Software Support
Unlock the full benefits of your Cisco software, both on-premises and in the cloud.
Why Software Support?
Our experts help you rapidly deploy new technologies and adopt the features that achieve your business goals.
Fast-track your software ROI
Cisco experts match software capabilities to your objectives and help you overcome the technical barriers to achieving them.
Better support experience
Get help with on-premises, hybrid, cloud, and hosted deployments. A designated expert who knows your solution will provide advice and proactive support as you need it.
Reduce risk to your business
Enjoy priority access to highly skilled engineers who help solve complex issues quickly, along with technical reviews that can reduce disruptions to your business.
Our offerings
Basic Software Support
Foundational coverage for the software applications that keep your systems and business running smoothly.
Enhanced Software Support
Enjoy additional help with onboarding your software applications. Plus get tailored advice on which features best support your business objectives.
Premium Software Support
A designated Cisco expert will be assigned to your technical team. They will quickly get to know your IT environment and help you optimize and innovate with confidence.
By technologies
Security
You want to get the most value from your Cisco Security products and continually strive to improve your security posture. That’s where Cisco Software Support comes in.
Basic
Access to the Cisco Technical Assistance Center (TAC)
Major, minor, and maintenance releases
Access to a knowledge base and online resources
Enhanced (includes Basic features)
Prioritized case handling
Direct access to a highly skilled engineer with solution-level expertise
Onboarding guidance and technical adoption assistance
Configuration reviews
Premium (includes Enhanced features)
A designated Cisco expert serves as a trusted advisor to your InfoSec team
Incident and escalation management
Periodic technical reviews, including support analytics
Resources
| At-a-Glance | ||
| Data sheet | ||
| FAQ | ||
| How to buy |
Collaboration
Whether you are migrating a legacy contact center solution or evolving a hybrid working model for your employees, having a successful deployment is critical. Cisco offers a consistent support experience, wherever you are on your journey to the cloud.”
Basic
Access to the Cisco Technical Assistance Center (TAC)
Major, minor, and maintenance releases
Access to a knowledge base and online resources
Enhanced (includes Basic features)
Dedicated help desk for users and administrators
Dedicated Solution Support team
Multivendor support coordination
Quarterly business and technical reviews
Assistance and guidance for managing the lifecycle
Business consultations from experts who know you
Premium (includes Enhanced features)
A designated Cisco expert serves as a trusted advisor to your IT team
Proactive monitoring1 and troubleshooting
Incident and escalation management
Restoration time objectives for Severity 1 and 2 incidents1
1 For on-premises collaboration environments
Resources
| At-a-Glance - all levels | ||
| At-a-Glance - Enhanced | ||
| At-a-Glance - Premium | ||
| Solution overview | ||
| How to buy |
Service providers
To meet the demands of market transitions, get the best software support. Our proactive services are designed for your environment.
Basic
Access to the Cisco Technical Assistance Center (TAC)
Software updates and upgrades
Access to a knowledge base and online resources
Basic without upgrades (available only for products sold under the Flexible Consumption model):
Access to the Cisco Technical Assistance Center (TAC)
Access to a knowledge base and online resources
Software updates only
Enhanced (includes Basic features)
Prioritized case handling
Direct access to a highly skilled engineer
Onboarding guidance and technical adoption assistance
Periodic technical reviews
Premium (includes Enhanced features)
Access to a Cisco expert who serves as a trusted advisor
Incident and escalation management
Resources
| At-a-Glance | ||
| How to buy |
Data centers and enterprise networking
Get the foundational support you need to keep your business running smoothly.
Basic
Access to the Cisco Technical Assistance Center (TAC)
Major, minor, and maintenance releases
Access to a knowledge base and online resources
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Hear from our customers
FinancialForce, a DuoCare Premium customer, says …
“These reviews have been incredibly valuable. Often metrics can be very introspective. But getting an external view as to where we stand against industry benchmarks is super helpful when thinking about security value.”
-Richard Hall, Senior Director of IT Infrastructure and Operations, FinancialForce
For partners
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