Attachment 2 - Cisco SMARTnet SOW (003).pdf

Cisco TAC support Statement of Work

A. Background

The Whiteriver Indian Health Service Hospital requests a contracted agreement for Cisco TAC support services and the ability to create and submit Cisco support cases.

B. Deliverables

The contractor will provide Cisco Support Services Technical Assistance Center (TAC) support to Whiteriver Service Unit (WRSU) for Cisco UCS servers, chassis and fabric interconnects which includes SmartNet for WRSU 4500 core Cisco switch.

Local IT will have the ability to place Cisco TAC calls and tickets 24/7/365 for support services, online and over the phone, to local IT staff. Once support is establish local WRSU IT will have ability to open a TAC case online or over the phone. Have access to Cisco Support Assistance for existing cases.

C. Period of performance

3-year warranty.

D. TAXES

The Department of Health and Human Services, Phoenix Area Indian Health Service is tax exempt under A.R.S. 42-5063 (C)(3)(a), 42-5067(B)(1), 442-5056(B)(2)(a), 425066 (B)(93)(a), 42-5074(B)(7), 42-5071(B)(2)(a), and 42-5159(A)(13)(a), (b), (c), State of

Arizona Department of Revenue.

F. Delivery Location/ Places of Performance:

Whiteriver IHS Hospital, 200 West Hospital Drive, Whiteriver, AZ.

85941 Cibecue Health Center, 2 West, 3rd Street, Cibecue, Arizona 85911

G. Invoicing 352.232-71 Electronic submission of payment requests

Electronic Submission of Payment Requests

(a) Definitions. As used in this clause -

Payment request means a bill, voucher, invoice, or request for contract financing payment with associated supporting documentation. The payment request must comply with the requirements identified in FAR 32.905(b), “Content of Invoices” and the applicable Payment clause included in this contract.

(b) Except as provided in paragraph (c) of this clause, the Contractor shall submit payment requests electronically using the Department of Treasury Invoice Processing Platform (IPP) or successor system. Information regarding IPP, including IPP Customer Support contact information, is available at www.ipp.gov or any successor site.

(c) The Contractor may submit payment requests using other than IPP only when the Contracting Officer authorizes alternate procedures in writing in accordance with HHS procedures.

(d) If alternate payment procedures are authorized, the Contractor shall include a copy of the Contracting Officer's written authorization with each payment request.

(End of Clause)

The Contractor shall submit all monthly invoices to www.ipp.gov. The offeror shall invoice on a monthly basis. The invoice shall include the period of performance covered by the invoice. All labor, equipment, equipment services, and unpriced items (other direct costs) shall be reported and shall be provided for the current billing month and in total from project inception to date. If subcontracting is proposed, one consolidated invoice from the prime contractor shall be submitted in accordance with other terms and conditions of the RFQ.

The offeror shall comply with the detailed billing requirements:

*A proper invoice must include the following items:

1. Contractor name and address

2. Contractor representative

3. Contract number

4. Order number(s)

5. Accounting Control Transaction (ACT) number (assigned by the OCO on the order)

6. Period of performance (month services performed for work request orders, month deliverable completed for fixed price orders)

7. Invoice number

8. Customer’s name and address

9. For fixed-price orders, products delivered and accepted are listed by deliverable number

10. Total billed amount

APPENDIX A

Section 508 and Accessibility

• This product must conform to the Revised Section 508 (https://www.accessboard.

gov/guidelines- and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-ofthe-standards-and- guidelines) and WCAG 2.0 Level AA standards as outlined below.

• Solicitations for supplies and services shall require the submission of a Section 508 Product Assessment Template. The template can be found at https://www.itic.org/policy/accessibility/vpat.

352.239-73 Electronic Information and Technology Accessibility Notice.

(a) As prescribed in HHSAR 339.203-70(a), the Contracting Officer shall insert the following provision: Electronic and Information Technology Accessibility Notice (December 18, 2015)

(a) Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 and the Architectural and Transportation Barriers Compliance Board Electronic and Information (EIT) Accessibility Standards (36 CFR part 1194), require that when Federal agencies develop, procure, maintain, or use electronic and information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

(b) Accordingly, any offeror responding to this solicitation must comply with established HHS

EIT

accessibility standards. Information about Section 508 is available at http://www.hhs.gov/web/508.

The complete text of the Section 508 Final Provisions can be accessed at http://www.accessboard.

gov/guidelines-and-standards/communications-and-it/about-the-section•508-standards.

(c) The Section 508 accessibility standards applicable to this solicitation are stated in the clause at 352.239-74, Electronic and Information Technology Accessibility.

In order to facilitate the Government's determination of whether proposed EIT supplies meet applicable Section 508 accessibility standards, offerors must submit an HHS Section 508 Product Assessment Template, in accordance with its completion instructions. The purpose of the template is to assist

HHS

acquisition and program officials in determining whether proposed EIT supplies conform to applicable

Section 508 accessibility standards. The template allows offerors or developers to self-evaluate their supplies and document-in detail-whether they conform to a specific Section 508 accessibility standard, and any underway remediation efforts addressing conformance issues. Instructions for preparing the HHS Section 508 Evaluation Template are available under Section 508 policy on the HHS website http://www.hhs.gov/web/508.

In order to facilitate the Government's determination of whether proposed EIT services meet applicable Section 508 accessibility standards, offerors must provide enough information to assist the Government in determining that the EIT services conform to Section 508 accessibility standards, including any underway remediation efforts addressing conformance issues. Respondents to this solicitation must identify any exception to Section 508 requirements. If an offeror claims its supplies or services meet applicable Section 508 accessibility standards, and it is later determined by the Government, i.e., after the award of a contract or order, that supplies or services delivered do not conform to the described accessibility standards, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its expense.

Standards The included standards that must be met for this contract are taken from the following two resources. Compliance with these standards is mandatory for Federal agencies subject to Section of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

• Section 508 Standards and Guidelines: https://www.access-board.gov/guidelines-andstandards/ communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines

• Web Content Accessibility Guidelines (WCAG) 2.0:

https://www.w3.org/TR/WCAG20/ Support Documentation Accessibility

• E602.1General - Documentation that supports the use of ICT shall conform to 602.

• E602.2 Accessibility and Compatibility Features - Documentation shall list and explain how to use the accessibility and compatibility features required by Chapters 4 and 5. Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

• E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

• E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

• E602.3 Electronic Support Documentation - Documentation in electronic format, including Web· based self-service support shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

• E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

• E603.1General - ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

• E603.2 Information on Accessibility and Compatibility Features - ICT support services shall include information on the accessibility and compatibility features required by 602.2.

• E603.3 Accommodation of Communication Needs - Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

• WCAG -All WCAG 2.0 A & AA Success Criteria EXCEPTION:

o Non-Web documents shall not be required to conform to the following four WCAG 2.0 Success Criteria: 2.4.1 Bypass Blocks, 2.4.S Multiple Ways, 3.2.3 Consistent Navigation, and 3.2.4 Consistent Identification.

o E205.4.1 Word Substitution when Applying WCAG to Non-Web Documents. For non-Web documents, wherever the term "Web page" or "page" appears in WCAG 2.0 Level A and AA Success Criteria and Conformance Requirements, the term "document" shall be substituted for the terms "Web page" and "page". In addition, in Success Criterion in 1.4.2, the phrase "in a document" shall be substituted for the phrase "on a Web page".

• Appendix A - Section 508 of the Rehabilitation Act: Application and Scoping Requirements o E208 Support Documentation and Services

• Appendix C- Functional Performance Criteria and Technical Requirements o 302 - Functional Performance Criteria o 602 - Support Documentation o 603 - Support Services Functional Performance Criteria

• 301.1Scope - The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

• 302.1 Without Vision -Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

• 302.2 With Limited Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

• 302.3 Without Perception of Color - Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

• 302.4 Without Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

• 302.5 With Limited Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

• 302.6 Without Speech - Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

• 302.7 With limited Manipulation - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

• 302.8 With limited Reach and Strength - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

• 302.9 With limited Language, Cognitive, and learning Abilities - ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.

Cisco SMARTnet Service

Resolve network problems rapidly with direct, anytime access to Cisco experts and hardware replacement matched to your needs.

When Minutes Matter, Depend on Cisco SMARTnet Service to Deliver As networks evolve and critical business processes, systems, and services are added, the consequences of downtime increase dramatically. When a problem occurs that can dis-rupt 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 facili-tates rapid problem resolution and improves operational efficiency through a combination of expert troubleshooting assistance, online tools, and flexible device coverage options.

You experience the benefits of greater network availability while reducing operating costs.

Move Quickly with Anytime Access to Cisco Expertise and Resources Cisco SMARTnet Service is an award-winning technical support service that gives your IT staff direct, anytime access to Technical Assistance Center (TAC) engineers and Cisco.com resources. You receive the fast, expert response and the dedicated accountability you require to resolve critical network issues.

Cisco SMARTnet Service provides the following device-level support:

• 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

• Hardware replacement options include 2-hour, 4-hour, Next-business-day (NDB) advance replacement, as well as Return for Repair (RFR)

• Ongoing operating system software updates, including both minor and major releases within your licensed feature set

• 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.

Data Sheet

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 6

The Value of Cisco Support “We have maintenance contracts with multiple vendors and Cisco is the most responsive of them all. When we have a network issue, we count on their four-hour response time to have the problem resolved.”

— Thuan Nguyen, Director of Information Technology Kent School District

Connect Directly to the Network Experts at Cisco When a network problem is affecting business-critical systems, you want fast access to technology experts with experience in diagnosing the toughest problems. Cisco SMARTnet Service connects you directly to the Cisco TAC, staffed by Cisco professionals certified in a broad range of Cisco foundational and advanced technologies. The Cisco TAC employs a sophisticated system that automatically routes your service request to the appropriate technology team and automatically escalates your case to the next level of support if it is not resolved within a specified time frame.

The Cisco TAC is available 24 hours a day, 365 days a year around the world, with support available in local languages. If your assigned TAC engineer changes for any reason before your service request is resolved, a personal handoff is completed between all parties to provide service continuity through issue resolution. You can interact with Cisco TAC engineers in a way that is most convenient and useful for you, including email, telephone, web-based collaboration, and even a state-of-art, face-to-face discussion using Cisco WebEx® collaboration. Live chat is ready to help you through a service request submission, and online video collaboration is the perfect option for a virtual troubleshooting session.

To confirm the right remediation action, Cisco engineers can test solutions in a laboratory environment that simulates your network. These simulation labs are equipped with Cisco device and technology solutions so that an engineer can accurately mirror a customer IT configuration to make sure a proposed solution will solve your problem. Throughout a TAC engagement the goal of every Cisco engineer is to use the best resources at hand to solve your issues and empower your staff through active knowledge transfer.

Gain Critical Insight with Embedded Diagnostics With the Smart Call Home feature of the Cisco SMARTnet Service, you get proactive, detailed diagnostics and real-time alerts on core network devices to help you identify and resolve issues even more quickly, conserving valuable staff time and improving network

tinuously monitor their own health and automatically notify you of potential issues using encrypted, authenticated transmissions. If a serious problem arises, Smart Call Home automatically generates a service request with the Cisco TAC that is routed to the right team for your particular problem. Cisco is adding the call home capability to many of its current and new products over time. Visit www.cisco.com/go/smartcall to see the latest list of call home-enabled Cisco products.

Extract More Value from Your Network with Online OS Updates Protect your investment and extend the life of your network with anytime, online access to the latest operating system software updates within your licensed feature set. Rather

your licensed feature set. These updates enhance your existing equipment with the latest features such as advanced security, regulatory compliance, and greater network capacity, potentially adding years of service and improved performance to your network.

The Cisco SMARTnet Service includes a personalized Software Advisor, available through the Cisco.com web portal, to keep you advised about which new software releases are available for your Cisco network devices. Users download millions of copies of operating sys-

software bugs, and migrate to the most current software features.

Facts About TAC Engineers

• More than 500 engineers with CCIE® certification

• Average more than five years of technical support experience

• Computer science/electrical engineering degrees

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 2 of 6

Data Sheet

“Cisco Smart Call Home allowed me to fix a network problem in about an hour that would have typically taken one of my staff two days to troubleshoot.”

Services

Rather than purchase OS software updates individually, a support contract saves you time and money by cover-ing the cost of updates, including both minor and major releases within your licensed feature set.

http://www.cisco.com/go/smartcall

New OS features enable greater network capacity, advanced security, and regulatory com-pliance as well as better interoperability. In addition, greater business value is achieved through innovative technology enhancements that provide increased business productivity and customer satisfaction. With up-to-date software, your business will be poised to take advantage of new technology innovation, get a greater return on investment, and lower total cost of ownership while staying competitive in today’s global economy.

Count on the Right Part, When and Where You Need It When you need dependable, fast access to business-critical parts, your Cisco SMARTnet

Service delivers. Choose from a variety of hardware replacement options, including premium options such as two-hour replacement and onsite parts replacement and installation. You can select coverage on a device-by-device basis, so you get the flexible coverage you need.

All options include anytime, global access to the Cisco TAC and award-winning Cisco.

com resources. Plus you have flexibility of choosing the coverage you want on a device-by-device basis. The Cisco SMARTnet Service options are shown in Table 1.

Dependable parts delivery on a global basis is enabled by the Cisco service supply chain, a network of over 900 spare parts depots around the world managed by a sophisticated global inventory that automates parts stocking processes worldwide. Cisco is constantly adjusting regional stock holdings so spares are available where and when you need them.

More than a Warranty Companies sometimes think of warranties as an adequate defense against product prob-lems. Cisco SMARTnet Service goes far beyond a simple warranty replacement policy

(see Table 1). Cisco SMARTnet Service provides troubleshooting support, advanced hard-ware replacement options, and extensive self-help and knowledge transfer to empower your network operations and support staff. A warranty only offers delayed hardware replacement during the warranty duration.

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 3 of 6

Data Sheet

“I love TAC. I think it’s brilliant.

We are a global company, and we travel to different countries for network purposes. To be able to reach competent engineers at any time of day, anywhere I am, is a brilliant service and worth every penny of the maintenance that we pay.”

— Thys Coetzee, Director of Information Technology ZinPro, Performance Minerals

Table 1. Cisco SMARTnet Service Features and Options

Equipment Covered Duration

Hardware Replacement Options1

Cisco Operating System Updates

Cisco TAC Support

Onsite Engineer Option

Registered Access to Cisco.com

Smart Services Diagnostics and Alerts

Cisco SMARTnet/ Cisco SMARTnet Onsite Services

All3 Renewable contracts

Advance Replacement:

Other:

• RFR2

Yes, ongoing updates within the licensed feature set

Yes Only with onsite option

Yes, 24x7 full access

Yes

Cisco Warranty All Standard hardware: 90 days (specific products 1 year/limited lifetime)4

Standard software: 90 days4

Advance replacement (10 days)3

No5 No No No No

2 Return for Repair on select video products only.

3 Some equipment exclusions might apply; consult service sales representatives for more details.

5 Warranty ensures only that software media are defect-free and the software substantially conforms to its published specifications.

Online Cisco Expertise on Demand Improving operational efficiency is an ongoing concern for IT departments. The Cisco

Support site includes extensive resources that are designed to put the most up-to-date technical information and tools into the hands of you and your staff to use any day on demand. Cisco customers with support contracts have authorized access to high-value technical resources and a growing number of personalized pages to create an acceler-ated path to issue resolution. Using the automated tools and personalized content based on your network environment, you can quickly resolve many issues yourself online.

The comprehensive self-help technical support resources available on Cisco.com through your Cisco SMARTnet Service contract give you access to Cisco expertise every day, at any time. With automated troubleshooting tools, your in-house IT staff can quickly resolve many issues online, saving a significant amount of time, effort, and operational costs.

Table 2 summarizes the Cisco support experience.

Table 2. Cisco Support Experience

Resource Features and Benefits

Document access Access more than 90,000 technical documents for Cisco and third-party equipment and applications, including:

Online service request management tool

Submit and track your service requests online as well as view history of your TAC cases and case resolution notes.

NetPro global community

Online discussion forum for sharing questions, suggestions, and infor-mation with other professionals:

Support wiki Collaborate, create, and access the latest technology by participating in this dynamic knowledge base:

Cisco Technical Services newsletter

Monthly newsletter alerts subscribers to new tools, resources, and exclusive networking tips.

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 4 of 6

Data Sheet

Cisco.com Support Site Statistics

• Eighty-five percent of survey participants claim that the Cisco Support site has helped them solve network problems, compared to 29 percent industry average*

• More than 24 million page views per month

• 2.8 million software downloads per month

*2008 Walker survey

Service That Evolves Along with Your Business Needs Cisco provides industry-leading service capabilities and processes that continue to grow and evolve to meet changing customer requirements. Your feedback, along with that of other customers, is acted upon through a unique process that promotes product, service, and process improvements. Cisco is committed to delivering an exceptional service experience that is flexible enough to meet your needs, today and in the future.

Award-Winning Service With Cisco you get service and support that consistently win awards year after year. The certifications and awards shown in Figure 1 illustrate how Cisco continues to set the standard when it comes to support performance and value to our customers. Visit www.cisco.com/ go/serviceawards to find out more about the industry recognition Cisco has earned for high-quality support performance, web-based support, and engineer certifications.

Ordering Information Cisco SMARTnet Service can be ordered through your local Cisco account representative or Cisco certified partner. You can find a Cisco certified partner in your area by searching in the partner locator at www.cisco.com/go/partnerlocator.

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.

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 5 of 6

Data Sheet

Awards

2009 STAR Award for Best Practices In 2009, Cisco was presented with two STAR Awards for Best Practices. These awards for Best Practices recognize companies for developing, implementing, and benchmarking the most innovative and efficient processes for service and support delivery.

VARBusiness Annual Report Card Cisco rates highest in “post-sales support” and “quality of tech support“ in the areas of Security Appliances, Security Software, and VoiP in their 2006 VARBusiness Annual Report Card.

ASP 2008 Ten Best Web Support Sites and Web Support “Hall of Fame”

service and support.

2008–2009 Best International Web Support Sites Award

Sites. This award honors companies that excel in providing local language support websites to their international customers.

Figure 1. Industry-Recognized High-Quality Service http://www.cisco.com/go/serviceawards http://www.cisco.com/go/serviceawards http://www.cisco.com/go/partnerlocator

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 support methodology that joins the forces of Cisco, our skilled network of partners, and our customers, we achieve the best results. Figure 2 shows the lifecycle phases.

Figure 2. Lifecycle Phases

For More Information For more information about Cisco SMARTnet Service, visit www.cisco.com/go/smartnet or contact your local account representative.

For more information about other types of Cisco Services to maintain and optimize your network, including technology-specific and remote management services, visit www.cisco.com/go/supportservices.

For a complete list of the technical services available for your Cisco products and appli-cations, visit our Service Finder tool at www.cisco-servicefinder.com.

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.

Create a detailed design to address business and technical requirements

Design

Assess readiness to support proposed solution

Plan

Develop a business case for a technology investment

Prepare

Deploy new technology

Implement

Maintain network health through day-to-day operations

Operate

Achieve operational excellence through ongoing improvements

Optimize

The Cisco Lifecycle Services Approach

C78-418582-04 09/09

© 1992–2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 6 of 6

Data Sheet

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Pulse, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, and Flip Gift Card are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Fast Step, Follow Me Browsing, FormShare, GainMaker, GigaDrive, HomeLink, iLYNX, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0908R)

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Pulse, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, and Flip Gift Card are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Fast Step, Follow Me Browsing, FormShare, GainMaker, GigaDrive, HomeLink, iLYNX, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0908R)

Americas Headquarters Cisco Systems, Inc.

San Jose, CA

Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd.

Singapore

Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands

Americas Headquarters Cisco Systems, Inc.

San Jose, CA

Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd.

Singapore

Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands http://www.cisco.com/go/smartnet http://www.cisco.com/go/supportservices http://www.cisco-servicefinder.com