© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. C © Apr Cisco and/or its affiliates. All rights reserved. 1 Cisco Smart Care Presenter Name and Title Date

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 2 Relationships and Ecosystems New Business Models Changing Customer Business Needs Solutions and Service Sales Increase profitability? Invest for growth? Increase market differentiation? How do I…

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 3 25 years of networking innovation and leadership 50 million installed devices 6 million annual customer interactions More than 90,000 technical documents CISCO DEEP KNOWLEDGE BASE Services that have automated software- enabled capabilities …and collect network diagnostic data …that is analyzed and compared to Cisco® deep knowledge base …to provide actionable insight.

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 4 PROFESSIONAL SERVICES SUPPORT SERVICES Increase incremental services revenue Increase margins using automation Increase service value and customer loyalty Optimize Your Existing Practice Gain architectural expertise to deliver new professional services Use Cisco ® assets to build a managed services practice Acquire expertise to deploy certified cloud solutions Quickly Expand into New Practices MANAGED SERVICES

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 5 Add own expertise and value to fully address total customer needs Offer multi-vendor solution support Provide personalized customer service Provide technology expertise using intellectual capital and enabling tools Complete best-practice comparison and validate report results Frequently update intellectual capital to incorporate new learning Integrated Solution Offering Partner Cisco

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 66

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential  Collaborative offer that pre-packages Smart capabilities and Cisco Technical Support  Sold only to Cisco partners, not to end-customers  Partners lead the offer and take the first phone call.  Sold at same price as SMARTnet with a option to qualify for 15% Smart adoption rebate  Partners build a high-value services using the offer to build differentiation and avoid competition  Portal is optimized and co-branded for you. Use it to deliver high value services to the end-customer 6 Things to Know About Smart Care

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Smart Care Capabilities ‘4 Pillar’ Capabilities Smart Capabilities Licensing 24 * 7 Partner access to Technical Assistance Center (TAC) Cisco.com and Smart Care Portal / Tools Access NBD Hardware Replacement with Optional 4 Hour & Onsite Coverage Cisco IOS Updates and Upgrades & Software Updates Cisco Smart Care Service IB & EOX management Product Alerts and Notifications Assess and Repair – Security, Core, IPv6, MediaNet Device diagnostics (SCH) Reports Disaster Recovery Partner Value Adds Partner Value Add Partner Defined, Branded & Delivered Service

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 9 CUSTOMER BENEFITS Comprehensive care: All covered devices Dual expertise: Cisco & certified partner Greater profitability: Fewer outages PARTNER BENEFITS Strategic advantage Decreased time-to-market Long-term profitability with a service-led model Differentiation with full-featured offering Enhanced business growth Operational efficiencies Smart Care The Cisco ® Smart Care Service is a partner-led offer with which you can create your own branded managed service solution and quickly take it to market by combining Cisco intellectual capital with advanced “smart” capabilities.

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 10 Easy: Simplified pricing, quoting, and ordering Faster Customer Onboarding  Revenues Up, Costs Down, Employees Effectively Utilized Flexible: Options for device coverage and onsite service Seamless: Integrated workflows, centralized repository, multiple contract imports

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 11 Cisco® Intellectual Capital Plus Smart Services Innovation Global Infrastructure CISCO SMART CARE SERVICECISCO SMART CARE SERVICE Cisco Provides TAC access Hardware replacement Software updates Cisco.com access Monitoring with one-stop portal Installed base management Alerts and notifications Device diagnostics Assessments and repair Disaster recovery IPS signature updates Detailed reporting

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 12 Your Expertise Cisco® Intellectual Capital Plus Smart Services Innovation Global Infrastructure CISCO SMART CARE SERVICECISCO SMART CARE SERVICE You Provide Cisco Provides YOUR BUSINESS EXPERTISE Your Managed Services brand Understanding of business culture Local language Personalized service offerings Long-standing customer relationships Vertical industry specialization YOUR TECHNOLOGY SPECIALIZATIONS Application security Disaster recovery Remote PC management Server management

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 13 Businesses that value a secure and highly available network Network is critical to business operation Minimal IT staff with limited networking expertise Want to out-task to save time and effort to a trusted partner

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 14 Smart Care Control Panel: One-stop shop for monitoring networks Installed Base Management: Validation of Cisco® devices’ service levels against Cisco intellectual capital Proactive Notifications: PSIRTs correlated with IntelliShield alerts to provide security vulnerability information; EOX alerts Assess & Repair: Proactive, periodic assessments to identify and fix issues Assess & Prepare: Assessment of network’s readiness for new technologies Disaster Recovery Services: Backs up configuration offsite IPS Services: Ensures IPS signature are up-to-date to protect against attacks Reports: Monthly business reports; weekly network exception reports

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 15 Cisco® Smart Care Control Panel Cisco Smart Care Virtual or Hardware Network Collector Network Monitoring and Assessment Proactive Maintenance Reactive Support Network Data TAC Business Intelligence Installed Base CustomerPartnerCisco

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 16 Smart Care provides multiple layers of security. Processing at Cisco Servers behind firewalls and secure switch network; Cisco® IT managed and limited access locked facility; Titan scripts hardened; intrusion detection system Transport and Portal Device detail only; data encrypted; HTTPS secure transport; no sensitive data; no company or personal data Network Collector at Customer Site Behind client firewall; all services run locally on Collector, SNMP (RO); Telnet and SSC access only; device configuration data only; encrypted for data transfer; Cisco.com ID login and password required; password rules

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 17 * Technology levelsMinimum Eligibility Basic  Cisco Channel certification of Select or above OR one small business specialization (SMB-SPL) OR one Smart Care eligible authorization  Business hours (8X5) Level 0 & 1 business support and call back (self- certify)  Accept Smart Care T&Cs  Pass Cisco® Smart Care Service online test (free to partners) Unified Computing Systems (UCS) except UCS C- Series Servers  Minimum Eligibility for Routing, Switching, Security, Wireless  Unified Computing Technology Specialization  1 support engineer who has passed Data Center Unified Computing Implementation, Data Center Unified Fabric Implementation & Data Center Unified Computing Troubleshoot exams Advanced Voice products such as Communications Manager Express, Cisco Unity Express, Cisco CallManager, Cisco Unity, IPCC Express, Cisco MeetingPlace Express  Minimum Eligibility for Routing, Switching, Security, Wireless  Cisco Advanced Unified Communication Specialization* *Aligns with worldwide channel requirements in specific theatres

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 18 Customer Networking Environment “Enterprise-type network complexity “Commercial-type network complexity” Resell practiceMaturity Level 2/3 practice Maturity Level 4/5 practice Customer Segments Partner Maturity Cisco Branded Services Smart Net Total Care Partner Support Service Collaborative Services Smart Care Target Partner Profile Premier + Status and Ability to Field 1 st Line Support Calls

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 19 Adoption Work with your Cisco® business development manager and distributor to embed Smart Care into your portfolio Learn about available promotions and incentives, including the Cisco Funded Network Assessment Program, which helps to offset upfront costs by earning backend rebates by performing assessments Acceptance Accept the Smart Care terms and conditions and access the central control panel Take advantage of the Smart Care Not for Resale program for due diligence, training, and customer demonstration purposes Awareness Access the Smart Care on-demand training Complete the test Read testimonials Advice Participate in either a formal or informal Smart Care partner or peer group to share best practices

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 20 Business Value Improved customer productivity and profitability Enhanced profitability due to value of Cisco® Smart Care customized offering Increased efficiency with central portal for monitoring customers’ covered devices Receive advance warning of customers’ potential network problems Reduce intervention by senior network technicians and Cisco for particularly complex issues Eliminate need to manually log in and monitor individual networking devices Cisco Smart Care Service proactively alerts ECCOM about potential issues on customer networks Smart Care requires less intervention from Cisco or network specialists to solve customer problems Cisco Services provide broader and more unique portfolio of network solutions to customers Challenges Solution “We are always looking for ways to differentiate ourselves, and Smart Care gives us an edge. We especially like the fact that the service can be customized to offer additional value.” – Sophie Shi, Business Development Specialist, ECCOM Network System Co. Ltd

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 21 Business Value Expanded Besttel’s IT services to move from “break-fix” model to proactive network management Reduced number of system alerts on local university network from 350 to 19 within months Cut customers’ support costs by 17 percent while providing higher- value service Increase sales by providing more customized services to customers Move beyond “break-fix” IT approach to more active role in anticipating network issues Keep track of individual contracts, service-level agreements, and hardware termination dates Cisco ® Smart Care Service increases network visibility Cisco Smart Care Service helps enable Besttel to offer a wider range of services Cisco Smart Care Service provides the ability to manage any device reachable by IP under a co- terminated contract Challenges Solution “Customers have always appreciated that we are a local organization with a personal approach to sales. Now we can reinforce that with the technical expertise and industry-leading tools available from Cisco.” –Paul Cobley, Managing Director, Besttel

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 22 Smart Care Support Community We are now leading all our resource material with our Support CommunitySupport Community

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 23 Smart Care Partner website: Smart Care Support Community: t_services/smartcare t_services/smartcare United States and Canada: Latin America:

C © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 24 Thank you.