Cisco Software Support Service       
Transition Updates

 

Transition Period Ends on November 21st

Cisco Software Support Service (SWSS) service levels are available in Cisco Commerce Workspace and Cisco Services Contract Center. During the transition period, existing quotes with Unified Communication Software Subscription (UCSS) and/or Essential Operate Service (ESW) can be ordered as-is through November 21, 2014. After November 21, 2014 UCSS and ESW SKUs will be end-of-sale and removed from Cisco's ordering tools.

Now through 21-Nov-2014

   Existing quotes with UCSS and/or ESW can be ordered as-is

   If purchasing UCSS alone, the corresponding ESW coverage needs to be ordered prior to 21-Nov-14 to ensure the customer can get the SW upgrades

   NEW quotes should have a minimum of one-year of SWSS at point of sale

After

21-Nov-2014

   SWSS will be required for a minimum of one year on new software purchases

   UCSS or ESW quotes that are not ordered will have to be re-quoted with SWSS

   UCSS and ESW SKUs will be removed from CCW and CSCC

 

SWSS Services Discount and Price Alignment

SWSS is a Technical Service and falls under the Cisco Services Partner Program. It aligns to standard services discounts and rebates including multiyear discounts of 4% for 2 Years and 7% for 3 Years.

 

Based on the pricing analysis, the SWSS pricing strategy implemented updates to price the offer correctly for the market. We aligned our services to be a straight market competitive percentage range of 12%, 16%, or 20% of the software product list prices. There are no multiyear SWSS equivalents and as a result, there are pricing differences if ordering SWSS for more than one year. This is part of the process to phase out UCSS built-in discounting for 3 Year SKUs.

Below are a few common examples, based on product and services list price, to show the consistent List %:

Family

Product

Tier

Product List

ECMU Price (CBS US)

% List

UCM

Enhanced

A

$210.00

$24.00

11.43%

UCM

Enhanced

B

$195.00

$22.00

11.28%

UCM

Enhanced

C

$190.00

$20.00

10.53%

UWLI

STD

A

$325.00

$39.00

12.00%

UWLI

STD

B

$325.00

$37.00

11.38%

UWLI

STD

C

$325.00

$35.00

10.77%

UWLU

PRO

A

$500.00

$60.00

12.00%

UWLU

PRO

B

$500.00

$58.00

11.60%

UWLU

PRO

C

$500.00

$56.00

11.20%

CCX

Contact Center 1 User Seat

Standard

$395.00

$63.20

16.00%

CCX

Contact Center 1 User Seat

Enhanced

$1,250.00

$200.00

16.00%

CCX

Contact Center 1 User Seat

Premium

$1,850.00

$296.00

16.00%

 

End of Support Product Will Not Be Mapped to SWSS

For some products that reached end of support, ESW and UCSS were orderable when no minor updates or fixes were being released for those products. SWSS will not be available for these products in alignment with the end-of-life notices (EOL). A full list of products that have reached end-of-life status can be found on cisco.com here. Examples of common products and their replacements can be found below:

End-of-life Product Family

Recommended Upgrade

End-of-life Announcement

Unity

Unity Connection

 

Notice

MeetingPlace

WebEx Meeting Server

Notice

ICM (ICME)

Contact Center Enterprise

Notice

CallManager (Communications Manager)

Communication Manager UCL Enhanced

Notice

Helpful Tips

Promotion Reminders

   Remember to quote promotion eligible renewals separately from non-promotion eligible renewals in Cisco Services Contract Center

   Before ordering, complete the Partner Reference field in Cisco Services Contract Center with the UCSS Sales Order #, PO #, or the UCSS/ESW Contract #. Review slide 25 in the SWSS Align and Renew training

   Remember that use of the promotion will be audited to ensure compliance with eligibility terms and conditions

 

Include SWSS When Opening a Case for Routing

   Include "SWSS" in the subject line

   For promotion related cases, include the promotion code in the case notes

   For Performance Metric Central related cases, attach the dispute items and ordered/replaced SWSS items to the case – include the new product IDs, install site, end customer

   Contact information for SWSS Renewal Support in the SWSS Support Guide.

Resources Available
Training material and quick reference guides are posted to the following SWSS websites.

ü  SWSS Partner website

ü  SWSS Distributor website

ü  SWSS Customer website

ü  SWSS Promotion Website

 

Renewing SAS/SASU to SWSS for Prime Products and Intelligent Automation

For customers who currently have Software Application Services (SAS) or Software Application Services plus Upgrades (SASU) coverage, they will transition to purchase SWSS at time of renewal. 

     Partner has SAS: Will complete an upgrade in Cisco Services Contract Center to the appropriate SWSS service level. 

     Partner has SASU: They will renew to either SAU (through 21-Nov-14) or renew on SWSS. 

     Neither scenario will qualify for the SWSS Align and Renew promotion since they will not have UCSS coverage with misaligned end dates.

     Partners will have to either create new SWSS contracts or move to an existing SWSS equivalent contract. Multiservice level compatibility is not enabled for SAS/SASU and SWSS.

 

 

 

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