Support & Training Areas of Assistance:
How to Open Service Requests with Cisco TAC
There are four Severity Levels for support:
Severity 1 (Highest) | Severity 2 | Severity 3 | Severity 4 (Lowest) |
| The Army's network or environment is "down" or there is a critical impact to operations. The Army and Contractor will commit all necessary resources around the clock to resolve this situation. | Severely degraded network operations or inadequate Cisco equipment performance significantly impacting Army operations will trigger an around-the-clock response, with Army and Contractor committing full-time resources until the issue is resolved. | Operational performance of the Army's network or environment is impaired while most operations remain functional. The Army and Contractor will commit resources during normal business hours to restore service to satisfactory levels. | The Army requires information or assistance from the contractor with Cisco product capabilities, installation, or configuration. There is little or no effect on business operations. |
What to do for each severity level
During normal business hours, (Mon-Sun, 8 a.m. – 8 p.m. Eastern)
- Call the Cisco's Technical Assistance Center (Cisco TAC) at 800-553-2447
- Select "Option 1" for a Live Customer Hand-off to a Cisco engineer
Note: You must have of the following to request assistance:
- Your Cisco.com ID (CCO ID) and contact information (full name)
- Anticipated severity level
- Preferred contact method (email address or phone number)
- GEMSS Contract # 207105754
- Device serial number
- Description of your issue (symptoms, business impact, technology)
- Site information (for verification purposes)
- The troubleshooting steps you have already taken
Or…use the online tool to initiate your service request.
During normal business hours, (M-F, 8 a.m. – 8 p.m. Eastern)
- Contact Cisco TAC at 1-800-553-2447
- Select "Option 1" for a Live Customer Hand-off to a Cisco engineer
Note: You must have of the following to request assistance:
- Your Cisco.com ID (CCO ID) and contact information (full name)
- Anticipated severity level
- Preferred contact method (email address or phone number)
- GEMSS Contract # 207105754
- Device serial number
- Description of your issue (symptoms, business impact, technology)
- Site information (for verification purposes)
- The troubleshooting steps you have already taken
Or…use the online tool to initiate your service request.
If your case is not progressing adequately, or in the case of unsatisfactory service, escalate your request as follows:
During normal business hours, (M-F, 8 a.m. – 8 p.m. Eastern)
- Contact Cisco TAC at 1-800-553-2447
- If your request is not already Severity Level 1 or 2 ask that severity be raised.
- If your request is already at Severity level 1 or 2, you may at any time contact your Expert Care National – Incident Management for CONUS & OCONUS support via phone or by emailing the HTOM Team at armyhtom@cisco.com
- If your request is already at Severity Level 1 or 2, or is of a classified nature for secret or top secret networks, you may contact your Expert Care National – Problem Management for CONUS & OCONUS support via phone or by emailing the HTOM Team at armyhtom@cisco.com
Outside of normal business hours, including weekends and holidays
- Contact Cisco TAC at 1-800-553-2447.
- If your request is not already Severity Level 1 or 2 ask that it be raised.
- Ask for the TAC Duty Manager on duty.
- You may also engage the on-call U.S. Public Sector HTOM by emailing ggsghtom@epage.cisco.com
Cisco Success Tracks Level 1 coverage of the U.S. Army's Cisco Install Base.
i. Break-fix support, advance replacement service, and technical support for Covered Products.
ii. Direct, online, email, chat, and telephone support to assist with resolving technical issues, troubleshooting equipment issues, and Return Material Authorization (RMA) support for Covered Cisco Hardware.
iii. Next business day replacement for Covered Cisco Hardware: Return of Replaced Equipment – For equipment deemed to include classified or sensitive data, with prior Cisco approval, a Certificate of Destruction will be accepted in lieu of the item being return.
iv. Direct access to internetwork operating system (IOS) to provide updates and patches for Covered Cisco Software.
v. Success Tracks Communities – Cisco moderated communities for peer-to-peer collaboration for product and services recommendations for specific uses and lifecycle stages.
vi. Ask the Experts (ATX) – Live, use-case driven sessions tailored to lifecycle stages, solutions and best practices with Q&A.
vii. e-Learning – on-line content specifically designed to expand technical skills designed to teach Cisco technologies and architectural best practices. Content examples include Cisco best practices, design and deployment guides, test procedures and checklists based on Cisco expert project experience.
Cisco U
To maintain readiness in a fast-moving and technologically dynamic world, Army Soldiers and Civilians must be lifelong learners: committed to "learn, grow and achieve technically and tactically throughout their career, wherever they serve."
Learn, grow and achieve technically and tactically throughout their career, wherever they serve.
The Global Enterprise Modernization Software and Services (GEMSS) program contributes to this perpetual training and development with access to a variety of training programs:
Cisco U. is a digital learning experience that recommends personalized content for each learner with unlimited access to in-depth training and hands-on labs.
Support diverse learning styles with diverse content types: Everyone learns in different ways. Cisco U. podcasts, videos, tutorials, and courses cover all levels of expertise and tech domains.
Take the guesswork out of certification prep: Certification training mirrors exam blueprints with pre-assessments that point out areas to skip, and post-assessments to validate learning.
Cisco U. is recommended for:
- Any Soldier, or Army Civilian seeking to meet DoD 8570.01 Certification Requirements (at any IAT/IAM Level) to perform mission-critical tasks. These include:
- CCNA Security
- CCNP Security Specialization
- CCNA Cyber Ops
- Army Civilian Career Series 2210 (Information Technology Management) 71 (Cyber), or 0132 (Intelligence)
- Army Warrant Officers designated 255X (Signal) or 170X (Cyber)
- Army Officers in Functional Area 26X or 17X (Cyber Officer)
- Army Non-Commissioned Officer (NCO) in career fields 25 (Signal), 17 (Cyber) or 18E (SOF)
Exclusions: US Army contractors (.ctr) are excluded from Cisco U subscriptions provided by Army GEMSS. All other Army personnel categories may apply: .mil, .civ, .ln, and .nfg.
How to apply:
Step 1: Log into SPINNAKER for Army GEMSS
Step 2: Complete the Request at the Cisco U request tab
Step 3: Optional: Provide any Cisco Certifications required in performance of your official job function, and any existing certifications you currently possess, and expiration dates for recertification.
- Subject to full consumption of Cisco U subscriptions in the contract year, WWT will establish a wait-list for future Cisco U subscription fulfillment.
- If additional licenses become available, we will reach out to you in the order of your submission so you can submit a subscription request.
1,000 Cisco-U All Access Learning Library Seats
- Provided annually.
- Includes allowance for enrollees to be changed every six months.
25,000 Cisco Learning Credits
- Allocated annually for Army GEMSS customers.
- Unused credits expire each year and cannot be rolled over.
- Option to order additional credits via an Option Quantity CLIN.
- Learning Credits may be applied to eligible Cisco offerings:
- Cisco Live Full Event Passes
- Private Instructor Led Trainings
- Exam Vouchers
- Application for additional offerings requires Cisco approval.
Access to 9 Cisco Modeling Labs (CML) Annually
- Unused labs expire each year and cannot be rolled over.
- Lab Access Includes:
- 6 Enterprise Modeling Labs, supporting up to 50 nodes each.
- 3 Education Modeling Labs, accommodating up to 30 students each.
Customer Success Support
Your Customer Success Executives (CSEs) will work with you to understand your business, develop a success plan and orchestrate the right resources at the right time to help you execute your plan.
To fully understand your goals, environments, operational maturity, and barriers to adoption and implementation. The CX team will provide best practice feedback and recommended follow-on sessions for success.
Consulting engagements to facilitate onboarding, adoption, and usage of complex solutions through custom interactions.
Provide hardware and software review, deployment validation, high-level performance review, utilization of features, and configuration best practices of a currently implemented Cisco technology.
Product introductions and overviews, as well as helpful tips on specific Cisco technologies.
Customer Onboarding increases the awareness, adoption and utilization of Enterprise Agreements (EA) across all aspects of your software investment - Onboarding Kick-Off
Our Customer Success Roadmap is tailored to your goals, priorities and need for lab services, adoption activities and EA+ management. Long-term success requires in-depth planning and focused conversations with stakeholders to align internal initiatives to business goals and strategy.
EA+ from WWT
EA+ from WWT is designed to help you choose the best licensing options for your needs and promote end-user adoption to drive strategic outcomes.
Benefits and value:
- Simplify your environment while reducing total cost of ownership
- Achieve attractive volume discounts and predictive cost structures
- Easily track and manage hardware and software investments
- Innovate faster using our ATC to replicate your production environment, load test EA software at scale and compare entitlements against existing solutions
- Benefit from new entitlements quicker by using our Integration Centers to accelerate deployment while reducing the overall risk, cost and complexity