1. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 How to Use Technical Services Portfolio Presentation  This presentation includes a full set of Cisco Technical Services slides. In some situations you may want to only show part of this deck depending on your audience For small-to mid-sized businesses refer to slide 28 For large businesses refer to slide 29 For service providers refer to slide 30  View this presentation in slide show mode in order to link to appropriate services from segment slides  Please read the speaker notes for Smart Care on slides 28 & 37

2. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 2 Speaker Name Cisco Services Technical Services Portfolio Overview © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID

3. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 3 Cisco Technical Services Keep your business running at peak performance 24x7 © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID

4. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 4 Industry Leading Support Technical Services Proactively Maintain Network Health and Operations  Today, the network must work…no matter what  Your success depends on the ability to communicate, collaborate, and innovate in real time  In today’s economy, you need support and services that lower operating costs  Smart proactive and predictive services resolve issues faster and increase network uptime

5. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 5 Cisco Technical Services Contents  Lifecycle Approach  Business Benefits  Why Cisco Technical Services  More Protection Than Warranty  Industry Recognition  Smart Service Capabilities  Technical Services Portfolio 5

6. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 6 Assess ReadinessDesign the Solution Implement the SolutionMaintain Network Health Operational Excellence Coordinated Planning and Strategy Meeting the Challenge A Lifecycle Approach to Service PreparePlanDesignOptimizeOperateImplement CustomerPartnerCisco

7. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 7 Business Benefits Keep Your Business Running In Real Time Increase network uptime and operational efficiency Lower operational costs Gain critical insight into network performance Strengthen IT security and compliance Extend the value of your IT investments

8. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 8 Why Cisco Technical Services? Consistently high customer satisfaction ratings A global organization and community of partners help you maintain network health Excellence in service supply chain, web-based support, and certification programs Industry-leading web services (Web 2.0) and technology-enabled collaboration and personalization Award-winning smart services for proactive network support 8 Recognized for industry-leading services innovation and support

9. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 9 More Protection Than Warranty WarrantyService Support Contract 24/7 TAC accessNoYes OS updates and upgradesNoYes Application software updates and upgrades NoYes Online technical resourcesNoYes Hardware replacement in as little as 2 hours NoYes Proactive diagnostics and alertsNoYes Renewable contractsNoYes

10. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 10 Cisco Services Industry Recognition Consistently recognized for industry-leading services innovation and excellence Best practices in service supply chain, web-based support, and certification programs Industry SurveysCertifications © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID Industry Awards

11. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 11 “Nobody can match Cisco’s Technical Services. I measure all of our vendor’s support against their standards.” Michael Takita Director of IT Frank, Rimerman & Co. LLP © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID

12. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 12 Cisco Technical Services Cisco offers a broad range of traditional support services and proactive technical services Industry-leading support capabilities are at the core of the Cisco Technical Services

13. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 13 Industry-Leading Support Capabilities Technical Assistance from TAC Online Technical Resources Advance Hardware Replacement OS Software Updates & Upgrades Application Software Updates & Upgrades Security Threat Mitigation Remote Monitoring, Diagnostics, Alerts Engineering/ Operations Specialists Smart Services infuse capabilities with proactive intelligence Proactive Intelligence - Smart Services Extended Performance Capabilities Foundational Capabilities

14. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 14 Proactive Intelligence - Smart Services Diagnostics and alerts provide proactive intelligence to strengthen each service capability © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 14

15. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 15 Smart Services Diagnostics and alerts provide proactive intelligence to strengthen each service capability Predict Alerts help enable issue resolution before network performance degrades Resolve Proactive intelligence results in increased network uptime Diagnostics provide insight into network health Discover

16. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 16 Technical Assistance from TAC Resolve Issues Quickly Direct access to Cisco Technical Experts  Highly-trained network and application software engineers worldwide  Computer science/electrical engineering degrees  Engineering staff averages 5 years of industry experience  CCIE professionals  Expertise in a broad array of technologies  24x7 global access by phone, web, or email

17. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 17 Superior Service Worldwide 24-Hour Hardware Replacement coverage Globally consistent services Global Coverage  Hardware replacement in over 120 countries  170,000 parts delivered quarterly  220,000 service requests quarterly Global Center Regional and Satellite Center

18. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 18 Online Technical Resources Increase Productivity Solve issues with online resources Anytime Access to Information Automated troubleshooting tools Personalized content and solutions Collaborative Support Wiki Over 80% of all network issues solved online Lower Operating Expenses Faster issue resolution Open and track service requests online Improve Staff Competencies Extensive technical knowledge library Certification training information

19. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 19 Advance Hardware Replacement Maintain Network Operations Time-sensitive delivery of replacement hardware Globally consistent, remote and onsite support Exceptional diagnostic and part-sparing programs 1000+ fulfillment depots Flexible replacement options to meet your support needs Minimize the risk of potential network downtime Coverage in over 120 countries

20. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 20 OS Software Updates and Upgrades Maintain the Resiliency of Your Cisco Network Protect your OS investment Increase performance of current features Add new functionality, often without additional hardware investment Extend the life of Cisco devices Enhance availability and stability of your network and business applications

21. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 21 Application Software Updates and Upgrades Strengthen the Functionality of Your Cisco Applications Maintain the stability of your network and access to critical business applications Strengthen availability, functionality, and reliability of applications Resolve technical issues faster with access to application specialists Increase application functionality with major upgrade releases Build in-house expertise with access to online resources

22. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 22 Application Support Complements Hardware Support Application Software Support Services Hardware Support Services Advance Hardware Replacement OS Software Updates & Upgrades Application Software Updates & Upgrades OS software support is separate from application software support For complete coverage, application software services should be added to hardware support

23. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 23 Remote Monitoring, Diagnostics and Alerts Proactively Manage Network Performance and Reliability Improve uptime and operational reliability through full service network management Detect and resolve issues often before performance is impacted Gain network visibility through personalized web portal Utilize out-tasking approach while retaining control of your network Streamline support staffing Ease advanced technology adoption

24. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 24 Security Threat Mitigation Protect Network, Data and Business Continuity Proactively maintain the integrity of sensitive information and increase network uptime with security intelligence Identify, monitor, and remediate security threats Web-based reporting of personalized network threat alerts Get information on the latest security threats with signature file updates Receive customized, timely, accurate, vendor-neutral security intelligence

25. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 25 Engineering and Operations Specialists Maintain Business Critical Operations Receive personalized attention from experts to solve issues quickly Priority Response Expedited access to specialized engineers Personalized Service Designated operations manager Designated engineer with comprehensive knowledge of your network Onsite Experience SMARTnet onsite field engineer Onsite hardware replacement

26. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 26 Cisco Technical Services Portfolio

27. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 27 The Right Services to Meet Your Needs Services Designed for Business Segments Service Provider Large Business Small and Medium Business

28. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 28 Technical Services* for Small and Medium Business (SMB)  Cisco SMARTnet Service  Cisco Smart Care Service  Cisco Smart Foundation Service SMB Smart Business Services *Select the Service to View More Details  Cisco Services for Integrated Service Routers (ISR)  Cisco Security IntelliShield Alert Manager Service  Cisco Software Application Support Services  SMARTnet Service for Smart Business Communication Systems (SBCS) Additional Services

29. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 29 Technical Services for Large Businesses Services Support the Following Technologies  Data Center Unified Computing  Network Management  Routing and Switching  Security/Physical Security  TelePresence  Video  Voice and Unified Communications  Mobility/Wireless Large Business *Select the Service to View More Details

30. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 30 Technical Services for Service Providers Services Support the Following Technologies  Data Center Unified Computing  Linksys One Service Node  Metro Ethernet  Network Management  Routing and Switching  Security  TelePresence  Video  Voice and Unified Communications  Wireless (Specifically Mobile Wireless) Service Provider *Select the Service to View More Details

31. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 31 Cisco Technical Services Purchase and Support Options Cisco Services Purchase direct from Cisco or partner, support delivered by Cisco Collaborative Services Purchase from partner, support delivered by partner and Cisco collaboratively Partner Services Purchase from partner, support delivered by partner

32. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 32

33. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 33

34. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 34 Back-Up Slides

35. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 35 Cisco SMARTnet Service Customer Profile Any size business, any number of Cisco devices Network is critical to mission critical Skilled IT staff who require direct access to Cisco engineers and want flexible device-level coverage Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features Advance hardware replacement— (NBD, 2-hour, 4-hour and/or onsite engineer) 24 x 7 global access to the Cisco TAC for help with configuration, diagnostics, recommendations Cisco.com knowledge base and tools Smart Call Home proactive diagnostics and real-time alerts on select devices OS software updates and upgrades Anytime access to Cisco engineers and extensive technical resources for rapid issue resolution

36. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 36 Cisco SMARTnet for Smart Business Communication Systems (SBCS) Customer Profile Voice network is mission critical to business Needs responsive support with device level coverage that meets budget requirements Small business up to 48 network users Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features 24 x 7 global access to the Cisco Technical Assistance Center (TAC) for help with configuration, diagnostics, recommendations Advance hardware replacement—(NBD, 2-hour, 4-hour and/or onsite engineer) Application and operating system software updates and upgrades Access to the extensive Cisco.com knowledge base and tools Anytime access to Cisco engineers for rapid issue resolution and complete, solutions-level technical support for Smart Business Communications Systems

37. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 37 Cisco Smart Care Service Customer Profile Businesses with 50–600 network users and up to 105 devices* Network is critical to business Limited IT expertise; wants network-level coverage Sales and Delivery Sold Certified Partners, delivered collaboratively by Cisco and partners Service Capabilities and Features Proactive network-wide monitoring, assessments, and notifications Advance hardware replacement—NBD or 4 hour option 24 x 7 partner access to TAC Cisco.com knowledge base and Smart Care Portal Operating system software updates and upgrades Software application updates Technical support combined with proactive monitoring and assessments keep networks secure, and running optimally

38. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 38 Cisco Smart Foundation Service Customer Profile Businesses with data only networks, SMB-class products, and fewer than 250 network users (~50 or fewer network devices) Network is important, but not mission critical to business Needs responsive support with device level coverage that meets budget requirements Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features Advance hardware replacement—NBD Access to SMB TAC Call-back service during normal business hours (8am–5 pm) Response within one business day (varies per region) Cisco.com SMB knowledge base Online network troubleshooting tools designed for SMBs Operating system software updates Maintain network reliability and minimize disruption to business with entry-level technical support service

39. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 39 Cisco Software Application Support (SAS) Plus Upgrades (SASU) Customer Profile Any size business, any number of Cisco devices Network is critical to mission critical Needs responsive support Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features Registered access to Cisco.com 24 x 7 x 365 access to Cisco Technical Assistance Center (TAC) Application software updates Application software upgrades (SASU only) Strengthen availability, functionality and reliability of Cisco software applications with updates and upgrades combined with access to Cisco software application specialists

40. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 40 Cisco Focused Technical Support Services Customer Profile Network is mission critical to business Customer has own IT staff for day to day support but wants Cisco experts to focus on rapid issue resolution Sales and Delivery Sold by Cisco, delivered by Cisco Service Capabilities and Features High-Touch Operations Management Service Designated Operations Manager responsible for case management, regular conference calls, data analysis, instructional sessions, major customer event notification (8x5) High-Touch Technical Support Service 24 x 7 priority access to Cisco specialized technical support team High-Touch Engineering Service Designated engineer provides network level problem resolution (8x5), problem root-cause analysis, and software referrals Expedite issue resolution with priority handling of network operations issues from designated Cisco team of network experts who have comprehensive knowledge of your network

41. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 41 Cisco Security IntelliShield Alert Manager Service Customer Profile Network is mission critical to business Needs proactive support for a more secure network Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features Updates on threats and vulnerabilities that may impact network enabling devices, software, or IT infrastructure Built-in tools to proactively manage intelligence within organizations Configurable portal with flexible service packages Detailed information; historical coverage of approximately 10,000 alerts Correlation of Cisco IPS signatures Easily access and receive timely, vendor-neutral intelligence about potential threats and vulnerabilities in your environment

42. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 42 Cisco Remote Management Services Customer Profile Medium to large enterprises that want system-level management Network is critical to business Limited IT resources/Needs assistance with operating network Sales and Delivery Sold by Cisco, delivered by Cisco Service Capabilities and Features Global network operations centers provide day-to-day network management Available for Unified Communications, TelePresence, Data Center, Contact Center, DMS, Security, and Foundation Technology Incident Management Configuration Management Problem Management Release Management Change Management Security Admin Expedite issue resolution with priority handling of network operations issues from designated Cisco team of network experts who have comprehensive knowledge of your network

43. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 43 Cisco Services for Integrated Service Routers (ISR) Customer Profile Voice network is mission critical to business Needs responsive support with device level and application coverage Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features All the components of Cisco SMARTnet All the components of SASU for voice applications Integrated Service Router (ISR) bundles take advantage of ISR features such as tightly integrated voice applications and wire-speed performance

44. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 44 Cisco Services for Intrusion Prevention Systems (IPS) Customer Profile Network is mission critical to business Customer has own IT staff for day to day support but wants Cisco experts to focus on rapid issue resolution Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco and partners Service Capabilities and Features Advance hardware replacement—(NBD, 2-hour, 4-hour, onsite) 24 x 7 direct customer access to Cisco Engineers at the TAC Cisco.com knowledge base and tools Operating system and application software updates and upgrades Signature file updates IPS Search Access Get up-to-date security intelligence, signature file updates, and comprehensive support for your Cisco IPS

45. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 45 Cisco TelePresence Essential and Select Operate Service Customer Profile Real-time, face-to-face virtual meetings are critical to business Needs highly responsive full support Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features Essential Operate Service Anytime access to highly trained professionals Optional onsite technician for hardware replacement Application software updates Registered access to Cisco.com knowledge base Advance hardware replacement: NBD, 8x5x4, and 24x7x4 Select Operate Service Remote Management maximizes solution availability Expert Incident Management Utilization and Management Reporting Configuration and Change Mgmt Minor Software Upgrades End User Help Desk (Concierge) Get system level support to deliver a seamless experience across the Cisco TelePresence System, providing high availability, reliability and operational efficiency

46. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 46 Cisco Unified Communications Essential Operate Service Customer Profile Any size business deploying Cisco Unified Communications that wants to promote greater operational reliability Sales and Delivery Sold by Cisco and Certified Partners, delivered by Cisco and partners Service Capabilities and Features 24 x 7 direct customer access to Cisco Engineers at the TAC Cisco.com knowledge base and tools Software Application Support and Minor Updates (Cisco SMARTnet Service can be purchased separately for hardware and OS support) Upgrade Major upgrades require both Essential Operate and Unified Communications Software Subscriptions Maintain the high availability, security, and operational efficiency of your Cisco Unified Communications network

47. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 47 Cisco Unified Communications Software Subscription Customer Profile Any size business deploying Cisco Unified Communications that wants to promote greater operational reliability Sales and Delivery This is a product not a service. To receive service for your Cisco Unified Communications system, see Cisco UC Essential Operate Service Cisco UC Essential Operate Service Service Capabilities and Features Major software version upgrades of various Cisco Unified Communications products 1-, 2-, or 3-year subscription Requires the purchase of Cisco UC Essential Operate Service Must be purchased within 90 days of an initial system purchase Enhance your communications system and increase business value with an economical and timely approach to upgrade to the latest Cisco UC software applications

48. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 48 Cisco SP Base Service Customer Profile Service Providers who have a production network that delivers services to their customers Network is mission critical to business Needs responsive support with device level coverage Sales and Delivery Sold by Cisco, delivered by Cisco Service Capabilities and Features Registered access to Cisco.com Access to Cisco TAC Cisco OS Software updates Advance hardware replacement (option) Onsite field engineer (option) Cisco SP Base support, offered specifically for service providers, offers the first step in providing the support needed to keep production networks up and running

49. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 49 Technical Services for Large Business  Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels  Cisco Software Application Support (SAS) Service Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists  Cisco Software Application Support plus Upgrades (SASU) Service Increase application functionality with major upgrade releases in addition to regular updates and access to Cisco software application specialists  Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite  Cisco Foundation Technology Remote Management Services Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem isolation and resolution, and repair oversight

50. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 50 Technical Services for Large Business Routing and Switching  Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels  Cisco Software Application Support (SAS) Service Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists  Cisco Software Application Support plus Upgrades (SASU) Service Increase application functionality with major upgrade releases in addition to regular updates and access to Cisco software application specialists  Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite  Cisco Foundation Technology Remote Management Services Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem isolation and resolution, and repair oversight

51. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 51 Technical Services for Service Provider  Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels.  Cisco SP Base Service Receive the support you need as a Service Provider (SP), to keep your production network up and running. SP Base Onsite is also available.  Cisco Software Application Support (SAS) Service/SASU Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates and access to Cisco software application specialists. Option for major upgrade releases (SASU).  Cisco Focused Technical Support Services Receive priority handling of network operations issues from a designated Cisco team of industry leading network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is primed to evolve quickly and keep pace wit your critical business demands. SMARTnet or SP Base is a prerequisite.

52. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 52 Cisco Unified Communications Services  Cisco SMARTnet Service (Hardware and OS) (Hardware and OS) Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices.  Cisco Unified Communications Essential Operate Service (ESW) Maintain the high availability, security, and operational efficiency of your Cisco Unified Communications network applications.  Cisco Unified Communications Software Subscription Enhance your communications system and increase business value with an economical, timely approach to upgrading to the latest Cisco technology. (software product only, support not included).  Cisco Services for Integrated Service Routers Device level support includes application coverage for integrated service router (ISR) bundles to take advantage of tightly integrated voice applications and wire-speed performance.  Cisco Unified Communications Remote Management Services Comprehensive managed service solution that provides monitoring, issue resolution, and 24-hour management of converged network infrastructure.

53. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 53 Cisco Unified Computing Services  Unified Computing Warranty Plus Offers flexible advanced parts replacement coverage, including an option for around-the-clock onsite parts replacement in as little as two hours. You can access Cisco support professionals anytime to determine if a hardware RMA is required. Includes BIOS and driver updates and Unified Computing Server Manager (UCSM) software updates and upgrades.  Unified Computing Support Service Expert technical support for entire Cisco Unified Computing System, including triage for hardware and software integration issues. You get proactive diagnostics, real-time alerts, and around-the-clock access to Cisco’s award-winning TAC from anywhere in the world. Includes flexible hardware replacement options, ongoing updates of Cisco software, and access to online technical resources to help you maintain optimal efficiency and uptime of your Unified Computing System. If you purchase your server operating system or virtualization software from Cisco, you get 24-hour support for that third party software as well.  Unified Computing Mission-Critical Support Service Includes everything in the Unified Computing Support Service plus an assigned technical account manager to provide a single point of contact for all your support issues and direct access to high-level Cisco TAC engineers. You also have the option of bringing a field engineer onsite to help you proactively address potential issues.

54. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 54 Cisco Technical Services for Security  Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service (Prerequisite for Cisco Security Services) For hardware and OS support on your security products other than IPS solutions. Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location and to help ensure the network operates at the highest levels.  Cisco Security IntelliShield Alert Manager Service Easily access and receive customized, timely, accurate, vendor-neutral security intelligence without time consuming research to prevent, mitigate, and help quickly remediate potential IT attacks.  Cisco Services for Intrusion Prevention Systems Keep your Cisco IPS solution current on the latest threats with timely information, signature file updates, and comprehensive support so malicious or damaging traffic is accurately identified, classified, and stopped.  Cisco IPS Signature Management Service (US and Canada Only) Manage a rapidly changing security environment with remote release management and remote signature tuning of your Cisco IPS.  Cisco Security Remote Management Services Cost-effectively manage security across your entire network by monitoring and managing access control, intrusion prevention systems, and your virtual private network infrastructure.

55. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 55 Cisco TelePresence Services  Cisco TelePresence Essential Operate Service Maintain the high availability, security, and operational efficiency of your Cisco TelePresence solution with system level support.  Select Operate is the Remote Management Service for TelePresence Ensure the high availability, security, and operational efficiency of your Cisco TelePresence solution with proactive system level monitoring, incident, configuration and change management with utilization and management reporting. Single point of contact for everyday issues via optional Remote Assistance Service.