Direct Support

WebEx Cloud Connected Audio Enterprise

Gautam Guptagautgupt@cisco.com

June 2015

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Cloud Connected Audio (CCA) – At A Glance

• Cloud Connected Audio (CCA) is a natively integrated audio conferencing solution for Cisco WebEx® meetings, delivered over a hybrid deployment model and provides all the market-leading features, functionality, user experience and mobility support of WebEx conferencing.

• CCA extends the functionality of Cisco® Unified Communications Manager and incorporates premise-based equipment to connect customer to a Cisco Collaboration Cloud data center using dedicated SIP trunks.

• Call routing is performed on premises, call signaling and audio traffic occurs over the IP link, and call mixing is done in the Cisco WebEx cloud.

• Default service DMARC of the solution is peering router in WebEx Cloud.

Cisco WebEx Cloud

SME Cluster

Customer’s Network

Customer DC1

Customer DC2

ActiveCUBE

ActivePeering

Link

ActivePeering

LinkActiveCUBE

PSTN

MediaGateway

Default Service DMARC

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Two Day 2 Support Levels

• Included in CCA port price

• Service DMARC – Peering router in WebEx Cloud

• 24 X 7 phone support – Tier 2 and beyond

• Tier 1 support to be provided by customer’s IT helpdesk

Enterprise Direct Support• Customer to purchase at an

additional per port price per month

• Extend the service DMARC to on-premise Customer CUBE

• Three support offerings• CUBE Management

• Voice Quality Monitoring

• Tier 1 Helpdesk

Cisco Managed Service

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• WebEx Meeting Cloud Service Support• WebEx Audio Cloud Service Support• Productivity Tools• WebEx Mobility• Where: up to the DMARC of the CCA IPOP(s)

inclusive of CUBE architecture and upstream architecture that the customer connects to. Support from one team, one phone number

Cisco WebEx Cloud

SME Cluster

Customer’s Network

Customer DC1

Customer DC2

ActiveCUBE

ActivePeering

Link

ActivePeering

LinkActiveCUBE

PSTNMedia

Gateway

Default Service DMARC

• WebEx Audio Traffic flow from the IPOP through leased lines and into Customer premise.

• Customer, with the assistance of Cisco Multi-Service TAC, will support hardware and software on the CUBE and SME components that are on customer premise

• Customer will support the WebEx Meeting Service data from customer premise out to the publically available internet

WebEx Technical Support Scope

Customer Responsibility

CCA Enterprise Direct Support - Scope

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CCA Enterprise Direct SupportSupport & Escalation Flow

Technical & Executive Team

Cu

stom

er’s IT

o

r 3rd P

arty

Ve

nd

or

Tier 3 & Beyond

CC

A E

nte

rprise

S

up

po

rt

Tier 2

WebEx Operations & Engineering

Customer User

Tier 1 Customer Helpdesk

WebEx Technical Support

• WebEx TS will provide support as a Tier 2 Helpdesk for Customer Tier 1 Helpdesk

• All Tier 2 Helpdesk to Helpdesk support is 24x7x365 Support

• Customer will be required to support Tier 1 Helpdesk Support Requests

• Customer may provide 3rd Party Vendor resources to support customer On-Premise Equipment and Connectivity to the Cisco WebEx IPOP in conjunction with the WebEx TS team.

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CCA Enterprise Direct SupportSupport for Customer’s 3rd Party Vendor

WebEx TS will work with Customer’s 3rd party vendor partner as point of contact for Customer Technical and/or IT team to provide support for all WebEx Cloud Services (Meeting, Audio, etc) up to and inclusive of the Cisco WebEx IPOP.

Customer’s 3rd Party Vendor will assume responsibility for support for Customer Data connectivity to IPOP from Customer Technical Team

Customer’s 3rd Party Vendor will assume responsibility for support of customer On-Premise equipment such as CUBE or SME devices, working with CISCO Multi-Service TAC as needed and coordinating troubleshooting with WebEx TS

Customer’s 3rd Party Vendor will essentially be an overlay over Customer IT/Technical Teams and follow the same support agreements as documented here.

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WebEx TS: Incident ManagementSupport Activities inclusive of Incident Management

TS will assist Customer with analysis of suggested fix by WebEx Cloud Services relative to the customer environment.

TS will assist Customer with validation testing for any proposed solution for CCA. TS will communicate to the customer a summary of a customer impacting issue,

how the issue arose, status of root cause analysis, actions taken and how similar issues will be prevented in the future.

TS will analyze current and historical data to identify and resolve recurring and/or potential incidents

TS will help analyze customer use cases as they relate to CCA in order to provide feedback to help minimize or prevent conflicts with the CCA service capabilities.

TS will expedite and communicate to the customer technical teams any incident that WebEx is aware of that will impact the customers experience within the below documented SLAs. Customer will be required to maintain accurate customer contact information in order for this process to be effective.

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WebEx TS: Change ManagementSupport Activities inclusive of Change Management

WebEx TS will provide advanced notice of Service-affecting changes to the Conferencing Service within the WebEx Cloud as follows:

Planned changes: 14 days or greater Emergency changes: less than 24 hours

WebEx TS will assist customer in analyzing service-affecting changes, work through potential back up plans and roll back plans and any changes to customer use case necessitated by potential change.

WebEx TS will assist customer in coordinating major service changes should they be necessary along with the Customer Success Manager and extended account teams.

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Planned Activity

New Releases & Migrations

(1-2 week Notification)*

Planned Maintenance

(1 Week Notification)

Unplanned Service Interruption

or

Emergency Patch Deployment

Customer Service Bulletin (+ High Touch Notifications)

(10 minute initial SLA w/ recurring

updates)

Emergency Maintenance Notification

(Sent as early as possible)

* Lock down will prevent site from standard upgrade process

External Customer Communications Types

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Enterprise Support Severity Levels