Corporate Social Responsibility

SMARTnet Support FAQ

Please note that these FAQs relate specifically to Cisco's Product Grant Program. For general SMARTnet questions and inquiries, please visit Cisco's main SMARTnet site.

Q: How do I get support?
A: Once your SMARTnet contract is activated, you will receive an email from the Cisco Service Contract Center (CSCC) that includes your new SMARTnet Contract Number and useful links to information and to open a case with Cisco's Technical Assistance Center (TAC).

Q: How do I open a case?
A: You may open a case online with a valid Cisco Connection Online (CCO) ID and password. Go to the Service Support Center to open a case or to browse the knowledge base of questions and answers. For more information, visit Training. To register and create a Cisco Connection Online account, go to Registration.

Q: What do I do if I need support and I did not receive my contract number yet?
A: Until all of your equipment has shipped and your SMARTnet contract is activated, you are entitled to Warranty Coverage.

Q: What if I haven't received the email with contract number and instructions?
If you do not have your contract number and info, or if contract has not been activated,, contact the Cisco Product Grant team using our online contact form.

Q: Can I look up my Cisco SmartNet contract details online?
A: Yes. Our Cisco Service Contract Center site allows end users to view and request an update to their SMARTnet contracts via opening a case.

Q: What if the inventory covered by the contract does not match the donation?
A: If any details of your contract or site are incorrect, contact Cisco Service Contract Center to update them. This includes a change to the contact person in your organization that manages these types of service contracts as well as the Install Site address, serial numbers. If you receive an RMA from Cisco to replace hardware, remove the old serial number that you returned and replace it with the new one you received.

It is best to open a case with the cisco Contract Center to update your inventory, site address and serial numbers. Should they have issues they will contact the Cisco Product Grant team for clarification.

Q: What do I do when my SmartNet coverage from Cisco expires?
A: Cisco recommends that you purchase Cisco SMARTnet coverage by contacting a Cisco Reseller of SMARTnet service for a quote. To find a reseller in your area, use the Partner Locator Tool.

Q: What if I no longer use the equipment and therefore do not need to renew SmartNet?
A: When you received your donation from Cisco you signed a receipt acknowledgment form and agreed to return equipment that is no longer used. To return your equipment, go to Take Back and Recycle.

"Furthermore, organizations receiving product grants are not allowed to sell, exchange, or otherwise dispose of the donated property (or any portion thereof). Equipment that is no longer of use by the organization will be returned to Cisco Systems through the Environmental Stewardship Programs."

Q: Our organization has other Cisco equipment. Can I add these serial numbers to my existing Cisco SMARTnet support contract?
A: Serial numbers that are not part of the Product Grant cannot be added to the contract. Only covered donated products are eligible. End-users are responsible for obtaining their own Cisco support agreements for any other Cisco equipment they own.