Japan and Pacific Standard Time for parts shipping into all other locations. Delivery time may vary from Cisco theatre to Cisco theatre.
•
Cisco SMARTnet 8x5x4 Advance Replacement parts are delivered to the customer site between 9:00 a.m. and 5:00 p.m. Depot Time Monday through Friday (excluding holidays observed by Cisco). Cisco will use reasonable commercial efforts to provide 4-hour response the same business day, provided both the call and Cisco support staff’s diagnosis and determination of the failed hardware has been made before 3:00pm, in Customer’s region. For calls placed after 3:00pm in Customer’s region, Cisco will deliver the Advanced Replacement part the morning of the next business day.
•
Cisco SMARTnet 24x7x4 Advanced Replacement Parts are delivered to the customer site between 9:00am and 5:00pm twenty-four (24) hours per day, seven (7) days per week, including Cisco-observed holidays. Cisco will use reasonable commercial efforts to provide 4-hour response for delivery to customer site of the replacement part from the time Cisco diagnoses the problem and determines that a replacement part is required. Replacement hardware may be either new or equivalent to new.
•
Cisco SMARTnet 24x7x2 Advance Replacement parts delivered to the customer site twenty-four (24) hours per day, seven (7) days per week, including Cisco-observed holidays. Cisco will use reasonable commercial efforts to provide 2-hour response for delivery to the customer site of the replacement part from the time Cisco diagnoses the problem and determines that a replacement part is required. Replacement hardware may be either new or equivalent to new.
3. SERVICE RESTRICTIONS To receive services, Customer must observe the following conditions: a.
Customer must pay a separate support fee for each product on which Customer receives support.
b.
Cisco SMARTnet service is not available in certain countries. Cisco reserves the right to refuse requests for service (including shipment of replacement hardware) in such countries.
c.
Customer must meet any customs requirements necessary for importation of the hardware replacement, including (i) payment of import duties, taxes and fees (including storage) where applicable and (ii) securing any import documentation required (i.e. import permits, licenses) before requesting a hardware replacement.
d.
Customer may need to use a more current release of the software which may require a hardware upgrade at additional cost.
e.
Customer must provide a severity level for all calls placed with Cisco, according to the following definitions: •
Severity 1
An existing network is down or there is a critical impact to Customer’s operation.
• Severity 2
Operation of an existing network is severely degraded, or significant aspects of Customer’s business operation are being negatively impacted by unacceptable network performance.
•
Operational performance of the network is impaired while most business operations remain functional.
Severity 3
• Severity 4
Information or assistance is required on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to Customer’s business operation.
f.
Customer must provide reasonable access to the product through the Internet or a modem so that Cisco can correct problems through remote access.
g.
When Cisco ships replacement hardware, Customer is responsible for identifying any damage in transit.
h.
The Customer is responsible for all shipping charges and, where applicable, must meet any local customs requirements for exportation (including payment of export duties, taxes and fees along with any export documentation required) of the non-working device to an authorized Cisco receiving centre.
i.
Prior to placing used Cisco equipment under support, Cisco will inspect the equipment to confirm that it has been maintained in accordance with Cisco standards. Equipment inspection fees are outlined in the Cisco published service price list.
Inspection fees include the following: • • • • •
Inspection of all hardware modules Inspection of network interfaces Basic product diagnostics Verification of firmware Labour to perform inspection and testing
Inspection fees do not include: • • • • •
Charges to replace hardware Any customization or installation of software Upgrades performed Repairs, troubleshooting, or diagnostics Travel expenses (for inspections performed outside a 50-mile/75 kilometer radius of a Cisco or Cisco partner service center)
The following information is required from the requesting party prior to inspection: • • • •
Complete inventory of hardware and software Confirmation of adequate AC power and workspace Serial numbers of all units Purchase order for inspection services
Cisco reserves the right to refuse inspection or service on any equipment that has been discontinued for longer than two years, is considered “used” or pre-owned, or that is considered in non-working condition.
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Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883
Asia Pacific Headquarters Cisco Systems, Inc. 168 Robinson Road #28-01 Capital Tower Singapore 068912 www.cisco.com Tel: +65 6317 7777 Fax: +65 6317 7799
Europe Headquarters Cisco Systems International BV Haarlerbergpark Haarlerbergweg 13-19 1101 CH Amsterdam The Netherlands www-europe.cisco.com Tel: +31 0 800 020 0791 Fax: +31 0 20 357 1100
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices. ©2007 Cisco Systems, Inc. All rights reserved. CCVP, the Cisco logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0609R)
