Cisco SMARTnet (Total Care)

The SMARTnet™ solution provides support resources to extend the lifecycle of Cisco Systems network devices installed on clients.

SMARTnet solutions provide the ability to:

• On-demand software updates
• opportunities to improve the professional level of employees;
• Online and telephone access to Cisco technology experts
• replacement of hardware within 24 hours

Availability and performance are key requirements for any network device. Now that networks have become a major component of the business, their importance has increased dramatically.

SMARTnet solutions provide customers with remote and onsite services. As a result employees gain access to Cisco technology knowledge and best practices, and network devices begin to operate with the highest reliability and performance.

SMARTnet service components include

• Receive major and intermediate releases of Cisco IOS® software through the www.cisco.com site or on physical media (on demand).
• Permanent (24x7) authorized access to the site www.cisco.com.
• Permanent (24x7) Access to Cisco Technical Support Center (Cisco TAC) by telephone to solve problems with priority 1 (P1) and priority 2 (P2) and escalation of critical issues (after you report any hardware, configuration, or software issue, Cisco TAC will call you back within an hour from 9.00 to 17.00 local time Monday through Friday, except for Cisco official holidays).
• Proactive replacement of spare parts.

Maintenance of Cisco devices with this program allows you to:

• Improve availability, reliability, and performance
• Enhance capabilities and performance without new hardware and software
• Extend the life cycle of devices.

SMARTnet components

Cisco Support Services are based on SMARTnet solutions that include version and release updates Cisco IOS operating system, continuous availability 24 hours per day, 7 days per week, 365 days per year, registered access to the Technical Support Center (Cisco TAC) through which it deserves a lot awards Cisco TAC www.cisco.com web site as well as ongoing phone access to Cisco TAC for solutions to critical network problems.

Chronicle

2024: Cisco forces customers to pay again for equipment already purchased

In mid-January 2024, it became known that Dexon had filed a lawsuit against Cisco, accusing one of the world's largest network equipment suppliers of abusing its market position. It is alleged that Cisco imposes its own services on customers, and also forces them to purchase new devices even if the available ones continue to function properly.

In at least one case, the customer purchased Ethernet switches and routers along with a service package under a program called SmartNet, the lawsuit says. When the subscription to this service package came to an end, Cisco allegedly insisted on the purchase of new equipment by the customer so that he would receive the right to renew service.

Dexon files lawsuit against Cisco

In addition, Dexon says that Cisco forced customers to pay extra for already purchased network equipment through the so-called "recertification fee." In the event of a failure, Cisco threatened to stop servicing devices. The plaintiffs also say that Cisco tried to dissuade customers from purchasing equipment from intermediaries who are not on the list of its partners: according to Dexon, the latter set higher prices, and therefore the implementation of devices through them brings Cisco higher revenue. According to Dexon, resellers who supply both Cisco products and third-party solutions are considered by the corporation as a "competitive threat."

In turn, Cisco claims that the SmartNet package can be purchased with its product obtained from an unauthorized source if this product has been authenticated by Cisco. At the same time, Cisco filed a lawsuit against Dexon in 2020, accusing the company of "repeated and systematic" participation in schemes to distribute counterfeit Cisco products.^[1]

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