Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Smartnet vs. Shared Support

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 ?                  

Everyone's tags (4)
Cisco Employee

Smartnet vs. Shared Support

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,


New Member

Smartnet vs. Shared Support

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 .



Smartnet vs. Shared Support

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