don | cisco joint enterprise level agreement overview
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DON | Cisco Joint Enterprise Level Agreement Overview
14 April 2016
Cisco Confidential 2 © 2015 All rights reserved.
DoD-wide Joint Enterprise Level Agreement (JELA) awarded to Cisco Systems 18 Sep 2014 Available to all MILDEPs and Defense agencies - DON enrolled 18 June 2015
Drives enterprise mission and IT outcomes across DoD and within MILDEPs / Defense agencies via reduced costs, increased efficiencies and enhanced mission effectiveness
100% Cisco SMARTnet coverage (break/fix support) + network engineering and consulting support, technical education, classified network support
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Mission Assurance, Cybersecurity, Acquisition Efficiency
Direct Relationship, Agility & Flexibility, Strategic Partnership
Customer Satisfaction, Ease of Doing Business, Predictive Processes
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Pre-JELA: • Thousands of contracts across DoD • Inconsistent pricing, limited economies of
scale • Coverage gaps • Re-inspection and re-instatement fees • Security vulnerabilities • Limited asset visibility • Non-standard software updates – licensing
and compliance issues
JELA: • One contract, two pricing models, co-termed performance period • Global 24x365 technical support for all existing Cisco-branded
hardware and software eligible for SMARTnet coverage plus new purchases during the period of performance
• Next Business Day and limited 4-Hour hardware replacement • Streamlined access to technical services • Inventory Collection and Reporting System (ICRS) to manage assets • Classified Network Services • Cisco Technical Education and Cisco Technical Knowledge Library • Engineering and consulting support • Governance structure facilitates DoD, Joint and individual efforts
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All DON organizations and programs are included : § Navy Next Generation Enterprise Network (Navy NGEN)
§ OCONUS Navy Enterprise Network (ONE-Net)
§ Consolidated Afloat Networks and Enterprise Services (CANES)
§ DDG-1000 Class of Ships
§ US Navy Bureau of Medicine and Surgery (BUMED)
§ Naval Reserves Forward (NAVRESFOR)
§ Naval Special Warfare Development Group (NSWDG)
If you are unsure if your organization can enroll please contact Christine Lamer ([email protected])
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Mission Assurance
Inventory Collection and Reporting System (ICRS)
SMARTnet 24-Hour Technical Assistance Center (TAC)
Global Hardware Replacement Cisco.com Access
24-Hour Software Updates
Engineering and Consulting Support
4-Hour Hardware Replacement (4HR) Classified Network Services (CNS)
Cisco Technical Education (CTE) Technical Knowledge Library (TKL)
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SMARTnet
Cisco Support Website (Cisco.com) • Immediate self-support through online resources
Software Updates • Maintain the resiliency of your network
- IOS and Application Software Updates - Protect investment, increase performance and add
new functionality for existing hardware
Advanced Hardware Replacement • Maximize operational continuity, operations, and
risk mitigation - Time-sensitive delivery - Next Business Day hardware replacement, upgrade
to 4-Hour replacement depending on enrollment model
Cisco Technical Assistance Center (TAC) • Resolve issues to maintain network performance
- Service-first, faster time to resolution - Global network and software engineers, certified
professionals with continuous training and rotations - Adaptive trouble-shooting methodologies
Technical Knowledge Library • Access to Cisco intellectual property – including technical white papers, case studies, self-study guides, validated configurations, and on-demand videos
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High Touch Operations Management (HTOM)
• Dedicated technicians and support resources
• Service request management
• Escalation management
• Contract access management
• Operations data analysis
• Cisco tools instruction and documentation
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• Identify, track, and manage Cisco assets • Add, remove, and reassign inventory items
• Customized database and secure portal with user and administrator role-based access
• Enables enterprise business intelligence • Single source of truth for Install Base
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Limited Support:
• Cisco Technical Education • 4-Hour Hardware Replacement • Classified Network Services
Limited by Point Availability and Allocation:
• Engineering Support • Consulting Support
§ The DON receives set number of Points per contract year - Number of points based on DON install base size - Points represent engineering and consulting resource effort - PM approves mission requests, distributes points across contract year - Points do not carry over from one contract year to the next
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Cisco Technical Education (CTE)
• Interactive e-Learning portal, 13k+ modules - All-Access Package: Data Center, Network Basics,
Route / Switch, Security, Collaboration, Wireless - Virtual labs
• Administrators can: - Develop curricula based on training needs - Track student activities, progress - Report on overall portal and individual module utilization
• Enrollee personnel can: - Address immediate issues, self-serve, avoid travel /
downtime - Prepare for Cisco certification
(certification testing not included)
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4-Hour Hardware Replacement (4HR)
• Up to 10% of enrolled Cisco installed base
• Replace critical networking equipment within a 4-hour window
• Limited coverage locations must be pre-verified
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Classified Network Services (CNS)
• Personalized high-touch support from dedicated, cleared Cisco operations managers and network engineers
• Expedited routing and call handling
• Transmit and receive classified information via SIPR and VOSIP
• 8am–8pm x 5 Days/week Full Staff
• 24/7 On-Call
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Engineering and Consulting Support
Deliverable-Based Engagements
Consulting: experienced technology, business, and management consultants with specific Defense expertise – example backgrounds:
• ICT professionals • Enterprise Architects • Business Analysts • Data scientists • Program and operations managers • Strategic planning and facilitation expertise • Governance expertise • Communications expertise
• Project and Program Managers • Network Consulting Engineers • Technology Architects
Ø UC Ø Cloud Ø Mobility Ø Network Management Ø Core (Service Provider/ Enterprise)
Engineering: network optimization and operation, network design engineering, project and program management, lab and test support
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Name Position / Role Email Address Telephone # Christine Lamer DON Cisco Project Officer [email protected] 703-432-7462
Dennis Fellin DON Cisco Contracting Officer [email protected] 717-605-5659
DON Cisco JELA Site on PEO-EIS Portal (Requires CAC Card)
https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
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§ The DON Cisco SMARTnet website can be accessed through the PEO-EIS Portal at the following link: - https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
§ DOD CAC required to access; utilizing email certification
1. DoD CISCO SMARTnet JELA Contract 2. SMARTnet Overview 3. CISCO Additional Services Overview 4. Cisco ICRS Portal 5. Information Portal 6. Training & FAQs 7. BSO Hierarchy & POCs 8. Policies & Governance 9. Cisco SMARTnet Fact Sheet
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