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The Cisco® Enterprise Agreement is now more comprehensive, helping you get more efficient. We’re introducing Cisco Customer Experience (CX) services in a new Services Enrollment—initially for Cisco Solution Support—giving you the option to upgrade to a high-value support offer.
By choosing to purchase a Services Enrollment to complement your Software Enrollment, you can expand your support from Cisco software only by Cisco Software Support, to software and hardware from Cisco and other providers by Solution Support. This eliminates your need to maintain separate hardware support contracts in addition to your Enterprise Agreement contract, and further reduces support costs through Enterprise Agreement economies of scale for hardware support.
And to help you get the greatest value out of your contract, the Services Enrollment includes Enterprise Agreement Management Support. Initial onboarding and quarterly touchpoints sessions are designed to help you get the most value from your agreement and high-value services, as well as strategize for innovation and growth.
Note that the new Services Enrollment, initially featuring Solution Support, is available for Cisco data center networking and Cisco Digital Network Architecture (Cisco DNA) solutions. More services and Cisco technology areas will be made available in the coming year.
Cisco Enterprise Agreement overview
● Simplifies and centralizes software licensing management to help drive operational efficiencies
● Saves time through co-termination of software subscriptions, consolidating contracts for easier installed base management and reduced renewal events
● Controls costs by providing investment protection for existing software licenses and services, as well as budget predictability for growth
● Never charges retroactive fees by offering the industry’s only “True Forward” capability, helping you expand usage or pivot to new technologies on demand, without impacting your current budget
● Organizes all contract software subscriptions in one workspace to view what’s procured, deployed, and due for renewal
What’s new: Services Enrollment
● Solution Support. This service centralizes support across hardware and software from Cisco and Solution Support Alliance Partner products by Cisco engineers with deep solution, product, and interoperability expertise.
● Enterprise Agreement Management Support. New onboarding and regular quarterly sessions (Cisco led) are designed to guide you in effectively managing contracts by helping you analyze actual license consumption, address changes, and strategize for innovation and growth through the industry’s only enterprise agreement True Forward feature. You can pivot to adopt new solutions when and where you need to, and now scale your Solution Support coverage with it.
● Architecture focus. Services Enrollment, including Solution Support and Enterprise Agreement Management Support, will be initially available for all Cisco data center networking and Cisco Digital Network Architecture (Cisco DNA) solutions.
● Further streamline contract management by eliminating separate hardware support contracts since Solution Support addresses both software and hardware from Cisco and other providers. Because it resolves complex issues on average 44 percent faster than product support, it’s the right kind of support service for multiproduct or multivendor solution environments.
● Reduce support costs and gain financial predictability by adding hardware support to your Cisco Enterprise Agreement, which offers economies of scale to lower your pricing compared to purchasing support transactionally.
● Receive a more consistent support experience across software and hardware through Solution Support engineers, who address your solution as a whole, versus working with separate software and hardware engineer teams.
● Extract the highest value out of your Enterprise Agreement through quarterly consultative sessions with Cisco experts, who help you analyze asset coverage and usage, plan for change and growth, and prepare you for True Forward.
● Solution Support is purpose-built to address the kinds of complex issues that can arise in a multiproduct or multivendor solution environment, as it covers both hardware and software from Cisco and our Alliance Partners.
● Because most of our customers want help fast, no matter how small or large the issue, we’ve built speed into critical steps of Solution Support delivery that are not available through Cisco product support (that is to say, Cisco Software Support Basic and Cisco Smart Net Total Care® Service):
● You don’t need to isolate your issue to a product in order to open a case (unlike product support)
● Solution Support provides a 30-minute response for severity 1 and 2 issues (versus 60 minutes for Cisco Smart Net Total Care)
● Solution Support cases are prioritized over product support service requests
● Solution Support includes underlying Smart Net Total Care and Software Support Basic, so you don’t lose any of the features you may be familiar with today. You get additional high-value support features designed to efficiently and effectively resolve solution-level issues.
● Enterprise Agreement Management Support offers 1:1 consultative engagements that help you get the most value out of their agreements by reviewing data that can inform decisions about technology strategy and growth.
What’s new: Enterprise Agreement Management Support
● Enterprise Agreement benefits overview and business rules
● Initial entitlement overview (software licenses and support coverage)
● Walkthrough of the workspace portal, consumption reports, and how to generate and provision licenses
● An overview of support channels (that is to say, Enterprise Agreement Learning Center, collateral, how to open a support case related to an Enterprise Agreement, etc.)
● Solution Support features and benefits overview, how to open a case, and other available resources
● Assess asset management through review of consumption reports (software licenses, hardware installed base, and support coverage)
● Clean up and prepare for True Forward
● Provide expertise around licensing generation or provisioning barriers
Compatibility with other enrollments and offers
Note: Solution Support requires you to purchase hardware and software product support for any Solution Support Alliance Partner (third-party) products in your deployment directly from those providers. Contact them for more information. Visit the Solution Support Resource Guide for more information on Solution Support requirements, processes, etc.
● Require support coverage for a specific architecture (initially for Cisco data center networking or Cisco DNA only)
● Have a limited number of existing service contracts and partners
● Enterprise Agreement on Cisco.com
● Services Enrollment for Cisco Enterprise Agreement at-a-glance
● Solution Support on Cisco.com
● Solution Support at-a-glance
● Solution Support ebook