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Cisco Success Network on Secure Web Appliance White Paper

White Paper

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Updated:December 3, 2020

Available Languages

Download Options

  • PDF
    (2.4 MB)
    View with Adobe Reader on a variety of devices
Updated:December 3, 2020
 

 

 

 

Introduction

Cisco® Success Network (also called Customer Success Initiative) is a new feature on the Secure Web Ap-pliance AsyncOS® 12.5. The integration of Cisco Success Network on Secure Web Appliance will help you to achieve maximum returns on your investment and business outcomes and have a significantly improved experience with web security.

Why do we need Cisco Success Network?

There had been no visibility into Secure Web Appliance deployments, unless the information was shared explicitly by administrators. It would be helpful for us to know how Secure Web Appliances are used in various deploy-ments, so that they can be guided on different aspects. It is cumbersome to get basic information from various deployments manually, and even if the information is received from deployed Secure Web Appliances, every time there is a change in deployment, it is not feasible to get notified. This is an operational challenge that could only be solved by automating the sharing on basic information on different Secure Web Appliance deployments through telemetry.

This is where Cisco Success Network comes into the picture. This enables sending basic information from Secure Web Appliance deployed in various deployment sites through this feature. This, in turn, enables us to know how Secure Web Appliance features are used and which release is most deployed across customers. This eventually helps us to handpick customers and guide them based on their existing deployment so that they can achieve maximum return on investment.

The key idea is that Secure Web Appliances collect relevant data and send it to the Cisco Security Services Ex-change (SSE) cloud, which will then be analyzed by different teams across Cisco to identify patterns and provide feedback on the deployments. In order to accomplish this, collection of product data via the SSE connector has to be enabled to formulate device information and entitlement feature information for the Cisco Success Network. 

 

 

What is sent from Secure Web Appliance to Cisco Success Network? 

The below information is sent from Secure Web Appliances to Cisco SSE cloud.

     Product model

     Software version

     Installed date

     Serial number

     Virtual license number (VLN for virtual products)

     Account ID in Smart Licensing portal (if enabled)

     Status of Secure Web Appliance features licensed

     List of features enabled

 

Figure 1.              Sample data collected for Cisco Success Network

Related image, diagram or screenshot

 

Before you begin using Cisco Success Network  

     Make sure Secure Web Appliance is running AsyncOS 12.5.

     Make sure you have the Secure Web Appliance device enrolled in Cisco Cloud Services. To register the Secure Web Appliance, please follow the steps here.

     The Secure Web Appliance device should have Cisco Threat Response (CTR) enabled. For more details, refer to the Secure Web Appliance user guide.

     Port numbers 8843, 8833, 8823, and 443 must be allowed/enabled on the Secure Web Appliance for CTR in-tegration.

 

 

How Cisco Success Network works  

Once we have CTR enabled successfully in Secure Web Appliance and the prerequisites are satisfied, Cisco Suc-cess Network can be enabled as follows.

1.     Navigate to System Administration > Cisco Success Network (available under System Setup).

2.     Click on “Edit Settings” to change the state of Cisco Success network. Note: Cisco Success Network is ena-bled by default.

 

On enabling Cisco Success Network, Secure Web Appliance will start collecting information mentioned earlier and send the information to Cisco SSE cloud through the SSE connector. The information is collected periodically eve-ry four hours.

The information collected over a period of time will be used to identify trends, identify customer usage of features, and help them understand the value they can bring in by enabling the unused features. We can even warn cus-tomers about builds that have potential bugs and recommend they move to latest versions.

Cisco Success Network is available with the Secure Web Appliance 12.5 release, and every platform that sup-ports this release can enable this feature.

 

Message flow in Cisco Success Network

Related image, diagram or screenshot

Important aspects to note on Cisco Success Network 

What is the information that is collected from the Secure Web Appliance when Cisco Success Network is enabled?  

     When CSN is enabled, the below information is collected:

     Device model

     Device serial number and software version

     Device installation date

     Device Smart Licensing account details (if enabled)

     Device user account ID

     Virtual license number (VLN for virtual products)

     Secure Web Appliance features licensed and list of features enabled

What are the prerequisites for enabling Cisco Success Network?

Cisco Threat Response has to be enabled as a prerequisite for using Cisco Success Network.

What is the interface used for sending the telemetry data collected for Cisco Success Network?    

There is no provision to select the interface for sending telemetry data. It is sent via the interface where resolution happens first if both management and data interfaces are available.

What are the benefits we get by sharing telemetry data?    

Secure Web Appliance telemetry data is collected at four-hour intervals. The information collected over a period of time will be used to identify trends, identify customer usage of features, and help them understand the value they can bring in by enabling the unused features. We can even warn customers about builds that have potential bugs and recommend they to move to latest versions.

What will be the behavior of Cisco Success Network in different release versions?     

Behavior across Secure Web Appliance releases:

Earlier release version

Upgrade release version

CSN enabled in earlier release

CSN after upgrade

AsyncOS12.5

AsyncOS 12.5

NO

YES

AsyncOS 12.5

>AsyncOS 12.5

YES

YES

 

Summary

     Without telemetry, there is no visibility into deployments, which, if available, will be of help while facing issues.

     Cisco Success Network provides us with the ability to identify product/feature adoption in customer networks and take actions that can improve customer experience.

     This drives all current Cisco product “communications” to a common architecture.

 

 

 

 

 

 

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