© 2010 cisco and/or its affiliates. all rights reserved. cisco confidential 1 © 2010 cisco and/or...
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© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1
Smart Net Total CareCisco Smart Services Business Development ManagerLindsey Taylor
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Automation and Cisco’s Deep KnowledgeAre Driving Value for You
Services with …Which Collect …Which Is Analyzedand Compared With
…to Provide
Actionable InsightCisco’s Deep
Knowledge Base
Network DiagnosticData
Automated Software-EnabledCapabilities
+CISCO DEEP KNOWLEDGE BASE
25 Years of Networking Innovation and Leadership 6 Million Annual Customer Interactions
50 Million Installed Devices 90,000+ Technical Documents
+
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Smart ServicesSolution for any Customer Need
Customer needs direct access to TACSmart Net
Total Care
Smart Care Service
Partner Support Service
Partner’s unique service collaboratively delivered
Cisco Brand
Cisco Brand
Reseller2-Tier
Distribution
Partner Customer
Cisco Collaborative Services
2-Tier Distribution
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
On-Going Customer Network Operational Challenges
So many products and contracts – it’s hard to
manage them all
With so many alerts - it’s hard to find the ones
that apply to me
Entitlement issues take too long to resolve
Life cycle planning data is too hard to find and
use
Are my Cisco products covered with the right
contracts?
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Smart Net Total Care
Proactive Device Diagnostics and Alerts
Extensive Installed Base and Contract Management
Foundational Maintenance Services Capabilities
DE
LIV
ER
Y
Smart Net Total Care
Device Diagnostics
Alerts(+PSIRTs)
Installed Base andContract Management
Technical Assistance
(TAC)
Online Technical
Resources
SoftwareUpdates
Advance Hardware
Replacement
RESELL
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Installed Base and Contract Management• Accurately validate customer’s Cisco installed base via CSCCOngoing collection of Cisco installed base informationCorrelation and validation against Cisco Intellectual Capital
• Detailed inventory reports and analysis via intuitive web portalVisibility that critical Cisco products are covered with proper service
contract Identify Cisco products that are not covered by a service contractAggregated report for “collected contract view” of IBDelta reports for moves/adds/changesContract date, EoX
RESELL
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Installed Based and Contract ManagementDetailed Inventory Reports and Analysis
Validate your Cisco installed base
Identify products without service coverage, with
support about to expire, or past LDoS
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Alert Management
• Alerts and notifications are correlated against customer’s Cisco installed baseProduct Security Incident Response Team (PSIRT)
Software alerts
Hardware alerts
Field notice alerts
Alerts are posted and saved in the portal
• Customer sees only those alerts that apply to their Cisco products
• Alerts are displayed in the portal
Eases alert management and access to all details
RESELL
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Alerts are correlated against your Cisco installed base!
A complete view of product alerts specific to
installed base
• Product Security Incident Response Team (PSIRT)
• Software alerts
• Hardware alerts
• Field notice alerts
Smart Net Total Care Proactive Alert Management
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Alerts are correlated against your Cisco installed base!
Shows all devices affected by specific alert
Easily drill down to find all details of an alert
Smart Net Total Care Proactive Alert Management
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Partner Value Proposition
….with each customer you could reveal their uncovered Cisco products? Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of-support Cisco products?
Sell new Cisco products
….you gave the customer on-going up-to-date data regarding installed base and contracts?
Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert that would preempt network disruption?
PRICELESS!
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Smart Net Total Care- Customer & Partner BenefitsC
us
tom
er
Re
aliz
ed
Va
lue C
isco
& P
artner B
en
efit
Increased Customer Intimacy
Smart Services Capabilities Embedded
Increased Strategic Planning Time
Drive Additional Professional Services Opportunities
Increased SMARTnet Renewal Potential
Drive Technology Migration
• “I want to eliminate surprises and reduce escalations.”
• “I need to improve my Network Life Cycle Management.”
• “I want my records to be accurate and up to date.”
• “I want to simplify my service renewal process.”
Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a
comprehensive view of their installed base, service contracts, and product alerts.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Smart Net Total Care Identifying an SNTC OpportunityTarget Customer –
• Has large and diverse base of Cisco products
• Customers that experience one or more of the challenges identified earlier in the presentation: Contract insight, Entitlement challenges, Complex renewals
End of Sale data and network relevant Alerts, Improved RMA support.
• Customer’s IT Staff that can support collector deployment.
• Customer has the desire to improve their current contract management processes.
Compelling Events –
• Rapid network growth or recent acquisition
• Network redesign and consolidation as the result of a corporate merger
• New technology purchase plans and need for correct installed base inventory
• Recent participation in a KTN or network assessment
• Approaching SMARTnet contract renewal
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Ordering Changes Overview
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SNTC Order-ability Changes – When, Why, and WhatWhen- November 11th, 2013
Why – Expand market penetration Over 600 customer in the Americas, Over 1200 Globally Need to migrate to standard processes to continue to scale deployment and support Need to Enable Partner Ordering to drive further market penetration
What – Standardized processes including; Distributor and Partner Quote to Order enablement POS Device Level Order-ability NLS1 SKU Simplification Hardware Collector Order-ability – Fulfilled by Mfg or SW Collector; customer owned server and VMware Deployment and Support
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
SNTC Quote and Order AvailabilityPartners/Distributors Enabled:
Leverage sales and ordering power of Cisco partners
SNTC will be orderable externally in all regions by1-tier Cisco Brand Resellers (DVARs)
Distributors
2-tier Cisco Brand Resellers (VARs)
Point of Sale: SNTC Device Level service SKUs can be sold with original hardware purchase
Customers, partners and distributors will be able to quote and order SNTC Service at Point of SaleAll SKUs will be available at POS except NLS1 SKUs.
NLS1 SKUs will be available in CSCC, and 2-Tier Next Generation (2TNG)
SKUs will not be available in SMS3
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
What is 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 (PM is 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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
NLS1 SKU SimplificationOrderable Only in CSCC!
SKU Name IB Size List Price
CON-NLS1-0T5M <$6 M $12,000CON-NLS1-6T15M $6-15 M $13,250CON-NLS1-16T35M $16-35 M $18,500CON-NLS1-36T65M $36-65 M $26,000CON-NLS1-66T95M $66-95 M $34,000CON-NLS1-96T120M $96-120 M $39,000CON-NLS1-121T145M $121-145 M $45,000CON-NLS1-146T170M $146-170 M $49,000CON-NLS1-171T195M $171-195 M $53,000CON-NLS1-196T220M $196-220 M $56,000CON-NLS1-221T250M $221-250 M $61,000CON-NLS1-251T300M $251-300 M $68,000
The installed base is the total value, in U.S. dollars, of the list price of Cisco devices in use by the customer.List Price above in $US, use local pricing outside US.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Enterprise SNTC Device Level Service Levels
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Service Offer Components and Commerce ToolsComponent PID/SKU Commerce Tool
Hardware Collector Appliance
1 PID: CAAPL-2110-SNT-K9 List Price $5313
(will ship with collector software preloaded)
CCWB2B
Maintenance for Hardware Collector Appliance
CON-NSNT-CA2100 - (8X5XNBD)List Price $239
OrCON-SPAR1-CA2100 (8X5XNBD)
(Service Provider only)
Attach in CCW orB2B
As separate service-only transaction using CSCC or B2B
Or Software Collector Appliance
Right to Use is included with NLS1 Contract(Requires customer owned VMware V5 platform and hardware).
(not orderable)
NLS1 Smart Service Select from 12 New PID/SKUsSKU selection is Installed Base Size Dependent
CSCC (2TNG)
Device-level SNTC foundational technical services
90,000+ SKUs for device-level TS Maintenance CSCC (2TNG)Attach in CCW orB2B
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
SNTC Ordering for New SNTC Customers – Step by Step1. Determine the value of customer’s installed base size of Cisco Hardware using
product list price
2. Choose the NLS1 SKU that maps to the customer’s IB size
3. Quote the NLS1 SKU via CSCC or 2TNG
4. Determine customer collector appliance preferencea) Hardware, Software or pre-existing Cisco AS collector
5. If Hdw collector appliance is selecteda) Quote the Hdw appliance via CCW or B2B
b) Attach maintenance for Hdw collector via CCW or B2B
6. Quote all new and renewal maintenance using SNTC GSPs/SKUs at time of;a) Renewal via CSCC or 2TNG or
b) At New Attach via CCW or B2B
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
Smart Acceleration Uncovered RebateAt-A-Glance
Program Period
Who Is Eligible to
Participate?
What Services are Eligible?
Promotion Terms
Program GoalTo offer a further incentive to adopt Cisco’s Smart Services capabilities, the Smart Acceleration Promotion offers partners the opportunity to earn an incremental 15% sales promotion rebate on previously uncovered equipment leveraging eligible Smart Care and Smart Net Total Care contracts.
Partners must:• Have entered into a Syetems Integrator (SI) Services Amendment or Indirect Channel Partner Agreement (ICPA), which contains
or includes the terms and conditions of the Cisco Services Partner Program• Meet the minimum Cisco Services Partner Program Attach Rate (AR) and Renewal Rate (RR) rebate thresholds as defined in
Performance Metrics Central• Have installed and have working within the customer network the appropriate Cisco Services collection device for the services
defined under this promotion
• All new Smart Care, Smart Net Total Care, and Partner Support Service bookings during quarters 1 and 2 of Cisco fiscal year 2014 on devices that are out of contract for a minimum of 12 months
• New service contracts must be a minimum of one year to qualify, or must co-terminate with existing contracts
• Partners must follow a claims process to apply for the promotion rebate. Cisco will validate the uncovered status of devices for which the partner is requesting the promotional rebate before rebate payments are finalized and paid to the partner
• Partners must submit a Cisco Installed Based Management report from the Cisco collection devices with the claim, highlighting devices to be covered under this promotion
• The final date on which a claim can be submitted to Cisco is February 28, 2014
• Claims must have a minimum of $150 in net rebate value to qualify for the promotion
July 28, 2013 – January 25, 2014
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
Smart Services BDMs
TX
TN NC
SC GA ALMS
FL
LA
AR OK
OH
KYKS
SD
IA
MN
ND
NE
WI
IL
MO
IN
MI
NV
So CA
HI
WY
COUT
WA
OR
ID
AK
NMAZ
MT
No CA PA
MD WV
VA
NY
VT NH
ME
DE
NJ
MD
CT
RI
DC
Scott Schell (1T/DVAR)[email protected]
Chad Moroni [email protected]
Jennifer Leong [email protected]
Lindsey TaylorDistribution/[email protected]
Gary Blandino (1T/DVAR)[email protected]
Kerry [email protected]
Mark Stallings(1T/DVAR)[email protected]
Jeff McEachern (1T/DVARS)[email protected]
West
Central
East
South
Kelli KirwinSenior ManagerSmart [email protected]
Thank You!