BellSouth DataCare IP Telephony Manager July, 2004 The BellSouth alliance agreement represents a major milestone in Cisco Systems’ relationship with large incumbent service providers. This brief overview is designed to give Cisco ESO account managers an understanding of the broad framework of the alliance, insight into current and future Cisco-based managed service offerings from BellSouth, and information on applicable sales credit uplift policies. As a member of the Cisco ESO sales organization operating within the BellSouth nine state footprint, you are one of a small number of Cisco employees that will play a major role in determining the success of the alliance moving forward.

BellSouth DataCare IP Telephony Manager is a Managed Service Offering for the Cisco AVVID IP Telephony platform and includes Onsite Maintenance, Proactive 24X7 Monitoring and Free Remote MAC Planning Services IP Telephony Snapshot IPT Telephony Readiness Design Services Solution Engineering & Design Operation Services DataCare Maintenance DataCare IP Telephony Manager DataCare IP Telephony Manager for CCME Integration Services Project Management Staging Configuration and Installation Complete Lifecycle Service Portfolio

Components BellSouth DataCare IP Telephony Manager includes: Onsite DataCare Maintenance (3 options) M-F 8x5xNBD (Next Business Day on-site response) M-F 8x5xSBD (4 hour on-site response objective, (if ordered by 3 p.m. ET ) 7x24xSBD (4 hour on-site response objective) Pro-Active Fault & Event Monitoring Automated Trouble Ticket Process Performance, Call Statistic and QoS Reporting Access to Cisco.com for Software IOS Updates and Upgrades Image & Configuration Maintenance FREE Remote MAC for unlimited activities that can be completed in 30 minutes or less! Plus 10 additional hours per year of complex remote or onsite MAC labor for each 200 IP telephony sets in customer network. User Privilege and Access Control Management (optional) Complete Lifecycle Service Portfolio

Onsite DataCare DataCare is a BellSouth branded, comprehensive Maintenance Offering which allows customers to focus on their business while BellSouth concentrates on trouble shooting, repair and maintenance of their network: BellSouth provides 24x7 Help Desk Support as single point of contact for all maintenance related issues Remote Diagnostics 30 Minute response time to inquiry… Hot hand-off from CRC is the standard BellSouth provides Tier 1 & 2 call resolution Cisco provides parts sparing and Tier 3 trouble resolution Cisco-Certified Engineers Cisco PICA Website Access e-Repair (Trouble Ticket Web Access) Flexible Billing Options

Service Packs DataCare IP Telphony Manager has two offerings to support the Cisco AVVID IP Telephony platform: Silver A proactive management service offering with primary focus on the Telephony components of the data network. In addition to Onsite DataCare Maintenance this offer includes 24X7 event and fault monitoring of the entire telephony network plus a suite of management services and customized performance reports on the AVVID Call Manager. It provides basic “sweeping” services and basic availability reports on the rest of the data network. Gold In addition to all of the components of the Silver Offer, the Gold offer also includes customized performance reports on the routers and switches within the network.

DataCare IP Telephony Manager Features DataCare IP Telephony Manager Management Functionality Feature Silver Gold (F) Fault Tier 1-3, 24x7 Helpdesk Support Proactive Fault and Event Monitoring and Resolution Fault and Event Reporting and Ticket Status Single Point of Contact (SPOC) Functionality (C) Configuration Software IOS Updates and Upgrades Image and Config. Maintenance of Routers and Switches Quarterly CallManager Backups FREE Remote MAC plus 10 additional MAC hours for onsite svcs (A) Accounting / Allocation Monthly, Quarterly, Annual, or Up-Front Billing Device and Resource Reporting Call Statistic Reporting Software Inventory and Event History (P) Performance Performance Monitoring and Reporting of Routers/Switches Quality of Service (QoS) Monitoring, Resolution, and Reporting (S) Security User Privilege and Access Control Management (OPTIONAL)

Purchase Drivers Optimizing their IP telephony investment Voice is the most critical application on IP telephony-enabled networks. Customers interested in DataCare IP Telephony Manager want to ensure the peak performance and quality of their IP telephony solution. Reducing operating and opportunity costs DataCare IP Telephony Manager complements IT staffs so they can concentrate on other aspects of the network. A DataCare IP Telephony Manager customer wants their IT personnel focusing on technology strategy and development, not the expensive, mundane task of day-to-day management of their IP telephony network. Upgrading from a traditional PBX Proactive monitoring and management is a common offering in the PBX world; customers upgrading from PBXs expect this level of service. DataCare IP Telephony Manager helps to ease a customer’s transition to IP telephony by providing the same level of service they likely have today with their traditional PBX.

Value Proposition Reduced Risk of Migrating to IP Telephony – BellSouth provides critical IP Telephony experience and expertise to quickly and proactively resolve IP Telephony issues Operational and Opportunity Cost Avoidance – eliminates the customer’s capital and personnel burden associated with self-managing their IP Telephony network Optimize IP Telephony Benefits – reduced downtime, improved performance, and valuable call performance statistics allow the customer to optimize the benefits of the AVVID communications system Single Point of Contact – eliminates finger pointing and managing multiple solution providers and can speed recovery times Provides for a Complete Solution – BellSouth offers a full solution for IP Telephony, beginning with the initial IPT Snapshot and ending with a “Day 2” managed service offering which provides Onsite Maintenance, Monitoring and a Suite of Professional Services