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13 Jul 2007
Networking giant Cisco is set to overhaul the front end of its Smartnet technical support scheme in a bid to prevent unauthorised dealers from undercutting Silver and Gold partners that are in the Cisco shared support programme (CSSP).
Top-level Cisco partners offering support backed by CSSP say they are beaten to contracts because ‘rogue dealers’ are claiming to offer support, including software and TAC access, at a much lower cost. However, these are being offered without the full, official backing of Cisco.
In an effort to close this loophole, Cisco is believed to be moving the quoting, ordering and registering of Smartnet to a web-based system.
VARs would consequently have to wait at least 24 hours before obtaining a quote, making it impossible for unauthorised partners selling Smartnet to service customers immediately.
Kevin Johnson, network services manager at Cisco Gold partner Phoenix IT, said: “A small number of [unauthorised dealers] are providing Smartnet without the manufacturer’s support. We’ve heard that Cisco is looking to close the loophole and we are 100 per cent behind the change.”
Another Cisco partner, who wished to remain anonymous, said: “The new version of the programme sounds like real progress. It will reduce the amount of Smartnet packages that are purchased but are not registered and hopefully will cut the number of complaints from end-users about the level of service as a consequence.
“Partners also expect Cisco to drop the price of Smartnet to reflect the steady fall in street prices over the past few years.”
Cisco was unavailable for comment as CRN went to press.
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