Smart Services
Acceleration Plan
Lindsey Taylor
June 4, 2014
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Our Smart Services Discussion
Overview of Services
Partner Value Proposition
What’s the Difference?
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Smart Services
Ready-to-Eat
Smart Net Total Care
Pre-Mix
Smart Care
It’s All About
Choice and Differentiation
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Smart Net Total Care
Service Overview
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Smart Net Total Care
Increase Efficiency • Improve Risk Management
Smart Capabilities
Device
Diagnostics
Installed Base and
Contract Management
Alerts
(+PSIRTs)
Foundational Technical Services Capabilities (SMARTnet)
Technical
Assistance
(TAC)
Online
Technical
Resources
Advance
Hardware
Replacement
Software
Updates
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Smart Net Total Care
Installed Base Contract Management
Accurately validate customer’s Cisco
installed base
• Ongoing collection of Cisco installed base information
• Correlation and validation against Cisco intellectual capital
Detailed Inventory reports and analysis via intuitive
web portal
• Visibility that critical Cisco
products are covered with
proper service contract
• Summary reports
• Identify those Cisco products
that are not covered by a
service contract
• Contract dates, EoX
• Delta reports for changes
between two collections
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Smart Net Total Care
Installed Base Contract Management
Detailed inventory and reports via an intuitive web portal
Validate your Cisco
installed base
Identify products without service
coverage, with support about to
expire, or past LDoS
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Smart Net Total Care
Installed Base Contract Management
Know what changed in your network
Easily drill down to see
details of added device
Deleted
devices
See changes between
July 1 and November 1
Card Added
86 devices
added
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Alert Management
Alerts and notifications are correlated against customer’s Cisco
installed base
• Product Security Incident Response Team (PSIRT)
• Software Alerts
• Hardware Alerts
• Intellishield Alerts
• Field Notice Alerts
• Alerts are posted and saved in the portal
Customer sees only those alerts that apply to their Cisco products
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Smart Net Total Care
Proactive Alert Management
Alerts are correlated against your Cisco installed base
Product Security Incident
Response Team (PSIRT)
Software alerts
Hardware alerts
A complete view of product alerts
specific to installed base
Field notice alerts
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Smart Net Total Care
Proactive Alert Management
Alerts are correlated against your Cisco installed base
Easily drill down to find
all details of an alert
Shows all devices
affected by specific alert
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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 (program currently evaluating additional options)
• SNTC Portal Access
• Standard Deployment Service
• Standard Support (Day 2) service
• Software updates to the software collector at
Cisco’s discretion
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SNTC NLS1 SKUs
SKU Name
IB Size
List Price
CON-NLS1-0T5M
<$6 M
$12,000
CON-NLS1-6T15M
$6-15 M
$13,250
CON-NLS1-16T35M
$16-35 M
$18,500
CON-NLS1-36T65M
$36-65 M
$26,000
CON-NLS1-66T95M
$66-95 M
$34,000
CON-NLS1-96T120M
$96-120 M
$39,000
CON-NLS1-121T145M
$121-145 M
$45,000
CON-NLS1-146T170M
$146-170 M
$49,000
CON-NLS1-171T195M
$171-195 M
$53,000
CON-NLS1-196T220M
$196-220 M
$56,000
CON-NLS1-221T250M
$221-250 M
$61,000
CON-NLS1-251T300M
$251-300 M
$68,000
The installed base is the total value, in US dollars, of the list price of Cisco devices in
use by the customer. List Price above in $US, use local pricing outside US.
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Cisco Smart Net Total Care
Acceleration Promotion
For a Limited Time Only!
2-TIER PARTNERS CAN
SAVE
up to
Discount Applies to Smart Net Total Care
SKU CON-NLS1-0T5M
Promotion Runs from
June 1, 2014 thru October 31, 2014
US • Canada • Latin America only
VIEW US DISTI PROMOTION CODE FOR DETAILS
PP-Smar104954-141031
• Must purchase through Distribution
• Partners to negotiate discount with their Distributor
QUESTIONS?
Please contact Lindsey Taylor at
americas-smartbdm@external.cisco.com
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Enterprise Device Level SNTC SKUs
Svc. Level
Description
Svc. Level
Description
Svc. Level
Description
NSNT
SNTC 8X5XNBD
NSU1
SNTC IPS SVC 8X5X NBD
NUD7
SNTC UCSDR 24X7X4OS
NCAP
SNTC 24X7X4OS
NSU2
SNTC IPS SVC 8X5X4
NE4N
SNTC ESS24X7X4
NC4S
SNTC 8X5X40S
NSU3
SNTC IPS AR 24X 7X4
NE4T
NCS
SNTC 8X5XNBD OS
NSU4
SNTC IPS AR 24X7X2
SNTC ESSCOMB
24X7X4OS
NLAS
SNTC SAS
NSUW
SNTC IPS SIG AND SW
NEDN
SNTC ESS 8X5XNBD
NLAU
SNTC SASU
NUO1
SNTC IPS SVC 8X5XNBCOS
NEDO
SNTC ESS 8X5XNBDOS
NS2P
SNTC 24X7X2
NUO2
SNTC IPS SVC 8X5X4OS
NEEN
SNTC ESS 8X5X4
NCSP
SNTC 24X7X2OS
NUO3
SNTC IPS SVC 24X7X4OS
NEEO
SNTC ESS 8X5X4OS
NSTE
SNTC 8X5X4
NUO4
SNTC IPS SVC 24X7X2OS
NEMU
NSTP
SNTC 24X7X4
NLSW
SNTC ESW
SNTC ESSSW SUPP
UPGR
NSUA
SNTC IPS SIG ONLY
NUD5
SNTC UCSDR 8X5XNBDOS
NTPB
SNTC TP BASE
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Smart Net Total Care
Your Path, Your Choice
Re-sell and
Leverage
Re-sell and
Co-Manage
Re-sell, Manage,
and Bill for
Services
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Immediate Partner Opportunity
Customer Sample #1
381 UNCOVERED
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
34 PAST LDOS
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Smart Care
Service Overview
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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Smart Care Service
1st Line Support Provided by Partner
Smart Capabilities
Single
Contract
Management
Product
Alerts and
Notifications
Security and Core
Assessments
and Repair
Remote
Network
Monitoring
Voice Assessments
and Quality
Monitoring Services
Network Wide
Maintenance
Coverage
“Four Pillars” Capabilities
Cisco IOS Updates,
Upgrades, and
Software Updates
NBD Hardware
Replacement
with Optional
4-Hour Coverage
Cisco.com
and Smart Care
Portal/Tools Access
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
24/7 Partner Access
to Technical
Assistance Center
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How It Works
Network Discovery • Assessment • Repair
PARTNER
CUSTOMER
CISCO
Cisco® Smart Care
Control Panel
Reactive Support
RMA
Tech
Support
TAC
Value-Add
Partner
Services
Network
Discovery
Proactive
Maintenance
Cisco
Smart Care
Virtual or Hardware
Network Collector
Network
Assessment
and Repair
Business
Intelligence
Device
Diagnostics
Network Monitoring
and Assessment
Network Data
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Installed
Base
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Smart Care Features
Smart Care Control Panel: Central repository for monitoring customers’ networks and
performing tasks with a variety of dashboards
Installed Base Management: Periodic validation of your customers’ Cisco® devices’ service
levels against Cisco intellectual capital
Proactive Notifications: PSIRTs are correlated with IntelliShield alerts to provide security
vulnerability information; EOX alerts for devices are also issued
Assess and Repair: Proactive, periodic assessments to identify and fix issues
Assess and Prepare: Assessment to check a network’s readiness to support new technologies
Disaster Recovery Services: Backs up a customer’s routing, switching, and security devices’
configuration offsite
IPS Services: Helps ensure customer IPS devices have up-to-date signature files to protect
against attacks
Reports: Monthly business reports and weekly network exception reports for customers
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Smart Care Benefits
Cisco®
Smart Care Service
CUSTOMER BENEFITS
• Partner-led offer
Comprehensive care for all
covered devices
• Can enable you to
create your own
branded managed
service solution
PARTNER BENEFITS
• Quickly take it to
market by combining
Cisco intellectual
capital with advanced
“smart” capabilities
Strategic advantage with
increased visibility into
customers’ networks and
revenue opportunities
Long-term profitability with a
service-led model that can
promote recurring revenues
Dual expertise of Cisco and
certified partner
Competitive differentiation
with full-featured managed
service offering
Enhanced business growth
with platform upon which
customized services can be
added
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Smart Care Rebate Model
TWO SMART REBATES
Stackable Rebates
Smart Rebates are in addition to the
P4P / CSPP Sales Performance Rebates
Rebate Dependencies
Partners have to qualify for the Portal
Usage Rebate before they can qualify
for the Active Collector Rebate
5%
Portal Usage
⟱
10%
Active Collector
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What’s the Difference?
Smart Net Total Care
Does it fit your
delivery model?
Does it fit into
your portfolio?
Does it fit your
customer?
Smart Care
Cisco delivers 100%
Leverages more of the Cisco Support structure. Partner
required to take level 0 and 1 cases only, then can
escalate customer to TAC
Customer consumed and
Must have engineers that can implement collector
Complimentary to SMARTnet contracts
Designed for partner branded support offerings
Weekly updated contract and IB visibility
portal
Integrate into MS practice or start new MS practice
Customer support provided by TAC
Designed for organizations with complex
networks of any size
Global locations and unlimited # devices
supported
Enables near time network analysis
Commercial and SLED accounts – 1,000 devices with
hardware appliance, larger networks supported with the
virtual appliance
Is it available
to you?
Generally available everywhere SMARTnet is
Generally available everywhere SMARTnet is
Do you qualify?
No specific certifications/levels required
Partner must have at least Select Certification and
passed the Cisco Smart Care Service exam
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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
Why Would You Want Either?
ACCOUNT CONTROL
Smart Care
Smart Net Total Care
Differentiation
Resold
Fully customizable
Partner has no risk
Avoid price competition
Average 30%-40% margin
Start / Enhance partner MS practice
Enhanced customer experience
Same margins as SMARTnet
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401-207-2113
Chad Moroni
scschell@cisco.com
cmoroni@cisco.com
720-253-3728
720-875-3003
1T / DVARs
kkirwin@cisco.com
Scott Schell
2T
Kelli Kirwin
1T / DVARs
Sr. Manager
Cisco Smart Services BDM Team
Mark Stallings
mastalli@cisco.com
508-386-1950
Jeff McEachern
jemceach@cisco.com
jenleong@cisco.com
720-875-2994
Lindsey Taylor
libledso@cisco.com
919-392-8610
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
1T / DVARs
303-308-3659
Jennifer Leong
2T
kerholla@cisco.com
919-574-9036
Dist’n / 2T
1T / DVARs
2T
Kerry Holland
Gary Blandino
blandino@cisco.com
954-661-9017
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Thank You
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.
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