Cisco Confidential 1 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 Instructions for Navigating in the Training Module This training module is best viewed in Slide Show mode. Click on the PowerPoint slide show icon at the bottom of the screen. To proceed to the next step, click the mouse, or use the “PgDn” or Down Arrow key on your keyboard. To return to the previous step, right click and select “Previous” from the menu, or use the “PgUp” or Up Arrow key on your keyboard. The demonstration portion of the training module will run automatically. You should not click or use the keyboard during the demonstration. To end the presentation, right click and select “End Show” from the menu, or use the “Esc” key on your keyboard.

Cisco Confidential 2 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 This SAMT training session covers:  SAMT ’ s service access policy  What is locking  When and why you might choose to lock a Bill-to ID or contract  Demonstration of how to lock/unlock a Bill-to ID or contract Bill-to ID/Contract Locking

Cisco Confidential 3 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 In order for any customer or partner user to obtain service under a contract, their service access must be explicitly granted. If there is no SAMT admin for a given contract, a Cisco support team will compare the user ’ s information and the contract information, and either grant or deny access accordingly. If there is a SAMT admin for a given contract, Cisco expects that the SAMT admin will promptly respond to access requests, perform similar validations, and either grant or deny access accordingly. However, in order to comply with the terms of the service contract, Cisco is obligated to provide appropriate levels of service to the customer. If a customer requests access to a direct (non-collaborative) contract and the SAMT admin does not immediately respond, the customer may escalate to Cisco. In that situation, Cisco will validate the user ’ s information and either grant or deny access accordingly. SAMT’s Service Access Policy

Cisco Confidential 4 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 In order to streamline users ’ access to services, Cisco is expanding its use of automation in the validation of users ’ contract access requests. Previously, this automation was only used for contracts that were not administered by a SAMT admin. The use of automation is now being expanded to also include contracts that are administered by a SAMT admin. This policy change has the following benefits: Reduced workload on SAMT admins, allowing them to play more of an oversight role, instead of an administrative role Reduced workload on the Cisco support teams, reducing escalation cases due to access requests that have not been handled by the SAMT admin in a timely fashion Improved customer experience, reducing delays in obtaining service SAMT’s Service Access Policy - Changes

Cisco Confidential 5 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 The SAMT admin will still be notified any time access is granted to a user. If the SAMT admin agrees that the user should have access, no further action is necessary. If the SAMT admin determines that the user should not have access, then the SAMT admin can remove the user ’ s access. To prevent that specific user from obtaining access in the future, the SAMT admin can Block the user from requesting access to the contract. To prevent automation from granting access requests from any user, the SAMT admin can Lock the contract. SAMT’s Service Access Policy - Implications

Cisco Confidential 6 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 Despite the advantages of automation, some SAMT administrators may diligently respond to requests as soon as they are submitted, and therefore may want to review each request prior to access being granted. Or, if a partner sells both direct and collaborative service contracts under the same Bill-to ID, they may want to enable automation for the direct contracts but still manually review requests for access to their collaborative contracts. Locking a contract will prevent Cisco ’ s access automation process from reviewing submitted requests and automatically denying or granting users ’ access. Fully locking a Bill-to ID has the same effect, for all contracts under the Bill-to ID. Collaboratively locking a Bill-to ID locks only the collaborative contracts, allowing access automation to process requests for the direct (SmartNet) contracts. What is BID/Contract Locking?

Cisco Confidential 7 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 If your partner company sells both direct and collaborative service contracts under the same Bill-to ID, you may want to enable automation for the direct contracts, but still manually review and act on requests for access to your collaborative contracts. In that case, you can either lock/unlock the contracts individually, or you can choose to “Lock Only the Bill-to ID ’ s Collaborative Contracts.” Despite the advantages of automation, some SAMT administrators may still want to review each request prior to access being granted. If you will diligently respond to requests as soon as they are submitted, you can lock a Bill-to ID/contract to ensure that only people you know will be able to obtain service under your contract. When and why you might lock a Bill-to ID/Contract

8 © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Demonstration

Cisco Confidential 9 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 From the SAMT homepage, click “Launch SAMT” In SAMT, click the “Lock/Unlock” tab In SAMT, click the “Lock/Unlock” tab

Cisco Confidential 10 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 Alternatively, you can Lock or Unlock one or more individual contracts by switching to the “Using Contract Number” screen As the Bill-to administrator, you can decide to lock all contracts under the Bill-to ID, or only those contracts that don ’ t have a separate contract administrator If you later want to unlock the Bill-to ID, this is where you would do that, too. By default, you are on the “Using Bill to ID” screen. To Lock a Bill-to ID: 1. Enter or Select the Bill-to ID(s) 2. Choose the Action 3. Click “Submit” By default, you are on the “Using Bill to ID” screen. To Lock a Bill-to ID: 1. Enter or Select the Bill-to ID(s) 2. Choose the Action 3. Click “Submit”

Cisco Confidential 11 © Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 To Lock one or more individual contracts: 1. Enter or select the contract number(s) 2. Choose the Action 3. Click “Submit” To Lock one or more individual contracts: 1. Enter or select the contract number(s) 2. Choose the Action 3. Click “Submit” You can select all contracts with a single click, or select specific contracts, or enter a single contract number.