Advanced hardware replacement raction time

[lukasz4]

Hi,

In SMARTNET documentation there is note that AHR is possible in few option based on service level. Those option are:

Smart Net Total Care 24x7x2	2-hour response, 24 hours a day, 7 days per week, including holidays
Smart Net Total Care 24x7x4	4-hour response, 24 hours a day, 7 days a week, including holidays
Smart Net Total Care 8x5x4	4-hour response, local business hours based on depot time, 5 days a week

"The TAC is staffed by Cisco experts and is accessible 24 hours a day, 365 days per year. Technical services available through the TAC are backed by advance hardware replacement options and fast response time, including 2-hour, 4-hour, and next-business-day options (where available)"

Does it mean that 2 and 4 hour is just a response for Cisco or this is delivery timeframe in door to door option ? Maybe someone have any official documents about how this work ? I cannot find that.

Thanks,

[npicard]

Hello Lukasz,

Here is a link to the Smart Net Total Care data sheet: http://www.cisco.com/c/en/us/products/collateral/cloud-systems-management/smart-net-total-care/datasheet-c78-735459.pdf

I believe page 3 covers the area you are interested in. For additional information specific to your Cisco installed base, we recommend you contact your local Cisco representative.

Thank you,

Nathalie

[lukasz4]

Hi,

This is the same guide as i have use to check the information but there is no answer related to AHR. There is just response time in AHR description but no information related to delivery.

[tfitch · Accepted solution]

Hello Lukasz,

For Smart Net Total Care  Advance Hardware Replacement. The elements of the A x B x C relates to:

A.The number of hours a day you can request a part to be shipped.

B.The number of days per week you can request a part to be shipped.

C.The delivery response time in hours  the part will be shipped  

So in the case of 24 x 7 x 2 the part can be requested to be shipped: 24 hours in the day, 7 days a week, to be delivered in 2 hours to site.  The delivery hours are timed from the time the RMA is opened by TAC and not from the time the case was created.

Regards, Tim