If you order Cisco support, you are probably familiar with part number prefixes like “SNT” and “SNTP”. I noticed my notes were outdated as to what these prefixes mean when I started seeing part numbers like “C4P” replacing the prefixes I used to expect. I finally got around to updating my personal cheat sheet and thought I’d share it, as this seems to be difficult to find on Cisco’s site:
| SNT | SMARTnet Support 8x5xNBD |
| SNTE | SMARTnet Support 8x5x4 |
| SNTP | SMARTnet Support 24x7x4 |
| S2P | SMARTnet Support 24x7x2 |
| CS | Onsite SMARTnet Support 8x5xNBD |
| C4S | Onsite SMARTnet Support 8x5x4 |
| C4P | Onsite SMARTnet Support 24x7x4 |
| C2P | Onsite SMARTnet Support 24x7x2 |
| SAU | Software app support + upgrade |
| SAS | Software app support |
| SUSW | IPS Signatures and Software |
| SU1 | IPS Service 8x5xNBD |
| SU2 | IPS Service 8x5x4 |
| SU3 | IPS Service 24x7x4 |
| SU4 | IPS Service 24x7x2 |
| SUO1 | IPS Onsite 8x5xNBD |
| SUO2 | IPS Onsite 8x5x4 |
| SUO3 | IPS Onsite 24x7x4 |
| SUO4 | IPS Onsite 24x7x2 |
FIN
Levels
of Service~
Cisco
hardware can be covered from 8x5xNBD to 24x7x2 with either parts only or
onsite service. Software can be
supported with minor release upgrades to major release upgrades.
SNT-
SMARTnet Standard (8x5xNBD) – Next-business-day delivery
of advance replacement parts, provided the request is received prior to 3pm
depot time.
SNTE –
SMARTnet (8X5X4) – Four business-hour response time for
advanced replacement parts from 9 am to 5 pm depot time, Monday through
Friday, excluding Cisco observed holidays.
SNTP –
SMARTnet (24X7X4) – Four-hour response time for advance
replacement parts 24 hours a day, 7 days a week, including Cisco observed
holidays.
S2P –
SMARTnet (24X7X2) – Two-hour response time for advance
replacement parts 24 hours a day, 7 days a week, including Cisco observed
holidays. May not be available for all
areas.
CS or OS- SMARTnet Onsite 8x5xNBD – Next-business-day onsite service with parts (Monday through
Friday, excluding Cisco-observed holidays) for onsite hardware maintenance,
provided the call was placed with Cisco before 3pm depot time.
C4S or OSE- SMARTnet Onsite 8x5x4 – Four business-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.
C4P or OSP- SMARTnet Onsite 24x7x4 – Four-hour onsite service and parts, 24 hours a day, 365 days
a year, includes Cisco and locally observed holidays for onsite hardware
maintenance.
C2P or PREM – SMARTnet Onsite 24x7x2 – Two-hour onsite service and parts, 24 hours a day, 365 days
a year, includes Cisco and locally observed holidays for onsite hardware
maintenance. May not be available for
all areas.
SU1-
SMARTnet Standard for Intrusion Prevention Systems (8x5xNBD) – An Advanced
replacement will ship the same day to arrive the
next Business Day provided and Cisco’s determination of the failed Hardware
has been made before 3:00 p.m., Depot Time. For requests after 3:00 p.m.,
Depot Time, the Advance Replacement will ship the next Business Day.
SU2 –
SMARTnet for Intrusion Prevention Systems
(8X5X4) – Advance
Replacement on a Four-Hour Response basis between 9:00 a.m. and 5:00 p.m.
Depot Time the same Business Day, provided Cisco’s determination of the
failed Hardware has been made before 1:00 p.m., Depot Time. If Customer makes
a request after 1:00 p.m. Depot Time, Cisco will deliver the Advance
Replacement the morning of the next Business Day.
SU3 –
SMARTnet for Intrusion Prevention Systems
(24X7X4) – Four-hour response time for advance
replacement parts 24 hours a day, 7 days a week, including Cisco observed
holidays.
SU4 –
SMARTnet for Intrusion Prevention Systems
(24X7X2) – Two-hour response time for advance
replacement parts 24 hours a day, 7 days a week, including Cisco observed
holidays. May not be available for all
areas.
SUO1-
SMARTnet Standard for Intrusion Prevention Systems (8x5xNBD) –
Next-business-day Remedial Hardware Maintenance service, 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).
SUO2 –
SMARTnet for Intrusion Prevention Systems
(8X5X4) – Four business-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.
SUO3 –
SMARTnet for Intrusion Prevention Systems
(24X7X4) – Four business-hour response time for
Remedial Hardware Maintenance service twenty-four (24) hours per day, seven
(7) days per week including Cisco-observed holidays.
SUO4 –
SMARTnet for Intrusion Prevention Systems
(24X7X2) – Two-hour response time for Remedial Hardware Maintenance service twenty-four (24) hours
per day, seven (7) days per week including Cisco-observed holidays.
SAS or
ESW – Software support and minor releases upgrades
(example: 2.3 to 2.5)
SAU or UCSS– Software support and major release upgrades. (example: 2.3 to 3.0)
Unified
Communition items need to be covered by ESW support. If the client needs the major upgrades,
they will need to buy ESW and UCSS support at the same time.
SMARTnet
Includes:
· IOS Software Upgrades for new
features, capabilities and software bug fixes.
· 24x7x365 Access to Cisco Connection Online for inventories, service contract access, products &
services information, technical white papers, etc.
· 24x7x365 Access to Cisco Technical Assistance Center (TAC) for access to all levels of industry leading technical
support engineers
· All Parts and Labor, if applicable,
to restore the network during unscheduled interruptions
Thank you!! One would think Cisco would provide such a simple summary of their service levels.
This is very helpful to our customers, thank you!
We proposed SmartNet “Part# : CON-SCIN-C6807XLC” for the Core Switch “Part# : C6807-XL”
Customer Is asking for the Datasheet or detailed description of the
proposed SmartNet because he is confused with the IPS in description
CON-SCIN-C6807XLC SC IPS 8X5XNBD Catalyst 6807-XL 7-s
It does sound like it is including IPS, but I don’t know that that’s even available for those. Unfortunately, I don’t have that part number in my list. Could it potentially be referring to IP Services licensing? Maybe IPSec if it’s a security bundle?
Thank you very much. This summary is so useful.
WHAT IS CON-PSUE-3750X4TE?
I’m not sure, but it looks like some sort of partner support. Perhaps discounted support for partners? Or maybe it’s for when the partner provides support and Cisco is the escalation point and provides CCO access?
PSRT PRTNR SS 8X5XNBD spare delivery only
PSUE PRTNR SUP 8X5X4 spare delivery only
PSUP PRTNR SUP 24X7X4 spare delivery only
PU2P PRTNR SUP 24X7X2 spare delivery only, very limited availability
PSOE PRTNR SUP Onsite 8X5X4 spare + engineer by Cisco
PSOP PRTNR SUP Onsite 24X7X4 spare + engineer by Cisco
PSO2 PRTNR SUP Onsite 24X7X2 spare + engineer by Cisco; very limited availability
Check the Cisco SAM for availability.
Very helpful!, please Can you do an update with Smarnet Total Care ??
Regards
what is SMBS support?
That is Cisco Smart Foundation Services. I think it stands for Small and Medium Business Services. http://www.cisco.com/c/en/us/services/portfolio/product-technical-support/smart-foundation.html
Thanks !
Hello there. Can anyone tell me what is SKU service level?
This is a more complete official reference. Table 11
https://www.cisco.com/c/en/us/products/software/one-data-center/data-center-networking-part.html
What is ECMU?
Full form of CON, ECMU, please.
Hi,
What is different Service level in RMA (Return Management Authorization )?
Is there a full report with all the Cisco support codes in it? I cannot seem to find it.