1. 1 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0504_MACD Business Models_v1.0 Know The Network Maintain – Business Models Service Contract Management Maintain Team April 2008

2. 2 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Business Model Direct (outsourced via Service Partner)

3. 3 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Business Model Smart Spares 1-tier Partner

4. 4 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Business Model Direct (Outsourced) with Leased Equipment

5. 5 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Business Model 1-tier with Trade-in Equipment under auto-sweep (item based pricing)

6. 6 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Partner Model – New Equipment New Equipment Create Quote Process PO Raise Quote on SCC Create Site Create PO Process Contract Changes Create Invoice Pay Cisco New Site? Yes No Cisco Partner Customer Approve Quote & Raise PO

7. 7 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2 Network Changes Identified Change Requests Received End Changes Made to Contract $ Impact to Partner >$0 Approve Quote PO Raised Quote Raised Changes Made in SCC Credit to Customer Changes to SCC $ Impact to Cisco in SCC Changes Processed >$0 Credit Memo Quote Raised End PO Received Notification Sent Terminate in Contract Quote Approved PO Raised Credit Memo Received MACD Process No Yes No Yes PO Received Yes No YesNo Cisco Partner Customer Partner Model – Contract Changes

8. 8 © 2008 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2