© 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 Kerry Holland

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 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 3 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 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 CUSTOMER BENEFITS Comprehensive care for all covered devices Dual expertise: Of Cisco and certified partner Greater business profitability: Fewer outages PARTNER BENEFITS Strategic advantage with increased visibility into customer networks and revenue opportunities Decreased time-to-market with market-ready solution backed by Cisco Long-term profitability with a service-led model that can promote recurring revenues Competitive differentiation with full-featured managed-service offering Enhanced business growth with platform upon which customized services can be added Operational efficiencies with better staff utilization Smart Care The Cisco ® Smart Care Service is a partner-led offer that can enable you to 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 6 Smart Care Control Panel: Central repository for monitoring customers’ networks and performing tasks with a variety of dashboards Installed Base Management: Periodic validation of your customers’ Cisco® devices’ service levels against Cisco intellectual capital Proactive Notifications: PSIRTs are correlated with IntelliShield alerts to provide security vulnerability information; EOX alerts for devices are also issued Assess and Repair: Proactive, periodic assessments to identify and fix issues Assess and Prepare: Assessment to check a network’s readiness to support new technologies Disaster Recovery Services: Backs up a customer’s routing, switching, and security devices’ configuration offsite IPS Services: Helps ensure customer IPS devices have up-to-date signature files to protect against attacks Reports: Monthly business reports and weekly network exception reports for customers

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 7 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 8 Smart Care provides multiple layers of security. Security features are built into on the network collector during the data transport to and from Cisco and at Cisco when processing. 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

© 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. 9 Portal Demo Don’t change that channel!

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 Thank you.