Specifications include, but are not limited to: 1. Smart Net Total Care Onsite 8x5xNext Business Day (SNTC 8x5xNBD) This is an onsite support service that will be offered by Cisco for the components designated by SNT next to them in Section 2. As part of this offering, Cisco shall offer Advance Hardware Replacement with next business day delivery, 8 hours a day, 5 days a week Cisco shall offer onsite support next business day if needed, from 9 AM – 5 PM, provided MHBE requests it before 3 PM. The service shall include parts, labor and materials. If MHBE requests onsite support from Cisco after 3 PM, the service including parts, labor, and materials shall be provided the following business day 2. Software Support Service (SWSS) This is software support service that will be offered by Cisco for those components designated by ECMU next to them in Section 2. As part of this offering, Cisco shall offer major, minor and maintenance releases (bug fixes and security updates) for their software Cisco shall offer engineers 24 hours a day to MHBE through their Technical Assistance Center (TAC) to analyze any issues and assist MHBE with incident remediation to maintain application availability