Smartnet vs. Shared Support

Unanswered Question
Aug 27th, 2012
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Dear All,

I am looking for a document from Cisco that explains the difference between shared support and Smartnet NBD.

and what is the best for the customer ?

any ideas ?                  

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mhoskins Tue, 08/28/2012 - 12:39
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SMARTnet provides technical support, hardware coverage and more from Cisco to the customer. It can be purchased directly from Cisco or from a partner. More information on SMARTnet is available here:

In the Cisco Shared Support model, partners remain the primary contact for their customers, selling and delivering their own brand of services while having access to Cisco technical expertise, software support, and logistics infrastructure.  To learn more about partner programs, please visit the Channel Partner area on

Hope this helps,


Elie Sbat Wed, 08/29/2012 - 07:16
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Hello Mark,

What about delivery for Shared support ? will it be NBD to the customer permises ?

Being a customer, can i escalate to Cisco ?

Have ever heard of PICA tool on Cisco website that gives you access to Cisco technical exxpertise, software support and read only TAC cases ?

the document provided for shared support cannot be found with the link you have provided. I am lookin for a document that states the pros/cons of both type of services .



Micki Eubanks Wed, 08/29/2012 - 10:29
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Hi Elie,

These are great questions, but beyond the focus of the Smart Call Home community. Please contact your Cisco account team to discuss your questions in greater detail. They are better equipped to handle more in-depth questions that are specific to your needs. If you need help contacting your account team, please visit