Smart Net Total Care
External Ordering Guide
Published
Next Update
July 17th, 2015
September 27th, 2015
Available here: https://supportforums.cisco.com/document/12548371/smart-net-total-care-ordering-guide
IMPORTANT – PLEASE NOTE!
THIS ORDERING GUIDE/TIP SHEET IS MEANT AS A GUIDE FOR QUOTING AND
ORDERING SMART NET TOTAL CARE (SNTC) SERVICES STARTING FY16.
This deck will be used between July 27, 2015 and September 26, 2015.
Post transition period slides will be made available September 27.
We are assuming:
• You already know about the SNTC Converged offer
 To find more information, visit the external SNT-SNTC website
• You know how to use List Price Catalog
 To access the tool visit this website
• You already know how to use CSCC or CCW
 To find user manuals – CSCC & CCW
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
2
Table of Contents
Orderability Overview
Quoting & Ordering During Transition Period
(July 27 – September 26)
Resources
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Orderability Overview
High Level Overview – SNTC Convergence
• SMARTnet and Smart Net Total Care (SNTC) have converged
Increased value at the
same price
into a single updated service
• The updated service is branded Smart Net Total Care
• Converged service went live on the first day of FY16 (July
27th, 2015)
No action required to
continue your contract
• There will be a 2-month transition period that will end Sept
27th, 2015
• The updated SNTC is priced the same as the current
SMARTnet and uses the same SMARTnet SKUs
• All existing SMARTnet customers are now entitled to
smart capabilities
• For more information visit the external SNT-SNTC website
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Flexible Support Options with Updated SNTC
Orderable Before
Sept 27, 2015*
Feature / Functionality
Available July 27, 2015
SNTC/NLS1
Updated SNTC
Smart Assist
Yes
Yes
Via SNTC
Onboarding – Installation
Assistance
Cisco Assisted
Customer Self-Service
Cisco Assisted
Onboarding – Smart Capabilities
Training
Cisco Assisted
(Limited)
Customer Self-Service
Cisco Assisted
(Expanded)
IB Reconciliation
Once per year
Customer Self-Service
Twice per year
Cisco TAC
Community Support
Cisco TAC
Smart Capabilities Entitlement
Technical Support for Portal &
Collections
* Validated SNTC/NLS1 quotes will have quote protection through September 26, 2015.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Quoting and Ordering Convergence
• SMARTnet Service Level and SKUs Description changes start from
July 27th, 2015 and will be complete by end of October 2015
• The SMARTnet SKU description will exist for some SKUs until all updates
are completed
SMARTnet 8x5xNBD (SNT)
SNTC 8x5xNBD (SNT)
• Regardless of SKU description updates, the customer will receive
entitlement to smart capabilities beginning July 27th, 2015
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
SMARTnet Service Level Descriptions to be
Relabeled as Smart Net Total Care
Service Level
Before Launch Description
After Launch Description
S2P
SMARTnet Premium 24x7x2
SNTC 24x7x2
SNC
SMARTNET 8x7xNCD
SNTC 8x7xNCD
SNT
SMARTnet 8x5xNBD
SNTC 8x5xNBD
SNTE
SMARTnet Enhanced 8x5x4
SNTC 8x5x4
SNTP
SMARTnet Premium 24x7x4
SNTC 24x7x4
SW
SMARTNET NO RMA
SNTC NO RMA
C2P
SMARTnet Onsite Premium 24x7x2
SNTC 24x7x2OS
C4P
SMARTnet Onsite Premium 24x7x4
SNTC 24x7x4OS
C4S
SMARTnet Onsite Enhanced 8x5x4
SNTC 8x5x4OS
CS
SMARTnet Onsite 8x5xNBD
SNTC 8x5xNBDOS
3SNT
3YR SMARTNET 8X5XNBD
3YR SNTC 8x5xNBD
3SNTP
3YR SMARTNET 24X7X4
3YR SNTC 24X7X4
3C4P
3YR SMARTNET24X7X4OS
3YR SNTC 24X7X4OS
Most relevant
for distributors
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
SMARTnet to Smart Net Total Care Transition
Timeline - 2015
June
July
Late June 2015 Awareness
Sessions
August
Launch
July 27, 2015
Day 1 FY16
September
October
Future
Late Aug – Sept 2015 End of
Transition
Seller Training
September
27, 2015
July
Support Team Training
Biz as Usual
Transition Period
• No change to current quoting
and ordering process and
tools
• SMARTnet (SNT) Service Levels
Renamed Smart Net Total Care
(SNTC)
• Continue to quote and order
SMARTnet and Smart Net
Total Care as usual
• Original SNTC Service Levels
labeled Legacy
Future State
• Only new Smart Net Total Care and
Smart Assist are orderable
• Legacy Smart Net Total Care Service
Levels and NLS1 are non-orderable
• Smart Assist replaces NLS1 and
provides similar service
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
SNTC Quoting and Ordering
Scenarios
Buying support for devices
(new contract or add-on to existing
contract)
During Transition Period (July 27September 26)
After Transition Period (September 27
onwards)
Use Converged Service Levels (i.e., current SMARTnet Service Levels)
for quoting and booking
Existing service quotes in CCW
and CSCC
(for SMARTnet or Legacy SNTC
Service Levels)
Validated quotes can be booked
during transition period*
• Only Legacy SNTC Service Level quotes
become non-orderable
• Change the quote or create a new quote with
Converged Service Level
• Approved special discounts for Legacy SNTC
deals can be applied to convergence service
levels*
Renewing legacy SNTC Service
Level Contracts
Outstanding renewal quotes for
legacy SNTC Service Level can be
booked. The service levels will be
updated by the end of the
transition period*
• Legacy SNTC contract already updated to
Converged Service Level prior to expiration
date. Follow standard renewal process. No
other change required
Renewing SMARTnet Service
Level Contracts
One click to renew with Converged Service Levels. No change required
* We strongly recommend that all legacy SNTC special discounts be booked prior to the end of transition in order to avoid special and time consuming manual handling.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
NLS1 and Smart Assist – Quoting and Ordering
Scenarios
New customers who are
interested in SNTC
onboarding, and TAC
support for portal/collector
During Transition Period (July 27September 26)
After Transition Period (September 27
onwards)
Use Smart Assist SKU for booking
Existing NLS1 Quotes
Validated NLS1 quotes can
still be booked
• NLS1 quotes become non-orderable
• Change the quote or create a new quote with
Smart Assist Level
Renew NLS1 Contracts
Use Smart Assist SKU to
renew NLS1 contracts
• NLS1 contracts cannot be renewed
• Use Smart Assist Service Levels for booking
Validated NLS1 renewal
quotes can still be booked
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Quoting and Ordering During the
Transition Period
(July 27 - September 26)
Quoting and Ordering Process and Tools
1 Find SNTC pricing information
2 Quote and order Smart Net Total Care (SNTC)
First Time Purchase: CCW, CSCC
•
SNTC service Quote to Contract process follows standard CCW, and CSCC process.
•
Hardware collector appliance, including software collector appliance, preloaded, can
still be purchased at customers choice
•
Select CAAPL-2110-SNT-K9 (PID), and attach CON-SNT-CA2110 (service level)
Renewal: CSCC
•
Renewals of SNTC will be available through the standard ordering process on CSCC.
Renewals cannot be made in CCW
3 Use CSCC to view contract details
4 Access entitled services after SNTC contracts created
Details to follow in upcoming slides
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Finding SNTC in the
List Price Catalog
1
Pricing
Visit the LPC tool
1. Select Catalog & Offer
Category
2. Select Service Program
(see next slide)
3. Select desired Price List
4. Select Service Level
and click
Click the link for a sample SKU list
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
1
List Price Catalog
Pricing
Selecting Service Program
Before Launch
During Transition Period
SmartNet GSPs
are in category
today
SMARTnet
service levels
are here
SMART NET TOTAL CARE
You can find SNTC in:
LEGACY SMART NET TOTAL CARE
- Cisco Service & Support
(contain SNTC and other
offers)
- Smart Net Total Care
Smart Net Total
Care service
levels are here
(contain converged SNTC
Service Levels only)
- Legacy Smart Net Total
Care (contain legacy SNTC
service levels only) – this will
be retired on September 26
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Updating User Preference in CCW
(one-time setup)
2
Quoting & Ordering
Preferences setup is a
ONE TIME ACTION
Update the customer preferences to make Smart Net Total Care your default service
1)
2)
3)
Go to
Create new Estimate
Edit Service Preferences and select Smart Net Total Care in the Service Program dropdown list
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Updating User Preferences in CSCC
2
Quoting & Ordering
(one-time setup)
Preferences setup is a
ONE TIME ACTION
Service Preference – by default is set to SMARTnet, it will not automatically change to
SNTC. SNTC Service Levels need to be explicitly selected.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
2
Quoting & Ordering
SNTC and Multiple Service Levels (MSL)
Multiple Service Levels (MSL), is a feature of Cisco ordering systems that allows
different service levels to be attached to devices on the same quote or contract.
Additional attributes:
•
MSL is provided for SNTC to assist customers in reducing their number of service
contracts
•
All Converged Smart Net Total Care and legacy Smart Net Total Care Service levels are
compatible, and can be add-on to one contract
•
Customers can merge and consolidate contracts if desired
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
2
Quoting in CCW
Both the New Smart Net
Total Care and Legacy
Smart Net Total Care
Service Levels will appear
in the SMART NET TOTAL
CARE bucket during
transition.
Finding SNTC in Technical Support Service selection
Before Launch
During Transition Period
Example:
SNTC 8x5xNBD
SMARTnet SKUs after relabeling
(SNT)
SMART NET TOTAL CARE
SMARTnet 8x5xNBD (SNT)
SMARTnet Premium 24x7x4 (SNTP)
Example:
SMARTnet
8x5xNBD (SNT)
Quoting & Ordering
SNTC 8x5xNBD (SNT)
SNTC Premium 24x7x4 (SNTP)
(LEGACY) SNTC 8x5xNBD (NSNT)
Smart Net Total Care SKUs after relabeling
(LEGACY) SNTC 24x7x4 (NSTP)
Example:
(LEGACY) SNTC
8x5xNBD
(NSNT)
Smart Net Total Care 8x5xNBD (NSNT)
Smart Net Total Care - 24x7x4 (NSTP)
Example:
Smart Net Total
Care 8x5xNBD
(NSNT)
PREM IB SVCS
Smart Assist Service (CSAS)
Asset Management Standard (AMSS)
Smart Assist
service
available July
27, 2015
Asset Management Premium (AMSP)
A new service bucket,
PREM IB SVCS, will
contain the Smart Assist
offering.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Asset Management Tailored (AMST)
2
Quoting in CCW
Quoting & Ordering
Attach SNTC services to products
Only the SKU Description Changes to
SNTC. The actual SKU and price remains
unchanged.
Before Launch
After Launch
SNTC 8X5XNBD Cisco Catalyst 6880-
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
2
Quoting & Ordering
CCW – NLS1 to Smart Assist Transition
Before Smart Assist Launch
After Smart Assist Launch
L-CSAS-BASE =
Smart Assist Service
Smart Assist Service offers similar benefits
as NLS1
Refer to the Smart Assist site for details.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
2
Quoting in CSCC
Quoting & Ordering
Finding SNTC in Service Level Selection in Drop Down Menus
Before Launch
Example: C2PSMARTnet
Onsite Premium
24x7x2
During Transition Period
Example: SNTC
Onsite Premium
24x7x2
Smart Net to
Smart Net Total
Care (SNTC)
Transition Period
only:
Smart Net Total
Care (SNTC) to
Smart Net Total
Care Legacy
NS2P – (LEGACY) SNTC 24X7X2 (24X7X2)
NSTP – (LEGACY) SNTC 24X7X4 (24X7X4)
NSTE – (LEGACY) SNTC 8X5X4 (8X5X4)
NSNT – (LEGACY) SNTC 8X5XNBD (8X5XNBD)
Example:
NSNT – Smart Net Total Care 8X5XNBD (8X5XNBD)
Example:
NSNT – (LEGACY) SNTC
8X5XNBD (8X5XNBD)
CSAS – Smart Assist Service (CON-SMAS-BASE)
NLS1 to
Smart Assist
Example:
NLS1 – Smart Net Total
Care Services (NO HW
RPL)
Example: CSAS – Smart
Assist Service (NO HW
RPL)
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
CSCC Existing Quotes will Reflect the
Updated Service Description
Before Launch
SNT - SMARTnet 8x58NBD (8X5XNB)
2
Quoting & Ordering
After Launch
SNT - SNTC 8x58NBD (8X5XNB)
Existing quotes will have SKUs updated accordingly once the re-labeling occurs.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Existing Device Level Contracts SMARTnet
•
3
Contract Details
Existing SMARTnet contracts: Existing contracts will reflect updated service level description, and will remain in force.
After Launch
Before Launch
SMARTnet
8x5xNBD (SNT)
SNTC 8x5xNBD (SNT)
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Existing Device Level Contracts – Smart
Net Total Care
•
•
3
Contract Details
Existing Smart Net Total Care contracts: will be updated to new converged service. No impact to existing contracts, which will remain in
force. Customers will enjoy the same features, capabilities, and Cisco assistance.
Existing SNTC/NLS1 contracts will not be changed and remain in force until the end of the contract term. Customers will continue to receive
existing services entitled under NLS1 service level till contract expiry date.
Before Migration (legacy SNTC contract)
After Migration (legacy SNTC contract)
SNT – SNTC 8x5xNBD
(xxxx)
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
3
Contract Details
Contract Renewal
•
SNTC Device level service contracts renewal
•
All existing SMARTnet and legacy SNTC contracts are updated to
converged Smart Net Total Care Service Levels by Cisco
• Follow standard contract renewal process in CSCC
•
NLS1 Contract renewal
•
NLS1 Service Level will not be renewable
• Create and book a new quote with Smart Assist Service Level
• New Smart Assist contract will be created, and NLS1 contract will expire
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
With active SNTC contracts…
4
Entitled Services
Customers are entitled to:
•
Cisco TAC (devices covered under contract)
•
Online resources
•
Advance Hardware replacement
•
Software Updates
•
Smart Capabilities (NEW):
Customers can go to self-registration landing page for information on how to access
the portal (page available from the 3rd of August)
Customer can go here to see how to download SW collector – step 3 of the video
(includes installation and configuration)
Customers can visit the SNTC Support Community for help on Smart portal access
and collection support
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Resources
Orderability training (Quoting and Ordering Guide and Orderability FAQs) can be found as follows:
•
SNTC External Training Materials for Partners can be found on the SNTC Partner Central
•
SNTC External Training Materials for Distributors can be found on the SNTC Distributor Central
The following are additional resources:
•
Smart Net Total Care Support Community
bit.ly/community-sntc
•
Smart Net Total Care web site
www.cisco.com/go/sntc
•
SMARTnet web site
www.cisco.com/go/smartnet
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
Quoting and Ordering After the
Transition Period (September 27
onwards)
COMING SOON!
Questions? Ask
Mapping Table – equivalent legacy SNTC service levels
Enterprise
Legacy
NC2P
NC4P
NC4S
NCS
NLAS
NLAU
NS2P
NSNT
NSTE
NSNT
NSUA
NSU1
NSU2
NSU3
NSU4
NSUW
NUO1
NUO2
NUO3
NUO4
NLSW
NE4N
NE4T
NEDN
NEDO
NEEN
NEEO
NEMU
NTPB
NUD5
NUD7
NLUP
Equivalent
C2P
C4P
C4S
CS
SAS
SAU
S2P
SNT
SNTE
SNTP
SUSA
SU1
SU2
SU3
SU4
SUSW
SUO1
SUO2
SUO3
SUO4
ECMU
EC4N
EC4T
ECDN
ECDO
ECEN
ECEO
ECMU
TPBS
UCSD5
UCSD7
SAUP
Service Provider
Equivalent service description prior to launch
Legacy
Equivalent
SMARTnet Onsite Premium 24x7x2
SPNAR1
SPAR1
SMARTnet Onsite Premium 24x7x4
SPNAR2
SPAR2
SMARTnet Onsite Enhanced 8x5x4
SPNAR3
SPAR3
SMARTnet Onsite 8x5xNBD
SPNAR4
SPAR4
Software Application Support
SPNC4P
SPC4P
Software Application Support With Upgrades
SPNC4S
SPC4S
SMARTnet Premium 24x7x2
SPNC2P
SPC2P
SMARTnet 8x5xNBD
SPNRTF
SPRTF
SMARTnet Enhanced 8x5x4
SPNSAS
SPSAS
SMARTnet Premium 24x7x4
SPNSAU
SPSAU
IPS Signature Only
SPNEMU
SPESW
IPS Svc, AR NBD
SPNESW
SPESW
SFNA1
SFA1
IPS Svc, AR 8x5x4
SFNA2
SFA2
IPS Svc, AR 24x7x4
SFNA3
SFA3
IPS Svc, AR 24x7x2
SFNA4
SFA4
IPS Sig and SW
SFNC2
SFC2
IPS Svc, Onsite NBD
SFNC3
SFC3
IPS Svc,Onsite 8x5x4
SFNC4
SFC4
IPS Svc,Onsite24x7x4
SFNSW
SFSW
IPS Svc,Onsite24x7x2
SPNB
SPB
ESS SW SUPP UPGR
ESS 24X7X4
ESS+COMB 24X7X4OS
ESS WITH 8X5XNBD
Ess with 8x5xNBDOS
ESS 8X5X4
Ess with 8x5x4OS
ESS SW SUPP UPGR
TP Base
UC SUPP DR 8X5XNBDOS
UC SUPP DR 24X7X4OS
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential for Channel Partner Use only. Not for Distribution.
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