Datasheet

day, seven (7) days per week, including Cisco-
observed holidays.
• SMARTnet 24x7x2: Advance Replacement on a Two-
Hour Response basis twenty-four (24) hours per day,
seven (7) days per week, including Cisco-observed
holidays.
Part II - SMARTnet On-Site Support Services
• SMARTnet On-Site 8x5xNext Business Day: Next-
business-day Remedial Hardware Maintenance,
together with parts, labor and materials, by 5:00 p.m.
Depot Time provided Cisco's determination that on-
site Service is required has been made before 3:00
p.m. Depot Time the prior day (otherwise, second
Business Day will be provided for calls placed after
3:00 p.m. Depot Time).
• SMARTnet On-Site 8x5x4: Four Hour Response for
Remedial Hardware Maintenance service between
9:00 a.m. and 5:00 p.m. Depot Time the same
Business Day, together with parts, labor and
materials, provided Cisco's determination that on-site
service is required has been made before 1:00 p.m.
Depot Time.
• SMARTnet On-Site 24x7x4: Four Hour Response for
Remedial Hardware Maintenance twenty four (24)
hours per day, seven (7) days per week including
Cisco observed holidays.
• SMARTnet On-Site 24x7x2: Two Hour Response for
Remedial Hardware Maintenance twenty four (24)
hours per day, seven (7) days per week including
Cisco observed holidays.
End-User Responsibilities:
The provision of the Service options assumes that End-User
will:
• Provide a priority level as described in the
Cisco
Severity and Escalation Guideline for all the calls
End-User places.
• Comply with the terms of the Cisco Software license
attached to the Software or in the absence of such
terms by the license posted at
http://www.cisco.com/en/US/products/prod_warrantie
s_item09186a008025c927.html
• Provide, at End-User’s expense, reasonable access
to the Product through the Internet or via modem to
establish a data communication link between End-
User and the Cisco TAC engineer and systems
passwords so that problems may be diagnosed and,
where possible, corrected remotely.
• Provide thirty (30) days Notice to Cisco of any
requested addition(s) to End-User’s Equipment List.
• Notify Cisco, using Cisco.com, of Product on the
Equipment List which End-User has moved to a new
location within thirty (30) days of such relocation.
Please be aware that the Services will be provided to
End-User beginning thirty (30) days after receipt of
End-User’s notification. Cisco will also need End-User
to notify Cisco of any modification to the Product and
configuration including upgrades or changes to FRUs
not in the original configuration within five (5) days of
such modification.
• Provide current shipment contact information as
follows: contact name, title, address, telephone
number, e-mail address, and fax number.
• Provide valid and applicable serial numbers for all
Product problems and issues reported to Cisco or
where End-User is seeking information from Cisco in
connection with Product use. Cisco may also require
End-User to provide additional information in the form
of location of the Product, city location details and zip
code information.
• When requested, provide Cisco with a list of all
personnel that End-User has authorized to contact
Cisco or access Cisco.com for Services and to
download Software from Cisco.com or Cisco's PUT.
End-User is responsible for reviewing the list on an
annual basis and adding or removing personnel as
necessary.
• Use the latest release of Software, where Cisco
advises End-User that this will correct a reported
Software problem.
Where End-User has purchased Advance Replacement
Services:
• Return to Cisco any defective or returned Product in
accordance with Cisco's RMA procedure. End-User
agrees to assist Cisco in troubleshooting failed
Hardware down to the FRU level prior to initiating the
RMA procedure.
• End-User is responsible for the following when
returning Product to Cisco: (a) proper packaging,
including description of failure and written
specifications of any other changes or alterations; (b)
returns must be received within thirty (30) days;
otherwise, the replacement Product will be charged at
the current Price List. Packages for replacement shall
be shipped DDU (Incoterms 2000) or FCA (Incoterms
2000) as applicable.
• Test all repaired or replacement Product received to
determine if any damage occurred in transit.
Products damage and/or misshipments must be
reported to Cisco within ten (10) business days of
receipt.
Where End-User has purchased On-Site Services:
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