Cisco Configuration Guides
INTENT BASED NETWORKING
DNA-C END USER GUIDES
DNA LICENSING
SWITCHING DATA SHEET
SD-ACCESS ORDERING GUIDE
ROUTING/SD-WAN ORDERING GUIDE
GEMSS FAQs
WHAT IS GLOBAL ENTERPRISE MODERNIZATION SOFTWARE AND SUPPORT (GEMSS)?
The Cisco GEMSS is a modernized support contract that expands the Air Force and Space Force's access to technical services and enables them to consume unlimited software and licenses for Cisco routing, switching, and wireless technology.
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?
Software
Cisco Commercial off-the-shelf (COTS) Networking Enterprise Agreement
Support
Cisco SmartNet Tool Care (SNTC) and Cisco Software Support (SWSS)
Advanced Services
Cisco Advance Services delivered by cleared Cisco operations managers and network engineers
WHAT IS JELA TO GEMSS?
In June 2019, Defense Information Technology Contracting Organization (DITCO) contracted with Cisco for Joint Enterprise License Agreement (JELA) which provided enterprise-wide technical support and services that included access to training, High Touch Technical Services (HTTS) and Consulting services.
This allowed all Department of Defense (DoD) organizations that enrolled in the contract to access Cisco SmartNet Total Care for all eligible Cisco branded equipment.
With continuous innovation and agencies moving away from hardware-centric purchasing, Cisco and DITCO, in collaboration with PEO Digital, signed a new agreement in June 2021: The Cisco Global Enterprise Modernization Software and Services (GEMSS).
This transition to GEMSS allows the USAF and US Space Force to gain real-time access to software innovation combined with Cisco Network Consulting Engineers (NCE) to assist in the transformation over the next five years.
WHAT IS THE LIFESPAN OF THIS CONTRACT?
Together, Cisco and Iron Bow are working to support GEMSS and accelerate outcomes through April 2026.
HOW DO I USE THE LICENSE I PURCHASED?
Any new purchases will require the use of Smart Account Domain: en-ea.us.af.mil and Virtual Account: MAJCOM and Unit, which will automatically deposit the correct DNA Advanced licensing in the Smart Account once the products ship. Existing hardware will continue to have the licensing purchased originally, but if additional licensing is needed, customers will have to go to the Iron Bow GEMSS Portal (ironbow.servicenowservices.com/gemss) and request licenses be deposited into the corresponding virtual account.
Technical Support
HOW TO OPEN SERVICE REQUESTS WITH CISCO TECHNICAL ASSISTANCE CENTER
Severity Levels 1 and 2
- Call the TAC at 800-553-2447, Option 1.
- Live customer hand-off to Cisco engineer
Severity Levels 3 and 4
Open your service request using the online tool: mycase.cloudapps.cisco.com/case
Information Needed to Open a Service Request
- Your Cisco.com ID and contact information (full name)
- Severity of your service request (see Severity Levels listed below)
- Preferred contact method (email, phone number)
- GEMSS Contract # 204246961 and device serial number
- Description of your issue (symptoms, business impact, technology)
- Site information (for verification purposes)
- Details on troubleshooting steps you have taken
SEVERITY LEVELS
Severity 1 (S1)
Network or environment is down or there is a critical impact on your business operations. You and Cisco will both commit full-time resources to resolve the situation.
Severity 2 (S2)
Operation of an existing network or environment is severely degraded. You and Cisco will both commit full-time resources during standard business hours to resolve the situation.
Severity 3 (S3)
Operational performance of your network or environment is impaired. You and Cisco both commit resources during standard business hours to resolve.
Severity 4 (S4)
Information is required on Cisco product capabilities, installation or configuration. There is little or no impact on your business operations.
