Cisco Smartnet SLA for E-mail Security VM

[rodrigo.cisco]

Hi Cisco Security Team,

When we configure on CCW ESA Bundle (AS,AV and OF) there is not option to choose SLA level and I would like to know whether Cisco has this information anyware to I forward to my customer.

[Mathew Huynh]

Hello Rodrigo,

May i ask if you could elaborate a bit further on the SLA requirements you're seeking so we can provide you some further details or direct you to the right contact for this enquiry.

Thanks,

Matthew.

[rodrigo.cisco]

Hi Matthew,

I was looking for a document about Response Time (SLA) to Cisco solve a problem with ESA application, and I found on the link below that talk about the several severity types and response time based on it:

http://www.cisco.com/web/about/doing_business/legal/service_descriptions/docs/Cisco_IronPort_Platinum_Support_Services_Description.pdf

BTW, thank you for the interest and attention.

Kind Regards,

Rodrigo Alves

[Mathew Huynh]

Hello Rodrigo,

Thank you for your update

I apologise as a TAC engineer we do not normally have these details on hand and your Cisco Account Manager would most likely be a better source for the details.

But essentially what you found in that URL for Physical ESA, the vESA's should be treated under the same processes.

Regards,

Matthew