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Is Your Customers’ Network Covered by a “Good Enough” Warranty?

June 8, 2011
at 1:55 pm PST

When budgeting for equipment to run enterprise networks, buying equipment that requires the least amount of upfront capital may sound like cheapest in the long run, but what about the cost of repairs and tech support?

Settling for a “good enough” network means your customers get a “good enough” warranty to go with it. Next-generation networks offer more support staff, diagnostic tools to keep networks up and running, as well as more robust warranties.

In our continuing coverage of the Seven Myths of the Good-Enough Network, we delve into myth number five: The Basic Warranty Myth.

Most enterprise networking equipment includes limited support and maintenance. With vendors like HP, according to Michael Rau (myth dispeller and Vice President, CTO for the Borderless Network Architecture at Cisco), a warranty service call is limited to answering only the most basic questions. A support rep will typically ask, “Have you tried rebooting your switch?” If that’s not the issue, a replacement is sent with no effort made to troubleshoot the problem. If you want more in-depth support you have to purchase the extended support contract – which is not free.

Here are five things customers should consider when purchasing network equipment.

  1. Companies lose an average of 3.6% of revenue per year to downtime.
  2. Basic warranties don’t make up for the business cost of downtime.
  3. Most “good enough” vendors’ support center calls are provided on a first-come first-served basis, with no effort to prioritize calls.
  4. Next-generation networks, like Cisco, offer robust warranties and access to large, qualified support staff so issues get resolved quickly, the first time.
  5. Cisco smart services (software-enabled technical and professional services) can proactively seek out, diagnose, and fix issues before they even become problems.

Don’t miss the rest of myth five and the entire “Seven Myths of the Good Enough Network” blog series on the Silicon Angle site.

Stay tuned for myth #6 next week. What do you think? Have you had any warranty issues? Share your stories in the comments.

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