1. WebEx Cloud Connected Audio Enterprise
Direct Support
Gautam Gupta
June 2015

2. 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

3. 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?

4. 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

5. 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.

6. 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.

7. 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.

8. 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.

9. 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

10. Enterprise Support Severity Levels