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Cisco Software Support Service

Overview
Cisco® Software Support Service (SWSS) provides technical support coverage for Cisco software applications and suites you have licensed on a
perpetual basis. SWSS offers basic coverage from the Cisco Technical Assistance Center (TAC) to help minimize downtime and keep your systems
performing as expected. And you get increased value over time, with access to the latest features, functions, and technology at no additional cost.
If you have licensed your products on a subscription basis, then basic support coverage is included with the license for the product.
When ordered as part of a perpetual license for Cisco ONE™ Software, SWSS enables license portability and ongoing innovation across the
bundled products.

Q What benefits will I receive from the SWSS offering? What benefits do I receive when purchasing Cisco ONE
Q Software under a perpetual license?
A SWSS provides your business with the following benefits:
When purchased with Cisco ONE Software, SWSS enables
• Major releases protect your software investments as long as A license portability and ongoing innovation. Cisco ONE Software
the software support contract remains active.
suites provide a simple purchasing model for common customer
• Specialized engineers in the award-winning Cisco TAC scenarios in the data center, cloud, WAN, and access domains.
are available 24 hours a day to analyze software questions
• Services-enabled license portability reduces costs by allowing
and assist with incident remediation to help you maintain
you to reassign Cisco ONE Software license entitlements
application availability.
when refreshing your hardware, eliminating the requirement to
• Maintenance and minor software releases help reduce risks repurchase software licenses for new hardware. Refer to the
through bug fixes and security updates, and make sure Cisco ONE Software License Portability Q&A for more details.
Cisco software applications are always up to date and perform
• Ongoing innovation increases the value of the product for
as expected. Cisco ONE Software customers who maintain a valid SWSS
• Increased knowledge and productivity help reduce costs and contract, with access to new suite features and capabilities
are essential to reducing the time it takes to resolve a problem. that are subsequently added into a purchased suite.
Cisco’s extensive online resources and troubleshooting • Effective November 20, 2018, Cisco continues to fulfill on
tools help answer frequently asked questions, increase your the promise of access to innovation by providing customers
IT staff’s expertise, and provide quick access to the latest a subscription for Cisco Digital Network Architecture (Cisco
software releases. DNA) for enterprise networking or Cisco Application Centric
Infrastructure (Cisco ACI®) software for the data center at the
cost equivalency of the SWSS contract.
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Q My software applications are critical to running my

business. What if I need a Cisco software expert who
Services for Cisco ONE software,
knows my IT environment and can help with software Cisco DNA and Cisco ACI
deployment, best practices, troubleshooting, and
software integration? Is Cisco Software Support Service (SWSS) a mandatory
Q purchase for Cisco ONE Software?
A For large to mid-size customers who want help with technical
onboarding of their software, faster response times from TAC, direct A Yes, but the way Cisco ONE customers acquire SWSS has changed
access to subject-matter experts, and proactive support, Cisco and brings substantial additional value at no additional cost. New
offers Software Support Enhanced and Premium for collaboration Cisco ONE perpetual customers will receive Cisco DNA and
and security products. For more information, see the Cisco website. Cisco ACI subscription software that includes SWSS, for both the
perpetual and subscription licenses. Existing Cisco ONE customers
Does Cisco have a support offering that covers a
Q multivendor solution or a Cisco multiproduct solution?
will get Cisco DNA and ACI software at the time of SWSS renewal
that includes SWSS for both the perpetual and subscription licenses.
This approach to acquiring SWSS will be cost-neutral.
A Yes, for customers who want a primary point of contact who
orchestrates issue resolution between Cisco and Solution Support
How do existing Cisco ONE customers (perpetual and
Alliance Partners, then Solution Support would be a good choice. Q subscription) get Cisco DNA capabilities, such as
To understand what you get from Solution Support, visit the
Cisco website. Software-Defined Access and Encrypted Traffic Analytics
and Assurance?
Does SWSS cover the Operating System (OS) software on
Q a hardware device?
A We are making it easier for our existing Cisco ONE customers to
consume these Cisco DNA innovations. At a cost equivalent to that
A No, OS software is covered under a Cisco Smart Net Total Care® of a SWSS renewal, customers now get the benefits of Cisco DNA
contract. Learn more about Smart Net Total Care. and SWSS. The subscription will be available for 1-, 3-, or 5-year
terms. Customers will also retain their perpetual licenses.
Was there a price change for SWSS for
Q Cisco collaboration products? For customers who had purchased Cisco DNA Premier subscription
software, no change will be needed because they will already have
A Yes, in November 2018 we increased the price, on average, 12.5
acquired Cisco DNA capabilities through the subscription.
percent for software product families licensed under the perpetual
model, including Call Control, TelePresence® and Customer Care
software. We increased the price to keep our promise of providing a
high-quality customer experience.

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What support does a Cisco DNA subscription purchased a Do I need to purchase a SWSS contract if I have purchased
Q la carte or in an Enterprise Agreement provide?
Q my software application under a subscription license?
A A Cisco DNA software subscription purchased through a A No, if you are purchasing a subscription-licensed product, basic
transactional system or in an Enterprise Agreement includes support coverage is automatically included in the product purchase.
technical support for the Cisco DNA software features enabled by
that software license. It does not provide hardware device technical Q How is SWSS sold?
support; nor does it provide operating system support for the OS A SWSS is globally available and orderable in Cisco Commerce
used to enable the Cisco DNA software. Workspace (CCW) at the point of sale for perpetually licensed
products. When a SWSS-covered software product is configured,
How do existing Cisco ONE customers (perpetual and
Q subscription) get the software-based and policy-driven
a 12-month contract with the “ECMU” or equivalent service level
is typically added. If you do not order SWSS with the software, you
functionality included in the Cisco ACI Essentials or ACI must order it within 90 days from the software order submission
Advantage subscription offers? date. After the 90-day grace period, ordering SWSS will be subject
to reinstatement policy fees.
A We are making it easier for our existing Cisco ONE customers to
consume these innovations. At a cost equivalent to that of a SWSS
If I miss renewing SWSS after the first year, can I renew it
renewal, customers can get the benefits of Cisco ACI and SWSS. Q at a later stage?
The subscription will be available for 1-, 3-, or 5-year terms.
Customers will also retain their perpetual licenses. A As with any other service, a contract that is not renewed after
30 days of its end-of-coverage date will have an expired status,
For customers who had purchased Cisco ONE Essentials or Cisco and reinstatement fees will be applied.
DNA Premier subscription software, no change will be needed, as
they will have already acquired the Cisco ACI capabilities through If I do not renew my SWSS contract after the first year, do I
their original subscription.
Q still have the right to use the software?
A Yes, customers have the right to use their perpetual software
Quoting, ordering, and renewals licenses if SWSS is not maintained.

Q What is the minimum duration for a SWSS contract?

A To make sure your software investment is protected and delivers
on the desired business outcomes, you should purchase SWSS
for a minimum of one year when you order. You also can purchase
longer contracts, up to five years in duration, to provide continuous
protection and greater value while the contract remains in effect.

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SASU-to-SWSS migration Q Does this change affect Software Application

Service (SAS)?
As part of our software strategy to simplify how we do business, data
center, enterprise networking, and security software products covered A No, SAS has not been migrated at this time.
by Software Application Service plus Upgrades (SASU) have been
migrated to Software Support Service (SWSS). A single support offer
simplifies ordering, budgeting, and contract management.
Resources
Q Is there a price difference between SASU and SWSS?
Q Where can I find more information?

A To continue offering the latest technology at an affordable price for A Reference Software Support on cisco.com or contact your Cisco
account representative or partner.
renewal quotes, the support cost will align with the regional market
rate of SWSS available in the price lists. For more information,
contact your Cisco account manager or partner.

Q Does SWSS have the same service deliverables as SASU?

A Yes. There will be no change in the service deliverables or in the
contract terms.

Q What are the benefits of SWSS for me?

A This migration benefits your business by providing a single contract
to manage for your software support, resulting in:

• Ease of doing business

• Easier renewals
• Simplified internal budget negotiations
• Continued investment protection
• Increased overall satisfaction

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