1. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 1 Serial Number Entitlement: An Overview

2. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 2 Topics  What is Entitlement?  Steps to Entitlement  Benefits to Customers  Global Service Relations  Tools & Resources

3. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 3 “ Entitlement is the set of privileges Customers & Partners receive when purchasing a Cisco Service Agreement: Software Updates, Service Orders (Return Materials Authorization - RMA), Global Remote Technical Assistance, and Cisco.com access. ” What Is Entitlement?

4. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 4 Steps to Entitlement Verification Customers are requested to provide a serial number (SN), but will still be directed to TAC or shipped a Service Order if the SN is not on their contract Enforcement Customers are required to provide a SN, and will be directed to Global Service Relations, not to TAC or shipped a Service Order, if the SN is not on their contract

5. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 5 Benefits to Customers Entitlement helps Cisco provide faster, more accurate service based on actual hardware configuration and software version. Entitlement allows Cisco to dedicate resources to providing the high quality services that customers paid for, so they can maintain optimal operation of their Cisco networks.

6. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 6 Service Request Tools TAC Service Request Tool (TSRT) Create online requests with the Technical Assistance Center (TAC) Query history & status of service requests Stores 18 month history of service requests For more info on TSRT click here

7. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 7 Global Service Relations (GSR)  GSR is an escalation team that receives TAC service requests from the Web that fail entitlement  GSR works with customers to discover Entitlement status of a service request.  GSR makes final verification about Entitlement status of a particular request before it is submitted for service.  When a service request is unverified, GSR offers customers options to help them receive service.

8. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 8 Call-To-Action – End-User Access  End User to contract association Make sure ALL your support contracts are associated with your Cisco.com profile. View the contracts currently associated with your profile by going to http://tools.cisco.com/RPF/profile/list_csm_contracts.do http://tools.cisco.com/RPF/profile/list_csm_contracts.do Request additional contracts be associated to your profile by going to http://tools.cisco.com/RPF/profile/additional_csm_contracts.do http://tools.cisco.com/RPF/profile/additional_csm_contracts.do Nominate a My Colleagues Granular Tool administrator who can monitor and control contract associations to user profiles. http://tools.cisco.com/CDCEA/showAdminColleagues.do

9. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 9 Tools & Resources  TAC Service Request Tool (TSRT) http://tools.cisco.com/ServiceRequestTool/query  Cisco Product Identification (CPI) Tool http://tools.cisco.com/Support/CPI/index.do  Technical Assistance Center (TAC) http://cisco.com/warp/public/687/Directory/DirTAC.shtml  My Colleagues Granular Tool http://tools.cisco.com/CDCEA/showAdminColleagues.do  Serial Number Entitlement for Customers http://www.cisco.com/public/support/tac/SN_Cust_QandA.html

10. © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicENT Overview 0907 10