Du Customized Operations Support Proposal_09 v1

Customized SP Operations Support Proposal

February 11, 2009

CISCO CONFIDENTIAL - i - G l o b a l Se r v ic e s P r o p o s a l P a c k a g e

February 11, 2009 E m irates I n tig rated T el ecom un ication s C om p an y, E I T C , du C isco P rop osal f or du C ustom iz ed S P O p eration s S up p ort C isco is p l eased to subm it th is p rop osal to E I T C , du f or C ustom iz ed S erv ice P rov ider O p eration s S up p ort p rop osal . T h is p rop osal is th e resul t of our j oin t ef f orts of du op eration s an d C isco team s to dev el op th e op tm ium an d ef f icien t m odel . T h e C isco S erv ices p h il osop h y ex ten ds beyon d th e tradition al , reactiv e sup p ort m odel . W h eth er your busin ess g oal s are ach iev in g f aster sp eed to m ark et f or n ew ap p l ication s, m ax im iz in g n etw ork av ail abil ity, or en h an cin g custom er satisf action an d reten tion , w e are com m itted to bein g your trusted adv isor an d en abl in g your success. T h e req uired op eration s sup p ort serv ices w il l be del iv ered by l ocal C isco A dv an ced S erv ices op eration s sup p ort team al on g w ith C isco T A C seriv ces. T h is team w il l h av e f ul l access to C isco tool s an d p rocesses to en abl e ef f icien t del iv ery as p er C isco f iel d p rov en m eth odol og y. T h e team w il l con sists of sev en dedicated con sul tan ts th at w il l be based at du p rem ises. T h e team w il l op erate on 8X 5 h ours as p er du reg ul ar of f ice h ours. H ow ev er on cal l arran g em en t w il l be arran g ed in case of m aj or serv ice outag e or deg ration s in ciden ts. T h e p rim e f ocus of th e p rop osed p rog ram is to ach iv e n etw ork h ig h av ail l abil ity w ith f ast serv ices restoration to en h an ce custom er ex p erien ce. A l so it w il l h el p du to reduce O p ex an d in crease staf f p roductiv ity. T h e team w il l in tial l y carries v arious C isco tech n ical audits to iden tif y an y g ap s w ith p oten tial risk s. D u O p eration s w il l im p l m en t th e audit recom m en dation s based on ag reed up on p l an w ith th e sup p ort of C isco l ocal team . T h an k you f or con siderin g C isco p roducts an d serv ices. W e l ook f orw ard to f urth er assistin g you w ith your serv ice req uirem en ts. S h oul d you h av e an y con cern s or q uestion s, p l ease do n ot h esitate to con tact m e.

CISCO CONFIDENTIAL - ii - G l o b a l Se r v ic e s P r o p o s a l P a c k a g e

I n troductory N ote: Cisco Systems, Inc. is extremely pleased to present th is proposal to you . Cisco’ s proposal, inclu ding any attach ments, pricing and tech nical inf ormation, is Cisco’ s conf idential and proprietary inf ormation, and is su b mitted in conf idence f or you r consideration. Cisco’ s proposal is not to b e u sed or disclosed to any th ird party w ith ou t Cisco’ s express w ritten permission, and, is not to b e u sed f or oth er th an you r ev alu ation and consideration. T h is proposal, inclu ding any attach ments and oth er inf ormation prov ided to you , is not and sh ou ld not b e constru ed as any of f er to contract. Cisco’ s proposal is premised u pon you r direct pu rch ase f rom Cisco of th e describ ed Cisco produ cts and/ or serv ices. If you h av e existing produ ct and serv ice contracts w ith Cisco th at cov er th e k inds of produ cts, sof tw are licenses, and serv ices addressed in th is proposal, you r pu rch ase of su ch produ cts, sof tw are licenses and serv ices can b e made th rou g h su ch contracts. W e w ill g ladly w ork w ith you to determine if you r existing contracts adeq u ately cov er su ch pu rch ases. A lternativ ely, if you do not h old su ch contracts w ith u s, please consider th is proposal ( inclu ding pricing ) to b e premised u pon Cisco’ s standard produ ct and serv ice terms and conditions ( copies prov ided u pon req u est) . Y ou may also w ish to learn more ab ou t Cisco’ s electronic ordering tools and contracts, w h ereb y you may su b mit direct orders to Cisco f or produ cts and serv ices. Cisco reserv es th e rig h t to rev ise its proposed pricing b ased on th e f inal neg otiated terms and conditions th at are ag reed u pon b y th e parties f or th is opportu nity. If you u ltimately decide to pu rch ase any or all of th e produ cts and/ or serv ices describ ed in th is proposal f rom a Cisco-au th oriz ed reseller, any resu lting contract w ou ld b e b etw een you and th e reseller, at prices ag reed u pon b y you and th e reseller. Cisco cannot, in any f ash ion, dictate resale pricing . A ll inf ormation and pricing contained in th is q u ote / proposal th at ref erences f u tu re or dev elopmental tech nolog y is su b j ect to ch ang e and sh all not constitu te a b inding commitment b y Cisco. F inancial inf ormation ab ou t Cisco, inclu ding annu al and q u arterly reports, may b e f ou nd at Cisco’ s Inv estor R elations h ome pag e, w h ich prov ides a link to Cisco’ s most recent f iling s w ith th e U nited States Secu rities and E xch ang e Commission h ttp: / / inv estor.cisco.com/ ph oenix.z h tml? c= 8 1 1 9 2 & p= irol-irh ome. B ecau se Cisco is a pu b lic company and is req u ired to disclose its f inancial statu s on a q u arterly and annu al b asis, th e reports f iled w ith th e SE C are prov ided in lieu of any req u ested credit and/ or b ank ref erences. E xcept as expressly stated in th is proposal, any descriptions, docu mentation, or ref erences to produ cts manu f actu red or serv ices prov ided b y th ird parties are prov ided f or inf ormational pu rposes only and are not to b e considered a part of th e Cisco proposal. du mu st pu rch ase all th ird-party produ cts and serv ices directly f rom su ch th ird party. Cisco mak es no representations w ith reg ard to th ird-party produ cts. T h is docu ment ( inclu ding th e pricing contained h erein) is v alid f or a period of 6 0 , days f rom th e date of su b mission b y Cisco.

CISCO CONFIDENTIAL - iii - G l o b a l Se r v ic e s P r o p o s a l P a c k a g e

T ab l e of Contents EXECUTIVE SUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CISCO LIF E CY CL E S E R V ICE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Supporting Business Goals throughout the Network L if ec y c le ............................................................. 1

Lowering the Total Cost of Network Ownership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 I nc reasing Network A v ailab ility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 I m prov ing B u siness A gility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 S peed ing A c c ess to A pplic ations and S erv ic es . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

YOU R N E E D S / CISCO SOL U T ION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 R E T U R N ON I N V E ST M E N T . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

D ec rease Num b er of Support C alls....................................................................................................... 4 P roac tiv ely M anage Network ................................................................................................................ 4 M inim iz e R eturn M aterial A uthoriz ation M istak es ............................................................................... 4 Speed T im e to R esolution of C ases ....................................................................................................... 4 A v oid Network O utages......................................................................................................................... 5 I m prov e Network R esourc e U sage........................................................................................................ 5 P rom ote I T W ork f orc e E f f ic ienc y .......................................................................................................... 5 A v oid C ostly D esign E rrors .................................................................................................................. 5

C U ST OM E R C A SE ST U D IE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 CISCO COM P A N Y O V E R V IE W . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Bac k ground ........................................................................................................................................... 6 R esearc h and D ev elopm ent................................................................................................................... 7

CISCO COM P E T IT IV E DIF F E R E N T IA T OR S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 SERVICES O VERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

CISCO O P E R A T E SE R V ICE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 T ec hnic al and R em ote M anagem ent Serv ic e C om ponents.................................................................. 10 C isc o D ev ic e- and A pplic ation-Spec if ic O perate Serv ic es ................................................................. 10

Cisc o S M A R Tnet S erv ic e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 Cisc o S M A R Tnet Onsite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 4

C isc o Sm art F ound ation Serv ic e......................................................................................................... 15 C isc o Sof tware A pplic ation Support Serv ic es ..................................................................................... 15

Cisc o S oftware A pplic ation S u pport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5 Cisc o S oftware A pplic ation S u pport P lu s U pgrad es . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5

C isc o T ec hnology -Spec if ic O perate Serv ic es...................................................................................... 15 Cisc o U nified Com m u nic ations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6 Cisc o S ec u rity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 7

C isc o O perations T ec hnic al Support Serv ic es .................................................................................... 19 CISCO P R OA CT IV E SE R V ICE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 1

Cisc o Network P roac tiv e S erv ic es . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 P R ICIN G SU M M E R Y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 5

W hat is C isc o.c om ? ............................................................................................................................. 3 0 Trou b leshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Tec hnic al D oc u m entation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 I T K nowled ge Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Com petitiv e E d ge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

DISA ST E R P R E P A R E D N E SS / B U SIN E SS CON T IN U IT Y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 ESCA L A T ION PR OCE D U R E S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 R E T U R N M A T E R IA L A U T H OR IZ A T ION S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 S E R V ICE S F OR E N D -OF -LIF E P R OD U CT S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

CISCO CONFIDENTIAL - iv - G l o b a l Se r v ic e s P r o p o s a l P a c k a g e

Six -M onth Notic e................................................................................................................................. 3 7 Serv ic e C ontinuity ............................................................................................................................... 3 7 Spare P art A v ailab ility ........................................................................................................................ 3 7 Sof tware Support................................................................................................................................. 3 7

I N D U ST R Y CE R T IF ICA T ION S A N D M E T H OD OL OG IE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 I SO 9 0 0 1: 2 0 0 0 .................................................................................................................................... 3 8 T L 9 0 0 0 ............................................................................................................................................... 3 8 K epner T regoe M ethod ology ............................................................................................................... 3 8 C C I E and C C NA ................................................................................................................................. 3 8 I T I L ® .................................................................................................................................................. 3 9

A N A L Y ST COV E R A G E OF CISCO S E R V ICE S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 I N D U ST R Y A W A R D S A N D TE ST IM ON IA L S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

CISCO CONFIDENTIAL - 1 - G l o b a l Se r v ic e s P r o p o s a l P a c k a g e

E x ec utiv e Summary Cisco Lifecycle Services C isco del iv ers serv ices usin g a l if ecycl e ap p roach th at can h el p du successf ul l y m eet your busin ess g oal s. T h e un iq ue C isco L if ecycl e S erv ices ap p roach def in es th e req uisite activ ities at each p h ase of th e n etw ork l if ecycl e, of f erin g a serv ices f ram ew ork th at is in dep en den t of w h o p erf orm s th e serv ice activ ities—C isco, p artn ers, or custom ers th em sel v es—an d en abl in g m ul tip l e p arties to p rov ide th e sup p ort n eeded in a coordin ated m an n er. B ased on in dustry best p ractices an d m eth odol og ies, C isco L if ecycl e S erv ices al ig n serv ice an d sup p ort activ ities w ith your un iq ue busin ess an d tech n ol og y req uirem en ts th roug h out th e n etw ork l if ecycl e.

Supporting Business Goals throughout the Network Lifecycle T h e n etw ork l if ecycl e is a beg in n in g -to-en d v iew of th e con tin uum of ev en ts th at tak e p l ace in th e n etw ork l if esp an . T h roug h a broad p ortf ol io of targ eted en d-to-en d serv ices, C isco an d its p artn ers can h el p you ach iev e busin ess g oal s th roug h out th e six p h ases of th is l if ecycl e:

• Prepare: M ak e soun d f in an cial decision s by dev el op in g a busin ess case th at establ ish es th e f in an cial j ustif ication f or m ak in g a tech n ol og y ch an g e; v al idate tech n ol og y req uirem en ts an d al ig n sol ution s to th em .

• Pl an : A ssess th e ex istin g en v iron m en t to determ in e w h eth er it can sup p ort th e p rop osed system suf f icien tl y an d securel y.

• D es i g n : D esig n a sol ution th at m eets busin ess an d tech n ical req uirem en ts. • I m pl em en t : I n teg rate th e n ew sol ution w ith out disrup tin g th e n etw ork or creatin g p oin ts

of v ul n erabil ity. • O perat e: M ain tain n etw ork h eal th th roug h day-to-day op eration s. • O pt i m i z e: A ch iev e op eration al ex cel l en ce by adap tin g th e arch itecture, op eration , an d

p erf orm an ce of th e n etw ork to ev er-ch an g in g busin ess req uirem en ts an d p osition in g it to reen ter th e p rep are p h ase of its l if ecycl e.


F i g u re 1 : Ci s c o L i f ec y c l e S erv i c es

T h e C isco L if ecycl e S erv ices ap p roach p rov ides f our p rim ary ben ef its:

• L ow er total cost of n etw ork ow n ersh ip • I n creased n etw ork av ail abil ity • I m p rov ed busin ess ag il ity • Faster access to ap p l ication s an d serv ices

L o w eri n g t h e T o t al C o s t o f N et w o rk O w n ers h i p C isco L if ecycl e S erv ices h el p l ow er th e total cost of n etw ork ow n ersh ip , im p rov e return on n etw ork in v estm en t, an d reduce op eratin g ex p en ses by:

• I den tif yin g an d v al idatin g tech n ol og y req uirem en ts (p rep are) . • P l an n in g f or in f rastructure ch an g es an d resource req uirem en ts (p l an ) . • D ev el op in g a soun d n etw ork desig n al ig n ed w ith tech n ical req uirem en ts an d

busin ess g oal s (desig n ) . • R educin g op eratin g ex p en ses by im p rov in g th e ef f icien cy of op eration p rocesses

an d tool s (desig n ) . • I n teg rate dev ices w ith out disrup tin g th e ex istin g n etw ork or creatin g v ul n erabil ity

p oin ts (im p l em en t) . • I m p rov in g th e ef f icien cy of your n etw ork an d of th e staf f sup p ortin g it (op erate) . • A ssessin g p erf orm an ce ag ain st ben ch m ark s set durin g th e p rep are p h ase an d iden tif yin g

im p rov em en t op p ortun ities (op tim iz e) .

I n c reas i n g N et w o rk A v ai l abi l i t y C isco L if ecycl e S erv ices h el p reduce th e risk of dow n tim e an d n etw ork disrup tion s by:


• A ssessin g your n etw ork ’ s security state an d abil ity to accom m odate th e p rop osed system .

• S p ecif yin g th e correct set of h ardw are an d sof tw are rel eases an d k eep in g th em op eration al an d curren t.

• P roducin g a soun d op eration s desig n an d v al idatin g n etw ork op eration . • S tag in g an d testin g th e p rop osed system bef ore dep l oym en t. • I m p rov in g staf f sk il l s. • P roactiv el y m on itorin g your system an d assessin g av ail abil ity tren ds an d al erts. • P roactiv el y iden tif yin g security breach es an d def in in g rem ediation p l an s.

I m p ro v i n g B us i n es s A g i l i t y C isco L if ecycl e S erv ices h el p accel erate n etw ork im p l em en tation an d th e adop tion of n ew tech n ol og ies by:

• E stabl ish in g busin ess req uirem en ts an d tech n ol og y strateg ies. • R eadyin g your sites to sup p ort th e system you w an t to im p l em en t. • I n teg ratin g your tech n ical req uirem en ts an d busin ess g oal s in to a detail ed desig n an d

dem on stratin g th at th e n etw ork is f un ction in g as sp ecif ied. • E x p ertl y in stal l in g , con f ig urin g , an d in teg ratin g system com p on en ts. • C on tin ual l y en h an cin g p erf orm an ce.

S p eed i n g A c c es s t o A p p l i c at i o n s an d S erv i c es C isco L if ecycl e S erv ices h el p sp eed access to ap p l ication s an d serv ices, en abl in g sm ooth er op eration by:

• A ssessin g an d im p rov in g your op eration al p rep aredn ess to sup p ort curren t an d p l an n ed n etw ork tech n ol og ies an d serv ices.

• I m p rov in g serv ice-del iv ery ef f icien cy an d ef f ectiv en ess by in creasin g av ail abil ity, resource cap acity, an d p erf orm an ce.

• I m p rov in g th e av ail abil ity, rel iabil ity, an d stabil ity of th e n etw ork an d th e ap p l ication s run n in g on it.

• M an ag in g an d resol v in g p robl em s af f ectin g your system an d k eep in g sof tw are ap p l ication s curren t.

Y ou r N eed s/Cisco Solu t ion


R et u rn on I n vest m en t C isco S erv ices can h el p l ow er du ’ s total cost of n etw ork ow n ersh ip , im p rov e th e return on your n etw ork in v estm en t, an d reduce your op eratin g ex p en ses.

D ecrease Num b er of Support Calls C isco sel f -h el p resources an d case m an ag em en t, such as p rioritiz ation an d sup p ort of op en C isco T ech n ical A ssistan ce C en ter (T A C ) cases, can decrease th e n um ber of sup p ort cal l s you h av e to m ak e an d sav e your I T staf f tim e an d m on ey.

P roactiv ely M anage Network T h roug h w eek l y con f eren ce cal l s, outstan din g issues are escal ated to C isco en g in eers. A ddition al l y, C isco p erf orm s op eration al an al ysis of critical issues to iden tif y op eration al g ap s an d m ak es recom m en dation bef ore th ey af f ect n etw ork up tim e or op eration al ef f icien cy.

M inim iz e R eturn M aterial A uthoriz ation M istakes C isco serv ice of f erin g s in cl ude m on itorin g of al l return m aterial auth oriz ation s (R M A s) to m in im iz e m isrouted R M A s an d to av oid costl y m istak es durin g rep l acem en t activ ities.

Speed T im e to R esolution of Cases C isco’ s tech n ical serv ice of f erin g s in cl ude brief in g f ocal en g in eers bef ore m aj or ev en ts an d op en in g T ech n ical A ssistan ce C en ter (T A C ) cases on a stan dby basis. T h is p rev en ts del ays in n etw ork up g rades an d ch an g e dep l oym en t. I n addition , C isco of f ers 24-h our tech n ical troubl esh ootin g by th e l arg est an d m ost q ual if ied p ool of tech n ical ex p erts, h el p in g to m in im iz e n etw ork dow n tim e n o m atter w h en th e issue occurs. O p eration s staf f train in g , redun dan cy p l an n in g , an d p rox im ity of C isco resources m ak e it p ossibl e to resol v e n etw ork troubl es f aster an d p rev en t th e n eg ativ e f in an cial ef f ects of n etw ork dow n tim e.


A v oid Network O utages C isco custom ers con sisten tl y testif y th at our en g in eers discov er an d tak e earl y action to address h idden n etw ork p robl em s, th ereby h el p in g th em p rev en t p oten tial n etw ork f ail ures.

I m prov e Network R esource U sage C isco S erv ices can p rov ide im m ediate, bottom -l in e resul ts by im p rov in g th e usag e of n etw ork resources al ready in p l ace. For ex am p l e, usin g n etw ork sof tw are op tim iz ation , C isco en g in eers can h el p custom ers reduce h ardw are resource usag e, sav in g th em f rom p urch asin g n ew h ardw are an d m em ory or en abl in g th em to del ay n ew h ardw are p rocurem en ts.

P rom ote I T W orkforce E fficiency M an y op eration s dep artm en ts f in d th ey reactiv el y m an ag e n etw ork issues, l eav in g n o tim e f or p roactiv e n etw ork an al ysis. C isco S erv ices p roactiv el y diag n ose issues to un cov er an d address root causes. T h is m ean s your op eration s team can f ocus on p roactiv e n etw ork m an ag em en t.

A v oid Costly D esign E rrors B y rel yin g on C isco’ s ex p ert desig n assistan ce an d th oroug h rev iew s, du ’ s en g in eerin g dep artm en t can av oid costl y desig n errors an d desig n rew ork .

Cu st om er Ca se St u d ies O rg an iz ation s of al l siz es, in dustries, an d reg ion s h av e used C isco tech n ol og y to h el p in crease p roductiv ity, reduce costs, an d create n ew rev en ue. For m ore in f orm ation , g o to: w w w .cisco.com /w eb/about/success-stories.


Cisco Com p a n y O verview C isco is th e w orl dw ide l eader in n etw ork in g f or th e I n tern et. T oday, n etw ork s are an essen tial p art of busin ess, education , g ov ern m en t, an d h om e com m un ication s, an d C isco' s I n tern et P rotocol -based (I P ) n etw ork in g sol ution s are th e f oun dation of th ese n etw ork s. C isco h ardw are, sof tw are, an d serv ice of f erin g s are used to create I n tern et sol ution s th at al l ow in div idual s, com p an ies, an d coun tries to in crease p roductiv ity, im p rov e custom er satisf action , an d stren g th en com p etitiv e adv an tag e. T h e C isco n am e h as becom e syn on ym ous w ith th e I n tern et, as w el l as w ith th e p roductiv ity im p rov em en ts th at I n tern et busin ess sol ution s p rov ide. A t C isco, our v ision is to ch an g e th e w ay p eop l e w ork , l iv e, p l ay an d l earn .

Background C isco w as f oun ded in 1984 by a sm al l g roup of com p uter scien tists f rom S tan f ord U n iv ersity. S in ce th e com p an y’ s in cep tion , C isco en g in eers h av e been l eaders in th e dev el op m en t of I P -based n etw ork in g tech n ol og ies. T oday, w ith m ore th an 65,000 em p l oyees w orl dw ide, th is tradition of in n ov ation con tin ues w ith in dustry-l eadin g p roducts an d sol ution s in th e com p an y’ s core dev el op m en t areas of routin g an d sw itch in g as w el l as in adv an ced tech n ol og ies such as:

• I P com m un ication s • N etw ork security • W irel ess L A N • S torag e area n etw ork in g • H om e n etw ork in g • V ideo system s • A p p l ication n etw ork in g serv ices

T h e 2008 C isco A n n ual R ep ort can be f oun d at: h ttp : //w w w .cisco.com /w eb/about/ac49/ac20/ac19/ar2008/in dex .h tm l I n f orm ation about C isco f in an ces an d rev en ue, in cl udin g our bal an ce sh eet, can be f oun d on our I n v estor R el ation s p ag e at: h ttp : //in v estor.cisco.com /


R esearch and D ev elopm ent I n f iscal year 2007, C isco sp en t ov er U S $ 4.5 bil l ion on research an d dev el op m en t. T ab l e 1 : Ci s c o S erv i c es F ac t s an d F i g u res at a G l an c e

T ec h n i c al S u ppo rt G l o b al N u m b e r o f T e c h n i c al S u ppo rt P ro f e s s i o n al s

20 0 0

A v e rag e Ex pe ri e n c e 5 t o 10 y e ars e x pe ri e n c e i n c u s t o m e r s o l u t i o n s , i n c l u d i n g M P L S c o re , V P N appl i c at i o n s , m e t ro Et h e rn e t , s e c u ri t y , b ro ad b an d t ri pl e pl ay , an d v i d e o

N u m b e r o f T A C En g i n e e rs 1,4 0 0 ( i n c l u d i n g 4 50 + C C I E® e x pe rt s )

N u m b e r o f G l o b al S e rv i c e R e q u e s t s

2,70 0 + d ai l y ( 1,0 0 0 ,0 0 0 pe r y e ar)

G l o b al T A C L o c at i o n s

F o u r 24 -h o u r s u ppo rt l o c at i o n s i n S an J o s e , C al i f o rn i a, U S A ; R al e i g h , N o rt h C aro l i n a, U S A ; B ru s s e l s , B e l g i u m ; an d S y d n e y , A u s t ral i a S at e l l i t e s i t e s i n C h i n a, J apan , K o re a, B raz i l , M e x i c o , an d t h e U S O u t s o u rc e d T A C l o c at i o n s i n c l u d e : A m m an , J o rd an ; B u d ape s t , H u n g ary ; H ary an a, I n d i a; M an i l a, P h i l i ppi n e s ; M e x i c o C i t y , M e x i c o ; an d S an J o s e , C o s t a R i c a

G l o b al N u m b e r o f T e c h n i c al S u ppo rt L ab o rat o ri e s

21 wo rl d wi d e

G l o b al C u s t o m e r S at i s f ac t i o n S c o re f o r T e c h n i c al S u ppo rt

4 .4 2/5-po i n t s c al e ( f i s c al y e ar 20 0 7)

Logistics G l o b al D i s t ri b u t i o n C e n t e rs 10 d i s t ri b u t i o n c e n t e rs wi t h m o re t h an 70 i n -c o u n t ry

n e x t -b u s i n e s s -d ay d e po t s N u m b e r o f R e pai r C e n t e rs 10 N u m b e r o f A d v an c e d H ard ware R e pl ac e m e n t F u l f i l m e n t D e po t s

9 0 0 + f u l f i l l m e n t d e po t s i n 120 c o u n t ri e s

P art s D e l i v e re d 720 ,0 0 0 P art s R e pai re d 4 0 0 ,0 0 0 P art R e pl ac e m e n t I n v e n t o ry U S $ 4 b i l l i o n ( l i s t pri c e )


Cisco Com p et it ive D ifferen t ia t ors C isco attem p ts to m eet an d ex ceed th e ex p ectation s of our custom ers in term s of th e m aturity, p rof ession al ism , an d ef f ectiv en ess of our serv ice del iv ery. W e of f er an array of serv ice p ortf ol ios, custom iz ed to th e sp ecial n eeds of dif f eren t m ark et seg m en ts an d tech n ol og ies. O ur g oal is to h el p custom ers of al l typ es real iz e th e f ul l p oten tial of th eir m ul tiserv ice n etw ork s. T h e f ol l ow in g distin ctiv e ach iev em en ts in serv ice del iv ery an d resources dem on strate C isco’ s l eadersh ip :

• Net w o rk A v ai l ab i l i t y : C isco S erv ices l ik e O p eration al R eadin ess A ssessm en t an d N etw ork R el iabil ity I m p rov em en t A n al ysis ref l ect th e C isco com m itm en t to h el p you ach iev e th e busin ess g oal of 99.999 p ercen t n etw ork av ail abil ity.

• A u t o m at ed S u ppo rt : C isco.com autom ates a w ide v ariety of tool s an d p rocesses, in cl udin g a set of I n tern et com m erce tool s th at al l ow custom ers to buy C isco p roducts an d serv ices on l in e an d ch eck th e av ail abil ity an d status of sp are p arts. C isco.com al so autom ates th e troubl esh ootin g of m an y com m on sup p ort issues. T h e ex ten siv e in f orm ation av ail abl e on th e C isco T ech n ical S up p ort an d D ocum en tation W eb p ag es p reem p ts m ost cal l s to th e C isco T A C an d al l ow s custom ers to resol v e 80 p ercen t of th eir n etw ork p robl em s w ith out ev er h av in g to p ick up th e p h on e.

• G l o b al S u ppo rt I n f ras t ru c t u re: C isco m ain tain s f our rep air sites in th e U n ited S tates, tw o in E urop e, an d on e each in C h in a, J ap an , an d B raz il . T h is al l ow s us to del iv er p art rep l acem en ts in th eir reg ion of orig in , resul tin g in f aster rep airs an d return s of f aul ty p arts an d f aster restoration of a custom er’ s com p rom ised n etw ork . B y con trast, som e m aj or C isco g l obal com p etitors con f in e th eir rep air f acil ities to N orth A m erica. T h is m ean s th at if a p art break s in an oth er reg ion an d n o sp are is av ail abl e to rep l ace it, a custom er m ust sh ip th e eq uip m en t f irst to a p artn er, n ex t to a reg ion al distribution cen ter, an d th en th roug h C ustom s to its v en dor’ s N orth A m erican rep air l ocation , bef ore th e w h ol e seq uen ce rep eats itsel f in rev erse.

• L arg e G l o b al Po o l o f S k i l l ed T A C T ec h n i c i an s : C isco of f ers our custom ers a l arg e g l obal team of p rof icien t tech n ical sup p ort en g in eers. W e h av e 1,4 0 0 t e c h n i c al s u ppo rt pro f e s s i o n al s wo rl d wi d e , each w ith an av erag e of 5 to 10 years’ ex p erien ce in sol ution s, in cl udin g M P L S core, V P N ap p l ication s, m etro E th ern et, security, broadban d trip l e p l ay, an d v ideo. M ore th an 4 50 o f t h e s e pro f e s s i o n al s are C C I E e x pe rt s .

• Ci s c o Capi t al ™ F i n an c i n g : C isco of f ers f l ex ibl e l ease an d f in an cin g op tion s th roug h our ow n w h ol l y ow n ed subsidiary, C isco C ap ital . W ith rates so com p etitiv e th at busin esses f rom em erg in g in n ov ators to Fortun e 500 com p an ies h av e ch osen us, our en d-to-en d f in an cial serv ices en abl e custom ers to acq uire th e n eeded sol ution s an d serv ices m ore easil y. O p tion s in cl ude l ease f in an cin g , ch an n el f in an cin g , an d rem ark eted eq uip m en t.

• E v o l v i n g S erv i c es t o M eet Y o u r Need s : C isco p rov ides in dustry-l eadin g serv ice cap abil ities an d p rocesses th at are f l ex ibl e en oug h to address your n eeds today an d in th e f uture. Y our f eedback , al on g w ith th at of oth er custom ers, is acted up on th roug h an ev al uation p rocess th at p rom otes p roduct, serv ice, an d p rocess im p rov em en ts. C isco is com m itted to del iv erin g an ex cep tion al serv ice ex p erien ce th at is f l ex ibl e en oug h to m eet your n eeds today an d in th e f uture.



Serv ic es Ov erv iew Cisco O p era t e Services C isco O p erate S erv ices in cl ude both tech n ical an d rem ote m an ag em en t serv ices th at m ain tain th e on g oin g h eal th of a n etw ork th roug h p roactiv e m on itorin g an d m an ag em en t. T h ese serv ices h el p im p rov e n etw ork p erf orm an ce, cap acity, av ail abil ity, rel iabil ity, an d security.

T echnical and R em ote M anagem ent Serv ice Com ponents C isco T ech n ical an d R em ote M an ag em en t S erv ices p rov ide rel iabl e, day-to-day n etw ork sup p ort an d m an ag em en t an d f ast resol ution of critical n etw ork issues f or f oun dation an d adv an ced tech n ol og ies, in cl udin g th e dep l oym en t of th e l atest n etw ork ap p l ication s. T h ese serv ices in cl ude v arious com bin ation s of th e f ol l ow in g com p on en ts:

• D irect access to C isco tech n ical en g in eers on l in e an d by tel ep h on e f or rap id issue resol ution .

• O p eratin g system sof tw are up dates as an on g oin g , in teg ral p art of n etw ork op eration s, en abl in g custom ers to ev ol v e th eir n etw ork in f rastructure to m eet th e n eeds of th e ch an g in g busin ess en v iron m en t.

• 24-h our access to com p reh en siv e tech n ical in f orm ation an d a col l ection of con f ig uration , in stal l ation , troubl esh ootin g , an d case m an ag em en t tool s.

• . • A dv an ce h ardw are rep l acem en t w ith sev eral dif f eren t serv ice-l ev el op tion s. • A p p l ication sof tw are sup p ort an d up dates.

Cisco D ev ice- and A pplication-Specific O perate Serv ices C isco p roduct- an d ap p l ication -sp ecif ic O p erate S erv ices cov er C isco p roducts an d ap p l ication s at sm al l an d m edium -siz ed busin esses (S M B s) an d l arg er en terp rises. T yp ical l y, custom ers p rotect m ost of th eir n etw ork eq uip m en t w ith dev ice-by-dev ice cov erag e to en sure op eration al ef f icien cy an d to m ain tain th e f l ex ibil ity to custom iz e th e l ev el of serv ice based on th e critical n eed of th e busin ess op eration . T h e f ol l ow in g tabl e p rov ides m ore in f orm ation about dev ice-sp ecif ic O p erate S erv ices. T ab l e 2 : Ci s c o D ev i c e- an d A ppl i c at i o n -S pec i f i c O perat e S erv i c es

S e r v ice O f f e r in g D e scr ip tion C ov e r a ge Ci s c o S M AR T n e t S e r v i c e s a n d S M AR T n e t O n s i t e

An a w a r d -w i n n i n g t e c h n i c a l s u p p o r t s e r v i c e t h a t o f f e r s d i r e c t , a n y t i m e a c c e s s t o Ci s c o e n g i n e e r s a n d e x t e n s i v e t e c h n i c a l r e s o u r c e s , S M AR T n e t d e l i v e r s r a p i d i s s u e r e s o l u t i o n , f l e x i b l e d e v i c e -b y -d e v i c e c o v e r a g e , a n d p r e m i u m s e r v i c e o p t i o n s t o h e l p m a x i m i z e o p e r a t i o n a l e f f i c i e n c y .

W h o I t ’ s F o r : � A n y s i z e b u s i n e s s , an y

n u m b e r o f C i s c o d e v i c e s � N e t wo rk i m po rt an c e ran g e s

f ro m c ri t i c al t o m i s s i o n -c ri t i c al � S k i l l e d I T s t af f wh o re q u i re

d i re c t ac c e s s t o C i s c o


S e r v ice O f f e r in g D e scr ip tion C ov e r a ge • Ad v a n c e H a r d w a r e R e p l a c e m e n t —

NBD, 2 -h o u r , 4 -h o u r , a n d / o r o n s i t e p a r t s r e p l a c e m e n t a n d i n s t a l l a t i o n .

• 2 4 x 7 d i r e c t c u s t o m e r a c c e s s t o T e c h n i c a l As s i s t a n c e Ce n t e r ( T AC) .

• Ci s c o . c o m k n o w l e d g e b a s e a n d t o o l s .

• S m a r t Ca l l H o m e p r o a c t i v e d i a g n o s t i c s a n d r e a l -t i m e a l e r t s o n s e l e c t d e v i c e s .

• O pe rat i n g s y s t e m s o f t ware u pd at e s an d u pg rad e s .

e n g i n e e rs an d wan t f l e x i b l e d e v i c e -l e v e l c o v e rag e f o r al l n e t wo rk d e v i c e s

Co v e r a g e i s o f f e r e d f o r e a c h i n d i v i d u a l d e v i c e a n d i s t r a c k e d b y d e v i c e s e r i a l n u m b e r . Cu s t o m e r s c a n c h o o s e t h e l e v e l o f s u p p o r t t h e y n e e d f o r e a c h d e v i c e .

Ci s c o S m a r t F o u n d a t i o n S e r v i c e

An e n t r y -l e v e l t e c h n i c a l s u p p o r t s e r v i c e f o r s m a l l b u s i n e s s e s t h a t h e l p s m a i n t a i n n e t w o r k r e l i a b i l i t y a n d m i n i m i z e d i s r u p t i o n t o b u s i n e s s . • A d v an c e H ard ware R e pl ac e m e n t —

N B D . • B u s i n e s s h o u rs ac c e s s t o S M B

T e c h n i c al A s s i s t an c e C e n t e r ( T A C ). • C i s c o .c o m S M B k n o wl e d g e b as e . • O n l i n e n e t wo rk t ro u b l e s h o o t i n g t o o l s

d e s i g n e d f o r S M B s . O p e r a t i n g s y s t e m s o f t w a r e u p d a t e s f o r b u g f i x e s .

W h o I t ’ s F o r: T h i s s e rv i c e i s d e s i g n e d f o r o rg an i z at i o n s wi t h l e s s t h an 250 e m pl o y e e s an d l e s s t h an 50 n e t wo rk d e v i c e s . C o v e rag e i s o f f e re d f o r i n d i v i d u al s e l e c t C i s c o S M B -c l as s pro d u c t s an d i s t rac k e d b y d e v i c e s e ri al n u m b e r.

Ci s c o S M AR T n e t S e r v i c e f o r S m a r t Bu s i n e s s Co m m u n i c a t i o n s S y s t e m

S e r v i c e f o r s m a l l a n d m e d i u m -s i z e d b u s i n e s s e s ( S M Bs ) r u n n i n g t h e Ci s c o S m a r t Bu s i n e s s Co m m u n i c a t i o n s S y s t e m t h a t i n c l u d e s : � Ad v a n c e d H a r d w a r e R e p l a c e m e n t

8 x 5 x Ne x t Bu s i n e s s Da y ( NBD) , o p t i o n 2 -h o u r a n d 4 -h o u r o n s i t e p a r t s d e l i v e r y

� 2 4 x 7 d i r e c t c u s t o m e r a c c e s s t o T e c h n i c a l As s i s t a n c e Ce n t e r ( T AC) .

� Ci s c o . c o m k n o w l e d g e b a s e a n d t o o l s � Ap p l i c a t i o n a n d o p e r a t i n g s y s t e m

s o f t w a r e u p d a t e s a n d u p g r a d e s .

W h o I t ’ s F o r : T h i s s e r v i c e i s d e s i g n e d f o r s m a l l a n d m e d i u m b u s i n e s s e s w i t h u p t o 4 8 n e t w o r k u s e r s . Co v e r a g e i s o f f e r e d a t t h e d e v i c e l e v e l a n d t r a c k e d b y d e v i c e s e r i a l n u m b e r .

Ci s c o S o f t w a r e Ap p l i c a t i o n S u p p o r t S e r v i c e s

S o f t w a r e Ap p l i c a t i o n S u p p o r t ( S AS ) a n d S o f t w a r e Ap p l i c a t i o n S u p p o r t p l u s U p g r a d e s ( S AS U ) h e l p y o u m a x i m i z e t h e a v a i l a b i l i t y , s e c u r i t y , a n d p e r f o r m a n c e o f y o u r a p p l i c a t i o n s w i t h 2 4 -h o u r a c c e s s t o

Co v e r s a l l Ci s c o s o f t w a r e a p p l i c a t i o n s , e x c e p t v o i c e p r o d u c t s i n c l u d e d i n t h e Ci s c o U n i f i e d Co m m u n i c a t i o n s o l u t i o n . S AS a n d S AS U a r e p u r c h a s e d b y i n d i v i d u a l


S e r v ice O f f e r in g D e scr ip tion C ov e r a ge t e c h n i c a l s u p p o r t , s o f t w a r e u p d a t e s , a n d w i t h S AS U , m a j o r u p g r a d e s .

Ci s c o s o f t w a r e a p p l i c a t i o n .

Ci s c o S e r v i c e P r o v i d e r ( S P ) Ba s e

Ci s c o S P Ba s e i s d e s i g n e d s p e c i f i c a l l y t o a d d r e s s t h e n e e d s o f s e r v i c e p r o v i d e r s . F r o m c o m m o n n e t w o r k i s s u e s t o c o m p l e x n e t w o r k p r o b l e m s , Ci s c o S P Ba s e h e l p s i m p r o v e n e t w o r k a v a i l a b i l i t y a s w e l l a s r e d u c e s e c u r i t y a n d d o w n t i m e r i s k s f o r s y s t e m s r u n n i n g m i s s i o n -c r i t i c a l a p p l i c a t i o n s .

S o l d d i r e c t l y b y Ci s c o t o s e r v i c e p r o v i d e r s a n d a v a i l a b l e f o r e q u i p m e n t o n t h e s e r v i c e p r o v i d e r ’ s p r o d u c t i o n n e t w o r k .

For m ore in f orm ation about C isco p roduct-sp ecif ic T ech n ical S erv ices, g o to: w w w .cisco.com /g o/sup p ortserv ices

C i s c o S M A R T n et S erv i c e W h en a n etw ork p robl em af f ects du ’ s busin ess-critical system s, you w an t f ast access to tech n ol og y ex p erts w ith ex p erien ce in diag n osin g th e toug h est p robl em s. C isco S M A R T n et S erv ice con n ects you directl y to C isco’ s T A C , staf f ed by C isco p rof ession al s certif ied in a broad ran g e of C isco f oun dation al an d adv an ced tech n ol og ies. C isco’ s T A C w il l autom atical l y route your serv ice req uest to th e ap p rop riate tech n ol og y team an d w il l autom atical l y escal ate your case to th e n ex t l ev el of sup p ort if it is n ot resol v ed w ith in a sp ecif ied tim e f ram e. C isco’ s T A C is av ail abl e 24 h ours a day, 3 65 days a year aroun d th e w orl d, w ith sup p ort av ail abl e in l ocal l an g uag es. I f your assig n ed T A C en g in eer ch an g es f or an y reason bef ore your serv ice req uest is resol v ed, a p erson al h an dof f is com p l eted betw een al l p arties to p rov ide serv ice con tin uity th roug h issue resol ution . Y ou can in teract w ith C isco T A C en g in eers in a w ay th at is m ost con v en ien t an d usef ul f or you, in cl udin g em ail , tel ep h on e, w eb-based col l aboration , an d ev en a state-of -art, f ace-to-f ace discussion usin g C isco W ebE x ® col l aboration . L iv e ch at is ready to h el p you th roug h a serv ice req uest subm ission , an d on l in e v ideo col l aboration is th e p erf ect op tion f or a v irtual troubl esh ootin g session . Hardware Replacement C isco S M A R T n et S erv ice w il l p rov ide du w ith dep en dabl e, f ast access to busin ess-critical rep l acem en t p arts. Y ou can sel ect cov erag e on a dev ice-by-dev ice basis, an d ch oose f rom a v ariety of h ardw are rep l acem en t op tion s, in cl udin g p rem ium op tion s such as tw o-h our rep l acem en t an d on site p arts rep l acem en t an d in stal l ation . D ep en dabl e p arts del iv ery on a g l obal basis is en abl ed by th e C isco serv ice sup p l y ch ain , a n etw ork of ov er 900 sp are p arts dep ots aroun d th e w orl d, m an ag ed by a sop h isticated g l obal in v en tory th at autom ates p arts stock in g p rocesses w orl dw ide. C isco is con stan tl y adj ustin g reg ion al stock h ol din g s so sp ares are av ail abl e w h ere an d w h en du n eeds th em . O nli ne O S U pdates and U pg rades C isco S M A R T n et S erv ice al so en titl es du to on l in e access to th e l atest op eratin g system sof tw are up dates an d up g rades. R ath er th an p urch asin g O S sof tw are up g rades in div idual l y, a S M A R T n et sup p ort con tract sav es you tim e an d m on ey by cov erin g th e cost of up dates, bug


f ix es, an d up g rades f or your l icen sed f eature set. T h ese up g rades en h an ce your ex istin g eq uip m en t w ith th e l atest f eatures such as adv an ced security, reg ul atory com p l ian ce, an d g reater n etw ork cap acity, p oten tial l y addin g years of serv ice an d im p rov ed p erf orm an ce to your n etw ork . A ddition al l y, th e C isco S M A R T n et S erv ice in cl udes a p erson al iz ed S of tw are A dv isor to k eep you adv ised about w h ich n ew sof tw are rel eases are av ail abl e f or your C isco n etw ork dev ices. M o re th an a W arranty C isco S M A R T n et S erv ice g oes f ar beyon d a sim p l e w arran ty rep l acem en t p ol icy. C isco S M A R T n et S erv ice p rov ides troubl esh ootin g sup p ort, adv an ced h ard-w are rep l acem en t op tion s, an d ex ten siv e sel f -h el p an d k n ow l edg e tran sf er to em p ow er your n etw ork op eration s an d sup p ort staf f . A w arran ty on l y of f ers del ayed h ardw are rep l acem en t durin g th e duration of th e w arran ty. T h e f ol l ow in g tabl e sum m ariz es C isco S M A R T n et S erv ices com p ared w ith w arran ty cov erag e. T ab l e 3 : S M A R T n et S erv i c es v s . W arran t y Co v erag e

Available S u p p o r t S M AR T n e t S M AR T n e t O n s it e

9 0 -D ay W ar r an t y

1-Y e ar W ar r an t y

5-Y e ar W ar r an t y ( O p t ic al P r o d u c t s

O n ly ) M ai n t e n an c e re l e as e s f o r o pe rat i o n s y s t e m s o f t ware ( u po n re q u e s t )

Y e s Y e s N o N o N o

M i n o r an d m aj o r re l e as e s f o r o pe rat i o n s y s t e m s o f t ware ( u po n re q u e s t )


C i s c o .c o m re g i s t e re d ac c e s s ( wh e re av ai l ab l e )


T A C s u ppo rt Y e s Y e s N o N o N o 24 -h o u r ac c e s s t o T A C Y e s Y e s N o N o N o A d v an c e d R e pl ac e m e n t o f part s 8 x 5x N B D 8 x 5x 4 24 x 7x 4 24 x 7x 2

Y e s Y e s 10 d ay s 10 d ay s 15 d ay s

O n s i t e f i e l d e n g i n e e r f o r part s re pl ac e m e n t an d i n s t al l at i o n

N o Y e s N o N o N o

S M ART net 8 x 5 x N ex t B u s i nes s D ay A dv an ce R ep l acem en t p arts w il l sh ip th e sam e day to arriv e th e n ex t av ail abl e busin ess day (dep en din g on av ail abil ity in your l ocation ) p rov ided both th e cal l an d th e C isco diag n osis of th e f ail ed h ardw are h as been m ade bef ore 3 P M l ocal tim e in th e custom er’ s reg ion M on day th roug h Friday (ex cl udin g C isco h ol idays) . For req uests af ter 3 P M l ocal tim e in th e custom er’ s reg ion , th e A dv an ce R ep l acem en t w il l sh ip th e n ex t busin ess day.


A dv an ce R ep l acem en t p arts w il l be sh ip p ed usin g a C isco p ref erred carrier, w ith th e f reig h t p rep aid by C isco, ex cl udin g tax es an d f ees w h ere ap p l icabl e. A v ail abil ity f or S M A R T n et 8x 5x 4 an d S M A R T n et 24x 7x 4 is restricted to w ith in 117 m il es (75 k il om eters) of a rap id resp on se dep ot. S M ART net 8 x 5 x 4 A dv an ce R ep l acem en t p arts are del iv ered on site f rom 9 A M to 5 P M l ocal tim e, M on day th roug h Friday (ex cl udin g C isco h ol idays) . C isco w il l m ak e com m ercial l y reason abl e ef f orts to p rov ide a 4-h our resp on se th e sam e busin ess day, p rov ided both th e cal l an d th e C isco diag n osis of th e f ail ed h ardw are h av e been m ade bef ore 1 P M l ocal custom er tim e. For cal l s p l aced af ter 1 P M l ocal custom er tim e, C isco w il l del iv er th e A dv an ce R ep l acem en t th e m orn in g of th e n ex t busin ess day. S M ART net 2 4 x 7 x 4 A dv an ce R ep l acem en t p arts are del iv ered on site 24 h ours a day, 7 days a w eek , including C isco-observ ed h ol idays. C isco w il l m ak e com m ercial l y reason abl e ef f orts to p rov ide a 4-h our resp on se f or on -site del iv ery of th e rep l acem en t p art. C isco w il l use reason abl e com m ercial ef f orts to del iv er th e rep l acem en t p art w ith in 4 h ours f rom th e tim e C isco diag n oses th e p robl em an d determ in es th at a rep l acem en t p art is req uired. S M ART net 2 4 x 7 x 2 A dv an ce R ep l acem en t p arts del iv ered on site 24 h ours a day, 7 days a w eek , in cl udin g C isco-observ ed h ol idays. C isco w il l m ak e com m ercial l y reason abl e ef f orts to p rov ide a 2-h our resp on se f or on site del iv ery of th e rep l acem en t p art. C isco w il l use reason abl e com m ercial ef f orts to del iv er th e rep l acem en t p art w ith in 2 h ours f rom th e tim e C isco diag n oses th e p robl em an d determ in es th at a rep l acem en t p art is req uired. T h is serv ice is g en eral l y on l y av ail abl e f or custom ers l ocated w ith in 25 driv in g m il es (3 9 k il om eters) of a p arts dep ot or auth oriz ed C isco serv ice l ocation in th e U n ited S tates, C an ada, A ustral ia, N ew Z eal an d, an d sel ect coun tries in E urop e, S outh A m erica, an d A sia. T h is m ay v ary by coun try or reg ion .

C i s c o S M A R T n et O n s i t e T h e C isco S M A R T n et O n site op tion in cl udes th e sam e el em en ts as C isco S M A R T n et S erv ice p l us on site tech n ical sup p ort f or h ardw are rep l acem en t an d in stal l ation . C isco S M A R T n et O n site is ideal if you:

• H av e l im ited tech n ical staf f or on site en g in eers. • H av e a sh ortag e of sp are p arts of l im ited w areh ousin g cap acity. • D o n ot h av e n etw ork redun dan cy or al tern ate routin g p ossibil ities. • H av e a n etw ork th at is distributed ov er rem ote of f ices.

For m ore in f orm ation on C isco S M A R T n et an d S M A R T n et O n site S erv ices, g o to: w w w .cisco.com /en /U S /p roducts/sv cs/p s3 03 4/p s2827/p s2978/serv _ g roup _ h om e.h tm l


Cisco Sm art F ound ation Serv ice C isco S m art Foun dation S erv ice of f ers ex cel l en t essen tial sup p ort w ith en try-l ev el af f ordabil ity. D el iv ered by C isco, th is serv ice p rog ram is an easy, af f ordabl e w ay f or du to q uick l y resol v e routin e issues th at m ig h t arise w h en usin g C isco S M B -cl ass p roducts. C isco S m art Foun dation S erv ice com bin es essen tial n etw ork sup p ort w ith easy to use tool s an d resources, an d step -by-step g uidan ce f rom C isco S M B T ech n ical A ssistan ce C en ter (T A C ) en g in eers w h o h av e been sp ecial l y train ed to w ork an d com m un icate w ith S M B I T p erson n el . A ddition al l y, S m art Foun dation S erv ice p rov ides n ex t-busin ess-day h ardw are rep l acem en t an d sof tw are ap p l ication up dates f or bug f ix es. For m ore in f orm ation , g o to: w w w .cisco.com /g o/sm bsa

Cisco Software A pplication Support Serv ices C isco S of tw are A p p l ication S up p ort S erv ices can h el p du k eep your busin ess-critical ap p l ication s av ail abl e, secure, an d op eratin g op tim al l y. T h ey stren g th en th e f un ction al ity an d rel iabil ity of C isco sof tw are ap p l ication s th roug h access to C isco’ s l atest sof tw are up dates, on l in e tool s, an d com m un ities th at h el p you sol v e issues q uick l y to k eep your busin ess op eratin g sm ooth l y an d en rich th e v al ue of your n etw ork in v estm en t. C isco of f ers tw o l ev el s of sup p ort serv ices: C isco S of tw are A p p l ication S up p ort (S A S ) an d C isco S of tw are A p p l ication S up p ort p l us U p g rades (S A S U ) . S A S an d S A S U can be p urch ased as ren ew abl e an n ual or m ul ti-year con tracts.

C i s c o S o f t w are A p p l i c at i o n S up p o rt C isco S of tw are A p p l ication S up p ort (S A S ) del iv ers tim el y, un in terrup ted access to C isco’ s l atest sof tw are ap p l ication up dates, in cl udin g bug f ix es, m ain ten an ce, an d m in or rel eases f or th e cov ered sof tw are ap p l ication as w el l as 24-h our tech n ical assistan ce f rom C isco’ s T ech n ical A ssistan ce C en ter (T A C ) an d un restricted access to a w ide ran g e of on l in e tool s an d com m un ities.

C i s c o S o f t w are A p p l i c at i o n S up p o rt P l us U p g rad es C isco S of tw are A p p l ication p l us U p g rades (S A S U ) del iv ers al l th e com p on en ts of S A S , p l us m aj or up g rade rel eases th at m ig h t in cl ude sig n if ican t arch itectural ch an g es an d n ew f eatures an d f un ction al ity. For m ore in f orm ation on S A S an d S A S U , g o to: w w w .cisco.com /g o/serv ices/ap p l ication sup p ort

Cisco T echnology-Specific O perate Serv ices C isco an d its p artn ers of f er a v ariety of serv ices to sup p ort custom ers in successf ul l y op eratin g sp ecif ic C isco tech n ol og ies. T h e f ol l ow in g tabl e p rov ides an ov erv iew of C isco tech n ol og y-sp ecif ic O p erate S erv ices.


C i s c o U n i f i ed C o m m un i c at i o n s C i s co U ni f i ed C o mmu ni cati o ns E s s enti al O perate S erv i ce T ab l e 4 : Ci s c o T ec h n o l o g y -S pec i f i c O perat e S erv i c es - U n i f i ed Co m m u n i c at i o n s S e r v ice O f f e r in g D e scr ip tion C ov e r a ge Ci s c o U n i f i e d Co m m u n i c a t i o n s E s s e n t i a l O p e r a t e S e r v i c e a n d Ap p l i c a t i o n S o f t w a r e

2 4 x 7 d i r e c t c u s t o m e r a c c e s s t o Ci s c o E n g i n e e r s a t t h e T AC S o f t w a r e a p p l i c a t i o n s u p p o r t a n d m i n o r u p d a t e s Ci s c o . c o m k n o w l e d g e b a s e , i n c l u d i n g a c c e s s t o S o f t w a r e Ad v i s o r , T e c h n i c a l As s i s t a n c e Ce n t e r ( T AC) Ca s e Co l l e c t i o n , M y T e c h S u p p o r t , O u t p u t I n t e r p r e t e r , p e e r -t o -p e e r o n l i n e f o r u m s , a n d t h e T AC n e w s l e t t e r ( Ci s c o S M AR T n e t S e r v i c e s c a n b e p u r c h a s e d s e p a r a t e l y f o r h a r d w a r e a n d O S s u p p o r t )

T e c h n i c a l a n d m a i n t e n a n c e s u p p o r t f o r Ci s c o U n i f i e d Co m m u n i c a t i o n s s o f t w a r e a p p l i c a t i o n s

Ci s c o U n i f i e d Co m m u n i c a t i o n s S o f t w a r e S u b s c r i p t i o n

P r o v i d e s m a j o r u p g r a d e s t o Ci s c o U n i f i e d Co m m u n i c a t i o n s s o f t w a r e

Ci s c o U n i f i e d Co m m u n i c a t i o n s s o f t w a r e a p p l i c a t i o n s

W ith th e C isco E ssen tial O p erate S erv ice, you g ain 24-h our, 3 65-day-a-year access to C isco en g in eers an d certif ied p artn ers w h o are h ig h l y train ed, h av e a deep un derstan din g of C isco U n if ied C om m un ication s p roducts an d tech n ol og ies, an d h av e ex ten siv e ex p erien ce ev al uatin g th e p erf orm an ce of com p l ex com m un ication s system s. W ith on e p h on e cal l , you can reach a team of en g in eers certif ied to w ork th roug h th e p robl em an d resol v e th e issue q uick l y. For m ore in f orm ation about th e C isco U n if ied C om m un ication s E ssen tial O p erate S erv ice, g o to: w w w .cisco.com /en /U S /serv ices/p s2961/p s2664/serv ices_ data_ sh eet0900aecd8042826b.p df C i s co U ni f i ed C o mmu ni cati o ns S o f tware S u b s cri pti o n T h e C isco U n if ied C om m un ication s S of tw are S ubscrip tion p rov ides a cost-ef f ectiv e w ay to p redict an d p l an your un if ied com m un ication s up g rades ov er a n um ber of years. T h e C isco U n if ied C om m un ication s S of tw are S ubscrip tion com p l em en ts C isco U n if ied C om m un ication s O p erate S erv ices to h el p you m ain tain h ig h av ail abil ity, security, an d op eration al ef f icien cy. A C isco U n if ied C om m un ication s O p erate S erv ices con tract is req uired in order to p urch ase C isco U n if ied C om m un ication s S of tw are S ubscrip tion . For m ore in f orm ation on C isco U n if ied C om m un ication s S of tw are S ubscrip tion , g o to: w w w .cisco.com /en /U S /p roducts/sw /v oicesw /p s556/p roducts_ an n oun cem en t0900aecd8049ad50.h tm l


C i s c o S ec uri t y T ab l e 5 : Ci s c o T ec h n o l o g y -S pec i f i c O perat e S erv i c es – S ec u ri t y S e r v ice O f f e r in g D e scr ip tion C ov e r a ge Ci s c o S e c u r i t y I n t e l l i S h i e l d Al e r t M a n a g e r S e r v i c e

Cu s t o m i z a b l e , W e b -b a s e d t h r e a t a n d v u l n e r a b i l i t y a l e r t s e r v i c e t h a t a l l o w s c u s t o m e r s t o e a s i l y a c c e s s a n d r e c e i v e t i m e l y , a c c u r a t e , c r e d i b l e , a n d v e n d o r -n e u t r a l i n t e l l i g e n c e a b o u t p o t e n t i a l t h r e a t s a n d v u l n e r a b i l i t i e s i n t h e i r e n v i r o n m e n t .

Cu r r e n t l y s t a n d -a l o n e a n d p r o v i d e s i n t e l l i g e n c e a l e r t s t o c l i e n t s o v e r 1 7 0 0 d i f f e r e n t v e n d o r s ' a p p l i c a t i o n s , p l a t f o r m s , s o f t w a r e , e t c . Ci s c o S e r v i c e s f o r I P S c u s t o m e r s h a v e a c c e s s t o t h e Ci s c o S e c u r i t y I n t e l l i S h i e l d Al e r t M a n a g e r d a t a b a s e . Ci s c o I P S S i g n a t u r e i n f o r m a t i o n i s c o r r e l a t e d a n d a v a i l a b l e i n t h e I n t e l l i S h i e l d Al e r t M a n a g e r a l e r t s .

Ci s c o S e r v i c e s f o r I n t r u s i o n P r e v e n t i o n S y s t e m s ( I P S )

Ci s c o I P S s i g n a t u r e u p d a t e s a n d a l e r t s a b o u t a v a i l a b i l i t y o f s i g n a t u r e s , O S s o f t w a r e u p d a t e s , t e c h n i c a l s u p p o r t , h a r d w a r e r e p l a c e m e n t o p t i o n s , a n d a c c e s s t o o n l i n e s e c u r i t y k n o w l e d g e b a s e .

Al l Ci s c o I P S p r o d u c t s .

Ci s c o S e c u r i t y R e m o t e M a n a g e m e n t S e r v i c e

Co -m a n a g e m e n t s e r v i c e t o s i m p l i f y s e c u r i t y m a n a g e m e n t f o r c o n v e r g e d n e t w o r k s . E x p e r t l y i d e n t i f i e s a n d r e s o l v e s p r o b l e m s q u i c k l y a n d a c c u r a t e l y , h e l p i n g c u s t o m e r s r e d u c e o p e r a t i n g e x p e n d i t u r e s a n d i m p r o v e n e t w o r k a v a i l a b i l i t y . I n c l u d e s c o m p r e h e n s i v e r e m o t e m o n i t o r i n g , i s s u e r e s o l u t i o n , a n d d a y -t o -d a y m a n a g e m e n t o f n e t w o r k d e v i c e s —2 4 h o u r s a d a y , s e v e n d a y s a w e e k .

S u p p o r t s a l l Ci s c o S e c u r i t y e q u i p m e n t . S M AR T n e t o r S M AR T n e t CBR a n d F o u n d a t i o n T e c h n o l o g y R e m o t e M a n a g e m e n t S e r v i c e a r e r e q u i r e d b e f o r e a d d i n g t h i s s e r v i c e .

C i s co S ecu ri ty I ntelli S h i eld Alert M anag er S erv i ce C isco S ecurity I n tel l iS h iel d A l ert M an ag er S erv ice p rov ides a com p reh en siv e set of serv ices f or del iv erin g th e security in tel l ig en ce your busin ess n eeds to h el p p rev en t, m itig ate, an d q uick l y rem ediate p oten tial I T v ul n erabil ities an d attack s. T h is f ul l y custom iz abl e th reat an d v ul n erabil ity al ert serv ice h el p s your I T staf f easil y access tim el y, accurate, an d credibl e in f orm ation about p oten tial v ul n erabil ities in your en v iron m en t, w ith out tim e-con sum in g research . A W eb-based subscrip tion serv ice, C isco S ecurity I n tel l iS h iel d A l ert M an ag er S erv ice al l ow s you to def in e your un iq ue n etw ork dev ices, system s, an d ap p l ication s al on g w ith your criteria f or th e typ e, sev erity, an d urg en cy of th e th reats th at sh oul d be rep orted. T h e serv ice th en p rov ides n otif ication s of f il tered al erts an d del iv ers on l y th e rel ev an t in f orm ation to your busin ess, arm in g


your security p erson n el w ith th e in tel l ig en ce th ey n eed to tak e rap id action an d p rotect critical system s. E ach al ert is rated f or urg en cy, sev erity, an d credibil ity, an d in cl udes detail ed an al ysis an d rem ediation or p atch es w h en av ail abl e. A s a resul t, security p erson n el can w ork m ore q uick l y an d ef f icien tl y, better p rioritiz e rem ediation activ ities, an d m ore ef f ectiv el y p rotect your busin ess. For I P S p roducts, th e I n tel l iS h iel d A l ert M an ag er S earch A ccess f eature p rov ides C isco S erv ices f or I P S cl ien ts w ith access to a v ery ex ten siv e col l ection of v en dor-n eutral security in tel l ig en ce al erts in th e in dustry. du can access a f ul l y in dex ed an d search abl e database th at g oes back six years an d con tain s m ore th an 1,700 v en dors, 5,500 p roducts, an d 20,000 district v ersion s of ap p l ication s. C isco S erv ices f or I P S cl ien ts w h o subscribe to th is serv ice can p erf orm targ eted search es to disp l ay I n tel l iS h iel d al erts th at con tain correl ated C isco I P S sig n ature in f orm ation . S ubscribers can al so v iew an I P S S ig n ature l ist p ag e th at is search abl e an d w il l disp l ay C isco I P S sig n atures correl ated w ith I n tel l iS h iel d al erts. C isco I P S sig n ature in f orm ation is correl ated an d av ail abl e in th e I n tel l iS h iel d A l ert M an ag er al erts. O rg an iz ation s can p erf orm targ eted search es to disp l ay C isco I P S sig n atures associated w ith dif f eren t th reats to h el p en sure th at th ey h av e th e m ost up -to-date in tel l ig en ce. For m ore in f orm ation , g o to: w w w .cisco.com /en /U S /p roducts/p s683 4/serv _ g roup _ h om e.h tm l an d w w w .cisco.com /l eg al /C isco_ S ecurity_ I n tel l iS h iel d_ A l ert_ M an ag er_ S erv ice.p df C i s co S erv i ces f o r I ntru s i o n P rev enti o n S y s tems C isco S erv ices f or I n trusion P rev en tion S ystem (I P S ) p rov ide a critical com p on en t to your C isco I P S n etw ork p rotection . C isco S erv ices f or I P S p rov ide on g oin g sig n ature f il e up dates; search access to C isco S ecurity I n tel l iS h iel d A l ert M an ag er L ibrary, op eratin g system sof tw are up dates; h ardw are an d sof tw are sup p ort to k eep C isco I P S sol ution s con tin ual l y up -to-date an d ef f ectiv e ag ain st n ew n etw ork th reats. T h is 24-h our sup p ort can h el p you better p rotect ag ain st security risk s, reduce th e p oten tial ef f ects of n etw ork th reats, an d en h an ce staf f p roductiv ity an d n etw ork av ail abil ity. C isco h as a l arg e in tern al com m un ity of security ex p erts dedicated to con ductin g research on th reats an d v ul n erabil ities an d dev el op in g coun ter m easures an d action abl e in tel l ig en ce to h el p custom ers an d p artn ers m itig ate risk s. T h is com m un ity con sists of th e C isco I n tel l iS h iel d R esearch T eam , C isco P roduct S ecurity I n ciden t R esp on se T eam (P S I R T ) , I P S S ig n ature team , C isco A p p l ied I n tel l ig en ce, C isco S ecurity T ech n ol og y A ssessm en t T eam (S T A T ) , an d oth ers. S ig n atures are g en eral l y rel eased w eek l y. S ig n ature rel ease tim el in ess dep en ds on m an y f actors, in cl udin g but n ot l im ited to th e urg en cy of th e v ul n erabil ity, th e sev erity of th e p oten tial dam ag e, an d th e credibil ity of th e source. For urg en t v ul n erabil ities, C isco w oul d rel ease sig n atures in l ess th an eig h t h ours f rom discov ery of th e v ul n erabil ity. R ecen t sig n atures resul tin g f rom M icrosof t T uesday B ul l etin s h av e been rel eased in l ess th an th ree h ours. C isco S erv ices f or I P S con tracts p rov ide custom ers w ith th e f ol l ow in g f eatures:

• Freq uen t I P S in tel l ig en ce, sig n ature, an d detection en g in e up dates f rom C isco G l obal S ecurity I n tel l ig en ce E n g in eerin g p rov ide up -to-th e-m in ute th reat an d v ul n erabil ity p rotection


• A ccess to C isco I n tel l iS h iel d S earch A ccess f eature f or detail ed research on th e l atest th reats an d v ul n erabil ities correl ated w ith I P S sig n atures

• O n g oin g C isco I P S op eratin g system sof tw are up dates an d up g rades f or im p rov ed security, p erf orm an ce an d dev ice m an ag em en t

• A roun d-th e-cl ock g l obal access to th e C isco T ech n ical A ssistan ce C en ter (T A C ) • A ccess to th e ex ten siv e C isco.com k n ow l edg e base an d tool s • A dv an ced h ardw are rep l acem en t (ran g in g f rom n ex t-busin ess-day p arts rep l acem en t to

aroun d-th e-cl ock , 2-h our p arts rep l acem en t w ith on -site f iel d en g in eerin g sup p ort) For m ore in f orm ation , g o to: w w w .cisco.com /en /U S /p roducts/p s6076/serv _ g roup _ h om e.h tm l an d w w w .cisco.com /l eg al /C isco_ I P S .p df

Cisco O perations T echnical Support Serv ices C isco O p eration s T ech n ical S up p ort S erv ices p rov ide th e f ast, p erson al iz ed op eration al an d tech n ical sup p ort th at du req uires, del iv erin g com p reh en siv e m an ag em en t of n etw ork issues an d dedicated access to w orl d-cl ass C isco sup p ort resources. C isco O p eration s T ech n ical S up p ort S erv ices are desig n ed to con tin ual l y im p rov e your op eration al ef f icien cy, n etw ork rel iabil ity, an d n etw ork av ail abil ity, w h ich con tributes to th e ov eral l p roductiv ity of your org an iz ation . C isco O p eration s T ech n ical S up p ort S erv ices f al l w ith in th e O p erate p h ase of th e n etw ork l if ecycl e, w h ich f ocuses on m ain tain in g , m an ag in g , an d rep airin g th e n etw ork . T h e com bin ed ben ef its of C isco H ig h -T ouch O p eration s M an ag em en t S erv ice (H T O M ) , an d C isco H ig h -T ouch E n g in eerin g S erv ice (H T E ) h el p reduce th e im p act of n etw ork outag es an d reduce th e ch an ce of issue recurren ce, resul tin g in a m ore stabl e, rel iabl e n etw ork th at is p rim ed to ev ol v e q uick l y al on g w ith your busin ess. T ab l e 6 : Ci s c o O perat i o n s T ec h n i c al S u ppo rt S erv i c es

S e r v ice O f f e r in g

D e scr ip tion C ov e r a ge

C i s c o O pe rat i o n s T e c h n i c al S u ppo rt S e rv i c e

T h i s s e rv i c e c o m pl e m e n t s S M A R T n e t an d i n c l u d e s o n e s t an d ard s e rv i c e o f f e ri n g an d t wo ad d i t i o n al o pt i o n s : • H igh -T ou ch O p e r a tion s M a n a ge m e n t ( sta n d a r d of f e r in g) : P e rs o n al i z e d s u ppo rt 8 h o u rs a d ay , 5 d ay s a we e k f ro m a C i s c o o pe rat i o n s m an ag e r wh o c an h e l p i m pro v e t h e o pe rat i o n al pro f i c i e n c y , pro d u c t i v i t y , an d e f f i c i e n c y o f i n t e rn al c u s t o m e r s t af f an d y o u r C i s c o n e t wo rk .

• H igh -T ou ch E n gin e e r in g: A c c e s s t o a d e s i g n at e d e n g i n e e r f am i l i ar wi t h t h e c u s t o m e r’ s b u s i n e s s ,

S u ppo rt s al l C i s c o e q u i pm e n t an d i s pu rc h as e d at n e t wo rk -b as e d pri c i n g as t h e s e rv i c e i s n e t wo rk -wi d e . S M A R T n e t o r S P B as e i s re q u i re d b e f o re H i g h -T o u c h O pe rat i o n s M an ag e m e n t m ay b e pu rc h as e d . S M A R T n e t o r S P B as e an d H i g h -T o u c h O pe rat i o n s M an ag e m e n t are re q u i re d b e f o re H i g h -T o u c h T e c h n i c al S u ppo rt i s ad d e d . S M A R T n e t o r S P B as e , H i g h -T o u c h O pe rat i o n s M an ag e m e n t , an d H i g h -T o u c h T e c h n i c al S u ppo rt are re q u i re d b e f o re H i g h -T o u c h En g i n e e ri n g i s ad d e d .


S e r v ice O f f e r in g

D e scr ip tion C ov e r a ge

o pe rat i o n s , an d n e t wo rk h i s t o ry , 8 h o u rs a d ay , 5 d ay s a we e k . T h i s s e rv i c e f o c u s e s o n re ac t i v e m e as u re s , i n c l u d i n g d i ag n o s t i c s an d an al y s i s an d re c o m m e n d at i o n s f o r pre v e n t at i v e m e as u re s .


Cisco P roa ct ive Services C isco P roactiv e S erv ices h el p en abl e du to m ain tain h ig h p erf orm an ce l ev el s, h ig h av ail abil ity, an d h ig h q ual ity of serv ice in your n etw ork th roug h :

• E x p ertise an d p rov en m eth odol og ies th roug h out th e n etw ork l if ecycl e. • E x p ert con sul tation , sup p ort, an d g uidan ce at critical stag es.

S ustain in g a h ig h -p erf orm an ce n etw ork to con tin ual l y m eet ch an g in g busin ess ch al l en g es req uires on g oin g p erf orm an ce an d av ail abil ity an al ysis. B y ef f ectiv el y rev iew in g your n etw ork dev ices, col l ectin g p erf orm an ce-rel ated data, an d ap p l yin g C isco l eadin g p ractices, C isco O p tim iz ation S erv ices of f er du g reater in sig h t in to your n etw ork , h el p in g you reduce op eration al costs, in corp orate adv an ced tech n ol og ies, an d en h an ce n etw ork rel iabil ity. C isco P roactiv e S erv ices en abl e you to:

• E x p erien ce th e p oten tial of n ew adv an ced tech n ol og ies f aster by op tim iz in g th e f oun dation n etw ork

• I m p rov e th e p erf orm an ce of n etw ork eq uip m en t th roug h p erf orm an ce an al ysis an d recom m en dation s

• R educe n etw ork op eration s costs an d en h an ce n etw ork rel iabil ity by iden tif yin g p oten tial p erf orm an ce p robl em s an d m ak in g im p rov em en t recom m en dation s

• E n h an ce n etw ork security w ith security arch itecture an d risk assessm en t rep orts • P erf orm critical n etw ork ch an g es m ore ef f ectiv el y an d ef f icien tl y th roug h ch an g e sup p ort

an d sof tw are strateg y • I n crease th e sel f -suf f icien cy of your n etw ork sup p ort staf f th roug h con tin uous l earn in g

an d k n ow l edg e tran sf er

C i s c o N et w o rk P ro ac t i v e S erv i c es W ith C isco N etw ork P roactiv e S erv ices, a team of p rof ession al s f ocused on m ak in g sure your n etw ork is op tim iz ed w il l w ork w ith du to sup p ort your busin ess obj ectiv es. W ork in g w ith your team , w e h el p you to:

• I m p l em en t ch an g es m ore successf ul l y • I m p rov e n etw ork stabil ity, av ail abil ity, an d rel iabil ity an d p roactiv el y iden tif y an d resp on d

to issues • I m p rov e your sof tw are m an ag em en t p ractices an d reduce n etw ork com p l ex ity • A ch iev e al ig n m en t w ith your n etw ork m an ag em en t g oal s • M ore ef f ectiv el y m an ag e ch an g es to your n etw ork an d k eep your security arch itecture

op tim iz ed • I n crease th e sel f -suf f icien cy of your n etw ork in g team s


C isco N etw ork O p tim iz ation S erv ice com bin es N etw ork A ssessm en t, N etw ork S up p ort, an d N etw ork L earn in g in a tig h tl y in teg rated, com p reh en siv e subscrip tion p ack ag e. T h is serv ice f ocuses on op tim iz in g your core routin g an d sw itch in g n etw ork to m eet f uture n eeds, an d h el p in g your team succeed w ith n ew tech n ol og ies.

• Net w o rk A s s es s m en t : H el p im p rov e n etw ork p erf orm an ce an d p rep are th e in f rastructure f or f uture ch an g es.

• Net w o rk S u ppo rt : H el p m ak e th e n etw ork m ore resil ien t, stabl e, an d p redictabl e. • Net w o rk L earn i n g : H el p in crease your team ’ s sel f -suf f icien cy by sh arin g k n ow l edg e an d

l eadin g p ractices. N etwo rk As s es s ment N etw ork assessm en ts an d strateg y rev iew s can h el p du im p rov e n etw ork p erf orm an ce an d p rep are th e in f rastructure f or f uture ch an g es. C isco w il l h el p you op tim iz e your l ab an d test p rop osed ch an g es, m ore ef f ectiv el y m an ag e th e sof tw are l if ecycl e, buil d a n etw ork m an ag em en t roadm ap , an d p rep are your n etw ork an d team to m an ag e ch an g e. T ab l e 7 : Net w o rk A s s es s m en t A c t i v i t i es , D el i v erab l es , an d B en ef i t s

A ctiv itie s a n d D e l i v e r a b l e s B e n e f its T e stin g a n d l a b str a te gy r e v ie w : R e v i e w o f y o u r n e t wo rk t e s t e n v i ro n m e n t , re s o u rc e s , an d g o al s . A n al y s i s o f y o u r c u rre n t t e s t i n g prac t i c e s an d l ab s t rat e g y . ( R e po rt ) T e st cy cl e a n d r e v ie w : T e s t appl i c at i o n s , t e c h n o l o g i e s , e t c . b as e d o n re v i e w o f y o u r b u s i n e s s re q u i re m e n t s an d o b j e c t i v e s . ( R e po rt ) R ou tin g a n d sw itch in g d e sign su p p or t: R e v i e w o f d e s i g n pri o ri t i e s , g o al s , an d re q u i re m e n t s f o r m o d i f y i n g y o u r e x i s t i n g arc h i t e c t u re o r d e s i g n . R e c o m m e n d at i o n s i n c l u d e d . ( R e po rt )

T e s t i n g an d l ab s t rat e g y re v i e w, t e s t c y c l e an d re v i e w, an d ro u t i n g an d s wi t c h i n g d e s i g n re v i e w h e l p y o u t o :

• I m pro v e y o u r l ab t e s t i n g m e t h o d o l o g i e s b y i d e n t i f y i n g t e s t i n g an d c u rre n t l ab s t rat e g y c apab i l i t i e s an d are as f o r i m pro v e m e n t .

• P ro t e c t t h e n e t wo rk b y v al i d at i n g pro po s e d c h an g e s i n a s u i t ab l y e q u i ppe d an d c o n t ro l l e d e n v i ro n m e n t .

• V al i d at e pro po s e d c h an g e s m e e t d e s i g n g o al s an d o b j e c t i v e s .

N etwo rk S u ppo rt N etw ork S up p ort w il l h el p m ak e du ’ s n etw ork m ore resil ien t, stabl e, an d p redictabl e th roug h sup p ort as you tak e action on N etw ork A ssessm en t recom m en dation s. W e’ l l h el p you p roactiv el y iden tif y issues, im p rov e con sisten cy, stan dardiz ation , an d p erf orm an ce, an d m ore ef f ectiv el y m an ag e ch an g e. T ab l e 8 : Net w o rk S u ppo rt A c t i v i t i es , D el i v erab l es , an d B en ef i t s

A ctiv itie s a n d D e l i v e r a b l e s B e n e f its O n site n e tw or k P r oa ctiv e su p p or t: O n g o i n g o n s i t e s u ppo rt f o r C i s c o N e t wo rk O pt i m i z at i o n S e rv i c e d e l i v e ry .

S u ppo rt an d a n e t wo rk i m pro v e m e n t pl an h e l p y o u t o : M o re e f f e c t i v e l y m an ag e c h an g e s t o y o u r


A ctiv itie s a n d D e l i v e r a b l e s B e n e f its O n site n e tw or k con su l tin g su p p or t: O n g o i n g o n s i t e t e c h n i c al o r pro j e c t m an ag e m e n t l e ad e rs h i p. N e tw or k a v a il a b il ity ga p r e sol u tion su p p or t: R e v i e w o f pl an s an d s u ppo rt f o r y o u r e f f o rt s t o re s o l v e i d e n t i f i e d o pe rat i o n al g aps t h at m i g h t af f e c t av ai l ab i l i t y . O n goin g e s c al at i o n e n gin e e r in g su p p or t: I n f o rm at i o n pro v i d e d t o t h e C i s c o T e c h n i c al A s s i s t an c e C e n t e r o r H i g h -T o u c h T e c h n i c al S u ppo rt S e rv i c e e n g i n e e rs wo rk i n g t o re s t o re s e rv i c e . S ch e d u l e d ch a n ge su p p or t: C o l l ab o rat i v e e v al u at i o n o f t h e po t e n t i al e f f e c t s o f pro po s e d m aj o r n e t wo rk c h an g e s . N e tw or k im p r ov e m e n t p l a n : R e c o m m e n d at i o n s f ro m o t h e r s e rv i c e d e l i v e rab l e s c o m pi l e d i n t o a s i n g l e pl an an d t rac k e f f o rt s t o ac t i o n t h e m . ( R e po rt .)

n e t wo rk b y re v i e wi n g y o u r i m pl e m e n t at i o n pro c e d u re s an d pro v i d i n g re m o t e as s i s t an c e i n e f f o rt s t o re s o l v e pro b l e m s t h at m i g h t o c c u r. S pe e d s e rv i c e re s t o rat i o n wi t h s u ppo rt f ro m s o m e o n e i n t i m at e l y k n o wl e d g e ab l e ab o u t y o u r n e t wo rk an d b u s i n e s s . M o re e f f e c t i v e l y pri o ri t i z e an d t rac k pro g re s s o n i m pl e m e n t i n g re c o m m e n d at i o n s t h ro u g h c e n t ral m an ag e m e n t o f y o u r o v e ral l n e t wo rk i m pro v e m e n t pl an .

S y sl og a n a l y sis r e p or t: A n al y s i s o f c o l l e c t e d s y s l o g m e s s ag e s f o r e v e n t c o rre l at i o n , d e v i c e h e al t h , an d b as e l i n e m e t ri c s . ( R e po rt .)

O n g o i n g n e t wo rk m an ag e m e n t s u ppo rt an d s y s l o g an al y s i s h e l p y o u t o : I m pro v e l o n g -t e rm n e t wo rk re l i ab i l i t y b y h av i n g v i s i b i l i t y t o d e v i c e m e t ri c s . I m pro v e n e t wo rk s t ab i l i t y t h ro u g h s y s l o g m e s s ag e t re n d i n g t o i d e n t i f y re pe at i n g , u n re s o l v e d i s s u e s .

• O n goin g sof tw a r e su p p or t: G e n e ral s u ppo rt pe rt ai n i n g t o f e at u re s an d i n t e ro pe rab i l i t y o f s o f t ware pl an n e d f o r o r i n u s e i n y o u r n e t wo rk .

• S of tw a r e se cu r ity a l e r t: A n al y s i s o f C i s c o s e c u ri t y ad v i s o ri e s f o r i s s u e s wi t h po t e n t i al t o af f e c t y o u r n e t wo rk . ( R e po rt .)

• P r oa ctiv e sof tw a r e r e com m e n d a tion r e p or t: R e c o m m e n d at i o n s f o r s o f t ware t h at m e e t s y o u r b u s i n e s s n e e d s . ( R e po rt .)

• S of tw a r e in f r a str u ctu r e a n a l y sis r e p or t: A n al y s i s o f y o u r s o f t ware d i v e rs i t y an d c o n f o rm an c e t o y o u r s o f t ware re l e as e s t an d ard s , an d n o t i f i c at i o n o f re l e as e m i l e s t o n e s . ( R e po rt .)

• C on f igu r a tion b e st p r a ctice s r e p or t: A n al y s i s o f d e v i c e c o n f i g u rat i o n s f o r t e c h n o l o g y an d s o f t ware f e at u re s , pro t o c o l s , an d n e t wo rk m an ag e m e n t ; wi t h re c o m m e n d at i o n s . ( R e po rt .)

• C u stom con f igu r a tion r e p or t: C o m pari s o n o f y o u r n e t wo rk i n g d e v i c e c o n f i g u rat i o n s t o y o u r d e v i c e c o n f i g u rat i o n t e m pl at e s t an d ard s . ( R e po rt .)

• S o f t ware s u ppo rt , s e c u ri t y al e rt s , an al y s i s , c o n f i g u rat i o n re po rt i n g , an d re c o m m e n d at i o n s h e l p y o u t o :

• I m pro v e n e t wo rk s e c u ri t y an d re s i l i e n c y b y n o t i f y i n g y o u o f d e v i c e s an d s o f t ware re l e as e s af f e c t e d o r po t e n t i al l y af f e c t e d b y k n o wn i s s u e s an d pro v i d i n g re c o m m e n d at i o n s t o m i t i g at e ri s k .

• I m pro v e n e t wo rk pe rf o rm an c e , re l i ab i l i t y , an d f u n c t i o n al i t y b y pro v i d i n g t h e i n f o rm at i o n y o u n e e d t o d e pl o y t h e ri g h t s o f t ware re l e as e s f o r y o u r n e t wo rk .

• R e d u c e n e t wo rk c o m pl e x i t y b y pro v i d i n g t h e i n f o rm at i o n y o u n e e d t o m an ag e s o f t ware d i v e rs i t y an d re d u c e v ari ab l e s .

• I m pro v e v i s i b i l i t y t o y o u r s o f t ware re l e as e s t an d ard c o n f o rm an c e .

• I m pro v e c o n s i s t e n c y , s t an d ard i z at i o n , pe rf o rm an c e , an d s t ab i l i t y b y pro v i d i n g re c o m m e n d at i o n s f o r m o d i f y i n g d e v i c e c o n f i g u rat i o n at t ri b u t e s .

• O n goin g h a r d w a r e su p p or t: G e n e ral s u ppo rt t o • H ard ware s u ppo rt , au d i t s , re po rt s , an d


A ctiv itie s a n d D e l i v e r a b l e s B e n e f its h e l p y o u u n d e rs t an d an d re s po n d t o d e v i c e i n f o rm at i o n pe rt i n e n t t o y o u r n e t wo rk s t an d ard s .

• T e ch n ol ogy or p r otocol a u d it: A n al y s i s o f n e t wo rk d e v i c e m e t ri c s pe rt ai n i n g t o h ard ware i n v e n t o ry , s t ab i l i t y , pe rf o rm an c e , c o n f i g u rat i o n , an d f au l t s ; wi t h re c o m m e n d at i o n s . ( R e po rt .)

• E n gin e e r in g r e com m e n d a tion r e p or t: En g i n e e ri n g re c o m m e n d at i o n s f o r y o u r n e t wo rk s t an d ard s f o r d e v i c e s t ab i l i t y , pe rf o rm an c e , o r t u n i n g . ( R e po rt .)

• H a r d w a r e f ie l d n otice r e p or t: A n al y s i s o f C i s c o f i e l d n o t i c e s f o r i s s u e s wi t h po t e n t i al t o af f e c t y o u r n e t wo rk d e v i c e s . ( R e po rt .)

• H a r d w a r e e n d -of -X r e p or t: C u s t o m i z e d i n f o rm at i o n ab o u t C i s c o pro d u c t f am i l y m i l e s t o n e s s u c h as e n d o f s al e , e n d o f e n g i n e e ri n g , o r e n d o f l i f e . ( R e po rt .)

re c o m m e n d at i o n s h e l p y o u t o : • P ro ac t i v e l y i d e n t i f y i s s u e s t h at m i g h t af f e c t

pe rf o rm an c e an d s t ab i l i t y b y pro v i d i n g d at a c o l l e c t i o n an d t re n d i n g .

• I m pro v e c o n s i s t e n c y , s t an d ard i z at i o n , pe rf o rm an c e , an d s t ab i l i t y b y i d e n t i f y i n g t re n d s an d pro v i d i n g re c o m m e n d at i o n s f o r m o d i f y i n g d e v i c e , f e at u re , an d /o r pro t o c o l at t ri b u t e s .

• R ai s e y o u r aware n e s s o f i s s u e s t h at h av e po t e n t i al t o af f e c t y o u r n e t wo rk d e v i c e s .

• M o re e f f e c t i v e l y m an ag e an d pl an f o r e q u i pm e n t s t an d ard i z at i o n b y n o t i f y i n g y o u ab o u t u pc o m i n g s u ppo rt ab i l i t y m i l e s t o n e s f o r t h e d e v i c e s i n y o u r n e t wo rk .

• O n goin g d e sign su p p or t: O n g o i n g d e s i g n s u ppo rt f o r i n c re m e n t al c h an g e s t o t h e n e t wo rk o r arc h i t e c t u re .

• O n g o i n g d e s i g n s u ppo rt h e l ps y o u t o : • I m pro v e n e t wo rk s t ab i l i t y an d av ai l ab i l i t y b y

s u ppo rt i n g y o u i n m ai n t ai n i n g an d e v o l v i n g y o u r d e s i g n s t an d ard s .

• B o l s t e r pre d i c t ab i l i t y b y pro v i d i n g g u i d an c e f o r t u n i n g t h e n e t wo rk i n ac c o rd an c e wi t h y o u r d e s i g n g o al s .

• M o re e f f e c t i v e l y re s po n d t o i s s u e s t h at ari s e wh e n y o u m ak e c h an g e s t o t h e n e t wo rk o r h o w t h e n e t wo rk i s u s e d .

N etwo rk L earni ng N etw ork L earn in g p rov ides a robust set of resources an d cap abil ities h el p p rep are your staf f to succeed w ith n ew tech n ol og y. T ab l e 9 : Net w o rk L earn i n g A c t i v i t i es , D el i v erab l es , an d B en ef i t s

A ctiv itie s a n d D e l i v e r a b l e s B e n e f its R e m ote k n ow l e d ge tr a n sf e r se ssion : D e l i v e r re m o t e k n o wl e d g e -t ran s f e r s e s s i o n s ab o u t C i s c o pro d u c t s an d t e c h n o l o g i e s y o u u s e . T e ch n ica l K n ow l e d ge Lib r a r y : P ro v i d e ac c e s s t o m u l t i m e d i a re s o u rc e s an d o n l i n e d o c u m e n t s i n t h e C i s c o T e c h n i c al K n o wl e d g e L i b rary . .

K n o wl e d g e t ran s f e r, T e c h n i c al K n o wl e d g e L i b rary ac c e s s , an d f o rm al t rai n i n g h e l p i n c re as e t h e s e l f -s u f f i c i e n c y o f y o u r n e t wo rk s u ppo rt t e am b y s h ari n g k n o wl e d g e , b e s t prac t i c e s , an d i n t e l l e c t u al pro pe rt y an d pro v i d i n g o ppo rt u n i t i e s f o r c o n t i n u o u s l e arn i n g .


P ricin g Su m m ery T h e f o l l o wi n g pri c i n g c o v e rs f o r al l C i s c o e q u i pm e n t i n c l u d e d i n t h e at t ac h e d d e t ai l e d e q u i pm e n t l i s t i n g i n d u f i x e d an d m o b i l e e x i s t i n g n e t wo rk s . H o we v e r, C i s c o e q u i pm e n t u n d e r o t h e r S y s t e m I n t i g rat o rs s u c h as I t al t e l , e S e rv e , e t c are n o t i n c l u d e d . T h e t o t al pri c e f o r t h e c u s t o m i z e d pac k ag e i s $ 13 ,93 5,955 w h ich rep resen ts on l y about 4.44% of du total in stal ed base l ist p rices. B as i c D e v i c e L e v e l R e m o t e S u ppo rt pri c i n g s u m m e ry as pe r at t ac h e d d e t i l e d l i s t i n g :

D el i v erabl es A n n ual P ri c e

B a s i c T A C D e v i c e R e m o t e S u p p o r t $ 7,219,615 I P M o b i l e N e t w o r k B a s i c T A C D e v i c e R e m o t e S u p p o r t $ 568,297 B V S M U p g r a d e d B a s i c T A C D e v i c e R e m o t e S u p p o r t $ 3 3 4,875 T o t al o f C i s c o T ec h n i c al S up p o rt S erv i c es $ 8 , 1 2 2 , 7 8 7

C isco A dv an ced S erv ices L oacl O p eration s S up p ort P ack ag e:

D el i v erabl es A n n ual P ri c e

I n f r a s t r u c t u r e O p e r a t i o n s S u p p o r t $ 1,674,3 92

C i s c o S e c u r i t y O p e r a t i o n s S u p p o r t $ 3 85,768 T h i r d P a r t y V o i c e O p e r a t i o n s S u p p o r t $ 53 8,523 C i s c o V o i c e O p e r a t i o n s S u p p o r t $ 1,127,446 I P T M i g r a t i o n S u p p o r t $ 3 86,080 F i x e d a n d M o b i l e S D P / D a t a C e n t e r s $ 515,040 M o b i l e I P N e t w o r k $ 515,040 C i s c o L a b T e s t i n g S e r v i c e s $ 670,879


Services Coverage: � A l l C i s c o p r o d u c ts i n c l u d e d i n d u p r o d u c ti o n n e tw o r k s ( F i x e d a s w e l l a s m o b i l e )

a s d o c u m e n te d i n th e e q u i p m e n t I n s ta l l e d B a s e l i s ti n g s ( c o p y p r o v i d e d f o r r e v i e w )

� C i s c o e q u i p m e n t u n d e r o th e r S y s te m I n te g r a to r s S I s u c h a s I ta l te l , e S e r v e , e tc i s n o t c o v e r e d

� D u n e e d to v a l i d a te th e p r o v i d e d l i s ts a g a i n s t th e p r o d u c ti o n n e tw o r k s a n d a d v i s e C i s c o o n th e r e q u i r e d a d d i ti o n s o r d e l e ti o n s .

� P r i c i n g w i l l b e u p d a te d b a s e d o n th e f i n a l c u s to m e r a p p r o v e d l i s t a n d C i s c o c u r r e n t p r i c i n g l i s t.

Services P rim e F ocu s: � F a s t S e r v i c e R e s to r a ti o n & P r o b l e m m a n a g e m e n t s u p p o r t � I m p l e m e n ta ti o n S u p p o r t f o r r e c o m m e n d e d e n h a n c e m e n ts � M i g r a ti o n S u p p o r t � N e tw o r k C h a n g e S u p p o r t & P e r f o r m a n c e tu n i n g � S ta f f d e v e l o p m e n t T h i s w i l l h e l p d u i n a c h i e v i n g :

� F a s t S e r v i c e R e s to r a ti o n � Q u i c k P r o b l e m R e s o l u ti o n � I n c r e a s e S ta f f P r o d u c ti v i ty ( K n o w l e d g e T r a n s f e r , T o o l s ) � S p e e d u p i m p l e m e n ta ti o n o f e n h a n c e m e n ts � R e d u c e r i s k s a s s o c i a te d w i th c h a n g e s � P r o a c ti v e l y a d d r e s s p o te n ti a l p e r f o r m a n c e i s s u e s � P r o v i d e E f f i c i e n t N e tw o r k L e v e l O p e r a ti o n s S u p p o r t ( T A C , L o c a l D e d i c a te d A S ,

A c c e s s to A S l o c a l / G l o b a l r e s o u r c e s , T o o l s , e tc ) � C i s c o L a b T e s ti n g S e r v i c e s P rop osal A ssu m p t ion s: 1 . T h e p r o p o s a l i s b a s e d o n th e n e w f r a m e a g r e e m e n t. T h e s e r v i c e d e l i v e r y w i l l b e

i n l i n e w i th th e n e w f r a m e te r m s a n d c o n d i ti o n s 2 . T h e te r m o f th e o f f e r e d s e r v i c e s i s f o r o n e y e a r s ta r ti n g f r o m 1 1 t h M a r c h 2 0 0 9 . 3 . A l l C i s c o e q u i p m e n t th a t h a s r e a c h e d L a s t D a te O f S u p p o r t L D O S ti l l e n d o f

2 0 0 9 , a s a n n o u n c e d b y C i s c o , h a s b e e n e x c l u d e d f r o m th e s e r v i c e c o v e r a g e . A s d i s c o u r s e d w e e n c o u r a g e d u to p l a n a n d e x p e d i te th e r e p l a c e m e n t o f a n y u n s u p p o r te d p r o d u c ts o f d u p r o d u c ti o n n e tw o r k s .


4 . A l l r e q u i r e d s o f tw a r e te s ti n g w i l l b e c a r r i e d o u t i n C i s c o r e m o te L a b . D u w i l l h a v e th e a c c e s s to th e L a b s e tu p m o d e l i n g th e ta r g e t p a r t o f d u n e tw o r k d u r i n g te s ti n g . C i s c o A S te a m w i l l d e v e l o p j o i n tl y w i th d u th e te s t p l a n o b j e c ti v e s a n d th e d e ta i l e d te s ti n g .

5 . C i s c o N e tw o r k C o l l e c to r C N C m a c h i n e i n s ta l l e d a t d u w i l l c o l l e c t a l l d a ta o f C i s c o d e v i c e s to c a r r y o u t v a r i o u s a u d i ts u s i n g C i s c o A S a p p l i c a ti o n s . D u w i l l e n s u r e f u l l a c c e s s a n d f u l l v i s i b i l i ty to a l l n e tw o r k d e v i c e s .

6 . d u w i l l p r o v i d e a l l th e r e q u i r e d r e s o u r c e s to i m p l e m e n t a n y e n h a n c e m e n ts o r c h a n g e s a s p e r C i s c o r e v i e w e d p l a n . C i s c o te a m w i l l p r o v i d e th e r e q u i r e d s u p p o r t to a d d r e s s a n y i s s u e to e n s u r e s u c c e s s f u l c o m p l e ti o n .

7 . F o r I P T m i g r a ti o n , C i s c o w i l l c a r r y o u t a l l th e r e q u i r e d d a ta a n a l y s i s a n d c r e a ti o n o f th e b u l k l o a d e r to c a r r y o u t th e m i g r a ti o n . A l l r e q u i r e d n e tw o r k c h a n g e s w i l l b e p r e p a r e d b y C i s c o . D u w i l l c a r r y o u t th e f u l l m i g r a ti o n a n d r e q u i r e d te s ti n g & s e r v i c e v e r i f i c a ti o n u s i n g d u ’ s o p e r a ti o n s r e s o u r c e s . C i s c o w i l l p r o v i d e th e s u p p o r t to a d d r e s s a n y s e r v i c e i m p a c ti n g i s s u e s . T h e o f f e r e d m i g r a ti o n s u p p o r t s e r v i c e s w i l l b e p r o v i d e d o v e r a p e r i o d o f th r e e m o n th s .

Cisco Services D el ivery Com p on en t s: � T e c h n i c a l S u p p o r t S e r v i c e s T S S ( R e m o te r e a c ti v e s u p p o r t) 2 4 X 7 � L o c a l D e d i c a te d O p e r a ti o n s S u p p o r t T e a m w i th e i g h t c o n s u l ta n ts f r o m C i s c o

A d v a n c e d s e r v i c e s ( 8 X 5 c o v e r a g e ) � O n c a l l c o v e r a g e to r e s p o n d to m a j o r s e r v i c e o u ta g e i n c i d e n ts a r o u n d th e c l o c k � A c c e s s to L o c a l & G l o b a l C i s c o A d v a n c e d S e r v i c e s r e s o u r c e s � A c c e s s to C i s c o l o c a l T e c h n i c a l K n o w l e d g e L i b r a r y � A c c e s s to C u s to m i z e d r e m o te C i s c o L a b f o r d u s p e c i f i c te s ti n g � C i s c o to o l s & a p p l i c a ti o n s

E n h a n c e m e n t o f B u s i n e s s V o i c e s u p p o r t : � U p g r a d e o f V O S S , M o v i u s & A a s tr a to h a v e o n e c o n s i s te n t 2 4 X 7 s e r v i c e s � C i s c o A S c o n tr a c t w i l l b e u s e d to o p e n s u p p o r t c a s e s w i th V O S S , M o v i u s &

A a s tr a a s S P O C � B a c k o f f i c e O p e r a ti o n s P r o a c ti v e S u p p o r t ( M o v i u s , V O S S & A a s tr a ) � O p e r a ti o n s s u p p o r t w i l l b e p r o v i d e d b y C i s c o A S l o c a l o p e r a ti o n s s u p p o r t te a m � T h i r d p a r ty c o n s u l ta n t w i l l h a v e th r e e w e e k s l o c a l & o n e w e e k r e m o te

Main Tasks A n n u a l A s s e s s m e n t a n d N e tw o r k A u d i ts P r o a c ti v e A d v i s o r y R e p o r ts N e tw o r k D e s i g n S u p p o r t


P e r f o r m a n c e E n g i n e e r i n g O p ti m i z a ti o n N e tw o r k I m p r o v e m e n t P l a n I m p l e m e n ta ti o n P l a n S u p p o r t N e tw o r k C h a n g e S u p p o r t S o f tw a r e S u p p o r t K n o w l e d g e T r a n s f e r & M e n to r i n g T e c h n i c a l K n o w l e d g e L i b r a r y L a b T e s ti n g & V a l i d a ti o n S e r v i c e s u s i n g C i s c o r e m o te L a b

N e tw o r k S u p p o r t c o n s i s ts o f p e r i o d i c a n d o n g o i n g d e l i v e r a b l e s th a t e n a b l e e x e c u ti o n o f o p e r a ti o n a l ta s k s f o r o n g o i n g e v o l u ti o n o f th e n e tw o r k

• N e tw o r k D e s i g n S u p p o r t • I m p l e m e n ta ti o n P l a n S u p p o r t • N e tw o r k C h a n g e S u p p o r t • S o f tw a r e S u p p o r t • N e tw o r k I m p r o v e m e n t P l a n

O v e r ti m e , A S e n g i n e e r s m a k e a n u m b e r o f r e c o m m e n d a ti o n s th r o u g h a v a r i e ty o f d i f f e r e n t d e l i v e r a b l e s a n d a c ti v i ti e s . N e tw o r k I m p r o v e m e n t P l a n n i n g p r o v i d e s r e g u l a r f o c u s f o r th e s e r e c o m m e n d a ti o n s to p l a n e x e c u ti o n a n d tr a c k p r o g r e s s . A s th e c u s to m e r a g r e e s to i m p l e m e n t r e c o m m e n d a ti o n s , th e C i s c o S e r v i c e s te a m p r o v i d e s a Q u a r te r l y N e tw o r k I m p r o v e m e n t P l a n s u m m a r i z i n g a l l o f th e r e c o m m e n d a ti o n s – i n c l u d i n g th e c u s to m e r ’ s s c h e d u l e f o r i m p l e m e n ti n g th e c h a n g e s T e c h n i c a l K n o w l e d g e L i b r a r y T K L , th a t i s i n s ta l l e d l o c a l l y i n d u c a n h o s t:

� S e r v i c e D e l i v e r a b l e s A r c h i v e � E n g i n e e r i n g W h i te p a p e r s � C a s e S tu d i e s � D e s i g n , C o n f i g u r a ti o n , T r o u b l e s h o o ti n g G u i d e s � T r a i n i n g D o c u m e n ts � A S T e c h T a l k s a n d T r a i n i n g � O n l i n e N e tw o r k S i m u l a ti o n s � C a p tu r e d K n o w l e d g e T r a n s f e r s e s s i o n s a s V o D s � C i s c o P r e s s b o o k s i n .p d f f o r m a t � C i s c o I n te r a c ti v e M e n to r � N e tw o r k e r ’ s O n l i n e te c h n i c a l s e s s i o n s


� O n B u s i n e s s N e tw o r k ( b u s i n e s s a n d te c h n o l o g y v i d e o s ) � Q u a r te r l y U s a g e R e p o r ts

A d van ced Services L ocal T eam

� T h e c o r e te c h n i c a l te a m w i l l h a v e to ta l o f s e v e n te c h n i c a l m e m b e r s . T h e te a m w i l l

h a v e th e a d e q u a te s k i l l s i n C R S , M e tr o E th e r n e t, D a ta C e n te r s , S P V o i c e , U n i f i e d C o m m u n i c a ti o n s , U n i f i e d C o n ta c t C e n te r a n d S e c u r i ty

� C a n d i d a te s te c h n i c a l p r o f i l e s w i l l b e o f f e r e d to d u f o r r e v i e w & a p p r o v a l b e f o r e e n g a g e m e n t

� T e a m w i l l b e m a i n l y b a s e d a t d u p r e m i s e s . D u w i l l p r o v i d e th e n e c e s s a r y o f f i c e w o r k i n g f a c i l i ti e s .

� T e a m w i l l b e m a i n l y w o r k i n g o n 8 X 5 c o v e r a g e i n l i n e w i th d u r e g u l a r w o r k i n g h o u r s . T h e y w i l l i n ti tl e f o r a tte n d i n g C i s c o tr a i n i n g , g r a n te d n o r m a l l e a v e s i n a g r e e m e n t w i th d u o p e r a ti o n s .

� T e a m m e m b e r s w i l l b e o n c a l l a s a p p r o p r i a te to a d d r e s s a n y m a j o r s e r v i c e o u ta g e • T h e te a m w i l l h a v e a c c e s s to C i s c o l o c a l a n d G l o b a l A S r e s o u r c e s a s n e e d e d to

c o v e r a n y g a p s

R e s o u r c e s P r i m e C o v e r a g e I n f r a s tr u c tu r e O p e r a ti o n s C o n s u l ta n t C R S

I n f r a s tr u c tu r e O p e r a ti o n s C o n s u l ta n t M e tr o C a r r i e r

E th e r n e t I n f r a s tr u c tu r e O p e r a ti o n s C o n s u l ta n t S e c u r i ty D a ta C e n te r C o n s u l ta n t D a ta C e n te r B V S M O p e r a ti o n s S u p p o r t C o n s u l ta n t C i s c o S P V o i c e H I P C C O p e r a ti o n s S u p p o r t C o n s u l ta n t H I P C C / C C M B V S M S u p p o r t C o n s u l ta n t ( T h i r d P a r ty ) T h i r d P a r ty V o i c e Service D el ivery G overn an ce:

� C i s c o & d u m a n a g e m e n t s p o n s o r s h i p w i th c l e a r o b j e c ti v e s � 9 0 d a y s p l a n o r o th e r a g r e e d u p o n p e r i o d


� B i w e e k l y O p e r a ti o n s R e v i e w � M o n th l y M a n a g e m e n t R e v i e w � Q u a r te r l y O p e r a ti o n s R e v i e w � S tr o n g p a r ti c i p a ti o n s o f v a r i o u s d u o p e r a ti o n s tr a c k s ( T 3 , A c ti v a ti o n , M o b i l e , e tc ) � A v a i l a b i l i t y o f d u I m p l e m e n ta ti o n te a m s to i m p l e m e n t r e c o m m e n d e d

e n h a n c e m e n ts w i th th e s u p p o r t o f C i s c o A S o p e r a ti o n s s u p p o r t d e d i c a te d te a m . � S L A w i l l b e d e f i n e d b a s e d o n th e n e w f r a m e a g r e e m e n t

W hat is Cisco. com ? T h e C isco.com W eb site is an aw ard-w in n in g p ortal th at p rov ides 24-h our access to a com p reh en siv e col l ection of on l in e p roduct an d tech n ol og y in f orm ation , in teractiv e n etw ork m an ag em en t an d diag n ostic tool s, an d em p ow erin g k n ow l edg e bases. F i g u re 2 : Ci s c o . c o m

W ith reg istered access an d a sup p ort con tract, th e C isco.com W eb site en titl es you to th e sam e tool s an d con ten t as C isco T A C en g in eers. T h e site p rov ides a v ariety of troubl esh ootin g tool s, tech n ical sup p ort docum en ts, troubl esh ootin g tip s, con f ig uration g uides, in stal l ation g uides, an d case studies. I t al so in cl udes a suite of p ow erf ul on l in e tool s th at can h el p you determ in e com p atibil ity betw een h ardw are p roducts an d sof tw are rel eases, m atch f eatures to sof tw are v ersion s, iden tif y an d track sof tw are bug s, an d receiv e custom iz ed an al yses of sh ow com m an d an d sof tw are error m essag e outp ut. T h e f ol l ow in g section s describe th e tool s an d in f orm ation accessibl e on C isco.com :

• C on f ig uration /I n stal l ation T ool s • T roubl esh ootin g T ool s • T ech n ical D ocum en tation


• C ase M an ag em en t T ool s • C on f ig uration /I n stal l ation T ool s

T h e C isco.com con f ig uration an d in stal l ation tool s al l ow you to: • I den tif y, ev al uate, an d track sof tw are bug s th at m ig h t af f ect n etw ork op eration s. • I den tif y f eatures in sp ecif ic sof tw are rel eases. • D eterm in e com p atibil ity betw een h ardw are p roduct an d sof tw are rel eases. • R esearch curren t or p oten tial h ardw are/sof tw are con f ig uration s. • C om p are f eatures in dif f eren t C isco I O S S of tw are rel eases. • A ccess th e C isco sof tw are dow n l oad cen ter an d C isco P roduct U p g rade T ool to obtain

sof tw are up dates f or op eratin g system an d n etw ork ap p l ication sof tw are cov ered w ith in serv ice ag reem en ts.

• S earch obj ect n am es an d descrip tion s, v iew an d dow n l oad M I B s, an d f in d M I B s by C isco I O S S of tw are im ag e n am e.

E x am p l es of con f ig uration an d in stal l ation tool s in cl ude: • S o f t w are A d v i s o r: D eterm in e com p atibil ity an d f eature in f orm ation f or C isco I O S

S of tw are an d C isco C atal yst O p eratin g S ystem sof tw are. • Ci s c o I O S U pg rad e Pl an n er: B row se to f in d th e in f orm ation you n eed to up g rade your

C isco I O S S of tw are. • S NM P O b j ec t Nav i g at o r: T ran sl ate S N M P obj ect iden tif iers (O I D s) in to obj ect n am es,

search obj ect n am es, an d descrip tion s, brow se O I D trees, an d dow n l oad M I B f il es. • S o f t w are B u g T o o l k i t : S earch f or sof tw are bug s based on v ersion an d f eature sets.

T ro ubl es h o o t i n g T o o l s C isco troubl esh ootin g tool s p rov ide m on itorin g an d oth er diag n ostic f un ction al ity th at you can use to resol v e tech n ical issues in your n etw ork . T h ese tool s in cl ude:

• Ci s c o T A C Cas e Co l l ec t i o n / J u s t S o l v e I t : I n teractiv el y diag n ose com m on p robl em s in v ol v in g h ardw are, con f ig uration , an d p erf orm an ce issues w ith sol ution s p rov ided by T A C en g in eers.

• O u t pu t I n t erpret er: R eceiv e in stan t troubl esh ootin g an al ysis an d course of action f or your router, sw itch , or P I X dev ice usin g th e col l ected “ sh ow ” com m an d outp ut.

• S o f t w are B u g T o o l k i t : S earch f or sof tw are bug s based on v ersion an d f eature sets.


T ec h n i c al D o c um en t at i o n C isco.com of f ers access to tech n ical docum en tation such as:

• H ardw are sup p ort p ag es • S of tw are sup p ort p ag es • T ech n ol og y sup p ort p ag es • C ase M an ag em en t T ool s

C isco.com p rov ides tool s such as C ase O p en an d C ase Q uery, w h ich can be used to op en , up date, an d track cases w ith th e C isco T A C . S tatistics sh ow th at rev en ue l ost durin g n etw ork dow n tim e can be stag g erin g . W ith out access to th e typ es of on l in e tool s an d resources av ail abl e th roug h C isco.com , you m ig h t h av e to in v est th ousan ds of dol l ars to m ain tain W eb serv ers an d up date resources. U sin g C isco.com , your I T p rof ession al s w il l becom e m ore p roductiv e in th e successf ul in stal l ation an d op eration of your n etw ork s. I n f act, th e tool s an d in f orm ation on C isco.com are so com p reh en siv e an d easy to use th at data g ath ered in tern al l y by C isco h as sh ow n th at th ree out of f our tech n ical sup p ort cases are resol v ed by usin g it.

I T K n o w l ed g e T ran s f er A n oth er adv an tag e of h av in g access to C isco.com on l in e tool s an d resources is th at it p rov ides your I T staf f w ith a source of con tin uous p rof ession al g row th th roug h v irtual train in g p rog ram s, con tact w ith in dustry ex p erts, f orum s to com m un ication w ith p eers, an d access to up -to-date p roduct an d tech n ol og y in f orm ation .

C o m p et i t i v e E d g e B y rem ain in g up -to-date on th e docum en tation , best p ractices, an d case studies f oun d on C isco.com , you g ain th e com p etitiv e edg e th at on l y a l arg e sop h isticated n etw ork sup p ort team can p rov ide.

D isa st er P rep a red n ess/B u sin ess Con t in u it y C isco h as detail ed disaster recov ery p l an s f or al l critical I T system s used to sup p ort our custom ers. T h is h el p s en sure th at in th e ev en t of a disaster, w e can con tin ue to p rov ide our h ig h stan dard of custom er sup p ort. T h e p rim ary com p on en ts of a disaster recov ery p l an in cl ude:

C i s c o us es a f o l l o w -t h e-s un bus i n es s c o n t i n ui t y m o d el . I n t h e ev en t o f d i s as t er at o n e o f o ur T A C s , al l c al l s c an be re-ro ut ed t o an o t h er T A C .


• I den tif yin g th e p eop l e (team s) th at w il l be cal l ed (v oice com m un ication s) at th e tim e of a m aj or busin ess in terrup tion (th at is, disaster) .

• W h en th e ev en t occurs, determ in in g ex actl y w h at eq uip m en t (serv er recov ery p l an s) , databases (database recov ery p l an s) , ap p l ication s (ap p l ication recov ery p l an s) , an d n etw ork com p on en ts (n etw ork recov ery p l an ) are af f ected an d req uire recov ery.

O n ce al l th e com p on en ts are assem bl ed at th e recov ery l ocation , p erf orm in g a f in al ch eck of al l com p on en ts (v erif ication ) bef ore actual p roduction (recov ery site op eration s) in th e n ew l ocation beg in s. O n ce th e p robl em s h av e abated an d return to th e orig in al p roduction site is p erm itted, th e p l an to return (return to n orm al p roduction site) can be in itiated. T h e C isco disaster recov ery team uses th e W eb ap p l ication D isaster R ecov ery O n l in e P rocedures (iD R O P ) to f acil itate th e docum en tation of disaster recov ery p l an s f or serv ers an d databases. T h is ap p l ication is p op ul ated w ith drop -dow n l ists of th e p roduction serv ers an d databases. F i g u re 3 : Ci s c o i D R O P T o o l

B usin ess con tin uan ce is al so buil t in to th e C isco sup p ort m odel . I n addition to disaster recov ery p l an s in p l ace f or critical I T sup p ort system s, th e C isco T A C adop ts a f ol l ow -th e-sun m odel . I f th ere is a f ail ure at on e of our T A C s, w e autom atical l y reroute cal l s to an oth er cen ter. T h is is im p l em en ted ev ery day as p art of stan dard busin ess p rocess, as w e routin el y h an d ov er f rom on e m aj or T A C to an oth er.


E sca la t ion P roced u res C isco im p l em en ts an autom atic escal ation p rocess to h el p m ak e sure th e ap p rop riate resources are ap p l ied to resol v e serv ice req uests in an accurate an d tim el y m an n er. A s p art of I n tern ation al S tan dardiz ation O rg an iz ation (I S O ) stan dards f or escal ation p rocess w ork f l ow , th e T A C troubl e tick etin g system w il l sen d you e-m ail al erts n otif yin g you if th ere h as been n o activ ity (up date or status ch an g e) on a serv ice req uest f or th e f ol l ow in g p eriods. T ab l e 1 0 : S erv i c e R eq u es t S ev eri t y D ef i n i t i o n s

S e v e r ity Le v e l D e f in ition S e v e r i t y 1 ( S 1 ) Y o u r n e t w o r k i s " d o w n " o r t h e r e i s a c r i t i c a l i m p a c t t o y o u r b u s i n e s s

o p e r a t i o n s . Y o u a n d Ci s c o w i l l c o m m i t c o n s i d e r a b l e r e s o u r c e s a r o u n d t h e c l o c k t o r e s o l v e t h e s i t u a t i o n .

S e v e r i t y 2 ( S 2 ) O p e r a t i o n o f a n e x i s t i n g n e t w o r k i s s e v e r e l y d e g r a d e d , o r s i g n i f i c a n t a s p e c t s o f y o u r b u s i n e s s o p e r a t i o n a r e n e g a t i v e l y a f f e c t e d . Y o u a n d Ci s c o w i l l c o m m i t c o n s i d e r a b l e r e s o u r c e s d u r i n g n o r m a l b u s i n e s s h o u r s t o r e s o l v e t h e s i t u a t i o n .

S e v e r i t y 3 ( S 3 ) O p e r a t i o n a l p e r f o r m a n c e o f y o u r n e t w o r k i s i m p a i r e d w h i l e m o s t b u s i n e s s o p e r a t i o n s r e m a i n f u n c t i o n a l . Y o u a n d Ci s c o a r e w i l l i n g t o c o m m i t r e s o u r c e s d u r i n g n o r m a l b u s i n e s s h o u r s t o r e s t o r e s e r v i c e t o s a t i s f a c t o r y l e v e l s .

S e v e r i t y 4 ( S 4 ) Y o u r e q u i r e i n f o r m a t i o n o r a s s i s t a n c e w i t h Ci s c o p r o d u c t c a p a b i l i t i e s , i n s t a l l a t i o n , o r c o n f i g u r a t i o n . T h e r e i s l i t t l e o r n o e f f e c t o n y o u r b u s i n e s s o p e r a t i o n s .

I f you f eel th at p rog ress on your serv ice req uest or th e q ual ity of C isco S erv ices is n ot satisf actory, C isco en courag es you to escal ate th e serv ice req uest. Y ou can do th is by con tactin g th e T A C an d ask in g f or th e T A C duty m an ag er. T h e p h on e n um bers to con tact your l ocal C isco T A C are av ail abl e at: w w w .cisco.com /w arp /custom er/687/D irectory/D irT A C .sh tm l A s p art of I S O stan dards f or escal ation p rocess w ork f l ow , e-m ail al erts are g en erated by th e T A C troubl e tick etin g system n otif yin g th e f ol l ow in g in div idual s if n o activ ity (up date or status ch an g e) is recorded ag ain st a serv ice req uest f or th e f ol l ow in g p eriods. S ev erity 1 al ert tim es are m easured in cal en dar h ours—24 h ours p er day, 7 days p er w eek . S ev erity 2 al ert tim es corresp on d w ith stan dard busin ess h ours.


N ote: S ev erity 1 al ert tim es are m easured in cal en dar h ours—24 h ours p er day, 7 days p er w eek . S ev erity 2 al ert tim es corresp on d w ith stan dard busin ess h ours.

R et u rn M a t eria l A u t h oriz a t ion s D urin g a T A C serv ice req uest, it m ay be determ in ed th at rep l acem en t of on e or m ore h ardw are com p on en ts is n ecessary. I n th is case, th e C isco T A C en g in eer w il l arran g e f or a rep l acem en t p art to be sh ip p ed to you. W ith a C isco serv ice con tract, C isco w il l disp atch a rep l acem en t p art f rom a serv ice dep ot. W ith your C isco S M A R T n et or S P B ase con tract, a v ariety of adv an ced rep l acem en t del iv ery tim ef ram es are av ail abl e, dep en din g on th e op tion your org an iz ation h as ch osen an d th e g eog rap h ic l ocation of your sites. T h e C isco R eturn M aterial A uth oriz ation s (R M A s) /S erv ice O rder T ool is av ail abl e to reg istered C isco.com users w ith a v al id serv ice con tract: w w w .cisco.com /tech sup p ort/status T h is on l in e p ortal al l ow s custom ers to track real -tim e R M A status by en terin g an y of th e f ol l ow in g :

• R M A /serv ice order


• P urch ase order n um ber • T A C serv ice req uest n um ber • T A C task • S h ip to l ocation


Services for E n d -of-Life P rod u ct s P roducts reach th e en d of th eir p roduct l if e cycl e f or a n um ber of reason s—f or ex am p l e, m ark et dem an ds m ig h t ch an g e or th e p roduct m ig h t ev ol v e as n etw ork tech n ol og ies ch an g e. C isco h as establ ish ed an en d-of -l if ecycl e p rocess to p rev en t surp rises an d to con tin ue serv ice con tin uity af ter p roducts are n o l on g er sol d.

Six -M onth Notice G en eral l y, C isco p rov ides six m on th s’ n otice of th e en d-of -sal e date of our p roducts. T h is n otice is p ubl ish ed on th e C isco W eb site. Y ou can sig n up to receiv e custom iz ed en d-of -l if e n otif ication s f or th e p roducts you h av e p urch ased.

Serv ice Continuity A f ter a p roduct’ s en d-of -sal e date, con tin ued access to th e C isco T ech n ical A ssistan ce C en ter (T A C ) w il l be av ail abl e 24 h ours a day, sev en days a w eek f or f iv e years f or h ardw are an d op eratin g system sof tw are issues an d th ree years f or ap p l ication sof tw are issues.

Spare P art A v ailab ility A f ter a p roduct’ s en d-of -sal e date, sp ares or rep l acem en t p arts f or h ardw are w il l be av ail abl e f or f iv e years. W e w il l p rov ide sp ares an d rep l acem en t p arts in accordan ce w ith our R eturn M aterial s A uth oriz ation (R M A ) p rocess.

Software Support S of tw are sup p ort f or en d-of -sal e p roducts is detail ed in th e f ol l ow in g tabl e. T ab l e 1 1 : S o f t w are S u ppo rt f o r E n d -o f -S al e Pro d u c t s

T e r m S u p p or t 1s t Y e ar A f t e r En d o f S al e C i s c o wi l l pro v i d e b u g f i x e s , m ai n t e n an c e re l e as e s ,

wo rk aro u n d s , o r pat c h e s f o r c ri t i c al b u g s re po rt e d u s i n g t h e T A C o r C i s c o .c o m W e b s i t e .

2n d t o 3 rd Y e ar af t e r En d o f S al e ( A ppl i c at i o n S o f t ware )

C i s c o wi l l pro v i d e b u g f i x e s , m ai n t e n an c e re l e as e s , wo rk aro u n d s , o r pat c h e s f o r appl i c at i o n s o f t ware . I t m i g h t b e n e c e s s ary t o u s e a s o f t ware u pg rad e re l e as e t o c o rre c t a re po rt e d pro b l e m .

2n d t o 5t h Y e ar af t e r En d o f S al e ( O pe rat i n g S y s t e m S o f t ware )

C i s c o wi l l pro v i d e b u g f i x e s , m ai n t e n an c e re l e as e s , wo rk aro u n d s , o r pat c h e s f o r o pe rat i n g s y s t e m s o f t ware . I t m i g h t b e n e c e s s ary t o u s e a s o f t ware u pg rad e re l e as e t o c o rre c t a re po rt e d pro b l e m .

S up p ort f or en d-of -l if e p roducts req uires a curren t an d f ul l y p aid sup p ort con tract w ith C isco. R en ew al of your serv ice con tract w il l g en eral l y be av ail abl e un til th e l ast year of sup p ort but w il l n ot ex ten d beyon d th e l ast date of sup p ort. For m ore in f orm ation , g o to: w w w .cisco.com /en /U S /p roducts/p roducts_ en d-of -l if e_ p ol icy.h tm l


I n d u st ry Cert ifica t ion s a n d M et h od olog ies I SO 9 0 0 1 : 2 0 0 0 T h e C isco q ual ity m an ag em en t system is reg istered to I S O 9001: 2000 by a th ird-p arty reg istrar. T h e scop e of th e C isco reg istration in cl udes th e desig n , m an uf acturin g , serv ice, an d sup p ort of in tern etw ork in g p roducts w orl dw ide. C isco w as f irst reg istered to I S O 9001 on N ov em ber 24, 1993 , an d h as receiv ed reg ul ar surv eil l an ce audits sin ce th en . C isco h as 45 sites certif ied w orl dw ide, w h ich in cl ude al l m aj or m an uf acturin g , en g in eerin g , an d serv ice org an iz ation s. O ur m ost recen t certif ication can be f oun d at: w w w . c i s c o . c o m / w e b / a b o u t / a c 5 0 / a c 2 0 8 / a c 2 4 3 / a c 2 4 4 / c i s c o _ a p p r o a c h _ t o _ q u a l i t y _ c e r t i f i c a t i o n s _ h o m e . h t m l

T L 9 0 0 0 C isco h as a f ul l y im p l em en ted, m ature q ual ity m an ag em en t system . I n addition to a v ariety of p roduct f am il ies th at h av e been reg istered, th e g l obal T A C is al so in cl uded in its en tirety. C isco h as en h an ced its l on g -stan din g q ual ity m an ag em en t system to em brace th e req uirem en ts of T L 9000. W h il e oth er com p an ies driv e m an ual p rocess sp ecif ical l y f or T L 9000 m easurem en ts, C isco buil ds th e p rocess an d m etrics in to curren t C isco busin ess p rocesses. O n g oin g in tern al an d ex tern al audits h el p m ain tain th e discip l in e req uired f or con tin ued reg istration to both I S O 9001 an d T L 9000. T h e orig in al reg istration w as com p l eted D ecem ber 10, 2003 . M ore in f orm ation on T L 9000, in cl udin g th e C isco reg istration certif icate, can be f oun d at: w w w . c i s c o . c o m / w e b / a b o u t / a c 5 0 / a c 2 0 8 / a c 2 4 3 / a c 2 4 5 / c i s c o _ a p p r o a c h _ t o _ q u a l i t y _ c e r t i f i c a t i o n s _ h o m e . h t m l

K epner T regoe M ethod ology C isco T ech n ical S up p ort uses K ep n er T reg oe R esol v e M eth odol og y f or al l its custom er sup p ort en g in eers w orl dw ide. T h is m eth odol og y h as been custom iz ed f or C isco custom er sup p ort en g in eers to del iv er l eadin g p ractices in th e diag n osis, com m un ication , an d resol ution of custom er tech n ical issues. For m ore in f orm ation about K ep n er T reg oe, g o to: w w w .k ep n er-treg oe.com

CCI E and CCNA C C I E is th e h ig h est l ev el of C isco p rof ession al certif ication . For m ore th an ten years, C C I E h as iden tif ied n etw ork in g p rof ession al s w ith th e h ig h est l ev el of ex p ertise. L ess th an th ree p ercen t of al l C isco-certif ied p rof ession al s earn th eir C C I E . E x p erien ce is th e best p rep aration f or th e h an ds-on C C I E l ab ex am . C ertC ities.com , an on l in e p ubl ication f or certif ied I T p rof ession al s, aw arded C isco C C I E th e “ H ottest C ertif ication f or 2005” an d “ M ost R esp ected H ig h -L ev el C ertif ication ” aw ards. T h e C C I E p rog ram h as sw ep t th e “ H ottest C ertif ication ” categ ory f or th e th ird year in a row . (C ertC ities, February 2005) For m ore in f orm ation about C C I E , g o to: w w w .cisco.com /w eb/l earn in g /l e3 /ccie


T h e C C N A ® in dicates a f oun dation in an d ap p ren tice k n ow l edg e of n etw ork in g . C C N A -certif ied p rof ession al s can in stal l , con f ig ure, an d op erate L A N , W A N , an d dial access serv ices f or sm al l n etw ork s (100 n odes or f ew er) , in cl udin g but n ot l im ited to use of th ese p rotocol s: I P , I G R P , S erial , Fram e R el ay, I P R I P , V L A N s, R I P , E th ern et, an d access l ists. For m ore in f orm ation about C C N S , g o to: w w w .cisco.com /w eb/l earn in g /l e3 /l e2/l e0/l e9/l earn in g _ certif ication _ typ e_ h om e.h tm l

I T I L® T h e I n f orm ation T ech n ol og y I n f rastructure L ibrary (I T I L ®) is th e de-f acto stan dard f or best p ractices in th e p rov ision of I T S erv ices an d I T S erv ice M an ag em en t. T h e I T I L ® stan dard w as con ceiv ed in th e m id 1980s by th e C en tral C om p uter an d T el ecom m un ication s A g en cy (C C T A ) . C isco I T is curren tl y m an ag in g tw o serv ice im p rov em en ts p rog ram s th at are im p l em en tin g th e I T I L ® p rocess:

• E x cel l en ce in O p eration s (E I O ) • E x cel l en ce in S up p ort (E I S ) (T eam I n tern al )


A n a lyst Covera g e of Cisco Services C isco h as been l auded f or th e breadth of its serv ice of f erin g as w el l as its un iq ue L if ecycl e S erv ices ap p roach by in dustry an al ysts such as G artn er, I D C , an d Y an k ee G roup . T h e f ol l ow in g tabl e p rov ides a f ew an al yst h ig h l ig h ts. For addition al detail s, g o to th e C isco A n al yst R el ation s p ag e at: w w w .cisco.com /w eb/about/ac78/about_ cisco_ in dustry_ an al yst_ rel ation s_ h om e.h tm l T ab l e 1 2 : Ci s c o A n al y s t R ec o g n i t i o n

“ B u i l d i n g s u c c e s s f u l s e rv i c e s s t rat e g i e s i s arg u ab l y t h e b i g g e s t c h al l e n g e f ac i n g I T m an u f ac t u re rs t o d ay . T h e re i s o b v i o u s l y a c l o s e c o rre l at i o n b e t we e n we l l -d e l i v e re d pro f e s s i o n al s e rv i c e s an d c u s t o m e r s at i s f ac t i o n . I n s h o rt , a s o l i d s e rv i c e s t rac k re c o rd c an b ri n g ab o u t i n c re as e d s al e s o ppo rt u n i t i e s , l e ad i n g t o h i g h e r pro d u c t re v e n u e s as we l l as h i g h e r re v e n u e s t h ro u g h t h e s e rv i c e s t h e m s e l v e s .” I D C C i s c o Ex t e n d s C h an n e l P art n e r S e rv i c e Ex pe c t at i o n s D o c # 20 124 9 A pri l 20 0 6

A c c o rd i n g t o a re po rt b y t h e Y an k e e G ro u p ( F e b ru ary 20 0 4 ), c o m pre h e n s i v e n e t wo rk l i f e c y c l e m an ag e m e n t c an m i n i m i z e o r pre v e n t o n e o f t h e g re at e s t c au s e s o f n e t wo rk d o wn t i m e : h u m an e rro r. T h e b e n e f i t s o f a l i f e c y c l e s e rv i c e s m o d e l i n c l u d e : I m pro v e m e n t i n n e t wo rk s t af f pro d u c t i v i t y , b y pre v e n t i n g e rro rs an d i n c re as i n g k n o wl e d g e an d s k i l l s . I m pro v e m e n t i n n e t wo rk av ai l ab i l i t y , b y av o i d i n g o r re d u c i n g t h e d u rat i o n o f o u t ag e s . I n c re as e i n b u s i n e s s ag i l i t y , b y i m pro v i n g pre parat i o n , pl an n i n g , an d t i m e t o i m pl e m e n t , d e pl o y , o r u pg rad e .

I n addition to an al yst p raise, th e C isco T ech n ical S up p ort C ustom er I n teraction N etw ork (C I N ) earn ed a B en ch m ark A w ard in th e A m erican P roductiv ity & Q ual ity C en ter “ M an ag in g th e T otal C ustom er E x p erien ce” ben ch m ark study. C I N w as h ig h l ig h ted f or:

• L in k in g C ustom er satisf action ratin g s to em p l oyee com p en sation . • C ap turin g th e v oice of custom ers f or con tin uous p rocess im p rov em en t an d in creased

custom er satisf action . • I n teg ratin g C I N tech n ol og y in al l cal l cen ters to p rov ide a tran sp aren t custom er

ex p erien ce. (S ource: A P Q C A p ril 2005)


I n d u st ry A w a rd s a n d T est im on ia ls I n dustry recog n ition is on e of th e best w ays to un derstan d h ow C isco is serv in g our custom ers an d h el p in g set th e stan dard f or serv ice an d sup p ort. C isco con tin ues to p rov ide sup erior sup p ort p erf orm an ce, W eb-based sup p ort, en g in eer certif ication s, an d v al ue to our custom ers. W h en you ch oose C isco, you are g ettin g th e h ig h est q ual ity serv ice in th e in dustry f rom a team of ex p erts w h ose top p riority is m ak in g you successf ul . T h e f ol l ow in g tabl e sh ow s in dustry aw ards an d h ig h l ig h ts. For addition al detail s, g o to: w w w .cisco.com /en /U S /p roducts/sv cs/serv ice_ aw ards_ an d_ recog n ition s_ l ist.h tm l Ci s c o I n d u s t ry A w ard s

J D P ow e r a n d A ssocia te s C T S S A w a r d 1 – M a r ch 2 0 0 7 C i s c o was t h e f i rs t g l o b al n e t wo rk i n g c o m pan y to e a r n t h e C e rt i f i e d T e c h n o l o g y S e rv i c e an d S u ppo rt ( C T S S ) c e rt i f i c at i o n , an d i s cu r r e n tl y t h e o n l y g l o b al n e t wo rk i n g c o m pan y t h at h as re c e i v e d t h i s c e rt i f i c at i o n t wo y e ars i n a ro w. T h e C isco S e r v ice s or ga n iz a tion a ch ie v e d th is ce r tif ica tion f o r O u t s t an d i n g T e c h n o l o g y S e rv i c e an d S u ppo rt an d c o n t i n u e d c o m m i t m e n t t o c u s t o m e r s at i s f ac t i o n . T h e c e rt i f i c at i o n re q u i re s c o m pan i e s t o ran k i n t h e t o p 20 pe rc e n t o f t h e i n d u s t ry an d pas s an e x pe rt au d i t o f t h e i r s u ppo rt po l i c i e s an d pro c e d u re s .

S C M Logistics S u p p l y C h a in E x ce l l e n ce A w a r d – O c t o b e r 20 0 6 C i s c o A s i a P ac i f i c S e rv i c e S u ppl y C h ai n D e l i v e ry was award e d t h e 20 0 6 S C M L o g i s t i c s S u ppl y C h ai n Ex c e l l e n c e A ward f o r s u ppl y c h ai n i n n o v at i o n . T h i s pre s t i g i o u s award f o c u s e s o n t h e ac h i e v e m e n t s o f o rg an i z at i o n s i n t ran s f o rm i n g s u ppl y c h ai n i n A s i a f o r g re at e r c o rpo rat e s u c c e s s .

V A R B u sin e ss A n n u a l R e p or t C a r d C i s c o rat e s h i g h e s t i n "po s t -s al e s s u ppo rt " an d "q u al i t y o f t e c h s u ppo rt " i n t h e are as o f S e c u ri t y A ppl i an c e s , S e c u ri t y S o f t ware , an d V o i P i n t h e i r 20 0 6 V A R B u s i n e s s A n n u al R e po rt C ard

1 1J . D. P o w e r a n d As s o c ia t e s Ce r t if ie d Te c h n o l o g y a n d Se r v ic e Su p p o r t P r o g r a m SM , d e v e l o p e d in c o n j u n c t io n w it h t h e Se r v ic e & Su p p o r t P r o f e s s io n a l s As s o c ia t io n ( SSP A) . Fo r m o r e in f o r m a t io n , v is it w w w . j d p o w e r . c o m o r w w w . t h e s s p a . c o m .


K e p n e r T r e goe I n te r n a tion a l R a tion a l P r oce ss A ch ie v e m e n t A w a r d f or O r ga n iz a tion a l U se of P r oce ss C i s c o T e c h n i c al S e rv i c e s , A s i a P ac i f i c t e am h as b e e n award e d wi t h a 20 0 6 K e pn e r-T re g o e ( K T ) I n t e rn at i o n al R at i o n al P ro c e s s A c h i e v e m e n t A ward f o r O rg an i z at i o n al U s e o f P ro c e s s . T h e i r wi n n i n g e n t ry c h ro n i c l e d h o w K T pro c e s s e s h av e b e e n e m b e d d e d i n t h e o rg an i z at i o n , e x c e e d i n g t arg e t e d g o al s .

T op W or l d w id e Le a d e r sh ip S cor e f or S e r v ice a n d S u p p or t - F e b r u a r y 2 0 0 5 A m o n g t h e v e n d o rs o f f e ri n g t h e wi d e s t ran g e o f pro d u c t s , C i s c o b e at s al l c o m e rs ac ro s s t h e b o ard . I n ad d i t i o n t o h av i n g t h e m o s t wi d e l y re c o g n i z e d b ran d n am e ac ro s s al l pro d u c t c at e g o ri e s , C i s c o ' s m ark e t l e ad e rs h i p i s s t ro n g e s t i n t h e q u al i t y an d re l i ab i l i t y an d t h e s e rv i c e an d s u ppo rt c at e g o ri e s -- arg u ab l y t h e m o s t i m po rt an t m e t ri c s i n t e rm s o f m ark e t pe rc e pt i o n . ( S o u rc e : H e av y R e ad i n g www.h e av y re ad i n g .c o m )

2 0 0 7 B e st I n te r n a tion a l W e b S u p p or t S ite s A w a r d T h e L o c al i z at i o n I n d u s t ry S t an d ard s A s s o c i at i o n ( L I S A ) A s s o c i at i o n o f S u ppo rt P ro f e s s i o n al s ( A S P ) re c o g n i z e d t h e C i s c o S u ppo rt W e b s i t e : S pan i s h an d J apan e s e e d i t i o n s , am o n g t h e 20 0 7 B e s t I n t e rn at i o n al W e b S u ppo rt S i t e s . T h i s award re c o g n i z e s c o m pan i e s t h at e x c e l i n pro v i d i n g l o c al l an g u ag e s u ppo rt we b s i t e s t o t h e i r i n t e rn at i o n al c u s t o m e rs .

A S P 2 0 0 7 T e n B e st W e b S u p p or t S ite s a n d W e b S u p p or t " H a l l of F a m e " T h e A s s o c i at i o n o f S u ppo rt P ro f e s s i o n al s ( A S P ) d e c l are d t h e C i s c o T e c h n i c al S u ppo rt & D o c u m e n t at i o n W e b s i t e a wi n n e r o f t h e an n u al "T e n B e s t W e b S u ppo rt S i t e s " c o m pe t i t i o n , a pre s t i g i o u s award t h at s h o wc as e s e x c e l l e n c e i n o n l i n e s e rv i c e an d s u ppo rt . C i s c o was al s o n am e d t o A S P ' s W e b S u ppo rt "H al l o f F am e ," wh i c h h o n o rs we b s i t e s t h at h av e b e e n n am e d am o n g t h e "T e n B e s t " f o r at l e as t f o u r y e ars .


2 0 0 7 S S P A S T A R A w a r d f or S e r v ice E x ce l l e n ce in P a r tn e r M a n a ge m e n t f or E n te r p r ise D u ri n g t h e S e rv i c e & S u ppo rt P ro f e s s i o n al A s s o c i at i o n ( S S P A ) S e rv i c e s L e ad e rs h i p 20 0 7 C o n f e re n c e i n N e w O rl e an s , C i s c o wo n t h e 20 0 7 S S P A S T A R A ward f o r S e rv i c e Ex c e l l e n c e i n P art n e r M an ag e m e n t f o r En t e rpri s e . T h i s award i s pre s e n t e d t o a c o m pan y wh o e x c e l s at l e v e rag i n g t h i rd part y pro v i d e rs f o r t h e s e am l e s s d e l i v e ry o f s e rv i c e an d s u ppo rt wi t h h i g h l e v e l s o f c u s t o m e r s at i s f ac t i o n . U po n re c e i v i n g t h e award C i s c o was i n d u c t e d i n t o t h e S S P A H al l o f F am e , a s pe c i al re c o g n i t i o n award e d t o a s e l e c t g ro u p o f c o m pan i e s t h at h av e wo n f i v e S S P A S T A R A ward s s i n c e t h e pro g ram i n c e pt i o n i n 19 8 9 .

2 0 0 7 S T A R A w a r d f or B e st P r a ctice s Ci s c o S e r v i c e s e a r n e d t w o S T AR Aw a r d s f o r Be s t P r a c t i c e s i n 2 0 0 7 , s p o n s o r e d b y t h e S e r v i c e & S u p p o r t P r o f e s s i o n a l s As s o c i a t i o n ( S S P A) . T h e s e a w a r d s f o r Be s t P r a c t i c e s r e c o g n i z e c o m p a n i e s f o r d e v e l o p i n g , i m p l e m e n t i n g , a n d b e n c h m a r k i n g t h e m o s t i n n o v a t i v e a n d e f f i c i e n t p r o c e s s e s f o r s e r v i c e a n d s u p p o r t d e l i v e r y . C i s c o was award e d i n b o t h t h e S e rv i c e D e l i v e ry O pt i m i z at i o n c at e g o ry f o r i t s b e s t prac t i c e s i n t h e C i s c o T e c h n i c al A s s i s t an c e C e n t e r ( T A C ) s e rv i c e t e c h n o l o g y d e v e l o pm e n t an d s u ppo rt d e l i v e ry m e t h o d o l o g y an d t h e C u s t o m e r C o m m i t m e n t c at e g o ry f o r t h e C i s c o T A C c u s t o m e r f e e d b ac k pro c e s s t h at al l o ws C i s c o t o i m pl e m e n t t an g i b l e c h an g e s i n s u ppo rt prac t i c e s t o d i re c t l y i m pro v e t h e c u s t o m e r e x pe ri e n c e .

W or l d w id e B u sin e ss R e se a r ch F ie l d S e r v ice s A w a r d – 2 0 0 6 C i s c o H i g h T o u c h T e c h n i c al S u ppo rt ( H T T S ) re c e i v e d t h e 20 0 6 W o rl d wi d e B u s i n e s s R e s e arc h F i e l d S e rv i c e s award f o r "M o s t I n n o v at i v e A ppro ac h t o S e rv i c e D e l i v e ry ." T h e i n n o v at i v e appro ac h h i g h l i g h t e d i s t h e H T T S T i m e -B as e d Es c al at i o n ( T B E) pro c e s s , wh i c h h e l ps e n s u re t h e h i g h e s t l e v e l o f c u s t o m e r s e rv i c e b y g e n e rat i n g t i m e l y al e rt s f o r O pe rat i o n s T e c h n i c al S u ppo rt c u s t o m e rs t o i n s t i g at e pro ac t i v e m an ag e m e n t e n g ag e m e n t at c ri t i c al j u n c t u re s o f a s e rv i c e re q u e s t .

C e r tC itie s. com , an o n l i n e pu b l i c at i o n f o r c e rt i f i e d I T pro f e s s i o n al s , award e d C i s c o C C I E t h e “ H o t t e s t C e rt i f i c at i o n f o r 20 0 5” an d “ M o s t R e s pe c t e d H i g h -L e v e l C e rt i f i c at i o n ” award s . T h e C C I E pro g ram h as s we pt t h e “ H o t t e s t C e rt i f i c at i o n ” c at e g o ry f o r t h e t h i rd y e ar i n a ro w. ( S o u rc e : C e rt C i t i e s , F e b ru ary 20 0 5)

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