Granting Access to Services for Users from Other Companies Instructions for Navigating in the Training Module This training module is best viewed in Slide Show mode. Click on the PowerPoint slide show icon at the bottom of the screen. To proceed to the next step, click the mouse, or use the “PgDn” or Down Arrow key on your keyboard. To return to the previous step, right click and select “Previous” from the menu, or use the “PgUp” or Up Arrow key on your keyboard. To end the presentation, right click and select “End Show” from the menu, or use the “Esc” key on your keyboard.

Granting Access to Services for Users from Other Companies A Cisco Service Contract entitles individuals from the entitled company to obtain technical support. Depending on the type of service offer, the entitled company may be the End Customer and/or the Partner who sold the contract. Most of Cisco’s user onboarding processes are optimized to automate onboarding for these customer/partner employees. However, we realize that a customer or partner may also enlist individuals from an outside company to do work on their behalf, and those individuals would also need to obtain technical support from Cisco. This training module describes the process for requesting and granting access to technical support for those individuals. We sometimes call these “third party users.”

Granting Access to Services for Users from Other Companies A request for third party access to a service contract must originate from an employee of the entitled party on the contract, who already has access to the contract. If you work for an entitled company on the contract and want to request access for an individual from an external company, the process differs depending on whether or not the contract is managed by an existing customer/partner administrator. For a managed contract, you can submit a request to the Contract Administrator, who will review your request to grant access. For an unmanaged contract, you can submit a request to Cisco Support to review your request to grant access, or you can become Contract Administrator and manage access to that contract. If you work for a company that is not an entitled company on the contract, but are doing work on behalf of the entitled company, please contact a representative from the entitled company and direct them to these instructions, so they can initiate the request for your access. Each of these 3 scenarios are detailed on the following pages.

Request Access to a Managed Contract Click the “Account” link in the header of any Cisco web page, to access the Cisco Account Profile Manager. Click the “Access” tab. The “Your Current Access” sub-tab displays the list of contracts for which you currently have support access. If you see “Contract Administrators” in “Administrators” column, that means that the contract is currently managed by an Administrator. Click the “Contract Administrators” link next to each contract number for which you want to request third-party access. In the “Contact Contract Administrators” pop-up, enter a message to explain your request to the Administrator to grant access to the third party user. Be sure to include the third party user’s Cisco.com account ID (CCOID). Click “Send.” The system will generate a notification email to the Contract Administrator, who will review your request to grant access. 1 2 3 4 5 6

Request Access to an Unmanaged Contract Click the “Account” link in the header of any Cisco web page, to access the Cisco Account Profile Manager. Click the “Access” tab. The “Your Current Access” sub-tab displays the list of contracts for which you currently have support access. If you see “Cisco Support” in “Administrators” column, that means that the contract is not currently managed by an Administrator. Click the “Cisco Support” link next to the contract number for which you want to obtain third-party access. The “Contract Administrators” popup provides two options: Informational links and instructions about the benefits of self-managing user access and how to submit a request to become a Contract Administrator. By becoming a Contract Administrator, you will have visibility and full control over service access to your contracts, to add and remove user access whenever and for whomever you need. Instructions of how to contact Cisco support, either by email or Chat Now to speak with a Cisco support agent. You will need to provide the third party user’s Cisco.com account ID (CCOID). 1 2 3 4 5

External Company Request Access to Services If you want to get service access to a contract, but you are from a company that works on behalf of an entitled company, contact a representative from the entitled company and direct them to follow these instructions to request access on your behalf. They can then: Click the “Account” link in the header of any Cisco web page, to access the Cisco Account Profile Manager. Click the “Access” tab. Click “Granting Access for Users from Other Companies” to access this training module 1 2 3