Cisco Smart Foundation Service Quick Start Guide

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1 Customer Name: Partner Name: Contract Number: Support Start Date: Support End Date: Local SMB TAC Phone: Cisco Smart Foundation Service June 2008

2 2 Congratulations on your purchase of Cisco Smart Foundation Service. Designed for businesses with data-only networks and fewer than 250 network users, Cisco Smart Foundation Service offers excellent essential support with entry-level affordability. Delivered by Cisco, this service program provides an easy, effective way to help you quickly resolve routine issues that might arise when using Cisco small and medium-sized business (SMB) products and branch office solutions.

3 3 This document outlines the components of your Cisco Smart Foundation Service agreement. Your service contract has already been electronically registered for this service agreement with Cisco. The entitlements of this service agreement, the support terms and conditions, and instructions on how to use this service effectively are outlined later in this document. Please read the following information carefully and keep a copy for future reference. If you require additional information, please contact your Cisco certified partner or a Cisco representative.

4 4 The Smart Foundation portal provides you one-stop access to support, service, and information for your Cisco networking devices and application. Using the portal, you can: Initiate service requests with the Cisco SMB Technical Assistance Center (SMB TAC) Monitor the progress of service requests and replacement deliveries Access the SMB technical knowledge base for information on connecting, configuring, and troubleshooting your devices Create a device database to help you manage your network devices Access online documentation, resources, and software updates Continued >

5 5 Accessing the Smart Foundation Portal* To begin using the resources of the Smart Foundation portal you need to register with Cisco.com, if you have not already done so. 1. Go to to log in or, if you have not registered for Cisco.com, click Register 2. On the registration screen, enter the information requested in each field. Under Register for Additional Access select the box that identifies you as either a service contract holder, a partner employee, a direct purchaser, a partner-provided Partner Initiated Customer Access (PICA) customer or a Cisco Certified Internetwork Expert (CCIE). 3. Your Cisco.com profile and user ID will be activated within 24 hours. * If you experience problems registering for, accessing, or using the Smart Foundation portal, please [email protected] 4. Once you ve obtained your Cisco.com User ID, register all products covered under this contract with the Service Contract Center by going to: 5. Click Login to SCC under the section Registered SCC/ SCM users. Enter your Cisco.com user ID and password. 6. Update your Cisco.com User Profile. Anytime you are logged in, you can update the following: Your password or preferences Your contact or organizational data Request additional access for someone else in your organization Reset your password 7. For a list of Frequently asked questions for Cisco.com registration, go to:

6 6 Cisco Smart Foundation Service entitles you to industry-leading technical support from the Cisco SMB TAC. Staffed by support engineers with expertise in SMB products and applications, SMB TAC support is available from 8 a.m. to 5 p.m. daily in most regions. Contact SMB TAC via and an SMB TAC engineer will respond to your case within one business day. Continued >

7 7 Accessing the Cisco SMB TAC 1. To open a service request, access the SMB TAC using the local phone number listed above or online at the Smart Foundation portal. For a complete listing of SMB TAC phone numbers, go to 2. At the time you initiate contact with the Cisco SMB TAC, you will be asked to provide: Your contract number Serial numbers of the main chassis and any serialized components Model number of the product and its hardware configuration Select a priority level, Severity 3 or Severity 4*, as described in the Cisco Severity and Escalation Guideline Physical location of the product An address to which the service confirmation will be sent A phone number and address where the SMB TAC engineer can contact you during regular business hours and within one business day from the time your case is opened 3. Each SMB TAC case will be assigned a case number for future reference. * A Cisco TAC representative will contact you by telephone, facsimile or within one (1) business day from the time your Severity 3 or Severity 4 cas was opened. Severity 1 and Severity 2 cases are not supported by Cisco Smart Foundation Service. Severity 1 Severity 2 cases are supported by Cisco SMARTnet Service.

8 8 1. If a Cisco SMB TAC engineer determines you have experienced a hardware failure, you will receive advanced replacement (same day ship/next business day delivery*) of the failed part(s). Cisco will ship you replacement hardware according to the depot availability in your country. Please see the terms and conditions for complete details. Replacement hardware may be either new or equivalent to new. 2. Each request for an RMA must specify the number, type, and serial number of each part to be replaced. 3. The SMB TAC engineer will issue you a return materials authorization (RMA) number and provide you information regarding the advanced replacement shipment. 4. Returns must be shipped within 10 days of the receipt of the issuance of the RMA number, or the recovering business unit will be invoiced for the replacement unit. Returns must agree exactly in the number, type, and serial numbers associated with the RMA transaction. Please pack properly. * Same day ship/next business day delivery means that parts are shipped the same business day for next business day arrival between 9 a.m. and 5 p.m. where available, provided the request is received and Cisco s diagnosis and determination for the failed hardware are made before 3 p.m. local depot time.* For a complete listing of delivery options in your area, consult the Service Availability Matrix at apidc/sam/search/search.do. Note: Parts delivery might be dependent upon importation, customs processes, and courier time frames.

9 9 Should your business or network service needs change, the Cisco Smart SMB service portfolio offers small and mediumsized businesses a variety of service options. Table 1 compares the basics of each Smart SMB Service offering. For additional information, contact your Cisco partner or Cisco representative or visit the following websites: Cisco Smart Foundation Service Cisco SMARTnet for SBCS Service Importance of Network Mission Critical Important Deliver by Cisco Device Coverage 2-Hour, 4-Hour, Same Day Ship/Next Business Day Replacement Cisco SMARTnet Service Cisco Smart Foundation Service Cisco Smart Care Service Cisco Smart Care Service Responsive Proactive Managed Cisco Smart SMB Service Portfolio Deliver by Cisco Device Coverage Same Day Ship/ Next Business Day Replacement Service Needs Deliver by Partner Network-Level Coverage 4-Hour, Same Day Ship/ Next Business Day Replacement Continued >

10 10 Table 1. Cisco Smart Services for Small and Medium Business Overview Service Cisco Smart Care Service Cisco SMARTnet Service Cisco Smart Foundation Service Type of Service Proactive networkwide monitoring, assessments, and notifications Responsive device coverage Responsive device coverage Advance Hardware Replacement 8 x 5 x same day ship/next business day 8 x 5 x 4 (now available) 8 x 5 x same day ship/next business day 8 x 5 x 4 24 x 7 x 4 and/or 24 x 7 x 2 (onsite parts replacement) 8 x 5 x same day ship/next business day Onsite Engineer Only with onsite option Cisco Technical Assistance Center (TAC) Hotline 24 x 7 access 24 x 7 access Business hours (8 a.m. 5 p.m.) access to special small and medium-sized business (SMB) TAC (access levels vary by region) Cisco.com Knowledge Base and Tools Smart Care portal Full access Cisco.com SMB knowledge base Operating System and Application Software Ongoing updates and upgrades Ongoing updates and upgrades Operating system software updates for bug fixes Eligible Devices SMB-class products All Select SMB-class data products Integrated Platform-Specific Cisco Services for integrated services routers (ISRs) Cisco SMARTnet Service for Smart Business Communications System Delivered By: Delivered by Cisco certified partner and Cisco collaboratively Cisco Cisco

11 11 For more information about Cisco Smart Foundation Service or your service contract, contact your Cisco certified partner or Cisco representative or visit Cisco Systems, Inc. All rights reserved. Cisco, the Cisco logo, and Cisco Systems are registered trademarks or 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. (0806R) BWD5001_SFS_QSG