© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 John Goble / Steve Neubauer Cisco July 2, 2013

Cisco Confidential 2 © 2011 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 3 © 2011 Cisco and/or its affiliates. All rights reserved.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 …Which Collect Cisco Installed Base & Diagnostic Data Services with… Automated Software-Enabled Capabilities Cisco’s Deep Knowledge Base … Which Is Analyzed and Compared With ++++ …to Provide Actionable Insight

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 …Which Collect Cisco Installed Base & Diagnostic Data Services with… Automated Software-Enabled Capabilities Cisco’s Deep Knowledge Base … Which Is Analyzed and Compared With ++++ …to Provide Actionable Insight CISCO DEEP KNOWLEDGE BASE 25 years of networking innovation & leadership 50 million installed devices 6 million annual customer interactions 90,000+ technical documents

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Cisco Smart Services Platform Cisco Collaborative Services Cisco Branded Services CiscoPartnerCustomer Partner’s Services Delivered by Cisco Delivered by Partner Intellectual Capital Actionable Insight Data Analysis

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Cisco Smart Services Platform Cisco Branded Services CiscoPartnerCustomer Partner’s Services Delivered by Cisco Delivered by Partner Intellectual Capital Actionable Insight Data Analysis Partner Support Service

Cisco Confidential 8 © 2011 Cisco and/or its affiliates. All rights reserved.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Increase Customer Loyalty by… Drive Incremental Services Revenue by… Improve Operational Support Margins by… Assuring customers’ critical devices have support coverage Rolling out services to new customers and markets Bringing services to market more quickly Simplifying contract management Automating business process workflows with Cisco Deepening business process integration Increasing stickiness through unique and continuous value Ensuring business continuity by proactively preventing issues Providing expertise and services across all phases of plan, build and run

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Drive Incremental Services Revenue Increase Customer Loyalty Improve Operational Support Margins Combining visibility to end customer devices and networks with Cisco intellectual capital Smart Capabilities Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs - PSS Support - PSS Support Community Community Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs - PSS Support - PSS Support Community Community Foundational Capabilities Develop and deploy services based on both foundational & smart capabilities

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Overview Rapid problem resolution, 24-hour business continuity, and improve operational efficiency Direct, 24x7 access to Cisco TAC Extensive Cisco online self-help Rapid fulfillment of hardware replacement Anytime access to eligible SW updates Options for onsite field engineer to install replacement parts Direct, 24x7 access to Cisco TAC Extensive Cisco online self-help Rapid fulfillment of hardware replacement Anytime access to eligible SW updates Options for onsite field engineer to install replacement parts Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Customer Partner Call Home Messages / Alerts Knowledge Bases Back-end Systems Business Systems Analytics Delivery Systems Web Services Network Operations Business Systems Network Information (Inventory, HW/SW, Configs) Partner’s Services PSS Capabilities

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Benefits to you Opens up new revenue opportunities Reduces cost of (renewal) sales Simplifies business operations Increases operational efficiency Opens up new revenue opportunities Reduces cost of (renewal) sales Simplifies business operations Increases operational efficiency Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Effective management of entitlements, contracts, inventory, and RMAs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Capabilities Detailed Inventory Reports and Analysis Visibility that critical Cisco products are covered with proper service contracts Summary reports Delta reports for moves/adds/changes Visibility that critical Cisco products are covered with proper service contracts Summary reports Delta reports for moves/adds/changes Improved Visibility to Customer’s Cisco Installed Base Ongoing collection of primary Cisco ® device information from your customer networks Correlation and validation against Cisco intellectual capital Improved Visibility to Customer’s Cisco Installed Base Ongoing collection of primary Cisco ® device information from your customer networks Correlation and validation against Cisco intellectual capital

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Coverage Opportunity in a Customer Network 37 out of 102 chassis are not covered by a support contract 10 chassis are overdue UN-COVERED

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Benefits to you Proactively identifies affected devices, thereby improving risk management and maintaining network health Filters on customer’s installed base Improves customer risk mgmt Faster problem resolution Increases customer loyalty Filters on customer’s installed base Improves customer risk mgmt Faster problem resolution Increases customer loyalty Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Capabilities Alerts and Notifications Are Correlated Against Customer’s Cisco Installed Base Product Security Incident Response Team (PSIRT) Software and hardware alerts Field notice alerts Alerts and Notifications Are Correlated Against Customer’s Cisco Installed Base Product Security Incident Response Team (PSIRT) Software and hardware alerts Field notice alerts You see only those alerts that apply to their customer’s Cisco assets You determine what action needs to be taken and schedule the activity You see only those alerts that apply to their customer’s Cisco assets You determine what action needs to be taken and schedule the activity Alerts Are Posted and Saved in the Portal

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Security alerts

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential devices past EoLDoS Row LabelsCount of Product Family 2007-Mar Dec Jun Nov Oct Dec Mar Nov Dec Jul Oct Nov Dec Jul Sep Oct Jan Mar-3176 Grand Total166 7 devices this year 5 devices in % of the installed based is due for refresh!

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Benefits to you Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution Improves service delivery Lowers support costs Higher rebates due to service request performance metrics Improves service delivery Lowers support costs Higher rebates due to service request performance metrics Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Capabilities Embedded on a broad range of Cisco hardware Enabled Devices Deliver 24x7 Proactive Diagnostics and Alerts Correlated with Cisco Intellectual capital Proactive, rules-based problem resolution Deliver Alerts and Remediation Advice to Partners Available via the Partner Support Service Portal

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 Sample Remediation Advice

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Benefits to you Differentiated support, faster access to entitled services, and integrated technical support experience Improves productivity and operational efficiency Promotes customer satisfaction through faster remediation Increases customer loyalty Improves productivity and operational efficiency Promotes customer satisfaction through faster remediation Increases customer loyalty Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Smart Portal Partner access to inventory reporting and analysis on network devices Provides information on contracts, expiring coverage, product alerts, and network summary reports Smart Bonding Connect your case management system to Cisco’s TAC Systematically escalate case details to Cisco directly from your system Enable Cisco TAC Engineers to start working cases from the outset of escalation APIs Programmatic access to installed base management and alert data Seamless integration into your existing systems and processes Smart Communities Partner access to Cisco subject matter experts Enables you to connect to interactive tools, discussion forums, feedback links and other support resources

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Smart Bonding Partner Cisco Partner Support ProcessCisco Support Process Incident&Problem Management Incident&Problem Management CRM: C3 Before “Swivel-chair” support Case escalation via phone or web portal Case notes updates transitioned to Cisco Overlapping cases

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Smart Bonding After Partner Cisco Partner Support ProcessCisco Support Process Internet Incident&Problem Management Incident&Problem Management CRM: C3

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Smart Portal A common web platform that delivers a consistent and unified partner experience for all Cisco Smart Services. User Registration Smart Collections Installed Base Management and Alert reporting tools Device Diagnostics Portal link User Registration Smart Collections Installed Base Management and Alert reporting tools Device Diagnostics Portal link

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Smart Communities Access to Cisco subject matter experts, enabling you to connect to interactive tools, discussion forums, feedback links and other support resources. Private messages with Cisco subject matter experts Documentation & Training Announcements Private messages with Cisco subject matter experts Documentation & Training Announcements

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Partner NOC Cisco Data Center PSS Portal APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Partner NOC API Interface Partner Systems Cisco Data Center PSS Portal APIs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 APIs Customer Network Cisco Partner Operations Collector SECURE Data Analysis Engine Contract or Network Administration API Interface Web Portal Access Inventory Data & IB Reports Contract & Shipment Databases Included APIs Inventory – Physical, Chassis & Module Contract information EOX (HW, SW), Field Notice information PSIRT Alerts Included APIs Inventory – Physical, Chassis & Module Contract information EOX (HW, SW), Field Notice information PSIRT Alerts APIs exposed via third party Interface Partners need to register to use APIs SOAP based APIs. APIs exposed via third party Interface Partners need to register to use APIs SOAP based APIs.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33 Drive Incremental Services Revenue Increase Customer Loyalty Improve Operational Support Margins Combining visibility to end customer devices and networks with Cisco intellectual capital Smart Capabilities Software Updates Software Updates Advance Hardware Replacement Advance Hardware Replacement IB Management IB Management Alert Reporting Device Diagnostics Online Technical Resources Partner Access to Cisco TAC Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs - PSS Support - PSS Support Community Community Smart Interactions - Smart Bonding - Smart Bonding - Smart Portal - Smart Portal - Smart APIs - Smart APIs - PSS Support - PSS Support Community Community Foundational Capabilities Develop and deploy services based on both foundational & smart capabilities

Cisco Confidential 34 © 2011 Cisco and/or its affiliates. All rights reserved.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 Crawl Walk Run Sprint Initial Pilot 2-10 customers 12 customers Scale

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 Ops & Delivery track: Foundation service delivery, maximize rebates Smart Adoption track: Deploy, Operate, Business Impact, benefits Go-to-market & Scale track: Marketing, Sales, Legal, Finance

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37