© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1  This presentation provides a general overview of using the Service Access Management Tool to manage Cisco service access.  Access to services can be managed by Bill to ID (Partner) and/or Contract Number (End Customer).  Access to Cisco Service Contract Center (CSCC) is not managed by this tool. CSCC information can be found here: cc/index.html  CSCC is used for service contract management, whereas the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 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.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 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 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

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 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

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 ActionRecipient 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 All Administrators of that Contract Number Any action is taken on the individual’s Cisco.com profile by an Administrator An Individual Automated s are generated when the following actions are completed:

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 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 the Partner/Customer has 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 and repeatedly calls in for contract association / support.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Click on a link to go to that area of the guide. Using Contract Number: Manage by Number If you are a SAMT Admin managing service access by Contract Number, the Manage by Number screen is the first one you will see when you login. This screen displays a list of all the Contract Numbers that are in your Cisco.com profile and are able to manage using the Service Access Management Tool. If you cannot see a Contract Number you want to manage in SAMT, send an to with your Cisco.com ID, the Contract Number(s). Note: Block prevents a Contract Number from being re-added to a specific individual. Locking a Contract Number prevents Cisco from adding that Contract Number to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked Contract Number to Cisco.com profiles.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 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

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Click on a link to go to that area of the guide. Using Contract Number: Manage by Name If you are a SAMT Admin managing service access only by Contract Number (not BID) the Manage by Name screen displays all the individuals who have at least one Contract Number in their Cisco.com profile that is the same as a Contract Number in your Cisco.com profile. Note: Block prevents a Contract Number from being re-added to a specific individual. Locking a Contract Number prevents Cisco from adding that Contract Number to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked Contract Number to Cisco.com profiles.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 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  Modify Expiry date

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Click on a link to go to that area of the guide. Using Contract Number: Manage by Group If you are a SAMT Admin managing service access by Contract Number, the Manage by Group screen is what you will see if you click on the "Manage by Group" tab. On this screen you can create a group of individuals and add Contract Numbers to all of them at the same time. You can also make modifications to groups.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 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:

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Click on a link to go to that area of the guide. Using Contract Number: Lock/Unlock Contract Numbers If you are a SAMT Admin managing service access by Contract Number, the Lock/Unlock screen is what you will see if you click on the "Lock/Unlock" tab. This screen displays a list of all the Contract Numbers that are in your Cisco.com profile and are able to manage using the Service Access Management Tool.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 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:

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 The Manage by Number screen allows you to: Enter a single Contract Number you administer and select an Action. Or, choose a single Contract from a list of all Contracts that you administer and select an Action. You can choose a contract and select one of the following Actions  Grant software access  Revoke software access  Update software access expiry date

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Click on a link to go to that area of the guide. Contract Number: Administration If you are a SAMT Admin managing service access by BID, the Administration screen is what you will see if you click on the "Administration" tab.

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17  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: