1. Cisco Partner Smart Assist Service Overview
Helping Partners Successfully Deliver Smart Capability Services to their Customers
This presentation provides an overview of Partner Smart Assist.
October 2016

2. Purpose and Disclaimer
Inform Cisco® authorized partners on the features and value of Partner Smart Assist Service
Notice and Disclaimer:
Information contained in this presentation is for Cisco internal and partners only.
The presentation is intended for Cisco Internal only and is not to be shared with partners or customers.

3. Agenda Smart Capability Opportunities
Cisco® Partner Smart Assist Overview
Quoting & Ordering
Resources
Today we will discuss the Partner Smart Assist Service offer how you can gain the knowledge and support to successfully deliver smart capability services to your customers while also enhancing services opportunities, revenue and profit margins

4. Smart Capabilities Drives Value
You want to help your customers fully use smart capabilities so that they can obtain insights that will help them drive value
Smart Net Total Care Portal™
Collections
Product & Security Alerts
….and more
Smart Capabilities
Smart Decisions
Smart Outcomes
Reduce Risk
Resolve Problems Faster
Improve Operational Efficiency
Smart services have Automated Software-enabled Capabilities…which collect Network Diagnostic Data…which, in turn, is analyzed and compared to Cisco’s Intellectual Capital…to provide Actionable Insight.
This actionable insight can take the form of assessing the state of your network and devices, optimizing network performance, improving operational efficiency, and simplifying and automating ongoing operations.

5. Options to Help Your Customers Enable Smart Capabilities
Flexible Options for Partners
Cisco® Tier 1 or Tier 2 Partners Options
Resell Smart Net Total Care™ or other smart-entitled service for customers to obtain entitlement to smart capabilities 1
Resell Smart Assist, Asset Management or TS Advantage and the required smart-entitled service, for customers to obtain enablement and support services. Optionally, offer complimentary services.
Cisco offers Partner Smart Assist Service to help you successfully deliver smart capability services to your customers 2
Resell Smart Net Total Care™ or other smart-entitled service and create, sell and deliver services to enable and support smart capabilities (as an alternative to reselling Smart Assist) 3
You can help your customers get access, enable and fully use capabilities in several ways:
You can resell a smart entitled service such as Smart Net Total Care or Solution Support. This provides entitlement to smart capabilities.
You can resell Smart Assist or Asset Management or TS Advantage – the latter two which include Smart Assist, along with the required smart entitled service (e.g. Smart Net Total Care). Smart Assist is a Cisco delivered service that helps customers accelerate smart capabilities deployment and enablement and provides ongoing TAC support for portal and collections. You can offer complementary services to what Cisco delivers if you want.
You can resell a smart entitled service and provide smart capability onboarding and support services (like Cisco’s Smart Assist Service)

6. Partner Smart Assist Service
Partner Smart Assist is a new technical services offer sold to Tier 1 and Tier 2 partners to help them successfully deliver smart capability services to their customers.
Partner Smart Assist Features
Enablement Training
Enablement Training
IB Reconciliation
IB Reconciliation
TAC Support
TAC Support
1:many remote smart capabilities onboarding knowledge transfer
Optional: one-on-one personalized coaching for an additional fee (can be purchased stand-alone or for an additional fee with base offer)
Once-a-year IB reconciliation delivered to the partner for each end customer
Optional: additional IB reconciliation(s) for an additional fee (can be purchased stand-alone or for an additional fee with base offer)
Cisco® Technical Assistance Center (TAC) support for complex, level 3 issues related to the portal and collections
Partner Smart Assist includes Enablement Training, Installed Base (IB) reconciliation (one) and TAC support for level 3 issues related to the portal and collections. These services are provided directly to you the partner.
The services are designed to help you gain knowledge and obtain support for complex issues in using the portal and collections so that you can confidently deliver smart capability services to your customers.

7. Enablement Training Assistance to help you enable
customers with smart capabilities
Training will be offered periodically (no less than once per quarter per region).
Where possible, training will be conducted in the following Non-English languages:
Chinese
Japanese
Korean
Portuguese
Spanish
1:Many remote WebEx® instructor lead knowledge transfer
Smart Net Total Care™ portal registration
Cisco Services Access Management registration
Cisco software collector deployment
Collection uploads to the portal
How to request installed base (IB) reconciliation
Templates to help you get started and use them for your own deployment services
Optional: one-on-one personalized coaching on topics relating to enabling portal and collections (two-hour remote session) (can be purchased individually or for an additional fee with CON- PNSAS-BASE)
Enablement training incudes knowledge transfer from Cisco experts on how to deploy the Cisco collector, enable the Smart Net Total Care portal, upload collections to the portal and how to troubleshoot basic issues in using the portal and collections.
Training is held periodically (typically quarterly) in regions where Cisco does business. Although training is conducted in English, best efforts are made to conduct training in several Non-English languages where possible.
Cisco offers optional, for-fee, one-on-one remote coaching (two hour sessions) when personalized training and coaching is needed.

8. Installed Base (IB) Reconciliation
Assistance provided for the end-customer delivered to you
Partner Smart Assist IB reconciliation compares customer data residing in the Smart Net Total CareTM portal with information from the Cisco® contract database and identifies any discrepancies or errors (e.g. missing data, incorrect data)
IB reconciliation corrects common data discrepancies and updates data repositories as applicable
Once per year data cleansing of an end- customer’s data residing in the Smart Net Total CareTM portal
Optional: additional IB reconciliations are available for an additional fee (can be purchased individually or for an additional fee with the base service. You can purchase more than one IB reconciliation per end customer per contract term.)
Installed base (IB) reconciliation helps keep customer’s portal data clean. It corrects most common data discrepancies, such as missing or inaccurate contract data. With Partner Smart Assist, each of your end customers under the contract are eligible to receive one annual IB reconciliation. Once complete, customers can access the portal and will have up-to-date, clean data.
For customers who need more than one IB reconciliation per year, Cisco offers additional for-fee IB reconciliations.

9. Technical Support Assistance to help you solve complex customer
issues in using the portal and collections
Level 3 support is for complex issues, including issues that:
Are associated with an identified bug not published on Cisco.com
Requires specialized expertise to resolve
Reported to the TAC for the first time and no documentation exists for the problem
Have interoperability issues that may be caused by 3rd party hardware or software
TAC support is delivered directly to the customer for issues in resolving complex problems (level 3) which they can’t resolve for the customer on their own
Partners have access to the TAC just like a customer accesses the TAC
Partners reach the TAC on behalf of their customers.
Partners are responsible for providing support directly to their end customers
Cisco provides partners with level 3 support for complex customer issues in using the portal and collections.
Your business provides level 1 and 2 support directly to customers and when your customer has level 3 and beyond issues, you contact TAC on their behalf so that you can then support them in solving the issue.

10. Partner Smart Assist Service Benefits
Enhance service portfolio offering and increase service opportunities
With Partner Smart Assist Service, you can confidently deliver smart capability services to customers to help them gain installed base insights and drive value from them
Boost services bookings and revenue
Speed customer portal and collections issue resolution
Help customers gain installed base insights to make smart decisions
Enhance engagement and deepen relationships with customers
Demonstrate Cisco expertise; Be the ‘go to’ partner for Cisco solutions
Help customers gain maximum value from Cisco product investments
Partner Smart Assist Service provides you with numerous benefits, including:
Opportunity to enhance your services portfolio; engage with customers and deepen relationships with them; enhance services revenue and profit margins; demonstrate your expertise in smart capabilities; and help your customers obtain installed base insights so that they can start making decisions that will help them drive value.

11. Quoting and Ordering Partner Smart Assist Service
Service Description
SKU
Partner Smart Assist Svc
CON-PNSAS-BASE*
Partner Smart Assist Svc One-on-One Coaching
CON-PNSAS-TRN1
Partner Smart Assist Svc Additional IB Recon
CON-PNSAS-RECON
*Partner Smart Assist Service is priced per-end customer. For example, if you have ten customers that you are providing support to under this contract, order ten instances of CON-PNSAS-BASE.
Any Partner Smart Assist SKU may be purchased individually.
Prerequisite: The end customer must have a smart-entitled foundational service (e.g. Smart Net Total Care)
Refer to the Quoting & Ordering Guide (Tip Sheet) for information on how to order Partner Smart Assist Service.
Review the Welcome Kit to learn how to initiate your entitlements.
Order Partner Smart Assist Servicing using CON-PNSAS-BASE for each customer you are supporting under this contract. For example, if you have ten customers who you want Cisco to perform IB reconciliations for on your behalf as well as gain access to Level 3 support from TAC (services are provided directly to you, the partner, not your end customer), then order ten instances of CON-PNSAS-BASE.
Order optional, for-fee, One-on-One coaching sessions (remote, two hour sessions) using the CON-PNSAS-TRN1 SKU. You can order as many coaching sessions as you want during the contract period.
Use CON-PNSAS-RECON for additional installed base reconciliations per end customer for an additional fee (per instance). You can order more than one additional IB reconciliation per end customer per contract period should you wish.
The partner’s end customer (whom the partner is providing services to under this contract) must have a smart entitled service (e.g. Smart Net Total Care, SP Base, Solution Support, TelePresence Essential Operate) as a prerequisite.
See the Services Description (Cisco.com) and Overview Presentation and Q&A (Partner Smart Assist Resources Library on Cisco Community – or Sales Connect ( for additional information on service entitlements.

12. Resources

13. Partner Collateral and Content
Resources
Partner Collateral and Content
Partner Smart Assist Service Resource Library
SalesConnect
Partner Smart Assist Service At-A-Glance
Partner Smart Assist Service Welcome Kit
Partner Smart Assist Service FAQ
Partner Smart Assist Service Quoting and Ordering Tip Sheet
You can access various marketing assets, such as FAQs and At A Glance on the Partner Smart Assist Resource Library on Cisco Community ( and SalesConnect Reach out to your Partner Services Development Manager / Account Manager for questions on the offer.
Partner Smart Assist Service Training Brochure

15. Additional Slides

16. Cisco Smart Capabilities Helps Customers Gain Installed Base Visibility
Services with
… Which Collect
…Which Is Analyzed and Compared with
…to Provide
Automated software-enabled capabilities
Installed Base Device Data
Cisco’s Deep Knowledge Base
Actionable Insight + + =
Cisco® Deep Knowledge Base
30 years of networking innovation and leadership
50 million installed devices
40 million
annual customer support interactions
185,000
technical documents online
Let’s talk about how our smart services deliver better visibility and actionable insight.
Smart services have Automated Software-enabled Capabilities…which collect Network Diagnostic Data…which, in turn, is analyzed and compared to Cisco’s Intellectual Capital…to provide Actionable Insight.
This actionable insight can take the form of assessing the state of your network and devices, optimizing network performance, improving operational efficiency, and simplifying and automating ongoing operations.
Our deep knowledge base enables customers to benefit from:
Cisco’s 30 years’ industry innovation and leadership
More than 50 million installed devices and 40 million annual customer support interactions
And more than 185,000 technical documents that are available online to support customers
[Next slide]

17. Cisco Smart Capabilities Deliver Insights to Help Customers Make Smart Decisions
Installed Base Visibility
Smart Capabilities
Smart Net Total Care™ Portal
Collections
Product & Security Alerts
….and more
Contract Status
Uncovered Devices
Relevant Security & Product Alerts
EoX Details
By adopting the smart capabilities, customers can have an up-to-date view of the Cisco equipment installed in their infrastructure as well as a comprehensive view of all of their support contracts, including which equipment is covered and what is not covered.. Smart capabilities include extensive inventory and contract management features, device diagnostics, and relevant alerts for Cisco products. Smart Net Total Care also shows only the product and security alerts that are relevant to the customer's network, saving time and enabling them to focus on those that are critical.
Access to smart capabilities is delivered primarily through the Smart Net Total Care portal. The portal provides secure access to your detailed device data through an interactive dashboard that delivers the information they need to proactively manage your network. It offers detailed analysis of device data that has been collected from your installed base and enriches this information with Cisco support data to provide actionable information.
Customers can quickly the in-depth information that they need to open and manage a TAC case, including configuration status, serial number, contract number, service level, and unresolved alerts.
The portal allows customers to manage user access, and configure and generate reports and workflows. It provides access to security and product alerts, product lifecycles, and Cisco service coverage.
[Next slide]

18. Which Helps Customers Achieve Value As Soon As Possible
Improve Operational Efficiency
Resolve Problems Faster
Reduce Risk
Maintain business continuity and security
Flexibly add services to the network
Make sure that customers have the expertise and information available to quickly resolve network issues
Create more efficient workflow
Be proactive about managing the network
Extend the life of devices
When customers make informed decisions and actions, they can realize achievable business benefits. For example, they can make sure that their uncovered products are properly covered under a support contract which will help them reduce the risk of operating with unsupported products. If an unsupported product fails, resolution time can be lengthy, your customer’s business availability could be impacted and you may be at risk for non-compliance.
When an issue does occur and you need assistance, customers want to make sure that they resolve problems as fast as possible so that their business availability is not impacted.
Achieving operational efficiency is top of mind for many executives as they can impact productivity and cost reduction. By having insights about their installed base, customers can find ways to improve asset allocation and utilization, asset lifecycle, and contract management.

19. With Smart Capabilities, Customers Can Make Smart Decisions
Use underutilized assets
Service Coverage
Select the right support coverage
Plan and budget IT assets
Lifecycle Management
Manage service renewals
Refresh aging or last date of support products
With installed base information, customers can make smart decisions such as:
Identifying underutilized assets and using them to their fullest
Making sure you have the proper support coverage, especially for critical network assets that can impact your business availability and compliance
Planning and budgeting assets and contracts, including service coverage renewals, and
Identifying products at last date of support and planning for their refresh / migration
[Next Slide]

20. Smart Business Insights, Actions and Outcomes
Smart Insights Using Cisco Smart Net Total Care™ Portal
Smart Decisions
Smart Outcomes
Installed base inventory
Security and product alerts
Service coverage
Product lifecycle
Determine service level requirements
Drive informed coverage decisions
Manage product and coverage risks
Improve budget and asset planning
Simplify contract management
Support compliance
Mitigate risk
Resolve problems faster
Improve operational efficiency
Enable smart capabilities to obtain installed base insights
Make informed, smarter decisions faster
Drive operational outcomes sooner
By using Smart Capabilities (collections and Smart Net Total Care portal), customers gain insights into their installed base. They get to know what and how many Cisco products they own. What is their type and location. Which products have expired coverage or are nearing expiration. Are any products at last date of support?
Customers can also understand if there are any security risks in any of their due to out of date IOS versions…or if any products have active alerts or security threats.
This information then helps customers make more informed decisions. They can identify their underutilized assets and start using them or retire them. They can plan for their IT and business’ growth and expansion. They can ensure that they budget more preciously and accurately. They can make decisions that support their compliance and SLAs more effectively. They can optimize their spending and mitigate risks by ensuring that their products have the right support coverage. These decisions drive business outcomes like operational efficiency, risk mitigation and faster time to resolve problems in order to support business availability and continuity. So if a customer could get access to their installed base information faster, then they could start making decisions about their business sooner….and by making decisions sooner, customers can achieve their desire business outcomes even faster.