1. © 2006 Cisco Systems, Inc. All rights reserved. SMB-1 Cisco Services Gabor Radanyi gradanyi@cisco.com

2. © 2006 Cisco Systems, Inc. All rights reserved. SMB-2 What is Cisco Warranty?

3. © 2006 Cisco Systems, Inc. All rights reserved. SMB-3 Differences between Services and Warranty Warranty for Hardware Software Warranty Technical Support SW Updates Minor Releases Major Releases Application SW Updates Registered Access to Cisco.com Advanced Replacement 90-Days/1 Year LIMIT HW 90 Days No ARS (10 days) CISCO SMART FOUNDATION SERVICES Anual Contracts Yes Minor Releases NO Portal with Management Tools designed for SMB Open cases 24x7; Replacement Next Business Day SMARTnet Anual Contracts Yes No Yes Standard: Next Bus. Day Delivery Options: 2-Hr, 4- Hr, Onsite LIMITED LIFETIME HARDWARE Lifetime (some internal parts limited to 5 years) 90 Days No ARS (10 Days)

4. © 2006 Cisco Systems, Inc. All rights reserved. SMB-4 Where are the Issues 40 40%40% ApplicationFailureOperatorsMistakes Source: GartnerGroup Software Issues Performance Issues Inconsistencies due to Managers Change Lack of Processes 20% Hardware Environment Issues Natural Disasters Technology Problems in the IT World

5. © 2006 Cisco Systems, Inc. All rights reserved. SMB-5 Warranty versus Services Warranty is : Only Hardware replacement if the part is broken No commitment of SLA No TAC support from Cisco No access to knowledge transfer resources No software updated or upgrades

6. © 2006 Cisco Systems, Inc. All rights reserved. SMB-6 Cisco Technical Support Services Portfolio

7. © 2006 Cisco Systems, Inc. All rights reserved. SMB-7 SMARTnet

8. © 2006 Cisco Systems, Inc. All rights reserved. SMB-8 SMARTnet Components Cisco OS Software Hardware Replacement Cisco.com Cisco ® TAC Extends the life of equipment and maximizes application technology investments Increases customer’s self-sufficiency and productivity with registered access to online tools and resources Complements customer’s in-house staff with highly-trained engineers, CCIE® engineers Minimizes the risk of potential network downtime with fast access to replacement of hardware parts DESCRIPTIONCOMPONENT

9. © 2006 Cisco Systems, Inc. All rights reserved. SMB-9 SMARTnet Service Levels Service Level Service Code Description SMARTnet 8x5xNBD SNT Advance Replacement parts are delivered the next business day from 9 a.m. to 5 p.m. (provided the request is received before 3 p.m. local time). SMARTnet 8x5x4SNTE Advance Replacement parts are delivered within four hours of determining that part replacement is required (Monday-Friday, 9 a.m. to 5 p.m.). SMARTnet 24x7x4 SNTP Advance Replacement parts are delivered within four hours of determining that part replacement is required (24 hours a day, seven days a week). SMARTnet 24x7x2 S2P Advance Replacement parts are delivered within two hours of determining that part replacement is required (24 hours a day, seven days a week). SMARTnet Onsite 8x5xNBD OS/CS Advance Replacement parts, with a field engineer, are delivered the next business day from 9 a.m. to 5 p.m. (provided the request is received before 3 p.m. local time). SMARTnet Onsite 8x5x4 OSE/C4S Advance Replacement parts, with a field engineer, are delivered within four hours of determining that part replacement is required (Monday-Friday, 9 a.m. to 5 p.m.) SMARTnet Onsite 24x7x4 OSP/C4P Advance Replacement parts, with a field engineer, are delivered within four hours of determining that part replacement is required (24 hours a day, seven days a week). SMARTnet Onsite 24x7x2 PREM/C2P Advance Replacement parts, with a field engineer, are delivered within two hours of determining that part replacement is required (24 hours a day, seven days a week).

10. © 2006 Cisco Systems, Inc. All rights reserved. SMB-10 CISCO SMART FOUNDATION SERVICES

11. © 2006 Cisco Systems, Inc. All rights reserved. SMB-11 SMB Challenges Limited IT staff Limited experience Limited budget

12. © 2006 Cisco Systems, Inc. All rights reserved. SMB-12 Cisco Core Support Structure SMARTnet / Cisco SMART Foundation Services SMARTnetCisco SMART Foundation Services Coverage Cisco.com IOS TAC Advanced Replacement Low end products ONLY. ALL products Support for ALL technologies + PORTALFULL Access Tools, Technical Library, Software Center, Forums, etc. + Minor ReleasesAccess to the Software Center IOS Upgrades, Updates, Bug Fixes, (24x7) + Immediate support from the TAC engineers Cases can be opened via email or telephone at any time + In two flavors, parts only and OnSite 24x7x4, 8x5x4, SDS/NBD + NBD Callback from specialized engineers during regular business hours SDS/NBD Only Coverage On Line Support IOS TAC Advance Replacement

13. © 2006 Cisco Systems, Inc. All rights reserved. SMB-13 Cisco SMB Support Assistant: For Routing, Switching, Wireless and VPN/Security

14. © 2006 Cisco Systems, Inc. All rights reserved. SMB-14 2 Tier From the Service Perspective Select Registered Unregistered Premier Silver Gold Service Certification Career Accelerate Steps To Success SMS3 (Quoting) PMC (All) SMS3 (Quoting) Disti Promo Promo + OIP Pay for Performance Partner Branded CBR,CSSP,CBF,etc E- Consulting WW. P.S Disti Promo Accelerate SMS3 (Quoting) PMC (All) E- Consulting CSCC Steps To Success Pay for Performance OR Requirements to be Silver or Gold: A) 40% AR B) 15% PR Earn Rebates up to: A) 7% on AR B) 7% on RR

15. © 2006 Cisco Systems, Inc. All rights reserved. SMB-15 Software Application Support Services SAS - SASU

16. © 2006 Cisco Systems, Inc. All rights reserved. SMB-16 Two Levels of Support Service Software Application Support (SAS) Software Application Support plus Upgrades (SASU) SAS and SASU services are unique to Cisco applications and go beyond operating system software support Technical Support Services (TSS) Cisco Operating System Software and Hardware Support Services SMARTnet SMARTnet Onsite SP Base SMB/SA Cisco Software Application Support Services SAS SAU

17. © 2006 Cisco Systems, Inc. All rights reserved. SMB-17 Service Components Registered Access to Cisco.com TAC— Technical Support 24x7x365 Maintenance Releases and Patches x.x.X Minor Releases x.X.x Major Releases X.x.x Software Application Support (SAS) XX Application X Application X Application Software Application Support + Upgrades (SASU) XX Application X Application X Application X Application Only SASU includes major software version upgrades Some software applications are covered by only SAS or only SASU Technical Assistance Center (TAC) available worldwide 24 x 7

18. © 2006 Cisco Systems, Inc. All rights reserved. SMB-18 Unified Communications Services

19. © 2006 Cisco Systems, Inc. All rights reserved. SMB-19 Launch Unified Communications Operate Services (Aquila)—March 2006 Legacy Upgrades SAS Software Applications Support SASU Software Application Support Plus Upgrades ESW Essential Operate UCSS Unified Communications Software Subscription Software SNT SMARTnet Hardware Post-Launch ECD Operate Service Software and Hardware Bundle SKU + PAST

20. © 2006 Cisco Systems, Inc. All rights reserved. SMB-20 Strategy Change Unified Communications Operate Services—Today Convert SAS to ESW Convert SASU to ESW and Unified Communications Software Subscription Leave SNT in place to mitigate potential risks Legacy Upgrades Today For New and Renewal SAS Software Applications Support SASU Software Application Support Plus Upgrades ESW Essential Operate (Software) UCSS Unified Communications Software Subscription Software SNT SMARTnet SNT SMARTnet Hardware PRESENT

21. © 2006 Cisco Systems, Inc. All rights reserved. SMB-21 Tools Available

22. © 2006 Cisco Systems, Inc. All rights reserved. SMB-22 Service Support Center

23. © 2006 Cisco Systems, Inc. All rights reserved. SMB-23 23 Service Support Center SSC is accessible from web browser via www.cisco.com/go/sscwww.cisco.com/go/ssc Searching for information Opening a new case Historical data Using help 1st time assistance

24. © 2006 Cisco Systems, Inc. All rights reserved. SMB-24 24 How to use the SSC KnowledgeBase? From the ‘Questions & Answers’ tab: Select topic and sub-topic relating to your question Type your question in the ‘Search Text field’, click ‘search’ Click on the answer links to view response At the end of the answer, you can evaluate the answer and see related topics To receive notification when the answer is updated click here

25. © 2006 Cisco Systems, Inc. All rights reserved. SMB-25 25 How to log a case? From the ‘Open a Case’ tab 1.Select topic and sub-topic relating to your question and add email to be copied if applicable 2.Type key words in the ‘Subject’ field and enter your question in the ‘Question’ box 3.Attach any relevant documents and click on ‘Submit Request’ 4.The system should bring a list of questions that may be of interest, if none applies then click on ‘Finish Submitting Request’ to confirm case creation Adding document

26. © 2006 Cisco Systems, Inc. All rights reserved. SMB-26 Service Availability Matrix

27. © 2006 Cisco Systems, Inc. All rights reserved. SMB-27 Service Availability Matrix http://tools.cisco.com/apidc/sam/search.do Select Country, put in the city and postal code Select Product, and click on Find Service Availability

28. © 2006 Cisco Systems, Inc. All rights reserved. SMB-28 Service Availability Matrix

29. © 2006 Cisco Systems, Inc. All rights reserved. SMB-29 Service Finder http://www.cisco-servicefinder.com/

30. © 2006 Cisco Systems, Inc. All rights reserved. SMB-30 Multiyear Discounts

31. © 2006 Cisco Systems, Inc. All rights reserved. SMB-31 Multiyear Discounts - Upfront SMS3 - Standard discount: 35% SMS3 - Freely Adjust Term (>12mo.) Multi-year discounts on net:

32. © 2006 Cisco Systems, Inc. All rights reserved. SMB-32 Promotions

33. © 2006 Cisco Systems, Inc. All rights reserved. SMB-33 4-4-2 Promotion Details You purchase a 4 year contract but are charged for a 2 year contract Only available to Specific products and all Cisco IP Phones Cannot be combined with other discount promotions Can be used for renewals or new contracts ONLY SNT & SMBS (8x5xNBD) Service Available

34. © 2006 Cisco Systems, Inc. All rights reserved. SMB-34 3-4-2 Promotion Details You purchase a 3 year contract but are charged for a 2 year contract Available to products not covered under the 4-4-2 promotion. Cannot be combined with other discount promotions Can be used for renewals or new contracts ONLY SNT (8x5xNBD) Service Available

35. © 2006 Cisco Systems, Inc. All rights reserved. SMB-35 Why these promotion will benefit you Enabling you to manage your Service Operating Expenditure for the next three to four years NO BUDGET SURPRISES Increase the longevity of the Network Ensure your Network is SECURE with up to date IOS upgrades Minimise the Risk of downtime with HW replacements Provide you with 24/7 x 365 day access to Cisco TAC

36. © 2006 Cisco Systems, Inc. All rights reserved. SMB-36 Promotion Requirement End User Data: In order to ensure that specific parts for specific contracts are located in the right depot. Cisco kindly requests that End User of the Service Contract provide Cisco with the Serial number and Site Locations.

37. © 2006 Cisco Systems, Inc. All rights reserved. SMB-37 SMB specialized service promotion Objective : This promotion enhances the value of being (and becoming) "SMB Specialized" partners, by enabling them to easily sell Cisco Technical Service at a better price and at a fixed discount, on all Cisco products that they are entitled to sell Eligibility SMB specialized partners Incentive Additional 10% off from the price shown in the SMS3 tool for any contract greater or equal than 1 year Validity From 26th January 2009 to 25th April 2009 Combinability This promotion can not be combined with any other discount led program or promotion

38. © 2006 Cisco Systems, Inc. All rights reserved. SMB-38 Fast Track Services Promotion Objective Increase service coverage for Fast Track products (even those already installed but uncovered) and Increase CuSat by resolving customers network problems rapidly with direct anytime access to Cisco experts and HW replacement Eligibility: All registered partners and above are Incentive 10% discount on the SMART from the price shown in SMS3 Other criteria: The Service SKU must be purchased with any valid Fast Track Product SKU : Validity: From 26th January 2009 to 25th April 2009 Combinability This promotion can not be combined with any other program or promotion

39. © 2006 Cisco Systems, Inc. All rights reserved. SMB-39 Renewals = Recurring Revenue Year 3 RENEWAL Sales New Service Contracts New Service = $10,000 Renew Service = $10,000 Total Service = $30,000 Year 4 RENEWAL Sales New Service Contracts New Service = $10,000 Renew Service = $10,000 RENEWAL Sales Renew Service = $10,000 Total Service = $40,000 Year 1 New Service Contracts New Service = $10,000 RENEWAL Sales Year 2 Renew Service = $10,000 New Service Contracts New Service = $10,000 Total Service = $20,000

40. 40 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Cisco Confidential Questions?