Cisco_Service_Description_-_Network_Optimization_Service.pdf

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Service Description: Network Optimization Service

This document describes the Network Optimization 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. If not already covered in your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified above. 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/.

This Network Optimization Service is intended to supplement a current support agreement for Cisco products and is only available where all Product(s) in Customer’s Network is supported through a minimum of core services such as Cisco’s SMARTnet, Limited Lifetime Warranty, Software Application Services, or the Partner Support Service offering from within the Cisco Services Partner Program. Where available, Cisco shall provide the Network Optimization Service described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee. Cisco shall provide a Quote for Services (“Quote”) setting out the extent of the Services and duration that Cisco shall provide such Services. Cisco shall receive a Purchase Order that references the Quote agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein.

Network Optimization Service

Services Summary Network Optimization Service includes service areas of Route/Switch, Architecture, Security, and Wireless. Network

Optimization Services provide annual, ongoing support for Customer, addressing the following:

• Route/switch – any Cisco Products and technologies which forward and/or process routed IP and switched Ethernet traffic.

• Security - all Cisco Security products including firewall, intrusion prevention, VPN, content security, identity and security management.

• Wireless - all Cisco Wireless products including wireless LAN access point, wireless controllers and wireless network management.

• Supported Products exclude any Products declared to be “End of Support”

Network Optimization – Route/Switch Design Strategy:

Design Review Network Topology Modeling Analysis Test Cycle and Review Testing and Lab Strategy Review Ongoing Design Support Topology Diagram Report

Software Strategy:

Software Management Strategy Review Ongoing Software Support Configuration Best Practices Report Custom Configuration Report Software Deployment Analytics Software Feature Deployment Analytics Software Infrastructure Analysis Report Software Recommendation Report Software Security Alert

Hardware Strategy:

Network Resiliency Assessment Ongoing Hardware Support Engineering Recommendation Report Hardware Deployment Analytics Hardware End of X (milestones) Report Hardware Field Notice Report Technology or Protocol Audit Unidentified Inventory Report

Change Management Strategy:

Media Network Readiness Assessment Operations Risk Management Assessment Unified Communications Operations Support Planning Workshop Ongoing Flexible Support Availability and Operations Gap Resolution Support.

Ongoing Escalation Engineering Support Onsite Network Consulting Support Onsite Network Optimization Support Scheduled Change Support Network Performance Analytics Network Improvement Plan Network Infrastructure Modular Knowledge Service Remote Knowledge Transfer Session(s) Technical Knowledge Library Topology Diagram Report Virtual Training Sessions

Architecture Specialization Network Architecture Development - Consult Network Architecture Development - Assist Network Architecture Development - Drive Availability Impact Analysis Converged Architecture Strategy Assessment Design Availability Assessment IPv6 Architecture Strategy Assessment IPv6 Device Readiness Assessment Migration Planning and Implementation Support Multicast Design Development Support Network Architecture Design Review Persistent Testing Validation QoS Design Development Support

Operations Support Systems Specialization

Security Specialization

Wireless Specialization

EnergyWise Specialization

Cisco Network Operations Automation Services

Workshop Upgrade Assessment and Support Site and Systems Administration Support Ongoing Support Custom Design Day 2 Reactive Support Prepare & Present QBR Ongoing Service and Project Management Support Remote Knowledge Transfer Sessions

Cisco Responsibilities

Cisco’s Network Optimization Service consists of the provision of Services described below, where available which Cisco shall provide for the Customer’s Network during Normal Business Hours (unless stated otherwise). Services provided by Cisco are remotely delivered unless otherwise noted. Cisco shall provide the following General Support provisions for all Services selected by Customer:

General Support

§ Designate an engineer (“Advanced Services Engineer”) to act as the primary interface with Customer for its Network.

§ Schedule with Customer up to four (4) quarterly visits per year (not to exceed eight (8) days in aggregate) to Customer's site to review Deliverables and Activities and plan for the next quarter. Additional visits will be mutually agreed upon at Cisco’s then-current travel and labor rates.

§ Schedule periodic (typically weekly) conference calls to review Customer’s Network status, planning, and the Services being provided.

§ Make collaboration tools available for hosting meetings, managing documentation, instant messaging, desktop sharing, and collaborative spaces.

§ Establish a Customer-specific Cisco email alias to facilitate communication with Advanced Services Engineer.

§ Provide certain Data Collection Tools Cisco identifies as appropriate for Network data collection during the Term of the Services, provided that all fees due and owing to Cisco under this Service Description have been paid. Data Collection Tools may or may not include hardware or software. Customer acknowledges and agrees Cisco shall retain full right, title, and interest to the Data Collection Tools. In addition to Cisco provided tools, the Advanced Services Engineer may utilize Customer provided data, scripts, or internal tools to assist in collecting data from the Customer Network.

The quantity of any reporting and efforts for ongoing activities described herein will vary depending on Customer requirements and what Customer and Cisco mutually agree upon when Services are purchased as identified in the Quote provided by Cisco.

Cisco shall provide services during Standard Business Hours (unless stated otherwise). Cisco shall provide the following General Support provisions for all Services selected by Customer:

Routing & Switching

Design Strategy Design Review. Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer Network design requirements, typically focusing on technical and business requirements for incremental growth such as adding or migrating new features, Hardware, topologies, or solutions to the existing architecture or design. A Design Review may include, among other information, the following:

§ Review of Customer’s design requirements, priorities, and goals § Analysis of impact of new requirements on the existing

Network § Review of Network architecture and topology § Review of protocol selection and configuration § Review of feature selection and configuration § Review of device security considerations (i.e.

authentication, VLANs, subnet isolations, etc.)

§ Report describing the new or current design with recommendations

Network Topology Modeling Analysis. Cisco will consult with Customer via a series of meetings to improve end to end network availability and resiliency by analyzing the core routing and switching components that support mission critical applications and services. The service models current operational state and provides actionable recommendations. A Network Topology Modeling Analysis service may include, among other information, the following:

• Network Topology Representation

• Network Resiliency Analysis

• Network Availability Analysis

Test Cycle and Review. Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s solution-oriented testing goals and requirements.

Cisco will execute networking tests to prove or disprove theories and report findings to Customer. A Test Cycle and Review may include, among other information, the following:

§ Review of Customer’s testing goals and business objectives § Collaborate on a Test Plan § Analysis of requirements such as platforms, topology, protocols, and configurations § Report describing test findings and recommendations

Testing and Lab Strategy Review. Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s networking device testing capabilities, lab strategy, practices, and business goals. A Testing and Lab Strategy Review will contain overall strategy recommendations and may include, among other information, the following:

§ Review of Customer’s test environment, resources, concerns, and challenges § Analysis of Customer’s current testing practices and lab strategy § Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and Cisco’s recommendations

Ongoing Design Support. Provide informal, support for incremental changes to the Network or architecture

Topology Diagram Report. These reports typically analyze Customer’s production configurations (per device) to graphically depict connectivity and spatial relationships.

Software Strategy Software Management Strategy Review. Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s Software management requirements and practices such as standards, migration triggers, and implementation methodologies. A Software Management Strategy Review will contain overall strategy recommendations and may include, among other information:

§ Review of Customer’s Software management concerns and challenges

§ Analysis of Customer’s current practices related to establishing and managing Software release standards and Software migration triggers

§ Analysis of Customer’s current practices related Software selection, testing, staging, deployment, and troubleshooting

§ Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and Cisco’s recommendations

§ Assistance establishing Software Track methodologies § Assistance defining Customer-specific Software migration triggers § Assistance in defining feature requirements and performance/availability objectives as relates to Software strategy

Ongoing Software Support. Provide informal, ongoing Software Support for incremental changes to the Network or architecture.

Configuration Best Practices Report. These reports typically examine Customer’s production configurations (per device) and compare them to Cisco’s best practice recommendations.

The focus of the best practices is typically within the following areas:

§ Technology and Software features § Routing or routed protocols § Device security management § Device network management

Custom Configuration Report. These reports typically analyze Customer’s production configurations (per device) to compare them to Customer’s configuration standards templates or Cisco’s recommended configuration templates.

Software Deployment Analytics § Interactive report provided will include analysis of

Customer-specific information related to the consistency and complexity of Software release deployment. This analysis can also feature performance and deployment data including comparisons of the functional roles of devices in Network, exceptions to established policies and configurations, factors affecting Network performance, effects of changes in Network, and benchmarking

§ Interactive report provided to Customer based upon Customer infrastructure equipment data uploaded to the Cisco back-end system

§ Report format will be delivered at Cisco discretion via either Adobe Air standalone application delivered on encrypted CD/DVD or via Customer access to private Customer-specific portal interface on which the interactive report resides.

§ Cisco will contact Customer to review provided content via remote collaboration session.

Software Feature Deployment Analytics. Interactive report provided will include analysis of Customer-specific information related to the consistency and complexity of Software features deployed. This analysis can also feature performance and deployment data including comparisons of the functional roles of devices in Network, exceptions to established policies and configurations, factors affecting Network performance, effects of changes in Network, and benchmarking § Interactive report provided to Customer based upon

Customer infrastructure equipment data uploaded to the Cisco back-end system

§ Report format will be delivered at Cisco discretion via either Adobe Air standalone application delivered on encrypted CD/DVD or via Customer access to private Customer-specific portal interface on which the interactive report resides.

§ Cisco will contact Customer to review provided content via remote collaboration session.

Software Infrastructure Analysis Report. Information in these reports typically include:

§ Customer standards and conformance to Software release recommendations § Software release diversity § Software Track related high-level analysis of Software

Advisories, Software Deferrals, and Software release milestones such as End of Sale, End of Engineering, and End of Life status

Software Recommendation Report. Each report covers a single Software Track and may include, among other information, the following:

§ Overall Software recommendation Customer should test and consider § Descriptions of new Software features § Unresolved Software bugs to which Customer may be exposed and if possible, appropriate workarounds § Periodically updated follow-up reports, at a rate of no more than once per month, for up to 120 days from the original Software recommendation date

Software Security Alert. These reports provide information about Cisco’s Software Advisories and typically include:

§ Analysis of how a Cisco Security Advisory may or may not affect Customer’s Network § Recommendations to mitigate risk § List of affected or potentially affected Networking devices

Hardware Strategy

Network Resiliency Assessment. Cisco will consult with Customer via a series of meetings to understand Customer’s Network architecture or design, primarily focusing on resiliency and availability. A Network Resiliency Assessment will contain recommendations to improve resiliency and availability and may include, among other information:

§ Review Customer’s Network architecture and design specific to resiliency requirements § Analysis of strategic locations within the IP infrastructure examining topology, protocols, configurations, Network services, power, and environment

§ Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and recommendations to improve Network resiliency

Ongoing Hardware Support. Provide informal, Ongoing Hardware Support for incremental changes to the Network or architecture.

Engineering Recommendation Report. These reports typically provide recommendations or best practices about a subset of Networking devices. These reports typically include information regarding:

§ Stability, performance, or tuning recommendations § Engineering recommendations for platforms, topology, protocols, configurations, Network services, power, or environment

Hardware Deployment Analytics. Interactive report provided will include analysis of Customer-specific information related to the consistency and complexity of deployed hardware platforms. This analysis also can feature performance and deployment data including comparisons of the functional roles of devices in Network, exceptions to established policies and configurations, factors affecting network performance, effects of changes in Network, and benchmarking, § Interactive report provided to Customer based upon

Customer infrastructure equipment data uploaded to the Cisco back-end system

§ Report format will be delivered at Cisco discretion via either Adobe Air standalone application delivered on encrypted CD/DVD or via Customer access to private Customer-specific portal interface on which the interactive report resides.

§ Cisco will contact Customer to review provided content via remote collaboration session.

Hardware End of X (milestones) Report. These reports typically provide information about Cisco’s product family milestones such as:

§ End of Sale (the product is no longer sold by Cisco) § End of Engineering (the product is no longer receiving engineering maintenance) § End of Life (the product is no longer supported by Cisco)

Hardware Field Notice Report. These reports provide information about Cisco’s Field Notices and typically include:

§ Analysis of how a Cisco Field Notice may or may not affect

Customer’s Network § Recommendations to mitigate risk § List of affected or potentially affected Networking devices

Technology or Protocol Audit. Audits are usually limited to no more than 500 devices polled from a single network collector. Audits typically include information and analysis such as the following:

§ Analysis of performance, fault, or capacity information § Hardware inventory information § Exception based reporting § Device, feature, or protocol recommendations

Unidentified Inventory Report. These reports typically include:

§ List of networking devices believed to be attached to

Customer’s network, but missing from managed inventory § Information about the devices such as recent status, reporting source, and trends

Change Management Strategy

Media Network Readiness Assessment. Cisco will consult with Customer via a series of meetings to understand and assess Customer’s Unified Media Network readiness. A Media Network Readiness Assessment is comprised of the following:

§ Review of Customer’s Network design and services § Review of Customer’s Network documentation § Analysis of information collected examining Network topology, protocols, configurations, and environment § Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and recommendations to prepare for Unified Media Network readiness.

Operations Risk Management Assessment. Cisco will consult with Customer via a series of meetings to understand Customer’s operational practices. An Operations Risk Management Assessment may include, among other information, the following:

§ Review Customer’s operational processes regarding incident management, problem management, configuration management, change management, release management, Network performance and capacity management, availability management, service level management, Network resiliency, security management, IT service continuity management, and staffing

§ Review Customer’s operational processes of Network management systems tools and instrumentation

§ Report describing specific operations optimization recommendations based on industry leading practices

Unified Communications Operations Support Planning Workshop. Cisco will consult with Customer via a series of meetings to understand Customer’s Unified Communications Network readiness. A Unified Communications Operations Support Planning Workshop may include, among other information, the following:

§ Review Customer’s proposed Unified Communications high-level design and solution requirements § Review Customer’s Network documentation § Analysis of current Network infrastructure and the

Network’s readiness to support the proposed Unified Communication design

§ Analysis of current voice infrastructure and configurations to support proposed Unified Communications design

§ Report describing the analysis comparing Customer’s current practices and capabilities to Cisco’s recommended best practices, and Cisco’s recommendations to meet Customer’s Network management business requirements

Ongoing Flexible Support. Provide informal, Ongoing Flexible Support for incremental changes to the Network or architecture.

Availability and Operations Gap Resolution Support. Cisco will help remediate operational problems discovered via a series of meetings with Customer. Availability and Operations

Gap Resolution Support may include, among other information, the following:

§ Review a gap resolution plan to address operational gaps § Assist with gap remediation

Ongoing Escalation Engineering Support. Provide an Ongoing Escalation Engineering Support remote resource to join Cisco‘s Technical Assistance Center’s (TAC) restoration of service activities for unplanned or unscheduled device or Network failures. Customer must open a Service Request the Cisco TAC prior to contacting the Advanced Services Engineer. Ongoing Escalation Engineering Support is only available to certain geographic locations and will be specified in the Quote if provided. Where available, Ongoing Escalation Engineering Support typically includes:

§ Technical evaluation of initial TAC problem diagnosis based on knowledge of Customer’s Network § Help the Cisco TAC restore service

Onsite Network Consulting Support. In addition to conditions defined in the “General Support” section, designate an engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the primary interface with Customer, providing general advice and guidance related to Customer’s Network. Customer directed tasks to be performed by Advanced Services Engineer are subject to Cisco approval, which shall not be unreasonably withheld. An Onsite Network Consulting Support is only available to certain geographic locations and will be specified in the Quote if provided. Where available, the following may include:

§ Ongoing, onsite support and technical leadership from a local Cisco Advanced Services Engineer available up for to five days per week (pending local work restrictions) during Normal Business Hours excluding Cisco holidays, locally recognized country holidays, vacation, and training days.

Onsite Network Optimization Support. In addition to conditions defined in the “General Support” section, designate an engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the primary interface with Customer for its Network, providing general advice and guidance to lead the delivery of the Network Optimization Service ordered by Customer. Customer directed tasks to be performed by Advanced Services Engineer are subject to Cisco approval, which shall not be unreasonably withheld.

Onsite Network Optimization Support is only available to certain geographic locations and will be specified in the Quote if provided. Where available, the following may include:

§ Ongoing, onsite support and technical leadership from a local Cisco Advanced Services Engineer available up for to five days per week (pending local work restrictions) during Normal Business Hours excluding Cisco holidays, locally recognized country holidays, vacation, and training days.

Scheduled Change Support. Provide a Scheduled Change Support remote resource for critical scheduled changes. Cisco will make available, upon receipt of not less than twenty-one

(21) days prior written request by Customer to Cisco, a designated support contact person who will be available to consult with Customer in major Network service changes (i.e.

major Hardware upgrade(s), major site installation(s) or major configuration changes). Customer agrees to submit a detailed request and schedule to Cisco prior to any such activity, which may include:

§ Collaboration with Customer to evaluate the potential impact of the proposed changes § Review the implementation procedures § Remote assistance for Customer to resolve problems with

Network changes during a major activity to the production Network

Network Performance Analytics § Automated network improvement plan – provides consolidated reporting and automated analysis and trending of correlated exceptions within the following areas:

o Configuration Best Practices o Custom Configuration o Engineering Recommendation o Software Infrastructure Analysis o Software Security o Syslog Analysis o Technology or Protocol o Topology Diagram

§ Online access to Network Performance Analytics Portal -- Provide customer access to online portal supporting unified delivery of the following high-level features

§ Metrics that leverage the correlated exceptions mentioned above:

o Overall Customer network health index and index trending o Risk/compliance/problem management metrics o Index showing progress against established

Customer-specific improvement initiatives § On-line access to automated network Improvement plan details

Network Improvement Plan (Only relevant for standalone when Network Performance Analytics not purchased). These plans integrate recommendations from Network Optimization Service Deliverables and Activities into a single living document. The Network Improvement Plan represents the Customer-approved and agreed-upon Cisco recommendations as prioritized by a joint steering committee comprised of Cisco and Customer, and may be used by Customer to track future projects.

Network Infrastructure Modular Knowledge Service. The Network Infrastructure Modular Knowledge Service is made available through a secure web-based portal (“Portal”). The Network Infrastructure Modular Service is only available to certain geographic locations and will be specified in the Quote if provided. Where available, the following is provided:

§ Assistance with user account creation to access the Portal § Initial assistance in getting the Portal operational with appropriate authentication and authorizations for user community

§ Content available to the specified number of authorized viewers

§ Multimedia clips in the form of video on demand or audio on demand content

§ Customer-specific deliverables archive when delivered as part of an Advanced Services subscription engagement

§ Sidebar content such as white papers, case studies, design guides, configuration guides, troubleshooting guides, training documents, deployment guides, online textbooks and/or manuals, or bumper clips

§ Listed web based trainings provided via Portal to authorized viewers

§ Preventative maintenance in accordance with Cisco’s normal maintenance schedules and procedures

§ Troubleshooting assistance for issues submitted to Cisco § Updated content as Cisco may revise, update, and/or remove previously-released multimedia clips and/or sidebar content (“updated content”) and whereby Customer should discontinue any use of superseded content

Remote Knowledge Transfer Session(s). Cisco will consult with Customer to identify requirements and topics for informal training sessions. Remote Knowledge Transfer Sessions are:

§ Delivered in English, with other languages subject to availability § Delivered remotely up to four (4) hours in length, with no labs and no printed course materials § Relevant to the Cisco products and technologies deployed in Customer’s production Network

Technical Knowledge Library. The Technical Knowledge Library is made available through a secure web-based portal (“Portal”). The Technical Knowledge Library is only available to certain geographic locations and will be specified in the Quote if provided. Where available, the following is provided:

§ Assistance with user account creation to access the Portal § Initial assistance in getting the Portal operational with appropriate authentication and authorizations for user community

§ Content available to the specified number of authorized viewers

§ Multimedia clips in the form of video on demand or audio on demand content

§ Customer-specific deliverables archive when delivered as part of an Advanced Services subscription engagement

§ Sidebar content such as white papers, case studies, design guides, configuration guides, troubleshooting guides, training documents, deployment guides, online textbooks and/or manuals, or bumper clips

§ Listed web based trainings provided via Portal to authorized viewers

§ Preventative maintenance in accordance with Cisco’s normal maintenance schedules and procedures

§ Troubleshooting assistance for issues submitted to Cisco § Updated content as Cisco may revise, update, and/or remove previously-released multimedia clips and/or sidebar content (“updated content”) and whereby Customer should discontinue any use of superseded content

Topology Diagram Report. These reports typically analyze Customer’s production configurations (per device) to graphically depict connectivity and spatial relationships.

Virtual Training Sessions. Cisco will consult with Customer to identify requirements and topics on Advanced Technologies for virtual training sessions. Virtual Training Sessions are:

§ Delivered in English, with other languages subject to availability § Delivered to up to 12 students in each session.

§ Delivered remotely and up to twelve (12) hours in length

(covered in two contiguous, 6 hour day maximum). Can include lab access, lab exercises, session materials.

§ Relevant to the Cisco products and technologies as agreed to between Customer and Cisco.

§ For a list of current supported topics go to www.cisco.com/go/ase and select ‘Virtual Training Services.

Architecture Specialization

Network Architecture Development - Consult. Cisco will provide leadership through the process of developing architecture frameworks for the foundational network infrastructure. Cisco will guide the Customer through the network architecture lifecycle process and associated architecture development methodology. Cisco shall provide the Service selected by Customer during Standard Business Hours, unless stated otherwise.

§ Provide architecture leadership to guide the Customer through architecture development phases based on Cisco architecture methodology, which may include the following:

o Requirements analysis o Architecture Strategy and Initiative Roadmap o Architecture Assessment

§ Designate an architect to act as the technical lead to the Customer for overall guidance in network architecture process development and management activities, which may include the following:

o objective setting o interviews with Customer to establish performance metrics o Architecture project set up, management and oversight o Regular communications and reporting o Creation of central repository for all materials o Final reporting and transition plan at end of the

Service § Designate a Cisco contact to act as the primary interface to the Customer.

• Participate in regular visits to meet with the Customer in-person as required to review project status.

• Participate in periodic conference calls with Customer representatives and Cisco personnel.

• Create and monitor a Customer-specific Cisco email alias, to facilitate communication with all Customer designated contacts under the Service

Network Architecture Development - Assist. Cisco will architecture frameworks for the foundational network infrastructure. Cisco will guide the Customer through the network architecture lifecycle process and associated architecture development methodology. Cisco shall provide the Service selected by Customer during Standard Business Hours, unless stated otherwise.

§ Provide architecture leadership to guide the Customer through architecture development phases based on Cisco architecture methodology, which may include the following:

o Requirements analysis o Architecture Strategy and Initiative Roadmap o Architecture Assessment o Design Guidance

§ Designate an architect to act as the technical lead to the Customer for overall guidance in network architecture process development and management activities, which may include the following:

o objective setting o interviews with Customer to establish performance metrics o Architecture project set up, management and oversight o Regular communications and reporting o Creation of central repository for all materials o Final reporting and transition plan at end of the

Service § Designate a Cisco contact to act as the primary interface to the Customer.

• Participate in regular visits to meet with the Customer in-person as required to review project status.

• Participate in periodic conference calls with Customer representatives and Cisco personnel.

• Create and monitor a Customer-specific Cisco email

Network Architecture Development - Drive. Cisco will architecture frameworks for the foundational network infrastructure. Cisco will guide the Customer through the network architecture lifecycle process and associated architecture development methodology. Cisco shall provide the Service selected by Customer during Standard Business Hours, unless stated otherwise.

§ Provide architecture leadership to guide the Customer through architecture development phases based on Cisco architecture methodology, which may include the following:

o Requirements analysis o Architecture Strategy and Initiative Roadmap o Architecture Assessment o Design Development o Validating Testing o Implementation Planning

§ Designate an architect to act as the technical lead to the Customer for overall guidance in network architecture process development and management activities, which may include the following:

o objective setting o interviews with Customer to establish performance metrics o Architecture project set up, management and oversight o Regular communications and reporting o Creation of central repository for all materials o Final reporting and transition plan at end of the

Service § Designate a Cisco contact to act as the primary interface to the Customer.

• Participate in regular visits to meet with the Customer in-person as required to review project status.

• Participate in periodic conference calls with Customer representatives and Cisco personnel.

• Create and monitor a Customer-specific Cisco email

Availability Impact Analysis. Availability Impact Analysis (AIA) establishes the difference between the projected availability of current and proposed routing and switching network environments; based upon network hardware elements, topological arrangements, and method of connectivity. An AIA may include, among other information, the following:

§ collecting current and proposed routing and switching design information § analyzing data in order to project availability of each design scenario § providing report based on analysis findings

Converged Architecture Strategy Assessment. Converged Architecture Strategy Assessment (CASA) evaluates the Customer’s network infrastructure and its ability to support collaborative applications. This service helps to determine the network’s readiness to deploy a converged architecture that enables end-to-end network services. The Converged Architecture Strategy Assessment work item will assess no more than thirty-five (35) network devices total. For full service CASA, refer to Network Architecture Development deliverable.

A CASA may include, among other information, the following:

§ Identify gaps using representative configurations from in-scope network areas, using Cisco reference architectures, best practices, and key performance indicators (KPIs) which may indicate the network is not ready to support Customer requirements and goals for the applications and services the Customer is planning to adopt.

§ Provide recommendations to address identified gaps that would prepare the network for application and service readiness.

§ Provide high level directional strategy that describes how the assessed network areas should evolve given the future service requirements.

§ The Converged Architecture and Strategy Assessment (CASA) will provide:

o Objective network benchmark analysis against converged architecture principles o Short/medium/long term remediation recommendations o Architecture Strategy Roadmap based on industry trends

Design Availability Assessment. Design Availability Assessment procedure (DAAP) projects end-to-end availability of a network infrastructure topology, based upon network hardware elements, topological arrangements, and method of connectivity; and provides future solutions and alternatives based on analysis findings. A Design Availability Assessment may consider, among other information, the following:

§ Network infrastructure platform availability § current availability and project end-end availability across multiple nodes.

§ ROI availability projections that compare differing network infrastructure topologies’ projected availability vs. costs providing downtime avoidance cost/benefit analysis.

IPv6 Architecture Strategy Assessment. IPv6 Architecture Strategy Assessment evaluates the Customer’s network infrastructure and its ability to support IPv6. This service helps to determine the network’s readiness to deploy IPv6 and provides an architecture strategy and recommendations and may include amongst other information, the following:

§ Consult with Customer via a series of meetings to understand Customer’s business and technical requirements and goals for IPv6.

§ Perform an IPv6 architecture assessment on Customer’s current network infrastructure.

§ Provide an IPv6 Architecture Strategy report is comprised of the following o Customer IPv6 requirements and goals o Analysis of findings o IPv6 architecture strategy proposal with recommendations

IPv6 Device Readiness Assessment. IPv6 Device Readiness assessment evaluates Cisco network devices on the Customer’s network to determine their IPv6 capability. The Design Readiness Assessment may consider, among other information, the following:

§ Consult with Customer to define scope of assessment § Collect Cisco network device information that are in scope § Analyze information collected examining platform, hardware, software, features, and configurations for IPv6 capabilities

§ Develop IPv6 Device Readiness Assessment Report describing the Cisco network devices that can support IPv6 currently in the network, devices that need to upgrade to support IPv6, and devices that cannot support IPv6

Migration Planning and Implementation Support.

Provide migration-consulting services that support network refresh and product migration activities and may include, among other information, the following:

§ Develop a requisite list of high level events, phased changes and activities in order to introduce new hardware and protocols into the network

§ Identify network dependencies and impact and provide risk mitigation steps for the migration.

§ Align plan to organizational implementation policies and change management goals

§ Gather information from Customer for organizational change management processes and recurring time periods that prohibit implementation activities

§ Create Method Of Procedure documentation for pre and post cut-over connectivity and testing

§ Create Master configuration templates for representative device or site types

§ Provide reusable templates and standardized methods of procedures for up to 5 representative sites

§ Site Specific Configurations based on Master Template for up to 5 hardware platform types and no more than 5 devices per site

§ Create Site specific test procedures for the network-ready-for-use (NRFU)

§ Provide migration cut-over support for up to 2 sites and additional remote issue resolution

Multicast Design Development Support. Cisco will perform a multicast comparative gap analysis between current and desired design benchmarked against identified Customer requirements as well as Cisco and industry leading practices.

A Multicast Design Review may include, among other information, the following:

§ Review business, technical and operational multicast requirements § Review of multicast application requirements § Review PIM (protocol independent multicast)-mode, RP

(rendezvous placement) placement, IGMP (independent group multicast protocol) design

§ Review WAN mVPN, mldp (multicast label distribution protocol), msdp (multicast source discovery protocol) design

§ Multicast Report describing summary of strengths and weaknesses of Customer’s multicast design; description of specific gaps in multicast design; recommendations to remediate multicast design gaps

Network Architecture Design Review. Design Review provides network design expertise to the Customer to review the Customer’s design and make recommendations and may include, among other information, the following:

§ Consult with Customer to develop a thorough understanding of Customer’s network design requirements § Review of Customer’s design requirements, priorities, and goals § Analysis of impact of new requirements on existing network § Review of network architecture and topology § Address design related questions

§ Review protocol and feature design, selection and configuration

§ Informal recommendations or advice about a network design

Persistent Testing Validation. Provide Lab consulting services in Cisco lab that support and align with Customer’s technology roadmaps and may include, among other information, the following:

§ Develop test plan strategy to align with technology roadmap § Execute Test cycles which may include:

o Review Customer network design, if applicable;

o Review Customer test plans, if applicable;

o Update Customer test plans, as applicable;

o Set up lab and test tools;

o Execute Customer test plans o Recommend modifications to the Customer design during test execution, if applicable o Document and review test results from Test Plan execution with Customer

QoS Design Development Support. Cisco will perform a Quality of Service (QoS) comparative gap analysis between current and desired design benchmarked against identified Customer requirements as well as Cisco and industry leading practices. A QoS Design Review may include, among other information, the following:

• Review business, technical and operational QoS requirements

• Review of applications requiring specific QoS treatment and corresponding network performance requirements for non-Cisco applications

• Review QoS class structure; network traffic identification and trust boundaries scheme; network traffic marking rules; and network traffic queuing strategy.

• QoS Report describing summary of strengths and weaknesses of Customer’s QoS design; description of specific gaps in QoS design; recommendations to remediate QoS design gaps

Operations Systems Support (OSS)/Network Management Systems (NMS) Specialization

• The OSS/NMS Specialization for NOS is comprised of the service elements described in the OSS Optimization Service shown at <http:// www.cisco.com/c/dam/en_us/about/doing_business/legal/ service_descriptions/docs/OSS_Optimization_Support.pdf >, incorporated herein by reference.

Security Specialization

• The Security Specialization for NOS is comprised of the service elements described in the Cisco Security Optimization Service shown at <http://www.cisco.com/c/dam/en_us/about/doing_business

/legal/service_descriptions/docs/Cisco_Security_Optimizat ion_Service.pdf>, incorporated herein by reference.

Wireless Specialization

• The Wireless Specialization for NOS is comprised of the service elements described in the Wireless LAN Optimization Service shown at <http://www.cisco.com/c/dam/en_us/about/doing_business /legal/service_descriptions/docs/Wireless_LAN_Optimizati on_Service.pdf>, incorporated herein by reference.

EnergyWise Specialization

• The EnergyWise Specialization for NOS is comprised of the service elements described in the Cisco EnergyWise Optimization Service shown at < http://www.cisco.com/c/dam/en_us/about/doing_business/l egal/service_descriptions/docs/Cisco_EnergyWise_Optimi zation_Service.pdf>, incorporated herein by reference.

Cisco Network Operations Automation Services (CNOAS)

The Cisco Network Operations Automation Service is intended to automate proactive and reactive network operations tasks, integrating Cisco best practices with the Customer’s operational process and tool environment. This service is intended to supplement a current maintenance agreement for Cisco products and is only available where all Product(s) in Customer’s Network is supported with a minimum of core services (such as SMARTnet and/or Software Application Services) as applicable.

Upgrade Assessment/Support

The Cisco Network Operation Automation Service (CNOAS) will provide assessment and support services to determine the impact and effort associated with upgrading Customer’s existing CNOAS solution to appropriate new version. Cisco will consult with Customer via a series of meetings to understand and analyze aspects of Customer’s current CNOAS Environment. Cisco will provide assessment services to:

o Review Customer’s existing production functionalities, including standard product configurations, integrations and customizations to determine the actions needed to maintain the existing functionality.

o Review current platform and hardware components to understand any sizing and product compatibility issues with third party applications o Review new product features, product changes, benefits with Customer describing differences between existing and new application software versions and assess impact on existing configurations including potential fitness for use with Customer’s existing implementation o Review customizations, integrations and assess needed changes to ensure continued performance.

o Determine the feasibility, effort and risk associated with utilizing new features and functions that are part of the upgraded CNOAS software.

o Complete review sessions with Customer’s project team on their steps taken to date and current status, resulting in an assessment of recommended next steps and upgrade plans.

o Devise a plan documenting findings and recommendation that include:

o Detailed impact, recommended strategy and estimate the level of effort required to complete the upgrade.

o Review of Customer’s project staffing capabilities and available resources/skill sets.

o Plan and effort to remedy any issues uncovered during review process.

o Contingency and rollback plans to restore the software to its original version o Plan and effort to utilize new desired product features.

o Interactive presentation of findings, analysis, and recommendations.

o Recommend a plan and effort to remedy any issues uncovered during review process.

• Once per year, Cisco may provide Customer with following upgrade service(s) on site for up to a maximum of five (5) business days to upgrade non-production CNOAS environment(s):

o Provide one (1) upgrade for each non-production CNOAS element(s) o Provide testing of upgraded environment by executing one

(1) of each software element and one (1) of each agent/adapter to be used in the CNOAS solution. Support Customer during the test execution o Provide fix of any corruptions found during the validation o Provide one (1) knowledge transfer session for up to a maximum of twelve (12) Customer participants at Customer facility, for up to one (1) day o Test upgrade and the differences between the prior CNOAS version and the upgraded CNOAS version o Reach agreement on the actual location and the commencement date for the knowledge transfer session within five (5) business days prior to the start of the upgrade engagement o Once per year, Cisco may provide Customer with an provide the following upgrade service(s) on site for up to a maximum of five (5) business days to upgrade production CNOAS environment(s):

• Provide one (1) upgrade for each production CNOAS element(s)

• Provide testing of all Production CNOAS Fault tolerant environment elements (Primary Master, Backup Master and Fault Monitor)

• Provide fix of any corruptions found during the validation

• Provide upgrade of up to five (5) desktop client(s) in production environment

• Provide cut over support for each upgraded production environment(s)

• Provide post go live support for up to 10 business days and assist in resolving any upgrade related issues during go live.

o Once per year, Cisco may provide workflow customization for mutually agreeable Customer pain points identified for up to 5 workflows within up to a maximum of five (5) business days per workflow o Once per year, Cisco may provide the following upgrade service(s) on site for both production and non-production CNOAS environment(s) mentioned above for up to a maximum of five (5) business days:

• For each environment that is candidate for upgrade, provide health and risk assessment of Customer environment for the current CNOAS configuration, architecture, operating system (OS), database (DB), and workflows in CPO

• Review and provide recommendation on Customer developed contingency plan

• Provide fix of any corruptions found during the validation

• Provide testing of upgraded component connectivity (CPO, database, adapters, targets) The quantity of any reporting and efforts for upgrade and assessment activities described herein will vary depending on Customer requirements and what Customer…