WebEx Cloud Connected Audio Enterprise Direct Support Gautam Gupta gautgupt@cisco.com June 2015

Cloud Connected Audio (CCA) – At A Glance Cloud Connected Audio (CCA) is a natively integrated audio conferencing solution for Cisco WebEx® meetings, delivered over a hybrid deployment model and provides all the market- leading features, functionality, user experience and mobility support of WebEx conferencing. CCA extends the functionality of Cisco® Unified Communications Manager and incorporates premise-based equipment to connect customer to a Cisco Collaboration Cloud data center using dedicated SIP trunks. Call routing is performed on premises, call signaling and audio traffic occurs over the IP link, and call mixing is done in the Cisco WebEx cloud. Default service DMARC of the solution is peering router in WebEx Cloud. Cisco WebEx Cloud Default Service DMARC Active Peering Link Active Peering Link Active CUBE Active CUBE Customer’s Network Customer DC1 Customer DC2 SME Cluster Media Gateway Key benefits of routing all the previously dedicated PSTN traffic? PSTN

Enterprise Direct Support Two Day 2 Support Levels Enterprise Direct Support Cisco Managed Service Included in CCA port price Service DMARC – Peering router in WebEx Cloud 24 X 7 phone support – Tier 2 and beyond Tier 1 support to be provided by customer’s IT helpdesk Customer to purchase at an additional per port price per month Extend the service DMARC to on- premise Customer CUBE Three support offerings CUBE Management Voice Quality Monitoring Tier 1 Helpdesk Key benefits of routing all the previously dedicated PSTN traffic?

CCA Enterprise Direct Support - Scope WebEx Technical Support Scope WebEx Meeting Cloud Service Support WebEx Audio Cloud Service Support Productivity Tools WebEx Mobility Where: up to the DMARC of the CCA IPOP(s) inclusive of CUBE architecture and upstream architecture that the customer connects to. Support from one team, one phone number Cisco WebEx Cloud Default Service DMARC Active Peering Link Active Peering Link Active CUBE Active CUBE Customer Responsibility Customer’s Network WebEx Audio Traffic flow from the IPOP through leased lines and into Customer premise. Customer, with the assistance of Cisco Multi-Service TAC, will support hardware and software on the CUBE and SME components that are on customer premise Customer will support the WebEx Meeting Service data from customer premise out to the publically available internet Customer DC1 Customer DC2 SME Cluster Media Gateway PSTN

CCA Enterprise Direct Support Support & Escalation Flow WebEx TS will provide support as a Tier 2 Helpdesk for Customer Tier 1 Helpdesk All Tier 2 Helpdesk to Helpdesk support is 24x7x365 Support Customer will be required to support Tier 1 Helpdesk Support Requests Technical & Executive Team Customer’s IT or 3rd Party Vendor Tier 3 & Beyond CCA Enterprise Support Tier 2 WebEx Operations & Engineering Customer User Tier 1 Customer Helpdesk WebEx Technical Support Customer may provide 3rd Party Vendor resources to support customer On-Premise Equipment and Connectivity to the Cisco WebEx IPOP in conjunction with the WebEx TS team.

CCA Enterprise Direct Support Support for Customer’s 3rd Party Vendor WebEx TS will work with Customer’s 3rd party vendor partner as point of contact for Customer Technical and/or IT team to provide support for all WebEx Cloud Services (Meeting, Audio, etc) up to and inclusive of the Cisco WebEx IPOP. Customer’s 3rd Party Vendor will assume responsibility for support for Customer Data connectivity to IPOP from Customer Technical Team Customer’s 3rd Party Vendor will assume responsibility for support of customer On-Premise equipment such as CUBE or SME devices, working with CISCO Multi- Service TAC as needed and coordinating troubleshooting with WebEx TS Customer’s 3rd Party Vendor will essentially be an overlay over Customer IT/Technical Teams and follow the same support agreements as documented here.

WebEx TS: Incident Management Support Activities inclusive of Incident Management TS will assist Customer with analysis of suggested fix by WebEx Cloud Services relative to the customer environment. TS will assist Customer with validation testing for any proposed solution for CCA. TS will communicate to the customer a summary of a customer impacting issue, how the issue arose, status of root cause analysis, actions taken and how similar issues will be prevented in the future. TS will analyze current and historical data to identify and resolve recurring and/or potential incidents TS will help analyze customer use cases as they relate to CCA in order to provide feedback to help minimize or prevent conflicts with the CCA service capabilities. TS will expedite and communicate to the customer technical teams any incident that WebEx is aware of that will impact the customers experience within the below documented SLAs. Customer will be required to maintain accurate customer contact information in order for this process to be effective.

WebEx TS: Change Management Support Activities inclusive of Change Management WebEx TS will provide advanced notice of Service- affecting changes to the Conferencing Service within the WebEx Cloud as follows: Planned changes: 14 days or greater Emergency changes: less than 24 hours WebEx TS will assist customer in analyzing service- affecting changes, work through potential back up plans and roll back plans and any changes to customer use case necessitated by potential change. WebEx TS will assist customer in coordinating major service changes should they be necessary along with the Customer Success Manager and extended account teams.

External Customer Communications Types Planned Activity New Releases & Migrations (1-2 week Notification)* Planned Maintenance (1 Week Notification) Unplanned Service Interruption or Emergency Patch Deployment Customer Service Bulletin (+ High Touch Notifications) (10 minute initial SLA w/ recurring updates) Emergency Maintenance Notification (Sent as early as possible) * Lock down will prevent site from standard upgrade process

Enterprise Support Severity Levels