SMARTnet Levels
| PRODUCT | CODE |
CONTRACT TYPE | HW Cover | SW Centre Access | IOS Updates | TAC Access | On-Site Cover | FEATURES |
|---|---|---|---|---|---|---|---|---|
| Smart Foundation | SMBS | SMB Support Assistant | X | X (24x7) | SDS of Parts, IOS Bug Fixes & no updates. Customer Portal & SMB TAC teams who respond within 1 business day. | |||
| SAS/SASU | SAS | Software Application Support | X (24x7) | Minor Software Upgrade request (upon request) & enhancements | ||||
| SAU | Software Application Support & Up | X (24x7) | Minor (eg bug fix) & major software upgrades | |||||
| SMARTnet | SNT | SMARTnet 8x5xNBD | X | X | X | X (24x7) | NBD delivery of parts when requests received before 2pm GMT. | |
| SNTE | SMARTnet 8x5x4 | X | X | X | X (24x7) | 4 hour response time when request received before 1pm local time, excl w-e & hols | ||
| SNTP | SMARTnet 24x7x4 | X | X | X | X (24x7) | 4 hour response time, 365 (including holidays) | ||
| S2P | SMARTnet 24x7x2 | X | X | X | X (24x7) | 2 hour response time, 365 (including holidays) | ||
| OS | SMARTnet Onsite 8x5xNBD | X | X | X | X (24x7) | X | On-site technical support and NBD delivery of parts when requests before 2pm GMT | |
| OSE | SMARTnet Onsite 8x5x4 | X | X | X | X (24x7) | X | 4 hour on-site service and parts, excl. w-e & hols, when request before 1pm local time | |
| OSP | SMARTnet Onsite 24x7x4 | X | X | X | X (24x7) | X | 4 hour on-site response time, 365 (including hols) | |
| PREM | SMARTnet Onsite 24x7x2 | X | X | X | X (24x7) | X | 2 hour on-site response time, 365 (including hols) | |
| SW | Softnet | X | X | X (24x7) | unlimited TAC access and ISO downloads - NO Hardware Replacement |
| PRODUCT | CODE |
CONTRACT TYPE | HW Cover | SW Centre Access | Major SW Updates | TAC Access | On-Site Cover | FEATURES |
|---|---|---|---|---|---|---|---|---|
|
Operate Services (Unified Communications software upgrades) |
ESW | Essential Software | X | X (24x7) | Telephone, remote technical and maintenance support. Minor release updates. NO Hardware Replacement. | |||
|
Operate Services (UC SW upgrades + HW replacement) Business Edition only |
ECD | Essential SW+8x5xNBD | X | X | X (24x7) | NBD delivery of parts when requests received before 2pm GMT. Telephone, remote technical and maintenance Support. Minor release updates. |
||
| Intrusion Prevention System (IPS) Required for all IPS modules |
SU1 | IPS Svc AR NBD | X | X | X | X (24x7) | IPS Signatures and Software Updates- NBD delivery of parts when requests received before 2pm GMT. |
|
| SU2 | IPS Svc AR 8x5x4 | X | X | X | X (24x7) | IPS Signatures and Software Updates- 4 hour response time when request received before 1pm local time, excl w-e & hols | ||
| SU3 | IPS Svc AR 24x7x4 | X | X | X | X (24x7) | IPS Signatures and Software Updates- 4 hour response time, 365 (including holidays) | ||
| SU4 | IPS Svc AR 24x7x2 | X | X | X | X (24x7) | IPS Signatures and Software Updates- 2 hour response time, 365 (including holidays) | ||
| SUO1 | IPS Svc Onsite NBD | X | X | X | X (24x7) | X | IPS Signatures and Software Updates- On-site technical support and NBD delivery of parts when requests before 2pm GMT | |
| SUO2 | IPS Svc Onsite 8x5x4 | X | X | X | X (24x7) | X | IPS Signatures and Software Updates- 4 hour on-site service and parts, excl. w-e & hols, when request before 1pm local time | |
| SUO3 | IPS Svc Onsite 24x7x4 | X | X | X | X (24x7) | X | IPS Signatures and Software Updates- 4 hour on-site response time, 365 (including hols) | |
| SUO4 | IPS Svc Onsite 24x7x2 | X | X | X | X (24x7) | X | IPS Signatures and Software Updates- 2 hour on-site response time, 365 (including hols) |