Post Sales Support

In order to qualify for Silver or Gold certification, direct partners must have a valid resale support agreement with Cisco including, Cisco Brand Resale (CBR), Cisco Shared Support (CSSP), Systems Integrator Support (SIS) or Reseller Support (RSA). The support agreement must be accompanied by a valid Cisco purchasing agreement.

Indirect partners are required to offer Cisco packaged services to customers wishing to purchase service/support. In some theatres, indirect partners may be eligible to participate in the Cisco Shared Support program (CSSP) which also satisfies this requirement.

Resale Support Agreements
Shared Support (SSP), System Integrator Support (SIS) or Reseller Support (RSA - EMEA only) Agreements
	Gold	Silver	Premier
Technical support (post sales)	24x7	8x5
Onsite response	4 hour	24 hour	24 hour
Call center	Required	Required
Duty manager	Required	Required
Computer based call tracking	Required	Required
Call alert	Automated	Manual
TAC configuration cases *	Max 20%	Max 20%	Configuration Services
TAC call escalation *	40% by CCIE 20% by CCNP (or CCIE)	25% by CCIE 10% by CCNP (or CCIE)
Sparing Strategy	Required	Required
Transactional customer satisfaction	Required	Required
* Applies to SIS and RSA only. For partners that transition to CSSP, performance metrics will be managed through the Cisco shared support program (CSSP) eligibility and metrics requirements. For more information on CSSP, refer to the Cisco Shared Support Program Website .
Cisco Brand Resale (CBR) or Packaged Services
		Gold	Silver
Service Attach Rate		40%	40%
Revenue from Services		15%	15%

For further details regarding the Support Requirements, please review the Certification Audit and Policies Document.