Cisco Smart Foundation Service Quick Start Guide

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Advance Parts Replacement and Return Congratulations and Welcome

Cisco

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Smart Foundation Service Quick Start Guide

June 2008

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Congratulations and Welcome

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.

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Guided Tour of Service Components

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.

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Cisco Smart Foundation Portal

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

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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 http://tools.cisco.com/Support/SMBSA/Login.do 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.

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: www.cisco.com/public/scc 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:

www.cisco.com/web/help/reg/faq_reg.html#PR2

* If you experience problems registering for, accessing, or using the Smart Foundation portal, please e-mail [email protected]

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Cisco SMB TAC Call Back Service

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 email and an SMB TAC engineer will respond to your case within one business day.

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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 www.cisco.com/warp/public/687/Directory/DirTAC.shtml 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 e-mail 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 email 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.

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Advance Parts Replacement and Return

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 http://tools.cisco.com/

apidc/sam/search/search.do. Note: Parts delivery might be dependent upon importation, customs processes, and courier time frames.

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Choices Beyond Cisco Smart Foundation

Should your business or network service needs change, the Cisco Smart SMB service portfolio offers small and medium- sized 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 Cisco Smart Care Service

Cisco Smart SMB Service Portfolio

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Responsive

Service Needs Cisco

SMARTnet Service

Cisco Smart Foundation Service

Cisco Smart Care

Service

Proactive Managed

Mission CriticalImportantImportance of Network

• Deliver by Cisco

• Device Coverage

• 2-Hour, 4-Hour, Same Day Ship/Next Business Day Replacement

• Deliver by Partner

• Network-Level Coverage

• 4-Hour, Same Day Ship/

Next Business Day Replacement

• Deliver by Cisco

• Device Coverage

• Same Day Ship/

Next Business Day Replacement

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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 Busi- ness Communications System

Delivered By: • Delivered by Cisco certified partner and

Cisco collaboratively • Cisco • Cisco

Table 1. Cisco Smart Services for Small and Medium Business Overview

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For More Information

For more information about Cisco Smart Foundation Service or your service contract, contact your Cisco certified partner or Cisco representative or visit www.cisco.com/go/smartfoundation

© 2008 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