Cisco Services
Gabor Radanyi
© 2006 Cisco Systems, Inc. All rights reserved.
gradanyi@cisco.com
SMB-1
What is Cisco Warranty?
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-2
Differences between Services and Warranty
90-Days/1 Year
LIMIT HW
LIMITED LIFETIME
HARDWARE
SMARTnet
CISCO SMART
FOUNDATION
SERVICES
Warranty for Hardware
90 Days
Lifetime (some
internal parts
limited to 5 years)
Anual Contracts
Anual Contracts
Software Warranty
90 Days
90 Days
Anual Contracts
Anual Contracts
Technical Support
No
No
Yes
Yes
• SW Updates
• Minor Releases
• Major Releases
No
No
Yes
Minor Releases
Application SW
Updates
No
No
No
NO
Registered Access to
Cisco.com
No
No
Yes
Portal with
Management Tools
designed for SMB
Advanced Replacement
ARS (10 days)
ARS (10 Days)
Standard: Next
Bus. Day
Delivery
Options: 2-Hr, 4Hr, Onsite
© 2006 Cisco Systems, Inc. All rights reserved.
Open cases 24x7;
Replacement Next
Business Day
SMB-3
Where are the Issues
Problems in the IT World
•Hardware
•Environment Issues
•Natural Disasters
Technology
20%
40%
40%
Operators Application
Mistakes Failure
•Inconsistencies due to
Managers Change
•Lack of Processes
© 2006 Cisco Systems, Inc. All rights reserved.
•Software Issues
•Performance Issues
Source: GartnerGroup
SMB-4
Warranty versus Services
Warranty is :
• Only Hardware replacement if the part is broken
• No commitment of SLA
• No TAC support from Cisco
• No access to knowledge transfer resources
• No software updated or upgrades
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-5
Cisco Technical Support
Services Portfolio
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-6
SMARTnet
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-7
SMARTnet Components
COMPONENT
DESCRIPTION
Cisco® TAC
Complements customer’s in-house staff
with highly-trained engineers, CCIE®
engineers
Cisco.com
Increases customer’s self-sufficiency
and productivity with registered access
to online tools and resources
Cisco OS
Software
Extends the life of equipment and
maximizes application technology
investments
Hardware
Replacement
Minimizes the risk of potential network
downtime with fast access to
replacement of hardware parts
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-8
SMARTnet Service Levels
Service Level
Service
Code
Description
SMARTnet
8x5xNBD
SNT
Advance Replacement parts are delivered the next business day from 9 a.m. to 5 p.m. (provided the
request is received before 3 p.m. local time).
SMARTnet 8x5x4
SNTE
Advance Replacement parts are delivered within four hours of determining that part replacement is
required (Monday-Friday, 9 a.m. to 5 p.m.).
SMARTnet
24x7x4
SNTP
Advance Replacement parts are delivered within four hours of determining that part replacement is
required (24 hours a day, seven days a week).
SMARTnet
24x7x2
S2P
Advance Replacement parts are delivered within two hours of determining that part replacement is
required (24 hours a day, seven days a week).
SMARTnet Onsite
8x5xNBD
OS/CS
Advance Replacement parts, with a field engineer, are delivered the next business day from 9 a.m. to 5
p.m. (provided the request is received before 3 p.m. local time).
SMARTnet Onsite
8x5x4
OSE/C4S
Advance Replacement parts, with a field engineer, are delivered within four hours of determining that
part replacement is required (Monday-Friday, 9 a.m. to 5 p.m.)
SMARTnet Onsite
24x7x4
OSP/C4P
Advance Replacement parts, with a field engineer, are delivered within four hours of determining that
part replacement is required (24 hours a day, seven days a week).
SMARTnet Onsite
24x7x2
PREM/C2P
Advance Replacement parts, with a field engineer, are delivered within two hours of determining that
part replacement is required (24 hours a day, seven days a week).
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-9
CISCO SMART
FOUNDATION SERVICES
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-10
SMB Challenges
Limited IT staff
Limited experience
Limited budget
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-11
Cisco Core Support Structure
SMARTnet / Cisco SMART Foundation Services
TAC
SDS/NBD Only
NBD Callback from specialized
engineers during regular business
hours
IOS
Minor Releases
PORTAL
On Line
Support
Coverage
Low end products ONLY.
Cisco SMART Foundation
Services
© 2006 Cisco Systems, Inc. All rights reserved.
+
+
+
+
+
Advance
Replacement
24x7x4, 8x5x4, SDS/NBD
In two flavors, parts only and
OnSite
Advanced
Replacement
Cases can be opened via email or
telephone at any time
Immediate support from the TAC
engineers
IOS Upgrades, Updates, Bug
Fixes, (24x7)
TAC
IOS
Access to the Software Center
Tools, Technical Library, Software
Center, Forums, etc.
Cisco.com
FULL Access
Support for ALL technologies
Coverage
ALL products
SMARTnet
SMB-12
Cisco SMB Support Assistant: For Routing,
Switching, Wireless and VPN/Security
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-13
2 Tier From the Service Perspective
Requirements to
be Silver or Gold:
A) 40% AR
B) 15% PR
Earn Rebates up to:
A) 7% on AR
B) 7% on RR
Partner Branded
CBR,CSSP,CBF,etc
OR
Pay for Performance
Pay for Performance
WW. P.S
Steps To Success
Steps To Success
PMC (All)
CSCC
EConsulting
PMC (All)
SMS3 (Quoting)
SMS3 (Quoting)
EConsulting
SMS3
(Quoting)
Disti Promo
Disti Promo
Promo + OIP
Disti Promo
Accelerate
Accelerate
Accelerate
Accelerate
Unregistered
Registered
Select
Premier
Silver
Gold
Service Certification Career
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-14
Software Application
Support Services
SAS - SASU
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-15
Two Levels of Support Service
Software Application Support (SAS)
Software Application Support plus Upgrades (SASU)
• SAS and SASU services are unique to Cisco applications and
go beyond operating system software support
Technical Support Services
(TSS)
Cisco Operating System
Software and Hardware
Support Services
•SMARTnet
•SMARTnet Onsite
•SP Base
•SMB/SA
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Software
Application
Support Services
•SAS
•SAU
SMB-16
Service Components
Registered
Access to
Cisco.com
TAC—
Technical
Support
24x7x365
Maintenance
Releases and
Patches
x.x.X
Minor
Releases
Major
Releases
x.X.x
X.x.x
X
X
X
X
Application
Application
Application
X
X
X
X
Application
Application
Application
Application
Software
Application
Support
(SAS)
Software
Application
Support +
Upgrades
(SASU)
X
Only SASU includes major software version upgrades
Some software applications are covered by only SAS or only
SASU
Technical Assistance Center (TAC) available worldwide 24 x 7
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-17
Unified Communications
Services
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-18
Launch Unified Communications Operate
Services (Aquila)—March 2006
Upgrades
Legacy
Post-Launch
SASU
UCSS
Software Application Support
Plus Upgrades
Unified Communications
Software Subscription
Software
Hardware
SAS
ESW
ECD
Software Applications
Support
Essential
Operate
Operate
Service
Software
and
Hardware
Bundle
SKU
SNT
+
SMARTnet
PAST
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-19
Strategy Change Unified Communications
Operate Services—Today
Legacy
Upgrades
Software
Today
For New and Renewal
SASU
UCSS
Software Application Support
Plus Upgrades
Unified Communications
Software Subscription
SAS
ESW
Software Applications
Support
Essential Operate
(Software)
SNT
SNT
SMARTnet
SMARTnet
PRESENT
Hardware
Convert SAS to ESW
Convert SASU to ESW and Unified Communications Software
Subscription
Leave SNT in place to mitigate potential risks
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-20
Tools Available
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-21
Service Support Center
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-22
Service Support Center
SSC is accessible from web browser via www.cisco.com/go/ssc
1st time assistance
Searching for
information
Historical data
Opening a new case
Using help
© 2006 Cisco Systems, Inc. All rights reserved.
23
SMB-23
How to use the SSC KnowledgeBase?
From the ‘Questions & Answers’ tab:
•
Select topic and sub-topic relating to your question
•
Type your question in the ‘Search Text field’, click ‘search’
•
Click on the answer links to view response
•
At the end of the answer, you can evaluate the answer and see related topics

To receive
notification when
the answer is
updated click here
© 2006 Cisco Systems, Inc. All rights reserved.
24
SMB-24
How to log a case?
From the ‘Open a Case’ tab
1.
Select topic and sub-topic relating to your question and add 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 ‘Submit Request’
4.
The system should bring a list of questions that may be of interest, if none applies then click on
‘Finish Submitting Request’ to confirm case creation
Adding document
© 2006 Cisco Systems, Inc. All rights reserved.
25
SMB-25
Service Availability Matrix
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-26
Service Availability Matrix
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
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-27
Service Availability Matrix
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-28
Service Finder
http://www.cisco-servicefinder.com/
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-29
Multiyear Discounts
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-30
Multiyear Discounts - Upfront
SMS3 - Standard discount: 35%
SMS3 - Freely Adjust Term (>12mo.)
Multi-year discounts on net:
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-31
Promotions
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-32
4-4-2 Promotion Details
You purchase a 4 year contract but are charged for a 2
year contract
Only available to Specific products and all Cisco IP
Phones
Cannot be combined with other discount promotions
Can be used for renewals or new contracts
ONLY SNT & SMBS (8x5xNBD) Service Available
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-33
3-4-2 Promotion Details
You purchase a 3 year contract but are charged for a 2
year contract
Available to products not covered under the 4-4-2
promotion.
Cannot be combined with other discount promotions
Can be used for renewals or new contracts
ONLY SNT (8x5xNBD) Service Available
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-34
Why these promotion will benefit you
Enabling you to manage your Service Operating
Expenditure for the next three to four years
•
NO BUDGET SURPRISES
Increase the longevity of the Network
Ensure your Network is SECURE with up to date IOS
upgrades
Minimise the Risk of downtime with HW replacements
Provide you with 24/7 x 365 day access to Cisco TAC
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-35
Promotion Requirement
End User Data:
In order to ensure that specific parts for specific
contracts are located in the right depot.
Cisco kindly requests that End User of the Service
Contract provide Cisco with the Serial number and Site
Locations.
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-36
SMB specialized service promotion
Objective : This promotion enhances the value of being (and
becoming) "SMB Specialized" partners, by enabling them to easily sell
Cisco Technical Service at a better price and at a fixed discount, on all
Cisco products that they are entitled to sell
Eligibility SMB specialized partners
Incentive Additional 10% off from the price shown in the SMS3 tool for
any contract greater or equal than 1 year
Validity From 26th January 2009 to 25th April 2009
Combinability This promotion can not be combined with any other
discount led program or promotion
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-37
Fast Track Services Promotion
Objective Increase service coverage for Fast Track products (even those already
installed but uncovered) and Increase CuSat by resolving customers network
problems rapidly with direct anytime access to Cisco experts and HW
replacement
Eligibility: All registered partners and above are
Incentive 10% discount on the SMART from the price shown in SMS3
Other criteria: The Service SKU must be purchased with any valid Fast Track
Product SKU
Validity: From 26th January 2009 to 25th April 2009
Combinability This promotion can not be combined with any other program or
promotion
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-38
Renewals = Recurring Revenue
Year 1
New Service Contracts
New Service = $10,000
Year 3
Year 4
RENEWAL Sales
RENEWAL Sales
Renew Service = $10,000
Renew Service = $10,000
Renew Service = $10,000
New Service Contracts
RENEWAL Sales
RENEWAL Sales
New Service = $10,000
Renew Service = $10,000
Renew Service = $10,000
Year 2
RENEWAL Sales
Total Service
= $20,000
New Service Contracts
RENEWAL Sales
New Service = $10,000
Renew Service = $10,000
Total Service
= $30,000
New Service Contracts
New Service = $10,000
Total Service
= $40,000
© 2006 Cisco Systems, Inc. All rights reserved.
SMB-39
Questions?
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
40