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. Check CUCM price from the latest Cisco price list 2022. menu. The initial Geography and Location for a particular end customers infrastructure will be indicated in Customers Ordering Document. 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. 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. 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. With unlimited voice cloud storage, scale up as your business grows and save on hardware and maintenance costs. Exceptions. Additional new licenses may be ordered. 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. 3.11 Systems Information. Plus use Cisco Intelligent Proximity to integrate telephony features with personal mobile devices. 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 valid login account is required to access them. Learn more about how Cisco is using Inclusive Language. 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. All rights reserved. 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. The duration of a Qualifying Outage will be rounded upward or downward to the nearest minute. 1. Basic license: supports one device, including all Essential devices, plus basic (voice and video) call control features. Summary: If applicable, Cisco and Customer will work together to provide details on the scope of the Services for the Managed Elements, including identifying the Managed Elements as listed in the applicable Ordering Document, and to define the requirements and plan for establishing connectivity between Cisco and the Managed Elements. The charges for the Services (Charges) and payment terms will be detailed in the applicable Ordering Document. 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. Cisco is the . Consistent reliability and security: With operations and applications, regardless of where they reside. Learn more about how Cisco is using Inclusive Language. 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. Any Service Credits paid by Cisco under this SLA will count toward the limitation of Ciscos liability under the Agreement. 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) We recommend using the Cisco Directory Connector for user. 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. 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. This includes partner connectivity to Cisco UCM Cloud, plus integration with OSS/BSS systems and with the customer support process. unhappy marriage signs SRUs are not refundable and must be used during the term listed in the applicable Ordering Document or they expire. Product overview What if you could collaborate more effectively with customers and partners on any network? (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). Unless otherwise agreed in writing, Smart Bonding is limited to a single integration from Ciscos CMSP and Customers ITSM. Unified Communications Manager Enh Single User-1000 to 10K. Customize, manage, and enforce usage features. Outputs: Draft Runbook, initial Managed Component inventory, Change Request, if needed. 11. Term and Termination. Service Request types not in the service catalog will be separately scoped and quoted before proceeding. Learn more about how Cisco is using Inclusive Language. With Cisco Unified Communications Manager (UCM) youcan. Plus, weve sold more than 100 million phones and deliver more than 30 billion Webex meeting minutes every month. As noted below, some Services components may have additional requirements. (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. FedRAMP provides a cost-effective, risk-based approach for the adoption and use of cloud services by U.S. government agencies. 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. 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. 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. Cloud and Systems Management > Read, Cisco Unified Communications Manager Cloud, View with Adobe Reader on a variety of devices. Summary: Cisco will manage the end-to-end lifecycle of Problems. Note, the minimum expiry for certificates is 365 days. This guide is an introduction on how to setup basic configurations on your Cisco Unified Call Manager (CUCM) server, in order to establish phone calls between two devices registered to it. 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. The Catalog will be accessible from a Cisco portal. To learn more about Cisco UCM Cloud for Government and our FedRAMP-Authorized services: Please contact your Cisco representative. 12. 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. In order to purchase the Services, Customer must also purchase a UCM Cloud subscription, and the Services purchased by Customer for an end customer will be co-terminous with the term of the end customers UCM Cloud subscription. The Runbook, Charges, Portal, CMSP Tools, and Service Level performance information are Confidential Information (as defined in the Agreement). Cisco will adjust the case priority in accordance with updated Priority of Iimpact or Incident resolution. Third-party reviews and audits upon FedRAMP authorization: Regularly audited by an independent FedRAMP third-party assessment organization. i) Changes to the Managed Elements that were not approved by Cisco. MACD services on a custom configuration created by Customer may be subject to additional terms and charges. Cisco will issue reports under this SLA as described below: 5.1. Availability: The IaaS is available from the Geographies and Locations listed in the table below. 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. Two MX Series product linesthe MX700 and MX800 Series performance line and the MX300 and MX200 Series value linegive you great flexibility to deploy and scale video as your needs change. Rate all helpful post by clicking stars below the answer. Before customer onboarding can start, the partner must complete peering and integration with Cisco UCM Cloud. Most of us are spending more time in meetings and Web and Video conferencing is intersecting. 10:57 PM Cisco Incident Management priorities are defined as follows: P1: Cisco and Customer will commit any necessary resources 24x7 to resolve the situation. Dedicated deployments: Feel confident that sensitive data is securely contained in U.S. data centers which are accessible by U.S. citizens only. Customer will be entitled to claim Service Credits for Ciscos failure to achieve the Service Levels (subject to this SLA). 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. 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. The documentation set for this product strives to use bias-free language. tunnelblick for windows. 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. 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. Alternatively, Cisco UCM Cloud and Webex Calling Dedicated support more legacy Cisco devices than Webex Calling, which requires specific devices in order to connect. What are Cisco's Hot Products? 3.4 Compliance with Laws. 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:. In addition, Cisco will analyze Incidents post-restoration to identify a Root Cause for P1 Incidents (as defined in Appendix B). Cisco Smart Accounts: https://www.cisco.com/web/ordering/smart-software-manager/smart-accounts.html. 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. Expedited and Complex service requests are excluded from this entitlement and incur a fee as outlined in the Service Catalog. Click the "Add another route" button at the bottom of the route table. 8. 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? Use these resources to familiarize yourself with the community: Regards The documentation set for this product strives to use bias-free language. Turn off the TFTP service on the Publisher Access Cisco Unified Serviceability -> Control Centre Feature Services -> Select TFTP and stop the service. 7. MACD services are outlined in the UCM Cloud Enterprise Cloud Service MACD Service Catalog. Term. The Sizing Tools estimate resource utilization and hardware requirements for the solution. Localized: A single location and/or multiple users are affected. 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). Cisco UCM Cloud for Government uses an as-a-service cloud approach that reduces complexity for your IT team and for users. 03:25 PM. The Ordering Documents will contain any minimum term or minimum Charges commitment associated with the Services. Cisco Managed Services. 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. Click the "Edit" button. P3: Cisco and Customer are willing to commit resources during Standard Business Hours to restore service to satisfactory levels. The first Measurement Period starts 90 days after the Service Activation date. UCM Cloud Get started with UCM Cloud Section Overview UCM Cloud overview Where is UCM Cloud available UCM Cloud data center locations 8.3. 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. A FedRAMP-authorized collaboration solution, Voice, real-time video, and information sharing. The Priority level is determined by applying the Impact and Urgency definitions to the chart below. Partner with Router-switch.com 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. Impact: An Incident is classified according to the breadth of its impact on end customers business (the size, scope, and complexity of the Incident). 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. 1.6 Resale. Constantly monitored: Continuous scanning against a database of current global security vulnerabilities. Ensure end-to-end visibility into your application portfolio, so you can spot and fix issues. for those Managed Elements that do not have a valid Cisco support and maintenance agreement. (For example: Cisco 6911, Cisco 6921) the above link is for 10.X but license definition and usage will be same. There is a possible financial impact to end customers business. Using Cisco Webex and the. 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). 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. 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. 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. 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. Customer must maintain a valid support and maintenance agreement for all Managed Elements. Summary: Cisco will support the standard default configuration as part of UCM Cloud as provided in this Service Description. This 5% entitlement is based on use of the Standard Default configuration being used does not apply to MACD for users with a custom configuration provided by the Customer (See Standard Configuration Implementation). Customers must create a Smart Account. 12-06-2019 01:01 AM. For more details, refer to https://www.cisco.com/c/en/us/buy/smart-accounts/software-licensing.html. FedRAMP processes are designed to assist federal government agencies in meeting Federal Information Security Management Act (FISMA) requirements for cloud systems. - edited Learn more about how Cisco is using Inclusive Language. The case may be left open for a prescribed period while operational stability is being assessed. FLEX 3 is the new model to purchase CUCM onpremises licenses and support. Directory synchronization and contact cards. Cisco will delay invoicing on a day-for-day basis if Cisco is the primary cause of the delay in Activation. 3.10 Order of Preference. How Cisco UCM Cloud for Government helps government. Standard configuration support and self-service onboarding. This initial configuration will have a fixed structure and naming convention that facilitates the onboarding of future devices and future self-service capabilities. As a part of the standard default configuration, Cisco will help enable the use of the Self-Service Onboarding capabilities within UCM Cloud. 2. 3.3 Order of Preference. P4: Cisco and Customer are willing to commit resources during Standard Business Hours to provide information or assistance. The term of the Services will be provided in the Ordering Documents. 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. There are four urgency levels. See Section 2.3 of Appendix A (Managed Services Terms) for more information. Combined with Cisco Webex Calling and services from Cisco certified partners, the UCM cloud provides today's business leaders with a flexible and advanced solution to their. b) Ability to submit and monitor Incident Tickets; and. less than 10) are affected. 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. 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. 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. 2. Customer Responsibilities. 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. In the "Target" column, select the vMX instance or interface ID. New here? Any failure by Cisco to meet the Service Level and/or KPI will be excused to the extent caused by: a) A material act or omission of Customer in breach of the terms and conditions of Agreement or Service Description, including, any Supplement or Exhibit; b) Customers failure to perform its responsibilities in the Service Description (including the referenced How Cisco Provides Services), the Agreement, the Ordering Document, or as mutually agreed in writing. Outputs: Recommendations, meeting agenda, draft Change Request, performance reports, Summary: Cisco will manage the deployment and lifecycle of security certificates for UCM Cloud. see Configure MRA Access Control in the Mobile and Remote Access Through Cisco Expressway Deployment Guide (X14.0) . 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. 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. For Centralized IM&P deployment, please refer 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. 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 . Go to Solution. Customer will notify Cisco within a reasonable timeframe if Customer believes there is an inaccuracy in any report. Performance Reports. 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 . c. Renewal. Also, for Cisco UCM 9.0 and later, you must convert all clusters connected to Cisco Prime License Manager (PLM) to Version 9.0. With any device? 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. However, providing proven and reliable collaboration tools with advanced levels of security required by the U.S. government can be a challenge. Outputs: Successful end-user onboarding test. Summary: Cisco will manage customer-premise Managed Elements (e.g., Gateways) identified in the Ordering Document as described in this Service Description. 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. Whats new with Cisco Unified Communications Manager Version 12.5. 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. Customer is solely responsible for determining the capacity necessary to support an Application. View with Adobe Reader on a variety of devices, Cisco Collaboration Sizing Guide for Collaboration System Release (CSR) 14, Cisco Collaboration System 12.x Solution Reference Network Designs (SRND), Cisco Collaboration System 11.x Solution Reference Network Designs (SRND), Cisco Collaboration System 10.x Solution Reference Network Designs (SRND), Real-Time Traffic over Wireless LAN Solution Reference Network Design Guide, Cisco Collaboration 9.x Solution Reference Network Designs (SRND), Cisco Unified Communications System 9.0 SRND, Cisco Unified Communications System 8.x SRND, Cisco Collaboration Preferred Architecture (PA) documentation, Other Cisco Collaboration Systems Release documentation, Cisco Unified Communications Manager product documentation, Cisco Business Edition 7000 product documentation, Cisco Business Edition 6000 product documentation, Cisco Unified Communications Manager Express product documentation, Cisco Unified Contact Center Enterprise Solution Design (SRND) Guides, Cisco Unified Contact Center Express Solution Design (SRND Guides, Cisco Unified Customer Voice Portal (CVP) Solution Design (SRND) Guides, Cisco Unified Intelligence Center Solution Design (SRND) Guides, Cisco Unified Contact Center Enterprise product documentation, Cisco Unified Contact Center Express product documentation, Cisco Unified Customer Voice Portal product documentation, Cisco Unified Intelligence Center and Intelligence Suite product documentation, Cisco Customer Care Solutions Ordering Guide, Unified Communications Manager Version 11.5, Unified Communications Manager Version 12.0, Unified Communications Manager Version 12.5, Unified Communications Manager Version 14, Unified Communications System Release 8.5, Unified Communications System Release 8.6, Unified Communications System Release 9.0. Two types of migration are supported: PAK-based Migration can be done for already fulfilled, partially fulfilled, and unfulfilled PAKs. significantly increased number of Incidents), Cisco may charge additional charges to address such items until the recommendations are implemented. 3.5 License. (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. 1.5 Portal. 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. 8.1. Outputs: Recommendations for Change; Change Request; Change Plan; Change Record. 2.6 Minimum Term and Minimum Charges Commitment. 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. 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. Cisco will perform the Services so that the Service Level Performance will, in each Measurement Period, meet or exceed the Service Levels. From the customer view in Control Hub, go to Services > Connected UC. Outputs: Service Request reporting, Service Request catalog, Management of customer-premise managed elements. 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. All Charges paid are non-refundable. Delivers advanced IP telephony features and crystal-clear, wideband audio performance to deliver easy-to-use, full-featured voice communications. 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. Total Qualifying Outage Time equals the aggregate sum of the downtime attributable to all Qualifying Outages during the Measurement Period. 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. Make these meetings more engaging with High-Definition (HD) video, audio, and content sharing. NOTE When you are configuring the third-party SIP phone in CUCM, a dummy MAC address can be specified. 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. those Devices not considered Managed Elements) by Cisco will be without any warranties or continuing obligations of any kind. There may be a significant, immediate financial impact to end customers business. 3.1 Definitions. In addition, Cisco reserves the right to charge Customer for expenses, costs, or time incurred, caused by Customers failure to perform its responsibilities. Any increases in capacity following an initial order will be subject to additional charges to be reflected in a subsequent Ordering Document, in the Service Catalog, or agreed in writing via the change control procedure. Reseller Credit. The maximum and aggregate Service Credit amount will be five percent (5%) of the Monthly Service Charges paid by Customer for the Services for the relevant Measurement Period. Government-defined architecture and SLAs: The architecture based on FedRAMP security requirements. Policies follow users as they roam networks. There are no warranties associated with these items outside of their use as part of the Services. It is available through a Cisco Collaboration Flex Plan subscription. After that, a Service Credit for any Cisco Product or Service will be issue within 60 days of the end of the Services Term. Improve load balancing, security, performance, and management to deliver fast, uninterrupted access to your applications. Basic : supports one device, including all Essential devices,plus basic (voice and video) call control features. 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. See and hear each other as if youre in the same room. Cisco Smart Software Manager satellite https://www.cisco.com/go/smartsatellite. Cisco UCM Cloud for Government is delivered by proven partners certified to offer Cisco Powered cloud services. Use the components of the automation toolchain to efficiently provision, configure, and manage the services that support your apps. Cisco reserves the right to charge Customer the equivalent support and maintenance fee for those Cisco Managed Elements that are not covered, or may reduce the Services (e.g., Cisco will not install updates, submit requests for hardware replacement, etc.) 2022 Cisco and/or its affiliates. d) Troubleshooting Incidents that predate Service Activation. Cisco Unified Communications Manager Cloud . Start a conversation Cisco Community Technology and Support Collaboration Other Collaboration Subjects CUCM in AWS Amazon Web Service Cloud 5871 25 7 CUCM in AWS Amazon Web Service Cloud DrVoIP Beginner Options 02-08-2017 06:31 AM - edited 03-13-2019 09:46 PM I am attempting to export a CUCM Virtual Machine image to an AWS EC2 instance. Priority defines the level of effort that will be expended by Cisco and Customer to resolve the Incident. Cisco UCM Cloud is part of Cisco's cloud calling portfolio powered by Cisco's call control engineCisco Unified CM. 1.2 Support and Maintenance. b) Cisco will not provide Services for any Managed Elements that are unauthorized (e.g., grey market, not properly licensed, etc.) You must be a registered Cisco partner to access the documents on this page. 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. 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. The Cisco Unified Communications Manager platform would be most suited for the below scenarios. Also, inclusion in the Catalog does not imply any certification or compatibility of any Application for use with UCM Cloud. Customer will manage all products and/or services that are not in the scope of Services (including the associated impacts from the Services). 3. Find answers to your questions by entering keywords or phrases in the Search bar above. 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. Implementation of UCM Cloud is not included with the Services. It is orderable now and is subscription-based. 2.1 Pricing Summary. We are becoming more connected, often on mobile devices. 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. Cisco Smart Software Manager: https://www.cisco.com/web/ordering/smart-software-manager/index.html. Blog For further details, refer to Cisco UCM Cloud Partner Onboarding Guide. Customers must create a Smart Account. 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). Ronak Patel 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. Industry-leading collaboration tools Cisco UCM Cloud for Government provides secure, reliable cloud-based collaboration that scales as needs change. If Customer fails to implement any reasonably requested Cisco recommendations or requirements, or fails to allow Cisco to make reasonably recommended Changes with respect to the Managed Elements or the Services, Cisco shall have no responsibility for any resulting delays, failure(s), or increased security risks with respect to the performance of the Managed Elements or Services. Download Blog Imagicle applications for your Webex Calling. 7.1. a. Outputs: Incident Ticket; Change request to resolve Incident; Recommendation to resolve Incident. 8.2. 2.5 Service Request Units (SRUs) and Related Charges. The following documentation provides additional technical information about deploying Cisco Unified Contact Center solutions. 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. 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. b. 3.7 Cooperation. If you're a partner see recent VoE/PIW webinars. Cisco Community Technology and Support Collaboration IP Telephony and Phones Ordering Guide for CUCM Options 2647 0 3 Ordering Guide for CUCM Go to solution johnson_cheng Beginner Options 01-29-2013 10:57 PM - edited 03-16-2019 03:25 PM Does anyone know where to download the ordering guide on Cisco.com? 3.9 Subcontractors. Service Level and Service Credits. 3.6 Security and Data Privacy Program. Capitalized terms not defined in this Service Description will have the meanings given in the Glossary of Terms for the Service Description for Cisco Managed Services (available at www.cisco.com/go/servicedescriptions) (Glossary of Terms). We and our partners store and . 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. 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. Below is a description of the standard services included as part of the Services, to the extent applicable based on the service components ordered. Capacity Options: Customer may order infrastructure capacity in increments of 1vCPU, 4GB memory, and 100GB storage-no subdivisions, substitutions, or oversubscriptions are provided- as described in the applicable Ordering Document. There is a probable significant financial impact to end customers business. 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. The documentation set for this product strives to use bias-free language. End-to-end encryption: FIPS 140-2 validated cryptography for secure communications. An industry leader in the digital transformation of government. Customers need to first migrate their existing classic PAK or PLM to the Smart Account and Virtual Account. Cisco UCM Cloud to Webex Calling: Head-to-Head . 3. It also provides links to a number of ordering and quoting tools. 1. We offer: Industry-leading collaboration: Built to meet stringent federal security requirements. The documents and other resources listed here provide design guidance, recommendations, and assistance for deploying Cisco Collaboration solutions. The following documents and resources provide system-level design models, guidelines, and recommendations for deploying Cisco Collaboration and Unified Communications solutions. Is the ability to connect in a secure way your onpremises UC components (CUCM, CUCM IM&Presence, Unityconnection) to Webex Control hub. Customer will provide and maintain sufficient connectivity (including, without limitation, any required local circuits, cross connects, and hardware) to Ciscos NOC. . Ideal for a variety of workers and settings throughout your organization. Cisco will implement the standard configuration including a PSTN dial plan. Any bulk MACD requests (10 or more of the same action) should be submitted as a single bulk request and will be separately priced. This document should be read in conjunction with the following documents: (1) Glossary of Terms; (2) any Service Level Agreement referencing this Service Description; (3) any Supplement(s); (4) the methodology and associated terminology used in determining the priority level of an Incident, which is included in Appendix B of this Service Description; and (5) any Ordering Document(s). UCM 8.6 Ordering Guide - Free download as PDF File (.pdf), Text File (.txt) or read online for free. 7.2. Thanks to the widespread adoption of mobile devices, government agencies can now empower their teams with the latest in voice and real-time video and information sharing technologies. 3.8 Confidential Information. Note, Cisco-created custom configurations are subject to separate terms and may incur additional charges. Don't worry, we are here to help. Customer will comply, and Customer will ensure that Customer will agree to comply, with all applicable laws, rules, and regulations related to the receipt and use of the Services and will obtain all approvals and licenses required by any third parties related to the Managed Elements, Customers or end ccustomers locations, systems, software, and network as are reasonably necessary for Cisco to provide the Services. 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. This SLA will start on the on its effective date and will automatically terminate with the termination or expiration of the Service Term. 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. . 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. Customer may not transfer, sell, or assign any Service Credits. The following documents and resources provide design guidance for deploying Cisco Unified Contact Center solutions. 4. 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. Cisco Unified Communications Manager (formerly Cisco CallManager, now known as Cisco Unified CM or CUCM) is an enterprise call and session management infrastructure that. Both Cisco UCM Cloud for Government and Webex Meetings are FedRAMP-authorized services. 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. From anywhere? 2.4 Additional Devices Added as Managed Elements. Performance Measurement. Release 12.5 is the latest feature release in market leading Cisco Unified Communication Manager. Voice and video To leverage the power of Webex platform to get analytics, monitoring, troubleshooting, certificate management and migration workflows for your on-premises Cisco UC deployments. 1.11 Cisco Recommendations and Changes. The Activation date will be provided in the Transition Plan. Software Options (New Expansion or Upgrade), New and expansion UCM Version 12.5 orders, UC Manager-12.x Essential User License User, TelePresence Room Based Endpoint, Single or Multi-Screen, Upgrade order (for customers without SWSS), Migration to UC Manager Plus (Smart Entitlements), Migration to UC Manager Enhanced (Smart Entitlements), Migration to UC Manager Basic (Smart Entitlements), Migration to UC Manager Essential (Smart Entitlements), Migration to UC Manager TelePresence Room based endpoint (Smart Entitlements), Migrating Cisco Unified Communication Manager 10.x and newer versions (PLM-based licenses) to UCM 12.5. Outputs: Integration and API specification. This article will hopefully help give you a better understanding of the ordering process and the included components for each service for Webex. 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. 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. 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