05-30-2014 11:09 PM
I recently purchased Small Business Service Contracts for my Cisco Small Business networking products. I know that I'm entitled to 24x7 support, plus the ability to open support cases (I've recently tried it and it works great).
I also know I'm entitled to next day hardware replacement, as well as firmware upgrades to my networking products.
Here's my few "Getting Started" questions:
1. In the event I need to perform a next day hardware replacement, how do I go about doing it? Do I open a support case? I saw under support cases there's an option for hardware replacement.
2. Will I automatically be notified of firmware upgrades for my networking products, or will I have to look them up on the Support Center? I do know how to upgrade the firmware of all of my networking products. Is there any way to subscribe to an email list or RSS feed notifying me of firmware upgrades to my networking products?
3. Will I be notified when my service contracts are about to expire so I can renew them, or is it my responsibility to remember to renew them? Do I need to manually put them on my calendar?
Thanks!
Solved! Go to Solution.
06-03-2014 10:43 AM
1) To request an RMA, you must open a case at the SBSC. You can call 866-606-1866 24x7 to open a case. If you do not have a support contract, (under warranty) you are only entitled to phone support 9am-6pm (your local time) M-F. You MUST be prepared to troubleshoot the device with the SBSC engineer. Do not assume you can open a case and receive an RMA without examining the device. Often, we can rescue the device and save you a lot of time.
2) You can sign up for automatic alerts on firmware updates by taking this link and selecting the devices you want updates on. The 2nd link allows you to manually check for updates.
http://www.cisco.com/cisco/web/support/index.html
http://www.cisco.com/cisco/support/notifications.html
3) I checked with the SBSC contracts administrator. According to her, you should begin receiving alerts beginning 6 months to 90 days in advance of the contract expiring. You may or may not be able to renew the contract, based on the life cycle of the product.
In answer to Dirk: You can extend support for the product by purchasing a service contract any time during the 1 year warranty period. A support contract for your device can be purchased from any local Cisco business partner or any online Cisco business partner. Here are the main benefits of a contract over the warranty. They are a great value.
05-31-2014 12:12 AM
I would be interested in that topic, too. I recently called Cisco (Germany) about this topic and my last information from their warranty hotline was that Small Business Switches:
However, that Cisco representative in the warranty department never expected that someone would call and ask about warranty. Is there any way to get reliable information what services are and are not available?
05-31-2014 10:14 AM
Hi Dirk,
I'm not sure about Germany, but here's how it is in the US:
1. Your switch comes with a limited lifetime warranty.
2. You get a free year of business hours phone support.
3. You have to send in your switch before they'll replace it, causing you to have to wait for a little bit to receive your switch.
Purchasing a service contract entitles you to:
1. 24x7 phone support in the US (not sure about Germany)
2. Next Business Day Replacement
3. Firmware Upgrades
For the SG200-18 (my switch), I needed CON-SBS-SVC2. I ordered this from B&H (ignore the model numbers on their site, it's generic):
http://www.bhphotovideo.com/c/product/815367-REG/Cisco_CON_SBS_SVC2_Small_Business_Pro_Service.html
Here's their four different Service Contracts to choose from:
http://www.bhphotovideo.com/c/search?Ntt=Cisco+Small+Business+Pro+Service+License&N=0&InitialSearch=yes&sts=ma&Top+Nav-Search=
If you can tell me your model number and country (Germany?), I can contact Cisco Support and find out what Service Contract you need and what it'll entitle for you in your country. I myself found it very confusing to know what service contract to purchase.
In addition to this forum thread, I put in a service request, and Rick did answer my above questions. Here's his response:
Here is the link to the Cisco Small Business Support Community:
https://supportforums.cisco.com/community/5541/small-business-support-community
Hope all this helps!
06-03-2014 10:43 AM
1) To request an RMA, you must open a case at the SBSC. You can call 866-606-1866 24x7 to open a case. If you do not have a support contract, (under warranty) you are only entitled to phone support 9am-6pm (your local time) M-F. You MUST be prepared to troubleshoot the device with the SBSC engineer. Do not assume you can open a case and receive an RMA without examining the device. Often, we can rescue the device and save you a lot of time.
2) You can sign up for automatic alerts on firmware updates by taking this link and selecting the devices you want updates on. The 2nd link allows you to manually check for updates.
http://www.cisco.com/cisco/web/support/index.html
http://www.cisco.com/cisco/support/notifications.html
3) I checked with the SBSC contracts administrator. According to her, you should begin receiving alerts beginning 6 months to 90 days in advance of the contract expiring. You may or may not be able to renew the contract, based on the life cycle of the product.
In answer to Dirk: You can extend support for the product by purchasing a service contract any time during the 1 year warranty period. A support contract for your device can be purchased from any local Cisco business partner or any online Cisco business partner. Here are the main benefits of a contract over the warranty. They are a great value.
06-04-2014 04:17 PM
Thanks for the info! I did go ahead and signup for the firmware notifications so I'll know when firmware upgrades are available. Very handy!
05-31-2014 10:16 AM
This might also help:
https://supportforums.cisco.com/discussion/12214456/difference-between-con-sbs-svc1-con-sbs-svc2-con-sbs-svc3-and-con-sbs-svc4
06-05-2014 02:51 PM
Thanks for the explanation. Is there something like a part number (e.g. for a SG300-MPP) so that I know that I get the correct type of warranty extension?
06-06-2014 01:26 PM
Hi Dirk! What's the model number of your device? Is it the SG300-MPP? I could tweet or Facebook Cisco Small Biz Support and find out for you. Also, are you in Germany? I can see if one of my Cisco Partners delivers contracts to Germany or if you'd have go to a Cisco Partner directly in Germany.
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