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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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