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Some customers prefer to engage Cisco support services on a non-contract basis, as individual issues arise. Cisco non-contract services include software updates and upgrades, unregistered guest access to Cisco Connection Online (CCO), billable 24-hour telephone support, and advanced replacement of parts.
An operating system software update involves the installation of a new major software version or maintenance software revision. A major release update reflects a version change, for example, 8.3(5) to 9.0(1). A major release update may require additional charge modifications to the hardware configuration or microcode of the system. A maintenance release update reflects a revision change, for example, 8.3(4) to 8.3(5). Maintenance release updates do not require hardware configuration modifications. Major version and maintenance revision software updates are included in the Software section of Cisco Support Contracts.
Software upgrades are additions to the standard Cisco operating software (for example, Bridging, X.25, DDN, and so on). The cost of software upgrades are listed in the current Cisco Price List, plus a service charge for the upgrade method chosen by the customer.
Cisco Connection Online (CCO) is a suite of interactive, electronic services that provides immediate, open access to Cisco information, resources, and systems — at any time, from anywhere. Available 24 hours a day, seven days a week, CCO provides a wealth of standard and value-added services to everyone who does business with Cisco. CCO`s broad range of features and services enables all Cisco customers to streamline business processes and improve their productivity.
The Guest Access link is for customers, prospects, the general public, and anyone who is not yet a CCO Registered User. There is no charge or restriction for using the Guest option on CCO.
Cisco worldwide contacts and events calendar
Packet quarterly magazine
Press releases
Products catalog, brochures, and announcements
Service and support information
Purchasing of promotional merchandise (hats, T-shirts, and other apparel and accessories via the Gift Shop on Cisco MarketPlace)
Purchasing of Internet Junction software
Complete library of technical documentation
Twenty-four hour telephone support is available from Cisco. Non-contract telephone support is billed at the prevailing Time and Materials rates. All non-contract calls are handled on a "first-come, first-served" basis, with response time dependent on Cisco resource availability.
Cisco performs onsite remedial hardware service for non-contract customers. The labor and travel charges for non-contract remedial service calls will be subject to the current Time and Materials rates. The parts used are billed at the prevailing advance replacement rates. Full list price is charged for any additional items required or where a returned failed part is irreparable. Response time is on a reasonable effort basis.
Cisco provides advance replacement parts for all Cisco-manufactured products. Advance replacement parts are shipped prepaid overnight delivery to customer sites in North America, provided the request is received prior to 3:00 p.m. pacific time. Overnight delivery is not available to customers outside of North America. Cisco assumes that the customer has properly isolated the failed unit prior to requesting the advance replacement.
Non-contract services are subject to regional availability.