Smartnet 8x5xNBD VS 24X7X4

[Vencola]

Hi everyone,

I just need to know what is the maximum time Cisco will replace the switch  in case of hardware failure for the following smartnet types, and does it depend on the country? 

8x5xNBD

24x7x4

24x7x2

does Cisco committed to send the replaced switch to me in the time, or they just send it form their end and shipping takes its time. 

[pman]

1. For 8x5x4 deliveries the RMA request must be created by 1:00pm Local Depot Time. For RMA requests after 

    1:00PM Local Depot
    Time, delivery will be the next Business Day.
2. For Next Calendar day and Next Business day delivery, the RMA request must be created by 3:00pm Local Depot

    Time for delivery on the next calendar day or Business Day. Exception: For United States and Canada, the RMA

    request must be created by 6:00pm Eastern Standard Time. In countries where Next Calendar day and Next     

    Business day services are not available, Cisco will ship the RMA as a Same Day Shipment.  

 

https://www.cisco.com/c/dam/en_us/about/doing_business/legal/docs/Hardware_Replacement.pdf

https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/rma-only-service.pdf

https://www.cisco.com/c/dam/en/us/products/collateral/cloud-systems-management/smart-net-total-care/q-and-a-c67-735475.pdf

[Vencola]

Hi pman,

Thanks for your reply

I noticed from the table you've sent that the RMA service level is:

2  hours for 24x7x2

4 hours for 24x7x4

NBD for the 8x58NBD

now the Question is: 

for 24x7x2, the service level is 2 hours. is 2 hours means that cisco will replace the hardware in 2 hours. i.e. I will receive the replaced product just in 2 hours, or just means that cisco will start replying to my ticket in 2 hours - if the second point is the correct one, what is the maximum time cisco will send me the new hardware?