cisco services q & a for sourcefire customers · sourcefire defense center series cisco...
TRANSCRIPT
Customer Q & A
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 1 of 17
Cisco Services Q & A for Sourcefire Customers
Contents
Introduction ................................................................................................................................................................ 2
Service Offer Integration and Orderability .................................................................................................................. 2
Sourcefire Customer Center Resources .................................................................................................................... 4
Cisco Technical Services ........................................................................................................................................... 5
Cisco Advanced Services .......................................................................................................................................... 7
Cisco Learning Services ............................................................................................................................................ 9
Return Materials Authorization (RMA) ..................................................................................................................... 13
Licensing .................................................................................................................................................................. 13
Warranty .................................................................................................................................................................. 14
End of Life ................................................................................................................................................................ 15
Service Agreement Migration ................................................................................................................................... 15
Service Agreement Content ..................................................................................................................................... 16
Service Contract Migration Mapping ........................................................................................................................ 16
Additional Information .............................................................................................................................................. 16
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 2 of 17
Introduction
This document provides answers to some of the most common questions regarding service offer integration, support
and delivery, and service agreement migration for legacy Sourcefire products.
Service Offer Integration and Orderability
Q. What is Orderability?
A. Orderability enables partners to quote and order using Cisco® processes and tools. In addition, orderability
allows partners and their customers to utilize Cisco service and support tools and processes for products,
RMAs and licensing. Orderability begins on November 10, 2014.
Q. How will the legacy Sourcefire product, service and training offerings be integrated into the Cisco Security
portfolio?
A. Tables 1, 2 and 3 show how the Sourcefire products, services, and trainings are being mapped to Cisco
products, services, and trainings.
Table 1. Mapping of Sourcefire products to Cisco Products
. Sourcefire Product Names New Cisco Names
FirePOWER (ASA w/FP pre-installed)
FirePOWER (FP add-on to ASA)
Cisco ASA with FirePOWER Services
FirePOWER Services for Cisco ASA
Sourcefire Defense Center Series Cisco FireSIGHT Management Center
FirePOWER Appliance Cisco FirePOWER Appliance
FirePOWER 7K Series (NGIPS) Cisco FirePOWER 7000 Series Appliances
FirePOWER 8K Series (NGIPS) Cisco FirePOWER 8000 Series Appliances
AMP for FirePOWER Cisco Advanced Malware Protection for Networks
FireAMP (for endpoints, Mac, PC, mobile
virtual)
Cisco Advanced Malware Protection for XXX
(Endpoints, Mac, PC, Mobile, Virtual)
Sourcefire SSL Appliance Series (OEM -
BlueCoat)
Cisco SSL Appliance
FirePOWER Licenses (IPS, AMP, URL) Cisco FirePOWER Services Subscriptions
Cisco FirePOWER Services Subscription for IPS and Apps
Cisco FirePOWER Services Subscription for AMP
Cisco FirePOWER Services Subscription for URL
Cisco FirePOWER Appliance Subscriptions
Cisco FirePOWER Appliance Subscription for IPS and Apps
Cisco FirePOWER Appliance Subscription for AMP
Cisco FirePOWER Appliance Subscription for URL
Virtual Platforms
• FireAMP Private Cloud Virtual Appliance
• Virtual IPS (on VMWare/ Redhat)
• IPS for Crossbeam (3rd party HW)
Cisco Advanced Malware Protection Virtual (AMPv) Appliance
Cisco NGIPSv for VMware
Cisco NGIPSv for BlueCoat X-Series
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 3 of 17
Table 2. Mapping of Sourcefire services to Cisco Services
Sourcefire Service Offer Cisco Services
Hardware Appliance Solution consists of 2
orderable components:
• HW appliance + Platform Software
• Software Subscription and HW/SW support
bundled and sold as one service offer
Solution consists of 3 orderable components:
• Hardware Appliance + Platform Software
• Hardware Appliance Service (SMARTnet Service)
• Software Subscription + Software Support
• Gold Support
• Platinum Support
• SMARTnet Service for Hardware Support -
Next Business Day (NBD) where available
• Software Subscription Support is included in software
license subscription
• Software Application Services plus Upgrades (SASU) for
FireSIGHT Management Center software
Kickstart Service (custom) Cisco Security Plan & Build Services
Advanced Services Transaction (SOW-Based) Services
Version 4-to-5 Migration Services Cisco Security Migration Services
Advanced Services Transaction (SOW-Based) Services
• Co-Source
• Custom Reporting
• Technical Account Manager
Cisco Security Optimization Service
Advanced Services Subscription Services
Sourcefire Certified Partner Support Program Cisco Security Partner Support Service
Technical Service for Eligible Partners only
Sourcefire Training Cisco Learning Services
Sourcefire security courses and exams
Kickstart Service (standard) Cisco Security Deployment Service for Firewalls and IPS
Advanced Service Fixed Price, Fixed Scope Services
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 4 of 17
Table 3. Mapping of Sourcefire trainings to Cisco trainings
Sourcefire Training Cisco Training
Training Courses
SourcefireSystem 5 Securing Cisco Networks with Sourcefire Intrusion Prevention
System (SSFIPS)
AMP for Endpoint Securing Cisco Networks with Sourcefire FireAMP Endpoints
(SSFAMP)
SNORT + Rules Securing Cisco Networks with Open Source Snort
(SSFSNORT)
Rule Writing Best Practices Securing Cisco Networks with Snort Rule Writing Best
Practices (SSFRULES)
End-User Certification Program
SNORT Certified Professional (SnortCP) Cisco certification exams are proctored by PearsonVUE on-
site for increased integrity and security SF Certified Professional (SFCP)
SF Certified Professional (SFCP-AMP)
Sourcefire Customer Center Resources
Q. Will customers still have access to the Sourcefire Customer Center resources?
A. Cisco will be moving over most of the content from the Sourcefire Customer Center over to Cisco.com as
shown in Table 4.
Table 4. Mapping of Sourcefire Customer Center Resources to Cisco Resources
Sourcefire Resource and URL Cisco Resource and URL
Cases
na8.salesforce.com/500/o
Technical Assistance Center (TAC)
tools.cisco.com/ServiceRequestTool/scm/mgmt/case
KB Articles na8.salesforce.com/knowledge/knowledgeHome. apexp
Most articles have been moved to Cisco.com under each product family. Search for “product family name” troubleshooting. Some content is also available on the Cisco Support Community:
supportforums.cisco.com/community/12183446/sourcefire
Downloads
na8.salesforce.com/servlet/servlet.Integration?
lid=01rC0000000DCIk&ic=1
Cisco Software Downloads
www.cisco.com/cisco/web/support/index.html#~shp_download
VRT Blog
vrt-blog.snort.org/
No Change
Licensing
na8.salesforce.com/servlet/servlet.Integration?lid=
01rC0000000DCIp&ic=1
Product License Registration Portal tools.cisco.com/SWIFT/LicensingUI/Home
Entitlements
na8.salesforce.com/550/o
Technical Assistance Center (TAC)
tools.cisco.com/ServiceRequestTool/scm/mgmt/case
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 5 of 17
Sourcefire Resource and URL Cisco Resource and URL
Contacts
na8.salesforce.com/003/o
Cisco Worldwide Contacts
www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html
Sourcefire Nation
community.sourcefire.com/
Cisco Support Community
supportforums.cisco.com/community/12183446/sourcefire
Cisco Technical Services
Cisco SMARTnet Service
Q. What is Cisco SMARTnet service?
A. As part of the Cisco Technical Support Services portfolio, the Cisco SMARTnet® program provides your staff
direct, anytime access to Cisco Technical Assistance Center (TAC), and an extensive range of online
resources. You receive fast, expert technical support, flexible hardware coverage, and smart, personalized
capabilities to help you resolve critical network issues.
Q. What is included with Cisco SMARTnet service?
A. SMARTnet includes:
Global 24 hour access to Cisco Technical Assistance Center (TAC)
Access to online knowledge base, communities and tools
Current hardware replacement option: next business day delivery, where available, for Security products
Operating system software updates
Smart, proactive diagnostics and real-time alerts on devices enabled with Smart Call Home
Q. How does the support previously available from Sourcefire compare to Cisco SMARTnet?
A. Cisco provides next business day delivery for replacement products (not available in all countries) while
Sourcefire provided next business day ship.
Q. Why should a customer buy Cisco SMARTnet support services?
A. By covering Cisco products with a Cisco SMARTnet contract, a customer can:
Maximize product and network availability, reliability, stability and security
Reduce the cost of network ownership by using Cisco expertise, knowledge, and availability
Increase return on investment (ROI) by having access to Cisco operating system software enhancements
Better manage scarce internal expert resources at all locations
Improve productivity and revenue per employee with access to tools and technical support documentation
that can increase self-sufficiency and technical knowledge
Opportunity to obtain global TAC support across all Cisco network devices
Q. Are Cisco ASA, Cisco FirePOWER, Cisco FireSIGHT, and Cisco SSL Appliance operating system software
updates included with the Cisco SMARTnet contract?
A. Yes. For security hardware appliances, all platform software updates will be included as part of the SMARTnet
contract to ensure operating system support for the hardware deployment.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 6 of 17
Q. Are security software feature updates included with the Cisco SMARTnet contract?
A. No. These are included in the software subscription support that is included with the purchase of your software
subscriptions. Although this coverage is not included directly in your SMARTnet coverage, the SMARTnet and
software subscription support are linked so that your support experience is seamless.
Q. Why does the appliance purchase come with a recommended attach of Cisco SMARTnet Service?
A. Technical service is required to attach at the point of the Sourcefire product sale so that customers get the
necessary support and entitlement and the best possible return on investment.
Q. Sourcefire offers Platinum and Gold support, does Cisco have equivalent offers?
A. Cisco SMARTnet replaces Sourcefire Gold and Platinum support. SMARTnet is an award-winning service
available 24/7 and provides Next Business Day Delivery and additional levels of advanced HW replacement
services where available and comes as a recommended attach on hardware products.
Software Subscription Support
Q. What is the software subscription support that is included with the Cisco FirePOWER and Cisco Advanced
Malware Protection (AMP) subscription software licenses?
A. The software subscription support includes:
Access to the Cisco TAC 24 hours a day, 7 days a week
Online repository of application tools and technical documents
Collaborative learning through several online activities and environments
Registered access to Cisco.com, for easy access to online technical information and service request
management
Q. How do partners or customers check their entitlement for their software subscription support?
A. The software subscription support is embedded with every purchased subscription of Cisco FirePOWER
Services Subscription for IPS and Apps, Cisco FirePOWER Services Subscription for AMP, Cisco FirePOWER
Services Subscription for URL.
Cisco Software Application Support Plus Upgrades
Q. What is Cisco Software Application Support Plus Upgrades (SASU)?
A. Cisco Software Application Support Plus Upgrades provides all of the same features as Software Application
Support (SAS), which provides maintenance and minor updates, access to online resources and Cisco
Technical Assistance Center (TAC) support services, plus major software application upgrades. Upgrades
provide a richer feature set and improved performance and efficiency.
Q. How does the support previously available from Sourcefire compare to Cisco SASU?
A. Customers will enjoy that same standard level of support that they previously received from Sourcefire, with
increased service response levels as dictated by Cisco’s award-winning technical support programs and teams.
With a Cisco SASU contract, a customer can:
● Boost the availability and performance of core applications
● Improve their competitive advantage by implementing new applications and major software application
upgrades
● Maintain the performance and efficient operation of critical business applications
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 7 of 17
● Lower total cost of ownership through instant access to new software application updates and upgrades
● Provide support to their staff with Cisco expertise and the automated troubleshooting tool
Q. What is included with Software Application Support Plus Upgrades?
A. Software Application Support Plus Upgrades include:
Software updates, including maintenance, and minor and major releases
Access to the Cisco TAC 24 hours a day, 7 days a week
Online repository of application software updates and technical documents
Collaborative learning through several online activities and collaborative environments
Registered access to Cisco.com, for easy access to online technical information and service request
management
For more information about SASU, download the datasheet and service description.
Q. Why does the purchase of Cisco FireSIGHT Management Center software have a recommended attach of
Cisco SASU?
A. Technical service is required to attach at the point of the Sourcefire product sale so that customers get the
necessary support and entitlement and the best possible return on investment.
Q. How are users notified of new software releases under the SASU contract?
A. New releases are announced in product bulletins that are available via the Cisco Notification Service. This
service allows you to create customized, flexible notification alerts, which can be sent to you by email or RSS
feed, on critical product support subjects: Security Advisories, Field Notices, End of Sale/Support statements,
Software Updates, and Known Bugs.
Q. How does a customer obtain software updates using SASU support?
A. Cisco software updates are available for download from the Cisco.com Software Center for registered
customers linked to a SASU contract. To download Cisco Security software from Cisco Software Central select
Upgrade and Update, click Download Software, choose Security. For Firewalls, choose Firewalls, then
choose Firewall Management, and then choose Cisco FireSIGHT Management Center or Cisco FireSIGHT
Management Center Virtual Appliance, For IPS, choose Intrusion Prevention System (IPS), then choose
IPS Appliances, and then choose Sourcefire FirePOWER 8000 Series Appliances or Sourcefire
FirePOWER 7000 Series Appliances or Sourcefire NGIPS Virtual Appliance.
Cisco Advanced Services
Cisco Security Plan and Build Services
Q. What are the Cisco Security Plan and Build Services?
A. The Cisco Security Plan and Build Services provide assessment, design, and deployment assistance for a
comprehensive security strategy.
Q. What is included with the Cisco Security Plan and Build Services?
A. Cisco Security Plan and Build Services can help you develop and deploy a comprehensive security strategy. It
will protect your information and operational technology in today’s complex and unpredictable business
environment. We can help you get a clear understanding of the current vulnerability status of your network.
With detailed planning and careful change management, we work closely with your staff to ensure your security
solution protects your network and meets your business needs.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 8 of 17
For more information about the Cisco Security Plan and Build Services, download the At-A-Glance.
Q. How are the services delivered?
A. The U.S.-based Advanced Services practice will manage and deliver service remotely, and/or the local theater
practice will deliver onsite services.
Q. How can you purchase the Cisco Security Plan and Build Services?
A. Services are available and orderable via the Advanced Services Transaction (AS-T) service type using a
Statement of Work (SOW). Partners and customers will need to work with their Cisco Services Account
Manager to order these services.
Cisco Security Migration Services
Q. What are the Cisco Security Migration Services?
A. Cisco Security Migration Services can help you migrate your current security environment to a more leading
edge and secure infrastructure that supports today’s complex and unpredictable business environment. We can
help you get a clear understanding of the current vulnerability status of your network and offer you the best
possible migration strategy. With detailed planning and careful change management, we work closely with your
staff to ensure your security solution protects your network and meets your business needs.
Q. What is included with the Cisco Security Migration Services?
A. We will work with you and your team on the following series of activities which are essential for successful
deployment; :
● Review your plans for migration, testing, rollback, failure recovery, and risk mitigation
● Assess your current configurations and deliver recommendations
● Support configuration conversion process using Cisco expert knowledge and best practices through remote
and/or in-person knowledge transfer sessions
● Improve the accuracy of your migrated configuration for compliance with optimization recommendations
and/or removal of unused configuration elements.
For more information about the Cisco Security Migration Services, download the At-A-Glance.
Q. How are the services delivered?
A. The U.S.-based Advanced Services practice will manage and deliver service remotely, and / or the local theater
practice will deliver onsite services.
Q. How can you purchase the Cisco Security Migration Services?
A. Services are available and orderable via the Advanced Services Transaction (AS-T) service type using a
Statement of Work (SOW). Partners and customers will need to work with their Cisco Services Account
Manager to order these services.
Cisco Security Deployment Service for Firewalls and IPS
Q. What is the Cisco Security Deployment Service for Firewalls and IPS?
A. Cisco Security Deployment Service for Firewalls and IPS is a fixed scope and fixed price deployment service
available to enable a Cisco Firewall and IPS solution.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 9 of 17
Q. What is included with the Cisco Security Deployment Service for Firewalls and IPS?
A. The Cisco Security Deployment Service for Firewalls and IPS provides pre-deployment, deployment, and post-
deployment activities for up to 15 sensors.
Q. How are the services delivered?
A. Cisco Security Deployment Service for Firewalls and IPS is delivered both remotely and onsite to the customer.
Q. What are the discounting rules for security fixed price SKUs?
A. Ten percent is the maximum discount to keep the deal as “standard.” Nonstandard deals require an approval
cycle and an SFDC entry by a Cisco account manager. This rule is global.
Q. What is the SKU for this fixed price service?
A. The SKU for the new fixed price service is:
Cisco Security Deployment Service for Firewalls and IPS Service: ASF-CORE-FW-DEP
Q. How can you purchase the Cisco Security Deployment Service for Firewalls and IPS?
A. Cisco Certified 1-Tier and 2-Tier partners and direct Cisco customers can purchase Cisco Security Deployment
Service for Firewalls and IPS directly from Cisco using Cisco Commerce Workspace.
Cisco Security Optimization Service
Q. What is Cisco Security Optimization Service?
A. Through a comprehensive set of assessment services, advanced network support and proactive consultations,
this service helps you increase the performance of your network infrastructure, enhance security and improve
operational efficiency.
Q. What is included with the Security Optimization Service?
A. The Cisco Security Optimization Service helps your organization proactively evaluate and strengthen the
network’s ability to prevent, detect, and mitigate threats. Through security optimization, you strengthen your
network and protect its role in helping you achieve your business and technical goals. The service includes 4
areas: Audits and Assessments, Design, Optimization Support, and Knowledge and Learning.
For more information about the Cisco Security Optimization Service, download the At-A-Glance.
Q. How are the services delivered?
A. Services are delivered both remotely and onsite to the customer.
Q. How can you purchase the Cisco Security Optimization Service?
A. You may purchase Security Optimization services directly from Cisco through your Cisco account manager, or
through our global network of highly qualified Cisco partners. You may find a partner near you through the
Cisco Partner Locator tool.
Cisco Learning Services
Q. Will Sourcefire training be transitioned to Cisco?
A. Yes, four Sourcefire security courses transitioned to Cisco Learning Services:
● Security Cisco Networks with Sourcefire Intrusion Prevention System (SSFIPS)
● Securing Cisco Networks with Sourcefire FireAMP Endpoints (SSFAMP)
● Securing Cisco Networks with Open Source Snort (SSFSNORT)
● Securing Cisco Networks with Snort Rule Writing Best Practices (SSFRULES)
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 10 of 17
Cisco Security classes provide the knowledge, insight, and hands-on lab experiences needed to help customers
deploy, integrate, troubleshoot, manage and secure their Cisco networks more effectively.
Q. Can you tell me more about Cisco Learning Services?
A. Cisco Learning Services provides comprehensive, customer-oriented solutions for skill development. It helps
speed the adoption and migration of core and advanced technologies. Cisco Learning Services includes
technical training and certification programs on many Cisco products and their underlying technologies. The
primary mission of Learning Services is to help Cisco customers optimize their network and security
investments.
Q. Where can I find more information and resources on how to register and take a Cisco security class?
A. Cisco Learning Services has a host of resources available:
● Cisco Learning Services Reference Guide: Step-by-step process guide to register , purchase learning
credits, and schedule security courses and exams
● Security Resources training: View courses and descriptions and begin registration and enrollment process.
● Cisco Learning Credits: Learn more about the possibilities of using learning credits for certification training.
● Pearson VUE website: Schedule a certification exam or locate a Cisco authorized test center.
● Cisco Learning Services: Cisco Learning Services includes technical training and certification programs on
many Cisco products and their underlying technologies.
● Cisco Learning Network: Learn more about certifications and careers and join the Cisco Learning Network
community.
● For more information about schedules and registration for security courses, email
Q. How can I purchase Sourcefire security courses?
A. Customers can use Cisco Learning Credits to purchase courses. Customers can also purchase directly from
the Cisco Learning Network Store using a credit card. Partners typically purchase learning credits at the same
time they purchase Cisco products and services in Cisco Commerce Workspace using the following SKUs:
● TRN-CLC-000 (10 pack)
● TRN-CLC-001 (100 pack)
● TRN-CLC-002 (500 pack)
● TRN-CLC-003 (1500 pack)
● TRN-CLC-004 (1 credit)
Q. What are Cisco Learning Credits?
A. Cisco Learning Credits offer an easy way to pay for authorized training courses redeemable with authorized
Cisco Learning Partners, for registration to Cisco Live Events, Advanced Services Education, Cisco Technical
Training, and Cisco Labs worldwide. Learn more Cisco Learning Credits site.
Q. How do I determine the number of learning credits needed for a course?
A. Each Learning Credit is worth $100 USD towards training. Thus, if a course is $4,000.00 USD, the equivalent is
40 Cisco Learning Credits.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 11 of 17
Q. Is it possible to take a Security exam on the Sourcefire security courses online at Cisco?
A. Cisco security exams are not offered online. Cisco is committed to ensuring the integrity of the Cisco
certification program and have partnered with Pearson VUE to deliver proctored exams for certification courses
and specializations worldwide.
Cisco Technical Assistance Center
Q. What is the Cisco Technical Assistance Center?
A. The Cisco Technical Assistance Center (TAC) provides technical support for all Cisco products, including Cisco
security products.
Q. What service does the Cisco TAC offer?
A. The Cisco TAC provides service contract holders with:
● Expert assistance: The Cisco TAC employs a highly skilled staff who offer you years of security and
networking experience, as well as research and development engineers.
● Fast problem resolution: The Cisco TAC provides a constant measurement of customer satisfaction and
time-to-resolution tracking.
● High level of knowledge: The Cisco TAC offers depth and breadth of expertise with Cisco devices and
operating system software.
● Support 24 hours a day, 365 days a year in multiple languages: By email or telephone, the Cisco TAC is
there when you need it.
Q. How does a customer open a case with Cisco TAC?
A. Customers with an active service contract can open a case through Cisco.com. Customers or partners must
have their Cisco service contract number, a Cisco.com user ID, and their hardware serial number and/or
software product family when opening a case using the web.
Customers with severity (priority) 1 or 2 cases must call the TAC at 800 553-2447 or 408 526-7209 in the
United States. For more information on opening a technical support case, and for regional TAC telephone
numbers, refer to Cisco Worldwide Contacts.
Customers can also open technical support cases by sending an email to [email protected].
Q. What do customers need to open a TAC request?
A. To open a TAC request, you must do the following:
Register for a Cisco.com user ID.
Associate your contract number to your Cisco.com user ID
Q. How do I get a Cisco.com user ID?
A. Register for a Cisco.com user ID and create a Cisco.com Account Profile. Your Cisco user ID will give you
access to the tools that will help you view, renew, and manage contracts, and open a support case.
Q. How do I associate my new Cisco Service Agreement Contract Number to my Cisco.com user ID?
A. Sourcefire customers will need to add their Cisco Service Agreement Contract Number to their user ID in the
Cisco.com Account Profile. From there, select the “Add Access” button. Click the “Full Access” radio button and
then click “Go.” On the next screen enter your Service contract number(s). If you have multiple service contract
numbers, please separate them by commas. For access issues or help with contract association, you may send
an email to Cisco at [email protected].
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 12 of 17
Q. How does the Cisco TAC prioritize support service requests?
A. Cisco processes allow for customers to designate the severity of every service request reported. Priorities are
based on the assigned severity levels.
Q. What support is provided through Cisco.com?
A. Cisco.com includes interactive consulting tools, a database, and knowledge transfer resources. It also includes
product documentation.
Online troubleshooting tools and support resources include:
● TAC Case Collection: Identifies and troubleshoots common problems
● My Tech Support: Offers a personalized web page with customized links
● Peer-to-peer online forums: Enable sharing with others in your industry
● Technical Support Newsletter: Keeps you up to date and informed
These and other help tools and resources are available on the Technical Support and Document website at
www.cisco.com/techsupport.
Q. What are the problem severity levels and associated responses?
A. To help ensure that all service requests are reported in a standard format, Cisco has established the service
request severity definitions indicated below. These severity levels might not be applicable across all market
segments and technologies. Severity levels and escalation guidelines might also vary based on the existing
applicable agreement.
● Severity 1 (S1): Network is “down,” or there is a critical impact to business operations. Customer and Cisco
will commit all necessary resources around the clock to resolve the situation.
● Severity 2 (S2): Operation of an existing network is severely degraded, or significant aspects of business
operation are negatively affected by inadequate performance of Cisco products. Customer and Cisco will
commit full-time resources during normal business hours to resolve the situation.
● Severity 3 (S3): Operational performance of the network is impaired, although most business operations
remain functional. Customer and Cisco are willing to commit resources during normal business hours to
restore service to satisfactory levels.
● Severity 4 (S4): Customer requires information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on business operations.
● For S1 or S2 service requests: If the customer’s production network is down or severely degraded, the
customer must contact the Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to S1
and S2 service requests to help keep the customer’s business operations running smoothly.
Q. What is the escalation process?
A. If a customer does not feel that there is adequate forward progress or feels that the quality of Cisco service is
not satisfactory, Cisco encourages the customer to escalate the problem ownership to the appropriate level of
Cisco management by asking for the TAC duty manager.
Note: Severity 1 and 2 escalation times are measured in calendar hours, 24 hours per day, 7 days per week.
Severity 3 and 4 escalation times correspond with standard business hours.
For more information, download the Severity and Escalation Guide.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 13 of 17
Return Materials Authorization (RMA)
Q. How will customers get a return materials authorization (RMA) for defective products after Cisco orderability?
A. Once a customer or partner has a service request open with TAC, an RMA will be initiated according to the
case resolution procedures. Orders will be managed and fulfilled through the Cisco Global Service Supply
Chain Logistics.
Q. Will RMAs continue to ship with preinstalled software keys?
A. No. RMAs will have preinstalled software, but partners and customers will need to activate the license transfer.
The Partner or customer will receive an email with the replacement hardware serial number and instructions for
the license transfer activation as soon as the order is submitted. The activation can be done prior to the
shipment being received or at the time the shipment arrives. Activation can take up to 3 hours upon request.
Q. Who is responsible for updating the site addresses?
A. Partners and customer have the responsibility of updating the site addresses.
Q. What happens if the site addresses are incorrect?
A. If the site addresses are incorrect, the Service Supply Chain depot may not have the replacement units, and
thus there will be a delay in delivery.
Q. Does Cisco provide a prepaid airway bill for RMA returns?
A. The RMA status page will include a link to the Product Online Web Return (POWR) tool that can be used to see
if the RMA type qualifies for free pick up or for further instructions.
Q. I received a replacement unit from Cisco Service Supply Chain for an RMA. However, the unit is dead on arrival
(DOA). How do I get another replacement unit?
A. Contact TAC using your previous case number and RMA number to report that the unit is DOA. Once the TAC
has determined the product to be DOA and eligible for replacement, a request for a replacement and new RMA
will be submitted.
Q. How can I transfer my license for a defective Cisco FireSIGHT Management Center appliance to my new
appliance I received from an RMA?
A. First, you will need to login to the Product License Registration portal with your Cisco user ID and password
to add your existing license to your Cisco user ID. Next, click on “View Existing License” link and then click on
“Add License.” Select “Sourcefire License Key” from the drop down menu and enter your license key. Once
you have added the existing license to Cisco user ID you can transfer the license. Select "Transfer" from the
menu and select "License for RMA." Select the device you wish to transfer. Follow the instructions and input the
appropriate information.
Q. How can I find my License Key for my Cisco FireSIGHT Management Center?
A. You must login to your FireSIGHT Management Center (formerly Sourcefire Defense Center) with your admin
privileges. Select “System Licenses,” click on "Add New License". The "Add Feature License" page will
appear. The license key of the Defense center will be displayed.
Licensing
Q. Will newly purchased Cisco ASA, Cisco FirePOWER, Cisco FireSIGHT, and Cisco SSL Appliance products
continue to ship with preinstalled software?
A. Yes; newly purchased security products will continue to ship with preinstalled software. Customers will need
to activate the software using the Product Activation Key (PAK) they will be provided.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 14 of 17
Q. How will a PAK be provided for new shipments?
A. Depending on the customer’s PAK delivery preference selected during order placement in the CCW or CSCC
ordering tool, the PAK can be delivered to the customer as a Physical Claim Certificate or it can be downloaded
from our eDelivery Portal. eDelivery Training Material is available online.
Q. Where can partners access their PAK number for migrated records?
A. Partners can search by Host ID (MAC ID of the Appliance) on Cisco Services Contract Center (CSCC) to find
their Sourcefire generated PAK number for migrated software records. The PAK Number is displayed in the
Serial Number/PAK Number Field in the search results.
Q. What if partners or customers want to upgrade the software on an installed Sourcefire product?
A. Full-version software upgrades require an active service contract and a new software key. If the installed
product is covered by an active service contract, that product is entitled to all available software versions for that
product. New software keys and updated software versions will be available in the online Software Center.
Minor version updates do not require a new software key, and can be downloaded at Cisco.com.
Q. How will I get assistance with software licensing issues for installed Sourcefire products?
A. The Global Licensing Operations (GLO) team provides support for Sourcefire software licensing issues. Service
requests can be opened online.
Warranty
Q. What is the Cisco warranty?
A. Warranties are short-term commitments for Cisco to replace defects in Cisco products. They are limited in
duration and the support they offer. Also, warranties do not include Cisco TAC support, software updates, or
any of the additional benefits obtained under a support service contract. It is the responsibility of Cisco to
replace the Cisco product during the warranty duration.
Elements covered under a Cisco warranty are:
● Hardware: This guarantees that the piece of hardware will be free of defects in material and workmanship
under normal use, or it will be replaced by Cisco.
● Software: This guarantees that the physical media are free from defects, or they will be replaced by Cisco.
Also, the warranty guarantees that the software generally conforms to the published specifications for the
product. The warranty is explicitly “as is,” and no new releases are included.
To find the warranty information that applies to a specific product or product family, visit the Cisco Warranty
Finder.
Q. What are the warranty terms for Cisco Security products?
A. Sourcefire products assumed the Cisco Security 90-day limited hardware and software warranty. Effective
November 10, 2014, the Sourcefire 12-month warranty (with an additional 1-month grace period) will be
replaced with the standard Cisco 90-day warranty (with an additional 90-day grace period).This change brings
the Sourcefire warranty in line with Cisco‘s standard warranty offering.
For details on Cisco’s warranty, visit www.cisco.com/en/US/products/prod_warranties_listing.html.
Q. How will warranty end dates be calculated for migrated records?
A. Original Sourcefire warranty end dates will be migrated from Sourcefire and will be honored at Cisco.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 15 of 17
New Product Dead on Arrival (DOA)
Q. I purchased a product from Cisco (not Sourcefire) with Cisco product IDs that was delivered recently. This
newly shipped product was dead on arrival (DOA). What process should I follow for a replacement?
A. The DOA criteria are as follows:
● DOA is defined as a new product that fails at initial power-up.
● The DOA process is separate from any warranty programs.
● DOAs must be claimed within three months of the ship date to the partner.
● Products must have been purchased directly from Cisco. Purchases from a distributor (i.e. not directly from
Cisco) must be returned to entity where it was purchased.
● The customer must provide the serial number and purchase order/sales order for the purchase.
The DOA request process:
Contact the Cisco Technical Assistance Center (TAC) to report the defective product.
Once the TAC has determined the product to be DOA and eligible for new product, a request for a
replacement will be submitted. The replacement will be invoiced against your original purchase order.
Standard lead-time to ship a replacement product is two to five business days, as new products are made to
order and are not “in-stock” items.
The replacement product can take 2 to 10 days to arrive after shipment as transit time varies by location.
Credit will be issued after the product is physically returned to Cisco's designated location.
For more details on DOA, review
www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2
Q. I purchased a product using the legacy Sourcefire (not Cisco) process with Sourcefire product IDs that was
delivered recently. This newly shipped product was dead on arrival (DOA). What process should I follow for a
replacement?
A. For this DOA product, work through the legacy Sourcefire process and contact the Cisco TAC and they will
create a ticket which will be addressed by the correct support team.
End of Life
Q. How is product “end of life” handled?
A. As a general rule, Cisco will provide six months’ notice of the affected product’s end-of-sale date and/or the last
day on which the affected product can be ordered. This notice will appear on the Cisco.com site
(www.cisco.com/en/US/products/prod_end_of_life.html). Customers are encouraged to visit this site regularly
because it contains useful information regarding Cisco’s end-of-life program. Sign up to receive notifications
here: www.cisco.com/cgibin/Support/FieldNoticeTool/field-notice.
For an end of product life cycle overview and policy on product discontinuance, refer to
www.cisco.com/en/US/products/products_end-of-life_policy.html.
Service Agreement Migration
Q. When will Sourcefire customers migrate to Cisco’s tools and processes?
A. Customers will use Cisco tools and processes for resale of new Cisco products and services and to renew
services as follows:
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 16 of 17
● Products and services available for resale beginning November 10, 2014.
● Renewals of service agreements for products originally purchased from Sourcefire or its partners began
October 1, 2014.
Q. When will Sourcefire service agreements be migrated to Cisco tools?
A. Cisco plans to migrate Sourcefire active service agreements to Cisco tools by the end of the calendar year
2014.
Q. What service agreements will be migrated?
A. All active and overdue service agreements for both software and hardware products will be migrated.
Q. What will not be migrated?
A. End of Life equipment that is no longer eligible for support coverage will not be migrated.
Q. How will warranty end dates be calculated?
A. Original Sourcefire warranty end dates will be migrated from Sourcefire and will be honored at Cisco. New
purchases will have warranty end dates calculated based on the Cisco Warranty period of 90 days.
Q. What happens to multiyear agreements?
A. Multiyear agreements and their respective end dates will be included in the migration.
Service Agreement Content
Q. What is the key difference between my Cisco service agreements and my Sourcefire service agreements?
A. Hardware technical support services (i.e. SMARTnet) will be on a different service contract than the software
subscription and perpetual software contracts.
Q. Are my serial numbers going to be the same?
A. Yes; migrated service agreements will include the same serial numbers, so you can search your contracts by
serial number if you desire.
Q. Are my service agreement contract numbers going to be the same?
A. No. You will be assigned new contract numbers for hardware, software, and software subscription support.
Service Contract Migration Mapping
Q. How will legacy Sourcefire service contracts map to Cisco service contracts?
A. All Sourcefire hardware contracts will be migrated to a SMARTnet Cisco service contract. All Sourcefire term
licenses software will be migrated to a Cisco-Sourcefire software subscription contract. All Sourcefire perpetual
license software will be migrated to a Cisco Software Application Plus Upgrade (SASU) contract.
Additional Information
Q. Describe the available user manuals and product documentation.
A. User manuals and other product documentation are available on Cisco.com at
www.cisco.com/public/support/tac/documentation.html.
Q. Where can I go for more information?
A. For more information visit the following webpages:
Service and Support for Sourcefire Acquisition website:
www.cisco.com/web/services/acquisitions/sourcefire.html
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public. Page 17 of 17
Cisco Security Services: www.cisco.com/go/services/security
Support Case Manager Tool: tools.cisco.com/ServiceRequestTool/scm/mgmt/case
Licensing requests: www.cisco.com/go/license
Cisco Learning Services: www.cisco.com/web/learning/learning_services/index.html
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