1. How to Use Technical Services Portfolio Presentation
This presentation includes a full set of Cisco Technical Services slides. In some situations you may want to only show part of this deck depending on your audience
For small-to mid-sized businesses refer to slide 28
For large businesses refer to slide 29
For service providers refer to slide 30
View this presentation in slide show mode in order to link to appropriate services from segment slides
Please read the speaker notes for Smart Care on slides 28 & 37

2. Cisco Services Technical Services Portfolio Overview
This Cisco Technical Services presentation has been developed for customers and other external audiences. The presentation is shown in its entirety but it has been created in a modular style, so that it can be customized based on the audience.
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Cisco Confidential

3. Cisco Technical Services
Keep your business running at peak performance 24x7
This slide is intended as a quick transitional slide, providing the high level TS value proposition.
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4. Industry Leading Support
Technical Services Proactively Maintain Network Health and Operations
Today, the network must work…no matter what
Your success depends on the ability to communicate, collaborate, and innovate in real time
In today’s economy, you need support and services that lower operating costs
Smart proactive and predictive services resolve issues faster and increase network uptime
This slide lays a foundation for the Customer Needs.

5. Cisco Technical Services
Contents
Lifecycle Approach
Business Benefits
Why Cisco Technical Services
More Protection Than Warranty
Industry Recognition
Smart Service Capabilities
Technical Services Portfolio
Be sure to modify the table of contents should you customize this deck for your purposes. 5

6. Meeting the Challenge A Lifecycle Approach to Service
Coordinated Planning and Strategy
Assess Readiness
Design the Solution
Prepare
Plan
Design
Customer
Partner
Cisco
To meet our customers needs and challenges, Cisco has developed the Cisco Lifecycle Services approach which defines the minimum set of activities needed by technology and by network complexity to help customers successfully deploy and operate Cisco technologies and optimize their performance.
This approach helps customers keep their network primed to meet new business challenges, leverage their network to enable collaboration and integration, and utilize their network as a total pervasive system.
By improving network total cost of ownership, business agility, and network availability, the Cisco Lifecycle Services approach helps customers increase the network’s business value and return on investment.
Transition:
Cisco Technical Services are the core of the Operate phase of the lifecycle. These services help protect your network investment, sustain network health, and maximize availability for systems running mission-critical applications.
Optimize
Operate
Implement
Operational Excellence
Maintain Network Health
Implement the Solution

7. Business Benefits Keep Your Business Running In Real Time
Increase network uptime and operational efficiency
Lower operational costs
Gain critical insight into network performance
Strengthen IT security and compliance
Strengthen IT security and compliance: Companies the world over are continually looking to help ensure they protect and have control over all devices gaining access to the company network, in compliance with ever tightening corporate security policies and also regulatory compliance. Corporate policy compliance can refer to business, legal and contractual requirements that an enterprise might need to observe. Regulatory compliance can refer to international standards: ISO 27002, ITIL, COBIT are some well-known international standards.  It can also refer to US regulations/laws:  SOX, GLBA, HIPAA, to International laws: BASIL [EU law]; to industry standards such as PCI.
Extend the value of your IT investments

8. Why Cisco Technical Services?
Consistently high customer satisfaction ratings
A global organization and community of partners help you maintain network health
Excellence in service supply chain, web-based support, and certification programs
Industry-leading web services (Web 2.0) and technology-enabled collaboration and personalization
Reputation and recognition for quality and effectiveness
Extensive proactive Smart Services functionality helps mitigate risk
Scalable, global support system
Widest range of services-supported network technologies in the industry
Automated troubleshooting tools and resources
Over 900+ part depots around the globe
Award-winning smart services for proactive network support
Recognized for industry-leading services innovation and support 8

9. More Protection Than Warranty
Service Support Contract
24/7 TAC access No
Yes
OS updates and upgrades
Application software updates and upgrades
Online technical resources
Hardware replacement in as little as 2 hours
Proactive diagnostics and alerts
Renewable contracts
In most cases, Cisco provides an industry standard 90 day limited warranty.
Companies sometimes mistakenly think of warranties as a potential substitute for a service contract. Warranties are short-term, generally 90 days, and limited to repair and/or replacement of the Cisco product.
A hardware warranty guarantees that the piece of hardware will be free of defects in material and workmanship under normal use or it will be replaced by Cisco, however it does not include the advance replacement options, TAC support, or unrestricted access to cisco.com available with a service contract.
While software warranty coverage is limited to guaranteeing that the media on which the software is furnished will be free from defects and that the application substantially conforms to the documentation, an application support services contract extends the life of your IT investment by providing entitlement to updates and upgrades as well as 24x7 access to TAC software engineers, diagnostic reports, and extensive self-help resources for online troubleshooting.

10. Cisco Services Industry Recognition
Consistently recognized for industry-leading services innovation and excellence
Best practices in service supply chain, web-based support, and certification programs
Industry Surveys
Certifications
Industry Awards
Awards updated January 2008
SUMMARY
Cisco has been honored with numerous awards for our support performance, engineer certifications, customer satisfaction levels, and web-based support capabilities. This recognition validates the results of our efforts to provide the highest quality service and consistently deliver new and enhanced programs and tools that improve the success of our partners and customers.
Industry Surveys
VAR Business Annual Report Card Survey: Cisco rates highest in post-sales support and quality of tech support in the areas of Security Appliances, Security Software, and VoIP. A great quote to share with you: “Partners say a main reason they're pleased with Cisco's support is that the vendor does what it says it will”.
CertCities (2005) – “Most Respected High-Level Certification” Readers’ Choice Award for the Cisco Certified Internetwork Expert (CCIE) program and for the 4th year in a row, “Best Overall Certification Program” winner-take-all.
CRN: TBA
Certifications
2007 Global ISO 9001 Certification (2007): ISO 9001 is a globally recognized quality standard that is required by over 80% of our customer base. The certification covers all functional organizations across 300 Cisco sites worldwide. Global ISO 9001 certification is a significant achievement for the Cisco team, as it validates our focus on customer satisfaction and a consistent customer experience. Cisco also complies with the ISO standard which helps to ensure product and services have the lowest possible environmental impact. 
Industry Awards
SSPA Hall of Fame Lifetime Achievement Awards (2007): Cisco Services earned its fifth STAR Award, sponsored by the Service & Support Professionals Association (SSPA) and was thus inducted into the SSPA Hall of Fame. Winning a Star Award reflects that Cisco and our support center have been acknowledged by peers as being among the best in the business.
SSPA STAR Awards for Service Excellence: Consumer Support (2008), Outstanding Improvement (2008), Partner Management, Enterprise (2007)
SSPA STAR Awards for Best Practices: Best Customer Commitment (2008), Best Embedded Product Support for Smart Call Home (2008), Best Service Delivery Optimization, Enterprise (2007), Customer Commitment, Enterprise (2007)
Kepner-Tregoe (KT) International Rational Process Achievement Award (2006): Awarded to Cisco Technical Services, Asia Pacific team, for Organizational Use of Process.
WBR – Worldwide Business Research (2006): High Touch Technical Support Service awarded for “Most Innovative Approach to Service Delivery.”
AberdeenGroup: TBA
Brandon Hall Excellence in Learning Awards (2007): Recognizes the best in innovative learning content, technology, and initiatives in workplace learning. Cisco awarded gold and silver in Custom Content category, and silver in Best Innovation in Learning Technology category.
SCM Logistics World (2006) – Awarded to Cisco Asia Pacific Service Supply Chain Delivery for supply chain innovation.
European Supply Chain Excellence Awards (2006) – Cisco Systems International B.V. recognized in the High Tech and Electronics Category.
8th Annual Corporate University Xchange Awards (2007): Cisco was the winner of the Exemplary Practice Award in “Learning Technology: Creating an effective learning environment through the use of technology.”
Association of Support Professionals (ASP) "Ten Best Web Support Sites" Award (2008) -- This award showcases excellence in online service and support. Cisco also belongs to ASP's Web Support "Hall of Fame," which honors websites that have been named among the "Ten Best" for at least four years.
The Localization Industry Standards Association (LISA) (2007) -- The Spanish and Japanese editions of the Cisco Support Website were recognized as one of the Best International Web Support Sites.
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11. Michael Takita Director of IT
“Nobody can match Cisco’s Technical Services. I measure all of our vendor’s support against their standards.”
Michael Takita Director of IT
Frank, Rimerman & Co. LLP
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12. Cisco Technical Services
CM, AD, JG to do notes
Cisco Technical Services
Cisco offers a broad range of traditional support services and proactive technical services Industry-leading support capabilities are at the core of the Cisco Technical Services
The Cisco Technical Services portfolio includes traditional support services and technology oriented services. Each service combines one or more of the 8 service capabilities to provide the best possible network reliability and application performance.
This slide is intended to transition into the “8 Capabilities” section of the presentation.
Note: this is an evolution from the traditional “4 pillars” to the 8 “industry-leading capabilities”.

13. Industry-Leading Support Capabilities
Proactive Intelligence - Smart Services
Smart Services infuse capabilities with proactive intelligence
Extended Performance Capabilities
Engineering/Operations Specialists
Remote Monitoring, Diagnostics, Alerts
Application
Software Updates & Upgrades
Security Threat Mitigation
OS Software Updates & Upgrades
Foundational Capabilities
Advance Hardware Replacement
Cisco Technical Services Portfolio is built on 4 award-winning foundational capabilities. To meet the expanding technology needs of our customers and to provide more robust services and support, Cisco has added extended performance capabilities.
All the capabilities benefit from proactive intelligence which Cisco and the services industry refer to as “smart services’’. This includes machine to machine diagnostics and discovery tools to detect issues and provide remediation steps to maintain network health and agility. Issues are resolved faster with diagnostic intelligence, alerts, and preemptive actions.
Cisco’s industry leading support is validated by industry recognition and consistently high customer satisfaction ratings. The Cisco Technical Services Portfolio offers a broad range of services with each service including a selection from the following 8 service capabilities for the best possible network reliability and application performance:
The following Foundational capabilities are included in almost every technical support service:
Technical Assistance from TAC: You have access to network and application software engineers for timely, issue resolution, available 24x7 for most services. Cisco CCIE are among the best in the industry with expertise is in a broad array of technologies.
Online Technical Resources: Access information anytime, anywhere with automated troubleshooting tools and technical knowledge library. Solve network issues without opening a case.
Advance Hardware Replacement: Select the delivery option that best meets your needs for time-sensitive replacement hardware to maintain your network. Optional onsite field engineer and field resources to install hardware.
OS Software Updates & Upgrades: Maintain the resiliency of your Cisco network and increase operational efficiency with up-to-date system software.
Extended Performance Capabilities are
Application Software Updates & Upgrades: Strengthen the functionality of your Cisco application with updates and expand functionality with major application upgrades
Remote Monitoring, Diagnostics, Alerts: Proactively improve network performance with comprehensive monitoring, diagnostics and alerts, issue resolution and day-to-day management.
Security Threat Mitigation: Security intelligence helps prevent, mitigate, and quickly remediate potential IT attacks.
Engineering/Operations Specialists: For more focused network support coverage, a High-Touch Operations Manager, High-Touch Technical Support Team, High- Touch Engineer, and an onsite field engineer are service options.
Online Technical Resources
Technical Assistance from TAC

14. Proactive Intelligence - Smart Services
Diagnostics and alerts provide proactive intelligence to strengthen each service capability
Cisco Diagnostics and Alerts help businesses resolve issues faster for greater network availability by:
Utilizing Smart Services functionality to gather intelligence at the device, network and operational levels to provide deep network diagnostics
Providing a continuous connection to Cisco that provides monitoring, real-time troubleshooting and alerts on select Cisco “call home” enabled devices.
Automatically generating a Cisco Service Request for severity 1 problems that includes associated diagnostics and is sent to the appropriate engineer at the Technical Assistance Center (TAC).
Giving the customer greater visibility into network performances through Call Home messages, diagnostics reports, recommendations, inventory, field notices, security advisories, and End-of-Life notices for select Cisco devices through a Web-based portal.
Comparing machine-to-machine diagnostics with Cisco intellectual capital to provide Cisco, partners, and customers with greater assurance through insight as well as foresight of network performance.
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15. Smart Services
Diagnostics and alerts provide proactive intelligence to strengthen each service capability
Diagnostics provide insight into network health
Discover
Predict
Alerts help enable issue resolution before network performance degrades
Cisco Diagnostics and Alerts help businesses resolve issues faster for greater network uptime by:
Utilizing Smart Services functionality to gather intelligence at the device, network and operational levels to provide deep network diagnostics
Providing a continuous connection to Cisco that provides monitoring, real-time troubleshooting and alerts on select Cisco “call home” enabled devices.
Automatically generating a Cisco Service Request for severity 3 problems that includes associated diagnostics and is sent to the appropriate engineer at the Technical Assistance Center (TAC).
Giving the customer greater visibility into network performances through Call Home messages, diagnostics reports, recommendations, inventory, field notices, security advisories, and End-of-Life notices for select Cisco devices through a Web-based portal.
Comparing machine-to-machine diagnostics with Cisco intellectual capital to provide Cisco, partners, and customers with greater assurance through insight as well as foresight of network performance.
Resolve
Proactive intelligence results in increased network uptime

16. Technical Assistance from TAC Resolve Issues Quickly
Direct access to Cisco Technical Experts
Highly-trained network and application software engineers worldwide
Computer science/electrical engineering degrees
Engineering staff averages 5 years of industry experience
CCIE professionals
Expertise in a broad array of technologies
24x7 global access by phone, web, or
Now let’s look at each of the capabilities in more detail:
Cisco TAC receives high marks from customers for quick, effective response and issue resolution.
With access to highly-trained customer support engineers, CCIEs, and R&D engineers, Cisco TAC complements a customer’s in-house staff with a high level of knowledge in voice, video, and data communications networking technologies. Its sophisticated call routing system quickly routes calls to the correct technology expert. The Cisco TAC is available 24 hours a day, 365 days a year in multiple languages via the Web, , or telephone. Each engineer averages 5 year of industry experience
1,030+ CCIE® professionals, broad expertise in Cisco technologies, ownership of complex issues, commitment to high quality customer experience -- rapid issue resolution
Transition: Advance hardware replacement is also handled efficiently on a global scale

17. Superior Service Worldwide
Global Center
Regional and Satellite Center
Globally consistent services
24-Hour Hardware Replacement coverage
KEY MESSAGE: Cisco is committed to providing superior, globally consistent services to its customers. The Cisco Technical Services organization along with our partners offers 24x7x365 worldwide support through engineers, tools, and knowledge to provide our customers with the ability to avoid problems, maximizes network utility, and expedite issue resolution.
With geographic coverage in over 120 countries, Cisco Technical Services and its partners and vendors have over 900 parts depots globally and access to globally deployed on-site field engineers. With this extensive coverage, we are able to deliver over 700,000 parts annually and repair over 500,000 parts. We manage over $4B investment in part replacement inventory which means that you don’t have to invest in spare parts.
And keep in mind that what you see on this map is ever-changing as we are expanding into new geographies including Emerging Countries even as we speak.
OTHER SPEAKING POINTS:
TAC
Backbone location- Centers that support the 24x7 WW rolling queues
Regional location- Centers that support a specific language or country
Satellite location- All others centers
Advance Hardware Replacement
Technical Support and Documentation Website
80% of all customer technical support issues are solved online
Over 240,000 Service Requests (SRs) solved online every month
Over 24 million page views per month (2007)
2.8 million software downloads per month (2007)
Global Coverage
Hardware replacement in over 120 countries
170,000 parts delivered quarterly
220,000 service requests quarterly

18. Online Technical Resources Increase Productivity
Solve issues with online resources
Anytime Access to Information
Automated troubleshooting tools
Personalized content and solutions
Collaborative Support Wiki
Over 80% of all network issues solved online
Cisco.com - This award-winning web site provides 24 hours a day access to a comprehensive collection of online product and technology information, interactive network management and troubleshooting tools, and empowering knowledge transfer resources that can help customers reduce costs by increasing staff expertise and productivity. 85% of customer respondents in a recent survey stated that the Cisco Support website helped them resolve a network issue* – compared to an industry average of 29%** -- avoiding the need to open a case.
Information on Cisco certifications help to keep your staff aware of this highly valued training.
Technical Support and Documentation Website
Over 275,000 Service Requests solved online every month
Over 24 million page views per month
3+ million software downloads per month
(Information is based on 12-month average ending July 2008)
* Source: Walker survey on Cisco technical services, 2007
** Source: Service & Support Professionals Association (SSPA) research
Lower Operating Expenses
Faster issue resolution
Open and track service requests online
Improve Staff Competencies
Extensive technical knowledge library
Certification training information

19. Advance Hardware Replacement Maintain Network Operations
Time-sensitive delivery of replacement hardware
Globally consistent, remote and onsite support
Exceptional diagnostic and part-sparing programs
Advance Hardware Replacement - Advance Replacement and onsite field engineer options supply fast access to replacement hardware and field resources for installing hardware to minimize the risk of potential network downtime.
Next business day, 4 hour and 2 hour delivery options.
Cisco is committed to providing superior, globally consistent services to its customers. The Cisco Technical Services organization along with our partners and vendors offer Advance Hardware Replacement support to help our customers maximize network utility and expedite issue resolution. Because Cisco and its partners are completely integrated from a system perspective, our customers receive consistent global delivery of remote and onsite support to improve their network availability.
Depending upon a number of factors (redundancy, sparing, role in the network),  each device has its own individual criteria for support.  Core devices may require the most aggressive options, while others may not be mission-critical, may be backed-up by redundant gear, or might be spared internally and might only require a next business day solution.  Our flexible range of replacement options ensures that we can provide the right support for your needs.
170,000 parts delivered quarterly
220,000 service requests quarterly
Coverage in over 120 countries
1000+ fulfillment depots
Flexible replacement options to meet your support needs
Minimize the risk of potential network downtime

20. OS Software Updates and Upgrades Maintain the Resiliency of Your Cisco Network
Protect your OS investment
Increase performance of current features
Add new functionality, often without additional hardware investment
OS Software Support - Offers maintenance, minor and major updates for licensed feature set. Downloading new maintenance releases, patches, or updates of Cisco OS Software will enhance and extend the life of Cisco devices. Major OS software updates can maximize application technology investments by:
Increasing the performance of current functionality
Adding new functionality that, in many cases, requires no additional hardware investment.
Enhancing network and/or business application availability, reliability, and stability
Enhance availability and stability of your network and business applications
Extend the life of Cisco devices

21. Application Software Updates and Upgrades Strengthen the Functionality of Your Cisco Applications
Maintain the stability of your network and access to critical business applications
Strengthen availability, functionality, and reliability of applications
Resolve technical issues faster with access to application specialists
Application software support services provide different capabilities than are available through Cisco SMARTnet Service. SMARTnet provides maintenance and support services for Cisco hardware and operating system software. Software Application Support (SAS) and Software Application Support plus Upgrades (SASU) provide support for Cisco’s application software for network management, security application, mobile wireless, storage networking, and other networking applications. Cisco Unified Communications Essential Operate Service for Software provides application software support for Cisco Unified Communications solutions.
Strengthen the availability, functionality, and reliability of Cisco application software:
Cisco develops, tests, and provides application software update releases to maintain the stability of existing systems and keeps networks current on their release level. Work around patches for software defects, maintenance releases, and application software releases are made available for easy download from Cisco.com or via CD-ROM shipment to help you maintain efficient, highly-available application performance.
Resolve technical issues faster with access to application specialists:
Customers with application software support contracts have access to technical specialists through Cisco’s Technical Assistance Center 24x7x365 who are trained to support your Cisco network application by the software developers. They interact to help speed problems resolution or create timely workarounds.
Build in-house expertise with access to online resources:
Through access to Cisco’s application knowledge base and application tools, in-house resources can resolve known problems faster through access to these tools ensuring high uptime while educating in-house personnel. Web tools in Cisco.com such as software advisor, bug toolkit, error message decoder, wikis, and output interpreter help in-house resources quickly find and resolve known problems. Web resources can provide out-of-hours support and the ability to support new problems.
Increase application functionality with major upgrade releases:
For customers with SASU, Cisco software application services publishes major upgrades that usually include new features and functionality that protect and enhance you investment in Cisco software applications. UC customers with ESW can add a Unified Communications Software Subscription to their ESW service to receive access to application upgrades.
Build in-house expertise with access to online resources
Increase application functionality with major upgrade releases

22. Application Support Complements Hardware Support
OS software support is separate from application software support
Application Software Support Services
Hardware Support Services
Advance Hardware Replacement
OS Software Updates & Upgrades
Application
Software Updates & Upgrades
For complete coverage, application software services should be added to hardware support
When both Cisco hardware and software are included in your solution, it’s important to know that for complete support coverage, customers need both the appropriate application software support service and Cisco SMARTnet Service or SP Base. Combined, Cisco Application Support services and SMARTnet and SP Base provide comprehensive product level support services for solutions that include both product and application components. In most cases, SMARTnet does not cover application software. Cisco SMARTnet and SP Base cover hardware and OS software.
Cisco Application Services help you fill in support gaps by offering maintenance releases and patches, minor update releases, and for select plans, major software upgrade releases.

23. Remote Monitoring, Diagnostics and Alerts Proactively Manage Network Performance and Reliability
Improve uptime and operational reliability through full service network management
Detect and resolve issues often before performance is impacted
Gain network visibility through personalized web portal
Remote Monitoring, Diagnostics and Alerts capabilities offer a secure connection between Cisco and your network. For mission critical networks or devices, you have peace of mind that experts are monitoring your network to detect issues before they affect business.
Several services include this proactive capability such as:
SMARTnet (with Smart Call Home feature)
Remote Management Service
SmartCare
You can focus your IT resources on core business strategies instead of ongoing network management
Utilize out-tasking approach while retaining control of your network
Streamline support staffing
Ease advanced technology adoption

24. Security Threat Mitigation Protect Network, Data and Business Continuity
Proactively maintain the integrity of sensitive information and increase network uptime with security intelligence
Identify, monitor, and remediate security threats
Web-based reporting of personalized network threat alerts
Cisco Security Threat Mitigation: This capability provides proactive security, diagnostic alerts and remediation to help businesses protect their networks against threats, allowing them to respond quickly and effectively against the a malicious or damaging attack.
This capability is included in services such as:
IntelliShield
Intrusion Prevention
Cisco Security Center ( is the external face of Cisco Security. It provides early warning intelligence, threat analysis, and proven mitigation techniques. It incorporates Cisco Security alerts (PSIRT), vendor-neutral assessments, and SenderBase outbreak information from IronPort as well as mitigation documents, technical information and guidance.
Select the services that best address your security needs to help you with:
Effectively maintain integrity and privacy of sensitive information
Maximize availability and reliability of network
Control expenses through increased stability of network operations
Minimize the potential economic impact of business disruptions
Mitigate risk by enabling planned security management
Defend against evolving security threats
Receive customized, timely, accurate, vendor-neutral security intelligence
Get information on the latest security threats with signature file updates

25. Engineering and Operations Specialists Maintain Business Critical Operations
Receive personalized attention from experts to solve issues quickly
Priority Response
Expedited access to specialized engineers
Personalized Service
Designated operations manager
Designated engineer with comprehensive knowledge of your network
Engineering and operations specialists are available to support your mission critical business needs.
This capability is offered in the following services:
An onsite field engineer is offered as a specialized option in Cisco SMARTnet Service
Cisco Focused Technical Support Service offers three priority service levels:
Operations Management Specialist
Access to specialized TAC engineers
Designated Network Engineer
Your issues receive priority, personalized attention delivered by specialized experts.
Onsite Experience
SMARTnet onsite field engineer
Onsite hardware replacement

26. Cisco Technical Services Portfolio

27. The Right Services to Meet Your Needs Services Designed for Business Segments
Small and Medium Business
Large Business
Service Provider
Cisco offers an array of services to help you maintain the health of your network for
Greater network availability.
Customers may choose the type and level of service that best supports their business needs.

28. Technical Services* for Small and Medium Business (SMB)
SMB Smart Business Services
Cisco SMARTnet Service
Cisco Smart Care Service
Cisco Smart Foundation Service
Additional Services
Cisco Services for Integrated Service Routers (ISR)
Cisco Security IntelliShield Alert Manager Service
Cisco Software Application Support Services
SMARTnet Service for Smart Business Communication Systems (SBCS)
IMPORTANT NOTE TO PRESENTERS: Since Smart Care is not sold by Cisco directly to customers, please be sure to note that Smart Care may be an ingredient to a different/larger service offering that may not have the “Smart Care” name.
Cisco offers an array of services to help you maintain the health of your network for
Greater network availability.
Customers may choose the type and level of service that best supports their business needs.
*Select the Service to View More Details

29. Technical Services for Large Businesses Services Support the Following Technologies
Data Center
Unified Computing
Network Management
Routing and Switching
Security/Physical Security
TelePresence
Video
Voice and Unified Communications
Mobility/Wireless
Cisco offers an array of services to help you maintain the health of your network for
Greater network availability.
Customers may choose the type and level of service that best supports their business needs.
*Select the Service to View More Details

30. Technical Services for Service Providers Services Support the Following Technologies
Data Center
Unified Computing
Linksys One Service Node
Metro Ethernet
Network Management
Routing and Switching
Security
TelePresence
Video
Voice and Unified Communications
Wireless (Specifically Mobile Wireless)
Cisco offers an array of services to help you maintain the health of your network for
Greater network availability.
Customers may choose the type and level of service that best supports their business needs.
*Select the Service to View More Details

31. Cisco Technical Services Purchase and Support Options
Cisco Services
Purchase direct from Cisco or partner, support delivered by Cisco
Collaborative Services
Purchase from partner, support delivered by partner and Cisco collaboratively
Partner Services
Purchase from partner, support delivered by partner
Cisco and its certified partners sell and deliver network services to customers and provide methodologies, processes, and tools to promote the highest level of customer satisfaction.
Cisco Services
Sold by Cisco and support delivered by Cisco or
sold by Cisco partner and support delivered by Cisco
Collaborative Services
Sold by partner, support delivered by partner together with Cisco
Partner Services
Sold by partner, and support delivered by partner

32. Why Cisco Services
Cisco Services make networks, applications, and the people who use them work better together.
Today, the network is a strategic platform in a world that demands better integration between people, information, and ideas. The network works better when services, together with products, create solutions aligned with business needs and opportunities.
The unique Cisco Lifecycle approach to services defines the requisite activities at each phase of the network lifecycle to help ensure service excellence. With a collaborative delivery methodology that joins the forces of Cisco, our skilled network of partners, and our customers, we achieve the best results.

34. Back-Up Slides

35. Cisco SMARTnet Service
Anytime access to Cisco engineers and extensive technical resources for rapid issue resolution
Customer Profile
Sales and Delivery
Service Capabilities and Features
Any size business, any number of Cisco devices
Network is critical to mission critical
Skilled IT staff who require direct access to Cisco engineers and want flexible device-level coverage
Sold by Cisco and Certified Partners, delivered by Cisco
Advance hardware replacement— (NBD, 2-hour, 4-hour and/or onsite engineer)
24 x 7 global access to the Cisco TAC for help with configuration, diagnostics, recommendations
Cisco.com knowledge base and tools
Smart Call Home proactive diagnostics and real-time alerts on select devices
OS software updates and upgrades
As networks evolve and critical business processes, systems, and services are added, the consequences of downtime increase dramatically. When a problem occurs that can disrupt business continuity, IT departments are under intense pressure to resolve the issue as quickly as possible before it can affect the business.
Cisco SMARTnet Service facilitates rapid problem resolution and improves operational efficiency through a combination of expert troubleshooting assistance, online tools, and flexible device coverage options. Customers experience the benefits of greater network availability while reducing operating costs.
Anytime access to Cisco engineers and technical resources
Cisco SMARTnet Service is an award-winning technical support service that offers direct, anytime access to Cisco engineers and an extensive range of technical resources. Cisco SMARTnet delivers rapid issue resolution, flexible device-by-device coverage, and premium service options to help maximize operational efficiency.
Global access 24 hours a day, 365 a year to specialized engineers in the Cisco TAC
Anytime access to the extensive Cisco.com online knowledge base, resources, and tools
Next-business-day advance hardware replacement (premium service level options for 2-hour and 4-hour replacement also available)
Ongoing operating system software updates and upgrades
Proactive diagnostics and real-time alerts on select devices with Smart Call Home*
In addition, Cisco SMARTnet Onsite Service is an option that provides a field engineer to install replacement parts at your location and help ensure that your network operates at the highest levels.
This service is appropriate for any sized network and is a Cisco delivered service.
* Smart Call Home is an embedded SMARTnet support feature, available on select devices at no additional cost. Provides proactive diagnostics, real-time alerts, and remediation steps for issue resolution. Often, problems are solved before business is affected.

36. Cisco SMARTnet for Smart Business Communication Systems (SBCS)
Anytime access to Cisco engineers for rapid issue resolution and complete, solutions-level technical support for Smart Business Communications Systems
Customer Profile
Sales and Delivery
Service Capabilities and Features
Voice network is mission critical to business
Needs responsive support with device level coverage that meets budget requirements
Small business up to 48 network users
Sold by Cisco and Certified Partners, delivered by Cisco
24 x 7 global access to the Cisco Technical Assistance Center (TAC) for help with configuration, diagnostics, recommendations
Advance hardware replacement—(NBD, 2-hour, 4-hour and/or onsite engineer)
Application and operating system software updates and upgrades
Access to the extensive Cisco.com knowledge base and tools
Cisco SMARTnet Service for SBCS provides the following:
Around-the-clock, global access to the Cisco Technical Assistance Center (TAC) for help with configuration, diagnostics, and recommendations
Next-business-day advance hardware replacement (premium options available such as 2-hour and 4-hour replacement)
Ongoing application and operating system software updates and upgrades
Access to the extensive Cisco.com knowledgebase and tools

37. Cisco Smart Care Service
Technical support combined with proactive monitoring and assessments keep networks secure, and running optimally
Customer Profile
Sales and Delivery
Service Capabilities and Features
Businesses with 50–600 network users and up to 105 devices*
Network is critical to business
Limited IT expertise; wants network-level coverage
Sold Certified Partners, delivered collaboratively by Cisco and partners
Proactive network-wide monitoring, assessments, and notifications
Advance hardware replacement—NBD or 4 hour option
24 x 7 partner access to TAC
Cisco.com knowledge base and Smart Care Portal
Operating system software updates and upgrades
Software application updates
IMPORTANT NOTE TO PRESENTERS: Since Smart Care is not sold by Cisco directly to customers, please be sure to note that Smart Care may be an ingredient to a different/larger service offering that may not have the “Smart Care” name.
*Cisco Smart Care Service is available in select locations
**Number of devices may vary depending on device specifications.

38. Cisco Smart Foundation Service
Maintain network reliability and minimize disruption to business with entry-level technical support service
Customer Profile
Sales and Delivery
Service Capabilities and Features
Businesses with data only networks, SMB-class products, and fewer than 250 network users (~50 or fewer network devices)
Network is important, but not mission critical to business
Needs responsive support with device level coverage that meets budget requirements
Sold by Cisco and Certified Partners, delivered by Cisco
Advance hardware replacement—NBD
Access to SMB TAC Call-back service during normal business hours (8am–5 pm)
Response within one business day (varies per region)
Cisco.com SMB knowledge base
Online network troubleshooting tools designed for SMBs
Operating system software updates
Formerly called SMB Support Assistant, Cisco Smart Foundation Service is an entry level program that provides essential support for small and medium businesses to maintain network reliability and minimize disruption to business.
Cisco Smart Foundation Service does not support Voice products.

39. Cisco Software Application Support (SAS) Plus Upgrades (SASU)
Strengthen availability, functionality and reliability of Cisco software applications with updates and upgrades combined with access to Cisco software application specialists
Customer Profile
Sales and Delivery
Service Capabilities and Features
Any size business, any number of Cisco devices
Network is critical to mission critical
Needs responsive support
Sold by Cisco and Certified Partners, delivered by Cisco
Registered access to Cisco.com
24 x 7 x 365 access to Cisco Technical Assistance Center (TAC)
Application software updates
Application software upgrades (SASU only)
Cisco Software Application Support Services are essential to keeping your business-critical applications available, secure, and operating optimally. They strengthen the functionality and reliability of Cisco software applications through access to Cisco’s latest software updates, online tools, and communities that help you solve issues quickly to keep you business operating smoothly and enrich the value of your network investment.
Support for a range of Cisco application software products
Software Application Support (SAS) and Software Application Support plus Upgrades (SASU) provide support for Cisco’s application software for network management, security application, mobile wireless, storage networking, and other networking applications.
SAS delivers timely, uninterrupted access to Cisco’s latest software application updates, including bug fixes, maintenance, and minor releases for the covered software application as well as 24-hour technical assistance from the Cisco Technical Assistance Center (TAC) and unrestricted access to a wide range of online tools and communities that help you solve issues quickly.
SASU delivers all of the components of SAS, plus major upgrade releases that might include significant architectural changes and new features and functionality.

40. Cisco Focused Technical Support Services
Expedite issue resolution with priority handling of network operations issues from designated Cisco team of network experts who have comprehensive knowledge of your network
Customer Profile
Sales and Delivery
Service Capabilities and Features
Network is mission critical to business
Customer has own IT staff for day to day support but wants Cisco experts to focus on rapid issue resolution
Sold by Cisco, delivered by Cisco
High-Touch Operations Management Service Designated Operations Manager responsible for case management, regular conference calls, data analysis, instructional sessions, major customer event notification (8x5)
High-Touch Technical Support Service 24 x 7 priority access to Cisco specialized technical support team
High-Touch Engineering Service Designated engineer provides network level problem resolution (8x5), problem root-cause analysis,  and software referrals
Cisco Focused Technical Support offers 3 levels of increasingly personalized, priority service. Each service level extends the coverage of the previous level.
A valid SMARTnet or SP based contract on all network equipment is required.
This premium expedites problem-resolution time with accelerated access to industry leading network specialists who help you manage large or sophisticated Cisco networks
Your designated Cisco team of network experts have comprehensive knowledge of your network and understand you business requirements

41. Cisco Security IntelliShield Alert Manager Service
Easily access and receive timely, vendor-neutral intelligence about potential threats and vulnerabilities in your environment
Customer Profile
Sales and Delivery
Service Capabilities and Features
Network is mission critical to business
Needs proactive support for a more secure network
Sold by Cisco and Certified Partners, delivered by Cisco
Updates on threats and vulnerabilities that may impact network enabling devices, software, or IT infrastructure
Built-in tools to proactively manage intelligence within organizations
Configurable portal with flexible service packages
Detailed information; historical coverage of approximately 10,000 alerts
Correlation of Cisco IPS signatures
Cisco Security IntelliShield Alert Manager Service provides a comprehensive, cost-effective solution for delivering the intelligence that organizations need to identify, prevent, and mitigate IT attacks. This customizable threat and vulnerability alert service provides security staff with access to timely, accurate, and credible information about threats and vulnerabilities that may affect their environment. Organizations can save time researching threats and vulnerabilities, and focus more on taking a proactive approach to security.
Features
Continuous threat and vulnerability updates
Customized notifications that deliver tailored information relevant to IT needs
Actionable alert intelligence analyzed and validated by security analysts to assist in proactive prevention
Integrated, easy to use tools for easy management of remediation efforts
Comprehensive intelligence information including historical coverage of over 14,000 alerts

42. Cisco Remote Management Services
Expedite issue resolution with priority handling of network operations issues from designated Cisco team of network experts who have comprehensive knowledge of your network
Customer Profile
Sales and Delivery
Service Capabilities and Features
Medium to large enterprises that want system-level management
Network is critical to business
Limited IT resources/Needs assistance with operating network
Sold by Cisco, delivered by Cisco
Global network operations centers provide day-to-day network management
Available for Unified Communications, TelePresence, Data Center, Contact Center, DMS, Security, and Foundation Technology
Incident Management
Configuration Management
Problem Management
Release Management
Change Management
Security Admin
Cisco Remote Management Services (RMS) simplify the adoption and ongoing management of Cisco Advanced Technologies while enhancing the business benefits and significantly reducing Total Cost of Ownership (TCO). Built upon the principles of co-management and outtasking, Cisco RMS offer a happy medium between complete outsourcing and self-management strategies. A team of experts proactively monitors the network from our Global NOC 24 hours per day, 365 days per year, responding to incidents and taking the lead in co-managing the network. Cisco becomes an extension of the internal IT team and the customer retains access and control. Together, we anticipate, identify, and resolve issues and we do it faster, more accurately, less expensively, and with more visibility. An innovative management portal provides a constant, detailed view of network health as well as the actions of the Cisco team. IT staffing is simplified and the customer is able to focus resources on core business strategies instead of ongoing network management, leveraging the full business benefits of Cisco advanced technologies.

43. Cisco Services for Integrated Service Routers (ISR)
Integrated Service Router (ISR) bundles take advantage of ISR features such as tightly integrated voice applications and wire-speed performance
Customer Profile
Sales and Delivery
Service Capabilities and Features
Voice network is mission critical to business
Needs responsive support with device level and application coverage
Sold by Cisco and Certified Partners, delivered by Cisco
All the components of Cisco SMARTnet
All the components of SASU for voice applications
Technical Services maintenance bundles are available for the Cisco 2800 and 3800 series integrated services routers (ISRs) with voice applications. These bundles combine hardware support services such as Cisco SMARTnet Service and SP Base with Software Application Support plus Upgrades in a single bundle.

44. Cisco Services for Intrusion Prevention Systems (IPS)
Get up-to-date security intelligence, signature file updates, and comprehensive support for your Cisco IPS
Customer Profile
Sales and Delivery
Service Capabilities and Features
Network is mission critical to business
Customer has own IT staff for day to day support but wants Cisco experts to focus on rapid issue resolution
Sold by Cisco and Certified Partners, delivered by Cisco and partners
Advance hardware replacement—(NBD, 2-hour, 4-hour, onsite)
24 x 7 direct customer access to Cisco Engineers at the TAC
Cisco.com knowledge base and tools
Operating system and application software updates and upgrades
Signature file updates
IPS Search Access
As an integral part of the Cisco Self-Defending Network, Cisco Services for IPS protects and enhances the effectiveness of the Cisco Intrusion Prevention System. Supported products include Cisco IPS 4200 appliances and blades for Catalyst 65xx switches and ISR routers,  Adaptive  Security  Appliances  (ASA5500 with IPS modules), and ISR routers with IPS integrated in IOS security feature sets. 
Cisco Services for IPS helps prevent business-crippling attacks, helps customers maintain the integrity and privacy of sensitive information and maximize the availability, reliability, and stability of their network while controlling operating expenses, and reduce attack damage.
It provides frequent and timely threat protection updates (IPS signature  file and detection engine updates) and Cisco SMARTnet support deliverables (advance hardware replacement, OS updates and upgrades within your feature set, access to TAC and online support resources) in one comprehensive service offering. It provides access to Cisco IPS Search Access feature for detailed research on the latest threats and vulnerabilities correlated with IPS signatures.   
Supported by the Cisco Global Security Research and Operations organization, Cisco Services for IPS delivers continuously updated, comprehensive, and accurate detection technology to identify and block fast-moving and emerging threats before they damage your computing assets.
Service Sales and Delivery
Sold by Cisco and certified partners
Hardware and OS services delivered by Cisco and partners
Signature updates and IPS Search Access delivered by Cisco
The IPS Search Access Feature allows customers with an active IPS Subscription Service contract to access the IntelliShield Alert Manager Service database of security threats and vulnerabilities. Access is provided on a per-device basis (using the IPS License file or serial number per Cisco IPS device). NOTE: It's not as proactive as having the full IntelliShield Service which includes a portal and the ability to really customize your information, but it's still very useful and valuable.

45. Cisco TelePresence Essential and Select Operate Service
Get system level support to deliver a seamless experience across the Cisco TelePresence System, providing high availability, reliability and operational efficiency
Customer Profile
Sales and Delivery
Service Capabilities and Features
Real-time, face-to-face virtual meetings are critical to business
Needs highly responsive full support
Sold by Cisco and Certified Partners, delivered by Cisco
Essential Operate Service Anytime access to highly trained professionals
Optional onsite technician for hardware replacement
Application software updates
Registered access to Cisco.com knowledge base
Advance hardware replacement: NBD, 8x5x4, and 24x7x4
Select Operate Service Remote Management maximizes solution availability
Expert Incident Management
Utilization and Management Reporting
Configuration and Change Mgmt
Minor Software Upgrades
End User Help Desk (Concierge)
Cisco TelePresence Essential Operate Service
This system-level technical support - whether provided by Cisco or by Cisco certified ATP partners - can help enterprises quickly and cost-effectively resolve issues with any aspect of the Cisco TelePresence solution and safeguard all of the critical components.
Cisco TelePresence Select Operate Service
Cisco people, processes, and tools function as an extension of your IT team. We take the lead in co-managing your Cisco Telepresence network around the clock, lowering TCO, enhancing business benefits, and allowing you to focus on your core business without giving up control of your network. The service includes an option of real-time administrative and user-level support with the Cisco TelePresence Remote Assistance Service.

46. Cisco Unified Communications Essential Operate Service
Maintain the high availability, security, and operational efficiency of your Cisco Unified Communications network
Customer Profile
Sales and Delivery
Service Capabilities and Features
Any size business deploying Cisco Unified Communications that wants to promote greater operational reliability
Sold by Cisco and Certified Partners, delivered by Cisco and partners
24 x 7 direct customer access to Cisco Engineers at the TAC
Cisco.com knowledge base and tools
Software Application Support and Minor Updates
(Cisco SMARTnet Service can be purchased separately for hardware and OS support)
Upgrade Major upgrades require both Essential Operate and Unified Communications Software Subscriptions
The service is composed of two options:
● Unified Communications for software applications support
● Unified Communications software application and server support
Cisco Unified Communications software-only application support includes:
● Full-time telephone and remote technical and maintenance support services
● Maintenance and minor release updates
● Cisco.com knowledge base, including access to Software Advisor, Technical Assistance Center (TAC) Case Collection, My Tech Support, Output Interpreter, peer-to-peer online forums, and the TAC newsletter
Cisco Unified Communications software application and server support includes all of the preceding features plus:
● Advance hardware replacement (with the option of an onsite field engineer)

47. Cisco Unified Communications Software Subscription
Enhance your communications system and increase business value with an economical and timely approach to upgrade to the latest Cisco UC software applications
Customer Profile
Sales and Delivery
Service Capabilities and Features
Any size business deploying Cisco Unified Communications that wants to promote greater operational reliability
This is a product not a service. To receive service for your Cisco Unified Communications system, see Cisco UC Essential Operate Service
Major software version upgrades of various Cisco Unified Communications products 1-, 2-, or 3-year subscription
Requires the purchase of Cisco UC Essential Operate Service
Must be purchased within 90 days of an initial system purchase
With a Cisco Unified Communications Software Subscription, you can:
Effectively plan and predict budgets for a number of years
Maximize the return on your software investment
Increase organizational efficiency
Maintain competitive advantage in a challenging economy
This subscription service complements Cisco Unified Communications Operate Services, which provides software updates to make sure your applications run smoothly. You also get 24-hour access to a team of Cisco engineers and certified partners who can quickly identify and resolve Cisco Unified Communications application software problems.
The Cisco Unified Communications Software Subscription is also included in Cisco Unified Workspace Licensing, which provides you with the most cost-effective way to deliver unified communications to every user in the organization. It includes access to a broad range of unified communications products and services, including all client and server software and upgrades.

48. Cisco SP Base Service
Cisco SP Base support, offered specifically for service providers, offers the first step in providing the support needed to keep production networks up and running
Customer Profile
Sales and Delivery
Service Capabilities and Features
Service Providers who have a production network that delivers services to their customers
Network is mission critical to business
Needs responsive support with device level coverage
Sold by Cisco, delivered by Cisco
Registered access to Cisco.com
Access to Cisco TAC
Cisco OS Software updates
Advance hardware replacement (option)
Onsite field engineer (option)
Cisco SP Base Service is designed to meet the needs of service providers. Cisco SP Base helps improve network availability as well as reduce security and downtime risks for systems running mission critical applications by delivering:
Around-the-clock, global access to the Cisco Technical Assistance Center (TAC).
Registered access to the extensive Cisco.com knowledge base and online tools.
Ongoing operating system software updates and upgrades.
Proactive diagnostics and real-time alerts on Smart Call Home enabled devices such as the Cisco Catalyst 6500 Series Switches.
Advance hardware options include 2-hour, 4-hour, Next-business-day, and Return to Factory as well as a no hardware replacement option
Option available for onsite Cisco field engineer to install replacement parts at your location. Cisco SP Base Onsite implements Cisco technology expertise and practices to help ensure that your network operates at the highest levels.
Cisco SP Base Service connects you directly to the Cisco TAC, staffed by Cisco professionals certified in a broad range of Cisco foundational, Service Provider and advanced technologies.
Cisco SP Base Service is delivered by Cisco.

49. Technical Services for Large Business
Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels
Cisco Software Application Support (SAS) Service Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists
Cisco Software Application Support plus Upgrades (SASU) Service Increase application functionality with major upgrade releases in addition to regular updates and access to Cisco software application specialists
Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite
Cisco Foundation Technology Remote Management Services Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem isolation and resolution, and repair oversight

50. Technical Services for Large Business Routing and Switching
Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels
Cisco Software Application Support (SAS) Service Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists
Cisco Software Application Support plus Upgrades (SASU) Service Increase application functionality with major upgrade releases in addition to regular updates and access to Cisco software application specialists
Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite
Cisco Foundation Technology Remote Management Services Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem isolation and resolution, and repair oversight

51. Technical Services for Service Provider
Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices.
In addition to the benefits of Cisco SMARTnet service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels.
Cisco SP Base Service Receive the support you need as a Service Provider (SP), to keep your production network up and running. SP Base Onsite is also available.
Cisco Software Application Support (SAS) Service/SASU Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists. Option for major upgrade releases (SASU).
Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace wit your critical business demands. SMARTnet or SP Base is a prerequisite.

52. Cisco Unified Communications Services
Cisco SMARTnet Service (Hardware and OS) (Hardware and OS) Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices.
Cisco Unified Communications Essential Operate Service (ESW) Maintain the high availability, security, and operational efficiency of your Cisco Unified Communications network applications.
Cisco Unified Communications Software Subscription Enhance your communications system and increase business value with an economical, timely approach to upgrading to the latest Cisco technology. (software product only, support not included).
Cisco Services for Integrated Service Routers Device level support includes application coverage for integrated service router (ISR) bundles to take advantage of tightly integrated voice applications and wire-speed performance.
Cisco Unified Communications Remote Management Services Comprehensive managed service solution that provides monitoring, issue resolution, and 24-hour management of converged network infrastructure.

53. Cisco Unified Computing Services
Unified Computing Warranty Plus Offers flexible advanced parts replacement coverage, including an option for around-the-clock onsite parts replacement in as little as two hours. You can access Cisco support professionals anytime to determine if a hardware RMA is required. Includes BIOS and driver updates and Unified Computing Server Manager (UCSM) software updates and upgrades.
Unified Computing Support Service Expert technical support for entire Cisco Unified Computing System, including triage for hardware and software integration issues. You get proactive diagnostics, real-time alerts, and around-the-clock access to Cisco’s award-winning TAC from anywhere in the world. Includes flexible hardware replacement options, ongoing updates of Cisco software, and access to online technical resources to help you maintain optimal efficiency and uptime of your Unified Computing System. If you purchase your server operating system or virtualization software from Cisco, you get 24-hour support for that third party software as well.
Unified Computing Mission-Critical Support Service Includes everything in the Unified Computing Support Service plus an assigned technical account manager to provide a single point of contact for all your support issues and direct access to high-level Cisco TAC engineers. You also have the option of bringing a field engineer onsite to help you proactively address potential issues.
Cisco simplifies the service experience by aligning with a company’s data center infrastructure to deliver reliable and proactive system support. Get fast parts replacement and reliable, proactive system support.
Unified Computing Warranty and Technical Support Services:
Warranty
1 year parts coverage
8x5xNBD parts replacement
90 day SW warranty on media
Download BIOS and Driver updates
Warranty Plus
Onsite parts replacement options—(8x5xNBD, 8x5x4, 24x7x4, 24x7x2)
Global 24x7 remote access to determine if RMA required
Download SW updates and upgrades for Unified Computing Server Manager (UCSM)
Unified Computing Support Service
Global 24x7 TAC access
Triage for HW and SW integration issues
24x7 Support for 3rd party OS and VMware (if purchased with UCS)
Proactive diagnostics
UCSM updates and upgrades
Mission Critical Support Service
Support Service Plus:
Technical Account Manager
Direct access to Level 2 Engineer
Field Support Engineer option

54. Cisco Technical Services for Security
Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service (Prerequisite for Cisco Security Services) For hardware and OS support on your security products other than IPS solutions. Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels.
Cisco Security IntelliShield Alert Manager Service Easily access and receive customized, timely, accurate, vendor-neutral security intelligence without time consuming research to prevent, mitigate, and help quickly remediate potential IT attacks.
Cisco Services for Intrusion Prevention Systems Keep your Cisco IPS solution current on the latest threats with timely information, signature file updates, and comprehensive support so malicious or damaging traffic is accurately identified, classified, and stopped.
Cisco IPS Signature Management Service (US and Canada Only) Manage a rapidly changing security environment with remote release management and remote signature tuning of your Cisco IPS.
Cisco Security Remote Management Services Cost-effectively manage security across your entire network by monitoring and managing access control, intrusion prevention systems, and your virtual private network infrastructure.

55. Cisco TelePresence Services
Cisco TelePresence Essential Operate Service Maintain the high availability, security, and operational efficiency of your Cisco TelePresence solution with system level support.
Select Operate is the Remote Management Service for TelePresence Ensure the high availability, security, and operational efficiency of your Cisco TelePresence solution with proactive system level monitoring, incident, configuration and change management with utilization and management reporting. Single point of contact for everyday issues via optional Remote Assistance Service.