1. © 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 1 of 4
Data Sheet
Smart Net Total Care Service
Manage risks to business continuity. Resolve problems more quickly. Reduce operating expenses.
Cisco
®
Smart Net Total Care Service is a next-generation proactive support service. With smart,
comprehensive installed base and contract information, you can manage Cisco service coverage, security
and product alerts, and product lifecycles while streamlining Cisco TAC interaction.
Secure, automated visibility of the Cisco products on your network, combined with Cisco’s expertise and
deep knowledge base, delivers the up-to-date information you need to make informed decisions about
supporting your Cisco products. Integrated with Cisco’s award-winning Technical Services, Smart Net Total
Care helps you manage risk to business continuity, increase operational efficiency, and resolve problems
more quickly.
Smart Net Total Care is a Cisco Branded Service designed for IT support operations, including IT
managers, network administrators, contract administrators, and others who are responsible for managing
the risk to ongoing business continuity.

2. © 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 2 of 4
Smart Net Total Care Features and Capabilities
A powerful and secure web portal, with customizable dashboard and reports, delivers actionable information
and insights into your network. Reports can be configured to deliver the information you want, the way you
want it. You can filter and search across any screen to easily find the information you are looking for. Multiple
language support provides individual users with the ability to localize their portal interface.
Smart Net Total Care delivers:
Service Coverage Management
Quickly and easily identify items that are covered (or not covered), and ensure that business-critical assets
have the necessary support levels to meet business needs and comply with corporate policies.
● See which support contracts and device coverages will expire in the coming year, enabling you to more
effectively plan, forecast, and budget.
● Generate a complete list of all devices associated with a support contract, even if not reachable, such as
offline spares.
● Consolidate similar support contracts, reducing the resources required to manage and renew.
Alerts Management
Preempt network disruption by proactively identifying issues – effectively and efficiently manage and track Cisco
security, hardware, and software alerts, and Cisco field notices.
● Easily list alerts that apply to your network, and which devices are affected, helping prioritize activity.
● Acknowledge those alerts that have been reviewed or mitigated, providing you with a concise and persistent
list of activities and alerts needing attention.
● See which Cisco alerts have been generated, and alerts activities associated with your devices, during a
specific time period.
Product Lifecycle Management
Automatically maintain a comprehensive and up-to-date view of your Cisco installed base, including device and
configuration details such as serial number, IOS version, install memory and firmware, IP address and
hostname.
● Identify Cisco products that are reaching end-of-life, end-of-sale, or end-of-support.
● Easily see what has moved, been added or changed in your network.
● Ensure your Cisco hardware is running current, supported software versions.
● Mitigate risk and plan for upgrades to equipment that is no longer supported.
Incident Management
Streamline TAC interaction with readily available device and support contract information. All necessary device
information is at your fingertips, even if the device is unreachable.
● Easily create a service request against a device from within the portal. Click on a device to create a service
request, which is auto-populated with information such as serial number and contract number.
● Review outstanding service requests or get a complete list of recent requests.
● SmartData Advantage automatically provides diagnostic information – configuration and logging information
– to the TAC engineer when the case is started, improving resolution time.
● Device Diagnostics uses self-monitoring Smart Call Home technology on enabled devices to proactively
diagnose, alert, and recommended remediation via the online portal.
Integrated with Award-winning Foundational Technical Services
Smart Net Total Care provides award-winning technical support services that give you direct, anytime access to
field engineers and Cisco.com resources to get fast, expert response and accountability needed to resolve
critical IT service operation issues. These include:
● Direct 24x7x365 access to specialized engineers in the Cisco Technical Assistance Center (TAC).
● Advance hardware replacement fits your needs – from next business day to as little as two hours.
● Extensive online trouble-shooting tools at cisco.com.
● Anytime access to eligible software and OS updates.
● Options for onsite field engineering to install replacement parts.

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Actionable Information and Reports
Smart Net Total Care provides you the information you need to support your Cisco network devices. There are
dozens of customizable screens and reports that can be configured to show just the information you need, the way
you want to see it. Screens and reports can be printed, saved, or exported to other applications for further analysis,
or integration into your workflow.
Smart Net Total Care uses up-to-date device information from your network, correlates and analyzes it with Cisco’s
deep knowledge base, and delivers actionable, smart information for the Cisco contracts, devices, and alerts that
apply to your network.
Role-Task Reports and Screens
Service Coverage
Management
All Contracts: A list of your company’s Cisco support contracts, with coverage
details.
Contracts Management: Extensive information and insights into service coverage,
including gaps, contracts due for renewal, and Last Date of Support (LDOS).
Covered/Not Covered Devices: Which devices do not have support contracts, which
devices have support contracts, and the associated service level.
Contract Duplicates: Shows which devices are covered by multiple contracts.
Expiring Contracts/Devices: Which contracts are expiring in the upcoming 24-month
period, and which devices are covered by expiring contracts.
Aggregated: A comprehensive service contract view that includes devices in your
network plus additional items listed on associated support contracts.
Alerts Management Product Security Incident Response Team (PSIRT): Relevant security alerts for each
affected device in your network.
Hardware and Software: Lists hardware and software alerts for devices and software
in your network, with links to detailed information and remediation.
Field Notice: Relevant Field Notice information, with links to detailed information and
remediation.
Active Alerts: Lists those alerts that are active in your network.
Alerts Delta: Identifies alerts from a specific period of time.
Product Lifecycle
Management
Last Date of Support (LDOS): Items in your network that are near or past LDOS.
Inventory Summary: Comprehensive information of chassis, cards, and other
devices in your network.
Inventory Collection Delta: Changes to your network, including adds, deletes, and
moves (such as IP address changes) between two points in time.
Chassis and Cards: Lists Cisco chassis, cards, and configuration and support
contract details.
All Equipment: Lists additional items associated with inventory devices, such as fans,
power supplies, modules and cards. Also, software type and version for each item.
Additional reports and screens show lifecycle information such as items that are not
field replaceable, and inventory by site.
Incident
Management
Inventory reports provide device details such as serial number, and Product ID, and
corresponding configuration and service contract coverage information, including
software type and version. Both summarized and detailed product alert information is
also included.
Bug-Affected Devices: Lists those devices with outstanding defects, with link to bug
details.
All Support Cases for Past 90 Days: Lists recent support cases, by device.

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Why Cisco
Cisco is delivering next-generation enterprise capabilities to our customers with software, services, and solutions in
four areas:
● First we bring pre-integrated, network-centric, and scalable experience and engagement solutions that provide
our customers with the ability to drive customer loyalty and employee productivity with rich interactivity
● We also bring a portfolio of open source, standards-based, and cloud-ready software and services to help our
customers automate critical business processes and to integrate customer facing, partner facing, and back-end
applications.
● With our data and analytics software and services, we help our customers instantly access distributed data
sources and use network-powered analytics to gain actionable insights, drive higher performance, and achieve
better business outcomes.
● With our portfolio of infrastructure operations offerings we establish the foundation for business continuity and
optimization for our customers. With these offerings we bring software-enabled capabilities, network and device
diagnostic data, and Cisco’s deep knowledge base to proactively manage infrastructure operation risks,
accelerate problem resolution, and reduce operating expenses.
With Cisco IoE Software Platforms and Services we make it possible to integrate solutions by combining services,
platforms, and the rich set of Cisco Architectures. As a result our offers are tightly integrated with Cisco Networking,
Collaboration, Data Center, and Service Provider architectures to extend the value of Cisco architectural services to
industry applications and analytics solutions within our customers’ environment.
More Information
For more information about Cisco Smart Net Total Care Service, visit www.cisco.com/go/total or contact your local
account representative.
Get involved with the Smart Net Total Care Community. You can find resources such as videos, training, and case
studies. Interact with other users in the discussion forums. www.bit.ly/community-sntc.
For more information about other types of Cisco Services to maintain and optimize your network, including
technology-specific and remote management services, visit www.cisco.com/go/supportservices.
For a complete list of the technical services available for your Cisco products and applications, visit our Service
Finder tool at www.cisco-servicefinder.com.
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