Army GEMSS feature: Smart Net Total Care 4-Hour Replacement Program
The Army Global Enterprise Modernization Software and Services (GEMSS) contract provides access to software, advanced and technical services to the US Army. The Smart Net Total Care (SNTC) 4-Hour Replacement Program is a vital contract feature under Army GEMSS that is available to Army organizations world wide subject to an Army organizations geographic location and proximity to any of Cisco Systems fulfillment depots globally.
Cisco's SNTC program enables world-class product level technical support, hardware replacement and OS software updates—all made simple by a range of smart capabilities.
Program Benefits:
- 50% faster issue resolution
- 100k + personnel hours saved
- 80% reduced inventory management
Program Services:
- Hardware Support
- Resolve issues faster with 24-hour access to Cisco experts. Choose the hardware replacement speed that's right for you, including the Next Calendar Day option. Get operating system software updates from the Cisco support website.
- Cisco Digital Support
- Our personalized web and mobile support provides you with the ability to see model-specific content, download software, access automated tools, join forums, and manage your support cases.
- Smart Capabilities
- Manage your Cisco inventory, product lifecycle and contract status—plus, view alerts and reports relevant to your network—all with the ease of automated tools.
Under Army GEMSS, the next business day hardware replacement for registered Army procured Cisco OEM hardware identified by serial number & location, is available for subset of the Army's Cisco Systems install base. This Cisco offering is for Army Cisco OEM equipment that is installed within a 4-hour delivery radius of a Cisco Depot. For locations outside the 4-hour delivery radius, best-effort responses will apply, usually not to exceed 24-hours. For the program to applied to your Cisco OEM assets, please provide 2-weeks processing time by Cisco systems prior to submitting a 4-hour support request.
Army users can start their registration into the 4-hour replacement program by completing this downloadable form: Form here
- Fill out the US Army GEMSS Hardware Request Form
- Designate 4-Hour Service by Serial Number, Virtual Account, and include updated location
- Send US Army GEMSS Hardware Request Formto Cisco Asset Management Team: armyassetmgr@cisco.com
Once your organization's Cisco OEM equipment has been added to the SNTC 4-hour Replacement Program, Army GEMSS users can access support via the Support Case Manager (SCM) tool by utilizing the following methods:
- Call Cisco's commercial TAC at 800-553-2447 Option 1., for live handoff to an Engineer or Access https://mycase.cloudapps.cisco.com/case, follow the steps provided, and provide information consistent with your GEMSS contract requirements. During normal business hours (8 a.m.-8 p.m. Eastern): Contact Cisco TAC at 1-800- 553-2447 and ask to raise your request to Severity Level 1 or 2.
- Engage their High Touch Operation Manager (HTOM) during business hours at dod-htom@cisco.com or ggsghtom@epage.cisco.com outside of operating hours.
The SNTC 4-Hour Replacement Program is a unique benefit to the US Army which addresses critical system operational availability to Army users worldwide. As of the writing of this Blog, this contract benefit to the Army is fully available and all network enterprise organizations, units and agencies are strongly encouraged to utilize this program.
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We encourage all Army end users to visit the Army GEMSS Digital Modernization Community Page and become a member of the community. WWT Army GEMSS experts are available to support your questions and welcome feedback. Please reach out to us at: usarmyciscogemss@wwt.com.