For further details, refer to Cisco UCM Cloud Partner Onboarding Guide. i) Changes to the Managed Elements that were not approved by Cisco. Learn more about how Cisco is using Inclusive Language. In addition, Cisco reserves the right to charge Customer for expenses, costs, or time incurred, caused by Customers failure to perform its responsibilities. For the avoidance of doubt, Service Request Units may not be used to offset the additional monthly Charges associated with such an increase in the total number of Managed Elements. You must be a registered Cisco partner to access the documents on this page. Learn more about how Cisco is using Inclusive Language. 2.5 Service Request Units (SRUs) and Related Charges. (d) Ciscos rights to invoice for the charges for the Services and Customers obligation to pay will not be affected by (i) any delays caused by Customer or end customer (or anyone acting on behalf of Customer or end customer), (ii) Customers or end customers failure to perform or delay in performing its obligations under this Service Description or the UCM Cloud Service Description, or (iii) Customers failure to issue a purchase order. Introducing Cisco UCM Cloud 3,073 views Dec 9, 2019 32 Dislike Share Save Cisco 302K subscribers Want to move your unified communications to the cloud? This singular trend is helping governments improve response times, increase information sharing, and create better outcomes for employees and citizens alike. Reseller Credit. The Sizing Tools estimate resource utilization and hardware requirements for the solution. As the global leader in IT, Cisco is uniquely positioned to lead the digital transformation of government agencies like yours. For example, certain Third-Party Managed Elements may only be monitored for availability (sometimes called up/down) with limited additional Services provided. Device-based This can be used to convert the PLM-based licenses to Smart Entitlements. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. Go to Solution. Simplify your workday and form real connections with co-workers, wherever they are. The Catalog will be accessible from a Cisco portal. Ideal for a variety of workers and settings throughout your organization. 4. or LDOS, unless expressly provided in the Quote(s). Cisco UCM Cloud for Government features our industry-leading security features, from continuous monitoring and end-to-end encryption to everything in between, so that your team and the devices they rely upon every day can be kept safe and secure. P4: Cisco and Customer are willing to commit resources during Standard Business Hours to provide information or assistance. Before customer onboarding can start, the partner must complete peering and integration with Cisco UCM Cloud. Collaboration solutions can include technologies for: voice and video communications, voice messaging, conferencing, instant messaging and presence, customer contact centers, business-to-business communications, PSTN access, and mobile and remote Internet access. As a part of this, Cisco will proactively perform activities aimed at identifying and resolving Problems before Incidents occur. Not really sure if such a list exists for the newer versions of CUCM , apparently there used to be a program called (CTDP) to enable 3rd party vendors to test and verify the interoperability of their end points with CallManager and CallManager Express during the callmanager 5.0 days, looks like it was scrapped later on for phones. Outputs: Successful end-user onboarding test. This Service Description is meant to be read in conjunction with the Cisco UCM Cloud Service Description. Voice and video Cisco Capitalmakes it easier to get the right technology to achieve your objectives, enable business transformation andhelp you stay competitive. With any device? The specific capacity purchased by Customer will be documented in a written Ordering Document between the parties. Industry-leading collaboration tools Cisco UCM Cloud for Government provides secure, reliable cloud-based collaboration that scales as needs change. Table 1 lists major features in Cisco Unified Communications Manager Version 12.5, Table 1. Customer may not transfer, sell, or assign any Service Credits. The documents and other resources listed here provide design guidance, recommendations, and assistance for deploying Cisco Collaboration solutions. And they can do so through the power of an efficient and secure mobile cloud-based service that adds value by: Enhancing the user experience: Deploy a complete suite of enterprise telephony solutions with advanced features and proven reliability that lets your team collaborate in the way that works best for them and from the device of their choice. We and our partners store and/or access information on a device, such as cookies and process personal data, such as unique identifiers and standard information sent by a device for personalised ads and content, ad and content measurement, and audience insights, as well as to develop and improve products. Secure and reliable cloud service solutions and implementations (supported by certified channel partners) The flexibility to add a range of on-premise and cloud system . Summary: Cisco will support the standard default configuration as part of UCM Cloud as provided in this Service Description. Outputs: UCM Cloud Enterprise Cloud Service MACD Service Catalog; Service Requests. 3.7 Cooperation. The Cisco CUCM (Cisco Call Manager) is the core of Cisco's cloud collaboration infrastructure and it brings people together in anytime and anywhere on any device with single architecture for voice, video and data. 2. Where an Ordering Document contains a minimum commitment or contract value, if Customer terminates the Services for convenience, Cisco will invoice the remainder of contract value or minimum commitment due under the Ordering Document. Read, Cisco Unified Communications Manager Cloud, View with Adobe Reader on a variety of devices. 01-29-2013 Partner with Router-switch.com Starting with CUCM 12.0 and continuing with CUCM 12.5, only Smart Licensing is supported. Solved: Unified Communication Ordering Guide for release 10.0 - Cisco Community Technology & Support For Partners Customer Connection Webex Events Members & Recognition Cisco Community Technology and Support Collaboration, Voice and Video IP Telephony and Phones Unified Communication Ordering Guide for release 10.0 3346 Views 0 Helpful 3 Replies 1.2. Cisco Managed Services. Download the guide Get a deeper insight. The downtime for each Qualifying Outage will be calculated by multiplying (a) the total number of Knowledge Workers directly impacted by the Qualifying Outage by (b) the number of minutes of the Qualifying Outage. Turn any conference room into a video collaboration hub by connecting teams, customers, and partners face to face at a moments notice. Cisco UCM Cloud to Webex Calling: Head-to-Head . Summary: The UCM Cloud Service is delivered with an available baseline dialing configuration. An industry leader in the digital transformation of government. Cisco will comply with applicable laws, rules and regulations, including, but not limited to, all applicable export control laws and regulations. Cisco CUCm integration with genesys not updating Cli while call transfer Hi we have integrated call Manager 12.5 with Genesys TS server, when we transfer call from CUCM register endpoint to Genesys over sip trunk, they are not updating CLI, can anyone have idea what change need to do for CLI update. Appendix A to this Service Description sets forth the applicable terms and conditions governing the Services. If there is a conflict between this Service Description, any Supplement(s), an Ordering Document, the Agreement, the following priority will apply (from highest to lowest): (a) any Ordering Document, as applicable; (b) this Service Description; (c) any Supplement(s); and (d) the Agreement. Upon expiration or termination of the Services, the license to the Portal, any CMSP Tools, and any software will automatically terminate. Cisco will provide an agenda and host remote quarterly governance meetings to discuss the above items. The Cisco Collaboration Sizing Tools assist system engineers with hardware sizing of large or complex Cisco Collaboration System solutions including call control, contact center, voice messaging, conferencing and collaboration, presence, and voice gateways. Flexible payment solutions to help you achieve your objectives. Mobility: Use one number to dial, redirect and move calls between desktop and mobile phones. Summary: Customer may order infrastructure capacity that is hosted and managed by Cisco on which Customer may deploy Cisco applications or Cisco-approved third-party applications (Applications) for use in conjunction with the provisioning of Ciscos UCM Cloud. Learn more about choosing the right tools for your agency. Cisco Unified Communications Manager (formerly Cisco CallManager, now known as Cisco Unified CM or CUCM) is an enterprise call and session management infrastructure that. In addition, Cisco can provide optional services to support an end customers use of UCM Cloud, as well as voice gateways and similar devices as a Managed Component for an additional fee. https://supportforums.cisco.com/thread/2162113. Qualifying Outage means an outage for the ability to place or receive calls that is directly attributable to a failure of the System to deliver the Core Services; not a result of customer or partner fault, and not due to any failure of the System to interoperate with any customer premise Components that are not under the direct monitoring and management of Cisco. English . 1.12.1 Cisco personnel requiring to access any Customer site(s), Managed Elements, or other Customer systems will remotely participate in any reasonable Customer-requested training (up to a maximum of 6 hours per year) without additional Charges. For more information on installation or upgrading from older versions of Unified Communications Manager, visit: https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html. Cisco Smart Software Manager satellite https://www.cisco.com/go/smartsatellite. Cisco will adjust the case priority in accordance with updated Priority of Iimpact or Incident resolution. MACD services are outlined in the UCM Cloud Enterprise Cloud Service MACD Service Catalog. To the extent that Customer makes any change to the number of Managed Elements from the number of Managed Elements quoted/priced in the applicable Ordering Document, the monthly Charges for the Services will be adjusted accordingly. 7.1. This SLA will start on the on its effective date and will automatically terminate with the termination or expiration of the Service Term. If applicable, Customer will return all Cisco-owned hardware and software licensed for the receipt of the Services (e.g., CMSP Tools). It includes Webex Room 55 and Webex Room 70 Kits and Webex Boards that are fully integrated systems you can deploy with on-premises or cloud solutions. In addition to Service Delivery Management, Cisco and Customer will implement a governance function with the following goals: discuss alignment of the services to Customers business needs and this Service Description, identify opportunities to improve the Services (e.g., increase quality or reliability), resolve disputes, highlight new Cisco technologies, any Services renewals or extensions, identify market and technology trends related to the Services and similar matters. Unless otherwise expressly provided, all Services will be delivered remotely from Ciscos global Network Operations Centers (NOCs) global delivery model, and all Services will be monitored 24x7x365, except where noted. Software Versions and Licenses.For lab purposes, a trial licenses have been used. Cisco UCM Cloud for Government uses an as-a-service cloud approach that reduces complexity for your IT team and for users. This Service Level Agreement (SLA) describes Ciscos performance targets for the Technology Services, as described on Attachment A (Service Levels) and the Service Credits Cisco will provide Customer if Cisco fails to meet the Service Levels (Service Credit). Availability Percentage will be calculated as follows, converted to a percentage: Total Service Time Total Qualifying Outage Time. If Customer wishes to add new Devices as Managed Elements and there is no true-up, audit, rate card, or similar provision in the Ordering Document, the parties will follow Ciscos standard change request process. Policies follow users as they roam networks. Unless provided in the Ordering Documents, the Term will begin upon the Effective Date of the Ordering Document and will be co-terminous with the end customers term for UCM Cloud. References to Cisco in this Service Description shall include its subcontractors, as applicable. The Ordering Documents will contain any minimum term or minimum Charges commitment associated with the Services. To help you choose the correct IMP VM configuration, see 'IM and Presence Service Deployment Sizing' in 'Configuration and Admin' at https://www.cisco.com/c/en/us/support/unified-communications/unified-presence/products-installation-and-configuration-guides-list.html. Conferencing: Use voice and real-time video to present, share, or collaborate anywhere, anytime on any authorized device. Cisco Smart Licensing: https://www.cisco.com/c/en/us/buy/smart-accounts/software-licensing.html. The case may be left open for a prescribed period while operational stability is being assessed. Cloud. c) Ability to submit and monitor Service Requests and MACD. . Urgency: The Urgency of an Incident is classified according to its impact on the Services or ability for end ccustomer to receive the Services and the financial impact to end ccustomers business. Each party will, and Customer will ensure that end customer will agree to, maintain a reasonable information security and data privacy program with appropriate technical, administrative, and physical safeguards designed to prevent any (i) unauthorized access, use, distribution, or deletion of Customers or end ccustomers data and (ii) compromise of the Managed Elements or CMSP Tools. To learn more about Cisco UCM Cloud for Government and our FedRAMP-Authorized services: Please contact your Cisco representative. In the "Target" column, select the vMX instance or interface ID. Cisco UCM Cloud for Government supports the following endpoints. Should the number of MACDs being requested and performed exceed the monthly entitlement, Customer agrees to pay for the overage at the current published Simple Service Request rates. Cisco Unified Communications Manager is the heart of Cisco collaboration services, enabling session and call control for video, voice, messaging, mobility, instant messaging, and presence. There are four urgency levels. Customer will make available to Cisco a single point of contact to work with Cisco and respond to any Cisco requests to verify Service Level performance. Also, for Cisco UCM 9.0 and later, you must convert all clusters connected to Cisco Prime License Manager (PLM) to Version 9.0. Implementation of UCM Cloud is not included with the Services. 1.2 Support and Maintenance. If Customer does dispute the Performance Report, the parties will discuss the matter in good faith. This release will further extend Cisco Unified Communication Managers leadership through features that enrich user experiences, simplify administration workloads, enhance security while providing pathways for customers to migrate to cloud collaboration. Where additional Managed Elements are added after the Service Activation Date, the first Measurement Period for those new Managed Elements will be the next Measurement Period (e.g., if a Measurement period is June 1- June 30, and a Managed Element is added on June 14th, that new Managed Element will be a part of the July Measurement Period). To know the settings that we recommend, refer to Configure Call Diagnostics section in the Administration Guide for Cisco Unified Communications Manager for your respective Unified CM release at:. P3: Cisco and Customer are willing to commit resources during Standard Business Hours to restore service to satisfactory levels. Order a-la-carte upgrade SKUs along with SWSS. Summary: Included with the Services is an entitlement allowing the Customer to request MACDs equaling up to 5% of the committed user count per month. To view Unified Communications preferred architecture guides, visit: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/design/guides/PAdocs.html?dtid=osscdc000283. (Unified CM), Cisco Unified Communications Manager Session Management Edition (Unified CM SME), and Cisco Unified Communications . If Customer has purchased Services for Managed Elements, the following will apply: a) As part of Service Transition, Cisco will describe any limitations of the Services with respect to the Managed Elements, if applicable. 1. With Cisco UCM Cloud for Government, agencies like yours can empower personnel to share more ideas; make smarter, more informed decisions; and provide better outcomes to citizens. Monthly reviews of security stature with sponsoring agency. Except to the extent caused by Cisco, Customer will be responsible for any loss, theft or damage to the CMSP Tools until they are returned. FedRAMP provides a cost-effective, risk-based approach for the adoption and use of cloud services by U.S. government agencies. Outputs: Integration and API specification. Termination. Customer will manage all products and/or services that are not in the scope of Services (including the associated impacts from the Services). Global availability and Cloud Connected. (c) If the Ordering Documents provide for invoicing upon Activation, Cisco will begin invoicing on the deemed Activation date or the original Activation date provided in the Transition Plan, whichever occurs first. (For eg: analog phone, ATA 186, ATA 187, Cisco 3905, Cisco 6901) . It is available through a Cisco Collaboration Flex Plan subscription. The specific quantity and type of the Services purchased by the Customer will be documented in a written Ordering Document between the parties. From collaboration and cloud, to network and cybersecurity, we are uniting the most innovative technologies for the benefit of governments and their citizens. There may be a significant, immediate financial impact to end customers business. Plus, weve sold more than 100 million phones and deliver more than 30 billion Webex meeting minutes every month. Refer to this link in order to change IP address to the . If Customer fails to perform its responsibilities or if an exclusion (listed in Section 1.9 below) applies, Cisco will be excused from performing the Services (including achieving any Service Levels) to the extent, and for the duration that Customers failure to meet its responsibilities reasonably prevents Cisco from performing its responsibilities. Below is a description of the standard services included as part of the Services, to the extent applicable based on the service components ordered. Summary: Cisco will make available a support desk to Customers IT staff to troubleshoot Managed Elements the UCM Cloud Service and Managed Elements (if in scope). Cisco will invoice Customer for any Service Requests that are fulfilled by Cisco during the applicable billing month. Support policies will be updated closer to CSR 12.5 FCS. With Cisco Unified Communications Manager (UCM) youcan. The DX Series delivers quality collaboration with anyone, anywhere in the world. If the parties do not have a mutual data protection agreement in place (or equivalent privacy and data protection terms), the following Mutual Data Protection Agreement is incorporated into this Service Description: https://trustportal.cisco.com/c/dam/r/ctp/docs/dataprotection/cisco-master-data-protection-agreement.pdf. A proven and trusted partner: With over 20 years of cloud services experience. The Cisco Flex calling plans offer: Access to full-stack, enterprise-grade cloud collaboration with cloud calling, teams, meetings, customer care, and integrated devices. Standard configuration support and self-service onboarding. Performance Reports. You will receive one single e-mail including the order details to access, unlock, and activate licenses online via the Imagicle License portal. 82 9.1 Ordering Cisco Jabber for Mac with IM/Presence hosted in the Cisco Collaboration Cloud 83 9.2 Ordering Cisco Jabber for Mac with IM/Presence hosted On-Premise (CUP) 83 9.2.1 Ordering Using eDelivery 83 9.2.2 Ordering . Plus, open an instant-messaging session, make a phone or video call, or start a Webex meeting from your mobile device with just one click. Exclusive Remedy. Cisco will determine the average number of Knowledge Workers for the relevant Measurement Period based on the information included in the Management Information (MI) report provided to Customer. It helps determine application and hardware sizing as well as how to place the virtual machines together on the Cisco Unified Computing System (UCS) servers ultimately determining how many UCS servers are required for the solution. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. c. Renewal. From the customer view in Control Hub, go to Services > Connected UC. Proactive 3rd party SIP Integration Monitoring, Management of On-Premise and Third-Party Components, Proactive Network Connectivity Monitoring, Service Transition managing activation of components, planning and support*, Simple moves, adds, changes or deletes (MACDs), Self-Service Onboarding for UCM Cloud - (excludes 3rd-party PBXs and 3rd-party integrations). 7.2. Cisco is the . 10:57 PM Customer will notify Cisco within a reasonable timeframe if Customer believes there is an inaccuracy in any report. Refer to the Cisco Unified Communications Solution Ordering Guide for a list of all orderable parts. 8821 and 8831 not supported. Basic : supports one device, including all Essential devices,plus basic (voice and video) call control features. Cisco Unified Communications Manager (UCM) Cloud for Government unites Cisco's industry leading collaboration services (voice, video, instant messaging, presence, mobility, and conferencing) from the Cisco cloud, with built-in U.S. government-level security to give agencies the power to collaborate securely with anyone, anywhere. The following will not be included in the calculation of Total Qualifying Outage Time: (a) outages during scheduled maintenance windows and (b) emergency Operational Changes approved by Customer in advance. 5.2. Summary: Cisco will support the integration of a compatible a third-party PSTN cloud provider, other than the options offered by the UCM Cloud cloud-connected PSTN providers. Summary: To support high quality service and confirm that service delivery processes are in place, Cisco will provide an assigned Service Manager as a part of the Services. Cisco will issue reports under this SLA as described below: 5.1. All rights reserved. see Configure MRA Access Control in the Mobile and Remote Access Through Cisco Expressway Deployment Guide (X14.0) . Also, inclusion in the Catalog does not imply any certification or compatibility of any Application for use with UCM Cloud. 1.6 Resale. For Cisco Unified Communications Manager (UCM) 9.0 and later, licensing is based on Cisco UWL and Cisco UCL user licensing, and phone unit or device license units (DLUs) and node licenses are no longer applicable. Delivers advanced IP telephony features and crystal-clear, wideband audio performance to deliver easy-to-use, full-featured voice communications. They are available to Cisco employees and partners only, and a valid login account is required to access them. Product overview. Any bulk MACD requests (10 or more of the same action) should be submitted as a single bulk request and will be separately priced. Exceptions. This document should be read in conjunction with How Cisco Provides Services, which is incorporated by reference and currently located here: https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/how-cisco-provides-services.pdf. Learn more and schedule the lab: Cisco Unified CM Cloud Migration Assistant Lab v1 Resources Visit the Cisco dCloud help page: https://dcloud-cms.cisco.com/help Access all available Cisco dCloud content: https://dcloud.cisco.com Contact Us: https://dcloud-cms.cisco.com/help/dcloud-collaboration-contacts Talk about it on the dCloud Community Product overview What if you could collaborate more effectively with customers and partners on any network? . Repeat steps 5-7 for each network available via Auto VPN and Client VPN if applicable. 7. 1.5 Portal. The CMSP will be the system of record for the Services. Rights to terminate for material breach are provided in the Agreement. It also provides links to a number of ordering and quoting tools. For rating you can click stars below the correct answer. 9. Cisco may use subcontractors to provide services to Customer and end customer on its behalf for the purposes of providing the Services. This table provides a high-level plan of required activities for successful onboarding and activation of a customer onto Cisco UCM Cloud. The buffering size varies 20-100 MB based on the product and the size of the server deployment.For more information, see Buffer Size Calculation. 12. tunnelblick for windows. Rate all helpful post by clicking stars below the answer. Using Cisco Webex and the. Summary: Cisco will manage the deployment of technical changes to the Managed Elements (e.g., configuration changes) in end customers environment. Is the ability to connect in a secure way your onpremises UC components (CUCM, CUCM IM&Presence, Unityconnection) to Webex Control hub. The first Measurement Period starts 90 days after the Service Activation date. Webex Cloud-Connected UC is a suite of cloud services that help optimize Cisco Unified Communications Manager (UCM) service performance by providing business metrics and operational workflows through the Webex cloud, such as certificate management and troubleshooting for all clusters, for both UCM and UCM Cloud. This series delivers easy-to-use, highly secure, encrypted, high-quality wideband audio communications, with select models also supporting affordable entry to 720p HD video. 1.11 Cisco Recommendations and Changes. It delivers people-centric user and administrative experiences while supporting the full range of collaboration services including, video, voice, instant messaging and presence, messaging, and mobility on Cisco as well as third-party devices. Unified Communications Manager Enh Single User-1000 to 10K. 12-06-2019 01:01 AM. To the extent reasonably requested by the other party and permitted by Applicable Law, each party will provide reasonable assistance to, and communicate and cooperate with, the other party, as well as to any subcontractor or supplier that provides services to such other party in connection with the Services. Cisco UCM Cloud is part of Cisco's cloud calling portfolio powered by Cisco's call control engineCisco Unified CM. Any MACDs not consumed within the monthly period will expire and not roll over to the next month. UCM CLOUD Price - Cisco Global Price List CISCO GPL 2022 Check Cisco Price - Cisco Global Price List Tool Cisco Router, Switch, Firewall, Wireless AP, IP Phone Price List Bulk Search Cisco HP / HPE Huawei Dell Fortinet Juniper More Top Searched Parts By Brands Cisco Price Changed? If the Customer is an Authorized Reseller (Integrator) who is authorized to resell the Services, then references to Customer above shall mean Integrator and Cisco will deliver the Services to Integrators designated end customer. Make these meetings more engaging with High-Definition (HD) video, audio, and content sharing. Cisco will provide a web-based Portal that provides Customer at least the following core functionality: a) Review of Reports and information related to the Services. Customize, manage, and enforce usage features. Customers applicable Ordering Document(s) will list the aggregate number of SRUs purchased. Ciscos provision of the Services is dependent on Customers compliance with its responsibilities as listed in this Service Description and those responsibilities described in How Cisco Provides Services. We recommend using the Cisco Directory Connector for user. In the event of any conflict in definitions defined in the body of this Service Description and the corresponding definition in the Glossary of Terms, the definition in the body of this Service Description will prevail. Improving reliability: Reduce costs, improve efficiencies, and streamline workflows with the proven technology, built for government use that Cisco UCM Cloud for Government delivers. This gives each user the right tools for their job; from administrators and thought leaders, to production and field personnel, and beyond. Want to move your unified communications to the cloud? The documentation set for this product strives to use bias-free language. Customer Responsibilities. 3.9 Subcontractors. Each party will use commercially reasonable efforts to procure all such cooperation from its own subcontractors and suppliers. Cisco Incident Management priorities are defined as follows: P1: Cisco and Customer will commit any necessary resources 24x7 to resolve the situation. Integrator will be responsible for obtaining appropriate agreements with end customers reflecting the terms of this Service Description, as well as the terms of UCM Cloud, including an obligation to perform responsibilities as required by this Service Description. Cisco Smart Software Manager: https://www.cisco.com/web/ordering/smart-software-manager/index.html. P2: Cisco and Customer will commit full-time resources during Standard Business Hours to resolve the situation. Outputs: Recommendations, meeting agenda, draft Change Request, performance reports, Summary: Cisco will manage the deployment and lifecycle of security certificates for UCM Cloud. Cisco will remain responsible for its subcontractors compliance with the obligations under this Service Description and the Agreement as if performed by Cisco. Solved! Summary: Cisco will monitor network connectivity, which covers Internet Control Message Protocol (ICMP) connectivity monitoring and notification of failed reachability to a single designated customer IP address. The Charges listed in the Ordering Document reflect a charge per Knowledge Worker and per Common Area Device (each, a Subscriber) per month. All Charges paid are non-refundable. . Subject to the terms of this SLA, Cisco will pay Customer Service Credits will be calculated in accordance with the table below: If the Availability Percentage achieved in the Measurement Period is: Then Customer may claim Service Credits in an amount equal to the corresponding percentage of Customers Monthly Service Charges for the Measurement Period: The Table below describes MACD service requests supported: Configuring and administering existing UC Attendant Console, Cisco Unified Communications Manager Cloud, View with Adobe Reader on a variety of devices, https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/how-cisco-provides-services.pdf, https://www.cisco.com/c/en/us/about/trust-transparency-center/data-protection.html, https://trustportal.cisco.com/c/dam/r/ctp/docs/dataprotection/cisco-master-data-protection-agreement.pdf, https://www.cisco.com/c/en/us/about/legal/privacy-full.html, https://www.cisco.com/c/en/us/about/legal/service-descriptions.html. The following documentation provides additional technical information about deploying Cisco Unified Contact Center solutions. The charges for the Services (Charges) and payment terms will be detailed in the applicable Ordering Document. The documentation set for this product strives to use bias-free language. The Activation date will be provided in the Transition Plan. Cisco UCM Cloud capabilities Migration to the cloud This enterprise-grade dedicated cloud calling and collaboration solution provides a simplified, enterprise-class migration path for existing on-premises deployments. Entitlement and Application of Service Credits. Alternatively, Cisco UCM Cloud and Webex Calling Dedicated support more legacy Cisco devices than Webex Calling, which requires specific devices in order to connect. Note, the minimum expiry for certificates is 365 days. We are becoming more connected, often on mobile devices. Cisco UCM Cloud for Government supports a broad portfolio of voice and video devices, from IP phones to mobile and desktop applications. If the Ordering Document does not contain a minimum commitment, Customer may not terminate the Services for convenience, even if the Agreement allows it, unless expressly provided in the Ordering Document. What if you could collaborate more effectively with customers and partners on any network? FLEX 3 is the new model to purchase CUCM onpremises licenses and support. Webex Meetings, a FedRAMP-authorized Service, lets your team talk face-to-face across different geographies, reducing travel needs and empowering everyone with the same information, at the same time, for better decision making and outcomes. Cisco; Huawei; HP / HPE; . Click Add File to create an agent installer file containing zero or more proxies. This individual will provide support directly to the Customer if there is no Authorized Reseller or the Authorized Reseller elects not to provide this function. NOTE When you are configuring the third-party SIP phone in CUCM, a dummy MAC address can be specified. If specified in the applicable Ordering Document, this Service Description will be deemed to incorporate by reference one or more of the Supplements for Cisco Managed Services (e.g., Voice Collaboration). 3.10 Order of Preference. ; c) Any mutually agreed schedule of activities that causes service levels to fall outside of measured and defined Service Level obligations set forth in this SLA (e.g., maintenance windows); d) Any delays or faults caused by Customer, third party equipment, software, services, support, or vendors not under the control of Cisco (e.g., Carrier cycle time); e) Any events outside of Ciscos reasonable control; f) Any Cisco or third-party hardware dispatch and replacement, which may be covered under a separate agreement; g) Failure by Customer to provide a required response necessary for Cisco to meet the Service Levels; h) Any conditions existing prior to Cisco management of the Managed Elements, including any incident, problem, error or other event subject to an open support ticket from a legacy or other third-party service provider; and/or. Additional new licenses may be ordered. Cisco UCM Cloud for Government is FedRAMP-authorized. Customers with active Software Support Service (SWSS) can convert classic licenses to Smart Entitlements through the Cisco Smart Software Manager (CSSM) portal at https://software.cisco.com/#SmartLicensing-LicenseConversion. Widespread: Entire Service or multiple regions are affected. A broad selection of endpoints: For all types of users and use cases, including Ciscos industry-leading voice and video endpoints, plus Cisco Jabber. How Cisco UCM Cloud for Government helps government. Install the upgrade file from CUCM OS Administration -> Install/Upgrade and Select the Source to be either DVD/CD or Remote File System and click next. Customers must create a Smart Account. Workplace Enterprise Fintech China Policy Newsletters Braintrust alacrity antonyms Events Careers three pines news Customers Also Viewed These Support Documents. The following resources help simplify and automate the solution design and deployment process. If Customer is an Authorized Reseller, Customer will be responsible for passing any Service Credits to the End Customer. Does anyone know where to download the ordering guide on Cisco.com? Note, Simple MACDs above, will be implemented via Service Request Fulfillment. If a single Incident results in Cisco missing more than one Service Level, Customer may claim one Service Level miss and Service Credit of its choosing. Customers need to first migrate their existing classic PAK or PLM to the Smart Account and Virtual Account. 5. However, providing proven and reliable collaboration tools with advanced levels of security required by the U.S. government can be a challenge. Table 2 shows a list of top level ordering SKUs. In addition, Cisco will analyze Incidents post-restoration to identify a Root Cause for P1 Incidents (as defined in Appendix B). Outputs: Service Request reporting, Service Request catalog, Management of customer-premise managed elements. 7. Webex Cloud-Connected UC is a suite of cloud services that help optimize Cisco Unified Communications Manager (UCM) service performance by providing business metrics and operational workflows through the Webex cloud, such as certificate management and troubleshooting for all clusters, for both UCM and UCM Cloud. End-to-end encryption: FIPS 140-2 validated cryptography for secure communications. Summary: Cisco will provide CMSP integration points to allow Customers IT Service Management (ITSM) system to communicate with the CMSP to facilitate the exchange of tickets, status updates, and related information. Additionally, you'll have the benefit of a natural path to cloud migration available too. Term. Webex creates more intelligent and versatile video-collaboration rooms. Cisco will be responsible for maintenance of CMSP and CMSP Tools with reasonable access and on-site assistance provided by Customer. Cost-effectively, reliably, and securely? Cisco will delay invoicing on a day-for-day basis if Cisco is the primary cause of the delay in Activation. Supported Open Virtual Appliances (OVAs) and their associated characteristics (vCPU, vRAM, vDISK, and vNIC) can be found at the https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-ucm-im-presence.html. In addition, if Customers failure to implement Ciscos reasonable recommendations or its unreasonable refusal to allow Cisco to make Changes causes Cisco to incur more costs or effort to provide the Services (e.g. UCM 8.6 Ordering Guide - Free download as PDF File (.pdf), Text File (.txt) or read online for free. As noted below, some Services components may have additional requirements. 5.4. The CMSP uses cloud-based components to process Managed Component data to provide the Services. (For example: Cisco 6911, Cisco 6921) the above link is for 10.X but license definition and usage will be same. Cisco Business Edition 6000 (BE 6000) is a packaged solution optimized for medium-sized business requirements. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. For more details, refer to https://www.cisco.com/c/en/us/buy/smart-accounts/software-licensing.html. Outputs: Customer communications, as required. This document describes the pricing, licensing structure, and ordering processes for Cisco Customer Care Solutions, including Cisco Unified Customer Voice Portal (CVP), Unified Contact Center Express (CCX), Unified Contact Center Enterprise (CCE), and various other customer care applications. High-level features in UCM Version 12.5, Quick device add and Unified Device Template Enhancement, Multi-device login consistence between EM and EMCC, Encrypted Message Archival for Chat Messages, CUCM Network Based Recording (NBR) to support Multi-forking, Smart Licensing Specific License Reservation, Cisco Unified Communications Manager Cloud (UCM Cloud), Ordering Cisco Unified Communications Manager Version 12.5. Unless otherwise agreed in writing by the Parties, Cisco will use its standard processes and tools for measuring its performance and determining whether the Service Levels were achieved. Todays workplace challenges the collaboration environment in unprecedented ways. By standardizing on security assessment, authorization, and continuous monitoring for cloud products and services, this program delivers costs savings, accelerated adoption, and increased confidence in security to U.S. government agencies that are adopting cloud technologies. UC Manager is the industry leader in enterprise call and session management platforms, with more than 300,000 customers worldwide, and more than 120 million Cisco IP phones and soft clients deployed. b. There is a probable significant financial impact to end customers business. 2022 Cisco and/or its affiliates. There are four impact levels. The initial Geography and Location for a particular end customers infrastructure will be indicated in Customers Ordering Document. Use these resources to familiarize yourself with the community: Regards 3.1 Definitions. See Section 2.3 of Appendix A (Managed Services Terms) for more information. Unless the Services are expressly provided for above, or described in the Ordering Document or service catalog, all other Cisco services are out of scope for this Service Description. This SLA only applies to Cisco UCM Cloud Enterprise Service, may be found at the following location: https://www.cisco.com/c/en/us/about/legal/service-descriptions.html, or this SLA will be attached to the agreement to which they apply. 1.13 General Customer Responsibilities. With Cisco collaboration infrastructure every body gets the same high-quality experience on any device. For further details, refer to Cisco UCM Cloud Partner Onboarding Guide. Customer will review the Performance Reports and promptly (within 30 days) notify Cisco in writing of any errors or if it disputes the Performance Report. 3. Cisco will provide to Customer a report on the Service Level Performance for the relevant Measurement Period within thirty days of the end of each Measurement Period (PerformanceReport). They can install the CUCM on-premises. d) Troubleshooting Incidents that predate Service Activation. Cisco grants to Customer and to Customers end customer a limited, non-transferable, non-sublicensable, internal use, license to use the executable version of Portal, any CMSP Tools, and any software provided by Cisco as part of the Services (either installed on Customers or end customers premises or available via software as a service) only to the extent and duration reasonably required to receive the Services. Availability: The IaaS is available from the Geographies and Locations listed in the table below. Securing collaboration: Cisco UCM Cloud for Government gives you the security of a FedRAMP-authorized cloud data security service, backed by our industry-leading cybersecurity. Outputs: Change Request; Change Record; Problem Record; Recommendations to resolve Incident or Problem, Simple move, add change, delete (MACDs) (Up to 5% of contracted KW per month). The following documents and resources provide design guidance for deploying Cisco Unified Contact Center solutions. 5.3. Summary: Cisco will manage the end-to-end lifecycle of Problems. These are the latest version of the design guides: These documents are no longer being updated: The following documentation provides additional technical information about deploying Cisco Collaboration and Unified Communications solutions. From anywhere? 10. This initial configuration will have a fixed structure and naming convention that facilitates the onboarding of future devices and future self-service capabilities. It means you can record all conversations - anytime, anywhere, and on any #1ABAFF. There is a possible financial impact to end customers business. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. From versions before version 9 (DLU) upgrade to Smart Licenses: Order a-la-carte upgrade SKUs based on an LCU report from the classic server, Add SWSS. The Runbook, Charges, Portal, CMSP Tools, and Service Level performance information are Confidential Information (as defined in the Agreement). In the "Destination" column, add the routes available via Auto VPN. Cisco Smart Accounts: https://www.cisco.com/web/ordering/smart-software-manager/smart-accounts.html. Service Level and Service Credits. Cisco Customer Care Solutions Ordering Guide This document describes the pricing, licensing structure, and ordering processes for Cisco Customer Care Solutions, including Cisco Unified Customer Voice Portal (CVP), Unified Contact Center Express (CCX), Unified Contact Center Enterprise (CCE), and various other customer care applications. Ensure end-to-end visibility into your application portfolio, so you can spot and fix issues. The Cisco QuoteCollab tool assists system engineers with sizing, configuration, and quoting of on-premises and hybrid deployments with between 500 and 10,000 users or endpoints. Instant messaging and presence: With Cisco Jabber, you can get the information you need faster and more efficiently by making your availability known to other team members. Requests submitted by Customers requestors are deemed to be authorized by Customer. These components are hosted in a secure data center with at least one redundant system. Total Service Time equals the average number of Knowledge Workers connected to the System in a Measurement Period, multiplied by the total number of minutes in a Measurement Period (calculated by multiplying 60 (minutes) by 24 (hours) by the number of calendar days in the Measurement Period). Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. (a) If Customer has prepaid for the Services, Cisco will invoice Customer on or after the effective date described in the applicable Ordering Document (the Effective Date). Critical: Primary function is stopped with no redundancy or backup. The documentation set for this product strives to use bias-free language. Proactive activities include the following: trend analysis, health checks, and platform tuning. The Solution Reference Network Design (SRND) guides provide detailed design guidelines, recommendations, and deployment models to help sales teams and customers design and implement Cisco Collaboration, Unified Communications, and Contact Center solutions. This includes partner connectivity to Cisco UCM Cloud, plus integration with OSS/BSS systems and with the customer support process. Cisco UCM Cloud for Government is delivered by proven partners certified to offer Cisco Powered cloud services. b) Cisco will not provide Services for any Managed Elements that are unauthorized (e.g., grey market, not properly licensed, etc.) Check CUCM price from the latest Cisco price list 2022. menu. With unlimited voice cloud storage, scale up as your business grows and save on hardware and maintenance costs. Low/Notice: Non-critical business function is degraded. The Cisco Unified Communications Manager platform would be most suited for the below scenarios. Sometimes when trying to decide between two UCaaS platforms, it is important to keep size in mind. Why do this? Customer will not be entitled to any Service Credits unless Customer submits to Cisco a timely written claim for Service Credits. Purpose and Scope. Benefits for CUCM customers: Better cash flow through monthly and annual billing options (vs. pre-pay) Additional functionality included - SRST, Webex Teams (depends on user type) Customer requests to escalate Incidents to a higher priority than their classification may incur additional Charges. for those Managed Elements that do not have a valid Cisco support and maintenance agreement. Service Level Calculation and Related Definitions. Don't worry, we are here to help. Change types supported by Change Management are Emergency Changes, Normal Changes, Custom Changes, Standard Changes, and Informational Changes. Cisco may collect data on Customers usage of the Services in order to maintain, improve, market, or promote the Services. Customer is responsible for reviewing, analyzing, and, if needed, discussing with Cisco the information contained in the reports. If Customer fails to notify Cisco of a dispute in that time, the Performance Report will be considered final. 2.4 Additional Devices Added as Managed Elements. On the UC Management card, click Agent Install Files . Any Service Credits paid by Cisco under this SLA will count toward the limitation of Ciscos liability under the Agreement. Major: Primary function is severely degraded. 5. less than 10) are affected. Service Request types not in the service catalog will be separately scoped and quoted before proceeding. Learn more. For the avoidance of doubt, any increases in the number of Knowledge Workers and/or Common Area Devices on the UCM Cloud will also result in increased Charges for the Services based on the total number of Knowledge Workers and Common Area Devices authorized to access the UCM Cloud. Improve load balancing, security, performance, and management to deliver fast, uninterrupted access to your applications. Cisco Unified Communications Manager (CallManager), View with Adobe Reader on a variety of devices, https://www.cisco.com/c/en/us/products/collateral/software/smart-accounts/datasheet-c78-743940.html, https://www.cisco.com/c/en/us/buy/smart-accounts/software-licensing.html, https://www.cisco.com/web/ordering/smart-software-manager/index.html, https://www.cisco.com/web/ordering/smart-software-manager/smart-accounts.html, https://www.cisco.com/c/dam/en/us/products/collateral/unifiedcommunications/unified-communications-licensing/presentation-c97-739389.pptx, https://software.cisco.com/#SmartLicensing-LicenseConversion, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/im_presence/configAdminGuide/12_5_1/cup0_b_config-and-admin-guide-1251/cup0_b_config-and-admin-guide-1251_chapter_01000.html, https://www.cisco.com/c/en/us/support/unified-communications/unified-presence/products-installation-and-configuration-guides-list.html, https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-ucm-im-presence.html, https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/design/guides/PAdocs.html?dtid=osscdc000283. We and our partners store and . It's expected that the partner is fully integrated into UCM Cloud prior to onboarding a customer. UCM and IMP 12.5 will allow "VMware Cloud on AWS" (VMC-AWS) as extension of caveated support for specs-based-3rd-party infrastructure. System means the collective Cisco-provided components located in the Ciscos data centers and used by Cisco to provide the Services to Customer. Service transition managed component activation (applicable only to the extent agreed and described in an ordering document). Learn more about how Cisco is using Inclusive Language. More information on Ciscos security and privacy policy can be found here: https://www.cisco.com/c/en/us/about/trust-transparency-center/data-protection.html . The following documents and resources provide system-level design models, guidelines, and recommendations for deploying Cisco Collaboration and Unified Communications solutions. 3.3 Order of Preference. Directory synchronization and contact cards. For the purposes of calculating Total Qualifying Outage Time, each Qualifying Outage will (i) commence upon the earlier of (a) Ciscos detecting the outage or (b) Ciscos logging an Incident ticket upon Customers notice to Cisco of the outage with sufficient information for Cisco to confirm the outage; and (ii) end when the Core Services are fully restored. 1.14 Exclusions. 1.12.2 Cisco will materially comply with Customers reasonable written security policies applicable to the Services provided that: (a) the policies are in writing and provided to Cisco reasonably in advance of the requested compliance date; (b) Cisco has sufficient control to implement the polices; and (c) the policies do not conflict with Ciscos policies, amend or conflict with the Agreement or this Service Description, change the allocation of risk or liability between the parties, increase the scope of Services, or cause Cisco to incur increased risks or costs to comply with such policies. Outputs: Incident Ticket; Change request to resolve Incident; Recommendation to resolve Incident. If no date is provided in the Transition Plan, the Managed Elements will be deemed Activated when the core applications are operating and handed over to the customer along with a written go-live notice. Expand your capacity with the SX Series, a powerful and flexible platform designed for integrators. 1.3 Connectivity. It empowers you with: Voice and video: Industry-leading calling based on Cisco Unified Communications Manager (UCM) enables a full set of telephony services, including voicemail and integrated messaging for IP phones, mobile phones, or desktop clients. Priority defines the level of effort that will be expended by Cisco and Customer to resolve the Incident. Basic license: supports one device, including all Essential devices, plus basic (voice and video) call control features. New here? 8.1. UCM Cloud Unified CM Cloud is a Cloud Calling solution that is hosted and operated by Cisco, and delivered and managed by the partner. As a part of the standard default configuration, Cisco will help enable the use of the Self-Service Onboarding capabilities within UCM Cloud. Outputs: Hosted and managed virtual machine(s), Service transition- Planning and Support (applicable only to the extent agreed and described in an Ordering Document). Provide your team C-level collaboration at an affordable price. Basically these are the different types of licenses available for CUCM: Essential : supports one device providing basic voice or analog device (phone or fax). You can deploy Cisco Unified Communications Manager IM and Presence Service in various configurations, depending on the number of devices and data center requirements, through the Cisco UCS virtual model, which offers deployment choice and scaling flexibility. Where Integrator is performing some or all of the Customer responsibilities on end Customers behalf, the parties will reasonably cooperate to provide the Services to end Customer. SRUs are not refundable and must be used during the term listed in the applicable Ordering Document or they expire. UCM Cloud Unified CM Cloud is a Cloud Calling solution that is hosted and operated by Cisco, and delivered and managed by the partner. Step 2 Add the third-party SIP phone in CUCM and configure its directory number. 3.5 License. Find answers to your questions by entering keywords or phrases in the Search bar above. It is a combination of Cisco Unified Communications applications on the Cisco Unified Computing System(Cisco UCS) that offers midsize customers' business agility and reduced TCO through server consolidation, operational efficiency and . Application-based policy enforcement and management: Configurations and user roles are set on the per-application level. unhappy marriage signs Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Outputs: Draft Runbook, initial Managed Component inventory, Change Request, if needed. Cisco's UCM Cloud means that businesses can continue using their existing PSTN agreements and gateways, while simplifying procurement with the Cisco Collaboration Flex plan, and taking advantage of various fantastic trade-in or migration programs. You can also add a display to the Webex Room Kits to create additional arrangements. Separate deployments for each customer for added separation of agency data. This information may not be used for any purpose other than in connection with Customers and end customers use of the relevant Services provided by Cisco. those Devices not considered Managed Elements) by Cisco will be without any warranties or continuing obligations of any kind. Product overview 1.9 Governance. Cisco classifies Incidents according to Impact and Urgency and then defines the Priority of the Incident by applying the Impact and Urgency terms to the chart below. Customer is solely responsible for determining the capacity necessary to support an Application. a. With any device? Expedited and Complex service requests are excluded from this entitlement and incur a fee as outlined in the Service Catalog. After that, a Service Credit for any Cisco Product or Service will be issue within 60 days of the end of the Services Term. Once the request is validated and Service Credit is issued, Customer may use that Service Request be applied to a particular Cisco Managed Services invoice. Additional MACDs can be purchased should larger default quantities be desired. Dubber integrates with CUCM whether it's cloud, hybrid or hosted. Cisco Unified Communications Manager is the heart of Cisco collaboration services, enabling session and call control for video, voice, messaging, mobility, instant messaging, and presence. The duration of a Qualifying Outage will be rounded upward or downward to the nearest minute. significantly increased number of Incidents), Cisco may charge additional charges to address such items until the recommendations are implemented. Minor: Non-critical function is stopped or severely degraded. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. This series combines an attractive, ergonomic design with always-on reliability, secure encrypted voice communications, and eco-friendly low-power consumption. If there is a conflict between this Service Description, an Quote, the applicable Agreement, How Cisco Provides Services, or any Supplement to this Service Description, the following priority will apply (from highest to lowest): (a) any Quote, as applicable; (b) any Supplement(s); (c) the Service Description; (d) How Cisco Provides Services; and (e) the applicable Agreement. Release 14 of UCM extends the product with new features for remote workers. The term of the Services will be provided in the Ordering Documents. 8.3. If redundancy is required, additional instances of the Services must be purchased for a second Location. If you're a partner see recent VoE/PIW webinars. 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