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Glossary of Terms
Additional Services means installation of new Hardware, system additions, Hardware upgrades, dispatch of a field engineer, or nonmandatory engineering changes. Advance Replacement means shipment of replacement Field-Replaceable Unit (FRU) before receiving failed or defective FRU. Advanced Services means the services set forth in the AS Service Description(s) found at and/or SOW(s) selected by the Customer. Advanced Services does not include Cisco’s core maintenance services, such as Smartnet or Software Application Services, nor does it apply to the purchase, support or maintenance of any Products. Advanced Services Engineer means the Cisco engineer appointed to be the main point of contact for Advanced Services. Application Software means non-resident or standalone Software Products listed on the Price List that include but are not limited to Cisco Systems® Network management Software, security Software, IP telephony Software, Internet appliance Software, Cisco® Intelligent Contact Management Software, IP Contact Center Software, and Cisco Customer Interaction Suite Software. AS Service Descriptions mean the description of the Advanced Services available from Cisco, which are available at Authorized Channel means a system integrator, distributor or reseller authorized by Cisco to sell Services. Business Days means the generally accepted days of operation per week within the relevant region where the Services shall be performed, excluding local holidays as observed by Cisco. ( is the Cisco Website for its suite of online services and information.

Confidential Information means proprietary and confidential information received by Cisco or Customer in connection with the Agreement and their relationship. Such Confidential Information may include, but is not limited to, trade secrets, know how, inventions, techniques, processes, programs, schematics, software source documents, data, customer lists, financial information, and sales and marketing plans or information which the receiving party knows or has reason to know is confidential, proprietary or trade secret information of the disclosing party, as well as, in the case of Cisco, any information posted on Customer or End User means the entity purchasing Services for its own internal use either directly or through an Authorized Channel. Data Collection Tools means Hardware and/or Software tools that support Cisco’s ability to provide troubleshooting on cases, data analysis, and report generation capabilities as part of the Services. Deliverable(s) means, with respect to each AS Service Description and/or SOW, the items to be delivered by Cisco as set forth in an applicable AS Service Description and/or SOW, including without limitation any Software, Reports, Data Collection Tools, and/or Scripts. Depot Time or Local Time means Central European Time for Services provided in Europe-Middle-East and Africa, Australia's Eastern Standard Time for Services provided in Australia, Japan’s Standard Time for Services provided in Japan and Pacific Standard Time Services provided in all other locations. Device Type means a Cisco supported Hardware Product (for example, Cisco Catalyst® 6509 Switch, GSR 12000 and Cisco 7200 Series Router). Documentation means user manuals, training materials, Product descriptions and specifications, technical manuals, license agreements, supporting materials and other information relating to Products or Services offered by Cisco, whether distributed in print, electronic, CD-ROM or video format.

Controlled Doc. #322444 Ver: 1.6

Last Modified:1/20/2012 1:05:05 PM of Terms.doc


extensions.x]. Feature Set Upgrade means a separately licensed and priced Software release that contains an enhanced configuration or feature set.doc CISCO CONFIDENTIAL . algorithms and other industrial property rights. perform base problem determination and collect relevant technical information.  Hardware means tangible Cisco equipment. installation. Four-hour Response means:  For Advance Replacement Service. IDS and VPN3000). and supported by Customer. designs. divisions or reissues thereof now or hereafter in force (including any rights in any of the foregoing). continuations. FRUs also may be subject to size and weight limitations. filter nontechnical problems from technical problems.x. moral rights. and mask works. Field-replaceable Unit (FRU) or Service Part means any component or subassembly of an item or unit of Hardware that reasonably can be replaced at Customer's of Terms. renewals. resolve obvious Hardware problems.x. with works of authorship throughout the world. license. and maintain knowledge of the End User's network. (iii) trade secret rights. ATM/Frame Relay. or configuration change. and (vi) all registrations.x. Cisco designates Major Releases as a change in the ones digit of the Software version number [(x). For onsite service. the four-hour time period commences upon the Cisco problem diagnosis and determination that remedial onsite service is required and ends when Cisco personnel arrive onsite. #322444 Ver: 1.x]. Cisco designates Maintenance Releases as a change in the digits to the right of the tenths digit or of the hundredths digit of the Software version number [x. Network or Environment means a set of interconnected and interworking Cisco supported Hardware and Software that is implemented.Page 2 of 4 Equipment List means the list of Hardware and/or Software for which Cisco provides services. provide regular problem resolution status reports to the End User. the four-hour time period commences upon the Cisco problem diagnosis and determination that a FRU is required and ends when the FRU is delivered or other local resources. or components made available. but not limited to. contract. and all derivative works thereof. Cisco designates Minor releases as a change in the tenths digit of the Software version number [x. initial applications. Network Infrastructure Size means the total value of Products in Customer's Network based on the global list price of the Products that Customer has purchased.(x)]. provide basic support on the standard Software protocols and features. Firewall. or otherwise. Event means notification by Customer of its performance of a planned Network Hardware.(x) or x.x. and Update and Feature Set Upgrade support.(x). Maintenance Release means an incremental Software release that provides maintenance fixes and may provide additional Software functions. Minor Release means an incremental release of Software that provides maintenance fixes and additional Software functions. neighboring rights. (ii) trademark and trade name rights and similar rights. Hardware and Software configuration. resolve known problems (through documentation available on Cisco. IP core and Cisco security devices including.6 Last Modified:1/20/2012 1:05:05 PM Cisco. Intellectual Property means any and all tangible and intangible: (i) rights associated Controlled Doc. On Site means the Services are to be performed at a Customer location (“Site”). metro optical. (v) all other intellectual and industrial property rights (of every kind and nature throughout the world and however designated) whether arising by operation of law. Software. including but not limited to copyrights. devices. Major Release means a release of Software that provides additional software functions. collect captured network traces and diagnostic data. First Level Support or Level 1 means the ability to provide general Product information (pre-sales and post-sales). provide basic internetworking troubleshooting expertise. operated. (iv) patents. Network Infrastructure means your core transport and aggregation Network technology (for example.

and related non-Software Deliverables provided by Cisco pursuant to the Agreement. (ii) 8:00 AM to 5:00 PM. including any copies. Purchase Order or PO means a written or electronic order to Cisco for the Services to be provided by Cisco under the Agreement. upgrades.. modifications. use external analyzing tools when appropriate.Page 3 of 4 Price List means the price list for services applicable in the country where the Services are ordered or delivered. The IDS/IPS uses this comparison to detect suspected malicious network traffic behavior. TAC means the Cisco Technical Assistance Center. as applicable: (i) 8:00 AM to 5:00 PM. provision of advanced support on all Software protocols and features. determination of Product specification defects. and any derivative works thereof. and provide contact with complete steps to reproduce a problem in event of escalation to Third Level Support..e. enhancements. becomes the signature database that the Product uses to detect suspicious behavior. Last Modified:1/20/2012 1:05:05 PM Cisco. geography. Remedial Hardware Maintenance means diagnosis and onsite replacement of Hardware components with FRUs. for replacement of failed Products. on Business Days within the relevant region where the Advanced Services shall be performed. by e-mail or other web based tools that a new Signature File(s) are available to download. Updates. Signature File Notification means to notification to Customer by Cisco. perform interoperability and compatibility testing for new Software and Hardware releases prior to being deployed into production network.g. Scripts means software scripts. generate workarounds for Hardware and Software bugs (where present or alternate functionalities allow it) and troubleshooting bugs that were not diagnosed or resolved during First Level Support. analyze traces and diagnostic data when appropriate. recommendations. macros and batch files provided by Cisco pursuant to the Agreement.6 intended to provide an update to the signature database resident in a Cisco Product having Intrusion Detection System or Intrusion Prevention System (IDS/IPS) functionality. resolution of most Hardware. to be provided by Cisco. Software Track means a unique set of Hardware feature combinations (e. provision of lab simulation and problem posting.doc CISCO CONFIDENTIAL . and Software problems. or (iii) 8:00 AM to 5:00 PM (9:00 AM to 5:30 PM for Europe and Emerging Markets) local time. The Signature File therefore. Hardware platform. Network of Terms. Reports means reports. features. Depot Time. stability requirements. Signature File means a file comprised of a package of network signatures which is Controlled Doc. definition of an action plan for troubleshooting/resolution. network configuration unique device Technical Support Services means Services that provide both essential proactive and reactive operation and maintenance support Services identified as Technical Support Services at http://www. Remote means the Services are to be performed from a Cisco location. once installed in an IDS/IPS product. Local Time at the location of the respective Cisco TAC. Services means one or more of the Cisco services options selected by the Authorized Channel or Customer. #322444 Ver: 1. Statement of Work or SOW means the documents agreed upon by the parties that define the Services and Deliverables. Standard Business Hours means. RMA means Return Material Authorization. Second Level Support means the ability to resolve the majority of complex configuration problems by troubleshooting and simulation (i. on Business Days. if any. This signature data base is used by the IDS/IPS product to compare network traffic against data patterns within the Signature File library. for case handling of TAC calls. on Business Days. risk) that could potentially be addressed by a single Software release. Product means Cisco Hardware and Software products that are made generally available. Software means the software programs provided by Cisco. as applicable. recreates). module requirements.

Updates do not include Feature Set Upgrades. and identify interoperability issues that may be caused by 3rd party software/hardware. For onsite service. content networking.  Update means Cisco Software Maintenance Releases. and (ii) Cisco support of the Application Software. Transactional Advanced Services means the project related or consultancy Services sold under a Statement of Work. but not limited to. and the applicable license fee for that upgrade has been paid. provide or interface with Product and/or Software development engineering support for resolution of Product defects.doc CISCO CONFIDENTIAL . issue reproduction with complex lab simulations. and all upgrades/updates thereto. Third Level Support means the ability to resolve unknown problems such as problems reported to TAC for the first time in which no documentation exists for the problem on Cisco. that are designated by Cisco as required for: (i) The operation of Application Software in conformance with Cisco applicable Application Software Documentation. the two-hour time period commencing with our problem diagnosis and determination that remedial onsite service is required and ending when Cisco personnel arrive Third Party Products means third party hardware and/or software. Minor Releases and Major Releases containing the same configuration or feature Controlled Doc. #322444 Ver: 1. the twohour time period commencing with Cisco’s problem diagnosis and determination that a FRU is required and ending when the FRU is delivered onsite. set as originally of Terms.6 Last Modified:1/20/2012 1:05:05 PM Cisco. broadband. generate workarounds for Hardware and Software bugs and troubleshooting bugs that require a specialized expertise level beyond First or Second Level Support. unless the Customer has upgraded the applicable Hardware or Software to a configuration or feature set other than what was originally acquired.Page 4 of 4 Technology Application means specific technologies including. and IP telephony that do not operate at the Network Infrastructure level. resolve problems associated with an identified bug that is not yet published on Cisco. Two-hour Response means:  For Advance or any other format.