Service Access Management Tool Tour: Contract Number September 2009

Contract Number - Service Access Management Tool Tour Overview This tour provides a general overview of the Service Access Management Tool and focuses on using the tool to manage Cisco service access by Contract Number (End Customer). Prior to September 2009, this tool consisted of two tools: My Colleagues Tool Granular (MCTG) and My Colleagues Aggregate Tool (MCAT). Cisco Service Contract Center (CSCC) is not connected to this tool. CSCC information can be found here: http://www.cisco.com/web/partners/services/resources/cscc/index.html CSCC is used for service contract management and the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

What is the Service Access Management Tool? Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services* * Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company. The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both

Service Access Management Using Bill to ID vs. Contract Number Enables Administrator to identify which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly Using Contract Number Enables Administrators to place Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services When a new service Contract is purchased, it must be manually added to Cisco.com profiles Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts

Contract Number - Improvements as of September 2009 Create custom groups of individuals Add Contract Numbers to custom groups (all individuals in the group will have the Contract Number added at the same time) Obtain reports real-time Automatic email to both the Administrator and the individual if an individual requests that Cisco add a blocked or locked Contract Number to their Cisco.com profile

Service Access Management Tool Contract Number - Features Administrators can perform the following actions: Add Contract Numbers to Cisco.com profiles (individuals can obtain Cisco services) Delete Contract Numbers from Cisco.com profiles (individuals cannot obtain Cisco services) Block Contract Numbers in a Cisco.com profile (a specific individual cannot have them added to his profile) Unblock Contract Numbers in a Cisco.com profile (an unblocked individual can now have them added to his Cisco.com profile) Lock Contract Numbers so that only an Administrator who manages the Contract Numbers can add them to a Cisco.com profile Unlock Contract Numbers so that Cisco can add them to Cisco.com profiles Add Delete Block Unblock Lock Unlock

Service Access Management Tool Contract Number - Features (continued) Automated emails are generated when the following actions are completed: Recipient Action All Administrators of that Contract Number Cisco adds an administered Contract Number to a Cisco.com profile A Contract Number is added, deleted, blocked, unblocked, locked, or unlocked using the tool Affected Individual An action is taken on the individual’s Cisco.com profile by an Administrator

Contract Number - Difference Between Block and Lock Blocking a Contract Number from an individual’s Cisco.com profile prevents that Contract Number from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco This action might occur if someone leaves the Administrator’s company or department # Lock Locking prevents a Contract Number from being added by Cisco to any Cisco.com profile (an Administrator can still add the Contract Number to an individual) This action might occur if there is a dedicated support team and only those people should be allowed to obtain Cisco services

Contract Number - Manage by Name: Home The Manage by Name screen allows you to: Enter a Cisco.com ID and then select the Contract Numbers to add. Or, search for an individual by Last Name, First Name, Company Name, Email Address, or Cisco.com ID. You can choose and individual and select one of the following Actions: Add Contract Number Delete Contract Number Block Contract Number Unblock Contract Number Note: You cannot see an individual in the tool unless that individual has at least one Contract Number in his Cisco.com profile that matches one you manage using the Service Access Management Tool.

Contract Number - Manage by Number The Manage by Number screen allows you to: Enter a single Contract Number you administer and select an Action. Or, choose a single Contract from a list of all Contracts that you administer and select an Action. The Actions you can select are: Add Contract Number Delete Contract Number Block Contract Number Unblock Contract Number Note: You cannot see a Contract Number in the tool unless that number is in your Cisco.com profile and you are set up to manage it.

Contract Number - Manage by Group The Manage by Group screen allows you to: Create a New Group Or, choose an existing group and select: Add individuals or Contract Numbers to the group Delete individuals or Contract Numbers from the group Rename the group Delete the group

Contract Number - Lock/Unlock The Lock/Unlock screen allows you to: Enter one Contract Number that you Administer and select an Action. Or, choose one or many contract numbers. The Actions you can select are: Lock Contract Number(s) Unlock Contract Number(s)

Contract Number - Administration The Administration screen allows you to: Obtain Reports Open Profile Manager in order for the Administrator to perform/request updates to his profile Inform Cisco about individuals who have left the company Inform Cisco about individuals who are obtaining support and may not be authorized Register a new individual to obtain a Cisco.com ID

How to Obtain Access Cisco Service Contract Account representative Cisco Account Team representative with the: Cisco.com IDs of the Administrators At least two Administrators are required Contract Numbers to be managed (work with your Cisco Service Contract Account representative if you do not know the Contract Numbers) The Cisco representative will open a Service Support Center request for tool access and you will be informed when access has been provided

Getting Started and Other Resources If you would like more information, visit the Service Access Management Tool web site: http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html On the web site you will find: Instructions for obtaining access to the tool Helpful documents such as a Q&A file and Help files A link to the tool’s Terms & Conditions Self guided tours for managing Cisco service access