1. Cisco Confidential 1 © 2011 Cisco and/or its affiliates. All rights reserved.

2. Cisco Confidential 2 Hardware appliance installation The Cisco Smart Care Service appliance is a hardware device that can be installed in the customer network It is included in every Smart Care contract and is typically used to run Smart Care in a customer network. It consists of a 1U rack-mountable chassis

3. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Install the Appliance in a 19" rack using the hardware that ships with the Appliance Connect the power supply cord Do not power on the unit until the Appliance has been connected to the customer network. Connect the Appliance to the customer network using a Cat-5 (minimum) Ethernet cable inserted into the top network port on the back of the chassis. Power on the Appliance using the power switch in the front of the unit. The blue power LED illuminates (on the front and back of the unit). Let the Appliance boot and run for 30 seconds before configuration

4. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 The Smart Care Service Appliance is configured using a serial connection from the host PC to the Appliance, and terminal client software to support a command line interface (CLI) session. Partner will need: Terminal client software (HyperTerminal®, for example) Null Modem DB9-F to DB9-F from PC to the Appliance Standard DB9-F adapter for use with Cisco Terminal Server Octopus cables

5. Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 5 Connect the laptop to the Appliance. Start HyperTerminal. Use the settings on the following slide to connect the laptop to the Appliance.

6. Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 6 Use terminal client software, SSH, or Telnet to connect to the Network Appliance. To Start Hyper Terminal: Start>All programs>Accessories>Commu nications>Hyper Terminal>type in a name for the new connection>Select Connection Type (partner should know which one to select( Or from run  hypertrm

7. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Settings: Bits per second: 9600 Data bits: 8 Parity: None Stop bits: 1 Flow control: None

8. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Log into appliance Enable admin mode Configure IP Update appliance Time sync Register appliance Assign and enable appliance Use appliance to run services

9. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Log into the appliance user Name: Cisco Password: Cisco. Partner will be prompted for a new password, he must use a secure password containing number, capital letter, special character and must not be a dictionary word e.g. ($Martcare1), you may suggest this password to the partner. Enable the Admin mode ->command ena or enable -> password Admin. Partner will be prompted again for a new password, the partner must use a secure password containing number, capital letter, special character and must not be a dictionary word e.g. ($Martcare1), you may suggest this password to the partner.

10. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Run "Show net" command to know which Ethernet port is used (eth0, eth1). One should be "down", the other "up". The "Up" interface will be the Ethernet port used while configuring the IP. Configure the HW appliance: This is to make sure the appliance will be able to connect to the internet through the customer`s or partner`s network. Run "conf ip" or "config ip" to configure the IP settings of the Hardware Appliance. By default "DHCP" will be enabled on the appliance -> Partner must use static IP -> to use static IP partner can type "m" to modify the settings and then hit enter. Enter the Interface (eth0 or eth1): this refers to the Ethernet port used on the appliance. Type "S" to use static IP Enter a name for the Appliance, partner will choose a name to identify the appliance on the network. IP address -> partner to provide. Net mask -> partner to provide. At the prompt "MTU [1500]", press enter to accept the default value. DNS server -> partner to provide. Proxy setting if customer using proxy server -> partner to provide You will be prompted if you would like to save these change -> click "y" to save and hit enter.

11. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 This is to ensure the appliance is updated to the latest software version. Run "update" command. Partner will be asked for a URL leave it blank and hit enter. Partner will be asked to enter CCO user ID and password and hit enter. It will take some time till the download and the installation is complete. Once download is complete the appliance will restart automatically. When the appliance reboots, ask the partner to log into it and enable the admin mode again as described above. IF update fails verify the below before opening a TAC case: The appliance is configured correctly as above and that the appliance can ping tools.cisco.com. Firewall is not preventing the appliance from connecting to tools.cisco.com. If partner is prompted to register for encrypted software, ask the partner to go to the URL provided and click "Accept" then do update steps as above again.

12. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 This is to link the HW appliance to the partner`s Smart Care portal, after this step the partner should be able to see the HW appliance on his portal. Run "Register" command to start registering the Appliance. Partner will be asked to enter "server Ip Address", "server port" and "protocol", leave them all blank and hit enter. Partner will be asked to enter his CCO user ID and password, partner must use a CCO ID that has admin access to the partner`s Smart Care portal -> hit enter. Partner will be asked to enter the appliance name: partner can choose any name for the appliance. We recommend using a name that refers to the customer`s company, this is the name the appliance will display on the portal. Partner will be asked to enter the customer CCO ID: (optional). Partner will be prompted to register the HW appliance with the information entered -> type "Y" -> hit enter. Partner should receive a success massage now. IF registration fails, verify the below before opening a TAC case: partner has used a CCO ID that has admin access to the partner`s Smart Care portal.

13. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 This is important to ensure accurate timing of running services using the HW appliance. Run command timesync. When prompted to NTP Server address, leave this blank and hit enter. Partner will be asked: Would you like to synchronize time with pool -> Type yes then enter.

14. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Go to Smart Care portal -> main Administration menu -> click "assessment appliances" ->select the Hardware appliance -> click "Assign/Unassign" -> select the customer -> click ok. Enable the appliance  select the Hardware appliance -> click on "view/Edit" -> select enable -> click Save. On the same page, back up the HW appliance -> Click "Start" -> Click "Yes" to begin the backup.

15. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Finally, Run Discovery and Inventory services including the IP address of the HW appliance -> click "Device Inventory" page  Click "Save and Continue" to update the contract with the HW appliance serial number.