Cisco Unified
Workspace Licensing:
Everything you need to
know
February 1, 2010
C97-418641-00
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
What is Cisco Unified
Workspace Licensing and
Why Sell It?
C97-418641-00
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2
Why Sell Unified Workspace Licensing
 Reflects that Cisco Unified Communications solution
extends beyond the desktop and the licensing
strategy must unlock the full workspace potential of
its users
 Provides customers the freedom to cost-effectively
give every user the full unified communications
workspace experience rather than just dial tone and
voicemail
 Higher percentage of UC quota attainment must
come from the applications bucket. Unified
Workspace Licensing is considered an application.
 Competitors in your accounts right now selling their
software strategies. Unified Workspace Licensing
gives you a better story.
 Offer customers a way to future-proof their
investment in UC. They will have everything they
need going forward and you will have guaranteed
recurring revenue.
 Gives the field and channel a powerful competitive
advantage over Microsoft, Avaya, etc
UCSS
= Cisco Unified Communications
Software
Subscription
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Inc. All
rights reserved.
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3
Cisco Unified Workspace Licensing Defined
Functionality
Included in the Cisco Unified Workspace Licensing
Video Conferencing
Cisco Unified MeetingPlace
Web Conferencing
Cisco WebEx Meeting Center or Cisco Unified MeetingPlace
Audio Conferencing
Cisco Unified MeetingPlace
Contact Center
Mobile Phone Client
Session Management
Presence
Cisco Unified Mobile Communicator Client
Cisco Unified Communications Manager,
Session Management Edition
Cisco Unified Presence Profile
Mobility (with Sim Ring
services)
Cisco Unified Mobility Profile
Intercompany Media
Engine
Intercompany Media Engine
Soft Client
Cisco Unified Personal Communicator or Cisco Unified
IP Communicator with Cisco Unified Video Advantage
Messaging
Cisco Unity or Cisco Unity Connection
Phone/Call Control
Business Edition
C97-418641-00
Unified Contact Center Express (25 Cisco UWL = 1 Std Agent)
Unity
Connection
License for One or Unlimited Cisco IP Phones per User
Entry Edition
© 2007 Cisco Systems, Inc. All rights reserved.
Standard Edition
Cisco Confidential
IPC
One
One
One
Unlimited
Professional Edition
UWL= Unified Workspace Licensing 4
Cisco Unified Workspace Licensing
Business Edition
 Edition optimized for smaller businesses
 Workspace Licensing Business Edition list price: $315 per user
 Unified Communications Software Subscription list price: $70/3year, ECD per user $21/1-year
 Built on top of with Unified CMBE workspace Bundle
Functionality
What Is Included in Cisco Unified Workspace Licensing
Presence
Cisco Unified Presence Profile
Mobility (Unified CMBE)
Cisco Unified Mobility Profile (with Sim Ring services)
Soft Client
Cisco Unified Personal Communicator or Cisco Unified IP
Communicator with Cisco Unified Video Advantage
Messaging (Unified CMBE)
Voice Messaging Mailbox w/Web and IMAP Accessibility,
Advanced Speech recognition and Text to speech
Call Control (Unified CMBE)
License for One Cisco IP Phone Per User
C97-418641-00
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Prices indicated here are list prices. Actual prices may vary. 5
Cisco Unified Workspace Licensing
Entry Edition
 Limited package of call control capabilities
 Entry Edition list price: $245 per user
 Unified Communications Software Subscription list price: $50/3-year
Functionality
What Is Included in Cisco Unified Workspace Licensing
Mobility (with Sim Ring services)
Cisco Unified Mobility Profile
Soft Client
Cisco Unified IP Communicator
Call Control
License for One Cisco IP Phone Per User
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Prices indicated here are list prices. Actual prices may vary.
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Cisco Unified Workspace Licensing
Standard Edition
 Base call management, messaging and clients package
 Standard Edition list price: $325 per user
 Unified Communications Software Subscription list price: $70/3-year
Functionality
What Is Included in Cisco Unified Workspace Licensing
Presence
Cisco Unified Presence Profile
Mobility (with Sim Ring services)
Cisco Unified Mobility Profile
Soft Client
Cisco Unified Personal Communicator or Cisco Unified IP
Communicator with Cisco Unified Video Advantage
Messaging
Cisco Unity or Cisco Unity Connection User
Call Control
License for One Cisco IP Phone Per User
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Prices indicated here are list prices. Actual prices may vary.
7
Cisco Unified Workspace Licensing
Professional Edition
 Superset of Standard Edition with advanced capabilities
 Professional Edition list price: $500 per user
 Unified Communications Software Subscription list price: $100/3-year
Functionality
What Is Included in Cisco Unified Workspace Licensing
In addition to everything you get in Cisco Unified Workspace
Licensing Standard Edition…
Video Conferencing
Cisco Unified MeetingPlace
Web Conferencing
Cisco WebEx Meeting Center (100 UWL = 4 internal, 1 external port) Cisco
Unified MeetingPlace Port (20 UWL=1 Port)
Audio Conferencing
Cisco Unified MeetingPlace
Session Management
Cisco Unified Communications Manager, Session Management Edition (5
user=1 session)
Contact Center
Cisco Unified Contact Center Express Standard Agent (25 UWL=1 Agent)
Mobile Smart Phone Client
Cisco Unified Mobile Communicator Client
Call Control
License for Unlimited Cisco IP Phones Per User
UWLC97-418641-00
= Cisco Unified Workspace
© 2007 Cisco Licensing
Systems, Inc. All rights reserved.
Cisco Confidential
Prices indicated here are list prices. Actual prices may vary.
8
What is a Unified Workspace Licensing User?
 Total Number of Users is Equal
To:
Number of people administered in the
Unified Communications Manager
The number of public space devices
 Shift Workers / Sharing Phones
Workers sharing a number and the
associated voicemail, presence, mobility,
and soft client services, count as one user
Workers sharing a device using extension
mobility, but each using their own
voicemail, presence, mobility, and soft
client, count as multiple users
* Multiple endpoints for a single user are counted as one Unified
Workspace Licensing Professional Edition user
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Examples of Public Space IP Devices
 Conference room phones
 Lobby phones
 Kitchen phones
 Hallway phones
 Quiet room phones
 Manufacturing floor phones
 Guest room phones
(hospitals, hotels, cruise ships,
etc. that are not using any
applications)
* Extension Mobility Devices are NOT public space devices
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Public Space Device Add-ons
 Add public space device licenses for conference rooms, lobbies,
wall phones, etc.
 Public Space IP Phone Price: $150 per phone
UCSS list price: $22/3-year
ESW list price: $7 per phone/year
May not exceed 15% of total IP Phones on order
Not to be used for dedicated employee phones
Cannot use applications with these devices (e.g. no voicemail)
 Analog Device List Price: $40 per device
UCSS list price: $7/3-year
ESW list price: $2 phone/yr
Does not include gateways or other hardware
 Free migrations for install base of both public
space devices and analog phones
Cisco Unified IP Conference Station 7937G
UCSS = Cisco Unified Communications Software Subscription
ESW = Cisco Unified Communications Essential Operate Service
Prices
indicated here are ©list2007
prices.
prices
vary.
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Systems,
Inc. may
All rights
reserved.
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Unified Workspace Licensing Requirements
 Three-year Unified Communications Software
Subscription (UCSS) and Essential Operate
Service required
One year available for government where
three year is not allowed
When mixing with User Connect Licensing, all
users must be covered
 Minimum Order Sizes
Entry, Standard and Professional Editions – 100
users
Business Edition -- 50 users
Once system purchased, add-ons may be of
any size
 UCSS and Unified Essential Operate Service
purchased on Unified Workspace Licensing
SKUs; not individual components
 Discounting (DSA, volume pricing agreements)
follows normal processes
UCSS
= Cisco Unified Communications
Software
C97-418641-00
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Inc. Subscription
All rights reserved.
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How to Sell Cisco
Unified Workspace
Licensing: New
Customer Scenarios
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Selling to New Customers
 Opportunity to tell complete UC story and sell
a solution rather than a point product
Talk to a higher-level decision maker, blocking
the competition
 Gives a new customer the most positive view
of doing business with Cisco
Simplicity and the completeness of the
experience
 Unified Workspace Licensing provides the
most competitive end-user UC experience
Strength when competing against Microsoft,
ShoreTel, Avaya, etc
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Process for New Customers
 Work with the customer on a design:
Number and type of application servers
Number of users who will be using the Cisco Unified Communications
Manager cluster
Number of conference room, lobby, other public space phones
 Work with the customer to determine the Cisco Unified Workspace
Licensing applications they want to roll out to determine the
application versions and servers they may need.
 Take that information and use the
Dynamic Configuration tool to create
a bill of materials (BOM).
 Work with the channel partner to create
a services quote.
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Business Edition Cost Comparison
Traditional Unified Communications Manager Business Edition
(CMBE) user vs. Unified Workspace Licensing Business Edition
 Unified Workspace Licensing Business Edition represents a $40/user “uplift”
over a phone and voicemail seat with traditional Unified CMBE licensing*
 The functionality included for the $80 “uplift” has $380 of value
 For the first 50 users, workspace bundle costs less than traditional Unified
CMBE bundle
“Phone and Voicemail” Scenario
Functionality
License Price
Call Control + Messaging
$235
Unified CMBE
$235
Workspace Licensing BE
$315
“Uplift”
$80
Prices indicated here are list prices. Actual prices may vary.
BE =C97-418641-00
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Value of “Uplift”
Added Functionality
License Price
Presence
$60
Mobility (with Sim Ring services)
$85
Video Advantage
$100
Soft Client (client plus adjunct
license)
$135
Total Price
$380
Unified Workspace Licensing BE
“Uplift”
$80
Savings
$300
16
Entry Edition Cost Comparison
 Unified Workspace Licensing Standard Edition represents a $45/user “uplift”
over base call management*
 The functionality included for the $35 “uplift” has $225 of value
 Note: no voicemail in this package
“Phone and Voicemail” Scenario
Value of the Unified WL “Uplift”
Added Functionality
License Price
Mobility (with Sim Ring services)
$85
$210
Soft Client (IPC plus adjunct
license)
$175
Unified Workspace
Licensing Entry Price
$245
A-La-Carte Price
$260
$35
Unified Workspace
Licensing “Uplift”
$35
Unified Workspace Licensing
Standard “Uplift”
Savings
$225
Functionality
License Price
Call Control
$210*
A La Carte Price
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Prices indicated here are list prices. Actual prices may vary.
17
Standard Edition Cost Comparison
 Unified Workspace Licensing Standard Edition represents a $60/user
“uplift” over 2 popular applications, e.g. a phone and voicemail seat*
 The functionality included for the $40 “uplift” has $380 of value
“Phone and Voicemail” Scenario
Functionality
License Price
Messaging
$75
Call Control
$210*
A La Carte Price
$285
Unified Workspace
Licensing Standard Price
$325
Unified Workspace
Licensing “Uplift”
$40
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Value of the Unified WL “Uplift”
Added Functionality
License Price
Presence
$60
Mobility (with Sim Ring services)
$85
Video Advantage
$100
Soft Client (client plus adjunct
license)
$135
A-La-Carte Price
$380
Unified Workspace Licensing
Standard “Uplift”
$40
Savings
$330
Prices indicated here are list prices. Actual prices may vary.
18
Professional Edition Cost Comparison
 Unified Workspace Licensing Professional Edition represents a $160/user
“uplift” over 2 popular applications, e.g. a phone and unified messaging seat*
 The functionality included for the $215 “uplift” has $908 of value
“Phone and Unified Messaging” Scenario
Functionality
$75
Call Control
$210
A La Carte Price
$285
Unified Workspace Licensing
Professional Price
$500
Unified Workspace Licensing
“Uplift”
$215
Prices indicated here are list prices. Actual prices may vary.
© 2007 Cisco Systems, Inc. All rights reserved.
Added Functionality
License Price
Video Conferencing
$30
Web Conferencing
$184
Audio Conferencing
$80
Contact Center
$24
Mobile Smart Phone Client w/ Dual Mode
$200
Presence
$60
Session Management
$10
Mobility (with Sim Ring services)
$85
Video Advantage
$100
Soft Client (client plus adjunct license)
$135
A La Carte Price
$908
Unified Workspace Licensing Professional “Uplift”
$215
Savings
$408
License Price
Messaging
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Value of the Unified WL Professional “Uplift”
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How to Sell Cisco Unified
Workspace Licensing:
Migration Scenarios
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20
Selling to Existing Customers
Prime Candidates:
 Customers who have plans to roll out
significant numbers of soft clients
 Customers who have plans to roll out
significant numbers of Mobility seats
 Customers who have an upcoming large
teleworker deployment
 Customers who are looking to deploy
MeetingPlace
 Customers without UCSS contracts looking to
get the latest versions
 Customers looking to expand their existing
deployments
 Customers who want increased flexibility
UCSS
= Cisco Unified Communications
Software
Subscription
C97-418641-00
© 2007 Cisco Systems,
Inc. All
rights reserved.
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21
Migrating Existing Users
 Get more out of your existing investments in Cisco Unified
Communications
 Greatly reduced pricing for migrating existing users
 Move from basic telephony to the full Unified Workspace
Migration paths at reduced costs to all versions of Cisco Unified Workspace
licensing from:
 Unified Communication Manager only
 Unified Communications Manager
plus Unity / Unity Connection
 Unified Communications Manager
plus other UC applications
 Only Unity / Unity Connection
 Only other UC application
 UCM Business Edition
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Cisco Unified Workspace
Licensing Services
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Cisco Unified Communication Software
Subscription
 Cisco Unified Workspace Licensing requires a three-year UCSS
contract* which entitles customers to upgrade to all client and server
application software covered under the license for three years*
 When new applications are added to the Unified Workspace
Licensing package in the future, UCSS entitles them to these
applications as well
 A valid Unified Workspace Licensing ESW contract is required to
activate the UCSS contract
 ESW contracts are offered in increments of one year
 If customers purchase only one
single-year ESW contract, they must
renew it after one year to keep
the UCSS active
UCSS = Cisco Unified Communications Software Subscription
* 1-yr contracts are allowed for Government and Education institutions.
ESWC97-418641-00
= Cisco Unified Communications
Essential
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reserved.
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Unified Communications Software
Subscription contract management
Order 1
Order 2
Order 3
 3 year service term with
contracts co-terminated
Order 4
Order 5
Original Purchase Date
End of Year 3
 Greatly simplifies contract
management
 At end of 3 year term, 1 year
UCSS renewals allowed
Order 1
 Easily manage all your users
in a single, fixed-term
licensing
Order 2
Order 3
Order 4
Order 5
Original Purchase Date
End of Year 3
UCSS = Cisco Unified Communications Software Subscription
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Cisco Unified Communications Essential
Operate Service for Unified Workspace
Licensing
 ESW is an integral part of the Cisco
Unified Workspace Licensing solution
 ESW provides minor and
maintenance updates and technical
support for UC applications
 Single Service SKU maps to a Single
Product SKU
–Simplifies quoting, ordering and sales
of the complete solution
 The ESW for Unified Workspace
Licensing Entry Edition, Standard
Edition and Professional Edition
entitles the customer to services and
support for the complete stack of
applications
UWL = Cisco Unified Workspace Licensing
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ESW = Cisco Unified Communications Essential Operate Service
Operate Service Programs for Unified
Workspace Licensing
Similar to the multiple service programs of Essential Operate
Services available for a la carte products, the same programs
are extended to Unified Workspace Licensing.
C97-418641-00
Essential
Operate Service
Sample SKU
Cisco Brand Resale
ESW
CON-ESW-CUWLSTD1
Cisco Shared
Support
SESW
CON-SESW-CUWLSTD1
Services Provider
SP-ESW
SP-ESW-CUWLSTD1
Collaborative
Services
CBSW
CON-CBSW-CUWLSTD1
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Essential Operate Service Tiered Pricing
 Tiers of ESW pricing for different sized deployments
 As deployment size increases, price decreases
 Unified Workspace Licensing very competitive in both small and large deals
Deployment Size
Entry Edition
Standard Edition
Professional Edition
1 year ESW
1 year ESW
1 year ESW
100 to 1,000 users
$15
$21
$30
1,000 to 10,000
users
$12
$15
$26
Over 10,000 users
$10
$12
$20
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ESW = Cisco Unified Communications Essential Operate Service
Prices indicated here are list prices. Actual prices may vary.
28
How to Order
Bill-of-Material Creation
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Key Points
 Use the Cisco Configuration Tool
It will always be the most accurate way of ordering
When changes are made - it changes first
Quote Builder and Solution Expert change later
 Be Sure to Choose the Right Version and Quantity
The choices determine the disks and licensing we ship
If you don’t know, always choose quantity one of the latest version
The Product Upgrade Tool can be used to add more copies later
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Choose CUWL-LIC as Product Number
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Choose the Number and Type of Users
 This example is for Professional Edition, but the same
applies to Standard or Entry Editions
 The minimum number of total users (any combination
of Standard, Professional and Entry – they can be
mixed) is 100
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Choose the Appropriate UCSS
 The quantity entered must be identical to the number of
users entered or the tool will present an error
 You must order a 3-year contract unless your customer is a
government or educational institution that is prohibited
from entering into multi-year contracts
 The monthly SKU is used for ensuring co-termination –
multiply the number of users by the number of months and
put the total in the box
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UCSS = Unified Communications Software Subscription 33
Choose the Conferencing Options (PRO)
 The quantity you need to enter is the number of
SERVER LICENSES needed for your design. So if
your design includes to MPE servers, you should
enter quantity 2 here
 This is NOT the number of user or ports
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Choose the Clients
 All quantities above are the number of users for any particular
client
 The number of CUVA cannot exceed the total combined number
of Standard and Professional users
 The combination of IPC, UPC and MOC integrations cannot
exceed the total combined number of Standard and Professional
users
 The number of CUMC clients cannot exceed the number of
Professional users
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Choose the UC Manager Version and Qty
 All quantities above are the number servers in your UC
Manager design (e.g. If you plan to deploy 3 nodes, order
quantity 3) – choose the appropriate version from the Item
Category menu on the left
 Choose the appropriate server class and total number of
server instances in your cluster
 If the customer’s design changes, the Product Upgrade Tool
can be used to order more server licenses at no charge.
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Choose the Messaging Version and Qty
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
All quantities above are the number of primary servers in your
messaging design

Failover and Message Store servers are not counted here

If the customer’s design changes, the Product Upgrade Tool can be
used to order more server licenses at no charge.
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Choose the Mobility Version and Qty
 Cisco Unified Mobility Advantage is the back-end
server to the Cisco Unified Mobile Communicator
Client
 All quantities above are the number servers in
your CUMA design
 CUMA is mandatory if you have any Professional
users selected
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Choose the Presence Version and Qty
 All quantities above are the number servers in
your Cisco Unified Presence design
 CUP is a mandatory selection
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The Checkout Screen
 Clicking “Check Configuration” on
the previous screen brings you here
 Select a number of years for the
Essential Software Service and
click “Update”
 All items in black represent your
selections and the quantity you
entered
 All items in blue represent autogenerated options
 All items ending in –PK or –PAK
represent the actual sheets of paper
imprinted with an activation code
 All items ending in –RTU are pieces
of paper that contain the right to use
language and a download location if
applicable
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Delivery and Activation
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Unified Workspace Licensing Delivery
 For new orders, a single folder will be shipped to the customer
(it is important that the customer keep this folder in
a safe place).
 All media will be included in the folder.
 All Product Activation Key (PAK) claim certificates will be in the folder and
clearly identified.
 Instructions will be provided to activate licenses and UCSS subscription (it
is important that the customer activates their subscription to obtain
upgrades).
 A cover letter will be included in the folder
welcoming the customer to Cisco Unified
Workspace Licensing
 Terms and conditions for Cisco Unified
Workspace Licensing will also
be included for your customer’s review
 Addons utilize e-delivery and will be purely
electronic
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UCSS = Cisco Unified Communications Software Subscription42
License Activation
 A link is provided to the activation
web page.
 MAC addresses of the various Cisco
MCS and MeetingPlace hardware is
needed to activate licenses.
 Partial activation is supported.
Customers can place some licenses
on server A and some on server B.
 Licenses can also be moved from
one server to another by e-mailing
licensing@cisco.com which opens
a service request with the licensing
team.
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What is Partial Activation?
 Method of Activating Only Some of the License
Say you order 4 Unity 96-port servers and 7200 users
All that information is delivered in ONE PAK
You want:
Server A to contain 1000 mailboxes
Server B to contain 3000 mailboxes
Server C to contain 1000 mailboxes
Server D to contain 2200 mailboxes
 Partial activation allows you to
activate in this fashion
 Each MAC address can be activated with a certain
number of ports and user
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Process for Migrating Users
 When migrating customers from Unified CM
and/or Unity, you will no longer get new licenses
for servers/nodes
 You will still receive DLUs for Unified CM to allow
for deployment of Unified Workspace Licensing
capabilities
 Continue using existing licenses that customer
has already purchased
 If an upgrade is desired, activate UCSS and
acquire upgrade via product upgrade tool
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License Enforcement
 Unified Workspace Licensing leverages the existing license enforcement
mechanisms in each of the products
 In the future, products will become “Unified Workspace Licensing aware.” At
that point, additional enforcement will happen. If you fail to comply with the
rules today, the customer may be impacted in the future.
 Cisco Unified Workspace Licensing Standard Edition provides:
DLUs for Cisco Unified Communications Manager 5.x/6.x (Phone, Presence, Mobility,
Soft Client)
Cisco Unity/Unity Connection mailboxes
 Cisco Unified Workspace Licensing
Professional Edition provides:
DLUs for Cisco Unified Communications
Manager (Phones, Presence, Mobility,
Soft Clients)
Cisco Unity/Unity Connection mailboxes
Cisco Unified Mobility Advantage license
Cisco Unified MeetingPlace/MeetingPlace
Express web (25:1 ratio
user:port ratio)
Cisco Unified Contact Center Express
Standard Agents (25:1 user:agent ratio)
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A note on DLUs
 Unified Workspace Licensing is a user-based license; not a DLU-based one
 You never need to count DLUs again with Unified Workspace Licensing
 While Unified Workspace Licensing Standard Edition ships with 11 DLUs and
Unified Workspace Licensing Professional Edition with 17 DLUs, this is
unimportant
 If you have extra DLUs, you may not re-use them for other phones or users
 If you need more DLUs simply email cuwl-support@external.cisco.com and
provide a justification and they will be provided
 If you are still positioning DLU
counting with your customer,
you have missed an important value
with Unified Workspace Licensing
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Overcoming Obstacles
 “I don’t need all the applications included in Workspace Licensing:
The combination of products included in Unified Workspace Licensing represents only a small
uplift per user–small enough to justify investment.
Unified Workspace Licensing includes all of the server software, which when spread over the
total number of users, lowers the amount of the uplift
 “I already own some of the software included in Workspace Licensing:
Unified Workspace Licensing also includes the addition of new server software licenses for
clusters that grow as well as upgrades
Migration SKUs offer significant discount
for those who already own Cisco UC
components
Unified Workspace Licensing includes
many new applications that extended
the productivity of the workforce
 “Why do I need the 3 year UCSS
required in Workspace Licensing?”
Unified Workspace Licensing UCSS gives
you the flexibility to get the newest versions
of applications if and when you need them
Unified Workspace Licensing UCSS also
gives you new applications that are added to
the package, meaning your investment in
Workspace Licensing gains more value over
time
UCSS = Cisco Unified Communications Software Subscription
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Migration of Existing
Unified Communications
Software Subscription and
Essential Operate Service
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Ordering Subscription and Service for
Cisco Unified Workspace Licensing
 All Unified Workspace Licensing orders must include at least
and 3 years of UCSS* at the time of purchase and a minimum
of 12 months of ESW for UCSS to be activated
– Contract activation leverages an automated process that expects
these minimums; they cannot be pro-rated for co-termination
– The buyer can indicate that this is additional product to be added to
an existing ESW or UCSS contract
– Standard ordering process and contract activation requirements
apply
 If no existing contract is designated, the order will generate
a new contract number
under standard business practices.
 SMARTnet (SNT) must be
ordered separately for the
hardware and phones
*1-yr contracts are allowed for government and
education institutions.
ESW = Cisco Unified Communications Essential Operate Service
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Migration Process at Contract Renewal
 Migrating to Unified Workspace
Licensing is straightforward when
ordered at the service and UCSS
contract renewal period
 The UCSS and ESW contracts
ordered with the license simply go
into effect.
 No further action is required to get
TAC support or order upgrades
through the Product Upgrade Tool
(PUT)
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ESW = Cisco Unified Communications Essential Operate Service
UCSS = Cisco Unified Communications Software Subscription
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Migrating Prior to Contract Renewal
 Existing contracts must be cancelled and
the remaining value credited back to the
customer
 It is the responsibility of the customer to
request and obtain termination approval and
credits from the originating reseller or
distributor
 Cisco does not engage in third party credit
or termination discussions
 Cisco cannot be responsible for missing
refunds in the event that the originating
reseller of the existing contract does not
provide a refund to the customer, even if it is
after Cisco has provided that reseller with
a credit
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Requesting Termination and Credits
 Cisco Service Sales (SAM/SSR) must provide Proof of
Purchase and request line Termination and Credit using
standard credit request forms
1) Obtain and complete standard credit request form
http://wwwin.cisco.com/csso/tnt/service_order.shtml
2) Send request to service-credits-us@cisco.com
a) Email subject line = “Termination Request”
b) Specify theatre in email body
c) Provide Proof of Purchase: SO#, PO#, and/or Theatre Sales and Finance
Approvals
d) Attached completed standard credit request form
 Two teams are involved in the process
1) Customer Service (CS) Service Contract Management (SCM) team handles contract
termination
2) Disputes team handles credit
 Upon receipt of the termination/credit request, CS SCM
validates the new purchase and terminates applicable old
lines
 Once contract termination completes, CS SCM routes the
case to Disputes team for credit approval process
 Standard Service Level Agreements (SLA) for contract
changes may apply
 All credits are subject to Cisco finance approval and
credit policies.
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Risks
Customer buys Cisco Unified Workspace Licensing from a
different partner than the original UCSS and/or service contract
 If originating partner does not
request credit or refund to the end
customer, there could be a dispute
situation and delays could occur in
the end customer receiving their
refund
 End customer could have cash-flow
issues, as the credit for the migration
may not be processed prior to
payment being due for the purchase
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UCSS
Cisco Unified
Communications
Software Subscription
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rights =
reserved.
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Confidential
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Additional Information
 Detailed CS SCM termination process:
http://wwwtac.cisco.com/Support_Library/CS/Service_Contract_Management__SC
M_/Service_Contract_Management/scm_terminating_products_services.
htm
 Service credit and cancellation policy:
http://wwwin.cisco.com/CustAdv/process/policy/sales/preparequote.shtml
 Standard Credit Request Form:
http://wwwin.cisco.com/csso/tnt/service_order.shtml
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