1. Cisco Confidential 1 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Instructions for Navigating in the Training Module This training module is best viewed in Slide Show mode. Click on the PowerPoint slide show icon at the bottom of the screen. To proceed to the next step, click the mouse, or use the “PgDn” or Down Arrow key on your keyboard. To return to the previous step, right click and select “Previous” from the menu, or use the “PgUp” or Up Arrow key on your keyboard. To end the presentation, right click and select “End Show” from the menu, or use the “Esc” key on your keyboard.

2. Cisco Confidential 2 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 What are different ways to manage Service Access using SAMT? To give users access to utilize the services under the Terms and Conditions of one or more service contracts, you need to make an association between a user and the contracts. This can be done by: To determine how to best manage service access using SAMT, review the scenarios on the following slides. These will help you decide how best to manage service access using SAMT based on your business needs. Contract Number Associating individual contracts directly to the user’s Cisco Account. Bill-to ID Associating a Bill-to ID (BID) to the user’s Cisco Account, which will allow the user to obtain support for any contract – current or future – created using that BID.

3. Cisco Confidential 3 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Scenarios: Different ways to manage Service Access using SAMT My company is managing my end-customers’ networks for them. All of my technical staff members need access to all of my customers’ contracts. I purchased my contract directly from Cisco and have a team of people managing our corporate network who need access to all of my contracts. OR Cisco recommends enabling Support Access via the Bill-to ID Providing your users with support access via the BID will enable your technical team to obtain support using any of the contract numbers that have been purchased under that BID, as well as any future contracts that you purchase under that BID.via the BID

4. Cisco Confidential 4 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 I am a customer who purchased my contracts from a Cisco Partner, and I have a team of people managing our corporate network who need access to all of our contracts. I am a Cisco partner who manages end customers’ networks for them. I have staff dedicated to support each individual customer. Cisco recommends enabling Support Access by Contract Number Provide support access by Contract Number, associating individual contracts to each user who needs access.by Contract Number I am a Reseller and I purchase contracts through Distribution. I need to assign contracts to my end-customers. OR Scenarios: Different ways to manage Service Access using SAMT

5. Cisco Confidential 5 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Scenarios: Different ways to manage support access using SAMT I am a Cisco Partner who is managing my end customers’ networks for them using a Partner -Branded Support program. I want my end customers to be able to download their own software updates, but not open support cases. Cisco recommends enabling Software Access to Contracts Provide access only to software downloads, by Contract Number, associating individual contracts to each user who needs access.associating individual contractsuser who needs access

6. Cisco Confidential 6 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Using Bill to ID - Summary & Link to More Information Allows Administrators to give a user Support Access to all contracts for a Bill-to ID. If the user is enabled for support access via the Bill-to ID, the individual will be able to use all the Contract Numbers under that Bill to ID for Technical Support. When a new service Contract is purchased under this Bill-to ID, the user will automatically be able to use it for Technical Support. Primary users: Companies that purchase contracts directly from Cisco and who want their users to be able to use all of their contracts for Technical Support. Using Bill to ID – Support Access Click here to go to the Overview of Managing Access for a Bill to ID training module Click here to go to the Overview of Managing Access for a Bill to ID training module

7. Cisco Confidential 7 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Using Contract Number - Summary & Link to More Information Allows Administrators to assign individual Contract Numbers in Cisco Account profiles so those individuals can obtain Technical Support from Cisco. Every contract needs to be added to the user’s Cisco.com profile. Primary users: Companies that purchase contracts through a Cisco partner. Using Contract Number – Support Access Click here to go to the Managing Access for a Contract training module

8. Cisco Confidential 8 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Software Download Only - Summary & Link to More Information Allows Administrators to assign Partner- Branded Contract Numbers to the Cisco Account profiles of their end-customers, so those individuals can download software. These users will not be able to open TAC cases for these Partner-Branded Contracts. Primary users: 1-Tier partners who provide network support for end- customers, and who want to give their end-customers access to download software. Using Contract Number – Software Download Access Click here to go to the How to Reject or Accept a Software Download Request training module Click here to go to the How to Grant, Revoke, or Update Software Access training module

9. Cisco Confidential 9 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 * For Partner-branded contracts only, access for end-customer to download software. Types of Service Access What types of service access can you manage using the Service Access Management Tool (SAMT)?

10. Cisco Confidential 10 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Types of Access that Cannot Be Provided Using SAMT You cannot use SAMT to manage access to these tools.

11. Cisco Confidential 11 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015

12. Cisco Confidential 12 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: Partners with Partner-Branded Contracts Use “Manage by BID” for your own employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).via the BID(s)SAMT support Don’t use “Manage by Contract” for your own employees. Do not add your individual service contracts or provide software download access to your company’s employees. They will already have access to all of your contracts once you have enabled it via the BID(s).via the BID(s) Give temporary access to 3 rd Party Integrators. Give contract access to 3 rd party integrators, but use the Expiry Date option (see slides 5 - 6) for temporary assignments, to ensure that contract access is automatically removed when they should no longer have it.Expiry Date option Partners with Partner- Branded Contracts Questions? Contact SAMT support.Contact SAMT support

13. Cisco Confidential 13 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: Partners with Partner-Branded Contracts (continued) Grant only Software Download access to your end customers. Have your Partner-branded contract customers only request software download access, and in SAMT provide them with software download access. That way, they will not be able to obtain TAC support or software upgrades directly from Cisco, preventing impacts to your Partner metrics and discount.requestsoftware download access Set up customers as SAMT Contract Admins. If your company also resells SMARTnet contracts, you can request SAMT Administrator access for your end-customers who have their own individual Cisco SMARTnet contracts. That way, they can manage contract access for their own users. Submit a SAMT admin request with the Cisco Account IDs of the administrators and their contract numbers.Submit a SAMT admin request Exercise maximum control over your BIDs and contracts. Lock each of your Partner-branded contracts, or Use BIDs to lock just your Partner-branded contracts. Cisco will not be able to add Partner-branded contracts to anyone – only you will be able to. However, when a user requests access to a SMARTnet contract via the Cisco Account Profile application or by contacting Cisco directly, they can still get support access to their non- Partner-branded contracts.Lock each of your Partner-branded contractsUse BIDs to lock just your Partner-branded contracts Partners with Partner- Branded Contracts (continued) Questions? Contact SAMT support.Contact SAMT support

14. Cisco Confidential 14 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: Distributors and Direct Purchase Set up 2-Tier Partners as SAMT Admins. SAMT admin access allows resellers to directly manage access for their contracts. Submit a SAMT admin request with the list of the reseller’s Cisco Account IDs of the reseller’s administrators and their BIDs.Submit a SAMT admin request Distributors Use “Manage by BID” for your employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).via the BID(s)SAMT support Customers with a Direct Purchasing Relationship with Cisco Questions? Contact SAMT support.Contact SAMT support

15. Cisco Confidential 15 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: 2-Tier Partners Use “Manage by BID” for your employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).via the BID(s)SAMT support Give temporary access to 3rd Party Integrators. Give contract access to 3rd party integrators, but use the Expiry Date option (see slides 5 - 6) for temporary assignments, to ensure that contract access is automatically removed when they should no longer have it.Expiry Date option 2-Tier Partners Questions? Contact SAMT support.Contact SAMT support

16. Cisco Confidential 16 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: Resellers who Purchase through a Distributor Set up customers as SAMT Contract Admins. If your company resells SMARTnet contracts, you can request SAMT Administrator access for your end-customers who have their own individual Cisco SMARTnet contracts. That way, they can manage contract access for their own users. Submit a SAMT admin request with the Cisco Account IDs of the administrators and their contract numbers.Submit a SAMT admin request Partners (Cisco Resellers) who Purchase through a Distributor Questions? Contact SAMT support.Contact SAMT support

17. Cisco Confidential 17 © 2013-2015 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2015 Best Practices: SMARTnet Customers Set up customers as SAMT Contract Admins. Customers with five or more SMARTnet contracts and multiple users can get access to SAMT to manage access for their own contracts. Cisco resellers can request access to SAMT on behalf of the end-customer. Submit a SAMT admin request with the list of Cisco Account IDs and contract numbers.Submit a SAMT admin request Customers with SMARTnet Questions? Contact SAMT support.Contact SAMT support