Cisco_Service_Description_-_Cisco_Software_Support_Service.pdf

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Service Description: Cisco Software Support Service

This document describes Cisco Software Support Service.

Related Documents: This document should be read in conjunction with the following documents also posted at www.cisco.com/go/servicedescriptions/ : (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms.

Direct Sale from Cisco. If you have purchased these

Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA) or equivalent services agreement executed between you and Cisco. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern.

Sale via Cisco Authorized Reseller. If you have purchased these Services through a Cisco Authorized Reseller, this document is for description purposes only; is not a contract between you and Cisco. The contract, if any, governing the provision of this Service will be the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you, or you can obtain a copy of this and other Cisco service descriptions at www.cisco.com/go/servicedescriptions/.

Cisco shall provide the Cisco Software Support Service described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee.

Cisco Software Support Service

Service Summary

Software application support with Major Releases provides reactive maintenance support in the form of technical support, access to Cisco.com, Software support and rights to Major Releases during the service contract term.

Cisco Software Support Service

Cisco Responsibilities:

Cisco Technical Assistance Center (TAC) access 24 hours per day, 7 days per week to assist by telephone, fax, electronic mail or the internet with Application Software use, configuration and troubleshooting issues. Cisco will respond within one

(1) hour for all calls received during Standard Business Hours and for Severity 1 and 2 calls received outside Standard Business Hours. For Severity 3 and 4 calls received outside Standard Business Hours, Cisco will respond no later than the next Business Day.

Manage problems according to the Cisco Severity and Escalation Guideline.

Access to Cisco.com. This system provides Customer with helpful technical and general information on Cisco Products as well as access to Cisco's on-line Software Center library. Please note that access restrictions identified by Cisco from time to time may apply.

Work-around solutions or patches to reported Application Software problems using reasonable commercial efforts. For an Application Software patch, a Maintenance Release for the Application Software experiencing the problem will be provided as follows: (a) download from Cisco.com (as available), or (b) shipment of Application Software on media such as CDROM using a nominated carrier. Requests for alternative carriers will be at Customer’s expense.

Major, Minor and Maintenance Releases. The Application Software releases and supporting Documentation are available on the Cisco.com Software Center (http://www.cisco.com/go/software) or on media such as CDROM, through the Cisco Product Upgrade Tool (PUT) (www.cisco.com/upgrade). Applicable supporting Documentation, if available, is on Cisco.com and is limited to one copy per release. Additional copies may be purchased.

Provide Maintenance Releases for Cisco IP Phones that are deployed in a Cisco Unified Communications Manager (“CUCM”) environment.

Cisco ONE Software Support Services purchased on or after January 1, 2017: Cisco will provide Customers with access to new suite capabilities and/or features for the existing Cisco ONE software suite(s) that Customer has purchased, if and when such capabilities and/or features become available during the duration of the Services.

http://www.cisco.com/go/servicedescriptions/ http://www.cisco.com/go/servicedescriptions/ http://www.cisco.com/go/software http://www.cisco.com/upgrade

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Customer Responsibilities:

The provision of the Service options assumes that Customer will:

Provide a severity level as described in the Cisco Severity and Escalation Guideline for all the calls Customer places.

Provide, at Customer’s expense, reasonable access to the Product through the Internet or via modem to establish a data communication link between Customer and the Cisco TAC engineer and systems passwords so that problems may be diagnosed and, where possible, corrected remotely.

Provide thirty (30) days Notice to Cisco of any requested addition(s) to your Equipment List.

Notify Cisco, using Cisco.com, of Product on the Equipment List which Customer has moved to a new location within thirty (30) days of such relocation.

Please be aware that the Services will be provided to Customer beginning thirty (30) days after receipt of your notification. Cisco will also need Customer to notify Cisco of any modification to the Product and configuration including upgrades or changes to FRUs not in the original configuration within five (5) days of such modification.

Provide current shipment contact information as follows: contact name, title, address, telephone number, e-mail address, and fax number.

Provide valid and applicable serial numbers for all Product problems and issues reported to Cisco or where Customer is seeking information from Cisco in connection with Product use. Cisco may also require Customer to provide additional information in the form of location of the Product, city location details and zip code information.

When requested, provide Cisco with a list of all personnel that Customer has authorized to contact Cisco or access Cisco.com for Services and to download Software from Cisco.com or Cisco's PUT.

Customer is responsible for reviewing the list on an annual basis and adding or removing personnel as necessary

Verify any in-transit damage of the media for the Application Software releases.

Update to the latest Application Software release and latest third-party Software release, if required by Cisco to correct a reported Application Software problem.

Pay all engineering time, travel, and out-of-pocket expenses if Customer request performance of onsite Services or Services outside the scope of Service options described in this document.

Provide any Hardware required to perform fault isolation.

Receive Services on Cisco Application Software for which Customer has:

Purchased a valid and current license for the latest Major and Minor release or is renewing support for a valid supported license revision.

Make all reasonable efforts to isolate the Application Software problem prior to requesting support from Cisco.

Acquire, install configure and provide technical support for all:

Third-party Products, including upgrades required by Cisco or related Services; and

Network infrastructure, including, but not limited to, local and wide-area data Networks and equipment required by Cisco for operation of Application Software.

Maintain Customer’s entire Application Software implementation for configurable Application Software currently in use under the same Service option for Cisco to provide Services for any portion of Customer’s Application Software implementation.

Feature Set Upgrades that were available during the service contract term but not purchased during their service contract term will not be made available nor will the Customer have any rights to these Feature Set Upgrades outside the term of this service contract.

Cisco Software Support Service is required for a minimum of one year. Obtain a minimum one-year Cisco Software Support Service contract at point of sale or within 90 days from the purchase of the associated application software product.