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GEMSS for U.S. Air Force
& Space Force

Department of the Air Force (DAF) Global Enterprise Modernization Software and Support (GEMSS) Program
Licensing Portal
Email GEMSS Team
Submit TAC Request

DAF GEMSS Overview

The Global Enterprise Modernization Software and Support (GEMSS) program offers SmartNet Total Care coverage for all Cisco devices and Catalyst-based device licensing, specifically for the Air Force and Space Force.

With GEMSS, users gain access to unlimited technical support, advanced licensing options, and tools to optimize their Cisco ecosystem.

Cisco is partnered with the prime contract holder, Iron Bow Technologies. Combined, we provide support over the life of the contract.

What is included in GEMSS?

Comprehensive Software & Support

SmartNet Total Care (SNTC):

  • Unlimited Technical Assistance Center (TAC) support for resolving device issues.
  • Unlimited device replacements for defective hardware.
  • Unlimited software downloads to enhance cybersecurity across the Cisco ecosystem.

DNA-Advantage Licensing:

  • Supports Catalyst-based routers, switches, and wireless devices.
  • Includes Catalyst Center software for monitoring, configuration, backups, and management of the Cisco ecosystem.

Cisco Training:

  • Cisco Learning Credits (Cisco University, Cisco Exam tokens, Instructor Led Classes, and attend Cisco Live)
  • Cisco Modeling Labs (Enterprise and Educational)

How to Make Requests

Account and Device Management

All units manage their virtual accounts, user access, devices, and licenses through the  Cisco Software Central website.

  • Each unit is assigned a Virtual Account under a MAJCOM or FLDCMD Parent Virtual Account.
  • All accounts are consolidated under the single DAF Smart Account.
  • Units should contact their MAJCOM or FLDCMD GEMSS Admin or the GEMSS Team with any issues.

Note: Devices and licenses outside the DAF Smart Account are not covered by GEMSS.

 

Get Started with GEMSS

  • Create a Cisco Connection Online ID (CCO ID) associated with a “.mil” email address by creating an account at Cisco.com.
  • Email the GEMSS Team to access, change, or remove a CCO ID to a Virtual Account.
  • Access the Unit’s Virtual Account through the Cisco Software Central website.
  • Visit the Licensing Portal for license generation and smart account creation.
  • Explore the GEMSS program benefits to optimize your Cisco ecosystem support.

 

GEMSS-Logo

 

Technical Assistance Center (TAC)

When issues arise with Cisco devices that cannot be resolved internally, the Technical Assistance Center (TAC) is available for support.

How to Contact TAC

  • Phone Support: Call 1-800-553-2447, option 1.
  • Online Support: Cases can also be opened online; however, for Severity Code 1 (S1) and Severity Code 2 (S2) issues, it is recommended to call for urgent assistance.

 

Severity Codes and Response Times

Severity 1 (S1):
  • Network or environment is down, critically impacting operations.
  • Full-time resources from both you and Cisco will be committed.
  • Resolution Time: 4 hours.

Severity 2 (S2):
  • Severe degradation of network operations.
  • Full-time resources during business hours will be committed.
  • Resolution Time: 8 hours.

Severity 3 (S3):
  • Operational performance is impaired but not critical.
  • Resources during standard business hours will be allocated.

Severity 4 (S4):
  • Non-critical issues like product information, installation, or configuration assistance.
  • Little to no operational impact.

Tip: Maintain an up-to-date inventory of devices in the Cisco Software Central website for faster resolution and replacement logistics.

 

Device Replacement

If a device is deemed defective during TAC discussions, a replacement process will begin.

  • Replacement devices must be included in the Virtual Account.
  • The closest replacement device will be located, packaged, and shipped immediately.
  • Once the new device arrives, the network technician works with TAC support to configure and install it.
  • Defective device must not be an unsupported device (not reached Last Day of Support date).

 

Software Downloads

To minimize cybersecurity risks, GEMSS offers unlimited software downloads for all Cisco devices, including:

  • Operating system updates.
  • Hotfixes.
  • Cybersecurity patches.

Note: GEMSS also includes unlimited use of Catalyst Center software to manage, configure, backup, and restore Cisco ecosystems.

 

Licenses

The GEMSS program provides DNA-Advantage tier licenses for covered devices.

How to Verify Coverage

  • Check the Standard Operating Procedures in the DAF GEMSS Resources links.
  • Use the Cisco Compatibility Matrix website to verify.
  • Look for a “Y” under the Cisco DNA Advantage License column for the device in question.

Questions? Contact the GEMSS team at GEMSS@IronBow.com for assistance.

Ready to leverage GEMSS?

Call TAC for urgent support:
1-800-553-2447 (option 1) or

Get in touch with our team by reaching out below.
let's talk