Technical Pre-Sales Support
Who am I?
• Marcel Schwarz
marcschw@cisco.com
• Partner Help
Virtual Systems Engineer
• Based in Vienna, Austria
• Specializing in Data Center /
Enterprise Networks
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PURCHASE
P
IMPLEMENT
CONSUME
O O
P D I
Sales
In Production
PDI Help Desk
Engage:
Engage:
Engage:
Partner Help /
Channel Account
Team
PDI Help Desk
TAC
“Technical Pre-Production”
Advanced Services
 PDI helps to ‘Fill The Gap’ between existing support functions for Sales (Account
Team, Inside Sales, WW Partner Help) and In-Production (TAC) support
5 Locations across the globe
Scotland
• San José, Costa Rica
Japan
China
Costa
Rica
• Edinburgh, Scotland
• Beijing, China
• Tokyo, Japan
• Manila, Philippines
Manila
23 Languages supported
Arabic
German
Portuguese
Bahasa Indonesia
Hungarian
Russian
Cantonese
Italian
Spanish
Czech
Japanese
Swedish
Danish
Korean
Thai
Dutch
Mandarin
Turkish
English
Malay
Vietnamese
French
Polish
5
Overview
Partner Help is designed for Partners
who have pre-sales questions regarding:
Enterprise Networks
Data Center and
Virtualization
Collaboration
• Routers
• Data Center Management and Automation
• Switches
• Unified Computing and Servers
• Wireless
• Blade Switches
• Security
• Application Networking Services
• Collaboration
• Optical Networking
• Storage Networking
• WebEx
• Interfaces and Modules
• Data Center Switches
• TelePresence
• Networking Software (IOS & NX-OS)
• NX-OS Software
• Video
• Network Management and Automation
• Service Exchange
• Physical Security and Building Systems
• Voice and Unified Communications
6
Level 2 Support
• Mid-to-high level complexity
• Advanced Technology
• Basic BOM creation
2-3h escalation path
Level 1 Support
• Low-to-mid level complexity
• Cisco Product Research
• Partner Tools
7
Supported services
Product Research
Creation of Bill of Materials
Standard Architecture
Assistance
List Price assistance
Partner Programs and
Tools Assistance
Specialized Support for
SMB
1
Cisco Product Research
Assistance in finding existing Cisco
pre-sales technical content for
products & technologies supported
by PH. Assistance in researching
undocumented and/or hard to find
and/or roadmap Cisco pre-sales
technical information for products
& technologies supported by PH.
Supported example
“My customer has a Catalyst 6513
chassis with Sup720. He wants to
upgrade to Sup2T. Attached is a file
with the „show inventory“ output.
Could you please tell me what is
required to do the upgrade?“
-> New E-series chassis, some new
linecards
Unsupported example
Deliverables
“What kind of CPU is built in the
4451-X and what is its speed?”
Standard output is verbal guidance and/or an
email message that may contain URLs and/or
pre-existing materials as attachments. Optional
output may include custom-built materials.
-> Confidential Information Cisco
will not give out.
2
Creation of Bill of Materials
(BoM)
Assistance in creating a valid
network design and/or solution
sizing analysis and/or designvalidated Bill of Materials (BoM) for
products & technologies supported
by PH. Requester must
provide detailed customer
requirements documentation.
Certain third party components may
be incorporated if supported by PH.
Deliverables
Standard output is an Excel file with
Cisco.com Config Set ID & Access
Key. Optional output includes Excel file
showing equivalent competitive BoM, Visio
file, Netformx DesignXpert file. US currency
is used unless otherwise requested.
Supported example
„Please send me a BoM for an on
premise Webex solution for max 20
concurrent users and max 5
concurrent webex sessions with a
possibility of adding company external
participants“
-> Cisco BoM will be sent
Unsupported example
„Please send me a BoM for a switch
that best fits the requirements of the
attached document.“
(attachment: request for proposal
with 50 questions)
-> RfPs are not supported
3
Standard Architecture
Assistance
Assistance in providing Cisco
solutions that address customer
requirements which can expand
from single to multiple technology
solutions and emphasize business
relevance of the Cisco proposal.
Supported example
“My customer is a supermarket chain
with several distributed small shops.
They are thinking about introducing a
wireless solution. Are there any
documents on what I have to be
aware of in such a design?“
-> gets links to whitepapers of
Cisco validated designs
Unsupported example
Deliverables
Standard output varies based on the nature of
the request and may include :
High level design documents covering single or
multiple technologies
High Level Technology Migration Roadmap
Value proposition assistance
“My customer has three big sites in
Beijing, New York and Vienna. They
want to optimize the traffic between
those sites. Can you help me on the
design of how to do this with Cisco
WAAS?“
-> PDI Helpdesk is the service of
choice for this more complex
design
4
List Price Assistance
Assistance in finding List Price
data for products & technologies
supported by PH.
Product availability and Lead Time
confirmation.
Part number / SKU / Description
validation.
Supported example
“When will the new 3700 AP 3G
small cell module be orderable? Do
we already know a price and SKU?”
-> Approximate dates and prices
will be shared if possible
Unsupported example
Deliverables
Standard output is email or an Excel
spreadsheet.
„How much discount can Cisco give
me for this deal?“
-> Only the Partner Account
Manager can answer this
question
5
Partner Programs and
Tools Assistance
Supported example
Assistance supporting 23 partner
tools including general
troubleshooting, basic guidance and
pointing out help resources, but no
specialized tool training.
“Hi Team,
I cannot reach the link on the course
about CCNP Routing on Partner
Education. The link seems to be dead
for me.”
-> PH will contact PEC and fix this
Unsupported example
Deliverables
Standard output is an e-mail.
“Could you change my address in
Partner Self Service?”
->Supported by Customer Service
Central
Cisco Feature Navigator (CFN)
Cisco Discovery Service (CDS)
Partner Practice Builder (PPB)
Distributor Locator
Competitive Information Portal
Global Partner Network (GPN)
Cisco Proposal Generator (CPG)
Smart Business Roadmap (SBR)
Cisco Configuration Professional (CCP)
Content Delivery System (CDS)
Partner Education Connection (PEC)
Cisco Commerce Workspace (CCW)
Digital Media System (DMS)
Quote Builder (QB)
Quick Pricing Tool (QPT)
Secure Business Advisor
Solution Expert (SE)
Cisco Connection Online (CCO) Access
Channel Account Manager (CAM) Locator
QuickStart
Sales Accelerator Toolkit
Cisco SMART Designs
Netformx DesignXpert
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Case Formulation
No
“Hi team,
I need an update about Cisco
Switches.”
No
“Hi team,
I need your support, can you help me
with a BoM?”
No
“Hi team,
Does the Catalyst series support Full
EIGRP?”
Yes
“Does the Catalyst 3850 support full
EIGRP? If yes, which IOS license do
I need to use it?”
-> “Yes, you need an IP Services
license.”
Unsupported services
Request for Proposal /
Questions Request
Competitive Analysis
-> Partner Account Manager
-> Partner Account Manager
Cisco Services
Network Planning & Design
-> Unified Communication Services
Subscription (UCSS) or Cisco
Service Contract Center (CSCC)
-> PDI (Planning, Design
and Implementation) Helpdesk
Post Sales Questions
SMB Products Post Sales
-> Technical Assistance Center (TAC) -> Small Medium Business Team
Our goal: Your satisfaction
We take your feedback very seriously!
Partner
Satisfaction
FY12
FY13
Germany
4,54
4,71
Switzerland
4,49
4,70
Austria
4,40
4,83
Feedback can also be sent to
partnerhelpline@external.cisco.com and will be
treated anonymously towards the support agents
Partner Help
„PH Cases can only be opened online“
English phone service available 24*5.
„Cases will be closed if I don‘t reply after 24 hours“
Our support will send out at least 3 followups during a minimum
of 3 days.
„The support is not good“
PSAT values tell different. If you had bad experiences in the past,
give us another chance to prove the difference!
„The german support is done via Google Translate“
We have several german specialists working on your cases.
Partner Help
„If I am unhappy with the service my feedback will
not count anyway“
Every case with a feedback lower than 4 will be investigated in
detail by the management!
„I can only send feedback through the survey and it
will not be anonymous“
Feedback can also be sent to partnerhelpline@external.cisco.com
and will be treated anonymously towards the support agents.
„Opening a case is difficult and takes a lot of time“
Let us prove you the difference now!
Partner Help takes
the guess work out
of which Cisco tool
to use or which
resource to
contact.
Education
• Partner Education Connection (PEC)
• Education designed for Partners
Cisco Programs
• Partner Led programs
• Open-enrollment programs
Cisco Tools
• A-Z index of Partner Tools
• Tools designed to help Partners
21
PH Access Information
© 2012 Cisco and/or its affiliates. All rights reserved.
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Partner Help
2 Methods to Access Services in EMEAR
#1
Web
#2
Telephone
www.cisco.com/go/partners
From your in-country Partner Central Portal,
please select Partner Helpline
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Partner Help
#1 Web -- Using the Web for Access
From PH main portal, please select
“Products and Solutions” and
“Features and Specifications”
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Partner Help (PH)
#1 Web -- Country Specific Local Language Portals
1. Please enter your contact
information.
2. Select your preferred
language – Please note that
PH is currently available in
26 languages “German”
English & Spanish
© 2012 Cisco and/or its affiliates. All rights reserved.
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Partner Help
#2 Telephone: Country Specific Local Language IVRs
Austria
Belgium
France
Germany
0800 297 526
or
0800 770 400
or
0800 187 3652
or
+43 (0)1 24030 6000
0800 942 42
or
+32 (0)2 704 2500
+33 (0)1 58 04 58 58
+49 (0) 811 554 3535
Italy
Netherlands
Spain
Sweden
800 787 854
or
+39 039 629 5353
0800 0200 791
or
900 997 154
or
+34 91 201 2800
020 160 58 54
+31 (0)20 485 4646
UK
Switzerland
0800 179 317
0800 404 7778
or
+44 (0)20 8824 1000
All Other European Countries,
access Main IVR:
+32 (0)2 704 2500
Important Note: Partners will be asked to provide a PH specific passcode after selecting IVR Menu Options 5-1-1
(5: Partner Central; 1: Cisco Partner and 1: Pre-sales technical support.
© 2012 Cisco and/or its affiliates. All rights reserved.
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