Guide
Warranty and support contracts
What happens if a switch fails? Some cover is already included with the hardware and the licence. A support contract (Cisco Smart Net) adds help around the clock and faster replacement. Here is how the levels differ and which one suits you.
Short answer
Most offices manage with the warranty: Catalyst 9200 and 9300 have a lifetime warranty with a replacement part the next business day where available. A support contract (Cisco Smart Net) is needed if you want Cisco TAC around the clock and advance replacement. The 4-hour level suits core networks and firewalls, where an outage stops everything.
What is already included?
Catalyst 9200 and 9300 switches come with Cisco's enhanced limited lifetime warranty: a replacement part is shipped the next business day where available, and you get 90 days of Cisco TAC support during business hours. The subscription (Essentials or Advantage) also includes software support. Other products have other warranty terms – we state them in the quote.
Which service levels are there?
A support contract gives Cisco TAC around the clock, software updates and advance replacement – you receive the new part before the failed one is returned. The level decides how fast the part arrives.
- Fault confirmedCase with Cisco TAC
- Within 4 hours
24×7×4every day8×5×4weekdays, business hours - Next calendar day
8×7×NCDweekends included - Next business day
8×5×NBDweekdays
Catalyst 9000: included in the warranty where available
Which one should we choose?
For most offices the warranty or next business day is enough – especially if you have a spare switch or stack several switches. Choose next calendar day if the business runs at weekends, and 4 hours for core networks, firewalls and anything where an outage stops everything. The contract can run for 1, 3 or 5 years – choose the term in the quote basket. Ideally let it run as long as the licence.
Read more: Essentials or Advantage? · How Cisco licensing works
Good to know
The replacement is ordered through a Cisco TAC case, and the times are based on Cisco's nearest depot – in some locations the fastest level is not available. We check this before quoting. The support contract is chosen in the "Add" dialog and follows the number of units.
Frequently asked questions
Questions we often get
Do we need a support contract if we have a licence?
Not necessarily. The licence gives software support and the warranty replaces failed hardware the next business day where available. The contract is needed if you want Cisco TAC around the clock for the hardware too, or faster replacement.
Can we add support later?
Yes. Send the serial numbers and we will price a contract. It is easiest to buy it together with the hardware.
What is the difference between the warranty and Smart Net?
The warranty replaces failed hardware, for the Catalyst 9200 and 9300 with a replacement part the next business day where available. Smart Net adds Cisco TAC around the clock, software updates and faster service levels with advance replacement.