Cisco Software Support for Security - Data Sheet
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Cisco® Software Support provides capabilities that help your technical teams integrate, adopt, and use your Cisco software so that you can achieve greater value faster, reduce risk, and improve your security posture.
Cisco Software Support provides customers with fast response times, direct access to Cisco software subject matter experts, help with a technical adoption plan, and support.
Software Support offers service levels that help you more quickly integrate and use your software to realize the full value of your investment.
Software Support allows you to choose the support level that is right for your business needs. Levels include:
● Enhanced – Includes all Basic-level features plus software configuration guidance, direct access to security software technical experts with faster response times, and technical adoption support.
● Premium – Includes all Enhanced-level features plus designated service management, including a Cisco expert who knows your IT environment, provides proactive support, and adds depth to the Cisco expertise on your own team.
As your business evolves and you deploy software on-premises, in the cloud, or hosted by third parties, Cisco can support you every step of the way.
Table 1. Summary of features and benefits
| Feature |
Benefit |
| Foundational support |
Technical help for your Information Security teams |
| Proactive support |
Increased uptime through direct access to experts who quickly resolve issues and look for ways to avoid future incidents |
| Technical onboarding |
Faster deployment of your Cisco security software and integration into your current environment and workflows |
| Technical adoption |
Increased software usage that accelerates your return on investment |
| Designated service management |
A software expert who augments your team to ensure the successful deployment and ongoing management of the software |
Basic
Foundational support, which includes:
● 24x7 access to the Cisco Technical Assistant Center (TAC) for software issue resolution
● Major, minor, and maintenance releases to keep your applications up to date
● Self-help resources for greater knowledge and productivity for your technical staff
Enhanced
The Enhanced level of support includes all Basic features, as well as:
Prioritized technical support
● Priority handling of cases for faster issue resolution
Technical onboarding
● Guidance and support for software deployment, updates, migration, and performance maintenance
● Setup guidance for Cisco Smart Accounts and Smart License activation
● Configuration guidance to minimize service disruptions
● Best-practices training for interacting with Cisco technical support
Technical adoption
● Ongoing guidance for internal IT help desks that support users
● Recommendations for product-specific learning and training
● Periodic system risk evaluations
● Technical Adoption Plan reviews, including progress on training and recommendations to increase adoption
Premium
The Premium level of support includes all Enhanced features, as well as:
Designated service management
● Assigned expert with specialized technical knowledge of the customer's Cisco software product
● Proactive consultation for integrating software features into customer workflows; advice about upgrades, migrations, and expansions; and software configuration reviews and recommendations intended to reduce service disruptions
● Support case analytics of Severity 1 and 2 cases to help prevent recurring problems
Table 2. Software Support features by level
| Deliverables |
Software Support service levels |
||
| Basic |
Enhanced |
Premium |
|
| Software technical support
● 24x7 access to Cisco Technical Assistance Center (online and phone support case submission and technical assistance)
● Initial response time service level objective for Severity 1 and 2 cases
|
60 minutes |
30 minutes |
15 minutes |
| Software updates
● All software release updates of the supported product
|
|
|
|
| Knowledge base and online resources
● Online access to standard adoption materials, marketing materials, all support tools, and product knowledge
|
|
|
|
| Priority technical support
● Priority handling of cases based on Software Support service level
● Direct access to software technical support experts
|
|
Over Basic level |
Over Enhanced level |
| Technical onboarding
● Welcome email, kickoff meeting, technical discovery meeting, and best practices for interacting with Cisco technical support
● Advice and assistance for Smart Account setup and Smart License activation
● Support and guidance for software deployment
● Technical adoption support for integrating and deploying software into the IT environment
|
|
|
|
| Learning and training
● Recommendations for pertinent learning and training available on Cisco.com or the Cisco Learning website
|
|
|
|
| Technical adoption
● Ongoing guidance for IT help desks that support internal users
● Support and guidance for software updates, migration, and performance maintenance
● Periodic system risk evaluations
● Guidance for software usage
● Periodic technical adoption reviews with actionable recommendations for ROI improvements
|
|
|
|
| Designated service management
● Assigned expert with specialized technical knowledge of the customer's Cisco software solution
● Product-level expert providing incident management, case escalation management, and change management
● Product-level support geared toward the customer’s specific environment, including monitoring, proactive consultation for integrating software features into customer workflows, advise on upgrades, migration, and expansion, and software configuration reviews and recommendations to reduce service disruptions
|
|
|
|
| Support case analytics
● Support case analysis for Severity 1 and 2 issues with best practices to reduce support cases
● Periodic technical reviews of overall operational performance
|
|
|
|
Cisco Software Support aligns with the subscription licensing model and the following deployment models:
● On-premises - The software is deployed at the customer’s location.
● Cloud - The software is hosted in the Cisco cloud.
● Hosted - The software is hosted through a third-party service provider in the cloud.
Table 3 outlines the Cisco security products for which Software Support is available, when purchased individually or in a buying program such as an Enterprise Agreement.
Table 3. Supported Cisco products and product families
| Name |
Consumption model |
Deployment model |
Products supported |
| Software Support for security |
Subscription |
On-premises |
● Cisco Email Security Appliance
(ESA)
● Cisco Firepower® Next-Generation Firewalls
(NGFW)
● Cisco Identity Services Engine
(ISE)
● Cisco Stealthwatch®
Enterprise
● Cisco Web Security Appliance (WSA)
|
| Cloud |
● Cisco Cloud Advanced Malware Protection (AMP) for
Endpoints
● Cisco Cloud Email Security
(CES)
● Cisco Cloudlock (support offers are Basic and
Gold)
● Cisco Umbrella™ (support offers vary based on
packages)*
● Cisco Duo Security (support offers are Standard and Duo Care
Premium)
● Cisco Threat Grid Cloud
|
||
| Enterprise agreement |
On-premises or cloud |
● Security All-In Enterprise License
Agreement
● Security Choice Enterprise
Agreement
|
* Umbrella packages DNS Security Essentials, DNS Security Advantage, and SIG Essentials require Software Support Enhanced, with an option to upgrade to Premium. Umbrella packages Professional, Insights, and Platform support options are Basic (included with subscription), Gold and Platinum
New Cisco Software Support offers are quoted and ordered from the Cisco Commerce Workspace ordering tool. Subscription services will invoke the Cisco software billing platform capabilities in Cisco Commerce Workspace. Existing Software Support offers are renewed from the Cisco Commerce Workspace renewals tool.
To order, visit the Cisco Ordering home page.
Services from Cisco and our certified partners can help you get the most value from your security software investment. We bring the resources and expertise to speed the deployment, integration, and technical adoption of your Cisco software into your environment. Our proactive services can increase your business uptime, reduce risk, improve security, and help accelerate the time to achieve value from your investment.
Flexible payment solutions to help you achieve your objectives
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Unlock the value of your software investments
Do you need to reduce risk and minimize software-related disruptions to your business? Do you want to improve your security posture? Do you want a faster return on your Cisco security software investment? Cisco Software Support helps you achieve these goals by more quickly integrating, adopting, and using your software. For additional information, visit https://www.cisco.com/go/softwaresupport.