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Cisco Solution Support

This document must be read in conjunction with How Cisco Provides Services, which is incorporated into this document by
reference.

Summary
Cisco Solution Support is a Technical Support Service offer that may be bundled with (a) Smart Net Total Care; (2) Software
Support Services; and/or (3) Cisco Cloud offers. In some instances, Solution Support may be sold independently from a Cisco
Technical Support Service. For information on the Cisco Technical Support Services that may be bundled with Cisco Solution
Support for the purchased Solution, please reference the applicable service descriptions at
www.cisco.com/go/servicedescriptions, incorporated herein by reference.
Cisco Solution Support applies to solutions, infrastructures, and appliances (“Solution”) that have been documented in a Cisco
Solution Support Service Definition Document and are comprised of solely Cisco Products or Cisco Products and products
provided by third party vendors (“Solution Support Alliance Partner(s)”).
For Cisco Hardware, Software and Cloud Products in a solution, the Cisco Solution Support Services as described in this
document are bundled with Cisco Technical Support Services as defined in the relevant service description associated with
such Product.
Cisco Solution Support entitles access to a team of Solution experts, who provide a primary point of contact for issues found
within the Solution, as well as Product support for the Cisco Hardware, Software and Cloud elements that comprise the
Solution. When combined with product support purchased from Solution Support Alliance Partners, Cisco delivers support
for the Solution both directly and through coordination of maintenance and support activities needed to troubleshoot and
address issues across the Solution.

Cisco Responsibilities:
• Cisco Solution Support Center access twenty-four (24) hours per day, seven (7) days per week to assist by telephone,
fax, electronic mail or the internet with Solution use, configuration, and troubleshooting issues.

o For Severity 1 and 2 calls, Cisco will respond within thirty (30) minutes.

o For Severity 3 and 4 calls received during Business Hours, Cisco will respond within one (1) hour; for calls
received outside Business Hours, Cisco will respond within the Next Business Day.

• Access to Cisco.com for information on the Solution and Cisco Products being supported. This system provides
Customer with helpful technical and general information on the Solution and Cisco Products. Please note that access
restrictions identified by Cisco may apply.

• To the extent allowed by our Solution Support Alliance Partners, Cisco will provide technical issue management for
issues encountered with the Solution.

• In the event Cisco determines escalation to a Solution Support Alliance Partner for Third Party Product support is
necessary, Cisco will work with the Customer and the applicable Solution Support Alliance Partner to open a case in
the Solution Support Alliance Partner’s case management system using the Customer’s entitlement to support with
the Solution Support Alliance Partner.

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• As part of the Services, it may be necessary for Cisco to disclose Customer information to the applicable Solution
Support Alliance Partner. Such information may include logs and contact information.

• Cisco will provide information, to the extent allowable, to Solution Support Alliance Partner in support of Solution
Support Alliance Partner conducting diagnosis and resolution of the Customer’s issue.

• Cisco will provide updates on actions taken to resolve the Customer’s issue as a primary point of contact.

• For some products, Cisco may open cases on behalf of the Customer with the Solution Support Alliance Partner,
provided Customer and Solution Support Alliance Partner have agreed to allow Cisco to act in this limited capacity
and the Customer is able to provide information that enables the case to be opened with the Solution Support
Alliance Partner.

• Product Support. As part of the Service, when Technical Support Services for the Product are bundled with Solution
Support, Cisco shall provide the services described in the Cisco Responsibilities of the relevant Technical Support
Services service descriptions for the Cisco Products that comprise the Solution.

Customer Responsibilities:
• Ensure that Cisco Solution Support is purchased with all applicable Cisco Products and areas of coverage that are a
part of the covered Solution. If Solution Support is not purchased for all elements in the Solution, support coverage
may be delivered at the service level for the applicable Product support (e.g., Smart Net Total Care or Software
Support Services).

• Customer is required, at the Customer’s expense, during the term of the Services, to procure and sustain a level of
technical maintenance and support for all elements of the solution including products purchased from Solution
Support Alliance Partners. Customers must purchase support for Solution Support Alliance Partner products from
the Solution Support Alliance Partner for all their products used in the Solution. Cisco’s ability to interact with the
Solution Support Alliance Partner support team is dependent on the service level purchased from the Solution
Support Alliance Partner, which should be at no less than a reasonable level for elements operating in a production
environment.

• Unless otherwise instructed by Cisco, Customer will open all cases, where Solution support is expected, with Cisco
using the service contract associated with the Solution.

• Customer acknowledges that it will be necessary for Cisco to disclose Customer information to Solution Support
Alliance Partners for the purposes of case response, product specific support, advance troubleshooting and product
issue resolution and Customer authorizes such disclosure.

• Provide, at Customer’s expense, reasonable access to Solution elements through the Internet or via modem to
establish a data communication link between Customer and the Cisco engineer and/or Solution Support Alliance
Partner support personnel as applicable and systems passwords so that problems may be diagnosed and, where
possible, corrected remotely.

• Customer will be required to have and maintain permissions to access Solution Support Alliance Partner websites
for Solution Support Alliance Partner software releases (i.e., patches, updates, and upgrades) as well as for specific
information, documentation and knowledge base related to Third Party Software that may interact with the Solution.

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• For Solution Support Services that require following a Cisco design, Customer will be required to implement and
maintain the Solution being covered following the guidance set out in the current version of such design in all
material respects.

• Update to the latest Cisco, and/or latest Solution Support Alliance Partner software release, if advised by Cisco or
Solution Support Alliance Partner, as applicable, to correct a reported problem.

• Provide any hardware and/or software required to perform fault isolation.

• Product Support. When Technical Support Services for the Product are bundled with Solution Support, Customer
shall comply with the Customer Responsibilities described in the applicable Technical Support Services service
description for the Cisco Products that comprise the Solution.

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CISCO PUBLIC INFORMATION Cisco Solution Support.docx