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Cisco SMARTnet Service

Overview
SmartNet Types
FAQ
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Cisco SMARTnet Overview

Maximize the Value of Your Network Infrastructure

As your network evolves to keep pace with shifting business requirements, Cisco Technical Support Services are here to support your journey. This adaptable range of services is tailored to your organization’s unique needs, helping you manage your network efficiently while keeping operational expenses in check. Whether you need dependable ongoing support or swift assistance in urgent situations, Cisco offers the expertise and reliability to help your business thrive.

World-Class Support from the Cisco Technical Assistance Center

Access expert help anytime—online or by phone—through the Cisco Technical Assistance Center (TAC).

Staffed by seasoned engineers, including certified specialists and CCIE professionals, TAC delivers industry-leading support with:

  • Deep expertise across a wide spectrum of technologies
  • Tools and resources to help you build your technical knowledge
  • Intelligent call routing that connects you with the right expert fast
  • Real-time collaboration through Cisco live support sessions
  • Global assistance offered in your local language

Understanding SMARTnet Service Codes and Software Entitlements

One key distinction between different SMARTnet service codes lies in the software entitlement each contract provides. Before selecting a SMARTnet service, it's essential to assess your device’s software capabilities and requirements. Equally important to note: SMARTnet contracts grant legal rights to use software only on the specific devices listed in the agreement. Applying that software to any other device would constitute a breach of contract.

7 SMARTnet Types

SMB Support Assistant

Hardware and Software Support - Replacement Hardware by Next Business Day

Does not cover Voice Over IP (VOIP) or Quality of Service (QoS) configurations - choose SMARTnet for these.

  • Easy to use networking support
  • Operating System bug fixes when required
  • 24 x 7 Access to SMB support technicians
  • Business Hours Fault Resolution
  • Replacement hardware delivered by the next business day (subject to fault identification by Cisco)
  • Software tools designed to simplify hardware configuration and use
  • Typically priced at 40% less than "full blown" SMARTnet

Cisco SMARTnet 8x5xNBD

Major and maintenance releases of Cisco IOS software

  • 24 x 7 Access to TAC
  • Business Hours Fault Resolution
  • Replacement hardware delivered by the next business day (subject to fault identification by Cisco)

Cisco SMARTnet 8x5x4

Major and maintenance releases of Cisco IOS software

  • Major and maintenance releases of Cisco IOS software
  • 24 x 7 Access to TAC
  • Business Hours Fault Resolution
  • Replacement hardware delivered within 4 hours (subject to fault identification by Cisco)

Cisco SMARTnet 24x7x4

Hardware and Software Support Replacement Hardware within 4 Hours

  • Major and maintenance releases of Cisco IOS software
  • 24 x 7 Access to TAC
  • 24 x 7 Fault Resolution
  • Replacement hardware delivered within 4 hours (subject to fault identification by Cisco)

Cisco SMARTnet Onsite 8x5xNBD

Hardware and Software Support Replacement Hardware by Next Business Day

  • Major and maintenance releases of Cisco IOS software
  • 24 x 7 Access to TAC
  • Business Hours Fault Resolution
  • Replacement hardware and an Engineer to install it, to be on-site by the Next Business Day (subject to fault identification by Cisco)

Cisco SMARTnet Onsite 8x5x4

Hardware and Software Support Replacement Hardware within 4 Hours

  • Major and maintenance releases of Cisco IOS software
  • 24 x 7 Access to TAC
  • Business Hours Fault Resolution
  • Replacement hardware and an Engineer to install it, to be on-site within 4 hours.(subject to fault identification by Cisco)

Cisco SMARTnet Onsite 24x7x4

Hardware and Software Support Replacement Hardware within 4 Hours

  • Major and maintenance releases of Cisco IOS software
  • 24 x 7 Access to TAC
  • 24 x 7 Fault Resolution
  • Replacement hardware and an Engineer to install it, to be on-site within 4 hours (subject to fault identification by Cisco)

FAQs

Q: How do I receive support?

A: Once your SMARTnet contract is activated, you'll get an email from the Cisco Service Contract Center (CSCC) containing your contract number and helpful links, including how to contact Cisco Technical Assistance Center (TAC).

Q: How do I open a support case?

A: You can open a case online using your Cisco Connection Online (CCO) ID and password. Visit the Service Support Center to submit a case or explore the knowledge base. For more help or to create a CCO account, go to the Cisco Registration page.

Q: What if I haven’t received my contract number yet but need support?

A: Until your equipment is fully shipped and your SMARTnet contract becomes active, your products are covered under the standard warranty.

Q: What should I do if I didn’t get the activation email with my contract number?

A: If your contract details or activation email haven’t arrived, reach out to the Cisco Product Grant team through the online contact form.

Q: Can I view my SMARTnet contract details online?

A: Yes. The Cisco Service Contract Center allows you to view and request updates to your SMARTnet contract by opening a case.

Q: What if the contract inventory doesn’t match what we received?

A: If there are discrepancies—such as wrong contact info, site address, or serial numbers—open a case with the Service Contract Center to correct them. For hardware replacements, be sure to update old and new serial numbers accordingly. If needed, they’ll coordinate with the Cisco Product Grant team.

Q: What happens when my SMARTnet coverage expires?

A: To continue coverage, Cisco recommends purchasing SMARTnet through an authorized reseller. Use the Cisco Partner Locator Tool to find one near you.

Q: What if we’re no longer using the donated equipment?

A: Per Cisco's agreement, donated gear that is no longer in use must be returned—not sold or given away. Use Cisco’s Take Back and Recycle program to return the equipment responsibly.

Q: Can we add other Cisco equipment to our SMARTnet contract?

A: No. Only the donated products listed in the Product Grant are covered. For any other Cisco gear your organization owns, separate support contracts must be arranged independently.