*Click here to request GEMSS Support and Training*
Once submitted, a GEMSS Expert will contact you within 48 hours.
Support & Training Areas of Assistance:
How to Open Service Requests with Cisco TAC
How to Open a TAC Case - Guide
There are four Severity Levels for support:
Severity 1 (S1). Network or environment is down or there is a critical issue affecting business operations. WWT and Cisco, along with the Government POC, will commit to 24x7 coverage until the case is resolved.
Severity 2 (S2). Operations on an existing network or environment is severely degraded. WWT and Cisco, along with the Government POC, will commit full-time resources during standard business hours to resolve the situation.
Severity 3 (S3). Operational performance of your network or environment is impaired. WWT and Cisco, along with the Government POC, will commit resources during standard business hours to resolve.
Severity 4 (S4). Information is required on Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations.
- Call the Cisco's Technical Assistance Center (Cisco TAC) at 800-553-2447
- Select "Option 1" for a Live Customer Hand-off to a Cisco engineer
Note: You must have of the following to request assistance:
- Your Cisco.com ID (CCO ID) and contact information (full name)
- Anticipated severity level
- Preferred contact method (email address or phone number)
- GEMSS Contract # 204233836
- Device serial number
- Description of your issue (symptoms, business impact, technology)
- Site information (for verification purposes)
- The troubleshooting steps you have already taken
Use the online tool to initiate your service request.
If your case is not progressing adequately, or in the case of unsatisfactory service, escalate your request as follows:
During normal business hours (M-F, 8 a.m. – 6 p.m. Eastern)
- Contact Cisco TAC at 1-800-553-2447
- If your request is not already Severity Level 1 or 2 ask that severity be raised.
- If your request is already at Severity level 1 or 2, you may at any time contact your High Touch Operations Manager (HTOM) via phone or by emailing the HTOM Team at armyhtom@cisco.com
Outside of normal business hours, including weekends and holidays
- Contact Cisco TAC at 1-800-553-2447.
- If your request is not already Severity Level 1 or 2 ask that it be raised.
- Ask for the TAC Duty Manager on duty.
- You may also engage the on-call U.S. Public Sector HTOM by emailing ggsghtom@epage.cisco.com
Cisco Extended Security Support
Under Army GEMSS, Cisco extended the security and vulnerability IOS software support services for legacy switches in the Army Install base.
- C3750X
- C3560C
- C3560CG
- C3560X
- C3850-24P
- C3850-24T
- C3850-48F
- C3850-48P
- C3850-48T
- C3850-48U
If you require software vulnerability support on a legacy switch please open a TAC case.
Cisco Education
To maintain readiness in a fast-moving and technologically dynamic world, Soldiers, Army Civilians and contractors must be lifelong learners: committed to "learn, grow and achieve technically and tactically throughout their career, wherever they serve," as the Army says.
Learn, grow and achieve technically and tactically throughout their career, wherever they serve.
The Global Enterprise Modernization Software and Services (GEMSS) program contributes to this perpetual training and development with access to a variety of training programs:
Cisco Networking Academy is a comprehensive e-learning program providing web-based content, online assessment, student performance tracking, instructor training and support, and preparation for industry-standard certifications.
Under GEMSS, Soldiers, Army Veterans, Army Civilians and Army Contractors can gain foundational networking and cybersecurity skills through this program.
NetAcad is specifically recommended for:
- Soldiers with any MOS that are reclassifying to Signal or Cyber MOS'
- Soldiers with MOS series 17, 25, or 35
- Soldiers in any MOS seeking to develop IT or Cyber skills
- Any Army Civilian or contractor seeking to develop IT or Cyber skills
Learn more and gain access to the Cisco Networking Academy - Click Here
Cisco U. is a digital learning experience that recommends personalized content for each learner with unlimited access to in-depth training and hands-on labs.
Support diverse learning styles with diverse content types: Everyone learns in different ways. Cisco U. podcasts, videos, tutorials, and courses cover all levels of expertise and tech domains.
Take the guesswork out of certification prep: Cert training mirrors exam blueprints with pre-assessments that point out areas to skip, and post-assessments to validate learning.
Cisco U. is recommended for:
- Any Soldier, or Army Civilian seeking to meet DoD 8570.01 Certification Requirements (at any IAT/IAM Level) to perform mission-critical tasks. These include:
- CCNA Security
- CCNP Security Specialization
- CCNA Cyber Ops
- Army Civilian Career Series 2210 (Information Technology Management) 71 (Cyber), or 0132 (Intelligence)
- Army Warrant Officers designated 255X (Signal) or 170X (Cyber)
- Army Officers in Functional Area 26X or 17X (Cyber Officer)
- Army Non-Commissioned Officer (NCO) in career fields 25 (Signal), 17 (Cyber) or 18E (SOF)
How to apply:
Step 1: Log into Army PEO EIS CHESS License Tracker for Software (LTS)
Step 2: Complete the Request and Requesting User's Information data fields
Step 3: At Request Item Page Click:
- Product Type = Cisco
- Product = Cisco U. OY3
- Quantity = Please submit 1
- Date Requested = This will self-populate
- Comment =
- Please provide information for your G6/G8 that will provide justification for approval.
- Include your Cisco CCO ID associated with your official military email address.
- Provide any Cisco Certifications required in performance of your official job function and any existing certification's and expiration dates for recertification.
If you wish to request access to a Cisco Education License, please take note of the following requirements:
Exclusions: Individuals from MEDCOM (U.S. Army Medical Command), INSCOM (U.S. Army Intelligence and Security Command), and SOCOM (U.S. Special Operations Command) do not have access to the Army GEMSS (Global Enterprise Modernization Software and Services) Education Licenses.
Priority: Priority is given to civilian and military personnel.
Official Army Email Address: All requests must be made using your official Army email address. Personal email requests will be denied.
Cisco CCO ID: Your CCO ID associated with your official military email must be included in your request. Submissions without this information will be denied.
Cisco Certifications: Please provide information on any Cisco certification requirements in performance of your official job function. Additionally, please provide existing certification's and their expiration dates.
Single License Request: Each request should only include one license, and it should be requested for your use.
Request Justification: You must provide a reason for requesting the license. Those individuals with certification requirements will be given priority on the request list.
Please ensure that you meet these requirements and follow the instructions provided to request a Cisco Education License successfully.
Prioritization of 580 Cisco U subscriptions are as follows:
- Cisco U users from OY2 that are still actively in training
- Wait-listed military and civilian personnel from OY2
- New Subscription request meets mandatory job-required Cisco certifications
- New military and civilian certification requests
- New military and civilian certification CE's
There are a select # of Cisco U. licenses under Army GEMSS for OY3 and all licenses are on a first come, first serve basis and approved through our Cisco U. Prioritization.
If the number of licenses is 0, users will be unable to submit a request via CHESS. To be placed on the Army GEMSS Cisco U. Wait List, please submit the wait list form here.
If additional licenses become available, we will reach out to you in the order of your submission so you can then submit a request.
Customer Success Support
Your Customer Success Executives (CSEs) will work with you to understand your business, develop a success plan and orchestrate the right resources at the right time to help you execute your plan.
To fully understand your goals, environments, operational maturity, and barriers to adoption and implementation. The CX team will provide best practice feedback and recommended follow-on sessions for success.
Consulting engagements to facilitate onboarding, adoption, and usage of complex solutions through custom interactions.
Provide hardware and software review, deployment validation, high-level performance review, utilization of features, and configuration best practices of a currently implemented Cisco technology.
Product introductions and overviews, as well as helpful tips on specific Cisco technologies.
Customer Onboarding increases the awareness, adoption and utilization of Enterprise Agreements (EA) across all aspects of your software investment - Onboarding Kick-Off
Our Customer Success Roadmap is tailored to your goals, priorities and need for lab services, adoption activities and EA+ management. Long-term success requires in-depth planning and focused conversations with stakeholders to align internal initiatives to business goals and strategy.
EA+ from WWT is designed to help you choose the best licensing options for your needs and promote end-user adoption to drive strategic outcomes.
Benefits and value:
- Simplify your environment while reducing total cost of ownership
- Achieve attractive volume discounts and predictive cost structures
- Easily track and manage hardware and software investments
- Innovate faster using our ATC to replicate your production environment, load test EA software at scale and compare entitlements against existing solutions
- Benefit from new entitlements quicker by using our Integration Centers to accelerate deployment while reducing the overall risk, cost and complexity
The Customer Experience team has experts available for every major technical domain,
- Network Device Onboarding
- Software Image Management
- Network Segmentation
- Network Assurance, Scalable Access Policy
- ACI Network Provisioning and Operations
- ACI Distributed Networking
- ACI Network Automation
- Integrated Secure Operations
- Catalyst Center, SD-WAN
- AMP4E, Email Security
- ISE
- Next Generation Fire Wall
- Secure Network Analytics
- Tetration
- Umbrella
- Web Security
- Webex Meetings
- Webex Teams
- Webex Devices
- Webex Calling
- UCM On-Prem
- UCM Cloud
- HCS, and more!
Plan for success
Our Customer Success Roadmap is tailored to your goals, priorities and need for lab services, adoption activities and EA+ management. Long-term success requires in-depth planning and focused conversations with stakeholders to align internal initiatives to business goals and strategy.
Labs
A collection of physical labs, virtualized to create a collaborative innovation ecosystem to design, build, educate and deploy innovative technology products, integrated architectural solutions and digital business outcomes for our customers, partners, employees and communities around the globe.
Smart Net Total Care
Enjoy world-class product—level technical support, hardware replacement and OS software updates—all made simple by a range of smart capabilities.
Benefits:
- 50% faster issue resolution
- 100k + personnel hours saved
- 80% reduced inventory management
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.
Next business day hardware replacement for Cisco branded equipment, with 4-hour replacement for up to a Government identified (by serial number & location) 10% of the install base list for equipment available within a 4-hour delivery radius of a Cisco Depot. For locations outside the 4-hour delivery radius, best-effort will apply. Best effort will not exceed 24-hours. Government will provide 2-weeks advanced notice of the 4-hour inventory prior to a 4-hour support request.
To submit your application for Army Cisco Systems OEM hardware - 4-hour replacement program: Form here