Hello @Yasceine,
Smart Net Total Care is primarily a support contract focusing on maintenance and technical assistance, Success Tracks are more about guiding customers toward achieving specific business outcomes through the effective adoption of Cisco technologies, often involving a more consultative and strategic approach. Both offerings play important roles in the Cisco Customer Experience portfolio, addressing different aspects of the customer's journey with Cisco products and solutions.
- Smart Net Total Care "SNTC": it is primarily a service contract that provides comprehensive support for Cisco hardware and software. It includes features like 24/7 technical support, hardware replacement, and access to Cisco's online support resources. SNTC covers maintenance support, such as bug fixes, software updates, and access to Cisco's Technical Assistance Center (TAC).
SNTC focuses on providing support services, ensuring that customers have access to the assistance they need to maintain and troubleshoot their Cisco infrastructure. It includes proactive support features, such as the ability to identify and address potential issues before they become critical through tools like the Cisco Smart Net Total Care portal.
SNTC includes access to Cisco's TAC, allowing customers to open cases and receive technical assistance for any issues they encounter with their Cisco products. It provides access to software updates and bug fixes, helping customers keep their Cisco software up-to-date and secure.
- Success Tracks: Success Tracks focus on adoption services, aiming to help customers maximize the value they get from their Cisco investments. It's more about ensuring that customers are effectively using Cisco technologies to meet their business goals.
Success Tracks are often outcome-oriented, with a focus on achieving specific business outcomes through the effective use of Cisco products and solutions.
Success Tracks are designed to guide customers toward achieving specific business outcomes, aligning Cisco technologies with the customer's business objectives. They may involve a more consultative approach, with Cisco working closely with customers to understand their goals and challenges and providing guidance on how to achieve success.
Success Tracks may:
- include elements of education and training to empower customers to use Cisco technologies more effectively.
- involve strategic planning sessions to align Cisco solutions with the customer's long-term business strategy.
Best regards
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