Cisco Smart Net Total Care - Extended Service: 24x7 On-Site Support, Exchange, Parts & Labor

Protect your Cisco investment with a premium, enterprise-grade service that keeps your network running at peak performance. Cisco Smart Net Total Care - Extended Service delivers around-the-clock technical assistance, rapid on-site response, and comprehensive coverage that includes hardware exchanges and parts and labor. This extended service is designed to provide peace of mind for IT teams managing mission-critical data centers, campus networks, and distributed branches. By combining 24/7 access to Cisco’s Technical Assistance Center (TAC) with guaranteed on-site support and a predictable cost structure, you can minimize downtime, accelerate issue resolution, and maintain the reliability your users depend on.

• 24/7 support with a guaranteed 2-hour on-site response, available worldwide where coverage is active, ensuring rapid remediation and minimal business disruption around the clock.
• On-site hardware exchange option that speeds repair by replacing failed components at your location, reducing maintenance windows and the risk of outages during peak business hours.
• Parts and labor are included for covered equipment, offering predictable budgeting with no surprise costs during the contract term and ensuring workmanship by qualified technicians.
• Access to Cisco Technical Assistance Center (TAC) and proactive diagnostics and problem management, enabling faster root-cause analysis and guided remediation across network segments.
• Electronic and physical coverage for eligible Cisco devices and software, with entitlement to firmware advisories, security updates, and deployment guidance as part of the Smart Net ecosystem to keep configurations current and compliant.

Technical Details of Cisco Smart Net Total Care - Extended Service

• Service Level: Extended Service with 24x7x2-hour on-site coverage, complemented by 24/7 remote support via TAC for diagnostic escalation and guidance.
• Response Time: On-site arrival within 2 hours for eligible incidents; continuous remote monitoring and troubleshooting support available to accelerate resolution.
• Coverage Type: Physical hardware coverage with electronic entitlement for software updates, firmware advisories, and supported licensing where applicable.
• Support Components: Hardware replacement (exchange), parts, labor, and access to Cisco TAC, online portals, and diagnostic tools for efficient case management.
• Supported Devices: Broad coverage across Cisco routing, switching, security, data center, collaboration, wireless, and related appliance families, subject to device model and purchase terms.
• Platform & Portal: Integrated with Cisco support portals for case management, asset tracking, and policy-driven alerting to help IT teams plan maintenance and replacements.

How to install Cisco Smart Net Total Care - Extended Service

• Verify eligibility and purchase details with your Cisco account or authorized partner to confirm the exact devices and model coverage included in the Extended Service contract.
• Register each covered device in the Cisco Smart Net Total Care portal by entering serial numbers, product family, location, and contact information to activate coverage and enable proactive alerts.
• Confirm TAC entitlement and credentials for your organization so you can open cases 24/7 and receive rapid escalation support when issues arise.
• Configure service-level objectives in your account profile, including preferred escalation contacts and notification settings, to ensure the fastest routing of problems to the right Cisco engineers.
• Plan for integration with existing ITSM processes by mapping service requests to the Extended Service terms, so hardware replacements, parts orders, and labor are triggered automatically when needed.
• Stay informed about firmware advisories, software updates, and security patches released by Cisco, and coordinate with your change-management process to apply updates during approved maintenance windows.

Frequently asked questions

• Q: What exactly is Cisco Smart Net Total Care - Extended Service?

  A: It is a comprehensive support and maintenance contract that provides 24/7 access to Cisco TAC, on-site hardware replacement options, and inclusive parts and labor, designed to maximize network uptime for covered devices.

• Q: What does 24x7x2-hour on-site mean?

  A: It means Cisco commits to providing urgent on-site support within two hours of an outage or problem report, at any time of day, across enabled regions. Availability is regionally dependent and subject to contract terms.

• Q: What is included in parts and labor?

  A: Covered replacement parts and the labor required to install them are included for eligible hardware failures. Replacement parts are supplied by Cisco or approved partners, and qualified technicians perform the service at your site or in accordance with the contract.

• Q: Which devices are covered under this Extended Service?

  A: Coverage spans a broad set of Cisco devices across routing, switching, security, data center, wireless, and collaboration platforms, but eligibility depends on device model, purchase date, and specific contract terms. Always verify coverage in your Smart Net portal.

• Q: How do I enroll or renew the service?

  A: Enrollment and renewal are managed through your Cisco account or an authorized Cisco partner. You will need device serial numbers, proof of purchase, and contract details to activate coverage and set up portal access for ongoing management.

• Q: Can this service help with software updates and firmware management?

  A: Yes. In addition to hardware support, Smart Net Total Care Extended Service provides electronic entitlement to software advisories and updates, helping you keep systems current and reduce security risks. Always coordinate updates with your change management process.

• Q: Is remote troubleshooting included?

  A: Yes. In addition to on-site support, you get 24/7 remote diagnostic assistance through TAC and Cisco’s tooling to speed root-cause analysis and resolution before on-site visits are required.