cisco pdi help desk · products supported by pdi help desk media experience engine (mxe) supported...

© Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Cisco PDI Help Desk

Tere StevensJaime Valencia

© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2

Agenda

Modelo PPDIOO Servicios que ofrece el equipo de PDI Tecnologías que soportamos Requisitos para el uso de PDI ¿Cómo contactarnos? PDI vs. Partner Helpline / PH+ Links de referencia


Modelo PPDIOOPlaneación

Toma de decisionesfinancieras.

PreparePrepare

Evaluación de la Red

Es posible que la redsoporte el sistema?

PlanPlan

Mantener el estado y“salud” de la redAdministración y

resolución deproblemas, etc.

OperateOperate

Implementación de la soluciónIntegración y configuración de la

red.

ImplementImplement

Diseño de la soluciónProductos, servicio,soporte, alineación alas guías de diseño.

DesignDesign

Optimizar y mejorarAdaptarse a cambios

y a nuevosrequerimientos.

OptimizeOptimizeCISCO

PARTNERS

CLIENTES


Servicios:

Apoyo en la planeación de upgrades y migraciones. (Por ejemplo D29) Asistencia en diseño de red apegado a guías de diseño. (No incluye infraestrucura de R&S,

Seguridad, VPN, NMS) Asistencia para configuración inicial y troubleshooting. (Etapa de Implementación)

El equipo de PDI soporta sistemas que no estén en producción y no maneja casos de acuerdo ala severidad/prioridad como en el TAC.

Soporte remoto en las fases de Planeamiento, Diseño, e Implementación(Soporte Pre-TAC)

PDI Help Desk – Servicios

Tecnologías soportadas:

Colaboración (UC) * Colaboración (UCCX/UCCE) Data Center Media Experience Engine (MXE) Physical Security Smart Grid Wide Area Application Services (WAAS)* Se tiene planeado soportar video en un futuro (Telepresencia)


¿Quiénes y cómo nos pueden contactar?

Partners que tengan una de las especializaciones requeridas así como SEs de Cisco. Soporte de 12 x 5 Respuesta Inicial SLA = ~1 hour

El uso de PDI está destinado a:

Ingenieros de diseño de red, Solution Architects, Field Engineers, Systems Engineers, etc. Para abrir casos usar la siguiente liga:

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

FAQs:

http://www.cisco.com/web/partners/tools/pdihd_faqs.html

Idiomas

Inglés (Todas las tecnologías) Español (UC)

PDI Help Desk - FAQs


PDI Help Desk - Contacto

Preguntas relacionadas al programa de PDI, no para abrir casos opreguntas técnicas:

Data Center [email protected] UC & UCC [email protected]

Physical Security [email protected] WAAS [email protected]

Smart Grid [email protected]


¿Qué servicios no ofrecemos/soportamos? Deliver Presales Presentations

Deliver Customer Demonstrations

Generate and review BOM's, help answering RFI/RFP

Assistance with SKU's, Pricing or Part Number's

Knowledge Transfer (onsite training)

Produce Intellectual Property (documents)

Provide local Language support

Detailed Low-level, Design review

Full Design production

Onsite Service and Support

Network Audit and assessments

Customization

Detailed Implementation Plan

Bug scrubs

End-to-End QOS validations

Provide information about release dates

Support for network in production

Provide a time estimate of how long an installation will take

PDI Help Desk - FAQs


PDI Help Desk – PH /PDI /TAC

PDI Help DeskPreventa Producción

P P D I O O

Contactar a:

Partner Helpline /Account Manager /

SE /TSN/PH

Contactar a:

PDI Help Desk

Contactar a:

TAC

Advanced Services

COMPRA IMPLEMENTACIÓN PRODUCCIÓN

PH http://www.cisco.com/web/partners/tools/helponline/index.htmlTAC http://tools.cisco.com/ServiceRequestTool/create/

“Technical Pre-Production”

Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 9

PH & TSN/PH+ Services Comparison

PH (Level 1): Generalist SE supporting low- to mid-level complexityPH+ (Level 2): Technology Specialist supporting mid- to high-level

complexity

Cisco Product ResearchPH PH+

Standard Architecture AssistanceSpecialized Support for Small & Mid-sized Segments (SMB)

Creation of Bill of Materials (BoMs)Product Pricing Assistance (List Price)Partner Programs and Tools Assistance

Find / Assemble / Validate a Cisco PresentationFind / Research Competitive Product Information

Participate in Customer Engagements associatedwith Registered Opportunities

Cisco Design Assistance with Validated BoM(Visio Diagram Included)

Response Time - Service Level Agreement (SLA) 6 Hr 4 Hr


PDI Help Desk Engagement Model (Cont)

Project Phase Description Supportedby PDI-HD

Open Case with

Presales Ordering Assistance, Netformx, BOM Creation, Part Numbers, Pricing,SKU's, RFP‘s

No Partner Helpline

Planning Installation, Upgrade and Migration Planning, Compatibility,Integration, Provide Processes and Resources Associated With SolidPlanning Best Practices

Yes PDI Help Desk

Design Network Design Review and Validation, Sizing, Scalability, Capacity,Feature Validation

Yes PDI Help Desk

Implementation Lab Testing, Production Pilot, Try and Buy, Proof of Concepts, InitialSetup and Configuration, Implementation Troubleshooting

Yes PDI Help Desk

In Production Break/Fix, P1 Support, 24/7, End Customer Sign-Off Has Occurred,SmartNet Contract Already In Place, Bug Confirmation, RMA's,Network Down, Go-Live Impacting, Production Impacting

No TAC

SeamlessTransfer

(Same CRM)


Productos SoportadosColaboración (UC)

Productos Soportados Productos No soportados

Communications ManagerCommunications Manager Express / SRSTUnityUnity ExpressUnity ConnectionEndpoints (IP phones, IP communicator, ATAs)Clients (CUPC, Jabber)Servers (MCS, UCS)Cisco Unified Attendant Consoles (CUxAC)Emergency ResponderIP/VC, VT Advantage / Video TelephonyPresence ServerVoice GatewaysMeetingPlaceUnified Border Element (CUBE)

BTS 10200PGWEGWNetwork Management Systems (CUOM, CUSM)End-to-End QOS validationWebex Meeting ServerCustom scriptsUC540/UC560TelepresenceHCS


Products Supported By PDI Help DeskCollaboration (UCC)

Supported Products Unsupported Products

UCC ExpressUCC Enterprise (with CUCM only)Customer Voice Portal (CVP)

Script Creation


Supported Products Unsupported ProductsUCS VMware Certified OS’s Certified Enterprise Apps B-Series Blade Servers C-Series Servers Chassis

Fabric Interconnects System Adaptors UCS Manager SAN Interconnect UC On UCS

UCS Uncertified OS’s Uncertified Enterprise Applications Uncertified Adapters Uncertified Storage

DC Switching / MDS Nexus Switches MDS Switches

DC Switching / MDS General Networking Issues - Routing, Switching

WAAS WAAS WAAS Mobile WAAS Express vWAAS

NME WAE WAVE NAM (WAAS VB)

WAAS ACNS ACNS-Virtual Blade General Networking Issues - Routing, Switching

Products Supported By PDI Help DeskData Center (Today)


Supported Products Unsupported ProductsVideo Surveillance VSM IP Cameras VMSS AVG Stream Manager Cisco Support Third Party Video Cameras

Video SurveillanceNon-Supported 3rd Party CamerasNon-Supported 3rd Party Encoders

IPICS IPICS RMS & LMR gateways CUCM SIP Trunking CUCM IP Phone Service

IPICS3rd Party Radio Integration to LMR Gateway

CPAMCisco Physical Access ManagerCisco Physical Access GatewayReader moduleInput moduleOutput module

CPAM

Video SLA Assessment Agent (VSAA) Software Acquisition and Installation Placement, Deployment and Remediation Assistance

Video SLA Assessment Agent (VSAA)

Products Supported By PDI Help DeskPhysical Security


Products Supported By PDI Help DeskSmart Grid


Connected Grid Routers Connected Grid Switches Implementation QA Process

TeleprotectionGeneral Networking Issues - Routing, Switching


Products Supported By PDI Help DeskMedia Experience Engine (MXE)


Media Experience Engine

CTS 500, 1000, 3000 Integration

CTMS, CTS Manager, CTS Express Integration

Tandberg E & C Series Endpoints Integration

Tandberg VCS Integration

Tandberg TCS Integration

Communications Manager (CUCM)

Infrastructure: IOS GK, CUBE, QoS

Cisco 9951, 9971, 7985, VTA, CUCiMOC

CUVC Products integration (MCU's, VC Manager)

Supported Endpoint (per compatibility matrix)

Endpoint configuration (not related to MXE)

Unsupported 3rd Party Endpoints


PDI - RequisitosTechnology Entitlement (Mínimo una de las siguientes)

Collaboration (UC) • Master Unified Communications

• Advanced Unified Communications

• Express Unified Communications

• ARP Unified MeetingPlace

• ARP Business Edition

• Cisco Distributors

• Cisco Systems Engineers

• Advanced Collaboration Architecture

• Express Collaboration Architecture

*** Próximamente ECS (Express CollaborationSpecialization)

Collaboration (UCC) • Advanced Unified Communications (UCCX Only)

• ATP CVP

• ATP UCC Enterprise



Data Center • ATP Data Center Unified Computing

• Advanced DC Networking Infrastructure

• Advanced DC Storage Networking

• Registered Partner (C-Series Only)




(Cont..) PDI - Requisitos

Technology Entitlement (Mínimo una de las siguientes)

Media Experience Engine • ATP Telepresence Video

• MXE Trained Partners



Physical Security • ATP Video Surveillance

• ATP IP Interoperability and Collaboration Systems

• ATP Access Control



Smart Grid • ATP Substation Automation



Wide Area ApplicationServices

• Advanced Routing & Switching

• Advanced Data Center Networking Infrastructure

• WAAS Field Engineer Exam

• WAAS Systems Engineer Exam




Links de Referencia

Planning, Design and Implementation Help Desk

http://www.cisco.com/web/partners/tools/pdihd.html

Partner Helpline

http://www.cisco.com/web/partners/tools/helponline/index.html

PDI FAQs

http://www.cisco.com/web/partners/tools/pdihd_faqs.html

Partner Relationship Team

http://tools.cisco.com/elearning/faqnet/faq/jsp/faqcontroller.jsp?action=faqList&module=FAQ&appid=11625&type=0:1&rootcatid=11625&resetfaq=1&list=

Partner locator

http://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do

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