Cisco Confidential 1 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 Instructions for Navigating in the Training Module This training module is best viewed in Slide Show mode. Click on the PowerPoint slide show icon at the bottom of the screen. To proceed to the next step, click the mouse, or use the “PgDn” or Down Arrow key on your keyboard. To return to the previous step, right click and select “Previous” from the menu, or use the “PgUp” or Up Arrow key on your keyboard. To end the presentation, right click and select “End Show” from the menu, or use the “Esc” key on your keyboard.

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 2 Key Concepts Managing by Bill to ID Granting support access via Bill to ID enables a partner’s technical team to obtain support access for any contract – current or future – created under that Bill to ID. Customers who purchase services direct from Cisco, under their own Bill to ID, can also manage access by Bill to ID. Partner-Branded Contracts In a Partner-branded service offer, only employees of the partner company are entitled to obtain service. End customers should never be granted full access to Partner-branded contracts, because customers directly obtaining support on a Partner-branded contract will affect the partner metrics and impact their discounts. Contract Association Requests When an individual requests association to a contract that you manage, that request is routed to you for review and appropriate action. If you do not respond, the individual may contact Cisco directly. If the customer requests association to a non-Partner-branded contract that you manage, Cisco is still legally obligated to grant access to that individual and will make the association. Locking Some partners want to exercise greater control over access to the contracts under their Bill to IDs in order to limit what Cisco can do. They can do this by “locking” the Bill to ID. There are two ways to lock a Bill to ID: locking the Bill to ID and all of the contracts under that Bill to ID, or locking only the Bill to ID’s Partner-branded contracts.

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 3 Business ScenarioRecommended Action You purchase Partner-branded contracts and want to ensure that the customers that you support do not contact Cisco directly, potentially impacting your discounts and your profit. You want Cisco to be able to provide support for non-Partner-branded contracts where the customer is entitled (e.g., SMARTnet). See slide 4. Use the “Lock Only Bill To ID’s Collaborative Contracts” function. Doing so ensures that Cisco cannot add Partner-branded contracts to your customers for support, only you can. Cisco will be able to add non-Partner- branded contracts to users, if the customer is entitled. Two Ways to Lock Bill to ID to Support Your Business Model Business ScenarioRecommended Action You purchase contracts and want to ensure that the customers you support never contact Cisco because you want to be the only one providing support for all service contract types. See slide 5. Use the “Lock Bill to ID” function. Doing so ensures that Cisco cannot add any current or future contracts under that Bill to ID to users. Only you can.

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 4 To prevent Cisco from adding Partner-branded collaborative contracts under Bill to IDs to users, select the Lock/Unlock tab: 1. Choose Bill to ID(s). 1. Enter a Bill to ID that you manage. OR 1 2. Select “Lock Only Bill To ID’s Collaborative Contracts” 3. Click the Submit button. 2. Select “Lock Only Bill To ID’s Collaborative Contracts” 3. Click on the Submit button. OR A success message will be displayed. An confirmation will be sent to all Administrators for that Bill to ID, based on your preferences. Bill to ID – Lock/Unlock: Collaborative Lock Bill to ID - Screen 1 of 1 Note:You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it. 2 3

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 5 To prevent Cisco from adding all contract types under Bill to IDs to users, select the Lock/Unlock tab: 1. Choose Bill to ID(s). Screen 1 of 1: 1. Enter a Bill to ID that you manage. OR 2. Select “Lock Bill to ID”. 3. Click the Submit button. 2. Select “Lock Bill to ID”. 3. Click on the Submit button. OR A success message will be displayed. An confirmation will be sent to all Administrators for that Bill to ID based on your preferences. Bill to ID – Lock/Unlock: Lock Bill to ID - Screen 1 of 1 Note:You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it. 32 1