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Cisco Software Support For Security Data Sheet

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Updated:January 22, 2021

Available Languages

Download Options

  • PDF
    (395.4 KB)
    View with Adobe Reader on a variety of devices
Updated:January 22, 2021
 

 

Cisco Software Support provides capabilities that help your technical teams integrate, adopt, and use your Cisco software so that you can achieve 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 security solution 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 prioritized case handling, direct access to highly skilled Cisco engineers with solution level expertise, onboarding and technical adoption assistance and periodic configuration reviews.

      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.        Key features and benefits

Feature

Benefit

Foundational support

Take advantage of skilled technical help for your information security teams.

Proactive support

Increase uptime through direct access to security solution experts, who resolve issues 44% faster than product support alone, and look for ways to avoid future incidents.

Technical onboarding

Experience faster deployment of your Cisco security software and integration into your current environment and workflows.

Technical adoption

Increase your software usage to maximize the value of your security investment.

Designated Cisco expert

A software expert 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 you can use to increase the knowledge and productivity of your technical staff

Enhanced

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

Prioritized technical support

      Gain priority queuing of service requests for faster issue resolution

      Primary point of contact will own your issue until it’s resolved

      Solves complex issues in multiproduct ecosystems

      Coordinates support within Cisco and Solution Support Alliance Partners’ product teams

Onboarding

      Best practices training for interacting with Cisco technical support

      Setup guidance for Cisco Smart Accounts and Smart License activation

      Technical discovery meeting

      Configuration guidance to minimize service disruptions

      Consultative guidance for software deployment, integration, and migration from legacy or third-party solutions

Technical adoption

      Ongoing guidance for internal IT help desks that support users

      Guidance for software feature adoption

      Consultation on software updates

      Periodic configuration reviews

Premium

The Premium level of support includes all Enhanced features, as well as a designated Cisco technical expert, who has deep product knowledge. This person will work side by side with your team, providing:

      Consultation for managing the lifecycle, including design and sizing guidance, usage and optimization guidance, and integrating software features into SecOps workflows

      Proactive troubleshooting on your behalf, such as monitoring of alerts, alarms, and notifications

      Periodic technical reviews, including support case analysis to help prevent recurring problems

      Incident and escalation management for Severity 1 and 2 cases, bringing in cross-domain resources and creating solutions to resolve issues quickly

Table 2 summarizes the services customers receive within each support tier.

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 (now includes Virtual Spaces in Webex Teams for Severity 3 and 4 case resolution)
  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

  Direct access to a highly skilled engineer with solution level expertise
  Priority queuing of service requests based on Software Support service level
  Multiproduct / multivendor support coordination

 

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Over Basic level

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Over Enhanced level

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
  Guidance for configuration, deployment, migration, and software integration into the IT environment

 

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Technical adoption

  Ongoing guidance for IT help desks that support internal users
  Guidance for software feature adoption
  Consultation on software updates
  Periodic configuration reviews

 

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Designated service management

  A Cisco expert learns your security product, how it is deployed, and works side by side with your team to support it. This person:

    Provides design and sizing guidance[1]

    Assists with managing the lifecycle, such as optimization and usage guidance

    Monitors alerts, alarms, and notifications1

    Proactively troubleshoots on your behalf

 

 

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Incident and escalation management

  A single point of contact handles severe incidents and owns issues until they are resolved

 

 

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Periodic business and technical reviews

  Overall operational performance
  Support case analysis for Severity 1 and 2 issues with best practices to reduce support cases

 

 

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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 AnyConnect ® Secure Mobility Client
  Cisco Identity Services Engine (ISE)
  Cisco Secure Email
  Cisco Secure Firewall
  Cisco Secure Network Analytics
  Cisco Secure Web

Cloud

  Cisco Cloudlock ® (support offers are Basic and Gold)
  Cisco Secure Assess by Duo (support offers are Standard and Duo Care Premium Support)
  Cisco Secure Email and Cloud Mailbox Defense 1
  Cisco Secure Endpoint
  Cisco Secure Malware Analytics SaaS
  Cisco Umbrella ®2

Enterprise Agreement

On-premises or cloud

  Security All-In Enterprise License Agreement
  Security Choice Enterprise Agreement
1 Software Support Enhanced is included in the Cloud Mailbox Defense product, there is no Basic or Premium level.
2 Software Support Enhanced is required for Umbrella packages, there is no Basic level.

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 environmental sustainability

Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.

Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:

Sustainability topic

Reference

Information on product material content laws and regulations

Materials

Information on electronic waste laws and regulations, including products, batteries, and packaging

WEEE compliance

Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.

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.

 

 

 



[1]For cloud and hosted products only

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