Smartnet Response Time

[markmurray]

With Smartnet for 24x7x2 and 24x7x4 RMA the 2 and 4 hrs are described as response times. It is unclear what is meant by response. Certain documents imply this is the maximum time an RMA will take to get to the customer address once the RMA has been processed. However it has been suggested this is actually the time Cisco will reply back to a request for an RMA, with no guarantee about when the RMA will arrive at the customer address.

[mdiciero1]

24x7 describes the access to TAC, x2/4 describes the amount of business hours before an advanced hardware is replacement part is sent, once it is confirmed defective by TAC.

This service is only available within major metropolitan areas

http://www.cisco.com/web/services/portfolio/product-technical-support/smartnet/docs/c78-731577-00-smartnet-onsite-services-ds.pdf

[markmurray]

My confusion is that your statement is 

the amount of business hours before an advanced hardware is replacement part is sent - which means 2/4 before it is sent

where as the Cisco glossary for smartnet states

the two-hour time period commencing with Cisco’s problem diagnosis and determination that a FRU is required and ending when the FRU is delivered onsite - which means 2/4 before it arrives at the customer location.

Which one is correct, because we are getting conflicting information.

[saarbaug]

Moving this discussion to the main Smart Net Total Care community so other experts can participate. 

[tfitch]

Hello Mark,

The 24x7x2/4 describes the contract coverage Cisco TAC provide and the delivery time of the RMA. Advanced Replacement.  As an example 24x7x2 means:

Advance Replacement shipped on a Two-Hour Response (2) basis twenty four (24) hours per day, seven (7) days per week, including Cisco-observed holidays.

The statement in Cisco Smartnet glossary is correct “the two-hour time period commencing with Cisco’s problem diagnosis and determination that a FRU is required and ending when the FRU is delivered onsite”

The Advance Replacement part will be shipped once Cisco TAC determines that the contracted part (FRU) needs to be replaced. Once the problem is diagnosed and it is determined that the FRU needs to be replaced then the RMA is raised.  The RMA is raised to be shipped and delivered within the 2-hour, 4-hour, or Next Business Day basis, based on the terms of the service contract used. In the example above the RMA will be shipped to be delivered in 2-hours.

I hope that answers your question.

Regards, Tim

[amit_temkar]

Hello,

Below is understood.

But TAC will take how much time to get it diagnosed and to confirm that hardware is defective?

e.g. I have taken 24 x 7 x 4 

Within 4 hours, advanced replacement will be done after RMA. 

But how much time will TAC need to raise an RMA. Is there any guideline and will timeline remain same irrespective of service e.g. 24 x 7 x 4, 8 x 5 x NBD etc