WebEx Transfer Playbook Transferring existing WebEx Subscriptions to the Cisco Annuity Subscription Platform webexmigrations@cisco.com October 2017 Rev 4

Audience and Purpose Intended for Cisco® and WebEx® partners who need to transfer their existing WebEx subscriptions to the Cisco Annuity platform Outlines the procedures for eligible Cisco® and WebEx® partners to transfer their existing WebEx subscriptions to the Cisco Annuity platform Provides guidance on how to request a transfer For more information on any of these topics please visit: https://communities.cisco.com/community/partner/co llaboration/demandgen/saas-subscriptions and https://communities.cisco.com/docs/DOC-76132

Pre-Transfer Check List Complete Cisco Spark training and pass the COLT exam. https://salesconnect.cisco.com/#/briefcase-details/137024 Enroll and accepted in Partner Program Enrollment (PPE) SaaS Program, Simple Resale Track. Program is required to sell on the Cisco Annuity platform in CCW. http://cisco.com/go/ppe Review available SaaS Subscription Collaboration Ordering Guides: A-SPK Ordering Guide: http://www.cisco.com/c/en/us/solutions/collateral/collaboration/cloud- collaboration/guide-c07-736636.html A-WX Ordering Guide: http://www.cisco.com/c/en/us/solutions/collateral/collaboration/cloud- collaboration/guide-c07-732510.pdf For additional SaaS Subscriptions resources, visit SaaS Subscriptions Community page: http:///www.cisco.com/go/saassubscriptions Determine if customers wants to retain existing WebEx site or if customer requires common identity and common management of Cisco Spark and WebEx Determine which SaaS subscription offer meets the customer’s requirements - Offer Mapping Tools are available here Collect information required for Transfer Request Form (example of this form is on the next slide) When does the online migration request form need to be completed? Anytime there is an existing site URL with webex services that the customer wants to move to Annuity. We recommend submitting the request at least 30 days prior to renewal or expiration of current contract.   Who fills out the request form? It can either be done by the Partner, Cisco employee, or end customer How long does the review take for approval? The review is completed within 24 hours of the request. We will provide the approval and/or make recommendations on action steps to be completed prior to placing the Annuity order What is the impact to the customer during the process? There is no interruption to the site during the review, quoting or ordering process. The site will remain active the entire time and will be provisioned according to what is on the Annuity order. If the migration results in an audio cut over, the cut over date is coordinated between the PSM, Partner and provisioning prior to Annuity order. How long does the process  take end to end? The review is completed within 24 hours of the request however it is up to the Partner to then create the quote, deal approval (if needed), and book the order. The timeline on Partner completing the quote/order may vary. Once the order is booked, the provisioning will be completed within 2 business days of the requested start date provided on the order.

Collect Required Transfer Request Information Partner submits transfer information to the Cisco transfer review team via http://try.webex.com/mk/get/ciscowebexmigration Once approved, Partner will receive an email notification including a Transfer Code that is required for CCW Order Entry Q&A on Transfer Request Webform Submission: When does the online migration request form need to be completed? Anytime there is an existing site URL with WebEx services that the customer wants to move to Annuity. We recommend submitting the request at least 30 days prior to renewal or expiration of current contract.   Who fills out the request form? It can either be done by the Partner, Cisco Employee, or End Customer How long does the review take for approval? The review is completed within 24 hours of the request. We will provide the approval, alert you to considerations and make recommendations on action steps to be completed prior to placing the Annuity order. What is the impact to the customer during the process? There is no interruption to the site during the review, quoting or ordering process. The site will remain active the entire time and will be provisioned according to what is on the Annuity order. If the migration results in an audio cut over, the cut over date is coordinated between the PSM, Partner and provisioning prior to Annuity order. How long does the process  take end to end? The review is completed within 24 hours of the request however it is up to the Partner to then create the quote, deal approval (if needed), and book the order. The timeline on Partner completing the quote/order may vary. Once the order is booked, the provisioning will be completed within 2 business days of the requested start date provided on the order.

WebEx Transfer Step by Step Process Review and complete pre-transfer checklist (see slide 3) Submit transfer request to determine eligibility: http://try.webex.com/mk/get/ciscowebexmigration Upon approval of transfer, Partner will receive a migration Transfer Code and convert quote into an order Partner places order on the Cisco Annuity platform in CCW. For additional SaaS Subscription resources, go to http://www.cisco.com/go/saassubscriptions Partner enters requested start date. Requested start date should align with existing contract expiration date. On the requested start date, the named provisioning contact in the order will receive an email to provision their services. The Transfer Code will be required during this step. IMPORTANT! Upon receipt of the provisioning email, on the requested start date, the Partner or Customer contact MUST click the “Set Up Your Service” button immediately. Once order books and completes provisioning, WebEx site URL and IM domain will be added to SaaS subscription and cancelled from previous contract.

New! CCW Ordering Fields for Transfers Adjust “Start Date” of Annuity order to align with contract end date of previous services Indicate that this is an existing customer moving to Annuity platform by selecting “Yes” radio button during the quoting process, while creating your configuration A transfer SKU will appear (A-SPK-MIG or A-WX-MIG) In the Quantity field, input the Transfer Code you received with your transfer approval email Align Start Date Select “Yes” to indicate that this order is for an existing WebEx GRA / GPL / Direct customer transferring to Annuity. Enter ”Transfer Code” into “QTY” field Prior transfer approval required. Initiate request and generate a Transfer Code: http://try.webex.com/mk/get/ciscowebexmigration

New! Provisioning Occurs On Requested Start Date Existing site information is no longer collected during the ordering process

Transfer Considerations To ensure transfer is successful: 100% of transfers need to go thru the transfer governance process, starting here: http://try.webex.com/mk/get/ciscowebexmigration No partial transfers of select services or only certain sites – all existing WebEx sites under a BLiS contract will be transferred over to Annuity with a Transfer Code Provision only what’s available on SaaS subscriptions. No carryover of legacy services/features on accounts Start process early to identify potential delays: examples include but are not limited to: Invoices, Direct MSA’s, Cisco Capital, Country Availability Requested Start Date: It is highly recommended to align the SaaS Annuity subscription service start date to the existing service end date Audio Solution: What audio solution is the customer currently using and what is the planned solution for SaaS subscriptions? If changing audio type, migration will need coordination between Cisco Customer Success Manager (CSM), Partner and provisioning operations on the audio cut over date IM Messenger: IM Messenger included in Cisco Spark offers are Cloud Based. If customers existing IM is on premise, partner should have the conversation with the customer on which they prefer Unsupported Services: If the customer is currently using a feature or service not supported on SaaS subscriptions, a decision will need to be made to transfer and change/upsell service or delay transfer until customer is ready to disable the unsupported service Use Renewal as Opportunity to Upsell Current Contract, Lock in Customer and Keep out Competition

Resource and References Transfer Request Tool: http://try.webex.com/mk/get/ciscowebexmigration Transfer Governance Team Alias: webexmigrations@cisco.com Cisco Spark and WebEx Job Aid: https://communities.cisco.com/docs/DOC-75814 Partner Communities page: https://communities.cisco.com/community/partner/collaboration/demandgen/saas- subscriptions Cisco Spark and WebEx Order Provisioning Partner Enablement: https://cisco.webex.com/ciscosales/lsr.php?RCID=1696f469c127462db7706648b90f0930 Get Help: https://communities.cisco.com/docs/DOC-67915

FAQs Q: When should I submit the transfer request form? A: The transfer form can be submitted at any time, we recommend 30 days prior to expiration date. For larger more complex accounts, we recommend submitting the transfer request form 3 months prior to expiration date. Transfer forms are required prior to submitting orders. http://try.webex.com/mk/get/ciscowebexmigration Q: How long does the transfer process take? A: Cisco’s transfer guidance team will reply to the requestor within 24 hours of the request. The time it takes to create the quote and order will vary depending on the Partner. Q: Will my customer’s service be interrupted during the transfer process if customer chooses to maintain existing WebEx site (non common identity and managed on WebEx Site Administration)? A: No. There is no interruption to the WebEx site or domain during the review, quoting, or ordering process. The WebEx site will remain active the entire time and will be provisioned according to what is on the SaaS subscription order by the named provisioning contact (either Partner or Customer). If the transfer results in an audio cut over, the cut over date is coordinated between the Partner Success Manager, Partner, and provisioning prior to the SaaS subscription order. Q: Can the customer transfer to the Annuity platform at any time or do they have to transfer near the renewal date? A: The customer may transfer at any time, however, it is highly recommend to align the current expiration date with the SaaS subscription start date. Depending on the service start date of the SaaS subscription and if the existing contract was prepaid, there may be a need to initiate requests for credit for the remaining term. If GPL credit request is needed, Cisco’s transfer guidance team will submit the credit request and communicate with the account team.

FAQs Q. If my customer requires their WebEx site to be managed by Cisco Spark Control Hub (instead of WebEx Site Administration), how can my customer transfer to the Annuity platform and obtain a WebEx site managed by Cisco Spark Control Hub? A. If a customer requires a WebEx site to be managed by Cisco Spark Control Hub, we strongly recommend transferring the existing site over to Annuity using the Transfer Code process, maintain service for the customer and then in provisioning add a new WebEx site managed by Cisco Spark Control Hub. This preserves recordings and future scheduled meetings, and allows the customer to transition over time to the new WebEx site managed by Cisco Spark Control Hub. Q: If my customer requires their WebEx site to be managed by Cisco Spark Control Hub (instead of WebEx Site Administration), can my customer keep their current WebEx site URL when transferring to the Annuity platform and obtain WebEx with common identity and common management on that? A: No. If a customer wants their site to be managed by Cisco Spark Control Hub, we strongly recommend the process above and they will have to use a new site URL for the site managed by Cisco Spark Control Hub. Due to the business impact of canceling the existing WebEx site and downtime waiting for site to deactivate we recommend a parallel approach by bringing the existing URL over as is and instituting another new URL on Annuity. Q: How can I determine recommended A-SPK offers based on what my customer has currently purchased on GPL or GRA? A: Use the Annuity ordering guides posted at https://communities.cisco.com/community/partner/collaboration/demandgen/saas-subscriptions as well as the collaboration offer mapping tool available here

FAQs For a complete list of Change of Service FAQs, go here. Q: Is there a way to use existing WebEx site and manage it through Cisco Spark Control Hub? A: There is no seamless or easy way to use an existing WebEx site and manage it through Cisco Spark Control Hub. The existing WebEx site will need to be cancelled prior to moving to Annuity. Once all WebEx site data is deleted, the WebEx site can be added to a WebEx site subscription provisioned on Annuity (assuming it remains available) and managed via Cisco Spark Control Hub. The customer may be without WebEx service on the existing WebEx site URL for up to 2 weeks or more until the WebEx site URL can be added to the SaaS subscription order. If the customer wants to proceed, here are the steps: Place order with a new WebEx site URL. (This initial WebEx site URL can be deleted later if desired. You will be adding the existing WebEx site URL later) Contact your CSM/PSM to request cancellation of your existing WebEx subscription. If you do not have a CSM/PSM, open a case in “My Cisco Workspace” Once the subscription is cancelled and is inactive in Cisco’s internal systems, your site will become available for reuse. You can monitor by entering your WebEx site URL in a browser. When the browser no longer finds a WebEx site, your URL is inactive and available for reuse. Add WebEx site URL to SaaS subscription. For a complete list of Change of Service FAQs, go here.