Cisco Smart Net Total Care Solution Support - Extended Service

Experience enterprise-grade resilience with Cisco Smart Net Total Care Solution Support – Extended Service. This premium service delivers round-the-clock access to Cisco’s world-class technical assistance, guaranteed rapid on-site response, and comprehensive hardware and software coverage designed to keep your network running smoothly. Whether you operate a single-site campus or a global data center, this extension to Cisco’s Smart Net Total Care program provides peace of mind, helping you minimize downtime, accelerate problem resolution, and maximize the value of your Cisco investments. By combining proactive support with fast, reliable hardware replacement and software access, you can focus on business outcomes, not reactive firefighting.

• 24x7 global support with 4-hour on-site response — Around-the-clock access to Cisco TAC ensures you never wait for critical guidance. When a hardware or software issue arises, you receive rapid triage and escalation, with a guaranteed 4-hour on-site response in many regions. This level of speed minimizes disruption, shortens outage windows, and helps your network recover quickly, maintaining business continuity for essential operations and customer-facing services.
• Comprehensive hardware and software coverage — This extended service combines on-site hardware support with software access and updates, so you stay current with the latest features, fixes, and security patches. You don’t need to juggle separate support contracts; one cohesive plan covers device replacement, parts, and labor, plus software downloads and license coordination where applicable. The result is a streamlined support experience that protects both physical equipment and the software that runs it.
• Guaranteed replacement and proactive problem resolution — Replacement service is included to resolve problems quickly and minimize downtime. If a component cannot be repaired on-site, Cisco arranges rapid exchange or replacement with minimal disruption to your operations. In parallel, proactive monitoring and guidance from Cisco help detect potential issues before they impact performance, supporting steady network reliability and predictable maintenance planning.
• Direct access to Cisco TAC and valuable support tools — Your organization gains direct, prioritized access to Cisco’s Technical Assistance Center, along with access to the Smart Net Total Care portal, knowledge bases, and software download centers. This combination enables faster problem diagnosis, easier management of service requests, and streamlined software upgrade paths as your network evolves. With Cisco’s vast knowledge and resources at your disposal, you can resolve complex issues more efficiently than ever before.
• Flexible, scalable coverage for growing networks — The Extended Service adapts to the needs of expanding environments, whether you’re increasing site counts, deploying new platforms, or migrating to higher-availability configurations. You can align coverage with your roadmap, add devices, or adjust service levels through your Cisco account team or approved partners. This scalability keeps your service aligned with business goals, ensuring protection remains proportional to your network footprint.

Technical Details of Cisco Smart Net Total Care Solution Support - Extended Service

• Coverage and response — 24x7x4 hour on-site response, designed to minimize downtime and accelerate recovery for critical network infrastructure.
• Service scope — Extended service including on-site hardware replacement, parts and labor, and access to software updates and licenses where applicable, under a single, integrated agreement.
• Support channels — Direct access to Cisco Technical Assistance Center (TAC) and the Smart Net Total Care portal for case management, diagnostics, and proactive notifications.
• Asset and software coverage — Coverage extends to eligible Cisco devices and software under the Smart Net Total Care umbrella, ensuring both hardware and software issues are addressed promptly.
• Activation and management — Activation is provided through Cisco or an authorized reseller, with centralized contract management and renewal options to accommodate organizational changes and growth.

How to Install Cisco Smart Net Total Care Solution Support - Extended Service

Because this offering is a service contract rather than a traditional software or hardware product, installation involves activating the agreement and configuring access so your devices and teams can leverage the full benefits. Follow these conceptual steps to ensure a smooth setup, working with your Cisco account team or authorized reseller:

• Confirm eligibility and gather identifiers — Verify that your devices fall under an active Smart Net Total Care umbrella or initiate a renewal. Collect device serial numbers, SKU numbers, and location details to align coverage with your asset inventory.
• Engage your Cisco account manager or reseller — Reach out to the partner who manages your contract to initiate activation or extension. They will guide you through the documentation, contract terms, and any region-specific requirements necessary to enable on-site coverage and portal access.
• Activate portal access — Upon activation, you (or designated administrators) should be granted access to the Cisco Smart Net Total Care portal. This portal is where you submit service requests, monitor open cases, review software updates, and access product documentation.
• Register devices and define service scope — Associate your devices with the service contract in the portal, ensuring the coverage level, response times, and on-site options align with your operational needs. If you have multi-site deployments, map each site’s critical assets to ensure rapid dispatch when required.
• Plan onboarding with Cisco TAC — Schedule an initial onboarding or kickoff with Cisco TAC to align expectations, establish escalation paths, and confirm preferred communication channels. This ensures a smooth transition from procurement to active service, with clear points of contact for your IT team.
• Train and communicate internally — Brief your network operations team on the service expectations, how to open tickets, and what information to provide when contacting TAC. Clear internal processes reduce resolution times and maximize the value of the daily operations cover.

Frequently asked questions

• Q: What devices are covered under Cisco Smart Net Total Care Solution Support - Extended Service?

  A: Coverage typically applies to Cisco devices that are included in an active Smart Net Total Care agreement. The exact scope depends on your contract terms and the devices registered within your portal. Always confirm with your account representative for device eligibility and any region-specific exceptions.

• Q: What does 24x7 support with 4-hour on-site response mean?

  A: It means technical assistance is available 24 hours a day, 7 days a week, with a guaranteed or commonly applicable 4-hour on-site arrival window from the time the service request is opened, subject to regional service levels and access constraints. This rapid response aims to minimize downtime for critical network infrastructure.

• Q: Does the Extended Service include software updates?

  A: Yes. The service typically includes access to Cisco software updates and downloads, enabling you to stay current with security patches, performance improvements, and new features as they are released, in line with your license and contract terms.

• Q: Is hardware replacement included?

  A: Yes. Replacement services for failed or unrepairable hardware components are included, with on-site or exchange options determined by the contract. This helps maintain hardware availability and reduces disruption to operations.

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

  A: Activation or renewal is coordinated through Cisco or an authorized reseller. You’ll typically provide contract numbers, device details, and site information. After activation, you’ll gain portal access to manage service requests, view SLAs, and monitor ongoing cases.

• Q: Can I adjust or upgrade service levels as my network grows?

  A: Yes. Many customers modify coverage to reflect changes in scale or criticality. Work with your Cisco account team to adjust response times, site coverage, or the number of devices included in the contract, ensuring your service remains aligned with business needs.

• Q: How is remote support delivered?

  A: In addition to on-site visits, Cisco TAC can provide remote diagnostics, configuration guidance, and troubleshooting steps. Remote support often complements on-site visits to accelerate resolution and reduce dispatch frequency where possible.

• Q: What should I have ready when opening a service request?

  A: Gather key details such as device model, serial numbers, current firmware or software version, a concise description of the issue, impact on operations, preferred contact method, and any prior troubleshooting steps taken. Supplying clear information speeds up triage and resolution.