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Does Cisco Smartnet contract cover software updates

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

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:

http://www.cisco.com/warp/public/cc/serv/mkt/sup/tsssv/opmsup/smton/smnet_qa.pdf

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

Any suggestions?
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Question by:MACROLEVEL
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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 Cisco.com - 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 ;}
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by:MACROLEVEL
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!
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by:harbor235
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?

HAVE YOU CALLED IN TO HAVE YOUR ACCOUNT ASSOICATED WITH YOUR SMARTNET CONTRACT !!
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 ;}
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Author Comment

by:MACROLEVEL
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


http://www.cdw.com/shop/products/specs.aspx?EDC=1010690&cm_sp=Product-_-Specs-_-Main+Tab


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 :-(


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by:harbor235
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 ;}
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Author Comment

by:MACROLEVEL
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!
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Author Closing Comment

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