Service Description of Software Application Services

Software Application Support and Software Application Support Plus Upgrades

T h is
d o c u m e n t
S e r v ic e s .

d e s c r ib e s

C is c o s

S o ftw a re

Ap p l i c a t i o n

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y o u r M a s t e r S e r v i c e s Ag r e e m e n t (M S A) w i t h C i s c o . I n t h e
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M S A, t h i s S e r v i c e D e s c r i p t i o n s h a l l g o v e r n .
S ale v i a C i sco-A uth or i z ed Reseller . I f y o u h a v e
t h e s e S e r v i c e s t h r o u g h a C i s c o -Au t h o r i z e d R e s e l l e
d o c u m e n t is f o r d e s c r ip t io n p u r p o s e s o n ly ; is n o t a
b e t w e e n y o u a n d C is c o . T h e c o n t r a c t , if a n y , g o v e
p r o v is io n o f t h is S e r v ic e w ill b e t h e o n e b e t w e e n y o
C i s c o Au t h o r i z e d R e s e l l e r . Y o u r C i s c o Au t h o r i z e d
s h o u ld p r o v id e t h is d o c u m e n t t o y o u , o r y o u c a n o b
o f t h is a n d o t h e r C is c o s e r v ic e d e s c r ip t io n s a t
w w w .c i s c o .c o m / g o / s e r v i c e d e s c r i p t i o n s / .

c o m m e r c ia l
p a tc h , a M a
S o ftw a re e x p
f o l l o w s : (a ) d
o r (b ) s h i p m
s u c h a s C D R
f o r a lte r n a tiv e

s ;
.

to

p u rc h a s e d
r , t h is
c o n tra c t
r n in g th e
u a n d y o u r
R e s e lle r
ta in a c o p y

C i sco Resp onsi b i li ti es:

C i sco Resp onsi b i li ti es:

C i s c o T e c h n i c a l As s i s t a n c e C e n t e r
h o u rs p e r d a y , 7 d a y s p e r w e
t e le p h o n e , f a x , e le c t r o n ic m a il o r
Ap p l i c a t i o n
S o ftw a re
u s e ,
c o
t r o u b le s h o o t in g is s u e s . C is c o w ill r e
(1) h o u r f o r a l l c a l l s r e c e i v e d
B u s in e s s H o u r s a n d f o r S e v e r it y
r e c e iv e d o u ts id e S ta n d a r d B u s in e
S e v e r it y 3 a n d 4 c a lls r e c e iv e d
B u s in e s s H o u r s , C is c o w ill r e s p o n d
n e x t B u s in e s s D a y .
M a n a g e

p r o b le m s a c c o r d in g

a n d E s c a la t io n G u id e lin e .
Ac c e s s
C u s to m
in f o r m a
C is c o 's
th a t a c
to tim e

to
e r
w
t io n o
o n -l i n
c e s s r
m a y a

C i s c o .c
it h
h e
n C is c o
e S o ftw
e s tr ic t io
p p ly .

to

o m .
T h is
lp f u l t e c h n
P ro d u c ts a
a re C e n te r
n s id e n t if ie d

th e

(T AC ) a c c e s s 24
e k t o a s s is t b y
t h e in t e r n e t w it h
n f ig u r a tio n
a n d
s p o n d w it h in o n e
d u r in g S t a n d a r d
1 a n d 2 c a lls
s s H o u rs . F o r
o u ts id e S ta n d a r d
n o la te r th a n th e

C is c o

d e liv e r a b le s , a s

s p e c if ie d

a b o v e

in

C i s c o -p r o v i d e d ,
o n
re q u e s t,
M a jo r
Ap p l i c a t i o n
S o f t w a r e R e le a s e s . S u c h U p d a t e s a r e lim it e d t o
Ap p l i c a t i o n S o f t w a r e r e l e a s e s t h a t h a v e b e e n v a l i d l y
lic e n s e d a n d p a id f o r a n d t h a t a r e c o v e r e d u n d e r a
c u r r e n t S AS U c o n t r a c t . T h e Ap p l i c a t i o n S o f t w a r e
r e le a s e s a n d s u p p o r t in g D o c u m e n t a t io n w ill b e m a d e
a v a ila b le
o n
th e
C i s c o .c o m
S o ftw a re
C e n te r
(w w w .c i s c o .c o m / s o f t w a r e ) o r o n m e d i a s u c h a s
C D R O M ,
th ro u g h
th e
C is c o
P U T
(w w w .c i s c o .c o m / u p g r a d e ) . Ap p l i c a b l e s u p p o r t i n g
D o c u m e n t a t i o n , i f a v a i l a b l e , i s a v a i l a b l e o n C i s c o .c o m
a n d is lim it e d t o o n e c o p y p e r lic e n s e d S o f t w a r e .
Ad d i t i o n a l c o p i e s m a y b e p u r c h a s e d .

T h e p r o v is io n o f t h e
w ill:

v id e s
n e ra l
s s to
n o te
tim e

S e r v ic e o p t io n s a s s u m e s t h a t C u s t o m e r

P r o v id e a s e v e r it y le v e l a s d e s c r ib e d in t h e C is c o
S e v e r it y a n d E s c a la t io n G u id e lin e f o r a ll t h e c a lls
C u s t o m e r p la c e s .

W o r k -a r o u n d
s o lu tio n s
o r p a tc h e s
to
r e p o r te d
Ap p l i c a t i o n S o f t w a r e p r o b l e m s u s i n g r e a s o n a b l e

N CAD 500989 v2
28257 6 4 -000083 04 / 01 / 05

C i s c o -p r o v i d e d
S AS .

C ustomer Resp onsi b i li ti es:

S e v e r it y

s y s te m
p ro
ic a l a n d
g e
s w e ll a s a c c e
lib r a r y . P le a s e
b y C is c o f r o m

M i n o r a n d M a i n t e n a n c e R e l e a s e s . T h e Ap p l i c a t i o n
S o f t w a r e r e le a s e s a n d s u p p o r t in g D o c u m e n t a t io n a r e
a v a ila b le
o n
th e
C i s c o .c o m
S o ftw a re
C e n te r
(w w w .c i s c o .c o m / s o f t w a r e ) o r o n m e d i a s u c h a s
C D R O M , th r o u g h th e C is c o P r o d u c t U p g r a d e T o o l
Ap p l i c a b l e
(P U T )
(w w w .c i s c o .c o m / u p g r a d e ) .
s u p p o r tin g
D o c u m e n ta t io n , if a v a ila b le , is
o n
C i s c o .c o m a n d i s l i m i t e d t o o n e c o p y p e r r e l e a s e .
Ad d i t i o n a l c o p i e s m a y b e p u r c h a s e d .

S A S U

S A S

e f f o r t s . F o r a n Ap p l i c a t i o n S o f t w a r e
i n t e n a n c e R e l e a s e f o r t h e Ap p l i c a t i o n
e r ie n c in g t h e p r o b le m w ill b e p r o v id e d a s
o w n l o a d f r o m C i s c o .c o m (a s a v a i l a b l e ) ,
e n t o f Ap p l i c a t i o n S o f t w a r e o n m e d i a
O M u s in g a n o m in a t e d c a r r ie r . R e q u e s t s
c a r r ie r s w ill b e a t C u s t o m e r s e x p e n s e .

P r o v id e , a t C u s to m e r s
to th e P ro d u c t th ro u g h
e s t a b lis h
a
d a ta
c o
C u s t o m e r a n d t h e C is c

e x
th e
m m
o T

p e n s e , r e a s o n a b le a
I n t e r n e t o r v ia m o d
u n ic a t io n
lin k
b e
AC e n g i n e e r a n d s y

c c e s s
e m to
tw e e n
s te m s

p a s s w o r d s s o t h a t p r o b le m s m a y b e d ia g n o s e d a n d ,
w h e r e p o s s ib le , c o r r e c t e d r e m o t e ly .

P r o v i d e t h i r t y (3 0 ) d a y s N o t i c e t o C i s c o o f
r e q u e s t e d a d d i t i o n (s ) t o y o u r E q u i p m e n t L i s t .

a n y

W h
p e r
C is
d o w
C is
th e
p e r

e n re q
s o n n e l
c o o r
n lo a d
c o 's P U
lis t o n
s o n n e l

u e s te
th a t
a c c e
S o ftw
T . C
a n a
a s n e

a p
a n
s e
o d u
e a
ro d

p lic a b le s e r ia l n u m b e r s f o r
d is s u e s r e p o r te d to C is c o
e k in g in f o r m a t io n f r o m C is c o
c t u s e . C is c o m a y a ls o r e q u
d d it io n a l in f o r m a t io n in t h e f o
u c t , c it y lo c a t io n d e ta ils a n d

d , p r o v id e
C u s to m e r h
s s C i s c o .c o
a re fro m C
u s to m e r is
n n u a l b a s is
c e s s a ry

C is c o w
a s a u th o
m
fo r S
i s c o .c o m
r e s p o n s ib
a n d a d d

it h
r iz e
e rv
o r
le
in g

P r o v id e a n y
is o la tio n .

H a rd w a re

R e c e iv e S e r v ic e s o n C is c o
w h ic h C u s to m e r h a s :

a ll e
n s e s
ic e s
n s d e

e ,
e q u
u ts
d o

tra
e s t
id e
c u m

v e l , a n d o u t -o f -p o c k e t
p e r fo r m a n c e o f o n s ite
t h e s c o p e o f S e r v ic e
e n t.

r e q u ir e d

to

Ap p l i c a t i o n

p e rfo rm
S o ftw a re

fa u lt
fo r

P u r c h a s e d a v a lid a n d c u r r e n t lic e n s e f o r th e
la t e s t M a jo r a n d M in o r r e le a s e o r is r e n e w in g
s u p p o r t f o r a v a lid s u p p o r t e d lic e n s e r e v is io n .

Ac q u i r e , i n s t a l l
s u p p o r t f o r a ll:

y
p e
rv
tio

M a k e a l l r e a s o n a b l e e f f o r t s t o i s o l a t e t h e Ap p l i c a t i o n
S o f t w a r e p r o b le m p r io r t o r e q u e s t in g s u p p o r t f r o m
C is c o .

V e r i f y a n y i n -t r a n s i t d a m a g e o f t h e m e d i a f o r t h e S AS
o r S AS U Ap p l i c a t i o n S o f t w a r e U p d a t e s .

N CAD 500989 v2
28257 6 4 -000083 04 / 01 / 05

a ll
o r
in
ir e
rm
z ip

lis t o f a ll
to c o n ta c t
ic e s a n d t o
o r d e r e d v ia
f o r r e v ie w in g
o r r e m o v in g
d

in e e r in g t im
C u s to m e r r
S e r v ic e s o
r ib e d in t h is

P r o v id e c u r r e n t s h ip m e n t c o n t a c t in f o r m a t io n a s
f o llo w s : c o n t a c t n a m e , t it le , a d d r e s s , t e le p h o n e
n u m b e r , e -m a i l a d d r e s s , a n d f a x n u m b e r .
P r o v id e v a lid a n d
P r o d u c t p r o b le m s
w h e r e C u s t o m e r is
c o n n e c tio n w ith P r
C u s t o m e r t o p r o v id
o f lo c a t io n o f t h e P
c o d e in f o r m a t io n .

P a
e x
S e
o p

t o t h e l a t e s t Ap p l i c a t i o n S o f t w a r e r e l e a s e a n d
t h i r d -p a r t y S o f t w a r e r e l e a s e , i f r e q u i r e d b y
t o c o r r e c t a r e p o r t e d Ap p l i c a t i o n S o f t w a r e
.
n g
if
o r
s c

N o t i f y C i s c o , u s i n g C i s c o .c o m , o f P r o d u c t o n t h e
E q u ip m e n t L is t w h ic h C u s t o m e r h a s m o v e d t o a n e w
l o c a t i o n w i t h i n t h i r t y (3 0 ) d a y s o f s u c h r e l o c a t i o n .
P le a s e b e a w a r e t h a t t h e S e r v ic e s w ill b e p r o v id e d t o
C u s t o m e r b e g i n n i n g t h i r t y (3 0 ) d a y s a f t e r r e c e i p t o f
y o u r n o t if ic a t io n . C is c o w ill a ls o n e e d C u s t o m e r t o
n o t if y C is c o o f a n y m o d if ic a t io n t o t h e P r o d u c t a n d
c o n f ig u r a t io n in c lu d in g u p g r a d e s o r c h a n g e s t o F R U s
n o t i n t h e o r i g i n a l c o n f i g u r a t i o n w i t h i n f i v e (5 ) d a y s o f
s u c h m o d if ic a tio n .

U p d a te
la t e s t
C is c o
p r o b le m

T h i r d -p
b y C is c
N e tw o r
to , lo c
e q u ip m
Ap p l i c a

M a in ta in
im p le m e n
c u r r e n t ly
C is c o
to
C u s to m e r

c o n f ig u r e

a n d

p r o v id e

a r t y P r o d u c t s , in c lu d in g u p g r
o o r r e la t e d S e r v ic e s ; a n d
k in f r a s t r u c t u r e , in c lu d in g , b
a l a n d w i d e -a r e a d a t a N
e n t r e q u ir e d b y C is c o f o r
t io n S o f t w a r e .

C u s to
t a tio n
in u s e
p ro v
s Ap p

m e r s e n t ir
f o r c o n f ig u r a
u n d e r th e
id e
S e r v ic e
lic a t io n S o f t w

b le
s a m
s
a re

Ap p
Ap
e
fo r
im

te c h n ic a l

a d e s r e q u ir e d
u t n o t lim it e d
e tw o rk s a n d
o p e r a t io n o f

lic a t io n
S o ftw a re
p lic a t io n S o f t w a r e
S e r v ic e o p tio n f o r
a n y p o r tio n
o f
p le m e n t a t io n .