© 2013 Cisco and/or its affiliates. All rights reserved. Partner Support Service 202 July 2013

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 About this presentation Audience Partner business decision makers (see PSS 301 for a more technical presentation) Cisco PSDMs and BDMs Prerequisite PSS 101 Goals Understand business implications of PSS Understand the process to assess and adopt the components of PSS

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Agenda

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 What makes a Cisco service “smart”? …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 5 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Partner Support Service 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 6 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Agenda Progress so far Review: PSS 101

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Growth Over 300% growth in partner customer deployments in 2013 Partners Over 500 Partners worldwide eligible to embed PSS into their offers (47 in US&C; 56 in LATAM) Smart Adoption 150+ partners worldwide embedding PSS smart capabilities into their offers 200+ customers deployments worldwide of Smart- enabled Partner offers PSS Results

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Is PSS right for my business? People, Process, Technology Operations Strategic InitiativesStrategic Initiatives Business GoalsBusiness Goals

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Agenda PSS adoption best practices

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 PSS adoption best practices: Adoption “tracks” : 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 11 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Adoption Track: Operations & Delivery Smart Adoption Go-to-Market & Scale Operations & Delivery

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Adoption Track: Operations & Delivery Ensure partner readiness for collaborative service delivery under the CSPP framework Desired OutcomeDesired Outcome Milestones and ActivitiesMilestones and Activities Purpose Identify and analyze target PSS customers Evaluate delivery capabilities Partner orders PSS for a select group of customers Smart Adoption Go-to-Market & Scale Operations & Delivery

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Rebate projection Smart Adoption Go-to-Market & Scale Operations & Delivery Work with your Cisco Partner Business Consultant Identity best customer targets Minimize your SR / RMAs to maximize your rebates

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Delivery analysis Cisco TAC case categories Case complexity Smart Adoption Go-to-Market & Scale Operations & Delivery

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Adoption track: Smart adoption Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Adoption track: Smart adoption Test drive smart services Understand their impact on your business Deploy smart with 3-5 pilot customers Review data w/various partner stakeholders Identify improvements based on smart Partner understands the value of smart and is ready to scale it Desired OutcomeDesired Outcome Milestones and ActivitiesMilestones and Activities Purpose Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Crawl WalkRunSprint Pilot 2 customers12 customersScale Best practice: Phased adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Crawl WalkRunSprint Pilot 2 customers12 customersScale Best practice: Phased adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Coverage opportunity in a customer network Contract Status Count of Contract Status# of Chassis - Catalyst 2960S-48FPS-L Switch1 Catalyst 2960S-48LPS-L Switch8 Catalyst 2960S-48TS-L Switch1 Cisco 1841 Integrated Services Router6 Cisco 1941 Integrated Services Router2 Cisco 2811 Integrated Services Router19 Cisco 2851 Integrated Services Router2 Cisco 2911 Integrated Services Router8 Cisco 837 ADSL Broadband Router2 Cisco 877 Integrated Services Router2 Cisco ASR 1001 Router2 Cisco ME 3400G-12CS-A Switch2 ME34001 Grand Total56 Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Coverage opportunity in a customer network NOT COVERED Contract Status Count of Contract Status# of Chassis - Catalyst 2960S-48FPS-L Switch1 Catalyst 2960S-48LPS-L Switch8 Catalyst 2960S-48TS-L Switch1 Cisco 1841 Integrated Services Router6 Cisco 1941 Integrated Services Router2 Cisco 2811 Integrated Services Router19 Cisco 2851 Integrated Services Router2 Cisco 2911 Integrated Services Router8 Cisco 837 ADSL Broadband Router2 Cisco 877 Integrated Services Router2 Cisco ASR 1001 Router2 Cisco ME 3400G-12CS-A Switch2 ME34001 Grand Total % of the chassis are not covered by a support contract 10 chassis are overdue10 chassis are overdue Operations & Delivery Go-to-Market & Scale Smart Adoption COVERED

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Product refresh opportunity: Last Day of Service Row LabelsCount of Product Family 2007-Mar Dec Jun Nov Oct Dec Mar Nov Dec Jul Oct Nov Dec Jul Sep Oct-316 Grand Total79 13 devices are already past EoLDoS 7 devices this year 5 devices next year 1/3 of the installed based is due for refresh! Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 OS fragmentation Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 Software alerts review Operations & Delivery Go-to-Market & Scale Smart Adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Adoption track: Go-to-Market & Scale Operations & Delivery Smart Adoption Go-to-Market & Scale

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Adoption track: Go-to-Market & Scale Operations & Delivery Smart Adoption Scale to a fully integrated & repeatable process Develop a collaborative/smart offer Integrate “smart” into day-to-day operations Partner has a collaborative offer Partner built a smart-based offering Desired OutcomeDesired Outcome Milestones and ActivitiesMilestones and Activities Purpose Go-to-Market & Scale

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Crawl WalkRunSprint Pilot 2 customers12 customersScale Best practice: Phased adoption Operations & Delivery track Smart Adoption track

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Crawl WalkRunSprint Pilot 2 customers12 customersScale Operations & Delivery track Smart Adoption track Go-to-Market & Scale track Best practice: Phased adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Agenda Key takeaways

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Key takeaways PSS can help your business become more profitable while differentiating your offering Cisco has developed a proven adoption methodology, helping you to become successful Cisco PSS resources are assigned to help you succeed Approach your PSDM in order to kick-off the process