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Cisco Software Support Data Sheet

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Updated:July 4, 2019

Available Languages

Download Options

  • PDF
    (394.0 KB)
    View with Adobe Reader on a variety of devices
Updated:July 4, 2019
 

 

Cisco® Software Support provides capabilities that help your IT and InfoSec teams integrate, adopt, and use your Cisco software so that you can achieve greater value sooner.

Product overview

Cisco Software Support provides customers with faster response times, direct access to Cisco software subject matter experts, help with an IT or InfoSec adoption plan, and proactive 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:

     Basic – Offers technical support coverage for the software application products and suites that keep your systems and your business running smoothly

     Enhanced – Includes all Basic-level features plus software configuration guidance, direct access to experts with faster response times, and InfoSec and IT adoption support for software integration

     Premium – Includes all Enhanced-level features plus assignment of a designated service manager who knows your IT environment 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 will support you every step of the way.

Features and benefits

Table 1 outlines key features and benefits of Cisco Software Support.

Table 1.           Features and benefits

Feature

Benefit

Foundational support

Technical help for your IT and InfoSec teams

Proactive support

Increased uptime through direct access to experts who quickly resolve issues and look for ways to avoid future incidents

IT and InfoSec onboarding

Faster deployment of your Cisco software and integration into your current environment and workflows

IT and InfoSec adoption

Expanded 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

Software support features

Basic

Foundational support, which includes:

     7/24 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 IT and InfoSec staff

Enhanced

The Enhanced level of support includes all Basic features, as well as:

Proactive support

     Priority handling of cases for faster issue resolution

     Cases are matched to a single qualified engineer, limiting multiple handoffs

     Engineers look beyond the original case scope to identify potential issues, reducing future support calls

     Configuration guidance to minimize service disruptions

IT and InfoSec onboarding

     Best-practices training for interacting with Cisco technical support

     Guidance and support for software deployment, updates, migration, and performance maintenance

     Setup guidance for Cisco Smart Accounts and Smart License activation

IT and InfoSec adoption

     Ongoing guidance for internal IT help desks that support users

     Recommendations and access to product-specific learning and training, depending on the product purchased, and based on goals

     IT or InfoSec Adoption Plan reviews, 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

Licensing

Cisco Software Support aligns with the following existing Cisco software product deployment and licensing models:

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.

Licensing models

     Perpetual: The software is paid for at the time of purchase. When sold as Perpetual, the Basic support option, at a minimum, is required. Purchase of the Basic support must be made within 90 days of the purchase of the software license. Enhanced and Premium options can be added to the contract. Typically, Perpetual licenses are deployed on-premises at the customer’s location

     Subscription: The software is paid for on a recurring basis. When sold with subscription software products, the Basic option is embedded with the product. The Enhanced and Premium levels can be added to the contract. For this model, software can be deployed on-premises or hosted in the cloud

     Flexible consumption model: The software is paid for as software capacity is needed. The Basic support option is required at the time of product purchase and does not include software upgrades; they are included in the Software Innovation Access (SIA) subscription, which is purchased as part of the product license. The Enhanced and Premium support levels are not available for the flexible consumption model at this time. Software can be deployed on-premises only

     Enterprise agreement: The software is paid for as a 3- or 5-year agreement, including Cisco’s “True Forward” feature and a 20 percent growth allowance, giving customers the flexibility to scale their infrastructure easily and without penalty. For most suites, Basic is the default option. Enhanced or Premium can be added to the contract where applicable. There is an exception for Cisco Umbrella and Cisco Cloudlock®, for which Enhanced is the default option

Platform support

Table 2 outlines the Cisco collaboration, security, and service provider products for which Software Support is available, when purchased individually or in a buying program such as an Enterprise Agreement.

Table 2.           Supported Cisco products and product families

Name

Consumption model

Deployment model

Products supported

Software Support for Cisco Collaboration Flex Plan

Subscription

On-premises, cloud, or hosted

  Cisco Customer Journey Platform
  Cisco Customer Journey Solution
  Cisco Webex Calling
  Cisco Webex ® Meetings
  Cisco Webex Teams

Enterprise agreement

On-premises, cloud, or hosted

  Collaboration Flex Plan

Software Support for Cisco Unified Communications

Perpetual

On-premises

  Cisco Business Edition 6000
  Cisco Emergency Responder
  Cisco Prime Collaboration
  Cisco Unified Attendant Console
  Cisco Unified Communications Manager (UCM)
  Cisco Unified Contact Center Express
  Cisco Unified Intelligent Contact Management (ICM) Enterprise
  Cisco Unified IP Interactive Voice Response (IVR)
  Cisco Unified Survivable Remote Site Telephony (SRST)
  Cisco Unity Connection

Enterprise agreement and other software subscription offers

On-premises

  Cisco Enterprise Agreement Unified Communications Suite
  Cisco Unified Workspace Licensing (UWL)
  Cisco User Connect Licensing (UCL)

Software Support for security

Subscription

On-premises

  Cisco Advanced Malware Protection (AMP) for Endpoints
  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 Email Security (CES)
  Cisco Cloudlock (support offer is Gold) 1
  Cisco Umbrella (support offers are Gold and Platinum) [1]

Enterprise agreement

On-premises or cloud

  Security All-In Enterprise License Agreement
  Security Choice Enterprise Agreement

Software Support for service providers

Perpetual

On-premises

  Cisco Evolved Programmable Network Manager (EPNCORE)
  Cisco Policy Suite for Mobile
  Cisco WAN Automation Engine (WAE)

Flexible

On-premises

  Cisco IOS XR Software for the Cisco Network Convergence System (NCS) 5500 Series, NCS 540, NCS 560, and the ASR9000 LightSpeed
  Cisco WAN Automation Engine (WAE)

Ordering information

New Cisco Software Support offers are quoted and ordered from within 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 in the Cisco Commerce Workspace renewals tool.

To order, visit the Cisco Ordering home page.

Cisco and partner services

Services from Cisco and our certified partners can help you get the most value from your software investment. We bring the resources and expertise to speed the deployment, integration, and InfoSec and IT adoption of your Cisco software into your environment. Our proactive services can increase your business uptime and help accelerate the time to achieve value from your investment.

Cisco Capital

Flexible payment solutions to help you achieve your objectives

Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. Learn more.

Proactive support unlocks the value of your software investments

Do you need to minimize software-related disruptions to your business? Do you desire a prioritized support experience? Do you want a faster return on your Cisco 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.



[1] Gold and Platinum features are similar to Software Support Enhanced and Premium. Click the links to learn more about support offers for Cisco Umbrella and Cisco Cloudlock.

 

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