Cisco Solution Support for Unified Contact Center Enterprise

Service Definition Cisco Solution Support for Unified Contact Center Enterprise Service Definition September 2015 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 11

Contents Contents... 2 About This Document... 3 Cisco Solution Support for Unified Contact Center Enterprise... 4 Program Participation Requirements and Expectations... 5 Exclusions from Cisco Solution Support for Unified Contact Center Enterprise... 6 Product Coverage... 6 Core Products... 6 Cisco Accountable... 6 Partner Accountable... 7 General Support Flows for Customer Issues... 7 Interaction with the Cisco Solution Support Team... 8 Appendix A: Cisco and Solution Technology Partner Product Coverage Levels... 10 Appendix B: Coverage Limitations... 11 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 11

About This Document Read this document to learn about the Cisco Solution Support for Unified Contact Center Enterprise. Aspects of the service described in this document include: Expertise of the Cisco Solution Support engineer Program participation requirements Tiers of coverage Covered Cisco products Covered solution technology partner products 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 11

Cisco Solution Support for Unified Contact Center Enterprise Cisco Solution Support for Unified Contact Center Enterprise helps you resolve Unified Contact Center Enterprise issues faster by adding a solution-level perspective to your device-level service contracts. The service covers the following Cisco software products: Cisco Unified Contact Center Enterprise (UCCE / IPCCE) Cisco Unified Voice Portal (CVP) Cisco Unified Interactive Voice Response (IPIVR) Cisco Unified Intelligent Center (CUIC) Cisco Unified Communications Manager (UCM) as required for UCC Appendix A lists the Cisco and technology partner products that are covered by Unified Contact Center Enterprise Support. Coverage for third-party products is based on a logical connection to the covered Unified Contact Center Enterprise. For example: If a covered Unified Cisco Contact Center is interacting with software that stores information on a technology partner s storage device, that storage device may be covered. If management or orchestration software is used to manage Unified Contact Center Enterprise, or covered storage devices, then that management software may be covered. Virtualization or OS software used on the infrastructure is also eligible for coverage. To see if a particular third-party product is covered by Cisco Solution Support for Unified Contact Center Enterprise, please see Appendix A. Some of the benefits of Cisco Solution Support for Unified Contact Center Enterprise are: Open a case as soon as you discover an issue: This service does not require you to isolate the issue to a product before opening a service request case. Resolve complex issues faster: Increase uptime and performance of your solution as we fast-track issue resolution through deep field experience and established processes when managing solution partners. Focus on your business, not fighting fires: Stay focused on day-to-day business operations and serving customers while we take care of unexpected issues needing immediate attention and resolution. Innovate with confidence: Take the leap to new technologies to accelerate your business. Our expert Cisco engineers are here to augment your IT team. Unified Contact Center Enterprise Support Areas of Expertise Cisco Validated Designs define the primary architectures that we have tested for Unified Contact Center Enterprise infrastructures. These designs are valuable references, and the Cisco Solution Support delivery teams are Cisco 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 11

Validated Design experts. They combine that expertise with service experience to provide fast, accurate problem resolution. The delivery teams areas of expertise include: Extensive UCCE working knowledge Day 2 technical services expertise for all Cisco integrated platforms within the UCCE solution Coverage includes Cisco Unified Communications Manager software as required to support your Contact Center Open System Cisco Solution Support coverage includes Open Database Connectivity (ODBC), Java, COM, and NET interface for CTI applications Distributed Fault Tolerance Assurance that Cisco Solution Support will include support for your critical components and features of UCCE Network Management During normal contact center operations, support for the SNMP including integration with Unified Communications Manager is supported In addition, the Unified Contact Center Enterprise Support delivery teams often have Cisco Validated Designs expertise in related areas. They use that expertise to add even more value to your Contact Center Enterprise infrastructures. Cisco Validated Designs for Unified Contact Center Enterprise are available at: http://www.cisco.com/go/designzone. Program Participation Requirements and Expectations The main benefit of Cisco Solution Support is fast, accurate problem isolation and resolution. Historically, this has been a difficult challenge in complex Contact Center Enterprise environments. Cisco Solution Support provides a 1-hour or better response time for Severity 1 and 2 issues and one business-hour response time for Severity 3 and 4 issues. Once we have your case, we will work to resolve it as fast as possible. If your issue is isolated to a particular product, the time to resolution for the issue will depend on the level of service contracted for that device. Cisco Solution Support includes some prerequisites and other conditions: Day 2 support service: Cisco Solution Support is a day-2 support service. There are no features or deliverables associated with planning and building a contact center. Instead, we assume that your Contact Center Enterprise is up and running, with major functions operable. If you need help planning or building your contact center, please contact an authorized Cisco services representative. Single Contact Center Enterprise management: The infrastructure covered by a single instance of Cisco Solution Support must be configured and managed as a single contact center. The covered system may be geographically diverse, but the Contact Center Enterprise must be deployed and managed as a single configuration. Product support contracts: Product support is required for all components in your Unified Contact Center Enterprise solution. For Cisco components in the covered solution, Cisco Solution Support is inclusive of Cisco product support. Solution technology partner components in the covered solution must be covered by 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 11

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 technology partner product support contracts are necessary to facilitate issue resolution as the Cisco Solution Support engineer coordinates with product experts within solution technology partner support teams. Traditional warranty services such as Cisco Warranty, Cisco Warranty Plus, Cisco Smart Net Total Care for UCS Hardware Only, any similar services from solution technology partners, or community support programs are not acceptable levels of product support from Cisco or solution technology partners under Cisco Solution Support. Direct support: The underlying support for your covered infrastructure must be covered by Cisco Brand Services or directly with the technology partner for each covered product. Support through third parties or resellers does not qualify. For example, if you have a Nuance product, the support contract for that product must be directly with Nuance. This is crucial to our ability to escalate problems properly for you. Exclusions from Cisco Solution Support for Unified Contact Center Enterprise UCCX integration into UCCE designs Cisco compatible partners have limited Cisco U coverage Product Coverage Product coverage is provided in three tiers for the devices in your Unified Contact Center Enterprise solution. Cisco products are in a tier called Core products. Products from solution technology partners are covered in two categories described in this section. Coverage is based on our relationship with the solution technology partner, as well as our level of knowledge, lab presence, and other factors specific to the supplier and product. Solution technology partner products are covered at either the Cisco Accountable or the Partner Accountable level. Note: Coverage is product specific rather than supplier specific. Cisco may have a strong working relationship with a solution technology partner and be able to cover some products at the highest level, while coverage for other products may be at a lower level. Product-specific coverage is listed in Appendix A, Cisco and Solution Technology Partner Product Coverage Levels. Core Products Cisco Unified Contact Center Enterprise products are considered core and get the highest level of coverage. Core products can be manufactured by Cisco or a Cisco original equipment manufacturer (OEM). The products are considered to be core if they are covered by a Cisco product support contract. We are both accountable and responsible for providing support for these products according to the support contract for that product. Cisco Accountable Cisco has a working relationship in both engineering and support with solution technology partners referenced in Cisco Solution Support for Unified Contact Center Enterprise, and we have a representative presence of their 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 6 of 11

products in Cisco support labs. These solution technology partners and Cisco often have a direct support relationship. The Cisco Technical Assistance Center (TAC) has access to product-specific training and has normally had significant coverage experience with Cisco Accountable products. Cisco is accountable for issue resolution (based on the product support you are entitled to) for these products. The solution technology partner s product support team is responsible for product issue resolution based on your support contract for that product. Partner Accountable Partner Accountable products may be listed for solution applicability in the Cisco Marketplace, as well as in specific Cisco Validated Designs or reference architectures. They may also be products that we have found customers using in their contact centers that are not listed in a Cisco Validated Design or reference architecture. Partner Accountable products are often tested and certified by the solution technology partner, rather than by Cisco. We might not have the products in our development or support labs. Cisco may not have a direct relationship with the supplier through either engineering or support. We understand some customers have these products in their contact centers, and there may be situations where we recommended the use of these products to fit a specific need. Even though we are not accountable for issue resolution for these products, we take first calls on issues involving these products and work with you and the solution technology partner through your entitlement to support from them. The solution technology partner s product support team (based on the product support you are entitled to) is accountable and responsible for issue resolution involving these products. For more details about solution and product coverage, see Appendixes A, Cisco and Solution Technology Partner Product Coverage Levels, and Appendix B, Coverage Limitations. General Support Flows for Customer Issues This section describes how issues flow when Cisco Solution Support covers your Unified Contact Center Enterprise solution. We have a typical flow (Figure 1), with some exceptions. Figure 1 Cisco Solution Support Typical Support Work Flow Customer Channel Partner Entitlement based on Cisco Solution Support contract; contact via cisco.com or toll free number Transfers cases to Cisco for delivery via toll free number Cisco Solution Support delivered by Cisco Customer may contact solution technology partners directly for product support based on their support relationship with them. This is an independent action from requesting Cisco Solution Support. Cisco Coordinates Work Flow Product Support from Cisco Technical Assistance Center Product Support from Solution Technology Partners 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 7 of 11

You can access the Cisco Solution Support team by opening a case through the Cisco TAC online case tool or by calling the Cisco 800 number to talk to a representative. You can open a case against a Cisco product that is both entitled to Cisco Solution Support and involved in the issue. To help us route the case to the correct Cisco Solution Support engineer, inform us that you require support for a contact center Contact Center Enterprise issue by using the pulldown menu in the Cisco TAC online case tool. To open a Cisco Solution Support case on a technology partner product, please open the case on a Cisco product that is directly interacting with the technology partner product. At any time and for any reason, you can directly contact a solution technology partner within your covered Cisco Unified Contact Center Enterprise solution to open a case on their product. If it is then determined that Cisco Solution Support is a better way to address your issue, open a Cisco Solution Support case with us on the Cisco product that interacts with the solution technology partner product, and we will step in to begin coordinating your issue. Interaction with the Cisco Solution Support Team Cisco Solution Support Call Flow Normally, you call us and open a case using your Cisco Solution Support for Unified Contact Center Enterprise contract (Figure 2). We work with you or with you and your Cisco brand service resale partner. We resolve any issues that can be resolved based on Unified Contact Center Enterprise configuration best practices: Cisco Validated Designs or reference architectures, or other expertise, experience, and/or internal information. If the Cisco Solution Support engineer cannot resolve the issue, we triage and isolate the issue to a product or products. After the issue is isolated, the Cisco Solution Support team works with you to open a secondary case, using your entitlement to product support from either Cisco or the appropriate solution technology partner. After the secondary case is open, we work with the relevant product support team to provide solution-level information and guidance to work toward issue resolution. For Core and Cisco Accountable products, the Cisco case remains open, and the Cisco Solution Support engineer remains engaged and accountable for the issue through resolution or mitigation. The case is closed only when you approve closure. For Partner Accountable products, the solution technology partner is accountable for product issue resolution for their products. The Cisco Solution Support engineer is available to consult with the solution technology partner about the contact center Contact Center Enterprise and to explain why its investigation led to a request to open a case with the solution technology partner. If the solution technology partner is a member of the Cisco DevNet program and cannot determine a root cause of the problem, the partner can open a service request with their Cisco Developer Support Service for help in isolating and resolving your problem. The Cisco Solution Support engineer works to assist the technology partner in issue resolution, but the solution technology partner is both accountable and responsible for issue resolution after they are engaged. 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 8 of 11

Figure 2 Support Call Flow Alternate Support Flow The alternate support flow applies when you open a product support case with a solution technology partner first, determine that the issue is more complex than you had originally thought, and require Cisco Solution Support. You can open a Cisco Solution for Unified Contact Center Enterprise support case after the solution technology partner product case, or cases, have been opened. In this situation, when you open a Cisco Solution Support for Unified Contact Center Enterprise case, notify the Cisco TAC team assigned to the case that assistance is requested for a previously opened solution technology partner support case or cases. The Cisco Solution Support engineer will work with you to become familiar with the issue and lead in issue resolution from that point forward. 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 9 of 11

Appendix A: Cisco and Solution Technology Partner Product Coverage Levels Table 1 shows coverage of products covered by Cisco Solution Support for Unified Contact Center Enterprise. Use the following definitions to interpret the table: Core: Cisco products covered by the offer with Cisco Accountable and responsible for product issue resolution. A: Solution partner products covered by the offer with Cisco Accountable and Partner Responsible for product issue resolution. P: Solution partner products covered by the offer with Partner Accountable and responsible for product issue resolution. Table 1 Cisco and Solution Technology Partner Products and Related Support Level Company Product or Product Family Coverage Product Area Comment ALI OnQ Campaign Management P Software Bucher+Suter IPCCE A CRM Connectors http://buchersuter.com/products/ciscossolutionplusprogram /partnerorderformsol.php Calabrio Cisco Search and Play / QM / for MediaSense Cisco Unified Contact Center Enterprise (UCCE) P Software http://portal.calabrio.com/tiki/tikiindex.php?page=call+recording+quality+ma nagement+user+guides#v8_9 Core Manage and Secure Cisco Cisco Interactive Voice Response (IPIVR) Core Manage and Secure Cisco Customer Voice Portal (CVP) Core Manage and Secure Cisco Email Interaction Manager Core Cisco Email Web Interaction Manager Core Cisco Finese Core Desktop Agent Cisco ICM Enterprise Core Cisco SocialMiner Core Cisco Unified Call Studio Core Manage and Secure Cisco Unified Call Director Core Manage and Secure Cisco Unified Intelligent Center Core Egain IPCCE A Multi-channel management software Exony IPCCE A Reporting and analytics software http://www.egain.com/ciscosolutionsplus/ See Appendix C Nice MediaSense A Recording / streaming Nice ipcce A Interaction manager software Nice.ciscoopportunities_Americas@nice.com Nuance CVP A Recognizer / vocalizer 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 10 of 11

Note: Cisco compatible products for Cisco Unified Contact Center Enterprise can be found at Cisco Market Place here. Any compatible partner product integrated into your Cisco Unified Contact Center Environment will be supported, but you must have proper software support contracts with that vendor. Appendix B: Coverage Limitations This document defines Cisco Solution Support for Unified Contact Center Enterprise. In general, the products covered by this service are outlined in this document. However, there are some cases where a product may be involved in a separate solution or specific product capabilities implemented by the customer is not covered by Cisco Solution Support for Unified Contact Center Enterprise. Since the Cisco Unified Contact Center Enterprise software runs on Cisco Unified Computing System (Cisco UCS ) servers, a separate Cisco Solution Support contract for these servers is required for complete solution-level coverage. Base functionality of listed products in Appendix A within the covered infrastructure is covered by Cisco Solution Support for Unified Contact Center Enterprise. However, unless specifically listed, it should not be assumed that all licensed technologies related to listed products are covered by this service. Printed in USA 03/15 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 11 of 11