Cisco Partner Helpline www cisco comgoph 2010 Cisco

Cisco Partner Helpline www. cisco. com/go/ph © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by Cisco Confidential 1

Partner Helpline Cisco Partner Helpline provides 24 -hour web access to technical product information, including assistance with network design and selection of appropriate products, especially ones for small and midsized accounts. ck e clo h t d n u aro s e s a c en p o n a c ers Partn Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Partner Helpline Partners can ask questions about advanced technologies, technologies search through a vast library of information, and identify the Cisco resources they need to answer presales questions promptly. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by Cisco Confidential 3

Partner Helpline is the gateway to “specialty teams”, such as assistance with Design and Implementation. Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Supported Sales Tools • Campaign Builder • CCO Access • Discovery • Practice Builder • Quote Advisor • Quick Pricing Tool • Quick Quote • Secure Business Advisor • SMB Smart Design • Solution Builder • Talent Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Partner Helpline I was impressed by the quick response. Clearly the BEST support in Cisco!! Case # 110209 -000212 Case # 00140465 First class and very professional. A great access to our business. Case # 00134657 The technician surpassed my expectations and made me more willing to work with Cisco products in the future. Case # 00138788 Excellent support. This was a WOW experience! Case # 00132031 www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Partner Helpline Languages Cisco Partner Helpline supports 14 local languages: Cantonese Czech English French German Italian Japanese Korean Mandarin Polish Portuguese Russian Spanish Thai www. cisco. com/go/ph © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by Cisco Confidential 7

Opening a case with Cisco Partner Helpline is quick and simple. Getting started: 1. Partners must have a Cisco. com User ID (CCO ID) 2. The CCO ID cannot be a company wide “generic” ID, but rather a unique ID for each user. 3. The CCO ID must be associated to a Cisco Partner to have Partner level access. Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Emerging Markets Web Support – Brazil (Portuguese): http: //www. cisco. com/web/BR/parceiros/helpline/index. html – Czech: http: //www. cisco. com/web/CZ/partners/helpline/index. html – Latin America (Spanish): http: //www. cisco. com/web/LA/partners/helpline/index. html – Poland: http: //www. cisco. com/web/PL/unified_channels/helpline/index. html www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

US/Canada – Phone Support 1 -800 -GO CISCO or 1 -800 -553 -6387 US/Canada – Web Support http: //www. cisco. com/web/partners/tools/helponline/index. html www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Open a Partner Helpline Case Europe – Phone Support Europe – Web Support – Germany: http: //www. cisco. com/web/DE/unified_channel s/helpline/index. html – France: http: //www. cisco. com/web/FR/unified_partner s/helpline/index. html – Italy: http: //www. cisco. com/web/IT/unified_channels /helpline/index. html – Spain: http: //www. cisco. com/web/ES/unified_partner s/helpline/index. html – United Kingdom: http: //www. cisco. com/cisco/web/UK/partners_ resellers/helpline/index. html – Ireland: http: //www. cisco. com/web/IRE/partners_resell ers/helpline/index. html Austria: 0800 297 526 Belgium: 0800 042 42 France: 0800 770 400 Germany: 0800 187 3652 Italy: 800 787 854 Netherlands: 0800 0200 791 Spain: 900 997 154 Sweden: 020 160 58 54 Switzerland: 41 44 878 9200 UK: 0800 404 7778 Partners can reach Partner Helpline directly by selecting the following options on the IVR: Option 1, option 2. Note: all EU phone support is offered in English www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

www. cisco. com/go/ph APAC Web Support – – – – – Korea: http: //www. cisco. com/web/KR/partners/helpline/index. html Thailand : http: //www. cisco. com/web/TH/partners/helpline/index. html Vietnam: http: //www. cisco. com/web/VN/partners/helpline/index. html India: http: //www. cisco. com/web/IN/partners/helpline/index. html Indonesia: http: //www. cisco. com/web/ID/partners/helpline/index. html Malaysia: http: //www. cisco. com/web/MY/partners/helpline/index. html Philippines: http: //www. cisco. com/web/PH/partners/helpline/index. html Singapore: http: //www. cisco. com/web/SG/partners/helpline/index. html Australia/New Zealand: http: //www. cisco. com/web/ANZ/partners/helpline/index. html Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

Greater China Web Support and Chat Support http: //www. cisco. com/web/CN/partners/helpline/index. html Japan Web Support http: //www. cisco. com/web/JP/partner/tools/helponline/prh/index_jp. html www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

• Regional/local language web support is available in respective countries § 9: 00 a. m. - 6: 00 p. m. local country time § Monday - Friday (closed on weekends and public holidays) • US/Canada Phone Support § 6: 00 AM – 6: 00 PM Pacific Time (GMT - 8) § Monday - Friday (closed on weekends and public holidays) • English Web Case Support § 4: 00 PM Sunday - 6: 00 PM Friday Pacific Time (GMT - 8) § Closed on weekends and public holidays • China Web and Chat Support § 9: 00 am – 6: 00 pm Beijing Time (GMT +8) Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

The majority of the cases which are supported by Partner Helpline require research to resolve. It can sometimes take the skilled technicians up to 24 hours to respond. The Partner Helpline team makes every effort to respond back to Partners as quickly as possible and most queries are answered within 6 hours. www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

• Partners can follow-up on the cases they have opened by replying to the email responses they receive or by calling to check the status by phone. 1 -800 -GO CISCO or 1 -800 -553 -6387 All escalations for the Partner Helpline team should be directed to: partnerhelpline@external. cisco. com Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by

For questions regarding Cisco Partner Helpline, Helpline contact: Partner Helpline Stakeholder Manager Laurie Agnello lagnello@cisco. com www. cisco. com/go/ph Cisco Confidential : : September 2011 : : All Rights Reserved : : Created by