First things first, You should ask these question on the Cisco Internal SNTC forum and not on the external community one. In any case The END Customer POC must have a SMART ASSIST contract on their CCO profile
SMART NET TOTAL CARE is a service and for TAC support the contract that must be associate is not associated with a PARTS contract like SNT. If the they have service and the collector was registired ( added certificate to software for registration would specify the service) then below are the type of contract that the END-CUSTOMER must have
Customers with only core SNTC (PARTS contracts) contract are not entitled for TAC Collector (CSPC) or SNTC Portal Support. There is Community support available.
To get TAC support for SNTC Collect and Portal customer needs to have Smart Assist( SERVICE CONTRACT). This is included in bellow mentioned contracts:
TS Advantage Bronze/Silver/Gold and Platinum (TSAB, TSAS, TSAG, TSAP)