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Global Enterprise Modernization Software and Services (GEMSS) Quick Reference Guide for Navy
Please ensure that your Cisco Connection Online (CCO) ID is associated to Cisco GEMSS Contract # 204215489 Base year contract end date is 20 June 2022. Please contact donhtom@cisco.com for assistance.
GEMSS PROGRAM
WHAT IS IT?
The Cisco GEMSS (Global Enterprise Modernization Software and Support) is a modernized support contract that expands the Navy’s access to technical services and enables them to consume unlimited software and licenses for Cisco routing, switching, and wireless technology.
WHAT IS INCLUDED?
Software
Cisco Commercial off-the-shelf (COTS) Networking Enterprise Agreement. See software details to the right for further information.
Support
Cisco SmartNet Total Care (SNTC) support. See support details to the right for further information.
Advanced Services
Cisco Advanced Services (AS) delivered by appropriately cleared Cisco operations managers and network engineers.
ON-DEMAND ACCESS
The Cisco enterprise agreement gives the Navy the ability to consume unlimited Cisco software for the following technologies
Software Covered
DNA Essentials & Advantage for Routing
Includes traditional features that are being used today in addition to Software Defined functionality.
DNA Essentials & Advantage for Switching
Includes traditional features while adding software defined access, automation and provisioning, enhanced security, and analytics.
DNA Essentials & Advantage for Wireless
Location based services, automated on-boarding, secure access.
Network Management
Access to centralized software for management and automation.
Downloading Software
To access software, a user must have a cisco.com account registered with their navy.mil email address. All software can be consumed through software.cisco.com.
For entitlement, a customer must associate their cisco.com account with the correct contract number. This can be done by contacting donhtom@cisco.com.
ADVANCED SERVICES
High Touch Technical Support (HTTS)
Personalized, high touch support, expedited routing and call-handling with limited after-hours on-call support,. Ability to transmit and receive classified information via SIPR and VOSIP. Note: Most technologies are supported 8:00 a.m.– 8:00 p.m. (Eastern).
High Touch Operations Management (HTOM)
Cisco single point of contact for all support assistance, prioritization and management within this contract.
Advanced Services Resources
Four (4) dedicated Cisco resources to support design, implementation, delivery and management of the Cisco environment.
SMARTNET TOTAL CARE
SmartNet Total Care Technical Support (SNTC)
Unlimited 24/7/365 Smart Net Total Care (SNTC)
Technical Support (SmartNet Total Care)
Unlimited 24/7/365 Smart Net Total Care (SNTC) support for all Department of Navy-owned Cisco-branded hardware and software, and SWSS-eligible application software.
The entire install base is covered at the same level and does not include 4-hour replacement windows.
Asset Management
Cisco resources to create, maintain, and document Cisco hardware, software and all license requirements.
ACCESSING LICENSING
REQUEST PROCESS
Existing Products: Licenses and Training
For existing products that require licenses, users will need to request the licenses using donlicensing@external.cisco.com. Upon request a user will need to provide the following information:
- Hardware Product Model
- UIC and BSO for smart account provisioning
- Quantity of licenses requested
- For SDWAN routing licenses, include bandwidth tier (15M, 100M, 1GB, 10GB)
New Product Purchases
New Cisco hardware platforms come bundled with software licenses and support. At the time of purchase, procurements must be associated with the correct smart account. To take advantage of the EA, you must provide contracting with the following:
- Smart Account Name: “United States Navy”
- Smart Account Domain: ”Navy.mil”
- Virtual Account: BSO or UIC
ACCESSING LICENSES
New Cisco hardware platforms come bundled with software licenses and support. At the time of purchase, to remove the cost of these items, procurements must be associated with the correct smart account. To take advantage of the EA, you will need to provide contracting with the following information:
- Smart Account Name: Department of Navy – navy.mil
- Smart Account Domain: navy.mil
- Virtual Account: UIC or BSO
To access software licenses, customers must have their cisco.com account associated with the “navy.mil” smart account. Customers can gain access to the correct smart account by:
- Contacting donlicensing@external.cisco.com and providing the following information:
- Cisco.com userID
- Navy BSO
- Navy UIC
- Submitting a request through software.cisco.com using the “Existing Account” or “New Account” request link
The account domain identifier will be “navy.mil” and in the ”Reason for Request” box, users will need to provide their UIC and BSO information.
Modified August 19, 2021
ACCESSING TECHNICAL SUPPORT
SMARTNET TOTAL CARE
Unlimited 24/7/365 Smart Net Total Care (SNTC) support for all Department of Navy-owned Cisco-branded hardware and software, and SWSS-eligible application software. Use this as the first option for any existing Cisco product or service issues.
How to Open Service Requests with Cisco TA
Priority Levels 1 and 2
- Call the Technical Assistance Center (TAC) at 800-553-2447, Option 1
- Live Customer Hand-off to a Cisco engineer
Priority Levels 3 and 4
Open your service request using the online tool: https://mycase.cloudapps.cisco.com/case
Information Needed to Open a Service Request
- Your Cisco.com ID and contact information (full name)
- Priority of your service request (see Priority Levels listed below)
- Preferred contact method (email, phone number)
- GEMSS Contract # 204215489 and device serial number
- Description of your issue (symptoms, business impact, technology)
- Site information (for verification purposes)
- Details on troubleshooting steps you have taken
Priority Levels
Priority 1 (P1): Network or environment is down or there is a critical impact to your business operations. You and Cisco both will commit full-time resources to resolve the situation.
Priority 2 (P2): Operation of an existing network or environment is severely degraded. You and Cisco both will commit full-time resources during standard business hours to resolve the situation.
Priority 3 (P3): Operational performance of your network or environment is impaired. You and Cisco both commit resources during standard business hours to resolve.
Priority 4 (P4): Information is required on Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations.
Case Escalation Procedure
If a case is not progressing adequately or the quality of service is not satisfactory, we encourage you to escalate the case by following the process below:
During normal business hours (Eastern): Contact Cisco TAC at 1-800-553-2447 and request your service request be raised to Priority Level 1 or 2. If at any time you need assistance during this process, please contact your HTOM directly (via phone) or the HTOM Team at donhtom@cisco.com.
After normal business hours (Eastern) including weekends/holidays: Contact Cisco TAC at 1-800-553-2447 and request your service request be raised to Priority Level 1 or 2. The on-shift TAC Duty Manager can also be engaged at this time. Outside of 8:00 a.m. – 6:00 p.m. on normal business days, advanced support is available by engaging the on-call U.S. Public Sector HTOM by email to ggsghtom@epage.cisco.com.