SMARTNET TOTAL CARE
GEMSS provides the same coverage as Air Force JELA with a fixed-price annual contract that covers VALID Cisco hardware. Additionally, GEMSS provides streamlined incident management, improved risk management, increased operational efficiency and helps resolve problems quickly. GEMSS offers additional tools for service coverage management, security and product alerts and lifecycle management.
Unlimited 24/7/365 SmartNet Total Care (SNTC) technical support and SWSS Unlimited 24/7/365 SmartNet Total Care (SNTC) support for all Department of Air Force-owned Cisco-branded hardware and software, and SWSS-eligible application software owned as of 21 June 2019. The entire install base is covered at the same level and does not include 4-hour replacement windows.
How to Open Service Requests with Cisco TAC
Severity Levels 1 and 2
- Call the Technical Assistance Center at 800-553-2447, Option 1
- Live customer hand-off to a 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 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 will 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.
Case Escalation Procedure
If a case is not progressing adequately or the quality of service is not satisfactory, we encourage you to escalate the case by following the process below:
Normal business hours (Eastern): Contact Cisco TAC at 1-800-553-2447 and request your service request will be raised to Severity Level 1 or 2. If you need assistance during this process, please contact your HTOM directly at email@example.com.
After normal business hours (Eastern), including weekends/holidays: Contact Cisco TAC at 1-800-553-2447 and request your service request will be raised to Severity Level 1 or 2. The on-shift TAC Duty Manager can also be reached at this time. Outside of 8:00 a.m. – 6:00 p.m. on normal business days, advanced support is available by engaging the on-call U.S. Public Sector HTOM by email to firstname.lastname@example.org.