1. BellSouth DataCare IP Telephony Manager July, 2004
The BellSouth alliance agreement represents a major milestone in Cisco Systems’ relationship with large incumbent service providers. This brief overview is designed to give Cisco ESO account managers an understanding of the broad framework of the alliance, insight into current and future Cisco-based managed service offerings from BellSouth, and information on applicable sales credit uplift policies.
As a member of the Cisco ESO sales organization operating within the BellSouth nine state footprint, you are one of a small number of Cisco employees that will play a major role in determining the success of the alliance moving forward.

2. BellSouth DataCare IP Telephony Manager is a Managed Service Offering for the Cisco AVVID IP Telephony platform and includes Onsite Maintenance, Proactive 24X7 Monitoring and Free Remote MAC
Planning Services
IP Telephony Snapshot
IPT Telephony Readiness
Design Services
Solution Engineering & Design
Operation Services
DataCare Maintenance
DataCare IP Telephony Manager
DataCare IP Telephony Manager for CCME
Integration Services
Project Management
Staging
Configuration and Installation
Complete Lifecycle Service Portfolio

3. Components BellSouth DataCare IP Telephony Manager includes:
Onsite DataCare Maintenance (3 options)
M-F 8x5xNBD (Next Business Day on-site response)
M-F 8x5xSBD (4 hour on-site response objective, (if ordered by 3 p.m. ET )
7x24xSBD (4 hour on-site response objective)
Pro-Active Fault & Event Monitoring
Automated Trouble Ticket Process
Performance, Call Statistic and QoS Reporting
Access to Cisco.com for Software IOS Updates and Upgrades
Image & Configuration Maintenance
FREE Remote MAC for unlimited activities that can be completed in 30 minutes or less! Plus 10 additional hours per year of complex remote or onsite MAC labor for each 200 IP telephony sets in customer network.
User Privilege and Access Control Management (optional)
Complete Lifecycle Service Portfolio

4. Onsite DataCare
DataCare is a BellSouth branded, comprehensive Maintenance Offering which allows customers to focus on their business while BellSouth concentrates on trouble shooting, repair and maintenance of their network:
BellSouth provides 24x7 Help Desk Support as single point of contact for all maintenance related issues
Remote Diagnostics
30 Minute response time to inquiry… Hot hand-off from CRC is the standard
BellSouth provides Tier 1 & 2 call resolution
Cisco provides parts sparing and Tier 3 trouble resolution
Cisco-Certified Engineers
Cisco PICA Website Access
e-Repair (Trouble Ticket Web Access)
Flexible Billing Options

5. Service Packs
DataCare IP Telphony Manager has two offerings to support the Cisco AVVID IP Telephony platform:
Silver
A proactive management service offering with primary focus on the Telephony components of the data network. In addition to Onsite DataCare Maintenance this offer includes 24X7 event and fault monitoring of the entire telephony network plus a suite of management services and customized performance reports on the AVVID Call Manager. It provides basic “sweeping” services and basic availability reports on the rest of the data network.
Gold
In addition to all of the components of the Silver Offer, the Gold offer also includes customized performance reports on the routers and switches within the network.

6. DataCare IP Telephony Manager
Features
DataCare IP Telephony Manager
Management Functionality
Feature
Silver
Gold
(F) Fault
Tier 1-3, 24x7 Helpdesk Support
Proactive Fault and Event Monitoring and Resolution
Fault and Event Reporting and Ticket Status
Single Point of Contact (SPOC) Functionality
(C) Configuration
Software IOS Updates and Upgrades
Image and Config. Maintenance of Routers and Switches
Quarterly CallManager Backups
FREE Remote MAC plus 10 additional MAC hours for onsite svcs
(A) Accounting / Allocation
Monthly, Quarterly, Annual, or Up-Front Billing
Device and Resource Reporting
Call Statistic Reporting
Software Inventory and Event History
(P) Performance
Performance Monitoring and Reporting of Routers/Switches
Quality of Service (QoS) Monitoring, Resolution, and Reporting
(S) Security
User Privilege and Access Control Management (OPTIONAL)

7. Purchase Drivers Optimizing their IP telephony investment
Voice is the most critical application on IP telephony-enabled networks. Customers interested in DataCare IP Telephony Manager want to ensure the peak performance and quality of their IP telephony solution.
Reducing operating and opportunity costs
DataCare IP Telephony Manager complements IT staffs so they can concentrate on other aspects of the network. A DataCare IP Telephony Manager customer wants their IT personnel focusing on technology strategy and development, not the expensive, mundane task of day-to-day management of their IP telephony network.
Upgrading from a traditional PBX
Proactive monitoring and management is a common offering in the PBX world; customers upgrading from PBXs expect this level of service. DataCare IP Telephony Manager helps to ease a customer’s transition to IP telephony by providing the same level of service they likely have today with their traditional PBX.

8. Value Proposition
Reduced Risk of Migrating to IP Telephony – BellSouth provides critical IP Telephony experience and expertise to quickly and proactively resolve IP Telephony issues
Operational and Opportunity Cost Avoidance – eliminates the customer’s capital and personnel burden associated with self-managing their IP Telephony network
Optimize IP Telephony Benefits – reduced downtime, improved performance, and valuable call performance statistics allow the customer to optimize the benefits of the AVVID communications system
Single Point of Contact – eliminates finger pointing and managing multiple solution providers and can speed recovery times
Provides for a Complete Solution – BellSouth offers a full solution for IP Telephony, beginning with the initial IPT Snapshot and ending with a “Day 2” managed service offering which provides Onsite Maintenance, Monitoring and a Suite of Professional Services