Army Digital Modernization Community

The Cisco Technical Assistance Center (TAC) provides unparalleled technical support service to Army customers wherever they may be in the world.

GEMSS Contract: # 204233836

How to Open Service Requests with Cisco TAC

There are four Severity Levels for support:

Severity 1 (S1). Network or environment is down or there is a critical issue affecting business operations. WWT and Cisco, along with the Government POC, will commit to 24x7 coverage until the case is resolved.

Severity 2 (S2). Operations on an existing network or environment is severely degraded. WWT and Cisco, along with the Government POC, will commit full-time resources during standard business hours to resolve the situation.

Severity 3 (S3). Operational performance of your network or environment is impaired. WWT and Cisco, along with the Government POC, will commit resources during standard business hours to resolve.

Severity 4 (S4). Information is required on Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations.

About this Community

The Global Enterprise Modernization Software and Services (GEMSS) enterprise agreement is a five-year Army program intended to move the Army from its legacy network solutions to a modern, Zero-Trust network architecture built on software-defined networks enabling advanced security, integrated digital voice and video collaboration, secure remote access to work from anywhere, and modern mobile security. GEMSS will be a one-stop-shop for Cisco network security, software, design and support services, and training.