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Cisco SMARTnet Support FAQ
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General Questions |
1.1 What is SMARTnet?
Cisco SMARTnet support provides rapid access to vital information when you need it, including:
- Access to Cisco.com for online tools and technical assistance
- Access to the Cisco Technical Assistance Center (TAC)
- Cisco IOS Software Updates
- Advance replacement of failed hardware
For more information, see the SMARTnet/SMARTnet
Onsite Q&A page. |
1.2 What is covered under warranty, and how is it different from SMARTnet coverage?
Cisco guarantees the repair or replacement of all Cisco products found to be defective. Duration and support of warranties are limited. Warranties do not include Cisco TAC support or Software Updates but SMARTnet does. Elements covered under a Cisco warranty include:
- Hardware: This guarantees that all hardware under normal use is free of defects in material and workmanship or Cisco will replace it at no charge to the customer.
- Software: This guarantees that physical media is free from defects or Cisco will replace it at no charge to the customer. The warranty guarantees that all software generally conforms to the published specifications for the product. This warranty cannot be used to upgrade faulty software.
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1.3 Does my Cisco product donation come with support?
Once your product is shipped to you, Cisco automatically enrolls you for five years of SMARTnet support.
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1.4 What if my SMARTnet coverage through TechSoup lasts only one year?
For all past grantees of record with only a one-year service contract, Cisco will retroactively extend the existing one-year support contract to five years. No action is required on your part to make this happen.
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1.5 Do Linksys products get Cisco SMARTnet support?
Linksys products will receive Linksys Standard Warranty Support. See the
Support tab on the Linksys
Web page for details. |
1.6 How do I locate the serial number of my Cisco device?
It varies by Cisco model. Check the Cisco
Product Identification Tool for specific instructions by model. To use this tool, you need a valid CCO ID and password (see Question 2.3). |
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Getting Support |
2.1 How do I get support?
Once your SMARTnet contract is activated, you will receive a Welcome Kit via mail that includes your new SMARTnet Contract Number. To receive support, open a case with Cisco's Technical Assistance Center (TAC). See Question 2.2.
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2.2 How do I open a case?
You may open a case online with a valid CCO ID (see Question
2.3) and password. To open a case, go to the Service
Support Center. |
2.3 What is a CCO ID and how do I create one?
CCO stands for Cisco Connection Online. To create your CCO ID, you must register
with Cisco. Once you've completed your account registration, you'll have
online access to Cisco tools, information, and support. |
2.4 What if I don't have my Welcome Kit?
If you don't have your Welcome Kit, log in to the Service Contract Center (SCC) to search for your contract details. You can search via your SMARTnet contract number, any serial numbers that might be covered under your contract, or your Cisco Sales Order Number (SO). Welcome Kits are sent to the install site, so please check the contract record to ensure that it contains the correct address. If it's incorrect, follow the directions on the SCC site to update your contract details online. If you can't find your contract details, or if your contract was NOT extended to five years, as it should have been, please send an email to cisco@techsoup.org.
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2.5 What should I do if I need support before my Welcome Kit arrives?
Your SMARTnet contract should automatically be activated on behalf of your organization. The welcome kit is sent to your organization via post three weeks after the order has been received in its entirety. However, if you have received the entire donation and are in need of product support before your welcome kit has arrived, you can submit a request to TechSoup to have your SMARTnet contract activated by sending an email to cisco@techsoup.org, and indicating the following:- Your organization name
- Your TechSoup order number
- Reason why you need product support
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Updating and Renewing Contracts |
3.1 What if I receive an RMA from Cisco?
If you receive an RMA (Returned Materials Authorization) from Cisco to replace hardware, you should log in to SCC to remove the returned equipment's serial number and replace it with the new one you received. That will keep your contract's inventory of serial numbers up to date and ensure that you obtain hardware support on those serial numbers.
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3.2 How do I find details such as the expiration date for my Cisco SMARTnet contract?
The Service
Contract Center (SCC) allows end users to manage and view SMARTnet
contracts online. |
3.3 What if the inventory in my Welcome Kit is incorrect?
You can go to the Service
Contract Center to update any inaccurate details of your support contract.
Please review contact details within the support contract for accuracy. You
may find a discrepancy with your inventory due to an RMA. See Question 3.1
for details. |
3.4 What do I do when my five-year SMARTnet coverage from Cisco expires?
Cisco recommends that you extend your Cisco SMARTnet coverage by contacting a Cisco reseller of SMARTnet service. Use the Partner
Locator link on the Service Contract Center to find a reseller in
your area. |
3.5 What if I no longer use the equipment and therefore do not need to renew SMARTnet?
Organizations receiving product grants are not allowed to sell, exchange, or otherwise dispose of the donated property (or any portion thereof). All donated Cisco equipment no longer in use must be returned to Cisco via Cisco's Takeback and Recycle program. Go to the Cisco product take-back and recycling page for instructions.
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3.6 Our organization has other Cisco equipment obtained elsewhere; can I add those serial numbers to my existing Cisco SMARTnet support contract?
As of February 1, 2006, Cisco began donating SMARTnet support only for products received through TechSoup Stock. Users must purchase separate Cisco support agreements for any other Cisco equipment they own.
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