Cisco Solution Support

Transcription

1 Service Definition Solution Support for Service Providers Service Definition November and/or its affiliates. All rights reserved. This document is Public Information. Page 1 of 17

2 Contents About This Document... 3 Solution Support Overview... 4 Eligible Solutions for Service Providers and Engineer Expertise... 4 and Solution Partner Product Coverage... 5 Products... 5 Accountable Products... 5 Solution Partner Accountable Products... 6 Service Provider Requirements... 6 Processes for Resolving Solution-Level Issues... 7 Opening a Solution Support Case for or Solution Partner Products... 8 Working with Solution Support Engineers... 8 Eligible Products and Coverage Levels for Service Provider Solutions... 9 Coverage Limitations and Exclusions for Service Provider Solutions and/or its affiliates. All rights reserved. This document is Public Information. Page 2 of 17

3 About This Document Read this document to learn about how Solution Support covers our solutions developed specifically for service providers including: Service overview What solutions and products are covered Customer requirements How the service works 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 3 of 17

4 Solution Support Overview Solution Support is an essential element for the software-based solutions we offer to service providers by helping you maintain their performance, reliability, and return on investment. This service delivers centralized support across the products in your solution ecosystem, so if an issue arises, simply contact us. Our team of solution experts is your primary point of contact and owns your case from first call to resolution. And because Solution Support resolves complex issues on average 43 percent more quickly than product support alone, 1 it s the right kind of support for your solution environments. Solution Support helps you: Innovate with confidence: Adopt new technologies to grow your business. Our expert engineers are here to help you succeed. Focus on your business: We take the lead to manage technology issues so you can stay focused on your customers and your business. Resolve issues quickly: You can get the most out of your technology with a technical service that solves solution-level issues faster than product support alone. Features include: Primary point of contact: Our team of solution experts is accountable for resolving your issue no matter where it resides. You receive continuity of service from first call until you close your case. Solution expertise: Our deep knowledge about how the solution works as a whole means we can often resolve issues immediately, helping you get back to business sooner. Product support team coordination: Through our seamless collaboration with the TAC and strong relationships with solution partners, we effectively manage support to best resolve your issue. Open door approach: Initiate a case even if you re not sure you have an issue. There s no need to diagnose your problem before contacting our solution experts. One service, broad coverage: You get both solution-level support and product support in one service that s easy to order and renew. Use the same familiar ordering process you use to buy product support internal study. Eligible Solutions for Service Providers and Engineer Expertise Solution Support engineer teams are experts in Validated Designs, reference architectures, and best practices for the eligible solutions listed here. They have deep expertise in products, 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 4 of 17

5 and understand how our products and those of our solution partners work together in your deployment. Click the solution name to see its unique list of products eligible for support. Service Provider Solutions IP Fabric for Media Service Provider Mobility Service Provider Network Function Virtualization Note: Eligible solutions may be comprised of either of the following: and solution partner products (multivendor) or Solutions with only products We ve noted throughout this document when a process and/or requirement applies to multivendor solutions, solutions with only products, or both. Refer to the tables in Eligible Products and Coverage Levels for Service Provider Solutions to see if your solution is multivendor or contains only products. and Solution Partner Product Coverage The following section describes how individual products are covered by Solution Support for multivendor solutions and solutions with only products. Product coverage is provided in three tiers: products fall under the products tier. Solution partner products fall under the accountable or solution partner accountable tiers. Products This description is relevant for multivendor solutions and solutions with only products. products are defined as (1) manufactured by or a original equipment manufacturer (OEM) and (2) eligible for coverage by a product support contract. is accountable (that is, we make sure support is provided) and responsible (that is, we deliver support) for providing support to resolve issues with core products according to the product service levels chosen in your Solution Support contract. Accountable Products This description is relevant only for multivendor solutions. accountable products are defined as (1) solution partner products and (2) may be listed in 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 5 of 17

6 Validated Designs or reference architectures for your solution. is accountable for resolving issues with these solution partner products based on the product support contract you have with them. We are able to offer support accountability for these products because we have established a direct support relationship with these solution partners. We have working relationships with their engineer and support teams, access to solution partner product training, and solution partner products represented in support labs. Solution partner support teams are responsible for providing support to resolve issues with their products according to your product support contract with them. Solution Partner Accountable Products This description is relevant only for multivendor solutions. Solution Partner Accountable products are defined as (1) solution partner products and (2) may be listed in the Marketplace and are often tested and certified by the solution technology partner for use in [name of solution], or (3) solution partner products where we ve seen significant customer deployments in their solution. takes your first call for solution issues with these solution partner products and coordinates issue resolution. The solution partner support team is both accountable and responsible for providing support to resolve issues for these products according to your product support contract with them. For more details about eligible products, see Eligible Products and Coverage Levels for Service Provider Solutions. Service Provider Requirements The following requirements must be met in order to receive support through Solution Support. Fully operational environment: Solution Support is a day-2 support service. There are no features or deliverables associated with planning and/or building your environment. We assume that your environment is up and running with major functions in operation. If you need help planning and/or building your environment, contact an authorized representative to learn about professional services. Solution Support contracts: Any products listed in Eligible Products and Coverage Levels for Service Provider Solutions deployed in your solution environment must be covered by Solution Support in order to receive solution-level support as described in this document. Purchasing Solution Support for some, but not all, eligible products deployed in your solution environment will not provide complete entitlement to this service. Product support contracts: Product support is required for all components in your solution. components in your solution are automatically covered by product support 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 6 of 17

7 when you purchase Solution Support, because this service is inclusive of the hardware or software support required for those products. For example, when attaching Solution Support to a software and/or hardware product, that product is covered at your chosen service tier/level by: o o o Support with Enhanced and Premium service tier choices for the software in the Service Provider Network Function solution. Support for the software in the IP Fabric for Media and Service Provider Mobility solutions. Smart Net Total Care TM for the hardware in all Service Provider solutions. If you have a multivendor solution, the following is also required: Solution partner components in your solution must be covered by their product support with a service equivalent to Support Service or Smart Net Total Care. Solution partner product support contracts are necessary for: o o o Solution partners to provide expertise and directly resolve issues with their products Access to solution partner return merchandise authorizations (RMAs), software updates and upgrades, knowledge base, and so on Solution Support engineers to coordinate issue resolution with solution partner product support teams Note: The following services are not acceptable as required product support for or solution partner products: Warranty services such as Warranty, Warranty Plus, Smart Net Total Care for UCS Hardware Only, or any similar services from solution partners Community support programs Support contracts with a third party delivering their own branded support Processes for Resolving Solution-Level Issues This section describes how to open support cases and how Solution Support engineers work with you, your customers, and solution partners (Figure 1) and/or its affiliates. All rights reserved. This document is Public Information. Page 7 of 17

8 Figure 1 Solution Support Engagement Model Opening a Solution Support Case for or Solution Partner Products You or your brand resale partner opens a case using your Solution Support contract entitlement by calling the 800 number (for severity 1 and 2 cases) or through the TAC online case tool (for severity 3 or 4 cases) and provides the following information: The severity level of your service request product serial number (for the product you think is involved in the issue or interacting with a solution partner product in the issue) The name of your eligible solution Description of the problem you are experiencing and symptoms (business effects, technology, and so on) You will then be routed to the appropriate Solution Support engineer team. For complete details, review Opening a Solution Support Service Request on.com. Note: In some situations, you might not know what product is causing the issue, or if there actually is an issue. You can open a Solution Support case on any product in your solution deployment entitled to this service. Your engineer will determine if there is an issue and if so, will initiate the issue resolution process. If you have a multivendor solution, at any time and for any reason, you can open a product support case directly with a solution partner. If it is then determined that the issue is more complex than originally estimated (for example, it involves multiple products), open a Solution Support case on any product in your solution deployment entitled to this service, and we will step in to begin coordinating your case. Working with Solution Support Engineers Standard Work Flow After you have opened a Solution Support case as described in the prior section, the 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 8 of 17

9 Solution Support engineer: Works with you or, if applicable, your brand service resale partner. Resolves any issues that can be resolved based on their knowledge of the solution through Validated Designs, reference architectures, configuration best practices, or other expertise, experience, and/or internal information. If the Solution Support engineer cannot directly resolve the solution issue, the engineer isolates the issue to a product or products and: Note: Works with you to open a secondary case using your product support contract entitlement from and/or, for multivendor solutions, solution partner(s). Coordinates issue resolution with the TAC and/or, for multivendor solutions, solution partner product support team(s). We provide information about what led to the request for the secondary case, and expert guidance on the solution to help make sure interoperability between solution products is maintained. For multivendor solutions: Although is accountable for issue resolution and coordinates with solution partner product support team(s), you must pass support entitlement as required by solution partners. You must also provide system and case information and access to both and solution partners. If a solution partner product support team cannot resolve the issue and is a member of the DevNet program, the solution partner may open a service request with the Developer Support Service for help in isolating and resolving the issue. Your case remains open and active until you approve it for closure by. Alternate Work Flow For multivendor solutions, the following alternate work flow applies when you first open a product support case directly with a solution partner, then determine that the issue involves multiple products and requires Solution Support. After you have opened a Solution Support case as described in the prior section, notify the Solution Support engineer that you are requesting solution-level support for a product support case previously opened with a solution partner. The Solution Support engineer then works with you to become familiar with your case and manages issue resolution from that point forward. Your case remains open and active until you approve it for closure by. Eligible Products and Coverage Levels for 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 9 of 17

10 Service Provider Solutions The following tables show eligible products and coverage by Solution Support for each of our eligible service provider solutions. Use the following definitions to interpret the coverage column code: C (core product): products covered by the service with accountable and responsible for product issue resolution. Applicable to multivendor solutions and solutions with only products. A ( accountable product): Solution partner products covered by the service with accountable and solution partners responsible for product issue resolution. Applicable to multivendor solutions only. P (solution partner accountable product): Solution partner products covered by the service with coordinating issue resolution and solution partners accountable and responsible for product issue resolution. Applicable to multivendor solutions only. IP Fabric for Media Company Product Name Coverage Product Area Notes Nexus 9272Q Network Nexus 9500 Network Nexus 93180YC-EX Network Nexus 93108TC-EX Network Nexus 92160YC-X Network LAN Enterprise License for Nexus 9300 Platform LAN Enterprise License for Nexus 9500 Platform Nexus 9300 Network Services (IP Media Fabric) Nexus 9500 Network Services (IP Media Fabric) DCNM for LAN Advanced Edition for Nexus 9300 switches DCNM for LAN Advanced Edition for Nexus 9500 switches 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 10 of 17

11 Back to top Service Provider Mobility Company Product or Product Family Coverage Product Area Notes AppSense AppSense Environment Manager or Management Center Atlantis Atlantis ILIO A Storage BMC BMC Cloud Lifecycle Management (CLM) A A Canonical Canonical Ubuntu OpenStack P See Coverage Limitations and Exclusions for Service Provider Solutions Canonical Canonical Ubuntu Server LTS P UCS 5108 Blade Server Chassis Compute UCS B-Series Blade Servers Compute UCS C-Series Rack Servers Compute UCS Fabric Extender Compute Intelligent Automation for Cloud UCS Fabric Interconnect Compute UCS Manager Virtualization Experience Client (VXC) Endpoint VXC Manager Mobility Network Manager (DCNM) Application Control Engine (ACE) 4710 ACE Appliance Device Manager ASA 5580 Adaptive Security Appliance UCS Director NAM Appliance 2220 Adaptive Security Device Manager (ASDM) WAAS Central Manager Catalyst Network Mobility use only 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 11 of 17

12 7206 Network Processing Engine NPE-G1 Network Mobility use only Nexus 5000 and 7000 Series Switches Network Nexus 9000 Series Switches Network Application Centric Infrastructure Fabric Citrix NetScaler 1000V Wide Area Application Engine WAE-674 See footnote 1 below Network Nexus 1000v Virtual Security Gateway Wide Area Application Services (WAAS) and Virtual Wide Area Application Services (vwaas) Unified Presence Client UCS Invicta Storage Acquisition company: Whiptail MDS Storage Citrix Citrix XenDesktop A Citrix Citrix XenServer A Citrix Citrix Provisioning Services (PVS) A Citrix Citrix XenApp A Citrix Citrix NetScaler A Commvault Simpana P EMC EMC Unisphere A EMC EMC Celerra NS-480 A Storage EMC EMC VNX 5499/5x00 A Storage EMC EMC Symmetrix family (VMAX and DMX) A Storage EMC EMC CLARiiON (AX and CX) A Storage EMC EMC VNX series unified storage A Storage EMC EMC Celerra (Native Block) A Storage EMC EMC Isilon (NFS/CIFS) A Storage F5 BIG-IP Local Traffic Manager, BIG- IP Global Traffic Manager P Fusion-IO Fusion-IO iodrive2 A Storage Hitachi Data Systems (HDS) Hitachi USP-V, USP-VM and VSP, AMS 1000 P Storage P because there are no internal lab resources for HDS storage 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 12 of 17

13 Hitachi Data Systems (HDS) Hitachi Data Systems (HDS) Hitachi AMS 2000 Family P Storage P because there are no internal lab resources for HDS storage Hitachi Unified Storage Family P Storage P because there are no internal lab resources for HDS storage IBM IBM System Storage Products P Storage McAfee McAfee MOVE Antivirus P McAfee McAfee VirusScan and AntiSpyware Enterprise (VSE) P Microsoft Microsoft Hyper-V A Customer may be billed by Microsoft for consultation Microsoft Microsoft Windows Server A Customer may be billed by Microsoft for consultation Microsoft Microsoft System Center P Customer may be billed by Microsoft for consultation Mirantis Mirantis OpenStack Cloud P See Coverage Limitations and Exclusions for Service Provider Solutions NetApp NetApp SnapManager Data Protection NetApp NetApp Data ONTAP A NetApp NetApp NetApp OnCommand Management NetApp Fabric-Attached Storage (FAS) A A A Storage NetApp NetApp E-Series A Storage NetApp NetApp V-Series A Storage Nimble Storage Nimble CS Series Storage P Storage Oracle Oracle Virtual Machine (VM) A Oracle Oracle Linux A Oracle Oracle Solaris A 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 13 of 17

14 Red Hat Red Hat enovance Service Provider Cloud Red Hat Red Hat Enterprise Linux (RHEL) A Red Hat Red Hat Enterprise Linux for SAP A Red Hat Red Hat Enterprise Linux OpenStack Platform P See Coverage Limitations and Exclusions for Service Provider Solutions. Recent Red Hat acquisition; product may be direct from enovance. P See Coverage Limitations and Exclusions for Service Provider Solutions Red Hat Red Hat Ceph InTank P Best effort, limited coverage Red Hat Red Hat Enterprise Virtualization (RHEV) 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 14 of 17 A Simplivity OmniStack P SUSE SUSE Cloud P See Coverage Limitations and Exclusions for Service Provider Solutions SUSE SUSE Linux Enterprise Server A SUSE SUSE Linux Enterprise Server for SAP Applications A Tintri Tintri VMstore P Trend Micro Trend Micro Deep Security Manager P Trend Micro Trend Micro Deep Security Virtual Appliance P Unidesk Unidesk VDI Management P Best effort, limited coverage VMware VMware vsphere A May also be core if supported by VMware VMware vcenter A May also be core if supported by VMware VMware vsan P Coverage limited by experience with product VMware VMware View A VMware VMware vcloud A Dell Wyse Dell Wyse Xenith, Wyse P20 P Endpoint Dell Wyse Dell Wyse R90LEW, X90LW P Endpoint Dell Wyse Dell Wyse V10L P Endpoint

15 Dell Wyse Dell Wyse R50 P Endpoint Back to top 1 Solution Support for SP Mobility coverage of the Nexus 9000 Series Switches is limited to the Nexus 9300 and Nexus 9500 platform switches in standalone mode without the Application Centric Infrastructure (ACI) fabric software licenses. Solution Support for SP Mobility does not cover the Application Policy Infrastructure Controller (APIC) or Mobility solution fabric software licenses. A separate service, Solution Support for ACI, covers the Mobility solution fabric, which consists of the Nexus 9000 Series Switches. Solution Support for ACI includes product support with deliverables equivalent to Smart Net Total Care Service and covers the APIC for Mobility solution software licenses and interfaces with third-party products and applications, as well as interoperability troubleshooting, which addresses Layers 4 through 7 services, orchestration, network management, applications, and virtualization that uses (1) APIC-related APIs, (2) third-party APIC-related APIs; or (3) APIC-registered device packages. Solution Support for ACI does not include product support for solution technology partner hardware or software products. Support agreements for these components are between the customer and solution technology partner. Service Provider Network Function Virtualization Company Product Name Coverage Product Area Notes Virtualized Infrastructure Manager (VIM) Network Services Orchestrator (NSO) Elastic Services Controller (ESC) WAN Automation Engine (WAE) Virtual Topology System (VTS) Manage and Storage Virtual Packet (VPC) Virtual Managed Service (VMS) Itential Itential Pronghorn Platform P /Network RedHat RedHat Enterprise License A RedHat Red Hat Enterprise Linux OpenStack Platform A Zenoss Zenoss Service Assurance P Monitoring 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 15 of 17

16 Back to top Coverage Limitations and Exclusions for Service Provider Solutions This document defines Solution Support for Service Provider solutions. Base functionality of the listed products in Eligible Products and Coverage Levels for Service Provider Solutions is covered by this service. However, there are instances where specific product capabilities implemented by you are not covered by Solution Support. Solution partners not listed in Eligible Products and Coverage Levels for Service Provider Solutions are outside of scope of Solution Support coverage eligibility. Therefore, unless specifically listed, it should not be assumed that all licensed technologies related to listed products are covered by this service. Further, is committed to interoperability with open source software released commercially, and certified and under long-term support (LTS) by independent software vendors (ISVs), partners, or distribution suppliers using the OpenStack Foundation word mark. OpenStack is an open source software community that involves people with similar philosophies about cloud architecture and open source software projects that are communally developed and supported on a best-effort basis by that community for public and private cloud infrastructure and applications. These are also referred to as uncertified, non-commercialized OpenStack Community Editions. These uncertified releases are not supported by Technical Support Services for products. OpenStack Community Editions are ineligible for Solution Support coverage, or cooperative or collaborative support involving Technical Support Services for products either directly, in cooperation or collaboration with any other third-party ISV, independent hardware vendor (IHV), or other community project based support. Solution Support for SP Mobility coverage for an OpenStack product is limited to products that are certified, commercially hardened, enterprise-grade and under LTS by an ISV, partner, or distribution supplier. For any support interaction involving an OpenStack product that runs on UCS, certification is required for the OpenStack ISV, partner, or distribution supplier product release. This certification is documented when the product release is listed on the UCS Interoperability Matrix at The customer is entitled to Solution Support for SP Mobility product coverage for products listed in in Eligible Products and Coverage Levels for Service Provider Solutions and only when the customer has full product support, is under contract, and the product is from the ISV, partner, or distribution supplier of the product listed. Solution Support for SP Mobility covers commercially available OpenStack products listed in in 2017 and/or its affiliates. All rights reserved. This document is Public Information. Page 16 of 17

17 Eligible Products and Coverage Levels for Service Provider Solutions for first-call and limitedissue management. The Solution Support team does not have OpenStack product knowledge or expertise. The customer must have access to expertise from qualified OpenStack suppliers. will rely on the OpenStack supplier, based on the customer s entitlement to support, to provide any OpenStack expertise required to resolve the issue and/or its affiliates. All rights reserved. This document is Public Information. Page 17 of 17