[cisco-voip] SMARTNET 24x7x4HR service

[Fuermann, Jason]

Always been on or ahead of time for us. I have to say that our experience has been the opposite with TAC though, they would rather replace hardware now than believe it is a bug.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Voice Noob
Sent: Monday, January 26, 2009 1:08 PM
To: 'Lelio Fulgenzi'; 'cisco-voip voyp list'
Subject: Re: [cisco-voip] SMARTNET 24x7x4HR service

I have had new parts in my hand within 4 hours AFTER cisco determines the problem to be hardware related. Usually not a big deal but I had to go back and forth with them once because it was believed to be an IOS bug and not hardware related.

I just had a customer with a bad DSP / PVDM issue. After it was determined that the PVDM was the issue we had a replacement within 2 hours on the 4 hour response.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi
Sent: Monday, January 26, 2009 12:58 PM
To: cisco-voip voyp list
Subject: [cisco-voip] SMARTNET 24x7x4HR service

Just wondering if anyone has any comments on Cisco's 24x7x4hr response time. Do you usually get the replacement stuff within four hours? We are looking at a short term solution (PIMG) and would rather not have to buy an additional unit for redundancy. If we could tell clients "VM will be back up in 4 hours" that should suffice.


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Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
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"Bad grammar makes me [sic]" - Tshirt
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