Cisco Support Services for Security Software At-a-Glance
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Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
Fast track the benefits of your security software solution
In today’s ever-connected mobile world, the imperative for a defensible security posture is a top priority. Managing security can seem overwhelming when faced with dynamic, sophisticated threats and increasing IT complexities. You invested in security software from Cisco to help you protect your environment and mitigate risks. But it doesn’t stop there. You want to make sure that you get the most value from your Cisco® security products, that’s where Cisco Support comes in.
Solution Support reduces your risk by coordinating support of multiproduct issues on your behalf and solving complex issues faster than most customers can do on their own. With Software Support Enhanced and Premium, we team with you to understand your IT environment and technical adoption goals, shorten the time it takes to use your security software, and help maximize the benefits of your investment.
With multiple service levels to choose from, you can select the right option for your business needs.
● Reduce risk: Priority response times and direct access to security experts facilitate problem resolution.
● Achieve faster value: Accelerate onboarding, adoption, and use of your software investment with guidance from specialists.
● Improve security posture: Maintain a highly secure and reliable network when your designated trusted advisor recommends best practices.
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Service levels |
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| Deliverables |
Solution Support |
Enhanced |
Premium |
| Software technical support (24x7 access to Cisco Technical Assistance Center [TAC]) Initial response target (Severity 1 and Severity 2 cases) |
30 minutes |
30 minutes |
15 minutes |
| No triage required to open a case |
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| Primary point of contact for multiproduct support coordination |
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| Deep expertise on solutions, products, and interoperability |
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| Onboarding guidance for configuration, deployment, migration, and IT software integration |
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| Technical adoption |
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| Configuration reviews |
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| A designated technical expert serves as a trusted advisor and provides lifecycle guidance for ongoing performance management and optimization |
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| Incident and escalation management |
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| Periodic technical reviews, including case analytics |
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Each upgraded service level provides incremental benefits
Security product subscriptions include either Embedded Support or Software Support Basic.
For faster response times, help triaging an issue, and a primary point of contact who will coordinate problem resolution for multiproduct and multivendor solutions on your behalf, choose Solution Support.
If you want to accelerate deployment, configuration, and integration of your software, plus receive technical help with adopting features that will mean the most to your business, choose Software Support – Enhanced.
For assistance and advice managing the full lifecycle of your software, choose Software Support – Premium. A technical expert will get to know your IT environment and provide additional context for solutioning issues and managing escalations.
Your Cisco account manager or Cisco authorized reseller can help you choose a service level that meets your needs.
To learn more about Software Support for Security and the products supported, view the Software Support web page. For additional information on Solution Support and what companies are Solution Support Alliance Partners, view the Solution Support web page.