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Cisco - SMARTnetlSMARTnet Onsite Page 50f6 business day, provided that the request is received before 3 p.m. local time ~ SMARTnet 8x5x4-Delivery of hardware replacement parts, from 9 a.m. to 5 p.m., Monday through Friday, within four-hour response time.. ~ SMARTnet 24x7x4-Delivery of hardware replacement parts, 24 hours a day, seven days per week, within four-hour response time. ~ ~ SMARTnet 24x7x2-Delivery of hardware replacement parts, 24 hours a day, seven days per week, within two-hour response time.1 ~ Onsite field engineer (SMARTnet Onsite only), depending upon delivery options listed above. SMARTnet and SMARTnet Onsite Increase Your Return on Investment By providing ongoing, no-charge software upgrades, SMARTnet and SMARTnet Onsite ensure that the capabilities, security, and performance of your device will increase throughout its prolonged lifespan. The support tools and knowledge provide your staff with the ability to avoid problems, maximize utility, and expedite problem resolution. When they're stumped, our technical support team provides 24-hour-a- day global support, with an aggressive escalation policy to ensure that your problem gets the appropriate attention from those best suited to solve it. And in those rare cases when a part needs to be replaced, SMARTnet and SMARTnet Onsite can deliver parts to you within two hours, accompanied by a service technician in the case of SMARTnet Onsite. -*! Cisco SMARTnet and SMARTnet Onsite are the company's core maintenance support programs. Devices covered by these programs: .e Operate at the highest levels of availability and performance -*! Grow in capabilities and performance at no extra charge .e Experience extended device life spans If it's worth buying the device, it's worth buying SMARTnet or SMARTnet Onsite. lAvailable in the U.S., Canada, European Union countries, Norway, Switzerland, and Australia, New Zealand and selected countries in Latin America and Asia. 2Service is available only if your distance from a parts depot or Cisco-authorized service location is within the following limits: in the U.S., within 100 driving miles; in Europe and Canada, within 120 driving kilometers; in Australia, New Zealand, and selected countries in Latin America and Asia. within 75 driving kilometers. To determine if this service is available for your location, please see the Cisco _ Service Availability matrix at http://www.cisco.com/public/scc/ 3Service is available only if your distance from a parts depot or Cisco Authorized Service Location is within 25 driving miles in the select countries: United States, Canada, Europe, Australia, New Zealand, http://www.cisco.com/warp/public/cc/serv/mktlsup/entlsnetlsmnet_ds.htm 4/10/2002