1. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 1 Service Access Management Tool Tour: Bill to ID and Contract Number September 2009

2. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 2 Bill to ID and Contract Number - Service Access Management Tool Tour Overview  This tour provides a general overview of the Service Access Management Tool and focuses on using the tool to manage Cisco service access by both Bill to ID (Partner) and Contract Number (End Customer).  Prior to September 2009, this tool consisted of two tools: My Colleagues Tool Granular (MCTG) and My Colleagues Aggregate Tool (MCAT).  Cisco Service Contract Center (CSCC) is not connected to this tool. CSCC information can be found here: http://www.cisco.com/web/partners/services/resources/cs cc/index.html  CSCC is used for service contract management and the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

3. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 3 What is the Service Access Management Tool?  The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both.  Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services* *Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.

4. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 4 Service Access Management Using Bill to ID vs. Contract Number Using Bill to ID  Enables Administrator to identify which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services  If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support  When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support  Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly Using Contract Number  Enables Administrators to place Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services  When a new service Contract is purchased, it must be manually added to Cisco.com profiles  Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts

5. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 5 How to Obtain Access Using Bill to ID  Provide your Cisco Service Contract Account representative with the: –Cisco.com IDs of the new Administrators –At least two Administrators are required –Bill to IDs to be managed (work with your Cisco Service Contract Account representative if you do not know the Bill to IDs) Using Contract Number  Provide your Cisco Service Contract Account representative with the: –Cisco.com IDs of the Administrators –At least two Administrators are required –Contract Numbers to be managed (work with your Cisco Service Contract Account representative if you do not know the Contract Numbers)  The Cisco Service Contract Account representative will open a Service Support Center request for tool access and you will be informed by email when access has been provided

6. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 6 Getting Started and Other Resources  If you would like more information, visit the Service Access Management Tool web site: –http://www.cisco.com/web/applicat/spptauth/serviceaccessmg mt.htmlhttp://www.cisco.com/web/applicat/spptauth/serviceaccessmg mt.html  On the web site you will find: –Instructions for obtaining access to the tool –Helpful documents such as a Q&A file and Help files –A link to the tool’s Terms & Conditions –Self guided tours for managing Cisco service access

7. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 7 Service Access Management Tool Tour: Bill to ID

8. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 8 Bill to ID - Improvements as of September 2009  Updated design  Search for individuals  Add Bill to IDs to individuals that are not already viewable in the tool  Create custom groups of individuals  Add Bill to IDs to custom groups (all individuals in the group will have the Bill to ID added at the same time)  Ability to block and lock Bill to IDs  Automatic email to both the Administrator and the individual if an individual requests that Cisco add a blocked or locked Bill to ID to their Cisco.com profile

9. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 9 Service Access Management Tool Bill to ID - Features Add Bill to IDs to Cisco.com profiles (individuals cannot obtain Cisco services) Enable Bill to IDs for support access (individuals can obtain Cisco services) Remove support access for Bill to IDs (individuals cannot obtain Cisco services) Delete Bill to IDs from Cisco.com profiles Block Bill to IDs in a Cisco.com profile (a specific individual cannot have them added to his profile) Unblock Bill to IDs in a Cisco.com profile (an unblocked individual can now have the BIDs added to his Cisco.com profile) Lock Bill to IDs so that only an Administrator who manages the Bill to IDs can add them to a Cisco.com profile Unlock Bill to IDs so that Cisco can add them to Cisco.com profiles Remove Access Enable Access Add BID Delete BID Block BID Unblock BID Lock BID Unlock BID Administrators can perform the following actions:

10. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 10 Service Access Management Tool Bill to ID - Features (continued) Automated emails are generated when the following actions are completed: RecipientAction All Administrators of that Bill to ID If Cisco adds an administered Bill to ID to a Cisco.com profile All Administrators of that Bill to ID If a Bill to ID is added, deleted, blocked, unblocked, locked or unlocked, or support is enabled or removed using the tool Affected Individual If an action is taken on the individual’s Cisco.com profile by an Administrator

11. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 11 Bill to ID - Difference Between Block and Lock Lock  Locking prevents a Bill to ID from being added by Cisco to any Cisco.com profile (an Administrator can still add the Bill to ID to an individual)  This action might occur if there is a dedicated support team and only those people should be allowed to obtain Cisco services # Block  Blocking a Bill to ID from an individual’s Cisco.com profile prevents that Bill to ID from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco  This action might occur if someone leaves the Administrator’s company or department

12. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 12 Bill to ID - Manage by Name: Home The Manage by Name screen allows you to:  Add BID and Enable support access  Remove support access  Add BID  Delete BID  Block BID  Unblock BID You can choose an individual and select one of the following Actions: Enter a Cisco.com ID and then select the BIDs to add or enable for support. Or, search for an individual by Last Name, First Name, Company Name, Email Address, or Cisco.com ID. Note:You cannot see an individual in the tool unless that individual has at least one Bill to ID in his Cisco.com profile that matches one you manage using the Service Access Management Tool.

13. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 13 Bill to ID - Manage by Number The Manage by Number screen allows you to:  Enter a single Bill to ID you administer and select an Action. The Actions you can select are: Note:You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it.  Or, choose a single Bill to ID from a list of all Bill to IDs that you administer and select an Action.  Add BID and Enable support access  Remove Support Access  Add BID  Delete BID  Block BID  Unblock BID

14. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 14 Bill to ID - Manage by Group The Manage by Group screen allows you to: Create a New Group  Add individuals or Bill to IDs to the group  Add individuals or Bill to IDs to the group and enable support access  Remove support access from the group  Delete individuals or Bill to IDs from the group  Rename the group  Delete the group Or, choose an existing group and select:

15. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 15 Bill to ID - Lock/Unlock Enter one Bill to ID that you Administer and select an Action. Or, choose one or many Bill to IDs.  Lock Bill to ID(s)  Unlock Bill to ID(s) The Actions you can select are: The Lock/Unlock screen allows you to:

16. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 16 Bill to ID - Administration  Obtain Reports  Open Profile Manager in order for the Administrator to perform/request updates to his profile  Inform Cisco about individuals who have left the company  Inform Cisco about individuals who are obtaining support and may not be authorized  Register a new individual to obtain a Cisco.com ID The Administration screen allows you to:

17. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 17 Service Access Management Tool Tour: Contract Number

18. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 18 Contract Number - Improvements as of September 2009  Create custom groups of individuals  Add Contract Numbers to custom groups (all individuals in the group will have the Contract Number added at the same time)  Obtain reports real-time  Automatic email to both the Administrator and the individual if an individual requests that Cisco add a blocked or locked Contract Number to their Cisco.com profile

19. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 19 Service Access Management Tool Contract Number - Features Add Contract Numbers to Cisco.com profiles (individuals can obtain Cisco services) Delete Contract Numbers from Cisco.com profiles (individuals cannot obtain Cisco services) Block Contract Numbers in a Cisco.com profile (a specific individual cannot have them added to his profile) Unblock Contract Numbers in a Cisco.com profile (an unblocked individual can now have them added to his Cisco.com profile) Lock Contract Numbers so that only an Administrator who manages the Contract Numbers can add them to a Cisco.com profile Unlock Contract Numbers so that Cisco can add them to Cisco.com profiles Administrators can perform the following actions: Unlock Lock Block Delete Add Unblock

20. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 20 Service Access Management Tool Contract Number - Features (continued) Automated emails are generated when the following actions are completed: RecipientAction All Administrators of that Contract Number Cisco adds an administered Contract Number to a Cisco.com profile All Administrators of that Contract Number A Contract Number is added, deleted, blocked, unblocked, locked, or unlocked using the tool An Individual An action is taken on the individual’s Cisco.com profile by an Administrator

21. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 21 Contract Number - Difference Between Block and Lock Lock  Locking prevents a Contract Number from being added by Cisco to any Cisco.com profile (an Administrator can still add the Contract Number to an individual)  This action might occur if there is a dedicated support team and only those people should be allowed to obtain Cisco services # Block  Blocking a Contract Number from an individual’s Cisco.com profile prevents that Contract Number from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco  This action might occur if someone leaves the Administrator’s company or department

22. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 22 Contract Number - Manage by Name The Manage by Name screen allows you to:  Add Contract Number  Delete Contract Number  Block Contract Number  Unblock Contract Number You can choose an individual and select one of the following Actions: Enter a Cisco.com ID and then select the Contract Numbers to add. Or, search for an individual by Last Name, First Name, Company Name, Email Address, or Cisco.com ID. Note:You cannot see an individual in the tool unless that individual has at least one Contract Number in his Cisco.com profile that matches one you manage using the Service Access Management Tool.

23. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 23 Contract Number - Manage by Number The Manage by Number screen allows you to:  Enter a single Contract Number you administer and select an Action. The Actions you can select are: Note:You cannot see a Contract Number in the tool unless that number is in your Cisco.com profile and you are set up to manage it.  Or, choose a single Contract from a list of all Contracts that you administer and select an Action.  Add Contract Number  Delete Contract Number  Block Contract Number  Unblock Contract Number

24. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 24 Contract Number - Manage by Group The Manage by Group screen allows you to: Create a New Group  Add individuals or Contract Numbers to the group  Delete individuals or Contract Numbers from the group  Rename the group  Delete the group Or, choose an existing group and select:

25. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 25 Contract Number - Lock/Unlock Enter one Contract Number that you Administer and select an Action. Or, choose one or many contract numbers.  Lock Contract Number(s)  Unlock Contract Number(s) The Actions you can select are: The Lock/Unlock screen allows you to:

26. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 26 Contract Number - Administration  Obtain Reports  Open Profile Manager in order for the Administrator to perform/request updates to his profile  Inform Cisco about individuals who have left the company  Inform Cisco about individuals who are obtaining support and may not be authorized  Register a new individual to obtain a Cisco.com ID The Administration screen allows you to:

27. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 27