Help clear up a Cisco rumor

[reicherb]

The rumor going around my shop is that Cisco won't offer phone support unless the call comes from a certified tech.

This isn't true is it? If it is what level certification is required?

 

[RagManX]

Haven't ever had problems calling myself, and I'm certainly not a certified tech. But maybe the rules have changed. My guess is, though, that if you've paid your support $$$$ they will take your call. Otherwise, they risk losing lots for breach-of-contract issues.

RagManX

 

[reicherb]

That's what I thought, but you know how the higher ups are. They know everything about everything.

 

[FFC]

It depends on your cisco status. I work for a Gold partner where 50% of all calls into TAC have to be made by CCIE's.

 

[reicherb]

What if my only status is that we bought their products? We own about 4 routers and 25 layer 3 switches. They are all less than a year old. I assume if I need support, that they would talk with me?

 

[spidey07]

I believe you get support/maintenance for three months from date of purchase. After that you need what is called "smartnet maintenance" there are varying levels of service with varying costs. without smartnet I don't think cisco will offer tech support.

with that much gear, you NEED maintenance. Generally I recommend getting smartnet on every single piece of cisco gear you buy. you never know when a piece of gear will go belly up (happens all the time BTW). without maintenance you'll be looking at a $20,000 paper weight.

 

[FFC]

Where did you buy them? Can the supplier give you support?

You can get a Smartnet agreement as Spidey07 says or you can probably buy support from cisco resellers, the costs will vary depending upon what you want. Don't fall into the trap of thinking that cisco will give yopu the best service. Shop around.

 

[spidey07]

FFC has a good point. I use cisco smartnet maintenance but buy it from a reseller at a discount.

FFC - being with a gold provider any more insight on what gold partners can do with regards to maintenance?

 

[FFC]

We're in the UK so it may differ elsewhere. I would expect that most reseller/integrators like us would sell you a maintenance contract. The expense would depend on the detail. We do everything from 24x7x365 4 hours to fix on site down to business hours only phone support.

It's easier here because we are less geographically dispersed, I'm not sure how these kinds of contracts work in the USA.

 

[xyyz]

I always though that Cisco gave you one year with purchases. I remeber when I was having some problem with an aironet setup... a presales person told me that I had a year to call and have them help me with the problem.

I also recall someone helping me when I was setting up the system.

 

[DaveK]

You get 3 months of "free" warranty service for most equipment. (It's quite possible you can work out a deal for more time). If you buy a SmartNet contract, anyone from that company, certified or not, can call in to the TAC.

DaveK

 

[techweenie]

If you have a smartnet agreement, that gives you phone support, and if you're a reseller. You can get support if you have any of their certs... Then again, if you have your CCIE, you probably don't call the tac too often.