Linda Shannon
December, 2013
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 1

• Introduction to SaaS
• Phase 1 Pilot Overview
• Phase 1
– Onboarding
– Marketing
– Commerce & Provisioning
• Configuration
• Quote
•
Order
– Subscription Management & Invoicing
• Subscription Management
•
Invoicing
– Support
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 3

© 2012 Cisco and/or its affiliates. All rights reserved.
Enterprise Agreements
Software as a Service
Term & Content
Subscription & Renewal
Upgrade
Subscription &
Renewal
Perpetual
SW Product
IOS
Cisco Confidential

Collaboration
Collaboration software grew
15% year-overyear in 2011.
Collaboration software revenue grew 9% year-overyear in 2012.
$2.1 B
Network
Management
Collaboration software grew
15% year-overyear in 2011.
Network
Management software revenue grew 35% yearover-year in 2012.
$783 M
Video
Collaboration software grew
15% year-overyear in 2011.
Video software revenue grew 91% from $268M to
$511M in 2012!
Software revenue grew 16% in 2012 to $5.3B, and is expected to grow 17% from $4.2 to $6.7 B through FY 14
Security
Collaboration software grew year in 2011.
Security software revenue grew 27% year-over- year in 2012.
$549M
Cisco Confidential

services will exceed $36 billion in 2012,
and growing four times faster than the industry.
- IDC
Almost every organization in our study intends to migrate software to
—
expect to invest significantly.
- Gartner
models for software will grow
in the next two years.
- IDC
Spending on desktop
software technologies is forecast to grow
annually through 2014.
- Gartner
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• Traditionally, customers can either purchase a software on CD from a store, via a website or directly from the software vendors and install the software themselves
• In addition to the cost of purchasing the software, customers pay a subscription fee or maintenance fee for further updates such as security patches or other application enhancements
With SaaS, rather than purchasing a software license for an application which might cost thousands of dollars, customers subscribe to an application from a SaaS provider, access the application via internet, and pay fee based on the usage of the application.
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 9

•
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• Cisco and WebEx integration
• Current business ops do not support true SaaS
• GPL model for ordering subscriptions via CCW
• GRA model for order subscriptions
• Reduce number of SKUs, reduce number of systems used, add dynamic pricing and configuration
• Utilize CCW Quote, Configuration, Order, Provisioning information
• Enable Subscription usage and recurring billing
• Scaled SaaS business model through expansion to Partners
• Reduced manual processes
• Improved cycle times
• Provided consistent buying/ordering for Partners
• Enabled faster auto renewal, auto provisioning
• Simplified Configuration, Quoting, and Ordering
• Improved Cisco and WebEx integration
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 11

 Simplifies configuration experience through a guided experience and reducing SKUs by 90%+
Customer/
Partner
Configure an offer
Provide provisioning information
 One connected architecture and user experience , quickening time to fulfillment by reducing 5 different systems to ONE
Cisco WebEx
Review and approve order
 Increases internal operational efficiency by reducing 50% of process steps via simplification and automation
© 2012 Cisco and/or its affiliates. All rights reserved.
Provision services
Bill customer/partner
 Automating provisioning improving time to provision from 4 weeks to 2 days
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 13

Offer
Offer Type
Ordering
Subscription System of
Record
Pricing
Provisioning
Subscription Management
Routes to Market
Support Model
Capabilities
• WebEx Meetings
• True SaaS subscription with usage (telephony, storage)
• SaaS offer creation and subscription management in CCW
• Subscription Billing Platform (SBP)
• Attribute-based pricing
• SaaS fulfillment (auto-provisioning)
• Periodic billing with usage components.
• Change Subscription in CCW
• 1-Tier partner only at Launch (3 partners- InterCall, Nexus & CDW)
• CCW Support provided by CPE
• PSM provides Partner Subscription and Lifecycle management support
(iPortal/SBP)
• Partner owns the entire End-Customer lifecycle: Sales, Marketing, Customer
Support, Technical Support, and Customer Billing
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This document provides Cisco channel Partners participating in the SaaS Acceleration Pilot with a step by step guide to enabling SaaS transactions and subscription management within the new business model.
For more program information, visit the SaaS website: http://www.cisco.com/web/partners/partner_with_ cisco/channel_partner_program/resale/atp/saas.
html
Onboard to Pilot
Market WebEx Meetings
Order & Provision
Subscription Management
Support
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SaaS Pilot Partner Criteria
Strategic Alignment and Revenue Growth with Cisco and WebEx
Cisco Inc: 1-Tier SIA
Cisco: Advanced Unified Communications
Valid ICPA
WebEx: GPL with SaaS Addendum or GRA
Cisco SaaS ATP. This training can be accessed through the SaaS ATP program page, or by visiting the
Partner Education Connection
Direct Financing
US only phase 1 (partners and end customers)
Support as-is FTP invoice extraction process for usage reports
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SaaS Pilot Partner Readiness Checklist
Accept invitation and review requirements to join SaaS ATP program
Identify Partner ‘Tiger’ Team (POC / SMEs per focus area)
Validate BID/CID for SaaS Offers
Accept the ICA agreement per user access to purchase in CCW https://tools.cisco.com/ica/
Submit Tax Exemption Certificates per state. Partner legal name must appear on the documents to be addressed to Cisco WebEx, LLC. Include all the registration numbers for each state and reason for tax exemption.
Submit CCO IDS needed for CCW ordering and purchasing
Take SaaS Capabilities Training / scheduled by Channel operations
Take product training: WebEx Meetings / scheduled by PDM
Take SaaS Change Subscription Capabilities Training / scheduled by Channel Operations
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SaaS Pilot Partner Readiness Checklist
Provide email used to receive invoice notifications
Advise if ‘snail’ mail or ‘email’ or PDF is needed for invoicing
Work to set up SFTP sites for invoicing
Work to set up XML for invoicing
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 No use of automated Cisco enterprise Channel Systems for legal agreements,
ATP, Program Enrollments, Marketing, rebates
 Partner owns the entire End-Customer lifecycle; Sales, Marketing, Customer
Support, Technical Support, and Customer Billing. Customized site branding for Partner with support numbers & URL.
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SaaS Acceleration offers Partners an opportunity to grow their business by offering subscription based services to End Customers for WebEx Meetings
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 WebEx Meetings Product Training
 Marketing campaigns
 Base discounts up to 42%
 Additional discount of 8% for hunting SaaS new business (Deal
Registration with OIP)
 Cisco Global Price List
 Fulfillment for microsite model
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SaaS offers are designed for customers who are looking for the benefits of cloud-based collaboration tool with dynamic pricing and configuration. WebEx products include:
 Cisco WebEx Meetings - Provides industry-leading web conferencing with audio, web, and high-definition video, along with document, application, and desktop sharing.
 Cisco WebEx Messenger - Enables a full unified communications experience including presence, IM, audio, video, desktop sharing, and conferencing.
 Cisco WebEx Enterprise Edition - Delivers a rich collaboration experience for specific lines of business, including team meetings, events, corporate training, and customer support.
SaaS WebEx Offer
Named User
Employee Count
Active User
Ports
SKU Name
A-WX-NAMED-USER
A-WX-EMP-COUNT
A-WX-ACTIVE-USER
A-WX-PORTS
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 No migration of existing WebEx contracts
 No backend rebates (VIP)
 No new or updated Channels programs, specializations/ATP
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 27

1.
From the new CCW landing page, https://apps.cisco.com/Commerce/home , the Partner can create
Quotes and Orders, and manage Subscriptions. Clicking the home icon will always bring the
Partner back to this page.
1
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The Partner must:
1.
Type in the entire WebEx SKU. These SKUs are hidden so the typed SKUs must be complete and exact.
2.
Click Add to add the SKU to the Quote 3. and then click Select Options to “punch out” to NextGen
Configuration.
2
1
3
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 29

The Partner must:
1.
Select the Initial and Auto Renewal Terms, 2.
and select the Prepayment option.
3.
Click on the calendar icon to choose the Start Date.
1
2 2
3
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 30

To add Conferencing, the Partner must:
1.
Click on Conferencing, 2.
select the Meeting Type, 3.
enter the number of users, and press
Enter on the keyboard.
4.
Click + to add the item to the Configuration.
2
1
4
3
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 31

To modify the number of users, the Partner must:
1.
Change number of users and press Enter on the keyboard.
2.
Click Update Qty to change the number of users in the Configuration.
1
2
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 32

To add storage, the Partner must:
1.
Enter number of additional GB of Storage. Per the Warning message, 50 GB is the minimum for additional storage.
2.
10 GB of Storage is included @ $0.
1
2
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 33

To add Audio, the Partner must:
1.
Choose Additional Audio Type 3.
and select Billing Type.
2.
VoIP in included.
2
1
3
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 34

The Partner must:
1.
Select Audio Options.
2.
Click on the trash can to remove unwanted options.
3.
When Configuration is complete, click Done.
© 2012 Cisco and/or its affiliates. All rights reserved.
3
2
1
Cisco Confidential 35

 Audio and Storage are optional
 Ensure the Configuration is complete and valid as no changes can be made in Order
 Review and reconfigure saved Configurations
 Clicking Done completes the Configuration process and accepts the terms and conditions shown
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 37

1.
The Partner will review discounting.
2.
Clicking Save and Continue saves and moves to the Review and Submit Tab.
© 2012 Cisco and/or its affiliates. All rights reserved.
1
2
Cisco Confidential 38

 Deal Registration with OIP is available for SaaS
 RNSD is not available
 WebEx SKUs are hidden so the typed SKUs must be complete and exact
SaaS WebEx Offer SKU Name
Named User
Employee Count
Active User
Ports
A-WX-NAMED-USER
A-WX-EMP-COUNT
A-WX-ACTIVE-USER
A-WX-PORTS
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 40

The Provisioning Tab contains five sub tabs. Information on all five sub-tabs must be completed to prevent errors on the Review and Submit Tab. The Partner must:
1.
Click on Region Information.
2.
Select Country Code.
3.
Select Time Zone.
4.
Click Save.
1
2 3
4
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 41

The Partner must:
1.
Click on Language Information.
2.
Select Primary Language.
3.
Add additional languages as needed.
4.
Click Save.
1
2
3
© 2012 Cisco and/or its affiliates. All rights reserved.
4
Cisco Confidential 42

The Partner must:
1.
Click on Site Information.
2.
Type in the Site URL. See example above entry box.
3.
Click Save.
1
2
© 2012 Cisco and/or its affiliates. All rights reserved.
3
Cisco Confidential 43

The Partner must:
1.
Click on Admin Information.
2.
Type in the Admin Email.
3.
Type in the Admin First Name.
4.
Type in the Admin Last Name.
5.
Type in the Admin Phone Number.
6.
Click Save.
1
2
4
6
3
5
© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 44

The Partner must:
1.
Click on Org Information.
2.
Type in the Organization Name.
3.
Click Save and Continue to move to the Review and Submit Tab.
testco77
2
1
© 2012 Cisco and/or its affiliates. All rights reserved.
3
Cisco Confidential 45

 “ Standalone” ordering for SaaS is not available in CCW.

Order must have only 1 SaaS Offer. No other products may be added to a SaaS Order.
 Contact your Cisco AM and PDM:
 For multi-element orders
 For non-standard products / pricing
 Partner Primary Billing Contacts must be unique.
 The Provisioning, Domain, Site, and Admin email must be in same domain.
 Partner must submit a Site Configuration for each TSP Audio Order.

English must always be added as either a primary or secondary language.

Order may be cancelled prior to provisioning.
 Order Billing Contact and Provisioning Email Contact will receive notification when the site is provisioned. Partner must contact End Customer to enable access for branding.
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 Orders cannot be modified (user must return to Quote to modify).
 “Billable” parameters in an Order cannot be modified once an Order is submitted in CCW.
 PSMs have the ability to modify non-billable parameters prior to provisioning.
 Only single site can be associated to an organization. Multiple sites will not be supported.
 For WebEx Connect, deactivation of a subscription requires deactivation of the entire organization (product constraint).
 Orders cannot be cancelled post-provisioning.
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 Some SaaS Deals with non-standard terms defined in the Non-standard
Deal Policy may not be permitted to auto-renew.
 Orders which include Cloud Connected Audio or TSP require special handling and will be provisioned manually.
 Quotes with non-standard attributes (term and/or quantity) or Change
Subscriptions resulting in a downsell (decrease in MRC) will require approval through a non-standard process.
 Any modifications to an approved non-standard Quote must be routed for re-approval.
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© 2012 Cisco and/or its affiliates. All rights reserved.
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© 2012 Cisco and/or its affiliates. All rights reserved.
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• To Upsell, the Partner must:

Increase amount of product and / or
 Add items to Configuration.

Ensure that Configuration is valid.
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• To replace the Offer, the
Partner must:

Choose another Offer
 Configure newly selected
Offer
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• If the Partner Downsells in CCW by:
 Decreasing amount of product and / or
 Deleting items and / or

Decreasing Terms
• Then the following error message will display. The Partner must:
 Ensure items, terms, amount of product are back to original numbers

Create an Upsell
 Submit for Approval with note for AM regarding Downsell terms
• To bypass the error message, the Partner must Upsell and then submit the
Quote for Approval with a note for the AM regarding Downsell terms.
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• The Partner must:

Cancel an Order prior to Provisioning
 Add reason for cancellation
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• The Partner must:

Ensure that new Quote / Order matches the previous versions exactly
 Click the checkbox in Provisioning to allow Provisioning for the site.
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 Stop Auto-Renewal: Customer decides to stop auto renewal on subscription that was originally configured with auto-renewal option.
 Partner initiated mid-term cancellation for Recurring Billing subscriptions.
 A 30-day notification is required for stopping an auto-renewal and 60day notification is required for mid-term cancellation.
 Partner initiated mid-term cancellation for Pre-Paid subscriptions.
 Non-Contractual provisioning changes: Minor non-billable changes such as change in language.
 Take-over: Customer transfers from Partner 1 to Partner 2.
 Cancel Order after Provisioning or cancel Subscription.
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 Partner Primary Contacts (3) must be unique on the original Order.
 The following cannot be changed in Change Subscription Process:
 Billing Information; PO # must be added
 End Customer Information
 Partner Information
 Provisioning Information (exception – if Messenger is added, Domain may be added)
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 Changing auto-renewal term to zero (stop auto-renewal) will not be supported by CCW, and partner/direct customer will need to contact
Customer Support.
 Cancellation of an order post-provisioning is considered a mid-term cancellation and is governed by mid-term termination policy.
 Orders on “pending provision” status cannot be modified.
 Post-provisioning cancellation become a mid-term cancellation.
 Stop auto-renewal and mid-term cancellation orders are not supported in CCW, and will require manual initiation in iPortal by the PSM/CSM.
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© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential 59

Invoice Header
Support
Remit to:
Payment processing
Summary tables
Aged Invoices
File formats
Usage details
Tax on invoice
Credit Memo
Overage / Stuck
Billing
Viewing Invoice
Subscription
Change Order
New
Cisco Collections
Remit to: new address(may be different based on customer location
Cisco Finance AR
No summary table-Cisco collections sends a detailed account monthly statement –
(summary for all open transactions - (Previous Balance + current month charges – credits)= Amount due
View aged invoices through Aged summary/Invoice tool
Limited file format -PDF XLS, XML (XML and XLS – Mar). Archiving after 3 months.
Not on PDF
Yes
A separate document for Credit Memo will be issued. Partners will receive credit memos for negative lines, and invoices for positive lines, rendering these as two customer facing documents
Delayed billing will display with a start and end date prior to the current billing month. All delayed billing will display as one line item. Go to usage report to see details.
The CCW Invoice tool can display invoices only within a one-month range. Partners will receive one invoice per end-customer.
Partner is required to enter a consistent AR reference number in the PO field during
Subscription change orders, inconsistent number will result in multiple invoices being generated for single Subscription
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3
1
**
Invoices
1, 2 Hardcopy invoice with link for Usage
Details
PDF Consolidated File Invoice with link for Usage Details
Q2
PDF Invoice with a link to the SFTP folder containing the usage files
PDF invoice is file with multiple invoices for the same Partner with a link to the SFTP folder containing the usage files.
Q3 Delivery
PDF Invoice with a link to the
SFTP folder containing the usage files
PDF invoice is file with multiple invoices for the same
Partner with a link to the SFTP folder containing the usage files.
Mailed
Email
3, 4 XML Invoice with Usage Details
Excel Invoice with Usage Details
N/A
N/A
XML Invoice with Usage
Details
Excel Invoice with Usage
Details
SFTP Folder
SFTP Folder
3
4
1
2
SaaS Pilot Partner Readiness Checklist
Provide email used to receive invoice notifications
Advise if ‘snail’ mail is required
Work to set up SFTP sites for invoicing
Work to set up XML for invoicing ** Invoice includes Credit Memo and / or Invoice.
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 Committed Services: Predictable, recurring amount for subscription that does not require usage measuring. Pre-paid or periodically billed in advance
( Examples : EE Named Hosts Charge, Committed Additional Storage GB,
Committed Telephony Billings)
 Consumption/usage/overage amount for a service that is measure and charged based on usage. Periodically billed in arrears
 Overage for Committed Services ( Examples: Additional Attendees,
Additional Telephony Minutes, Additional Storage GBs)
 Per Use Uncommitted Services ( Examples: Uncommitted Telephony, uncommitted data minutes)
 Combination of the committed subscription + usage/overage
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Dynamic example

3 x attributes: duration, host qty, and billing method
 1 x SKU each with 16 x attribute defined base price-points
 Base price-points converted to price-list price-points using as-is up/down-lifts
Static example
 3 x attributes: duration, host qty, and billing method
 16 x SKUs each with an attribute defined SKU specific base list-price

Base list-price converted to price lists using as-is up/down-lifts
Dynamic
1 x SKU = MC Namned Hosts - Capacity 25
12 Month Term 24 Month Term
Host Qty Monthly Prepaid Monthly Prepaid
1-99
100-499
$ 100.00
$ 90.00
$
$
97.00
87.00
$
$
95.00
85.00
$
$
93.00
83.00
500-999
1000+
$ 80.00
$ 70.00
$ 77.00
$ 67.00
$ 75.00
$ 65.00
$ 73.00
$ 63.00
Static
16 x SKU = MC Namned Hosts - Capacity 25
12 Month Term 24 Month Term
Host Qty Monthly Prepaid Monthly Prepaid
1-99 SKU 01 SKU 05 SKU 09 SKU 13
100-499 SKU 02 SKU 06 SKU 10 SKU 14
500-999 SKU 03 SKU 07 SKU 11 SKU 15
1000+ SKU 04 SKU 08 SKU 12 SKU 16
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Support Provider
PSM
CDW - Brandon Klein braklein@cisco.com
Intercall -Nancy McMullen nkrause@cisco.com
Nexus - Geoff Stoddart gstoddar@cisco.com
CPE xaas-gsd@cisco.com
Support
• Partner Subscription and Lifecycle management support (iPortal / SBP)
• Cancellation of an order post-provisioning
• Modification of non-billable parameters prior to “pending provision” status
• Changing auto-renewal term to zero (stop auto-renewal)
• Mid-term termination
• CCW Support
• Add an address
• Update an existing address
• Error Messaging in CCW
• Issues that impede the submission of an order in CCW
• Invoice dispute CS enterprise4@cisco.com
or
408.916.9454
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 PSM provides consultative account management, adoption support and
Customized engagement to the partner and direct customer.
 Partner submits TS request via email to PSM, Help Desk URL, or partner-specific 1-800 number
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