Cisco Support Services for CloudCenter Service Definition · cloud, Google Compute Platform,...
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Cisco Support Services for CloudCenter
Service Definition
August 2016
Service Definition
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Contents
About This Document .............................................................................................................................................. 3
Cisco Support Services for CloudCenter Overview.............................................................................................. 4
The Cisco CloudCenter Solution ........................................................................................................................... 4 Cisco Support Services for CloudCenter .............................................................................................................. 5 Choosing Your Support Type for Cisco CloudCenter ............................................................................................ 6
Cisco Solution Support for CloudCenter ............................................................................................................... 7
Cisco Solution Support for CloudCenter Areas of Expertise ................................................................................. 7 Cisco Solution Support for CloudCenter Customer Requirements ........................................................................ 8
Cisco and Solution Partner Product Coverage ..................................................................................................... 9
Core Products ....................................................................................................................................................... 9 Cisco Accountable Products ................................................................................................................................. 9 Solution Partner Accountable Products ................................................................................................................ 9 Processes for Resolving Solution-Level Issues .................................................................................................. 10 Opening a Cisco Solution Support Case for Cisco or Solution Partner Products ................................................ 10 Working with Cisco Solution Support Engineers ................................................................................................. 11
Appendix A: Cisco and Solution Partner Products and Coverage Levels ........................................................ 12
Appendix B: Coverage Limitations ...................................................................................................................... 12
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About This Document
Read this document to learn about Cisco® Support Services for CloudCenter: Basic Support for CloudCenter,
Premuium Support for CloudCenter, and Cisco Solution Support for CloudCenter. Aspects of the solution and
services described in this document include:
● Cisco CloudCenter™ solution overview
● Comparison between the Cisco Support Services for CloudCenter
● Details about Cisco Solution Support for CloudCenter:
● Expertise of the Cisco Solution Support engineer
● Customer requirements
● Tiers of coverage
● Covered Cisco and solution partner products
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Cisco Support Services for CloudCenter Overview
The Cisco CloudCenter Solution
Businesses today are experiencing significant increases in both the number of applications and the frequency with
which applications are deployed and versioned. At the same time, businesses want the ability to deploy and
manage their applications by transparently consuming infrastructure from data centers, private clouds, managed
private clouds, and public clouds.
The traditional approach of manually configuring the infrastructure environment and then deploying and configuring
the application doesn’t support the speed and scale objectives of a hybrid IT strategy. Businesses are looking for a
way to automate the deployment and management of their applications across any infrastructure environment
based on the needs of the application: an application-centric solution.
Cisco CloudCenter simplifies the process of modeling, deploying, and managing the full lifecycle of both new and
existing applications in data centers and private and public clouds. Cisco CloudCenter supports integration with a
variety of Cisco solutions, including Cisco Application Centric Infrastructure (Cisco ACI), Cisco Metapod™, and
Cisco Unified Computing System™ (Cisco UCS®) Director solutions. Primary lifecycle features include:
Model
Graphically create infrastructure-independent, portable application profiles for new or existing
applications.
Combine infrastructure and application automation.
Support combinations of virtual machine components, cloud-provided services (for example, cloud
database vendors), and containers (for example, Docker) to create “composite” combinations.
Inherit application firewall settings for automated network microsegmentation.
Define the deployment and ongoing management and scaling requirements.
Deploy
Automate infrastructure provisioning along with full application stack deployment to user’s choice of data
center or cloud environment.
Enable fully automated creation and management of Cisco ACI policy objects specific to each application.
Optionally benchmark price and performance of application workloads across any data center, private or
public cloud, or instance type.
Support stretched deployment for applications that span data centers and clouds.
Manage and Govern
Enable common policy-based lifecycle management across data center and cloud environments.
Guide user placement, deployment, and runtime decisions.
Set use and cost limits centrally for data center or public cloud users.
Report on cost and use by application, cloud, user, or group.
Enterprise Ready
Deploy a single platform for IT organizations and global service providers.
Get integrated security.
Get highly scalable, distributed architecture.
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Integrate with existing and popular tools and processes such as ITSM tools such as ServiceNow and a
variety of Cisco solutions, including Cisco ACI, Cisco UCS Director, and Cisco Metapod solutions.
Multitenant design supports flexible mix of isolation and sharing to optimize efficiency.
Broad Data Center and Cloud Support
Standardized support for more than 19 cloud environments
Data center: Cisco UCS Director, Cisco ACI, VMware vCenter, and other software-defined infrastructure
management solutions
Private cloud: OpenStack, CloudStack, VMware vCloud Director, Microsoft Azure, and Bracket Compute
Public cloud: Amazon Web Services (AWS) and AWS GovCloud, Microsoft Azure and Azure Government
cloud, Google Compute Platform, Dimension Data, IBM SoftLayer, Rackspace, VMware vCloud Air, and
others
Cisco Support Services for CloudCenter
Cisco Support Services for CloudCenter are essential to keeping business-critical applications available, highly
secure, and operating optimally. Customers have a choice of three support types for Cisco CloudCenter, offering
increasingly value-added capabilities:
Basic Support for CloudCenter
Premium Support for CloudCenter
Cisco Solution Support for CloudCenter
All three of these support types are term and content subscription support, meaning that the contracts are sold by
term rather than perpetual duration. Each of the three service types is embedded in the software (as opposed to
the hardware product) at the time of purchase.
See Table 1 for a comparison of features among the support types.
Table 1 Comparison of Cisco Support Services for CloudCenter
Item Basic Support for CloudCenter
Premium Support for CloudCenter
Cisco Solution Support for CloudCenter
Capabilities
Root cause analysis Problem analysis Problem analysis Problem analysis
Centralized support, solution-level expertise, interoperability troubleshooting, issue isolation, coordination between Cisco and solution partner support teams, accountability for case management until issue resolved
No No Yes
Software updates and upgrades
Yes Yes Yes
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Access to Cisco forums Knowledge Base
Yes Yes Yes
Access
Hours of operation 7 a.m.–7 p.m. local time for location of issue addressed, Monday–Friday
24x7 24x7
Email and web support Yes Yes Yes
Phone support No Yes Yes
Maximum number of technical contacts
No limit No limit No limit
Maximum number of cases per month
Unlimited Unlimited Unlimited
Response Times
Severity 1
Not included Within 1 hour, 24x7 Within 1 hour, 24x7
Severity 2
Not included Within 1 hour, 24x7 Within 1 hour, 24x7
Severity 3 8 business hours Within 1 hour, 8x5. NBD, outside of business hours
Within 1 hour, 8x5. NBD, outside of business hours
Severity 4 12 business hours Within 1 hour, 8x5. NBD, outside of business hours
Within 1 hour, 8x5. NBD, outside of business hours
Choosing Your Support Type for Cisco CloudCenter
Select the support type that best suits your organization’s needs by identifying your IT team profile and support
expectations:
Basic Support for CloudCenter: This support type is available at no charge with your Cisco CloudCenter
solution purchase. It is suited for customers that have an in-house IT team with strong expertise in their
cloud technologies and might only require business-hour access to Cisco Technical Assistance Center
(TAC) and same-day turnaround time. They also have the resources to coordinate between various cloud
vendor support teams if a multivendor issue arises.
Premium Support for CloudCenter: This support type is purchased when ordering the Cisco CloudCenter
solution. It is suited for customers that have an in-house IT team with expertise in their cloud technologies
but need the priority of 24/7 access to Cisco TAC and one-hour turnaround time. They also have the
resources to coordinate between various cloud vendor support teams if a multivendor issue arises.
Cisco Solution Support for CloudCenter: This support type is purchased when ordering the Cisco
CloudCenter solution. It is suited for customers that want to make sure their IT team stays focused on
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their business and other initiatives, with Cisco leading support for both product and solution-level issues
across their cloud ecosystem of vendors. They want a Cisco primary point of contact with solution-level
expertise that coordinates support among any ecosystem vendors involved in the issue and accountability
for issue management from first call until resolution.
Cisco Solution Support for CloudCenter
Because of the significant number of vendors with which you might be working in your cloud deployment, the Cisco
Solution Support for CloudCenter support type can be a primary element for helping you maintain solution
performance, reliability, and return on investment.
This service centralizes support across your CloudCenter environment. Whether there is an issue with a Cisco or
solution partner product, just call us. Our CloudCenter solution experts are the primary point of contact and own the
case from first call to resolution. This service includes both Cisco product support and solution-level support,
resolving complex issues in multivendor environments 41 percent more quickly than product support alone.1
Cisco Solution Support for CloudCenter helps you:
Innovate with confidence – Adopt new technologies to grow your business. Your Cisco expert engineers
are here to help you succeed.
Focus on your business – We take the lead to manage technology issues so you can focus on your
customers and business.
Resolve issues quickly – You can get the most out of your technology with a service that solves issues
faster than product support alone.
Features include:
Primary point of contact – Your team of Cisco 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 quicker.
Multivendor coordination – Because of our strong relationships with global solution partners, we can
effectively manage support to best resolve your case. This eliminates the need for you to supervise
multiple support teams.
Fast access – Open a case even if you’re not sure you have an issue. There’s no need to identify your
problem before getting the help you need.
One service, broad coverage – You get both Cisco product support and Solution Support in one service
that’s easy to order and renew. Use the same familiar ordering process you use to buy Cisco product
support.
Cisco Solution Support for CloudCenter Areas of Expertise
The Cisco Solution Support engineer team focused on Cisco CloudCenter has subject matter experience in Cisco
CloudCenter architecture, administration, application modeling and profiles, application deployment, and
application management as well as broad expertise in data center architectures, data center networking, routing
and switching, cloud application architectures, and cloud infrastructures.
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Specific areas of expertise include:
Cisco CloudCenter Manager
Cisco CloudCenter Orchestrator
Virtual machines
Cisco Application Centric Infrastructure (ACI)
Cisco Nexus® 9000 Series Switches
Infrastructure configuration
Database management
REST APIs
Disaster recovery
Security
Data center
Public cloud
Private cloud
To determine if a particular Cisco or solution partner product is covered by Cisco Support Services for
CloudCenter, see Appendix A, “Cisco and Solution Partner Products and Coverage Levels.”
Cisco Solution Support for CloudCenter Customer Requirements
The following requirements must be met in order to receive support through Cisco Solution Support:
● Fully Operational Environment: Cisco Solution Support for CloudCenter is a day-2 support service. There
are no features or deliverables associated with planning and/or building your Cisco CloudCenter
environment. We assume that your Cisco CloudCenter environment is up and running with major functions
in operation. If you need help planning and/or building your Cisco CloudCenter environment, contact an
authorized Cisco representative to learn about additional professional services.
● Cisco Solution Support Contracts: All Cisco products listed in Appendix A, “Cisco and Solution Partner
Products and Coverage Levels,” when used in your deployment of the solution must be covered by
Cisco Solution Support for CloudCenter in order to receive the solution-level support as described in this
service definition. Purchasing Cisco Solution Support for only some, but not all, products in Appendix A will
not provide complete entitlement for this service.
● Product Support Contracts: Product support is required for all components in your Cisco CloudCenter
solution.
● Cisco components in your Cisco CloudCenter solution are automatically covered by Cisco
product support when you purchase Cisco Solution Support, because this service is inclusive of the
required Cisco software support for those products.
● Solution partner components in your Cisco CloudCenter solution must be covered by their
product support with a service equivalent to Cisco Smart Net Total Care Service or Cisco Software
Support Services (Cisco Software Application Support, Software Application Support with
Upgrades, or Software Support Service). Solution partner product support contracts are necessary
for:
o Solution partners to provide expertise and directly resolve issues with their products
o Access to solution partner return merchandise authorizations (RMAs), software updates and
upgrades, knowledge base, and so on
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o Cisco Solution Support engineers to coordinate issue resolution with solution partner
support teams
Note: The following services are not acceptable as required product support for Cisco or solution partner
products:
● Warranty services such as Cisco Warranty, Cisco Warranty Plus, Cisco 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
Cisco and Solution Partner Product Coverage
The following section describes how individual products are covered within Cisco Solution Support for
CloudCenter. Product coverage is provided in three tiers:
Cisco products fall under the “Core products” tier.
Solution partner products fall under the “Cisco accountable” or “solution partner accountable” tiers.
Core Products
Core products are defined as (1) manufactured by Cisco or a Cisco original equipment manufacturer (OEM) and
(2) eligible for coverage by a Cisco product support contract.
Cisco is accountable (that is, we make sure support is provided) and responsible (i.e., we deliver support) for
providing support to resolve issues with core products according to the product service levels chosen in your Cisco
Solution Support contract.
Cisco Accountable Products
Cisco accountable products are defined as (1) solution partner products and (2) may be listed in Cisco Validated
Designs or reference architectures for Cisco CloudCenter.
Cisco 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 Cisco 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
Solution Partner Accountable products are defined as (1) solution partner products and (2) may be listed in the
Cisco Marketplace and are often tested and certified by the solution technology partner for use in [name of
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solution], or (3) solution partner products where we’ve seen significant customer deployments in the Tetration
Analytics solution.
Cisco 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 solution and product coverage, see Appendix A, “Cisco and Solution Partner Product
Coverage Levels.”
Processes for Resolving Solution-Level Issues
This section describes how to open support cases and how Cisco Solution Support engineers work with you and
solution partners (Figure 1).
Figure 1 Cisco Solution Support Engagement Model
Opening a Cisco Solution Support Case for Cisco or Solution Partner Products
You or your Cisco brand resale partner opens a case using your Cisco Solution Support contract entitlement by
calling the Cisco 800 number (for severity 1 and 2 cases) or through the Cisco TAC online case tool (for severity 3
or 4 cases) and provides the following information:
The severity level of your service request
Cisco 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 Cisco solution
Description of the problem you are experiencing and symptoms (business effects, technology, and so on)
You will then be routed to the appropriate Cisco Solution Support engineer team. For complete details, review “Opening a Cisco Solution Support Service Request” on Cisco.com.
Note:
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● In some situations, you might not know what product is causing the issue or if there actually is an issue. You
can still open a Cisco Solution Support case indicating any product entitled to Cisco Solution Support. Your
engineer will determine if there is an issue and if so, will initiate the issue resolution process.
● At any time and for any reason, you can open a support case directly with a solution partner. If it is then
determined that Cisco Solution Support is a better way to address the issue, open a Cisco Solution Support
case on the Cisco product that is interacting with the solution partner product, and we will step in to begin
coordinating your case.
Working with Cisco Solution Support Engineers
Standard Work Flow
After you have opened a Cisco Solution Support case as described in the prior section, the Cisco Solution Support
engineer:
Coordinates support by working with you or, if you prefer, your Cisco brand service resale partner.
Resolves any issues that can be resolved based on their knowledge of the Cisco CloudCenter solution
through configuration best practices, Cisco Validated Designs, reference architectures, or other expertise,
experience, and/or internal information.
If the Cisco Solution Support engineer cannot directly resolve the solution issue, the engineer isolates the issue to
a product or products and:
Works with you to open a secondary case using your product support contract entitlement from Cisco
and/or the solution partner.
Coordinates issue resolution with Cisco and/or solution partner support teams, providing information
about what led to the request for the secondary case, as well as expert guidance on Cisco CloudCenter.
Note: If a solution partner support team cannot resolve the issue and is a member of the Cisco DevNet
program, the solution partner may open a service request with the Cisco Developer Support Service for
help in isolating and resolving the issue.
Alternate Work Flow
The alternate work flow applies when you first open a product support case directly with a solution partner support
team, then determine that the issue involves multiple products and requires Cisco Solution Support.
After you have opened a Cisco Solution Support case as described in the prior section:
Notify the Cisco Solution Support engineer that you are requesting solution-level support for a product
support case previously opened with a solution partner.
The Cisco Solution Support engineer works with you to become familiar with your case and manages
issue resolution from that point forward.
In both the standard and alternate work flows, your case remains open and active until you approve it for closure
by Cisco.
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Appendix A: Cisco and Solution Partner Products and Coverage Levels
Table 2 shows coverage of products eligible under Cisco Solution Support for CloudCenter. Use the following
definitions to interpret the “coverage” column code:
C (core products): Cisco products covered by the service with Cisco accountable and responsible for
product issue resolution.
A (Cisco accountable products): Solution partner products covered by the service with Cisco
accountable and solution partners responsible for product issue resolution.
P (solution partner accountable): Solution partner products covered by the service with Cisco
coordinating issue resolution and solution partners accountable and responsible for product issue
resolution.
Table 2 Cisco and Solution Partner Products and Coverage Levels
Company Product Name Coverage Product Area Notes
Cisco Cisco CloudCenter Manager C Software
Cisco Cisco CloudCenter Orchestrator C Software
Cisco Cisco CloudCenter Virtual Machine C Software
Cisco Cisco ACI A Software/ hardware
VMware vCenter, vCloud Director, vCloud Air P Software
ServiceNow ITSM, ITOM, ITBM P Software
Appendix B: Coverage Limitations
This document defines Cisco Support Services for CloudCenter. The products covered by this service are listed in
Appendix A. However, there are instances where specific product capabilities implemented by you are not covered
by Cisco Support Services for CloudCenter. Base functionality of the listed products in Appendix A is covered by
Cisco Support Services for CloudCenter. However, unless specifically listed, it should not be assumed that all
licensed technologies related to listed products are covered by this service.
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