cisco partner ecosystem · cisco branded services: all cisco partners enrolled in the cisco...

Cisco Partner Ecosystem

Global Program Guide For all Partners Globally

Cisco Confidential

For Channel Partner use only. Not for distribution.

Cisco Services Partner Program

© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for distribution. of 14


Contents Introduction ........................................................................................................................................................... 3 What Is the Program Guide? ................................................................................................................................... 3 Cisco Services Partner Program Overview .............................................................................................................. 4 Services Available Through the Cisco Services Partner Program ............................................................................. 4 How to Enroll in the Cisco Services Partner Program............................................................................................... 4 Cisco Services Partner Program Offer Eligibility ...................................................................................................... 5 Offer Eligibility Requirements .................................................................................................................................. 5 Entry Eligibility for PSS ........................................................................................................................................... 5 Ongoing Eligibility for Partner Support Services ...................................................................................................... 5 Cisco Services Partner Program Compensation and Performance Management ...................................................... 5

Cisco Services Partner Program Compensation Framework ........................................................................................ 5 Cisco Services Partner Program Performance Management .................................................................................... 6 Appendix A: Eligibility, Compensation, and Performance Management for Cisco Multinational and Global Certified Partners ........................................................................................................................................ 7

Eligibility for Cisco Multinational and Global Certified Partners...................................................................................... 7 Compensation for Cisco Multinational and Global Certified Partners ............................................................................ 7 Performance Management for Multinational and Global Certified Partners .................................................................. 7

Appendix B: PSS Eligibility and Compensation for Cloud and Managed Services Certified Partners .......................... 9 Partner Support Service Eligibility for Cloud and Managed Services Certified Partners ............................................... 9 Partner Support Service Compensation for Cloud and Managed Services Certified Partners ..................................... 9

Appendix C: Global Gold – Technical Services: Cisco Services Partner Program Rules Summary ........................... 10



Introduction Note: This document is updated periodically by Cisco, and partners are alerted of changes through notices provided in the Updates tab at the Cisco® Services Partner Program website (“Program Website”). Always refer to the English version found at www.cisco.com/go/cspp for the most current version. In the event of a discrepancy between a translated version of the document and the English version of the document located on the Program Website, the English version, which is part of the agreement between Cisco and its partners, shall prevail.

Revision History

Version PG_Global_042018

Change Page No. Description Effective Date

Global Program Guide 6 Added language: In some countries, an alternative discount, other product clause, and/or a coverage transfer discount may apply.

4/28/2018



Appendix D 11 Appendix D: Global Gold Incentive is now part of the Program Guide 10/30/2017



Global Program Guide All Combined the Program Guides (Global, United States and Canada, and the People’s Republic of China) to create one Program Guide for all countries/country groups. This Program Guide supersedes all other Program Guides

7/30/2017

What Is the Program Guide? The Cisco Services Partner Program: Program Guide (program guide) establishes the business rules governing our partners’ services business relationship with Cisco. This program guide defines key program elements, including eligibility, performance management, and compensation. Specific enrollment, operations, and contractual details are found within the additional program documentation outlined on the Cisco Services Partner Program website found at www.cisco.com/go/cspp and listed in Table 1.

If you are purchasing Cisco Services from Cisco or a Cisco Authorized Distributor under the Cisco Services Partner Program, this program guide is incorporated by reference into your Systems Integrator Agreement (SIA), Indirect Channel Partner Agreement (ICPA), or equivalent services agreement executed between you and Cisco (Reseller Agreement). In the event of a conflict between this program guide and your Reseller Agreement, this program guide shall govern. For the purposes of this program guide, (1) Integrator and Reseller as referenced in the SIA and ICPA, respectively, shall be referred to individually as “partner”; and (2) End User shall be referred to as “customer.”

Table 1. Additional Program Documentation

Title Description

Cisco Services Partner Program Performance Management Appendix

Establishes the performance evaluation periods used in assessing ongoing offer eligibility within the program. Provides targets and ranges for discounts, rebates, and performance-based eligibility by services family and certification level for Cisco partners, where applicable. Establishes the rules governing performance evaluation periods used by compensation and eligibility elements of the program.

http://www.cisco.com/go/cspp

http://www.cisco.com/web/partners/services/cspp/



Title Description

Build Your Services Portfolio Defines which service offers are accessed through the Cisco Services Partner Program. Defines eligibility for service offers accessed through the program. Provides links to individual service descriptions as well as partner and customer entitlements.

Cisco Services Partner Program Eligible Bookings Guide

Defines which services bookings for individual service levels will be considered for the various performance rebates available under the Cisco Services Partner Program

Cisco Services Partner Program Operations Guide

Defines operational elements and establishes an end-to-end process for enrollment and participation in the Cisco Services Partner Program

Includes specific details about partner on-boarding, program enrollment, partner activation, quoting and ordering, performance measurement, rebates, rebate reporting, and ongoing eligibility

Provides information about tools and resources included in and associated with program operations setup and ongoing participation

Note: An Operations Guide for the People’s Republic of China will be made available in the near future. Until such time when the Operations Guide for the People’s Republic of China is available, the Global Operations Guide applies to the extent it doesn’t conflict with this Program Guide.

Cisco Services Partner Program Overview The Cisco Services Partner Program provides the framework for our services business relationship with our partners and defines program elements such as offer eligibility, compensation, performance management, and associated legal terms and conditions as our partners access, sell, and deliver value-based services together with Cisco. The program is closely aligned to the Cisco Channel Partner Program to further extend the benefits our partners will receive from their investments in Cisco certifications, specializations, and designations.

As offers are added to the portfolio, there may be a variable in the discounts and rebates, including rebate eligible offers that have non-CSPP discounts for Cisco 1 tier partners.

Services Available Through the Cisco Services Partner Program The Cisco Services Partner Program lets partners choose the services offerings that best meet their business models and investment strategies while allowing them to further differentiate themselves from their competitors. Both Cisco Branded Services and Cisco Collaborative Services are available under the Program.

Cisco Branded services includes Technical Services, Advanced Services, and Enhanced Management Services. Collaborative Services, include Collaborative Professional Services and Partner Support Service.

How to Enroll in the Cisco Services Partner Program To enroll in the Cisco Services Partner Program, where available, partners with a direct purchasing relationship with Cisco must enter into a new Systems Integrator Agreement (SIA), which contains or includes by reference the terms and conditions of the Cisco Services Partner Program. Partners with an indirect purchasing relationship with Cisco must enter into a new Indirect Channel Program Agreement (ICPA) that contains or includes by reference the terms and conditions of the Cisco Services Partner Program.

IMPORTANT NOTE: The individual service offers within each family are not covered in this program guide. For information about specific service offers accessed through the Cisco Services Partner Program, please review Build Your Services Portfolio found in the left navigation bar at http://www.cisco.com/web/partners/services/cspp/downloads/eligibility-requirements-playbook.pdf.

http://www.cisco.com/web/partners/services/cspp/downloads/eligibility-requirements-playbook.pdf



Cisco Services Partner Program Offer Eligibility The Cisco Services Partner Program eligibility framework is designed to allow partners to access specific service offers that align to their customers’ needs. Offer eligibility requirements are based on partner investments in Cisco Channel Partner Program certifications, specializations, and designations; are intended to ensure consistency across all partner types and service offerings; and are applied to a partner’s business entity at a regional or country level.

Offer Eligibility Requirements Cisco Branded Services: All Cisco partners enrolled in the Cisco Services Partner Program are eligible to resell Cisco Branded Services. Eligibility for Collaborative Services will be determined by the breadth and/or architecture-based eligibility of a partner’s capabilities.

Breadth is determined by the achievement of Cisco certifications as well as successful completion of required assessments. Architecture-based eligibility of a partner’s investment is determined by their Cisco specializations, designations, and Authorized Technology Provider (ATP) status to recognize strong service delivery expertise in specific technologies.

In addition, minimum services sales and delivery performance requirements may also define services offer eligibility. Specific detailed information for both Breadth and Architecture-based eligibility is outlined in the Performance Management Appendix and Performance Management Appendix Exhibit located at: www.cisco.com/go/cspp.

Additional eligibility requirements for both Cisco Branded and Collaborative Services are not covered in this program guide, and can be found in the Build Your Services Portfolio at http://www.cisco.com/web/partners/services/cspp/downloads/eligibility-requirements-playbook.pdf.

Entry Eligibility for PSS Partners can qualify for access to Partner Support Service by meeting the defined breadth and/or architecture-based eligibility requirements outlined under Build Your Services Portfolio, found at http://www.cisco.com/web/partners/services/cspp/downloads/eligibility-requirements-playbook.pdf. In addition, these partners must meet the region-specific sales performance requirements for the measurement periods defined in the Performance Management Exhibit for 1T partners located at www.cisco.com/go/cspp prior to requesting access to PSS. Table 1 provides the performance metrics and measurements period for entry eligibility for PSS. Additional details on the entry eligibility requirements is provided in the Performance Management Appendix.

Ongoing Eligibility for Partner Support Services Ongoing eligibility requirements for Collaborative Services, which may vary by service offering, are designed to help ensure continued partner performance. The requirements are based upon the partner’s ability to maintain entry eligibility requirements (certifications, audits/assessment, specializations, and designations), as well as the partner’s ability to meet delivery performance requirements for PSS as defined in the Total Program View (TPV tool. For more information, refer to the Total Program View Tool at: http://www.cisco.com/go/tpv.

For the business rules governing entry and on-going eligibility for Partner Support Service, review the Cisco Services Partner Program Performance Management Appendix located at: www.cisco.com/go/cspp.

Cisco Services Partner Program Compensation and Performance Management Cisco Services Partner Program Compensation Framework The Cisco Services Partner Program offers a globally consistent, performance-based partner compensation model designed to reward the quality and value of the partner-to-customer relationship.





http://www.cisco.com/go/tpv




The Cisco Services Partner Program compensation framework is based on the simple principle that partners are rewarded for providing greater value to the customer. It consists of two primary components (1) Discounts and (2) Earned Performance Rebates.

Partners transacting business through Cisco China Company Limited are not eligible for rebates under CSPP, but are instead eligible for the earned performance discounts. In addition to the earned performance discounts, upfront discounts, as in the other regions, are also provided. Earned Performance Discounts will be earned quarterly on the eligible technical support net bookings (after discounts and adjustments), provided that minimum performance metrics are met.

In some countries, an alternative discount, other product clause, and/or a coverage transfer discount may apply.

Detailed information on each of the performance rebates/earned performance discounts, and performance metric calculations can be found in the Cisco Services Partner Program Performance Management Appendix located at www.cisco.com/go/cspp.

Cisco Services Partner Program Performance Management Performance management is a key component of the Cisco Services Partner Program, as it plays a central role in determining a partner's total compensation as well as determining eligibility for specific offers available through the program. The Performance Management Appendix provides the specific details surrounding both the Architecture-Based and Breadth Eligibility Requirements for Collaborative Services, as well as Performance-Based Eligibility Requirements for Partner Support Service.

For the business rules governing the architecture-based and breadth eligibility requirements for collaborative services, the performance-based eligibility requirements for PSS, as well as the loss and reinstatement of Partner Support Service as a result of sales and delivery performance eligibility requirements, review the Cisco Services Partner Program Performance Management Appendix, found at www.cisco.com/go/cspp.

http://performance/





Appendix A: Eligibility, Compensation, and Performance Management for Cisco Multinational and Global Certified Partners

Eligibility for Cisco Multinational and Global Certified Partners Cisco Global Certified Partners may use Collaborative Technical Support Services, such as Partner Support Service, for a customer on the Global and Multinational Customer List within any multinational region in which they are certified and have:

• Fully transitioned to the Cisco Services Partner Program,

• A local business entity and contractual status with Cisco, and

• At least Registered Partner status

The Global and Multinational Customer List is generated by combining Fortune and Business Week 1000 companies with our global and emerging multinational accounts. When selling to a customer not on the Global and Multinational Customer List, partner must meet offer eligibility requirements in the destination

Compensation for Cisco Multinational and Global Certified Partners

Cisco Multinational and Global Certified Partners can apply their Gold discount to all eligible global and multinational Collaborative Technical Support transactions for a customer on the Global and Multinational Customer List. For example:

If a Multinational Certified Partner has a Cisco Gold Certification in country A and a Cisco Premium Certification in country B, and sells services to a customer on the Global and Multinational Customer list with sites in countries A and B, the partner can apply the Gold discount to both locations.

Performance Management for Multinational and Global Certified Partners

Cisco Multinational and Global Certified Partners will have the option to have their performance metrics measured at a rolled-up level, covering the geographic areas as currently defined for Multinational Certification as follows (“Multinational Regions”):

• United States and Canada

• Emerging Markets—Latin America

• Emerging Markets— Middle East, Russia and Commonwealth of Independent States, Pakistan and Africa, excluding South Africa

• European Economic Area, Switzerland, Israel, Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro, Serbia, and South Africa

• Asia Pacific, including India

• Japan

• Greater China, including Hong Kong and Taiwan

Partners with Global or Multinational Certification in more than one Multinational Region will be able to specify their option for individual regions; partner-specific roll-up requests other than the above will not be available. Partners may make changes to their roll-up selections on an annual basis in accordance with the Cisco fiscal year calendar. Requests for changes to partner roll-up selections must be received by Cisco no later than June 30th in order to be effective for the following fiscal year.

http://www.cisco.com/web/partners/program/certifications/global_list.pdf



Performance measured at the rolled-up levels defined above will be used in the determination of rebates, ongoing eligibility for Partner Support Service, and access to the Services Sales Discount Incentive, where applicable. Rebate-eligible bookings will be tracked and potential rebate payment amounts calculated at the country or country-group level. Rebate payments will be made at the country-group level.

Cisco Global and Multinational Certified Partners selling PSS can opt to enable their new location for PSS when the partner’s entity meets all other entry eligibility requirements through either the Resale or Cloud and Managed Services Program. The partner’s new Cisco Services Partner Program entity will not be required to meet the entry eligibility metrics thresholds when the partner does not have any sales metrics in Total Program View.



Appendix B: PSS Eligibility and Compensation for Cloud and Managed Services Certified Partners

Partner Support Service Eligibility for Cloud and Managed Services Certified Partners Partners participating in the Cisco Services Partner Program that have met eligibility requirements for Partner Support Service under the Cloud and Managed Services Eligibility Path (defined on the Build Your Services Portfolio site located at http://www.cisco.com/web/partners/services/cspp/downloads/eligibility-requirements-playbook.pdf) at any location globally may take advantage of their Cloud and Managed Services Master Certification and request to purchase the offer in another location, provided that the partner:

• Has entered into the System Integrator Services Amendment, which includes or contains by reference the terms and conditions of the Cisco Services Partner Program, in that location;

• Holds a Cloud and Managed Services Program Master Certification AND have been audited for Master Certification in the country (group) of purchase OR are Premier or Gold certified in the country of purchase;

• Has the minimum number of Cisco Powered service designations, where required;

• Has a purchasing relationship and in good standing with Cisco in the country or country-group of purchase;

• And that Partner Support Service offers are available within that location.

Partner Support Service Compensation for Cloud and Managed Services Certified Partners

• Partners will receive the Cloud and Managed Services Master Certification and Cisco Gold Certification level discount wherever they qualify to purchase Partner Support Service, by virtue of their Master Certification, regardless of their resale certification level (Gold or Premier).

• Partners will also be eligible for any earned incentives available in that country or country group.

• Performance metrics and all incentives will be determined at the country or country group level.

Reference the Cisco Services Partner Program Performance Management Appendix found at www.cisco.com/go/cspp for more information on country and regional compensation opportunities.





Appendix C: Global Gold – Technical Services: Cisco Services Partner Program Rules Summary For Technical Services, Cisco Global Gold Certified Partners will have access to Smart Net Total Care and, if qualified, access to Partner Support Service (PSS) globally. To qualify for PSS globally, Global Gold Certified Partners must pass the Technical Services Validation audit in each of the regions defined for the Global Gold Certification (Americas, EMEAR, APJ, and Greater China).

Global Gold Certified Partners who qualify for access to PSS will have additional services flexibility when ordering PSS, compared to the access currently in place for both Global Certified Partners and partners without a Global Certification. Global Gold Certified Partners will now be able to order PSS from any registered country into any registered country for any customer. Access to any restricted PSS offers requires the partner to meet local country eligibility criteria.

When ordering PSS from any registered country into any registered country for any customer, Cisco Services Partner Program theater-based discounts for all services apply and are based on where the services are being delivered.

Global Gold Certified Partners must meet initial and ongoing PSS eligibility criteria for both sales and delivery performance criteria as follows:

Sales Metrics

Metric Target

Consolidated Attach Rate Limited Lifetime Warranty 80%

Renewal Rate 70%

Delivery Performance

Service Request (SR) Ratio 75

Return Materials Authorization (RMA) Ratio 130

Note: Results will be measured on a global basis based on the weighted average of performance across the Cisco Services Partner Program theaters.

Any rebates paid under the Cisco Services Partner Program will be based on where the bookings are credited and the specific Cisco Services Partner Program theater compensation rules (US/C, LATAM, EEA, MEAR, Japan, APAC, and Greater China).



Appendix D: Global Gold Incentive The Cisco Services Partner Program Global Gold Incentive is designed to compensate global partners for their investments made to achieve and maintain Global Gold status. Only recognized Global Gold certified partners qualify for this new Cisco Service Partner Program incentive, which is effective October 30, 2017. New Global Gold partners can begin participation in the first full quarter after achieving Global Gold status. Incentive Summary The new Cisco Services Partner Program Global Gold incentive is based on Cisco Services Partner Program Technical Services net bookings growth within defined Cisco Services Partner Program regions (United States /Canada (USC); Latam; Asia Pacific (APAC); Japan, Greater China, Middle East, Africa, Russia (MEAR) and European Economic Area (EEA). Cisco will not “adjust” bookings to move countries to and from regions. To earn the Global Gold incentive rebate, partners must have a bookings growth from 0 percent to 20 percent in any of the Cisco Services Partner Program regions (as identified above). The rebate will vary from 5 percent to 15 percent on the partners’ net bookings based on a linear calculation. The measurement for growth calculation is provided in diagram one. Measurement Definition:

(the sum of the most recent four quarters) - (the sum of the second most recent four quarters) The sum of the second most recent four quarters

Diagram 1: Measurement for Growth Calculation

To further explain the calculation of the rebate, diagram two and three are provided for illustrative purposes.



Diagram 2: Growth calculation for quarter two results

Calculate Growth $ = Sum of the most recent 4 quarters - Sum of the second most recent quarters

($107,000,000 less $100,000,000) = $7,000,000

Calculate Growth % =

Sum of the most recent 4 quarters - Sum of the second most recent quarters

Sum of the second most recent quarters ($107,000,000 less $100,000,000) = 7%

$100,000,000

The rebate percentage calculation is based on a linear scale. The seven percent growth attainment as calculated in diagram two, is equal to an 8.5 percent rebate percentage earned, as shown in the diagram three.

$107,000,000

Q2 Q3 Q4 Q1 Q2$25,000,000 $25,000,000 $25,000,000 $25,000,000 $32,000,000

$100,000,000

Sum of the most recent 4 quarters

Sum of the 2nd most recent 4 quarters



Diagram 3: Rebate percentage calculation

Rebate payment calculation: To calculate the rebate payment earned, the growth dollars is multiplied by the rebate percentage. As an example the rebate dollars of $7,000,000 x 8.5 percent (rebate percent) = $595,000 rebate earned and payable to the partner. Technical Service bookings data are based on Cisco Services Partner Program rules and as reported in Total Program View. For bookings that flow through Distribution and Distribution Sales Visibility (DSV) is recognized, there are two Technical Service bookings categories:

1. Eligible bookings: All the Enterprise Resource Planning, Regular Point of Sale, Channel Bookings Neutrality, and DSV bookings

2. Full filled bookings: All the Enterprise Resource Planning, Regular Point of Sale, Channel Bookings Neutrality and Distribution Sales Visibility bookings that are reported as post of sale.

Eligible bookings as of the first day of the calendar month following quarter close will be used for calculation purposes. Rebate payments will be paid quarterly and follow normal Cisco Services Partner Program rebate rules found in the Global Performance Management Appendix located at www.cisco.com/go/cspp. Note: Cisco reserves the right to exclude take-overs and mergers from the bookings growth calculation.

4.0%6.0%8.0%

10.0%12.0%14.0%16.0%

0% 1% 2% 3% 4% 5% 6% 7% 8% 9% 10%

11%

12%

13%

14%

15%

16%

17%

18%

19%

20%

21%Re

bate

Per

cent

Ea

rned

Growth Percent Attainment

Cisco Services Partner Program Global Gold Growth Incentive

8.5%




Regional Rebate Calculation The regional rebate calculation is determined by the overall net growth in the Cisco Services Partner Program region. Countries that contributed to the net growth within a particular region will be paid a portion of the rebate based on their positive growth. The rebate will not be rolled up to the region level, but paid at the country level (BE GEO ID). Table one below illustrates how the regional rebate is distributed.

Table 1. Distribution of the Regional Rebate Example.

Cisco Services Partner Program Region A

Total Regional Bookings Growth

Country Rebate Bookings

Percentage by Country

Rebate Payment

Country 1 $120,000 $120,000 30.0% $8,240 Country 2 $ 5,500 $ 5,500 1.4% $ 378 Country 3 $ (45,100) --- Country 4 $ 75,000 $ 75,000 18.7% $5,150 Country 5 $ 20,000 $ 20,000 5.0% $1,373 Country 6 $100,000 $100,000 25.0% $6,866 Country 7 $(57,000) --- Country 8 $ 25,000 $ 25,000 6.2% $1,717 Country 9 $( 30,000) --- Country 10 $ 55,000 $ 55,000 13.7% $3,777 $268,400 $400,500 100% $27,500

As shown in table one above, the overall growth for Cisco Services Partner Program region A was determined at the Cisco Services Partner Program GEO level, resulting in a rebate payout of $27,500. This table represents the distribution of that $27,500 rebate payment across the BE GEO IDs. The rebate payment ($27,500) takes into consideration:

• seven countries that experienced a positive bookings growth and the three countries that did not experience a positive growth

• percentage of countries that grew is calculated based on the $400,500 in country rebate bookings (as shown above)

• percentage that the country grew (as shown in the column titled “Percentage by Country”) is applied to the overall region rebate to determine the actual amount of rebate paid out to the country based on their contribution

Note: As stated in the Cisco Services Partner Program Rebate Rules reference in the Performance Management Appendix, Cisco cannot pay cash rebates earned in one country to another country.

Printed in USA SB/LWI-19962 07/2017

Prin ted in USA SB/LWI-19962 07/2017

cisco partner ecosystem · cisco branded services: all cisco partners enrolled in the cisco...

Documents