Frequently Asked Questions about Network Medico’s onsite Cisco support services for networks, routers and switches.

I already have Cisco SMARTnet, why do I need a Network Medico service contract?
Network Medico provides you with the best of both worlds. By combining the strengths of genuine Cisco parts from SMARTnet with the comprehensive service support infrastructure of a global leader in service delivery, NCR.

Why should I use Network Medico to provide onsite support for my Cisco network?
Being part of NCR, Network Medico gives you the confidence and certainty of working with one of Cisco’s largest global partners. Our global presence ensures that our local service teams are on the ground where our customers need them. 

NCR’s worldwide knowledge network means our local service teams have the skills and experience needed to get your network up and running again quickly when hardware failure occurs. Sign up now, before your hardware fails and we’ll be at your service when you need us.

What experience do the Network Medico service engineers have?
Network Medico service engineers are fully trained and equipped by NCR to provide support for all the Cisco hardware items listed on our Hardware Supported page.

What Cisco network hardware, routers and switches do you service?
View Products Supported for a full list or use our online quote facility to search for your Cisco hardware.

Can I purchase a support contract for any of the products listed, regardless of how old it is?
Network Medico will support any Cisco product that has not reached end of service life as defined by Cisco. Cisco network hardware maintenance products supported by Network Medico.

Do you service hardware from other vendors?
Network Medico currently provides service for Cisco network hardware, routers and switches. In the future this will be extended to products from other vendors.

How much does a support contract with Network Medico cost?
Surprisingly little. Please use our instant online quote facility for pricing to cover your Cisco hardware maintenance needs. 

What is the contract period?
The contract period can be one year or three years.  You select the timeframe for each piece of equipment that best suits your business.

What are the steps in signing up for Network Medico onsite Cisco service?

• Go to the Online Quote page
• Enter the details on the Search Hardware page
• Enter the postcode where the hardware is located
• If you have more than one piece of the same hardware in different locations, enter the postcode of each piece of hardware separately
• Select the Service Level and price that suits your business
• Select Checkout
• Register your details
• Make payment via credit card
• You will receive an instant email confirming your order 
• After we process your order, within 30-days, you will receive your Welcome email which includes: your paid invoice and instructions on how to log a service incident

How long does is take for my Network Medico Cisco support contract to become active?
Your support contract is active 30 days after you purchase online.

Once my Cisco support contract has commenced, how do I request a service call?
Included in your Welcome email are instructions on how to log a service incident. This is completed via NCR @ Your Service web portal. You will receive your user log in details in your Welcome email.

What is the response time for my service call?
This depends upon the level of service you have selected.  View our Cisco network hardware maintenance products.

Are all locations in Australia covered by Network Medico’s onsite Cisco support services?
Yes. View our location map to see NCR’s coverage throughout all states and territories of Australia. The level of your response available will be determined by the postcode that you enter into the Instant Quote page.

What is SMARTnet?
SMARTnet is a Cisco product that provides parts, software support and access to the Cisco TAC (Technical Assistance Centre).  The contract that you have with Network Medico is backed up Cisco SMARTnet, however the onsite component is delivered by NCR.  

If your Cisco hardware fails, Network Medico will arrange the Cisco parts and labour to replace it. 

With a contract from Network Medico you are also entitled to call the Cisco TAC (Technical Assistance Centre) if you need their assistance. This also includes the ability to download and install software updates for your Cisco equipment.

If I needed to, how can I contact the Cisco TAC?
The contact details for Cisco TAC will be provided once you are a Network Medico customer.

How can I see the complete Network Medico Terms and Conditions?
You will find the Terms and Conditions here.

Has your question not been answered? Please feel free to Contact Us, we are happy to assist.