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Controlled Doc. #EDM-106520889 Ver: 4.0Last Modified:11/1/2017 6:56:18 AM CISCO PUBLIC Foundation_Technology_Service_Provider_Optimization_Service.doc

Service Description: Cisco Service Provider Network Optimization Service (SP NOS)This document describes Cisco’s Service Provider Network Optimization Service (SP NOS)

Related Documents: This document should be read in conjunction with the following documents also posted at www.cisco.com/go/servicedescriptions/ : (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms.

Direct Sale from Cisco. If you have purchased these Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. All capitalized terms not defined in the Supplemental Glossary of Terms for Service Provider Network Optimization Service at the end of this document have the meaning ascribed in the MSA or equivalent services agreement executed between you and Cisco. If not already covered in your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified above. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern.

This Service Provider Network Optimization Service is intended to supplement a current support agreement for Cisco products and is only available where all Product(s) in Customer’s Network is supported through a minimum of core services such as Cisco’s SP Base, Software Application Services, or the Partner Support Service offering from within the Cisco Services Partner Program. Cisco shall provide the Service Provider Network Optimization Service described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee. Cisco shall provide a Quote for Services (“Quote”) setting out the extent of the Services and duration that Cisco shall provide such Services. Cisco shall receive a Purchase Order that references the Quote agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein. Availability of Services described herein and service delivery may vary by geographical region.

Service Summary

Service Provider Network Optimization Service supports those Products operating on Customer’s core transport and aggregation Network technology. Service Provider Network Optimization Service provides the following services:

Network Health Check

• Data Collection Tool• Technology or Protocol Audit• Configuration Best Practices Report• Custom Configuration Report• Syslog Analysis Report• Hardware EoX Report• Hardware Field Notice Report• Network Improvement Plan• Network Health Analysis and Dashboard

Network Support • Bug Analysis• Design Collaboration• Topology Diagram Report• Detailed Design Report• Implementation Plan Review• Network Topology Modeling Analysis• Software Management Strategy Review• Software Recommendation Report• Software Infrastructure Analysis Report• Software Security Alert• Software Lifecycle Management Dashboard• Automated Risk Assessment and Recommendation

Report • Critical Bug Notification Software Maintenance

Update Notification• Validation and Test Cycle Review Standard• Scheduled Change Support• Unscheduled Change Support• Onsite Network Consulting Support• Onsite Network Optimization Support

Continuous Learning • Knowledge Transfer and Mentoring• Technical Knowledge Library• Formal Training• Virtual Training Session• Curriculum Planning Review

Annual Assessment • Operations Risk Management Assessment• IPv6 Architecture Strategy Assessment• Network Resiliency Assessment

Change and Release Management • Configuration Policy Remediation• Software Deployment• Flexible Support

Analytics

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Foundational Analytics OnPrem Analytics Automated Fault Detection and Service Request Notification

EnergyWise Optimization Service

Service Provider Network Optimization Service

Cisco Responsibilities

Cisco’s Service Provider Network Optimization Service consists of the provision of, at a minimum, Network Support service, selected by Customer from the Services described below, which Cisco shall provide for the Customer’s network during Normal Business Hours (unless stated otherwise). The number of audits, assessment and/or reports provided by Cisco under this Service will be specified in the Quote and will be reviewed by the parties at each quarterly business review. Cisco shall provide the following General Support provisions for all Services selected by Customer:

General Support

• Designate an engineer (“Advanced ServicesEngineer”) to act as the primary interface withCustomer for its Network.

• Schedule with Customer up to four (4) quarterlyvisits per year (not to exceed eight (8) days inaggregate) to Customer's site to review proactivedeliverables and activities and to plan for nextquarter. Additional visits will be mutually agreedat Cisco’s then-current travel and labor rates.

• Schedule periodic conference calls (usuallyweekly) to review Customer’s Network status,planning and the Services being provided.

• Make collaboration tools available for hostingmeetings, managing documentation, instantmessaging, desktop sharing, and collaborativespaces.

• Establish a Customer-specific Cisco email aliasto facilitate communication with AdvancedServices Engineer.

• Provide certain Data Collection Tools that Ciscoidentifies as appropriate for Network datacollection during the Term of the Services,provided that all fees due and owing to Ciscounder this Appendix have been paid. DataCollection Tools may or may not includeHardware or Software. Customer acknowledgesand agrees that Cisco shall retain full right, titleand interest to the Data Collection Tools.

• In addition to Cisco provided tools, the AdvancedServices Engineer may utilize Customer provided

data, scripts or internal tools to assist in collecting data from the Customer Network.

Network Health Checks

• Data Collection ToolIn order for Cisco to provide the Network HealthAudits and Network Health Reports specifiedbelow, a Data Collection Tool must be installedon Customer Network in order to capture relevantNetwork data. The data will be analyzed througha combination of best practices via back endtools and Cisco network consulting engineeringguidance. The analysis is profiled and reportedback to Customer along relevantrecommendations.

• Technology or Protocol Audit

Provide a predetermined set of technologysolution, platform or protocol audit reports orother performance analysis reports. Such audit orperformance analysis typically includes amongstother information, the following:

Collection of key performance data Identification of exception reports Analysis of key device configurations Analysis of resource utilization Assist Customer to define Network-specific

performance criteria Report on performance optimization

recommendations such as system tuningand protocol optimization changes

The typical size an audit will cover is up to 500 devices. For a large network, several audits will need to be completed over time for consistency.

• Configuration Best Practices ReportProvide a predetermined set of configuration bestpractice reports on Cisco IOS, IOS-XE, IOS-XRand NX-OS devices. Such reports typically focuson the following areas:

Technology-for example, LAN, VXLANIP/IPv6 routing

Protocol-for example, Enhanced InteriorGateway Routing Protocol (EIGRP),Locator/ID Separation Protocol (LISP),Border Gateway Protocol (BGP)

Application Centric Infrastructure (ACI) Security settings Network management settings

• Custom Configuration ReportThese reports typically analyze Customer’sproduction configurations (per device) tocompare them to Customer’s configuration

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standards templates or Cisco’s recommended configuration templates

• Syslog Analysis ReportProvide a predetermined set of periodic sysloganalysis reports on Products to proactivelyidentify Network optimization opportunities basedon the following:

Syslog event correlation Device health information Baseline metrics

• Provide a predetermined set of proactiveadvisory reports, which will containrecommendations that the Customer may elect toimplement. Reports are typically generated afterthe AS Engineer has assessed the following anddetermined applicability to Customer’s Network.

• Hardware EoX Report

These reports typically provide information aboutCisco’s product family milestones such as: End of Sale (the product is no longer sold by

Cisco) End of Engineering (the product is no longer

receiving engineering maintenance) End of Life (the product is no longer

supported by Cisco)

• Hardware Field Notice Report

These reports provide information about Cisco’sField Notices and typically include: Analysis of how a Cisco Field Notice may or

may not affect Customer’s Network Recommendations to mitigate risk List of affected or potentially affected

Networking devices

• Network Improvement Plan (Only relevant forstandalone when Network Health Analysis andDashboard is not purchased).

These plans integrate recommendations fromNetwork Optimization Service Deliverables andActivities into a single living document. TheNetwork Improvement Plan represents theCustomer-approved and agreed-upon Ciscorecommendations as prioritized by a jointsteering committee comprised of Cisco andCustomer, and may be used by Customer totrack future projects.

• Network Health Analysis and DashboardAutomated network improvement plan – providesconsolidated reporting and automated analysisand trending of correlated exceptions within thefollowing areas:o Configuration Best Practiceso Custom Configurationo Engineering Recommendation

o Software Infrastructure Analysiso Software Security Alertso Syslog Analysiso Technology or Protocol Auditso Topology Diagram

Online access to Network Performance AnalyticsPortal -- Provide Customer access to onlineportal supporting unified delivery of the followinghigh-level features

Metrics that leverage the correlated exceptionsmentioned above:o Overall Customer network health index and

index trendingo Risk/compliance/problem management

metricso Index showing progress against established

Customer-specific improvement initiatives

On-line access to automated networkImprovement plan details

Network Support Service

• Bug Analysis

Provide periodic proactive critical bug analysisreport for identified Software Track(s) or keyNetwork Software feature categories.

• Design Collaboration

Consult with Customer networking staff in aseries of meetings to develop a thoroughunderstanding of Customer Network designrequirements, with a focus on concerns suchas resiliency, self-recovery, scalability, andability to handled increased traffic demandsand QoS.

Provide ongoing, incremental Networkdesign and architecture consultation.

Provide ongoing information on designrelated to Cisco security alerts that mayimpact key Network Products.

• Topology Diagram Report

This report provides a visual representation of thenetwork from device configuration details for thepurpose of understanding, documenting,troubleshooting and optimizing customernetworks

• Detailed Design Report

Provide detailed design report(s) that mayinclude, amongst other information, the following:

Review of Customer’s design requirements,priorities, and goals.

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Analysis of impact of new requirements onexisting Network.

Review of protocol selection andconfiguration.

Review of feature selection andconfiguration.

Review of security considerations (i.e.authentication, VLANs, subnet isolations,etc.).

Report describing the design withrecommendations.

The number of detailed design reports will vary depending on the technology mix and Network expansion or change plans.

• Implementation Plan Review

Collaboration with Customer to evaluate thepotential impact of the proposed scheduledchange, review implementation procedures, andbe available to assist Customer to resolveproblems with Network Hardware andconfiguration during a major deployment into alive Network.

Network Topology Modeling Analysis

Cisco will consult with Customer via a series ofmeetings to improve end to end networkavailability and resiliency by analyzing the corerouting and switching components that supportmission critical applications and services. Theservice models current operational state andprovides actionable recommendations. ANetwork Topology Modeling Analysis servicemay include, among other information, thefollowing:

• Network Topology Representation

• Network Resiliency Analysis

• Network Availability Analysis

Software Management Strategy Review

Cisco will consult with Customer via a series ofmeetings to develop a thorough understanding ofCustomer’s Software management requirementsand practices such as standards, migrationtriggers, and implementation methodologies. ASoftware Management Strategy Review willcontain overall strategy recommendations andmay include, among other information: Review of Customer’s Software

management concerns and challenges Analysis of Customer’s current practices

related to establishing and managingSoftware release standards and Softwaremigration triggers

Analysis of Customer’s current practicesrelated Software selection, testing, staging,deployment, and troubleshooting

Report describing the analysis comparingCustomer’s current practices to Cisco’srecommended best practices and Cisco’srecommendations

Assistance establishing Software Trackmethodologies

Assistance defining Customer-specificSoftware migration triggers

Assistance in defining feature requirementsand performance/availability objectives asrelates to Software strategy

• Software Recommendation Report

Provide proactive Software recommendationreports (each report covers single SoftwareTrack), which may include:

Review of new Software feature releases(Cisco IOS Software and Cisco IOS-XRSoftware)

Inclusion of a Software referral version andrisk analysis.

Overall Software recommendation toproceed with testing and Feature SetUpgrade deployment or wait for futureMaintenance Release.

Contingency plan for transitioning Softwarein Customer networking environment.

The number of Software recommendation reports will vary depending on number of Hardware platforms and Software versions Customer expects to change or review during the annual service term.

• Software Infrastructure Analysis Report

Information in these reports typically include: Customer standards and conformance to

Software release recommendations Software release diversity Software Track related high-level analysis of

Software Advisories, Software Deferrals, andSoftware release milestones such as End ofSale, End of Engineering, and End of Lifestatus

• Software Security Alert

These reports provide information about Cisco’sSoftware Advisories and typically include: Analysis of how a Cisco Security Advisory

may or may not affect Customer’s Network Recommendations to mitigate risk List of affected or potentially affected

Networking devices

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• Software Lifecycle Management Dashboard.

Provide customer access to online dashboardproviding details on critical bugs affectingOS/Platform/Release. Customer needs to subscribefor a specific OS/Platform/Release of choice to viewthe critical bugs. The dashboard will include thefollowing

Software Adoption Trends andBenchmarking. Analysis of software releaseupgrade trends observed in install base.Software usage benchmarks acrossplatforms and best practices

Software Release Bug Tracking. Periodicinsignts and tracking of critical bugs forspecified software release standards.Customers access to Dashboard will be validuntil the duration of the engagement. CiscoPlatforms and associated OS types deliveredthrough the dashboard are as follows.

ASR9K, CRS, NCS 6K Cisco IOS-XR Nexus 3K, 5K, 7K, 9K NX-OS 7600, 6500, Cat 2k,3k,4k IOS ASR1K IOS-XE

• Automated Software Risk Assessment andRecommendation Report

This report contains information on Cisco’s softwarerecommendation based on a customer’s request of afeature/release belonging to Cisco platform and willbe delivered to the customer through the SoftwareLifecycle Management Dashboard. The reportincludes the following:

Analysis of findings of Customer-specifictracks and release standards which mayinclude the following

Overall Software recommendation. Customer should test and consider.

Descriptions of new Software features Unresolved Software bugs to which

Customer may be exposed and if possible,appropriate workaround.

Software feature upgrade analysis ofidentified software versions relative to theCustomer’s current and future softwarefeature requirements

Critical Bug Notification. These alertsubscriptions inform the Customer aboutoccurrence, status change or resolution ofCritical issues on Cisco’s platforms based onCustomer’s platform of interest. The alertsinclude the following:

Provide periodic notifications alerting theCustomer of discovery, status change orresolution of critical bugs in the Softwarerelease tracks preferred by the Customer

Software Maintenance Update Notification

These alert subscriptions inform the Customerabout availability or modifications to the Software

Maintenance Updates on Cisco’s platforms based on Customer’s platform and release of interest. The alerts include the following: Provide periodic notifications alerting the

Customer of the availability of patch orsoftware maintenance update containing fixfor a specific bug/feature/software release ofinterest

• Validation and Test Cycle Review Standard

Cisco will consult with Customer via a series ofmeetings to develop a thorough understanding ofCustomer’s solution testing goals andrequirements, and generate a proposed TestPlan. Once agreed, Cisco will execute the testsdocumented in the Test Plan and report findingsto Customer. Validation and Testing Support mayinclude, among other information, the following:

Review of Customer’s testing goals andbusiness objectives for the solution;

Analysis of requirements such as softwarestrategy, platforms, topology, protocols, andconfigurations

Test Plan development or review/refineexisting test plan;

Schedule facilities, equipment andresources;

Test Set Up – Perform the Physical LabSetup;

Test Execution – Execute the Test Plan;and,

Test Results Analysis – Document theresults in a Test Report.

Validation-Test Cycle and Review - StandardSupport is estimated to last between 8 to 12weeks.

Validation and Testing Support is onlyavailable to certain geographic locations andwill be specified in the Quote for Services.

• Onsite Network Consulting Support.In addition to conditions defined in the “GeneralSupport” section, designate an engineer(“Advanced Services Engineer”) onsite atCustomer’s designated location to act as theprimary interface with Customer, providinggeneral advice and guidance related toCustomer’s Network. Customer directed tasks tobe performed by Advanced Services Engineerare subject to Cisco approval, which shall not beunreasonably withheld. An Onsite NetworkConsulting Support is only available to certaingeographic locations and will be specified in theQuote if provided. Where available, the followingmay include:

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o Ongoing, onsite support and technicalleadership from a local Cisco AdvancedServices Engineer available up for to fivedays per week (pending local workrestrictions) during Normal Business Hoursexcluding Cisco holidays, locally recognizedcountry holidays, vacation, and training days.

• Onsite Network Optimization Support.In addition to conditions defined in the “GeneralSupport” section, designate an engineer(“Advanced Services Engineer”) onsite atCustomer’s designated location to act as theprimary interface with Customer for its Network,providing general advice and guidance to leadthe delivery of the Network Optimization Serviceordered by Customer. Customer directed tasks tobe performed by Advanced Services Engineerare subject to Cisco approval, which shall not beunreasonably withheld. Onsite NetworkOptimization Support is only available to certaingeographic locations and will be specified in theQuote if provided. Where available, the followingmay include:

o Ongoing, onsite support and technicalleadership from a local Cisco AdvancedServices Engineer available up for to fivedays per week (pending local workrestrictions) during Normal Business Hoursexcluding Cisco holidays, locally recognizedcountry holidays, vacation, and training days.

• Scheduled Change Support

Provide Customer with remote resource to supportcritical scheduled changes, which may include:

One (1) eight (8) hour window per twenty-four(24) hour period.

• Cisco will make available, upon receipt of notless than twenty-one (21) days prior writtenrequest by Customer to Cisco, a designatedsupport contact that can consult with customer ona 24-hour 7-day standby basis to remotely assistCustomer in major Network service changes (forexample, major Hardware upgrade(s), major siteinstallation(s) and major configuration changes).Customer agrees to submit a detailed requestand schedule to Cisco prior to any such activity.The number of Events will vary depending on thesize of Customer Network Install Base andNetwork activity.

• Unscheduled Change Support

Provide a remote resource to provide support for anyunscheduled changes to Network to Customer tominimize the impact of individual device failures onthe overall Network. Customer must open a servicerequest with the Cisco‘s TAC prior to contacting the

Advanced Services Engineer for any unscheduled change support. To support any unscheduled changes to Network, Cisco will:

o Designate an engineer (“Cisco AdvancedServices Engineer”) to act as the primarytechnical contact to with Customer and CiscoTechnical Assistance Center (TAC).

o Provide technical evaluation of initial TACproblem diagnosis based on knowledge ofCustomer’s Network.

o Provide technical evaluation of proposedunscheduled change to Network.

o Provide technical representation in regularlyscheduled conference calls.

Continuous Learning

• Knowledge Transfer and Mentoring

Provide informal technical update training on a topicthat is mutually agreed upon and relevant to theProducts and Cisco technologies. The quantity oftraining sessions will be pre-determined in the Quotebased on Customer requirements and future plans.

• Technical Knowledge Library

Provide Technical Knowledge Library. The TechnicalKnowledge Library is made available by Ciscothrough either a web-based portal (“Portal”) or a Ciscocontent engine, which is placed on the CustomerNetwork. The Technical Knowledge Library is onlyavailable to certain geographic locations and will bespecified in the Quote if provided. Where available,the following is provided:

Installation, configuration, and testingassistance for the content engine; or, useraccount creation for the Portal

Initial assistance in getting the TechnicalKnowledge Library operational withappropriate authentication andauthorizations for user community

Content available to the specified number ofauthorized viewers

Multimedia clips in the form of video ondemand or audio on demand content

Customer-specific deliverables archive whendelivered as part of an Advanced Servicessubscription engagement

Sidebar content such as white papers, casestudies, design guides, configuration guides,troubleshooting guides, training documents,deployment guides, online textbooks and/ormanuals, or bumper clips

Listed web based trainings provided viaTechnical Knowledge Library to authorizedviewers

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Preventative maintenance in accordancewith Cisco’s normal maintenance schedulesand procedures

Troubleshooting assistance for issuessubmitted to Cisco

Updated content as Cisco may revise,update, and/or remove previously-releasedmultimedia clips and/or sidebar content(“updated content”) and whereby Customershould discontinue any use of supersededcontent

• Formal Training

Cisco will provide Formal Training sessions. The quantity of formal training sessions is pre-determined based on the Quote provided. Formal training sessions can be delivered on Customer premises. Sessions are selected from any course listed on ‘www.cisco.com/go/ase. Each course will have maximum of twelve (12) students and is only open to Customer.

• Virtual Training Session

Provide Virtual Training Sessions. The quantity of the sessions will be predetermined in the Quote provided by Cisco. Cisco will consult with Customer to identify requirements and topics on Advanced Technologies for virtual training sessions. Virtual Training Sessions are:

Delivered in English. Delivered to a maximum of 12 students. Delivered remotely and up to twelve (12)

hours in length (covered in two contiguous, 6hour day maximum). Lab exercises andsession materials can be included.

Relevant to the Cisco products andtechnologies as agreed to betweenCustomer and Cisco.

For a list of current supported topics go towww.cisco.com/go/ase and select ‘VirtualTraining Services.

• Curriculum Planning Review

The Curriculum Planning Review is comprised of theservice elements described in the Cisco CurriculumPlanning Review Service shown at<http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/curriculum_planning_review.pdf>, incorporated herein by reference.

Annual Assessment Service

• Operations Risk Management Assessment

Cisco will consult with Customer via a series of meetings to understand Customer’s operational practices. An Operations Risk Management Assessment may include, among other information, the following: • Review Customer’s operational processes

regarding incident management, problemmanagement, configuration management,change management, release management,Network performance and capacity management,availability management, service level management, Network resiliency, security management, IT service continuity management, and staffing

• Review Customer’s operational processes ofNetwork management systems tools andinstrumentation

• Report describing specific operationsoptimization recommendations based on industryleading practices

• IPv6 Architecture Strategy Assessment

IPv6 Architecture Strategy Assessment evaluates theCustomer’s network infrastructure and its ability tosupport IPv6. This service helps to determine thenetwork’s readiness to deploy IPv6 and provides anarchitecture strategy and recommendations and mayinclude amongst other information, the following: Consult with Customer via a series of meetings to

understand Customer’s business and technicalrequirements and goals for IPv6.

Perform an IPv6 architecture assessment onCustomer’s current network infrastructure.

Provide an IPv6 Architecture Strategy report iscomprised of the followingo Customer IPv6 requirements and goalso Analysis of findingso IPv6 architecture strategy proposal with

recommendations

• Network Resiliency Assessment

Cisco will consult with Customer via a series ofmeetings to understand Customer’s Networkarchitecture or design, primarily focusing on resiliencyand availability. A Network Resiliency Assessment willcontain recommendations to improve resiliency andavailability and may include, among other information: Review Customer’s Network architecture and

design specific to resiliency requirements Analysis of strategic locations within the IP

infrastructure examining topology, protocols,configurations, Network services, power, andenvironment

Report describing the analysis comparingCustomer’s current practices to Cisco’srecommended best practices andrecommendations to improve Network resiliency

Change and Release Management

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• Configuration Policy Remediation - Provide apredetermined set of custom policy audit scripts. Suchaudit scripts include, amongst other information, thefollowing:

• Report the collection on the key audit violations on theset of the network elements.

• Content available in different formats – online andoffline for authorized viewers.

• Customer – specific scripts based on theConfiguration Best Practices Report / Audit reportwhen delivered as a Cisco Services subscriptionengagement.

• Ability to remediate the fixes identified from of theaudit violation report.

• Software Deployment - Provide a predetermined set ofSoftware deployment scripts. Such Software deploymentscripts includes amongst other information, the following:

• Customer – specific scripts based on the Method ofProcedure document(s), when delivered as a part of aCisco Services subscription engagement.

• Detailed reports of the success of the Softwareupgrade activity.

• Software upgrade visual view delivered through thedashboard for authorized viewers.

• Flexible Support. Provides coverage for additionalCustomer-specific requirements such as onsite-visits,special considerations that needed to be taken intoaccount (to implement policy remediation and/or softwaredeployment) for mission-critical or high complex devices inthe network

EnergyWise Optimization Service

The EnergyWise Optimization Service is comprised of the service elements described in the Cisco EnergyWise Optimization Service shown at < http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/Cisco_EnergyWise_Optimization_Service.pdf>, incorporated herein by reference.

Customer Responsibilities

• General Responsibilities

o Designate at least two (2) but not more than six (6)technical representatives, who must be Customer'semployees in a centralized Network support center(Customer's technical assistance center), to act as theprimary technical interface to the Advanced ServicesEngineer. Customer will designate as contacts seniorengineers with the authority to make any necessarychanges to the Network configuration. One individual,who is a senior member of management or technicalstaff, will be designated as Customer’s primary pointof contact to manage the implementation of services

under this Service Description (e.g., chair the weekly conference calls, assist with prioritization of projects and activities).

o Within one (1) year from the commencement of theServices in this Service Description, Customer willhave at least one (1) Cisco Certified InternetworkingExpert ("CCIE") trained employee or one (1)employee that have achieved, in Cisco's soledetermination, an equal standard through training andexperience as designated contacts.

o Customer's technical assistance center shall maintaincentralized network management for its Networksupported under this Service Description, capable ofproviding Level 1 and Level 2 support.

o Provide reasonable electronic access to Customer'sNetwork to allow the Advanced Services Engineer toprovide support.

o Data Collection Tools. Customer shall ensure thatsuch Data Collection Tools or scripts are under lockand key and with access restricted to those Customeremployee(s) or contractor(s) who have a need toaccess the Data Collection Tools and/or a need toknow the contents of the output of Data CollectionTools. In the event Data Collection Tool provided byCisco is Software, Customer agrees to makeappropriate computers available and downloadSoftware as needed. Customer shall remainresponsible for any damage to or loss or theft of theData Collection Tools while in Customer’s custody.

Initial Set-up (One Time). If Cisco provides DataCollection Tools or scripts located at Customer'ssite, an initial set-up is required by Customer andthe following must be performed:

- Complete the Data Collection Tools installationquestionnaire and return it together with theData Collection Tools system configuration (IPaddress, netmask, hostname, etc) to theAdvanced Services Engineer.

- Install the Data Collection Tool in a securearea with limited physical access.

- Connect the Data Collection Tool to theNetwork. Secure it behind Customer’scorporate firewall.

- Provide remote access to Data CollectionTools (Virtual private Network (VPN) access tothe Graphical User Interface (GUI) is preferred)for use by Cisco to install, troubleshoot, andmaintain the Data Collection Tools. SSH,Telnet, or dial are other options but VPN isrecommended.

- Provide Data Collection Tools with HTTPS(SSL) access back to Cisco CCO/CCX servers

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located at nettools-upload.cisco.com for daily data uploads. HTTP/FTP/PFTP may be used but Cisco strongly recommends HTTPS (SSL).

- Provide Data Collection Tools with SSH to thenettools-upload.cisco.com server to supportthe transfer of Data Collection Tools patches,Solaris security patches, and Rule BasedMarkup Language (RBML) update packages.FTP may be used but Cisco stronglyrecommends use of SSH.

- Provide Data Collection Tools with SNMP andCommand Line Interface (CLI) access to allProduct(s) in the Network. This is needed tofacilitate collection of inventory andconfiguration information.

- Provide Data Collection Tools with the NetworkProduct list in Seedfile format containingSNMP Read Only (RO) community string andCLI (vty/enable or TACACS uid/pwd) foraccess to all Product(s) in the Network. This isneeded to create the Data Collection ToolsSeedfile.

- Provide Syslog server and upload information.

Data Collection Tool Management (Ongoing). Inthe event Data Collection Tools are installed onNetwork by either Cisco or Customer, thefollowing items must be performed on a regularor as needed basis by Customer to support theoperation of Data Collection Tools in theNetwork:

- Notify Cisco about changes made to theNetwork such as Product(s) added/deleted andchanges made to Product credentials.

- Fix access problems (Access Control List’s,firewall, etc) that may periodically occurbetween Data Collection Tools and theProduct(s) in the Network.

- Fix data communication problems that preventData Collection Tools from uploading data toCisco or prevent the remote maintenance ofthe Data Collection Tools.

- When performing Network audits, Ciscorecommends the number of changes made tothe Product(s) that are being audited isminimized while the Network audit data isbeing collected (1-day or 7-day period). Iffeasible, no configuration changes should bemade in order to avoid erroneous Networkaudit results.

- Notify the Advanced Services Engineer whenchanges are made to Syslog, DNS, proxy andgateway servers IP address.

o Provide a Network topology map, configurationinformation, and information of new features beingimplemented as needed.

o Notify Advanced Services Engineer of any majorNetwork changes (e.g., topology, configuration, newIOS releases.).

o In the event the Network composition is altered, afterthe selected Services in this Service Description arein effect, Customer is responsible to notify Cisco inwriting within ten days (10) of the change. Cisco mayrequire modifications to the fee if the Networkcomposition has increased beyond the original pricingquote for Services.

o Create and manage an internal email alias forcommunication with Advances Services Engineer.

o Retain overall responsibility for any business processimpact and any process change implementations.

Architecture Strategy

IPv6 Architecture Strategy Assessment

o Consult with Cisco via a series of meetings to discussbusiness and technical requirements and goals forIPv6.

o Provide information on current network infrastructure,which may include diagrams and topologies.

Network Support

• Design Support. In addition to the GeneralResponsibilities, Customer shall provide the following:

o Provide a document describing a specific set oftechnical requirements and design goals. Thelevel of details must be sufficient to be used asinput to a design and implementation plan.

o Ensure key detailed design stakeholders anddecision-makers are available to participateduring the course of the Service.

o Provide or extract additional information requiredin the design effort (e.g., current and plannedtraffic characteristics).

o Any documentation of business requirements andtechnical requirements for the new design.

o Any Information on Information on current andplanned traffic characteristics or constraints

• Software Support. In addition to the GeneralResponsibilities, Customer shall provide the following:

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o Information on current releases running in theNetwork and current configuration templates.

o Information on Customer business and technicalrequirements for new Software releases.

o Information on planned changes. Newtechnology applications or major design changes(short term and long term). Contact informationand Customer escalation process.

o Information on Customer certification processand lab testing process.

o Information on Customer change control process.

• Network Health Checks. In addition to the GeneralResponsibilities, Customer shall provide the following:

o Information on any service level agreements orNetwork performance requirements.

o Information on critical applications supported bythe Network.

o Information on expected Network growth andapplication mix changes.

o Data collection activities as needed to facilitate aspecific Cisco analyses.

o Allow a Data Collection Tool to be installed onCustomer Network in order to capture relevantNetwork data.

• Network Change Support. In addition to the GeneralResponsibilities, Customer shall provide the following:

o Designate person(s) from within its technicalsupport organization to serve as a liaison to theAdvanced Services Engineer.

o Provide its designated person(s) with instructionson process and procedure to engage theAdvanced Services Engineer.

o Information on architecture (which may includeremote sites and size of remote sites).

o Identify low risk and high risk areas of theNetwork based on their Network traffic.

o Information on Customer Implementation planand deployment schedule.

o Maintenance window information and any otherconstraints.

o Information on Customer change control process.

o Contact information and customer escalationprocess.

o Review details of planned changes withAdvanced Services Engineer.

o Advise Cisco of its standard operatingprocedures related to its business practices, itsinternal operational nomenclature and Network toallow Cisco to effectively communicate anddiscuss changes with Customer in the context ofCustomer’s business environment.

o Provide all necessary information to enable Ciscoto perform root cause analysis.

o Provide reasonable electronic access toCustomer's Network to assist Cisco in providingsupport.

Onsite Network Optimization Support and Onsite Network Consulting Support

o Provide Advanced Services Engineer withreasonable access to computer equipment,workstation, facilities, workspace and telephone

o Provide badge to Advanced Services Engineer toenable unescorted access into Customerbuildings

o Involve Advanced Services Engineer in Networkinfrastructure planning and operations

o Unless otherwise agreed to by the parties,Customer shall respond within two (2) businessdays of Cisco’s request for documentation orinformation needed during performance of theService

o For the Project shall provide reasonable accessto computer equipment, facilities, work-space andtelephone for Onsite TAC engineer’s use duringthe project

Continuous Learning

• Knowledge Transfer and Mentoring. In addition tothe General Responsibilities, Customer shall provide:

o Details on desired topics Customer wants to seecovered through knowledge transfer andmentoring, with background information on theskill sets of the audience or mentoring programparticipants.

o Ensure that facilities and equipment are availableto host the informal technical update sessions.

• Technical Knowledge Library. In addition to theGeneral Responsibilities, Customer shall provide:

o Customer is responsible for installation of theContent Engine or testing of the Portal interface,depending on which method for delivery isselected by Cisco., If the Content Engine deliverymethod is selected by Cisco, the Customer isalso responsible for power and surge protection,security, Network connection, IP address

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assignment, and any required firewall or Access Control List changes required on Customer’s Network in order for the Services to be provided by Cisco and to provide Cisco with the necessary remote access to Cisco equipment.

o Provide shipment contact information such as:contact name, title, address, telephone number,e-mail address, and fax number.

o For the Content Engine delivery method, provideCisco physical and remote access to the ContentEngines(s) and all related hardware, asreasonably requested by Cisco, to provide,support, and maintain the Content Engine. Thefollowing TCP/IP ports are required for outboundremote access initiated from Content Engine onCustomer premises:

HTTPS/SSL (TCP 443) SSH (TCP 22) HTTP (TCP 80); possibly required DNS (UDP 53); possibly required

o Install and remove the Content Engine.

o Notify Cisco of any technical support requests ortroubleshooting issues related to the Services.

• Formal Training and Virtual Training Sessions. Theformal training offering, also known as "Private Courses"and virtual training sessions are defined as closedenrollment courses delivered to Customer. Each type ofsession is provided only to Customer students

o General.

Each event can support up to a maximum of 12students.

Customer will ensure that all students will havecomputers provided by Customer for use in classas needed to support labs. Customer providedcomputers must meet the minimum requirementsfor lab access for the course.

Customer may cancel a Private Course or virtualtraining session at any time for any reason uponwritten notice to the Cisco point of contact.Cancellations made within thirty (30) businessdays of the first day of class will, at Cisco’s solediscretion, result in rescheduling, if possible byCisco, or Cisco shall deem the class as havingbeen completed with no further obligation withrespect to such cancelled class. If Cisco mustcancel a course offering, then Cisco’s shall eitherattempt to reschedule the class, subject toresource availability, or issue a credit in theamount of the course fee to be applied towardsfuture purchases by Customer.

o For each student, provide remote access to

instructional lab facilities as required, to enable access to the Internet, including static IP addresses when required.

o For virtual course delivery, agree to temporaryuse of Cisco’s VPN AnyConnect client softwareto enable secured VPN access to lab facilities forcourse duration. Customer acknowledges that itspersonnel will be required to accept licensingterms as part of client software download andsuch terms can be reviewed atwww.cisco.com/go/ase.

o Agree that all instructional content is the soleproperty of Cisco and/or Cisco subcontractorsand are exclusively for the benefit of the courseattendee only and for his/her internal use andshall not be reproduced in any way and shallalways be subject to both confidentiality and IPRprovisions in the Cisco Advanced ServicesNetwork Optimization Service Master ServicesAgreement appendix/addendum.

o Completion. Formal Training and virtual trainingsessions shall be deemed complete upon thecompletion of the course as evidenced by thecompleted course roster provided to Customer.

o Facilities for Formal Training Sessions.

Customer will provide classroom facilities for allPrivate Courses delivered by Cisco.

The room must be dedicated to the class, withplenty of table space for each student.

Each student requires a clear view of theprojection system and whiteboards. Customer isresponsible for receiving the Cisco providedequipment, tracking and maintaining it until thedelivery of Formal Training, and will assist withequipment setup.

Customer will provide Cisco access to the facilityat least one day prior to the first day of coursedelivery.

Customer will provide Cisco with access totelephone and network connectivity whenengagement is held at a Customer facility. Ifremote access and/or internet connectivity isrequired, Customer will provide that connectivityand static IP addresses as required.

Customer will provide access to the World WideWeb via telnet services. Cisco will provide the IPaddress to Customer to sample the ability to gainaccess past any corporate firewalls.

Customer will provide an extra Ethernetconnection at the front of the room for theinstructor. It is a standard part of the instructor's

http://www.cisco.com/go/ase

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presentation to present the slide portion of the lecture and then demonstrate actions to the students prior to the students performing labs.

VGA or SVGA projection system (either aProjection Panel combined with an overheadprojector, or LCD projector) to be connected tothe external monitor port of the Instructor's IBM-compatible computer.

Minimum of 2 whiteboards, each approximately 4foot by 6 foot (three whiteboards are preferred).These whiteboards should be usable even whenthe projection system is simultaneously active.

o Classroom Checklist. For each course, Customer willprovide, the following administrative items, some ofwhich may be provided by the students.

Notepads for students, writing tools for studentsand instructor (highlighters and pens),

Whiteboard markers and eraser available inclassroom

Extra overhead projector bulb (if used) in theclassroom

Name tents for students

Analytics

Foundational Analytics Foundational Analytics identifies deficiencies and potential risks that should be resolved to help optimize availability and performance of the Cisco infrastructure and application environment. Foundational Analytics also helps assess the effectiveness of the Cisco environment for purposes of planning current and future changes based on evolving business imperatives and requirements.

Foundational Analytics involves collection and analysis of data as part of a periodic examination of post deployment, or audited environments, that require additional examination guided by Customer needs and concerns.

Cisco responsibilities • Conduct interviews with administrative and

operational personnel for information gathering andanalysis

• Establish Foundational Analytics requirements andstrategies

• Cisco will consult with Customer via a series ofmeetings to develop a thorough understanding ofCustomer’s Software release and conformanceobjectives such as but not limited to:

o Customer’s current practices for establishingand managing software release standardsand conformance

o Software selection process and softwaremigration triggers

• Cisco data collection is required and provided byCisco to gather the following information:

o Design and configuration datao Hardware and software levelso Diagnostic informationo Baseline of Customer’s standards and

conformance of deployed software releasestandards & objectives, requirements andstrategies

o Criteria for grouping of software releases intoCustomer-specific tracks and releasestandards

• Analyze information from data collected and identifydeficiencies and potential risks based on Ciscoleading practices

• Provide a Cisco Cloud Hosted Analytics & InsightsPortal for delivering Foundational Analytics andrecommendations which includes the following:

o Assist Customer in account creation for thePortal

o Make content available for up to fiveCustomer personnel as Portaladministrators.

o Provide preventative maintenance inaccordance with Cisco’s normalmaintenance schedules and procedures.

o Provide technical assistance to theCustomer as Cisco may deem necessary toproperly provide the Portal

o Cisco Cloud Hosted Analytics & Insightsbased on information gathered, analysis offindings and ongoing actionable insights andrecommendations for the following standardfeatures:• Configuration Best Practices• Policy Configuration Conformance• Hardware Lifecycle Milestones• Diagnostic Analysis &

Recommendations• Field Notices where applicable• Software Track Conformance• PSIRTs Analysis where applicable

• Conduct up to two hourly remote collaborativesessions per month with the key personnel to reviewkey actionable insights from the Cisco Analytics &Insights Portal and determine next steps

Deliverables: • Cisco Cloud Hosted Analytics & Insights Portal

Customer responsibilities: In addition to the Customer General Responsibilities, the following Cisco Cloud Hosted Analytics & Insights Portal specific responsibilities apply: • Customer’s use of the Cisco Cloud Hosted Analytics

and Insights Portal is subject to the Universal CloudTerms located athttp://www.cisco.com/c/en/us/products/universal-cloud-agreement.html, which is incorporated hereinby reference.

http://www.cisco.com/c/en/us/products/universal-cloud-agreement.html

http://www.cisco.com/c/en/us/products/universal-cloud-agreement.html

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• Customer is responsible for testing of the Portalinterface

• Customer is responsible for security, networkconnection, IP address assignment and any requiredfirewall or Access Control List changes required onCustomer’s network in order for the end-users toaccess the Portal.

• Designate & provide list of up to five persons, asPortal Administrators, to be responsible formanagement of portal accounts.

• For the Customer Portal Administrators, provide on-boarding information as follows: contact name, title,Email-IDs, address, telephone number, e-mailaddress of primary and secondary team lead ormanager

• Participate in collaborative sessions with Cisco todiscuss Cisco recommendations.

• Notify Cisco of any technical support requests ortroubleshooting issues related to the Portal

On-Prem Analytics OnPrem Analytics identifies deficiencies and potential risks which should be resolved to optimize availability and performance of the Cisco infrastructure and application environment. OnPrem Analytics also helps assess the effectiveness of the Cisco environment for purposes of planning current and future changes based on evolving business imperatives and requirements.

OnPrem Analytics involves collection and analysis of data as part of a periodic examination of post deployment, or audited environments, that require additional examination guided by Customer needs and concerns. OnPrem Analytics Tool is designed to collect and analyze customer data on-premise, the data never leaves the customer site.

Cisco responsibilities • Conduct interviews with administrative and

operational personnel for information gathering andanalysis

• Establish OnPrem Analytics requirements andstrategies

• Cisco will consult with Customer via a series ofmeetings to develop a thorough understanding ofCustomer’s Software release and conformanceobjectives such as but not limited to:

o Customer’s current practices for establishingand managing software release standardsand conformance

o Software selection process and softwaremigration triggers

• Provide a Cisco OnPrem Analytics Tool (softwareonly) for gathering the following:

o Design and configuration datao Hardware and software levelso Baseline of Customer’s standards and

conformance of deployed software releasestandards & objectives, requirements andstrategies

o Criteria for grouping of software releases intoCustomer-specific tracks and releasestandards

• Provide Cisco OnPrem Analytics Tools(Software Only) Cisco identify as appropriate forNetwork data collection and analysis during the Termof the Services.

• Cisco will require access to Ciscoapproved Customer-provided hardware to Install,update and maintain the Cisco OnPrem AnalyticsSoftware.

• Analyze information from data collected and identifydeficiencies and potential risks based on Ciscopractices

• Provide Following Reports based on informationgathered, analysis of findings and recommendationswhich include the following:

o Configuration Best Practiceso Hardware Lifecycle Milestoneso Field Notices where applicableo Software Track Conformance Reporto PSIRTs where applicable

Deliverables: • Configuration Best Practices Report• Hardware Lifecycle Milestones Report• Field Notices where applicable Report• Software Track Conformance Report• PSIRTs where applicable Report

Customer Responsibilities: • Customer agrees and acknowledges to purchase,

install and make available Cisco supported Hardwarefor Cisco OnPrem Analytics Tool (Software onlyprovided by Cisco) within 30 days of commencementof the Service.

• Customer agrees and acknowledges to maintainCisco approved Hardware and Hardware support andmaintenance contract separate from Servicespurchased under this Service Description.

• Customer acknowledges and agrees Cisco shallretain full right, title, and interest to the Cisco OnPremAnalytics Software.

• Customer must provide, install, maintain and grantCisco remote and physical access to Cisco-approvedUnified Communication Server (UCS) Hardware thatwill be used by Cisco to operate the Cisco OnPremAnalytics Tool. Only Cisco personnel will have accessto the Cisco OnPrem Analytics Tool software.

• Customer shall remain responsible for any damage toor loss or theft of the Cisco OnPrem Analytics Toolwhile in Customer’s custody.

• Customer shall ensure that such Cisco OnPremAnalytics Tool is under lock and key and with accessrestricted to those Customer employee(s) orcontractor(s) who have a need to access the CiscoOnPrem Analytics Tool and/or a need to know thecontents of the output of Cisco OnPrem AnalyticsTool.

• Initial Set-up (One Time) Cisco OnPrem AnalyticsTool located at Customer's site, an initial set-up isrequired and the following must be performed:

o Complete the Cisco OnPrem Analytics Toolinstallation and system configuration

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questionnaire(s) (i.e. IP address, netmask, hostname, etc.) and return to the Advanced Services Engineer.

o Install the Cisco OnPrem Analytics Toolhardware in a secure area with controlledphysical access.

o Connect the Cisco OnPrem Analytics Toolhardware to the Network.

o Secure the Cisco OnPrem Analytics Toolbehind Customer’s corporate firewall.

o Provide access to Cisco OnPrem AnalyticsTool for use by Cisco to install, troubleshoot,maintain and produce deliverables describedwithin the Services description; for remoteaccess, SSH, Telnet, and/or dial are options,but virtual private network (VPN) access tothe Cisco OnPrem Analytics Tool ispreferred and recommended.

• When applicable, provide Cisco OnPrem AnalyticsTool access to support the transfer of Cisco OnPremAnalytics software patches, security patches, andRules Based Markup Language (RBML) updatepackages.

• Provide Cisco OnPrem Analytics Tool with SNMP andCommand Line Interface (CLI) access to allProduct(s) in the Network (necessary to facilitatecollection and analysis of inventory, software andconfiguration information).

Automated Fault Detection and Service Request Notification Automated Fault Detection and Service Request Notification analyzes device syslog using rules and algorithms to detect software, hardware and configuration faults in the network and deliver remediation automatically to the customer. Syslogs are monitored in near real-time to detect sequences indicating a fault has happened or is eminent. When detection occurs, the system collects device data that is required for problem resolution and uses it to open a case with Cisco support. This speeds resolution and help customer focus on what is critical.

Deliverable Quarterly Fault Detection and Service Request Report listing the number and type of faults detected, support cases opened and support case status.

Cisco Responsibilities • Cisco shall explain system deployment and operational

requirements to the customer in a meeting with customer-designated personnel.

• Cisco shall configure and deploy Automated FaultDetection and Service Request Notification VirtualMachine in customer’s network to process syslogs andopen support cases.

• Cisco shall inform customer of faults found and supportcases opened using automated email sent to customerdesignated address (es).

• Cisco shall update managed device information on theAutomated Fault Detection and Service Request

Notification server, based on customer supplied information as often as once per week. Cisco shall deliver a Fault Detection and Service Request Report quarterly, listing the number and type of faults detected; support cases opened and support case status. The report will be delivered electronically and may include up one hour of remote consultation with a Cisco network engineer.

Customer Responsibilities • Customer will provide Cisco with device list and access

credentials for all network devices under service.Customer will update said list promptly when networkchanges occur. This may be done via API to CiscoNetwork Collections device, if present, or by formattedelectronic record provided to Cisco personnel.

• Customer shall allow collection of device serial numbersand product IDs by Cisco Network Collections device.

• Customer shall allow the use of aforementioned data toconfigure the Automated Fault Detection and ServiceRequest Notification server.

• Customer will provide specified deployment and runtimeenvironment for Cisco Automated Fault Detection andService Request Notification Server virtual machine.

• Customer shall provide Cisco Automated Fault Detectionand Service Request Notification Server withcommunications access to devices under service forcollection of configuration and status data.

• Customer will provide Cisco Automated Fault Detectionand Service Request Notification Server with encryptedcommunications access to Cisco hosted servers for thepurpose of support case management and softwareupdates to Automated Fault Detection and ServiceRequest Notification software.

• Customer shall configure devices under service to sendsyslog messages to a syslog server and configure syslogserver to forward the syslog events to Automated FaultDetection and Service Request Notification virtualmachine.

• Provide access to email server for Automated FaultDetection and Service Request Notification Server andemail addresses to send notification mails to.

• Customer may integrate Alarm management system withCisco Automated Fault Detection and Service RequestNotification using Rest API, if desired. Cisco will notperform this workCustomer shall provide access to Cisco Network CollectorAPIs, if deployed

Annual Assessments

• Operational Assessment

o Designate a program manager to act as thesingle point of contact to which all Ciscocommunications may be addressed, having anappropriate level of Network experience. Suchperson shall act as Customer’s host for onsiteassessment activity to coordinate facility access,conference rooms, phone access and staffscheduling.

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o Ensure key engineering, networking andoperational personnel are available to participatein interview sessions as required by Cisco insupport of an assessment. Review assessmentreport and suggestions provided by Cisco.

o Assessment data collection support.

Customer agrees to make its production, andif applicable, test Network environmentavailable for installation of Data CollectionTools. Customer shall ensure that Cisco hasall relevant Product information needed foran assessment.

Customer shall advise Cisco immediately ofall adds, moves and changes of the Productwithin Customer’s Network.

Assemble all necessary Network availabilitydata to enable Cisco to calculate quarterlyNetwork availability. The type of datarequired to perform the calculations includesthe following:

• Outage Start Time (date/time)• Service Restore Time (date/time)• Problem Description• Root Cause• Resolution• Number of end users impacted• Equipment Model• Component/Part• Planned maintenance

activity/unplanned activity• Total end user/ports on network