1. Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. Service Tools Overview for Partners Ludmila Davidova Cisco Services CPO team

2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

3. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 PMC – Partner Metrics Central SSC – Service Support Center TAC - Technical Support Center RMA – Return Material Authorization (SVO Tool) SAM - Service Availability Matrix Service & Warranty Finder Pricing Tool (Services) CSCC – Cisco Service Contract Center

4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

5. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 www.cisco.com/go/pmc

6. Cisco Confidential 6 © 2010 Cisco and/or its affiliates. All rights reserved.

7. Cisco Confidential 7

8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

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10. 10 © 2010 Cisco and/or its affiliates. All rights reserved. Service Support Center How to Open & Manage a Support Case? http://forums.cisco.com/ecom/web/service-support-center You can look for Q&A or forum at this page to see if the same questions have been already answered or open a case by clicking “get help”

11. Cisco Confidential 11 © 2010 Cisco and/or its affiliates. All rights reserved. 11 1.Go to URL www.cisco.com/go/sscwww.cisco.com/go/ssc 2.Click on ‘Open a case’ link under the “Resources” section 3.Click on Create a New Account 4.Enter requested details and confirm by clicking on ‘Create Account’

12. Cisco Confidential 12 © 2010 Cisco and/or its affiliates. All rights reserved. 12 From the ‘Ask a Question’ tab 1.Select category and sub-topic relating to your question and add your quote number and email to be copied if applicable 2.Type key words in the ‘Subject’ field and enter your question in the ‘Question’ box 3.Attach any relevant documents and click on ‘Continue’ 4.A pop-up window will appear with related support material that may resolve your issue without a support case. If a case is still required, click the ‘Finish Submitting Question’ button.

13. Cisco Confidential 13 © 2010 Cisco and/or its affiliates. All rights reserved. 13 From the ‘My Stuff’ tab the Overview screen shows 3 areas: Questions: list of cases opened and resolved Settings: user profile details Notifications: list of requested notifications for answer updates

14. Cisco Confidential 14 © 2010 Cisco and/or its affiliates. All rights reserved. 1.From the ‘My Stuff’ tab click the subject hyperlink to your case. 2.From this screen you can review the case history and provide updates to the case 3.The ‘Add additional information to your question’ field, is a free-form field to provide additional information or respond to the support agent’s update. 4.Click on the ‘Browse’ button to add additional attachments. 5.Select ‘Yes, please respond to my question’ from the drop down menu. Selecting ‘No’ will close the case. 6.Click ‘Submit’ to update the case.

15. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 You may escalate a case for the following reasons: - unsatisfactory response - missed SLA (6 h initial response / 3 working d case follow-up) - business critical situation An existing case number is required. Emerging Markets, Latin America, Europe, Japan and Asia Pacific Escalation: ask the case owner (SSC agent) to escalate further, by adding “ESCALATE” to the text of the case (SSC Team escalation)

16. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16

17. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 How to open TAC case http://www.cisco.com/cisco/web/support/index.html http://www.cisco.com/cisco/web/support/index.html

18. Cisco Confidential 18 © 2010 Cisco and/or its affiliates. All rights reserved. Or Go Directly to: http://tools.cisco.com/ServiceRequestTool/create/launch.do

19. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 If you want to escalate your service request inside Cisco TAC, please make sure that you have that data for effective escalation: Brief definition of problem which is a subject of SR; Current situation with your network; Technical Impact; Business Impact; Potential aggravation of the problem. Escalation – means involvement of higher level TAC and TS management into your problems once you expressed your dissatisfaction with problem resolution process.

20. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Whom whould I escalate the TAC case to? To the TAC Duty Manager TAC Duty Manager has to: –Analyze the problem –Allocate additional resources if needed Contacts: Asia-Pacific: +61 2 8446 7411 Europe: +32 2 704 5555 USA: 1 800 553 2447; +1 408 526 7209 Ask Duty Manager

21. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21

22. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 To escalate an RMA, you should Call Logistics on +31 20 485 4200 Ask Duty Manager OR Write a mail to the SSCD Escalation Team Email: lscesc-team-cee@cisco.com (Central and Eastern Europe)lscesc-team-cee@cisco.com lscesc-team-rucis@cisco.comlscesc-team-rucis@cisco.com (Russia & CIS) lscesc-team-mea@cisco.comlscesc-team-mea@cisco.com (Middle East & Africa) RMA Service Order Tools http://tools.cisco.com/serviceordertools/svosubmit/tools.do To open RMA go to SVO Tool:

23. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23

24. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 http://tools.cisco.com/apidc/sam/search.do Select Country, put in the city and postal code Select Product, and click on Find Service Availability

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29. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 https://tools.cisco.com/qtc/pricing/MainServlet Click on Dowload Updated Monthly

30. Cisco Confidential 30 © 2010 Cisco and/or its affiliates. All rights reserved. Service Price List Click on Service Price List

31. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Select Price List and Click Submit to download

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35. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 http://apps.cisco.com/CustAdv/ServiceSales/smcam/requestStatusDi spatch.do?methodName=onDashboardAction The Cisco Service Contract Center (CSCC) is a Web-based application that helps distributors & resellers prospect, quote, and renew Services contracts. It offers fast, accurate information about your service contracts anywhere, anytime.

36. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 Cisco Service Contract Center (CSCC) The Dashboard displays up to 20 of the most recently accessed or modified contracts.

37. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 www.cisco.com/go/cscc

38. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38 http://forums.cisco.com/ecom/web/service-support-center

39. Thank you.