OneCare - ALEF SMARTNET+
The SmartNet service can be purchased from Cisco Systems through ALEF.The concept of SmartNet is that the customer then addresses all technical support requirements directly with Cisco Systems, without ALEF involvement. This is often very challenging for customers who are not experienced with Cisco Systems technical support processes. Therefore, ALEF offers the complementary service ALEF SMARTNET+ to help customers.
Service description
This service typically includes:
- registration of the customer's service contract on the Cisco Systems portal for technical support provided by Cisco Systems
- assistance with access to updated versions of the operating software
- customer support when registering new tickets on Cisco TAC and when replacing HW with new one (RMA)
- customer support when communicating with Cisco TAC to solve complex operational cases
The performance times for this service (SLA) are guaranteed by ALEF.
Who is the service for?
For all types and sizes of customers who do not have hands-on experience with Cisco Systems technical support processes and are unable to enter a ticket at the Cisco Technical Assistance Center, communicate in English at a professional level with Cisco Systems specialists, or know the logistical processes for replacing defective hardware with new hardware (the so-called RMA process) without assistance.
Main advantages of the service
With ALEF SMARTNET+, the customer can use the Cisco Systems SmartNet technical support service without having hands-on experience with Cisco Systems' service and logistics processes or without being able to communicate in English at a level that allows them to communicate fluently with Cisco Systems experts.
How is the implementation done?
- By purchasing ALEF SMARTNET+, ALEF will help the customer gain access to update versions of applications and operating systems for Cisco Systems devices under the software license purchased by the customer.
- Cisco Systems will replace the defective hardware with new hardware, and ALEF will help the customer manage the entire logistics process, including all payments and fees.
- Within ALEF SMARTNET+, the customer can report a request for technical support to Cisco Systems via the ALEF ServiceDesk in the local language.