Does Cisco Smartnet contract cover software updates

Posted on 2008-10-23
Last Modified: 2012-05-05

About a month ago I purchased ASA5505-SEC with Smartnet CON-SMBS-AS5SBK9. I was under impression that Smartnet contracts does cover hardware failures, software updates and TAC support. However, I was not able to get access to any updates from my Cisco account and when I called Cisco they told me that this service contract cover only hardware.

Here is a document about Smartnet:

and if I read it correctly, software updates are covered.

Any suggestions?
Question by:MACROLEVEL
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
  • 4
  • 3
LVL 32

Accepted Solution

harbor235 earned 250 total points
ID: 22786925
SMARTnet is Manufacturers Hardware and Software support for your Cisco products. Provided directly by Cisco, it entitles you to software support and upgrades and hardware replacement within an agreed timeframe. SMARTnet provides four distinct benefits:
Access to - With a SMARTnet contract, you are entitled to extended access to tools and information on the Cisco Website. This resource can provide answers to support you and your staff without expensive training courses or books and manuals.
TAC Assistance - With a SMARTnet contract, you are entitled to talk to Cisco experts at the TAC (Technical Assistance Centre) They will assist you in getting the most from your Cisco equipment.
Software Upgrades - With a SMARTnet contract, you are entitled to download and legally install upgrades to the operating system of your Cisco devices. You can obtain advice and guidance in doing this from the TAC.
Advance Replacement - With a SMARTnet contract, Cisco will send you replacement hardware, with or without an engineer, should your Cisco hardware fail. This can be within a 2 (two) hour timeframe if your network is important to your business.

You may need to get your contract associated with your account

harbor235 ;}

Author Comment

ID: 22787340
The problem is that Cisco TAC representative told me that my Smartnet contract I have (CON-SMBS-AS5SBK9) is hardware-only. He mentioned that it should be something with "SNT" instead "SMBS" (Cisco SMB Support) but I'm still not sure as there is no information about different Smartnet contracts and differences especially for software updates. C'mon, right now I cannot even download copy of ASDM which came on CD!
LVL 32

Expert Comment

ID: 22787629

Here are the details of the product you purchased;

Extended service agreement - replacement - 1 year - shipment - response time: next business day - availability: business hours
Technical support - phone consulting - 1 year - availability: business hours
Product info support - web knowledge base access - 1 year
New releases update - 1 year

It does say new releases, what are you tring to download?

How are they to know your login is associated with that contract? Call them again and reference the details of the contract I pulled from their site?  Who sold this to you? Call them and tell them about the problems you are having!

harbor235 ;}
Visualize your virtual and backup environments

Create well-organized and polished visualizations of your virtual and backup environments when planning VMware vSphere, Microsoft Hyper-V or Veeam deployments. It helps you to gain better visibility and valuable business insights.


Author Comment

ID: 22787916
I was trying to udate my ASA with:

Cisco Adaptive Security Appliance Software version 8.0(4) software
Cisco Adaptive Security Device Manager 6.15

I do have my contract associated with my Cisco account. At CDW i found this along with more info about this particular contract:

Support Details Service Included:      Replacement

There is no information clearly says that I am eligible for software updates... Looks like I got hardware-only warranty without any software updates for $100 :-(

LVL 32

Expert Comment

ID: 22788090

ok, you purchased this from CDW, you reference this product though "CON-SMBS-AS5SBK9". If CDW states you bought this product then you should get updates regardless, however, if they say you purchased hardware replacement from CDW then you are $#%#$%#%.

Purchase the smartnet from Cisco or a authorized dealer, it's only $150.00, can you upgrade your current contract from CDW, you are already paying for hardware, adding software has to be less expensive.

Just looked it up on CDW, they have a CDW # for it, I guess that means they have their own product?

good luck

harbor235 ;}

Author Comment

ID: 22789013
Just spoke with another representative and he confirmed that this SMARTnet does not include software updates. It should contain "SNT" in product # abbreviation, so for my appliance (ASA5505-SEC-BUNK9) the correct service contract is CON-SNT-AS5SBK9. For 10 users it would be CON-SNT-AS5BUNK9 and so on.....

So if you're looking for SMARTnet service contract for your ASA and you need software updates, support and hardware warranty, look at products with "CON-SNT-" on the beginning.

Thank for you help!

Author Closing Comment

ID: 31509214
Please read my last comment. Thank you.

Featured Post

Technology Partners: We Want Your Opinion!

We value your feedback.

Take our survey and automatically be enter to win anyone of the following:
Yeti Cooler, Amazon eGift Card, and Movie eGift Card!

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

WARNING:   If you follow the instructions here, you will wipe out your VTP and VLAN configurations.  Make sure you have backed up your switch!!! I recently had some issues with a few low-end Cisco routers (RV325) and I opened a case with Cisco TA…
On Feb. 28, Amazon’s Simple Storage Service (S3) went down after an employee issued the wrong command during a debugging exercise. Among those affected were big names like Netflix, Spotify and Expedia.
Both in life and business – not all partnerships are created equal. As the demand for cloud services increases, so do the number of self-proclaimed cloud partners. Asking the right questions up front in the partnership, will enable both parties …
Both in life and business – not all partnerships are created equal. Spend 30 short minutes with us to learn:   • Key questions to ask when considering a partnership to accelerate your business into the cloud • Pitfalls and mistakes other partners…

717 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question