DON | Cisco Joint Enterprise Level Agreement Overview

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DON | Cisco Joint Enterprise Level Agreement Overview

14 April 2016

Cisco Confidential 2 © 2015 All rights reserved.

DoD-wide Joint Enterprise Level Agreement (JELA) awarded to Cisco Systems 18 Sep 2014 Available to all MILDEPs and Defense agencies - DON enrolled 18 June 2015

Drives enterprise mission and IT outcomes across DoD and within MILDEPs / Defense agencies via reduced costs, increased efficiencies and enhanced mission effectiveness

100% Cisco SMARTnet coverage (break/fix support) + network engineering and consulting support, technical education, classified network support

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Mission Assurance, Cybersecurity, Acquisition Efficiency

Direct Relationship, Agility & Flexibility, Strategic Partnership

Customer Satisfaction, Ease of Doing Business, Predictive Processes


Pre-JELA: •  Thousands of contracts across DoD •  Inconsistent pricing, limited economies of

scale •  Coverage gaps •  Re-inspection and re-instatement fees •  Security vulnerabilities •  Limited asset visibility •  Non-standard software updates – licensing

and compliance issues

JELA: •  One contract, two pricing models, co-termed performance period •  Global 24x365 technical support for all existing Cisco-branded

hardware and software eligible for SMARTnet coverage plus new purchases during the period of performance

•  Next Business Day and limited 4-Hour hardware replacement •  Streamlined access to technical services •  Inventory Collection and Reporting System (ICRS) to manage assets •  Classified Network Services •  Cisco Technical Education and Cisco Technical Knowledge Library •  Engineering and consulting support •  Governance structure facilitates DoD, Joint and individual efforts

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All DON organizations and programs are included : §  Navy Next Generation Enterprise Network (Navy NGEN)

§  OCONUS Navy Enterprise Network (ONE-Net)

§  Consolidated Afloat Networks and Enterprise Services (CANES)

§  DDG-1000 Class of Ships

§  US Navy Bureau of Medicine and Surgery (BUMED)

§  Naval Reserves Forward (NAVRESFOR)

§  Naval Special Warfare Development Group (NSWDG)

If you are unsure if your organization can enroll please contact Christine Lamer ([email protected])


Mission Assurance

Inventory Collection and Reporting System (ICRS)

SMARTnet 24-Hour Technical Assistance Center (TAC)

Global Hardware Replacement Cisco.com Access

24-Hour Software Updates

Engineering and Consulting Support

4-Hour Hardware Replacement (4HR) Classified Network Services (CNS)

Cisco Technical Education (CTE) Technical Knowledge Library (TKL)

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SMARTnet

Cisco Support Website (Cisco.com) •  Immediate self-support through online resources

Software Updates •  Maintain the resiliency of your network

-  IOS and Application Software Updates -  Protect investment, increase performance and add

new functionality for existing hardware

Advanced Hardware Replacement •  Maximize operational continuity, operations, and

risk mitigation -  Time-sensitive delivery -  Next Business Day hardware replacement, upgrade

to 4-Hour replacement depending on enrollment model

Cisco Technical Assistance Center (TAC) •  Resolve issues to maintain network performance

-  Service-first, faster time to resolution -  Global network and software engineers, certified

professionals with continuous training and rotations -  Adaptive trouble-shooting methodologies

Technical Knowledge Library •  Access to Cisco intellectual property – including technical white papers, case studies, self-study guides, validated configurations, and on-demand videos


High Touch Operations Management (HTOM)

•  Dedicated technicians and support resources

•  Service request management

•  Escalation management

•  Contract access management

•  Operations data analysis

•  Cisco tools instruction and documentation

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•  Identify, track, and manage Cisco assets •  Add, remove, and reassign inventory items

•  Customized database and secure portal with user and administrator role-based access

•  Enables enterprise business intelligence •  Single source of truth for Install Base


Limited Support:

•  Cisco Technical Education •  4-Hour Hardware Replacement •  Classified Network Services

Limited by Point Availability and Allocation:

•  Engineering Support •  Consulting Support

§  The DON receives set number of Points per contract year -  Number of points based on DON install base size -  Points represent engineering and consulting resource effort -  PM approves mission requests, distributes points across contract year -  Points do not carry over from one contract year to the next

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Cisco Technical Education (CTE)

•  Interactive e-Learning portal, 13k+ modules -  All-Access Package: Data Center, Network Basics,

Route / Switch, Security, Collaboration, Wireless -  Virtual labs

•  Administrators can: -  Develop curricula based on training needs -  Track student activities, progress -  Report on overall portal and individual module utilization

•  Enrollee personnel can: -  Address immediate issues, self-serve, avoid travel /

downtime -  Prepare for Cisco certification

(certification testing not included)


4-Hour Hardware Replacement (4HR)

•  Up to 10% of enrolled Cisco installed base

•  Replace critical networking equipment within a 4-hour window

•  Limited coverage locations must be pre-verified

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Classified Network Services (CNS)

•  Personalized high-touch support from dedicated, cleared Cisco operations managers and network engineers

•  Expedited routing and call handling

•  Transmit and receive classified information via SIPR and VOSIP

•  8am–8pm x 5 Days/week Full Staff

•  24/7 On-Call


Engineering and Consulting Support

Deliverable-Based Engagements

Consulting: experienced technology, business, and management consultants with specific Defense expertise – example backgrounds:

•  ICT professionals •  Enterprise Architects •  Business Analysts •  Data scientists •  Program and operations managers •  Strategic planning and facilitation expertise •  Governance expertise •  Communications expertise

•  Project and Program Managers •  Network Consulting Engineers •  Technology Architects

Ø  UC Ø  Cloud Ø  Mobility Ø  Network Management Ø  Core (Service Provider/ Enterprise)

Engineering: network optimization and operation, network design engineering, project and program management, lab and test support

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Name Position / Role Email Address Telephone # Christine Lamer DON Cisco Project Officer [email protected] 703-432-7462

Dennis Fellin DON Cisco Contracting Officer [email protected] 717-605-5659

DON Cisco JELA Site on PEO-EIS Portal (Requires CAC Card)

https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx


§  The DON Cisco SMARTnet website can be accessed through the PEO-EIS Portal at the following link: -  https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx

§  DOD CAC required to access; utilizing email certification

1.  DoD CISCO SMARTnet JELA Contract 2.  SMARTnet Overview 3.  CISCO Additional Services Overview 4.  Cisco ICRS Portal 5.  Information Portal 6.  Training & FAQs 7.  BSO Hierarchy & POCs 8.  Policies & Governance 9.  Cisco SMARTnet Fact Sheet

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DON JELA SMARTnet Contract Number:

90347507

Quick Reference Guide