Cisco SDIBOnsite-24x7x4, need or not?

[Bears]

Hi,

Our vendor sent a quotation with this item for our existing Meraki h/w (Cisco SDIBOnsite-24x7x4), is it necessary to avail this even if we have Network team who can do the troubleshooting remotely? Our local pair-of-hands can perform the steps we are giving remotely, we're thinking not to avail. Also, only 1 local vendor quoted this to us, other companies that we are managing didn't received the same quote.

If we avail this, will it speed up the RMA process or not?

Cheers!

[alemabrahao]

Cisco SDIBOnsite-24x7x4 service provides onsite support within 4 hours, 24 hours a day, 7 days a week. This can be useful if you need immediate physical assistance for troubleshooting or hardware replacement.

But if I were you, I would evaluate whether the cost is really worth it in this case.

[Mloraditch · Accepted solution]

Just so you know, the included basic Meraki support comes with best effort NBD RMA for the lifetime of the product, except for Outdoor APs which have a 1 Year warranty and some cameras, sensors and accessories (see details: https://documentation.meraki.com/General_Administration/Other_Topics/Returns_(RMAs)_Warranties_and_E... . This means if you call in and an RMA is determined it will ship as same day with NBD delivery. This can occasionally be delayed if you are late in the day or perhaps there is low stock on replacements. 

Then the following 4 options are available that guarantee replacements within the time period stated and they each additionally offer an onsite tech option on top of that:

8x5xNBD - M-F, as long as the RMA is requested before local closing time  you will receive your replacement the NBD, Excludes Observed Holidays. This basically turns the basic warranty support into a guarantee

8x7xNCD - Every day of the week as long as the RMA is requested before local closing time you will receive your replacement the next calendar day (aka including weekends)

24x7x4 - Every day of the year you will receive your replacement within 4 hours of the RMA request
24x7x2 - Every day of the year you will receive your replacement within 2 hours of the RMA request. This service level sometimes has geographic restrictions, make sure your vendor has the accurate address of where your gear is being installed when quoting.

You have to decide if your install is mission critical enough to need any of these.

[Bears]

Thanks @Mloraditch for this very detailed explanation. The vendor just slapped in our face the quotation without explaining the options. Glad there are answers in the Community rather than companies who are just selling like a pancake in the streets!

[PhilipDAth]

I have priced this up several times for customers.  If you can get your own staff to your own site within whatever SLA you want, buying an additional spare hardware item and leaving it sitting at the site ready to be installed is cheaper.  Remember, you don't need the licence, just the spare hardware.

If you have a site that would take your staff 24 hours to reach and you want a four-hour SLA response, then it makes sense.  You are paying Cisco to have people and hardware on standby near your location ready to go.

[alemabrahao]

@PhilipDAth  you reminded me of a very important detail, depending on the region Cisco cannot meet this SLA.