IBM Managed Maintenance Solution (MMS) for Cisco Products

Cisco & IBM Alliance: IBM is a Cisco Global Alliance Partner eligible to sell Collaborative Services (Previously named Co- Brand) Within the Collaborative Services agreement IBM will offer its clients: “Managed Maintenance Solution for Cisco Products “based on an enhanced and reinforced partnership IBM is recognized as a High quality/performing partner by Cisco The Collaborative Services offering will give clients the best of IBM & Cisco

IBM understands Cisco products IBM is a Cisco Global Resale Partner and Global Commerce Partner IBM is Cisco Certified Gold in 51 countries and Silver in 4 countries IBM is one of Cisco’s top partners in terms of Cisco Certified personnel IBM is one of Cisco’s largest systems integrators worldwide

Cisco Maintenance Support – Key Factors Need Value Access to certified network support Speed to resolution Inventory management Cost savings, compliance, availability RMA updates Availability M/A/D reconciliation, PO tracking Cost, asset mgmt, entitlement Configuration tracking Speedy renewal process, availability: RMA configuration mismatch International inventory management Reduce internal oversight/cost Life cycle: End of Life, End of Support Significant cost savings, managed refresh planning

IBM Managed Maintenance Solution for Cisco Product (MMS/Cisco) Collaborative Services solution alternative to SMARTnet Jointly developed, marketed and delivered by IBM and Cisco Mature solution (launched February 2004) and enhanced every year since: Asset Management Technical Advocacy Integrated Case Management Systems (IBM and Cisco) Operational Management capable Integrated Monitoring and Management capable Platform for IBM and Cisco Combined Services formerly NOS

IBM delivers the following service components Single point of contact and ownership No need to contact multiple vendors Contract management Call management, escalation and customer satisfaction responsibility “First call” support; total call responsibility Escalation to Cisco level 3 TAC support Infrastructure support Operating system, software and how-to support Level 1 and level 2 hardware support Parts and/or onsite labor Local language support IBM-provided service components Points: IBM offers: Single point of contact and ownership: From a contract perspective, you only need to deal with IBM. You do not need to maintain a contract with Cisco and IBM for maintenance. IBM provides Multivendor Support on many other IT vendor’s products. Call management, escalation and customer satisfaction responsibility: when you call for help, we’ll do as much as we can and take responsibility for the outcome of your problem. o If we need additional help, we will escalate to Cisco level 3 technical assistance center (TAC) support. Infrastructure support: We are not a niche service provider. We will help with: o Operating system, software and how-to support o Level 1 and level 2 hardware support o Parts and/or onsite labor.

IBM MMS for CP Value Adds Technical Advocacy Custom Support Plan implemented for each client Technical Liaison assigned for service call reviews and inquiries Becomes familiar with client’s network; technical leadership; gather’s network documentation and diagrams and maintains repository for access by the support center staff Engaged on all unresolved Sev 1 cases Asset Management – Portal based, actively managed inventory Works closely with client to validate, then manage current assets, utilizing Cisco’s Service Contract Center (CSCC) portal as the repository Consolidates Cisco contract numbers to the minimum required Ensures that RMA’d equipment is updated in CSCC Ensures that new equipment orders are properly added to the contracts Provides periodic updated list of all Cisco product under contract

IBM Managed Maintenance Solution for Cisco Customization abilities: Intelligent Network tool and initial collection support Identify IOS and Patch level issues. collected data can be supplied to Cisco and provide proactive type support that will enhance support to the network through IBM’s RTSC. this tool will assist and identify rouge units added on the network as the files can compare should be inventory to current attached units IBM Client Advocate (support for the collector and Inventory needs) and project support Coordinate the initial meeting and training on this project Assist you to identify helpful Monthly standard reports, containing helpful reports and data Discuss IOS, EOL/ EOS/, Audit reports/ standard report, custom options, coverage details/ RMA/ credits, support and invoicing concerns IBM included initial transition support until steady state, 90 days of RTSC advocate support. Technical Advocate assigned for Severity 1 calls for contract duration

IBM Managed Maintenance Solution for Cisco Customization abilities: IBM’s Active Inventory Management Customized Reporting RMA’s EOL/EOS Uncovered Devices Non IBM Equipment Budget & Planning Tracking Credit Requests Contract Consolidation Asset coverage will be in sync with Cisco and IBM because of collectors, feeds and audits built into our program Track equipment sold by different partners Stores numerous points of historical data Why things changed in the individual records for each item Store your configuration data in files Enhanced Entitlement Sweeps Contract IBM’s Active Inventory Management

Cisco Certifications and Specializations Education and Skills: Investing in our People Certifications CCIE (Cisco Certified Internetworking Expert) Routing and switching Voice Security CCNP (Cisco Certified Networking Professional) CCNA (Cisco Certified Networking Associate) CCSP (Cisco Certified Security Professional) CCIP (Cisco Certified Internetworking Professional) CCVP (Cisco Certified Voice Professional) CCDA (Cisco Certified Design Associate) CCDP (Cisco Certified Design Professional) Specializations Advanced Wireless LAN Field Specialists Cisco Routing and Switching Field Specialists Cisco Rich Media Communications Specialists Cisco IP Communications Express Specialist Cisco Intrusion Prevention System Specialist Cisco Information System Security Specialist Cisco Firewall Specialist Cisco Advanced Data Center Networking Infrastructure SE Cisco Advanced Data Center Networking Infrastructure FE

Other Certifications JNCIS-SSL (Juniper Networks Certified Internet Specialist – Security) JNCIA-IDP (Juniper Networks Certified Internet Associate – Intrusion Detection and Prevention) JNCIS-FWV (Juniper Networks Certified Internet Specialist - Firewall/VPN) JNCIS-ER (Juniper Networks Certified Internet Specialist - Enterprise Routing) JNCIA-DX (Juniper Networks Certified Internet Associate – DX App. Acceleration) JNCIA-WX (Juniper Networks Certified Internet Associate – WAN Acceleration) JNCIA-EX (Juniper Networks Certified Internet Associate – EX Series) JNCIA-ER (Juniper Networks Certified Internet Associate – Enterprise Routing) EPSP (Entry Product Support Professional) APSP (Advisory Product Support Professional) SPSP (Senior Product Support Professional) TCTE (TANDBERG Certified Technical Expert) TCTA (TANDBERG Certified Technical Associate) TCTMSS (TANDBERG Certified TMS Specialist) NCSS (Nortel Certified Support Specialist) NCTS (Nortel Certified Technology Specialist) MCSE (Microsoft Certified System Engineer) ICP03142-USEN-00