© 2013 Cisco and/or its affiliates. All rights reserved. Partner Support Service 202 September 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 partner 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 How do I integrate “smart” into my offers and operations? How do I integrate “smart” into my offers and operations? How do I maximize my CSPP rebates with PSS? Partner Challenges and Questions How do I evaluate the fit of PSS to my business? How do I successfully move from CBR to a Collaborative model? How do I successfully move from CBR to a Collaborative model?

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 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 6 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 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 7 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Agenda PSS market growth Review: PSS 101

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 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 240+ customers deployments worldwide of Smart-enabled Partner offers Identified Opportunity* Uncovered Chassis: well over 30% Chassis past Last Day of Support: ~14% Chassis reaching LDoS within the next 12 months: ~7% PSS Results through FY13 *avg across all collected customer networks

9 ©2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Strategic InitiativesStrategic Initiatives Processes, People, TechnologyProcesses, People, Technology How can PSS enhance your processes and operations to support your strategic business goals? Assessing Fit with your Current Business Model Create Collaborative Offer Insertion into NOC, Sales, Contract Management, etc. BusinessGoals Grow Managed Service Practice

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Am I already delivering Collaborative services? Am I already delivering Collaborative services? Are my MS customers calling me or Cisco for break/fix? What is my predominant business model? Identifying your Starting Point Do I have the procedures and tools (TT, CMDB) to support my customers? Do I have the procedures and tools (TT, CMDB) to support my customers?

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Agenda PSS adoption best practices

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Crawl WalkRunSprint Pilot 2 customers12 customersScale Best practice: Phased adoption

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 PSS adoption best practices: Adoption “tracks” : Go-to-Market & Scale track: Marketing, Sales, Legal, Finance : Smart Adoption track: Deploy, Operate, Business Impact, Benefits : Ops & Delivery track : Foundation Service Delivery, Maximize 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 Run 12 customers Sprint Scale Run 12 customers Sprint Scale Crawl Pilot Walk 2 customers Best practice: Phased adoption Operations & Delivery Track Smart Adoption Track Go-to-Market & Scale Track

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Operations & Delivery Track Ensure your readiness for collaborative service delivery under the CSPP framework Purpose Milestones and Activities Identify target PSS customers & analyze potential rebates Ensure your Help Desk has capability to resolve cases Desired OutcomesDesired Outcomes Order PSS for a select group of customers Measure rebate results Smart Adoption Go-to-Market & Scale Operations & Delivery

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Operations & Delivery Track – Milestones

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Example: Target PSS Customer 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 18 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Example: Target PSS Customer Rebate Projection Identity best customer targets Minimize your SR / RMAs to maximize your rebates Smart Adoption Go-to-Market & Scale Operations & Delivery

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Smart Capabilities Adoption Track Key stakeholders understand the value of smart Smart incorporated into operations Ready to scale smart Desired OutcomesDesired Outcomes Deploy smart with 3-5 pilot customers Review smart data and value with key stakeholders Identify improvements based on pilot results Milestones and Activities Test drive smart services Understand their impact on your business Purpose 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

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Operations & Delivery Go-to-Market & Scale Smart Adoption Contract Status Count of Contract Status Row LabelsChassis - 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 880 3G Integrated Services Router3 Cisco 887VA M Integrated Services Router2 Cisco ASA 5520 Adaptive Security Appliance1 Cisco ASR 1001 Router2 Cisco Catalyst 2950C 24 Switch1 Cisco Catalyst 2950G 24 EI Switch1 Cisco Catalyst 2950G 48 EI Switch5 Cisco Catalyst TC Switch3 Cisco Catalyst 2960G-24TC Switch2 Cisco Catalyst 2960S-48FPD Switch11 Cisco Catalyst PS Switch1 Cisco Catalyst TS Switch1 Cisco Catalyst 3560G-24TS Switch2 Cisco Catalyst 3560G-48PS Switch2 Cisco Catalyst 3560G-48TS Switch4 Cisco Catalyst FS Switch1 Cisco Catalyst 4507R Switch2 Cisco Catalyst 6509 Switch2 Cisco ME 3400G-12CS-A Switch2 ME34001 Not Available2 (blank) Grand Total102 UN-COVERED U NCOVERED D EVICES D EVICES IN I NSTALLED B ASE 37 out of 102 chassis are not covered by a support contract 10 chassis are overdue

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 12% of the installed based is due for refresh! 13 devices past EoLDoS 7 more this year 5 more in 2014 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 OS fragmentation Operations & Delivery Go-to-Market & Scale Smart Adoption Consulting Opportunity ($$) Consolidation can Lower Partner Operational Costs

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Map “As-is” Processes Document Processes: Processes People & Tasks Technology & Tools Key Metrics Enhance Processes Via: Smart Collectors Reports & Alerts Smart Portal APIs Device Diagnostics Smart Bonding Identify Gaps & Implement Improvements Ongoing “Smart- enabled” Processes Manage Processes Via: Documentation KPIs Ongoing optimization Prepared by partner in advance During workshop On-going by partner

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 SN and contract validated using IB Management Correct entitlement Case escalated to Cisco Initiate a support case Updated Process with Installed Base Management: Identify People, Technology & Tools throughout Process Identify Key Performance Indicators (KPIs) Initiate a support case Entitlement accepted (Y/N) or resolution required Search for SN and contract number Case escalated to Cisco Serial # and contract validated by Cisco (Y/N) Entitlement accepted or resolution required Call-in Determine Device Details Validate Entitlement Escalate Validate Entitlement Resolved/Corrected Existing Process:

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Go-to-Market & Scale Track Launched a collaborative offer Partner built a smart-based offering Desired OutcomesDesired Outcomes Develop a collaborative/smart offer Integrate “smart” into day-to-day operations Milestones and ActivitiesMilestones and Activities Scale to a fully integrated & repeatable process Purpose Operations & Delivery Smart Adoption Go-to-Market & Scale

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

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Enhancing existing offers Creating new offers RFI/RFP submissions Offense/Defense

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Run 12 customers Sprint Scale Run 12 customers Sprint Scale Crawl Pilot Walk 2 customers Best practice: Phased adoption Operations & Delivery Track Smart Adoption Track Go-to-Market & Scale track

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Agenda Key takeaways

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 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 more successful quickly Cisco PSS resources are in place with the expertise to help you succeed Approach your PSDM in order to kick-off the process