I apologize if this is an off topic conversation, but failing to find any particular forum to address my question, I shall endeavor to keep it short and to the point here. I want to prepare a document for my Network Operations Center to include such topics as how to appropriately open a Cisco TAC case, opening a corresponding RMA for equipment and a Field Engineer when applicable, and the different types of Smartnet contract coverage options, such as C4P, C4S, NBD, etc. I am looking for all the different Smartnet contract options in addition to those listed (24x7x4, 24x5x4, etc. NetPro searches and forum searches have yet to yield any information on my questions. Thanks to anyone who can help enlighten me here.