[cisco-voip] room kits - smartnet or not?

[Pawlowski, Adam]

Our telepresence "pilot" or build out pretty much flat lined due to perceived demand to support Zoom, GoToWhatever, etc in spaces where we'd install this equipment which is not reasonably possible without added expense. Vaddio/Extron usb bridges added too much cost, and the room kit mini is not suitable to most spaces.

That being said we would work with the customer to ensure they are ordering first-party, and not amazon grey market. We would put it on the customer to maintain smartnet or budget to replace the device as needed. We would also have a conversation regarding the longevity of this equipment. Once it is no longer supported by Cisco and no longer received software update, we would no longer support the equipment.

That is a departure from PC based peripherals that sit behind a PC and are "not our problem", and from the way we've treated the IP Phones in the past. This sets up the stage for a reasonable expectation that the customer can budget to replace it, or not - but it has a limited lifespan so we are not sucked into something where we can't upgrade due to an endpoint having been installed in a "critical" area with no money to replace it.

Conference telephones are similar, they're expensive and we consider them one-time special order. We don't offer a smartnet purchase on them, as they've historically not been an issue, but we do not allow anyone to order the equipment other than ourselves so we do not have to deal with trying to support half broken used equipment, grey market, or stolen parts.

Adam


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