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Cisco Software Support for Security - Data Sheet

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Updated:August 27, 2020

Available Languages

Download Options

  • PDF
    (340.4 KB)
    View with Adobe Reader on a variety of devices
Updated:August 27, 2020
 

 

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.

Product overview

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:

      Basic – Offers technical support coverage for the software application products and suites that keep your systems and your business running smoothly. Basic is included with Cisco security product subscriptions.

      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.

Features and benefits

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

Software support features

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

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60 minutes

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30 minutes

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15 minutes

Software updates

  All software release updates of the supported product

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Knowledge base and online resources

  Online access to standard adoption materials, marketing materials, all support tools, and product knowledge

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Priority technical support

  Priority handling of cases based on Software Support service level
  Direct access to software technical support experts

 

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Over Basic level

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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

 

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Learning and training

  Recommendations for pertinent learning and training available on Cisco.com or the Cisco Learning website

 

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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

 

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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

 

 

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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

 

 

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Licensing

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.

 

Platform support

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

Ordering information

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.

Cisco and partner services

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.

 

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.

 

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.

 

Learn more