Cisco ® Smart Care Service

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Release 1.9 Details Smart Care Release 1.9 Details

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. SKU-Based Pricing Practical & Policy Changes Project management & technical resources HW & VA Appliance – Policy and Process Changes SKU-Based Quoting & Ordering SKU-Based Pricing Contract Management Changes Resolved Defects & Bug Fixes New & Changing Services Existing Weight- Based Contracts 1.9 Service Level Options SKU-Based Pricing Benefits Smart Care GSPs Smart Care Price List

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

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Replaces weight-based banded pricing Quoting and ordering moves out of the Smart Care Portal and into mainstream Cisco commerce tools Simplified, predictable, and accelerated quoting and ordering process Smart Care SKU for every product ID Pricing that is consistent and predictable Every product has a service coverage cost Practical Impacts

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Key Policy Changes: 1. NO set device limit –No limits on device weight or number of devices covered on contract 2. Network coverage is now self-defined –You and your customer choose the devices to be managed 3. NO time limits on adding new devices –You can choose when you want to add new devices, if at all 4. NO true-ups –You can still incrementally add devices to an existing contract SKU Pricing

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Predictable Simple Familiar Scalable Customizable Consistent pricing; no network bands, 28-day policy, or true-ups No device number or network size limitations Existing mainstream commerce tools & processes (SMS3, CSCC, CCW) Network coverage is self-defined; partner & customer define the network Pricing totally aligned to SMARTnet; easier quoting and ordering process

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. What happens to my existing weight-based contracts? >They are maintained as is and remain on the weight-based pricing model Will there be true-ups on my existing contracts? >All weight-based contracts will continue to be subject to true-ups until renewed as SKU-based. What happens at renewal time? >All current weight-based contracts will migrate to SKU-based at renewal. What about my outstanding Smart Care quotes? >Weight-based quotes and contracts created before migration for your region, will continue to be valid and honored until their 90-day expiration date.

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

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Premium Onsite Premium 24x7x4 coverage plus onsite support

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care Service Levels Next Business Day8x5xNBD N Premium 24x7x4 Hour P Onsite 24x7x4 Hour O

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. New add-on support option for SKU- based contracts Smart Voice Capabilities in the portal are no longer tied to Partner specializations All Partners are entitled to offer voice services from the portal Smart Voice Capabilities Include: –Voice Active & Passive Monitoring –Voice Quality Monitor (VQM) –Voice Device and Call Assessment

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Subscription service now orderable in the Smart Care program Entitles you to receive IPS signature updates for your devices

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care Now Offers: SAS and SAU for Cisco Software Application Support Essential Operate Hardware/Software Bundles (ESW) –Available at any service level – NBD, Premium, Onsite SAS for Essential Operate Software Upgrades Advanced Essential Operate Hardware/Software Bundles (ESW) –Available at any service level – NBD, Premium, Onsite SAS for Advanced Essential Operate Software Upgrades Cisco Smart Care Service | 1.9 Delta Readiness Training

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

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Prepare a BOM or list of devices (and add-ons) to be quoted Submit the BOM to your Distributor to quote Contract Issued Add a new customer or update existing profile Add a new site for the customer Install Appliance for the customer’s network (Virtual or Hardware) Assign and enable the appliance Run Discovery using IP range(s) to customize the network Run Inventory

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

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care FamilySmart Care Offering (Service Deliverable) Service Level Group Service Program SMARTnet (Mapped From) Qualification Requirements SCN8x5xNBD SC CORE SUPSNT Available to all qualified Smart Care Partners No specialization or ATP requirement. These are the offerings that map to CNL1 - CNL3, which includes Express Voice (no certification needed). SCP24x7x4 SC CORE SUPSNTP SCO24x7x4 with Onsite24x7x4OSSC CORE SUPC4P/OSP SCS1Cisco Software Application SupportSASSC CORE SUPSAS SCU1Cisco Software Application Support plus UpgradesSAUSC CORE SUPSAU SESNEssential Operate Software + 8x5xNBD8x5xNBDSC ESS SUPECD SESPEssential Operate Service for Software + 24x7x424x7x4SC ESS SUPECPM SESOEssential Operate Service for Software + 24x7x4 & Onsite24x7x4OSSC ESS SUPEC4P SES1Essential Operate Service for SoftwareSASSC ESS SUPESW SCIN8x5xNBD + IPS Signature8x5xNBDSC IPS SUPSU1 SCIP24x7x4 + IPS Signature24x7x4SC IPS SUPSU3 SCIO24x7x4 with Onsite + IPS Signature24x7x4OSSC IPS SUPSUO3 SCVSSmart Voice CapabilitiesNO HW RPLVOICE SRVCSNA SCAN8x5xNBD SC ADV SUPSNT Available to qualified Smart Care Partners who have certification. These are products that map to CNL4. (Advanced Voice Certification needed.) AUC – Advanced Unified Communications MSIPC – Master UC Specialization MSIPCHO – Master Unified Communications Specialization Host MMIPS – Multinational Master Unified Communications Partner CAS – Advanced Collaboration Architecture Specialization SCAP24x7x4 SC ADV SUPSNTP SCAO24x7x4 with Onsite24x7x4OSSC ADV SUPC4P/OSP SCS4Cisco software support + minor updatesSASSC ADV SUPSAS SCU4Cisco software support + minor updates + major upgradesSAUSC ADV SUPSAU SBN4Essential Operate Software + 8x5xNBD8x5xNBDSC ESS ADVECD SBP4Essential Operate Software + 24x7x424x7x4SC ESS ADVECPM SBO4Essential Operate Software + 24x7x4 & Onsite24x7x4OSSC ESS ADVEC4P SES4Essential Operate Software SupportSASSC ESS ADVESW CNL1 CNL3 CNL4

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care FamilySmart Care Service Deliverable Service Program N SCN8x5xNBDSC CORE SUP P SCP24x7x4SC CORE SUP O SCO24x7x4 with OnsiteSC CORE SUP SCS1Cisco Software Application SupportSC CORE SUP SCU1Cisco Software Application Support plus UpgradesSC CORE SUP N SESNEssential Operate Software + 8x5xNBDSC ESS SUP P SESPEssential Operate Service for Software + 24x7x4SC ESS SUP O SESOEssential Operate Service for Software + 24x7x4 & OnsiteSC ESS SUP SES1Essential Operate Service for SoftwareSC ESS SUP N SCIN8x5xNBD + IPS SignatureSC IPS SUP P SCIP24x7x4 + IPS SignatureSC IPS SUP O SCIO24x7x4 with Onsite + IPS SignatureSC IPS SUP SCVSSmart Voice CapabilitiesVOICE SRVCS SC CORE SUP=Smart Care Core Support SC ESS SUP=Smart Care Essential Operate Service SC IPS SUP=Smart Care IPS Support VOICE SRVCS=Smart Care Voice Services

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care FamilySmart Care Service Deliverable Service Program N SCN8x5xNBDSC CORE SUP P SCP24x7x4SC CORE SUP O SCO24x7x4 with OnsiteSC CORE SUP SCS1Cisco Software Application SupportSC CORE SUP SCU1Cisco Software Application Support plus UpgradesSC CORE SUP N SESNEssential Operate Software + 8x5xNBDSC ESS SUP P SESPEssential Operate Service for Software + 24x7x4SC ESS SUP O SESOEssential Operate Service for Software + 24x7x4 & OnsiteSC ESS SUP SES1Essential Operate Service for SoftwareSC ESS SUP N SCIN8x5xNBD + IPS SignatureSC IPS SUP P SCIP24x7x4 + IPS SignatureSC IPS SUP O SCIO24x7x4 with Onsite + IPS SignatureSC IPS SUP SCVSSmart Voice CapabilitiesVOICE SRVCS

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Smart Care GSPsService Deliverable Service Program N SCAN 8x5xNBDSC ADV SUP P SCAP 24x7x4SC ADV SUP O SCAO 24x7x4 with OnsiteSC ADV SUP SCS4 Cisco software support + minor updatesSC ADV SUP SCU4 Cisco software support + minor updates + major upgradesSC ADV SUP SBN4 Essential Operate Software + 8x5xNBDSC ESS ADV SBP4 Essential Operate Software + 24x7x4SC ESS ADV SBO4 Essential Operate Software + 24x7x4 & OnsiteSC ESS ADV SES4 Essential Operate Software SupportSC ESS ADV Available to qualified Smart Care Partners who have 1 of the following specializations: AUC - Advanced Unified Communications MSIPC - Master UC Specialization MSIPCHO - Master Unified Communications Specialization Host MMIPS - Multinational Master Unified Communications Partner CAS - Advanced Collaboration Architecture Specialization SC ADV SUP=Advanced Services SC ESS ADV=Smart Care Essential Operate Service Advanced Advanced vs. Core (hardware) SCANvs. SCN SCAPvs. SCP SCAOvs. SCO Advanced vs. Core (software) SCS4vs. SCS1 SCU4vs. SCU1 Advanced ESW vs. Core ESW (bundles) SBN4vs. SESN SBP4vs. SESP SBO4vs. SESO Advanced vs. Core ESW (Software) SES4vs. SES1

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. SMARTnet SC CORE SUP SCN SCP SCO SCS1 SCU1 MASTER PROGRAM SERVICE PROGRAM HARDWARE SERVICE LEVELS NBD Premium Onsite SAS SAU SOFTWARE SERVICE LEVELS

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. 1. What Master Part Number’s will be used? –SMARTnet (Core & Advanced) OR ESW (Essential Operate Software) –If no voice support is needed, SMARTnet Master would be used as ESW always includes voice support. –If you require Essential Operate, use ESW 2. What Service Level is needed? –NBD, Premium, or Onsite 3. Service Program - Do you need Essential Operate support? –If yes, at what level? Express voice or advanced voice? –If Express = SC ESS SUP –If Advanced = SC ESS ADV

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. 4. Is software support needed? You have the option of adding a SAS or SAU support line. The GSP to use is unique to the Service Program, not the Service Level. Cisco Smart Care Service | 1.9 Delta Readiness Training

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

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Preferred Solution Option #1 The Smart Care Virtual Appliance (VA) is now the preferred or default collector: – Smart Care Partners are entitled to this no-cost solution – Offers the same capabilities as the hardware appliance – Links available from the Smart Care Portal Option #2 The newest Smart Care Hardware Appliance can now be purchased: –Smart Care Distributors or Partners will purchase the hardware appliance in the Cisco Commerce Workspace (CCW) tool –CCW reduces process times for both Partners and Cisco –Partners will own the hardware appliance and deploy as needed Smart Care Virtual Appliance Smart Care Hardware Appliance

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. Partner-Owned Hardware Appliance: –Requirement to install the appliance within 45 days no longer applies –No need to return the appliance so it can be reused –Re-deploy the hardware appliance as needed to support your customers Virtual Appliance: –Customers can migrate from a hardware appliance to the virtual appliance at any time, without restriction >Follow best practices and back up the hardware appliance before un-assigning it –Partners no longer required to set the customer’s Appliance Preference Type in the Smart Care Portal before changing to the virtual appliance

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Partners Only. Do not distribute. 1.You may continue to use Cisco-owned Hardware Appliances installed on your customer networks. 2.Cisco will continue to support the Hardware Appliance as they do today. 3.You are welcome to use an existing Cisco-owned Hardware Appliance to manage a new SKU-based customer network. 4.If you decide to migrate a customer from an existing Cisco-owned Hardware Appliance to the Virtual Appliance, you must return the appliance to Cisco.

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