We pay for 4-hour premium 24x7 on-site response supposedly so I don't have to argue with Cisco whether they will have a tech on-site now, or next tuesday (Next business day from Saturday==Tuesday). At least that's the theory. Most of the time it works well, but last weekend we ended up having to escalate things through cisco's call center of the hour (wherever "M27542" ends up) because the cisco person on the other end kept insisting that 4-hour response meant only Monday through Friday. grrrrrrrrrrrrrrrrr! I was thinking up some very interesting variations of Cisco Certified I.... in my head.

An anecdote that is related to this...

In January, on the day we (NACS.NET) had our open house, the RSP-2 board in our 7513 (which we bought used) died.

Cisco worked with us to get a replacement in four hours, even though they were only contractually obligated to 24 hours.

Kudos to Cisco's Cleveland office for going WAY beyond the call of duty.

And when I'm ready to buy a dedicated router, it WILL be a Cisco. -- Sean Donelan, Data Research Associates, Inc, St. Louis, MO Affiliation given for identification not representation