Hi,

Is that a support given by your Cisco partner. What are the SLA's that he is getting in with you.

Remember Smartnet support is always between End-Customer and Cisco Directly. You will get a CCO ID based on your contract priviledge, you will be able to download the IOS directly, you will get updates from Cisco directly and you will be able to open TAC case directly with Cisco. In any other support, you might not get all these features.

In case of the SLA contract signed by your partner, he will first get into their end support before finally getting into internal escalation and open a TAC case with Cisco. Look at the Time that will be taken to resolve the issue in this case.

HTH,

-amit singh