Cisco Partner Smart Assist Service Overview Helping Partners

Cisco Partner Smart Assist Service Overview Helping Partners Successfully Deliver Smart Capability Services to their Customers October 2016

Purpose and Disclaimer Purpose: Inform Cisco® authorized partners on the features and value of Partner Smart Assist Service Notice and Disclaimer: Information contained in this presentation is for Cisco internal and partners only. C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 2

Agenda Smart Capability Opportunities Cisco® Partner Smart Assist Overview Quoting & Ordering Resources C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 3

Smart Capabilities Drives Value You want to help your customers fully use smart capabilities so that they can obtain insights that will help them drive value Smart Capabilities § Smart Net Total Care Portal™ § Collections § Product & Security Alerts …. and more Smart Decisions Smart Outcomes Reduce Risk Resolve Problems Faster Improve Operational Efficiency C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 4

Options to Help Your Customers Enable Smart Capabilities Flexible Options for Partners Cisco® Tier 1 or Tier 2 Partners Options 1 Resell Smart Net Total Care™ or other smart-entitled service for customers to obtain entitlement to smart capabilities 2 Resell Smart Assist, Asset Management or TS Advantage and the required smart-entitled service, for customers to obtain enablement and support services. Optionally, offer complimentary services. 3 Resell Smart Net Total Care™ or other smart-entitled service and create, sell and deliver services to enable and support smart capabilities (as an alternative to reselling Smart Assist) Cisco offers Partner Smart Assist Service to help you successfully deliver smart capability services to your customers C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 5

Partner Smart Assist Service Partner Smart Assist is a new technical services offer sold to Tier 1 and Tier 2 partners to help them successfully deliver smart capability services to their customers. Partner Smart Assist Features Enablement Training § 1: many remote smart capabilities onboarding knowledge transfer § Optional: one-on-one personalized coaching for an additional fee (can be purchased stand-alone or for an additional fee with base offer) Reconciliation IBIBReconciliation TAC Support TAC § Once-a-year IB reconciliation delivered to the partner for each end customer § Optional: additional IB reconciliation(s) for an additional fee (can be § Cisco® Technical Assistance Center (TAC) support for complex, level 3 issues related to the portal and collections purchased stand-alone or for an additional fee with base offer) C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 6

Enablement Training Assistance to help you enable customers with smart capabilities § 1: Many remote Web. Ex® instructor lead knowledge transfer - Smart Net Total Care™ portal registration Cisco Services Access Management registration Cisco software collector deployment Collection uploads to the portal How to request installed base (IB) reconciliation Training will be offered periodically (no less than once per quarter per region). Where possible, training will be conducted in the following Non-English languages: § § § Chinese Japanese Korean Portuguese Spanish § Templates to help you get started and use them for your own deployment services § Optional: one-on-one personalized coaching on topics relating to enabling portal and collections (two-hour remote session) (can be purchased individually or for an additional fee with CONPNSAS-BASE) C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 7

Installed Base (IB) Reconciliation Assistance provided for the end-customer delivered to you § Once per year data cleansing of an endcustomer’s data residing in the Smart Net Total Care. TM portal § Optional: additional IB reconciliations are available for an additional fee Partner Smart Assist IB reconciliation compares customer data residing in the Smart Net Total Care. TM portal with information from the Cisco ® contract database and identifies any discrepancies or errors (e. g. missing data, incorrect data) IB reconciliation corrects common data discrepancies and updates data repositories as applicable (can be purchased individually or for an additional fee with the base service. You can purchase more than one IB reconciliation per end customer per contract term. ) C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 8

Technical Support Assistance to help you solve complex customer issues in using the portal and collections § TAC support is delivered directly to the customer for issues in resolving complex problems (level 3) which they can’t resolve for the customer on their own § Partners have access to the TAC just like a customer accesses the TAC Level 3 support is for complex issues, including issues that: § § Are associated with an identified bug not published on Cisco. com Requires specialized expertise to resolve Reported to the TAC for the first time and no documentation exists for the problem Have interoperability issues that may be caused by 3 rd party hardware or software § Partners reach the TAC on behalf of their customers. § Partners are responsible for providing support directly to their end customers C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 9

Partner Smart Assist Service Benefits Enhance service portfolio offering and increase service opportunities Boost services bookings and revenue Speed customer portal and collections issue resolution Help customers gain installed base insights to make smart decisions With Partner Smart Assist Service, you can confidently deliver smart capability services to customers to help them gain installed base insights and drive value from them Enhance engagement and deepen relationships with customers Demonstrate Cisco expertise; Be the ‘go to’ partner for Cisco solutions Help customers gain maximum value from Cisco product investments C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 10

Quoting and Ordering Partner Smart Assist Service Description SKU Partner Smart Assist Svc CON-PNSAS-BASE* Partner Smart Assist Svc One-on-One Coaching CON-PNSAS-TRN 1 Partner Smart Assist Svc Additional IB Recon CON-PNSAS-RECON *Partner Smart Assist Service is priced per-end customer. For example, if you have ten customers that you are providing support to under this contract, order ten instances of CON-PNSAS-BASE. Any Partner Smart Assist SKU may be purchased individually. Prerequisite: The end customer must have a smart-entitled foundational service (e. g. Smart Net Total Care) Refer to the Quoting & Ordering Guide (Tip Sheet) for information on how to order Partner Smart Assist Service. Review the Welcome Kit to learn how to initiate your entitlements. C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 11

Resources C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 12

Resources Partner Collateral and Content Partner Smart Assist Service Resource Library Sales. Connect Partner Smart Assist Service At-A-Glance Partner Smart Assist Service Welcome Kit Partner Smart Assist Service FAQ Partner Smart Assist Service Quoting and Ordering Tip Sheet Partner Smart Assist Service Training Brochure C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 13

Additional Slides C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 15

Cisco Smart Capabilities Helps Customers Gain Installed Base Visibility Services with … Which Collect …Which Is Analyzed and Compared with Automated software -enabled capabilities Installed Base Device Data Cisco’s Deep Knowledge Base + + …to Provide Actionable Insight = Cisco® Deep Knowledge Base 30 years 50 million 40 million 185, 000 of networking innovation and leadership installed devices annual customer support interactions technical documents online C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 16

Cisco Smart Capabilities Deliver Insights to Help Customers Make Smart Decisions Installed Base Visibility Smart Capabilities Contract Status § Smart Net Total Care™ Portal § Collections § Product & Security Alerts …. and more Uncovered Devices Relevant Security & Product Alerts Eo. X Details C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 17

Which Helps Customers Achieve Value As Soon As Possible Reduce Risk • Maintain business continuity and security • Flexibly add services to the network Improve Operational Efficiency Resolve Problems Faster Make sure that customers have the expertise and information available to quickly resolve network issues • Create more efficient workflow • Be proactive about managing the network • Extend the life of devices C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 18

With Smart Capabilities, Customers Can Make Smart Decisions Service Coverage Use underutilized assets Select the right support coverage Plan and budget IT assets Lifecycle Management Manage service renewals Refresh aging or last date of support products C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 19

Smart Business Insights, Actions and Outcomes Smart Insights Using Cisco Smart Net Total Care™ Portal § Installed base inventory § Security and product alerts § Service coverage Smart Decisions § Determine service § § § Product lifecycle § § § Enable smart capabilities to obtain installed base insights Smart Outcomes level requirements Drive informed coverage decisions Manage product and coverage risks Improve budget and asset planning Simplify contract management Support compliance Make informed, smarter decisions faster § Mitigate risk § Resolve problems faster § Improve operational efficiency Drive operational outcomes sooner C 97 -737382 -00 © 2016 Cisco and/or its affiliates. All rights reserved. Partner Confidential 20