Cisco Solution Support

Transcription

1 Service Definition Solution Support Service Provider Solutions Service Definition October and/or its affiliates. All rights reserv ed. This document is Public Information. Page 1 of 14

2 Contents About This Document...3 Solution Support Overview...4 Service Provider Product and Solution Eligibility and Engineer Expertise...5 and Solution Partner Product Coverage...6 Products...6 Accountable Products...6 Solution Partner Accountable Products...6 Customer Requirements...7 Processes for Resolving Solution-Level Issues...8 Opening a Solution Support Case for or Solution Partner Products...8 Working w ith Solution Support Engineers...9 Eligible Products and Coverage Levels for Named Service Provider Solutions...10 Coverage Limitations and Exclusions for Service Provider Solutions and/or its affiliates. All rights reserv ed. This document is Public Information. Page 2 of 14

3 About This Document Read this document to learn about how Solution Support covers our service provider solutions, including: Service overview What solutions and products are covered Customer requirements How the service works 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 3 of 14

4 Solution Support Overview Solution Support is an essential element of your solution by helping you maintain its performance, reliability, and return on investment. This service delivers centralized support across the and solution partner products in your solution deployments. If an issue arises, simply contact us. Our team of solution experts is your primary point of contact and owns your case from first call to resolution. And because Solution Support resolves complex issues on average 43 percent more quickly than product support alone, 1 it s the right kind of support for your solution environment. Solution Support helps you: Innovate with confidence: Adopt new technologies to grow your business. Our expert engineers are here to help you succeed. Focus on your business: We take the lead to manage technology issues so you can focus on your customers and business. Resolve issues quickly: You can get the most out of your technology with a technical service that solves solution-level issues faster than product support alone internal study of 10,000 support cases. Moreover, IDC, a leading provider of global IT research and advice, conducted a Business Value Analysis with global customers that are using Solution Support. The report found that these customers will achieve the following savings over five years: 17% lower 5-year cost of operations in hardware environments 213% 5-year service ROI 9% lower IT hardware costs 32% more efficient management of environments 21% fewer issues requiring response $37M revenue loss avoided due to unplanned downtime $3.5M additional revenue per year Read the full IDC report here. Features and benefits include: Primary point of contact: Our team of solution experts is accountable for resolving your issue no matter where it resides. You receive continuity of service from first call until you close your case. Solution expertise: Our deep knowledge about how the solution works as a whole means we can often resolve issues immediately, helping you get back to business sooner. Product support team coordination: Through our seamless collaboration with the TAC and strong relationships with solution partners, we effectively manage support to best resolve your issue and/or its affiliates. All rights reserv ed. This document is Public Information. Page 4 of 14

5 Fast response and resolution: Priority service levels connect you to solution experts who resolve complex issues on average 43 percent more quickly than product support alone. Open door policy: Initiate a case even if you re not sure you have an issue. There s no need to diagnose or isolate your problem before contacting our solution experts. Proactive approach: We look beyond the scope of your case to identify any potential issues, helping minimize or eliminate business disruption and maintain solution performance and reliability. Broad availability: Available for our Collaboration, Data Center, IoT, Networking or Security solutions, giving you the flexibility to define your solution and get the right kind of support for it. One service, deep coverage: You get both solution-level support and product support in one service that s easy to order and renew. Use the same familiar ordering process you use to buy product support. Reliable cost of expansion: Available on our standardized price list and ordering tools, this service has predictable costs as you expand your solution or build new ones. Service Provider Product and Solution Eligibility and Engineer Expertise Solution Support is available to cover: hardware or software products, which can be used to build a service provider solution. If these solutions are comprised of products from and those of our solution partners (see Eligible Products and Coverage Levels for Named Service Provider Solutions ), they must contain at least 50% of products to be eligible for Solution Support. Named service provider solutions listed here. Click the solution name to see its unique list of products eligible for support. IP Fabric for Media Service Provider Mobility Service Provider Network Function Virtualization In either case, Solution Support engineer teams are experts in Validated Designs, reference architectures, and best practices for our service provider solutions. They have deep expertise in products, and understand how our products and those of our solution partners work together in your deployment. Note: Eligible solutions may be comprised of either of the following: and solution partner products (multivendor) or Solutions with only products 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 5 of 14

6 We ve noted throughout this document when a process and/or requirement applies to multivendor solutions, solutions with only products, or both. Refer to the tables in Eligible Products and Coverage Levels for Named Service Provider Solutions to see if your solution is multivendor or contains only products. and Solution Partner Product Coverage The following section describes how individual products are covered by Solution Support for multivendor solutions and solutions with only products. Product coverage is provided in three tiers: products fall under the products tier. Solution partner products fall under the accountable or solution partner accountable tiers. Products This description is relevant for multivendor solutions and solutions with only products. products are defined as (1) manufactured by or a original equipment manufacturer (OEM) and (2) eligible for coverage by a product support contract. is accountable (that is, we make sure support is provided) and responsible (that is, we deliver support) to resolve issues with core products according to the product service levels chosen in your Solution Support contract. Accountable Products This description is relevant only for multivendor solutions. accountable products are defined as (1) solution partner products and (2) may be listed in Validated Designs or reference architectures for your solution. is accountable for resolving issues with these solution partner products based on the product support contract you have with them. We are able to offer support accountability for these products because we have established a direct support relationship with these solution partners. We have working relationships with their engineer and support teams, access to solution partner product training, and solution partner products represented in support labs. Solution partner support teams are responsible for providing support to resolve issues with their products according to your product support contract with them. Solution Partner Accountable Products This description is relevant only for multivendor solutions. Solution Partner Accountable products are defined as (1) solution partner products and (2) may be listed in the Marketplace and are often tested and certified by the solution technology partner for 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 6 of 14

7 use in a service provider solution, or (3) solution partner products where we ve seen significant customer deployments in their solution. takes your first call for solution issues with these solution partner products and coordinates issue resolution. The solution partner support team is both accountable and responsible for providing support to resolve issues for these products according to your product support contract with them. For more details about eligible products, see Eligible Products and Coverage Levels for Named Service Provider Solutions. Customer Requirements The following requirements must be met in order to receive support through Solution Support. Fully operational environment: Solution Support is a day-2 support service. There are no features or deliverables associated with planning and/or building your environment. We assume that your environment is up and running with major functions in operation. If you need help planning and/or building your environment, contact an authorized representative to learn about professional services. Solution Support contracts: Any products deployed in your solution environment must be covered by Solution Support in order to receive solution-level support as described in this document. Purchasing Solution Support for some, but not all, eligible products deployed in your solution environment will not provide complete entitlement to this service. Product support contracts: Product support is required for all components in your solution. components in your solution are automatically covered by product support when you purchase Solution Support, because this service is inclusive of the hardware or software support required for those products. For example, when attaching Solution Support to a hardware or software product, that product is covered at your chosen service level by Smart Net Total Care TM Service or Software Support, respectively. If you have a multivendor solution, the following is also required: Solution partner and components in your solution must be covered by their product support with a service equivalent to Smart Net Total Care or Software Support. Solution partner or product support contracts are necessary for: o o o Solution partners or to provide expertise and directly resolve issues with their products Access to return merchandise authorizations (RMAs), software updates and upgrades, knowledge base, and so on Solution Support engineers to coordinate issue resolution with solution partner or product support teams Note: The following services are not acceptable as required product support: 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 7 of 14

8 Warranty services such as Warranty, Warranty Plus, Smart Net Total Care for UCS Hardware Only, or any similar services from solution partners or Third party Vendors Community support programs Support contracts with a third party support agent delivering their own branded support for products they did not engineer. Processes for Resolving Solution-Level Issues This section describes how to open support cases and how Solution Support engineers work with you and, for multivendor solutions, solution partners (Figure 1). Figure 1 Solution Support Engagement Model Opening a Solution Support Case for or Solution Partner Products You or your brand resale partner opens a case using your Solution Support contract entitlement by calling the 800 number (for severity 1 and 2 cases) or through the TAC online case tool (for severity 3 or 4 cases) and provides the following information: The severity level of your service request product serial number (for the product you think is involved in the issue or interacting with a solution partner product in the issue) The name of your eligible solution Description of the problem you are experiencing and symptoms (business effects, technology, and so on) You will then be routed to the appropriate Solution Support engineer team. For complete details, review Opening a Solution Support Service Request on.com. Note: In some situations, you might not know what product is causing the issue, or if there actually is an issue. You can open a Solution Support case on any product in your solution 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 8 of 14

9 deployment entitled to this service. Your engineer will determine if there is an issue and if so, will initiate the issue resolution process. If you have a multivendor solution, at any time and for any reason, you can open a product support case directly with a solution partner. If it is then determined that the issue is more complex than originally estimated (for example, it involves multiple products), open a Solution Support case on any product in your solution that interacts with the solution partner or and we will step in to begin coordinating your case. Working with Solution Support Engineers Standard Work Flow After you have opened a Solution Support case as described in the prior section, the Solution Support engineer: Works with you or, if applicable, your brand service resale partner. Resolves any issues that can be resolved based on their knowledge of the solution through Validated Designs, reference architectures, configuration best practices, or other expertise, experience, and/or internal information. If the Solution Support engineer cannot directly resolve the solution issue, the engineer isolates the issue to a product or products and: Works with you to open a secondary case using your product support contract entitlement from and/or, for multivendor solutions, solution partner(s) or third party vendors. Coordinates issue resolution with the TAC and/or, for multivendor solutions, solution partner product support team(s). We provide information about what led to the request for the secondary case, and expert guidance on the solution to help make sure interoperability is maintained between solution products. Note: For multivendor solutions: Although is accountable for issue resolution and coordinates with solution partner product support team(s), you must pass support entitlement as required by solution partners. You must also provide system and case information and access to both and solution partners or third party vendors. If a solution partner product support team cannot resolve the issue and is a member of the DevNet program, the solution partner may open a service request with the Developer Support Service for help in isolating and resolving the issue. Your case remains open and active until you approve it for closure by and/or its affiliates. All rights reserv ed. This document is Public Information. Page 9 of 14

10 Alternate Work Flow For multivendor solutions, the following alternate work flow applies when you first open a product support case directly with a solution partner, then determine that the issue involves multiple products and requires Solution Support. After you have opened a Solution Support case as described in the prior section, notify the Solution Support engineer that you are requesting solution-level support for a product support case previously opened with a solution partner. The Solution Support engineer then works with you to become familiar with your case and manages issue resolution from that point forward. Your case remains open and active until you approve it for closure by. Eligible Products and Coverage Levels for Named Service Provider Solutions The following tables show eligible products and coverage by Solution Support for each of our named service provider solutions. Use the following definitions to interpret the coverage column code: C (core product): products covered by the service with accountable and responsible for product issue resolution. Applicable to multivendor solutions and solutions with only products. A ( accountable product): Solution partner products covered by the service with accountable and solution partners responsible for product issue resolution. Applicable to multivendor solutions only. P (solution partner accountable product): Solution partner products covered by the service with coordinating issue resolution and solution partners accountable and responsible for product issue resolution. Applicable to multivendor solutions only. Note: Solution Support is also eligible for hardware or software products, which can be used to build a service provider solution. If these solutions are comprised of products from and those of our solution partners (see the tables below), they must contain at least 50% of products to be eligible for Solution Support. IP Fabric for Media Company Product Name Coverage Product Area Notes Nexus 9000 Series Sw itches Netw ork LAN Enterprise License for Nexus 9300 Platform Softw are LAN Enterprise License for Nexus 9500 Platform Softw are 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 10 of 14

11 DCNM for LAN Advanced Edition for Nexus 9300 sw itches Softw are DCNM for LAN Advanced Edition for Nexus 9500 sw itches Softw are Back to top Service Provider Mobility Company Product or Product Family Coverage Product Area Notes AppSense BMC AppSense Environment Manager or Management Center BMC Cloud Lifecycle Management (CLM) A A Canonical Canonical Ubuntu OpenStack P Softw are See Coverage Limitations and Exclusions for Service Provider Solutions Canonical Canonical Ubuntu Server LTS P Softw are UCS 5108 Blade Server Chassis Compute UCS B-Series Blade Servers Compute UCS C-Series Rack Servers Compute UCS Fabric Extender Compute Intelligent Automation for Cloud UCS Fabric Interconnect Compute UCS Manager Virtualization Experience Client (VXC) Endpoint VXC Manager Mobility Netw ork Manager (DCNM) Application Control Engine (ACE) 4710 ACE Appliance Device Manager ASA 5580 Adaptive Security Appliance UCS Director NAM Appliance 2220 Adaptive Security Device Manager (ASDM) 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 11 of 14

12 WAAS Central Manager Catalyst Netw ork Mobility use only 7206 Netw ork Processing Engine NPE-G1 Nexus 5000 and 7000 Series Sw itches Netw ork Mobility use only Netw ork Nexus 9000 Series Sw itches Netw ork Application Centric Infrastructure Fabric Citrix NetScaler 1000V Softw are Wide Area Application Engine WAE-674 Softw are See footnote 1 below Netw ork Nexus 1000v Softw are Virtual Security Gatew ay Softw are Wide Area Application Services (WAAS) and Virtual Wide Area Application Services (vwaas) Softw are Unified Presence Client Softw are UCS Invicta Storage Acquisition company: Whiptail MDS Storage Red Hat Red Hat enovance Service Provider Cloud Red Hat Red Hat Enterprise Linux (RHEL) A Softw are Red Hat Red Hat Enterprise Linux for SAP A Softw are Red Hat Red Hat Enterprise Linux OpenStack Platform P Softw are See Coverage Limitations and Exclusions for Service Provider Solutions. Recent Red Hat acquisition; product may be direct from enovance. P Softw are See Coverage Limitations and Exclusions for Service Provider Solutions Red Hat Red Hat Ceph InTank P Softw are Best effort, limited coverage Red Hat Red Hat Enterprise Virtualization (RHEV) A Softw are SUSE SUSE Cloud P Softw are See Coverage Limitations and Exclusions for Service Provider Solutions 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 12 of 14

13 SUSE SUSE Linux Enterprise Server A Softw are SUSE SUSE Linux Enterprise Server for SAP Applications A Softw are VMw are VMw are vsphere A Softw are May also be core if supported by VMw are VMw are vcenter A Softw are May also be core if supported by VMw are VMw are vsan P Softw are Coverage limited by experience w ith product VMw are VMw are View A Softw are VMw are VMw are vcloud A Softw are Back to top 1 Solution Support for SP Mobility coverage of the Nexus 9000 Series Switches is limited to the Nexus 9300 and Nexus 9500 platform switches in standalone mode without the Application Centric Infrastructure (ACI) fabric software licenses. Solution Support for SP Mobility does not cover the Application Policy Infrastructure Controller (APIC) or Mobility solution fabric software licenses. A separate service, Solution Support for ACI, covers the Mobility solution fabric, which consists of the Nexus 9000 Series Switches. Solution Support for ACI includes product support with deliverables equivalent to Smart Net Total Care Service and covers the APIC for Mobility solution software licenses and interfaces with third-party products and applications, as well as interoperability troubleshooting, which addresses Layers 4 through 7 services, orchestration, network management, applications, and virtualization that uses (1) APIC-related APIs, (2) third-party APIC-related APIs; or (3) APIC-registered device packages. Solution Support for ACI does not include product support for solution partner hardware or software products. Support agreements for these components are between the customer and solution partner. Service Provider Network Function Virtualization Company Product Name Coverage Product Area Notes Virtualized Infrastructure Manager (VIM) Network Services Orchestrator (NSO) Elastic Services Controller (ESC) WAN Automation Engine (WAE) Virtual Topology System (VTS) Manage and Storage Software Software Software Software Virtual Packet (VPC) Software Virtual Managed Service (VMS) Software Itential Itential Pronghorn Platform P Software/Network 2018 and/or its affiliates. All rights reserv ed. This document is Public Information. Page 13 of 14

14 RedHat RedHat Enterprise License A Software RedHat Red Hat Enterprise Linux OpenStack Platform A Software Zenoss Zenoss Service Assurance P Software Monitoring Back to top Coverage Limitations and Exclusions for Service Provider Solutions This document defines Solution Support for Service Provider solutions. Base functionality of the listed products in Eligible Products and Coverage Levels for Named Service Provider Solutions is covered by this service. However, there are instances where specific product capabilities implemented by you are not covered by Solution Support. Solution partners not listed in Eligible Products and Coverage Levels for Named Service Provider Solutions are outside of scope of Solution Support coverage eligibility. Therefore, unless specifically listed, it should not be assumed that all licensed technologies related to listed products are covered by this service and/or its affiliates. All rights reserv ed. This document is Public Information. Page 14 of 14