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Smart Net Total CareLindsey TaylorCisco Smart Services Business Development Manager 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential1

Automation and Cisco’s Deep KnowledgeAre Driving Value for YouServices with Which Is Analyzedand Compared With Which kDiagnosticData Cisco’s DeepKnowledge Base to ProvideActionableInsight CISCO DEEP KNOWLEDGE BASE25 Years of Networking Innovation and Leadership6 Million Annual Customer Interactions50 Million Installed Devices90,000 Technical Documents 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential2

Smart ServicesSolution for any Customer mart NetTotal Care2-TierDistributionCustomerCustomer needsdirect access to TACResellerSmart Care ServicePartnerSupport ServiceCisco CollaborativeServicesPartner’s unique service collaboratively delivered 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential3

On-Going Customer NetworkOperational ChallengesAre my Cisco productscovered with the rightcontracts?Entitlement issues taketoo long to resolveWith so many alerts it’s hard to find the onesthat apply to meSo many products andcontracts – it’s hard tomanage them all 2010 Cisco and/or its affiliates. All rights reserved.Life cycle planning datais too hard to find anduseCisco Confidential4

RESELLSmart Net Total CareSmart Net Total AC)Installed Base andContract eplacementAlerts( PSIRTs)SoftwareUpdatesFoundational Maintenance Services CapabilitiesExtensive Installed Base and Contract ManagementProactive Device Diagnostics and Alerts 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential5

RESELLInstalled Base and Contract Management Accurately validate customer’s Cisco installed basevia CSCC Ongoing collection of Cisco installed base information Correlation and validation against Cisco Intellectual Capital Detailed inventory reports and analysis via intuitiveweb portal Visibility that critical Cisco products are covered with proper servicecontract Identify Cisco products that are not covered by a service contract Aggregated report for “collected contract view” of IB Delta reports for moves/adds/changes Contract date, EoX 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential6

Installed Based and Contract ManagementDetailed Inventory Reports and AnalysisValidate your Ciscoinstalled base 2010 Cisco and/or its affiliates. All rights reserved.Identify products withoutservice coverage, withsupport about to expire, orpast LDoSCisco Confidential7

RESELLAlert Management Alerts and notifications are correlatedagainst customer’s Cisco installed base Product Security Incident Response Team (PSIRT) Software alerts Hardware alerts Field notice alerts Alerts are posted and saved in the portal Customer sees only those alerts that applyto their Cisco products Alerts are displayed in the portal Eases alert management and access to all details 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential8

Smart Net Total CareProactive Alert ManagementAlerts are correlated against your Cisco installed base! Product Security IncidentResponse Team (PSIRT) Software alerts Hardware alerts Field notice alerts 2010 Cisco and/or its affiliates. All rights reserved.A complete view ofproduct alerts specific toinstalled baseCisco Confidential9

Smart Net Total CareProactive Alert ManagementAlerts are correlated against your Cisco installed base!Shows all devicesaffected by specific alertEasily drill down to findall details of an alert 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential10

Partner Value Proposition .with each customer you could reveal their uncovered Cisco products? Grow SMARTnet revenue .you gave each customer an accurate view of their end-of-support Ciscoproducts? Sell new Cisco products .you gave the customer on-going up-to-date data regarding installed baseand contracts? Faster and more efficient SMARTnet renewals .you could inform your customer about a published Cisco alert that wouldpreempt network disruption? PRICELESS! 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential11

Smart Net Total Care- Customer & Partner BenefitsSmart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’sdata center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in acomprehensive view of their installed base, service contracts, and product alerts.Smart Services Capabilities Embedded “I want to eliminate surprises and reduceescalations.” “I need to improve my Network Life CycleManagement.”Increased Strategic Planning TimeDrive Additional Professional ServicesOpportunities “I want my records to be accurate and up to date.” “I want to simplify my service renewal process.”Increased SMARTnet Renewal PotentialCisco & Partner BenefitCustomer Realized ValueIncreased Customer IntimacyDrive Technology Migration 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential12

Smart Net Total CareIdentifying an SNTC OpportunityTarget Customer –Has large and diverse base of Cisco productsCustomers that experience one or more of the challenges identified earlier in the presentation:Contract insight, Entitlement challenges, Complex renewalsEnd of Sale data and network relevant Alerts, Improved RMA support.Customer’s IT Staff that can support collector deployment.Customer has the desire to improve their current contract management processes.Compelling Events –Rapid network growth or recent acquisitionNetwork redesign and consolidation as the result of a corporate mergerNew technology purchase plans and need for correct installed base inventoryRecent participation in a KTN or network assessmentApproaching SMARTnet contract renewal 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential13

Ordering Changes Overview 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential14

SNTC Order-ability Changes – When, Why, and What When- November 11th, 2013 Why – Expand market penetration Over 600 customer in the Americas, Over 1200 Globally Need to migrate to standard processes to continue to scale deployment and support Need to Enable Partner Ordering to drive further market penetration What – Standardized processes including; Distributor and Partner Quote to Order enablement POS Device Level Order-ability NLS1 SKU Simplification Hardware Collector Order-ability – Fulfilled by Mfg or SW Collector; customer owned server and VMware Deployment and Support 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential15

SNTC Quote and Order AvailabilityPartners/Distributors Enabled: Leverage sales and ordering power of Cisco partners SNTC will be orderable externally in all regions by 1-tier Cisco Brand Resellers (DVARs) Distributors 2-tier Cisco Brand Resellers (VARs)Point of Sale: SNTC Device Level service SKUs can be sold with original hardware purchase Customers, partners and distributors will be able to quote and order SNTC Service at Point of Sale All SKUs will be available at POS except NLS1 SKUs. NLS1 SKUs will be available in CSCC, and 2-Tier Next Generation (2TNG) SKUs will not be available in SMS3 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential16

What is the NLS1 Service Contract?NLS1 service contract provides the following: Right to use the Cisco-owned software collector appliance: Alternative to purchasing the hardware collector appliance Install onto customer’s own hardware and VMware platform (PM is currentlyevaluating additional options) SNTC Portal access Standard Deployment service Standard Support (Day 2) service Software updates to the software collector at Cisco’s discretion 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential17

NLS1 SKU SimplificationOrderable Only in CSCC!SKU 1-196T220MCON-NLS1-221T250MCON-NLS1-251T300MIB SizeList Price 6 M 6-15 M 16-35 M 36-65 M 66-95 M 96-120 M 121-145 M 146-170 M 171-195 M 196-220 M 221-250 M 251-300 M 12,000 13,250 18,500 26,000 34,000 39,000 45,000 49,000 53,000 56,000 61,000 68,000The installed base is the total value, in U.S. dollars, of the list price ofCisco devices in use by the customer.List Price above in US, use local pricing outside US. 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential18

Enterprise SNTC Device Level Service Levels 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential19

Service Offer Components and Commerce ToolsComponentHardware CollectorAppliancePID/SKUCommerce Tool1 PID: CAAPL-2110-SNT-K9List Price 5313CCWB2B(will ship with collector software preloaded)Maintenance for HardwareCollector ApplianceCON-NSNT-CA2100 - (8X5XNBD)List Price 239OrCON-SPAR1-CA2100 (8X5XNBD)(Service Provider only)Or Software CollectorApplianceNLS1 Smart ServiceDevice-level SNTCfoundational technicalservices 2010 Cisco and/or its affiliates. All rights reserved.Right to Use is included with NLS1 ContractAttach in CCW orB2BAs separate service-onlytransaction using CSCC orB2B(not orderable)(Requires customer owned VMware V5 platform and hardware).Select from 12 New PID/SKUsSKU selection is Installed Base Size Dependent90,000 SKUs for device-level TS MaintenanceCSCC (2TNG)CSCC (2TNG)Attach in CCW orB2BCisco Confidential20

SNTC Ordering for New SNTC Customers – Step byStep1. Determine the value of customer’s installed base size of Cisco Hardware using product listprice2. Choose the NLS1 SKU that maps to the customer’s IB size3. Quote the NLS1 SKU via CSCC or 2TNG4. Determine customer collector appliance preferencea)Hardware, Software or pre-existing Cisco AS collector5. If Hdw collector appliance is selecteda)Quote the Hdw appliance via CCW or B2Bb)Attach maintenance for Hdw collector via CCW or B2B6. Quote all new and renewal maintenance using SNTC GSPs/SKUs at time of;a)Renewal via CSCC or 2TNG orb)At New Attach via CCW or B2B 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential21

Smart Acceleration Uncovered RebateAt-A-GlanceProgram GoalProgram PeriodWho IsEligible toParticipate?To offer a further incentive to adopt Cisco’s Smart Services capabilities, the Smart AccelerationPromotion offers partners the opportunity to earn an incremental 15% sales promotion rebate onpreviously uncovered equipment leveraging eligible Smart Care and Smart Net Total Care contracts.July 28, 2013 – January 25, 2014Partners must: Have entered into a Syetems Integrator (SI) Services Amendment or Indirect Channel Partner Agreement (ICPA), which containsor includes the terms and conditions of the Cisco Services Partner Program Meet the minimum Cisco Services Partner Program Attach Rate (AR) and Renewal Rate (RR) rebate thresholds as defined inPerformance Metrics Central Have installed and have working within the customer network the appropriate Cisco Services collection device for the servicesdefined under this promotion All new Smart Care, Smart Net Total Care, and Partner Support Service bookings during quarters 1 and 2 of CiscoWhat Servicesare Eligible?fiscal year 2014 on devices that are out of contract for a minimum of 12 months New service contracts must be a minimum of one year to qualify, or must co-terminate with existing contracts Partners must follow a claims process to apply for the promotion rebate. Cisco will validate the uncovered status of devices for whichPromotionTermsthe partner is requesting the promotional rebate before rebate payments are finalized and paid to the partner Partners must submit a Cisco Installed Based Management report from the Cisco collection devices with the claim, highlightingdevices to be covered under this promotion The final date on which a claim can be submitted to Cisco is February 28, 2014 Claims must have a minimum of 150 in net rebate value to qualify for the promotion 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential22