Sourcefire Acquisition QA - Cisco

External Services Q&A

Sourcefire Acquisition Introduction This document provides answers to some of the most common questions regarding service offerings, service agreements, and technical support for Sourcefire now that Sourcefire is a part of Cisco.

Service Offer Q. How will Sourcefire Services and Solutions be integrated into the Cisco® Services portfolio? A.

Sourcefire offers a rich portfolio of services that complements and will enhance the Cisco Services Security portfolio. As we evaluate the services portfolio and support processes, we will develop a well-defined strategy and plan for portfolio integration and service agreement migration.

Q. Can I expect the same service coverage? A.

We will make every effort to transparently integrate offers so that the customer experience remains the same.

Q. How will services be quoted and ordered? A.

Until Sourcefire products and services are orderable on the Cisco global product list (GPL), quoting and ordering of new services or renewals are as follows: 

Customers and partners should use the Cisco tools and processes for products and services purchased from Cisco.



Customers and partners should use the Sourcefire tools and processes for products and services purchased from Sourcefire.

Service Delivery and Support Note that current Sourcefire customers and partners should continue to use the same process for support on installed Sourcefire products. The migration to Cisco tools and processes, including access to the Cisco Technical Assistance Center (TAC), will be communicated with ample lead time.

Technical Services Q. How do customers and partners get support for Sourcefire products? A.

Sourcefire customers and partners should continue to use their existing support processes and tools to access product support. Sourcefire customers can open a service request by telephone, online, or by email at [email protected]. For high-priority support requests that require immediate assistance, customers should call Sourcefire support using one of the following toll-free numbers:   

 

United States: 800 917-4134 United Kingdom: 0808-234-7102 Australia: 1800-096-126 New Zealand: 0800-441 952 Japan: 00531-121920

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.

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Q. How do customers get support for Cisco products? A.

Customers should continue to use the Cisco TAC for technical support on Cisco products. For more information about opening a technical support case and for regional TAC telephone numbers, refer to www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html.

Training Q. Now that Sourcefire is part of Cisco, how can I get training on Sourcefire products? A.

Training information on Sourcefire technology can be found at www.sourcefire.com/services. For quotes and pricing, email [email protected] or contact 866 505-9113 or 734 743-6550.

Q. Now that Sourcefire is part of Cisco, how can I get training on Cisco products? A.

Cisco training curriculum consists of : 

Cisco product-based training (both instructor led and e-learning): o The instructor-led courses are offered by Cisco authorized learning partners and can be found at tools.cisco.com/GlobalLearningLocator/LLocatorHome.do. o



The e-learning courses are available for purchase and download on the Cisco Learning Network Store at learningnetworkstore.cisco.com/market/prod/homeWork.se.work.

Certifications training (specialist and career certifications such as CCNA®, CCNP®, and CCIE®)

For more information about Cisco training courses and certifications and to participate in discussions, visit the Cisco Learning Network.

Service Agreement Migration Q. When will Sourcefire customer service agreements be migrated into the Cisco installed base? A.

A cross-functional team will evaluate the portfolio, review the service contracts, and develop a well-defined plan for mapping and migrating service agreements.

Q. How do Sourcefire customers renew service contracts? A.

Until service agreement migration, Sourcefire customers should continue to renew their support agreement as they have in the past. For any questions, contact the Sourcefire Customer Loyalty team at [email protected].

Q. Where can customers find more information about service support and service agreement

migration? A.

Information and updates on service agreement migration, along with instructions for opening and tracking service requests, can be found on the Service and Support for Sourcefire Acquisition website at www.cisco.com/en/US/products/ps13449/serv_group_home.html.

Q. Where can customers go for more information about the acquisition? A.

Sourcefire acquisition and integration website: www.cisco.com/web/about/ac49/ac0/ac1/ac259/sourcefire.html

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.

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© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.

Page 3 of 3