IT managers, take a second and think about your organization’s management of your Cisco SMARTnet agreements. If a hardware unit fails and needs replacing, how soon must that occur? When are your contracts up for renewal? If an emergency arises and you pick up the phone to call Cisco, do you know what service level your contract entitles you to?
While you think, ponder this astonishing fact: Cisco reports that 82 percent of all organizations that call into Cisco’s Technical Assistance Center (TAC) have incorrect information about their SMARTnet contracts and coverage.
Many customers have relayed uncertainty and confusion regarding management of their SMARTnet contracts to SHI. The disconnect between their contracted benefits and their understanding of those entitlements stems from four main issues: multiple SMARTnet contracts supporting a single organization, varied end dates, unaligned service levels, and SMARTnet purchases made through several different vendors.
Here’s another stat all IT professionals should know: 30 percent of all Cisco products are going end of life in the next three years, according to a recent SMARTnet webinar. Now is the time for organizations to start planning ahead and budgeting for the future. Continue Reading…
Cisco’s SMARTnet technical support service is renowned for its hotline of Cisco engineers ready to help troubleshoot. After all, even IT teams have to call tech support every once in a while, especially when those teams protect complex and critical systems. And the award-winning service lives up to its reputation for slashing downtime.
But to maintain service for all Cisco equipment in use, organizations need to keep a close eye on their contracts and upcoming renewals to ensure there are no gaps in coverage. And too often, renewals become a challenge for many organizations. Many companies hold between 10 and 15 SMARTnet contracts for various Cisco devices. And with so many contracts, businesses struggle to keep track of important expiration dates, terms, and conditions.
No IT team wants to find out their SMARTnet contract has unexpectedly lapsed while on the phone with Cisco to get a system back up. But due to lack of contract visibility, organizations sometimes falsely assume their business-critical devices are secured by SMARTnet. Due to unpaid renewals or missing agreements, devices can slip through the cracks, risking downtime and other damaging network issues.
Just as harmful, many organizations continue to pay SMARTnet subscriptions for out-of-date or unused devices due to knee-jerk renewals on forgotten contracts. And as organizations grow and add more Cisco services and devices, the complexities associated with managing new subscriptions will only escalate.
For organizations seeking greater visibility into their SMARTnet services, here are four easy tips to regain control over contracts. Continue Reading…