1. Partner Operations Guide
Small Business Support Services
Partner Operations Guide

2. Additional Information
Small Business
Services Contract
Technical Support
Hardware Replacement
Small Business
Community
Additional Information
And Resources

3. Small Business Services Contract
Services (SBS)
Services (SBS4)
Quote/Order
Register
Entitle
CON-SBS-SVC1
$19 US
CON-SBS-SVC2
$69 US
CON-SBS-SVC3
$149 US
CON-SBS-SVC4
$499 US
3 Years “Peace of Mind” for Your Customer:
Cisco Small Business products
Three year term service
Access to Small Business Support Community
Online chat support with Small Business Support Center*
Telephone support with Small Business Support Center*
Software updates and upgrades
Next business day, advance hardware replacement
* Available during Business Hours

4. Small Business Services Contract
Services (SBS)
Services (SBS4)
Quote/Order
Register
Entitle
CON-SBS4-SVC1
$999 US
3 Years “Peace of Mind” for Your Customer:
Cisco Small Business products
Three year term service
Access to Small Business Support Community
Online chat support with Small Business Support Center (24x7)
Telephone support with Small Business Support Center (24x7)
Software updates and upgrades
4 Hour advance hardware replacement
Please click here to determine availability
SBS4

5. Small Business Services Contract
Services (SBS)
Services (SBS4)
Quote / Order
Register
Entitle
The Cisco Small Business Support Service can ONLY be ordered through a Cisco authorized distributor just as a Partner would order any other service, with no special ordering requirements.
Cisco 1-Tier Partners and Service Providers, must purchase the service through a Cisco authorized distributor via their standard processes or via the Service Contract Center (SCC) tool, formerly known as Cisco’s Service Management System (SMS3). A Partner can place a single Purchase Order for both product and service orders dependent upon how the particular distributor receives orders and collects payment.
Once a Partner has completed an order, the Partner will receive an confirmation from Cisco with the purchase order number and corresponding quote attached.
Please note, the Small Business Support Service cannot be ordered in the Cisco Service Contract Center (CSCC).

6. Small Business Services Contract
Services (SBS)
Services (SBS4)
Quote / Order
Register
Entitle
A Complete Quote is created when all the required install site and serial number information is entered which would allow the registration process to happen automatically. Once the Purchase Order is submitted for a completed quote, Cisco will provide an confirmation with the order details. This will trigger the automatic creation of a contract allowing the Partner and Customer to receive support from the Small Business Support Center (SBSC).
Once a service contract has been created, the following welcome s are triggered:
Distributor: indicating the service order has been converted and the contract number created.
Reseller: indicating the service quote has been converted and the contract number created.
End-user: from indicating the contract begin and end dates and how to contact the SBSC. The customer will also be told they need to register with their Cisco.com ID.
A Partial Quote allows you to create a service quote without requiring install site or serial number information. This requires a separate registration step. If the Partner submits a Purchase Order for a quote that is not complete for any reason, the Partner and the Cisco distributor will receive an confirmation of the order with a request to complete the information required to generate the service contract. The will contain links to SMS3 where the Partner or the Distributor can access the specific quote/order for completion. The information required may include billing information, installed at site, customer Cisco.com ID to ensure registration and proper entitlement.

7. Small Business Services Contract
Services (SBS)
Services (SBS4)
Quote / Order
Register
Entitle
By default, the end-customer is the party that is entitled for support on a Small Business Support Service contract.   
For Small Business Support Service and Small Business Partner Rapid Response Service contracts, partners should contact their Cisco Account Representative and request access to the Service Access Management Tool (SAMT) as an administrator for their company. Administrators may then manage entitlement for appropriate partner employees to end-customer service contracts.
For further information please read more about Entitlement

8. Required
Information
Online Chat
Phone Support
Mixed Network
Warranty Support
Please have the following information available if assistance is needed with a Small Business Support Service (SBSS) contract or if warranty support is required:
Required information
Must have an active Cisco.com user ID.
If you do not have a Cisco.com user ID, please register for one here.
Must have product Serial Number or a Contract number
Desired information for expedited service
For warranty support, Proof of Purchase is recommended
Existing Cisco.com ID for partner and customer
Customer billing and installed site information
Contract Number for SBSS contracts
Contract is completed and mapped to Cisco.com ID of customer
Contract is also mapped to Cisco.com ID of partner (SAMT)
If you have met the above requirements, you may contact the SBSC via online chat or phone.
Note:
Technical documents and software/firmware downloads for Cisco Small Business products are available in the Cisco Support Center.
Technical
Support

9. Required
Information
Online Chat
Phone Support
Mixed Network
Warranty Support
Cisco Online Chat Support provides live, real-time technical support through a web chat session with a Small Business Support Center engineer on Cisco Small Business products during business hours for Small Business Support Service contracts or warranty support requirements.
For Small Business Partner Rapid Response Service contracts, the Partner or Customer may contact the Small Business Support Center via online chat 24x7.
If you have met the above eligibility requirements chat with a Small Business Support Center Engineer now.
Technical
Support
Online Chat

10. For information on contacting the SBSC, click here.
Required
Information
Online Chat
Phone Support
Mixed Network
Warranty Support
The Cisco Small Business Support Center (SBSC) is a call center specifically designed for small businesses. With staff trained to resolve technical issues facing small businesses, the Small Business Support Center provides customers and partners with fast access to technical assistance and expertise.
Telephone technical support via the Small Business Support Center is available during business hours for Small Business Support Services and warranty support, or 24x7 for Small Business Partner Rapid Response Service contracts.
For partners participating in the Small Business Services Promotion, partner must provide Level 1 or Level 2 support to the end customer prior to escalating to the SBSC.
For information on contacting the SBSC, click here.
Technical
Support

11. Required Information Online Chat Phone Support Mixed Network
Warranty Support
Cisco’s support structure provides targeted expertise for appropriate products
Small Business Support Center (SBSC): Cisco’s new support center specifically structured to cover Small Business products under warranty or with Small Business service contracts Customer Interaction Network (CIN): First point of interaction for anyone calling Cisco. Agents handle and direct calls to one of several second-line contact centers
Technical Assistance Center (TAC) or “Backbone TAC”: Cisco’s primary technical support for SMARTnet entitled products (note: not available for Small Business Series products)
Partners and customers should contact the SBSC or TAC based on the device they have best determined is the source of the issue or problem. In the case of a mixed CPE network, SBSC and TAC may need to work together or transfer the case.
Technical
Support
Click image to Enlarge

12. Required
Information
Online Chat
Phone Support
Mixed Network
Warranty Support
Cisco warrants every Cisco® Small Business (including formerly Linksys® Business) product to be free from defects in material and workmanship under normal use for the warranty period that applies to the particular Cisco Small Business product purchased. In addition, Cisco offers firmware/software updates for bug fixes and telephone technical support at no charge for the first 12 months following the date of purchase.
A Cisco warranty is not a service or support contract. There are significant differences between the Cisco Warranty Policy and a Cisco service contract that covers a piece of equipment. Cisco service contracts provide several features and benefits including expedited parts delivery and extended term of support. This high level of support is not available through a warranty.
For more information on Cisco Small Business product warranty support click here
For ESW 500 series warranty click here
For Cisco 300 Series warranty click here
For Cisco Small Business product firmware/software updates click here
For more information on the Cisco Small Business products click here
You may access the Small Business Support Center for warranty support via online chat or phone
Technical
Support

13. Request Delivery Lead Time Dead on Arrival Hardware Replacement
Partners have the option worldwide to return devices to the Distributor. In addition, Partners in selected countries have the option of returning defective products to Cisco. This is an option where the Distributor is out of stock or the product is beyond the return policy but still under warranty.
Products with Small Business Support Service Contract or ESW500 Series and Cisco 300 Series Products under Warranty
Partners (or Customers) contact the SBSC via online chat or phone and request a Return Materials Authorization (RMA)
Once an RMA is issued by the SBSC, Cisco will advance ship a replacement product Next Business Day (NBD) with SBS contract.  Cisco pays freight. The customer pays taxes and duties, where applicable.
After the customer has received the replacement product, the customer returns the defective product to Cisco.  Cisco pays for the return freight. Cisco pays taxes and duties, where applicable.
Cisco Small Business Series Products under Warranty
 Customers are encouraged to return their defective product to their point of sale.
Partners (or Customers) may also contact the SBSC via online chat or phone and request an RMA
 Once an RMA is issued by the SBSC, the customer ships the defective product back to Cisco. Customer pays freight. Cisco pays taxes and duties, where applicable.
 After the Cisco has received the defective product, a replacement is sent to the customer. Cisco pays freight. The customer pays taxes and duties, where applicable.
Please note: For customers, Cisco recommends that defective products be returned to their Point of Sale (POS).
Hardware Replacement
(or

14. Request
Delivery
Lead Time
Dead on Arrival
For Small Business series products with a service contract, the delivery lead time for product replacement depends on the type of contract purchased. For Small Business Support Service (SBS) contracts, the customer is entitled to Next Business Day hardware replacement and for Small Business Partner Rapid Response Service (SBS4) contracts, the customer is entitled to replacement within 4 hours.
Small Business Support Service – Advance hardware replacement parts are shipped the same day to arrive the next business day, provided the hardware diagnosis and service order (RMA) is generated before 3pm in your local region. Otherwise the part will be shipped the next business day.
Small Business Partner Rapid Response Service - Advance replacement within 4 hours, 24 hours per day, 7 days per week, including Cisco-observed holidays.
Please contact the SBSC via online chat or phone to request a replacement.
Hardware Replacement

15. Request
Delivery
Lead Time
Dead on Arrival
New equipment that is obviously damaged in transport or fails at first boot up or shortly after is considered as Dead on Arrival (DOA).
DOA products are replaced by Cisco at no charge, i.e. this replacement is provided for customers with or without support contracts. As the failed product is deemed new in case of DOA, Cisco assumes that the customer requires a new product replacement. DOA is reported back to Manufacturing, where a replacement request is fed in the manufacturing schedule. The lead time is generally around 5 business days for a DOA, depending on location. This timeline may be expedited if the customer has either a Small Business Support Service (SBS) contract or Small Business Partner Rapid Response Service (SBS4) contract. However, please note that a DOA replacement will be “new” and a replacement under a service contract or warranty may be a refurbished product and not “new.”
DOA Request Process
Contact the SBSC via online chat or phone to report the defective product.
Once the SBSC has determined the product to be DOA and eligible for new product replacement, a request for a replacement and Returns Material Authorization (RMA) will be submitted.
Replacement request is received by Cisco’s Returns team. The request will be processed within business hours.
A replacement sales order will be created as well as a RMA to return the defective gear. Return the defective gear to the designated Cisco return depot within 30 days to avoid being invoiced for the replacement product. The RMA number should be included on all return packing.
Hardware Replacement

16. Small Business Community
Features & Benefits
Partners now have another source for technical-support expertise.
Join the Cisco Small Business Support Community our new collaborative space to gather and share knowledge with other customers, partners, and Cisco about small business networking and communications products. Cisco Partners have access to special partner-only areas of the Small Business Support Community. The Community also allows partners to connect with other partners and gives the opportunity to access Cisco Support Personnel both through forum support as well as Online Chat Support. Once you log in with your Cisco.com ID you will be able to view the special partner-only areas.
Features
Easy Information Access Online Collaboration
Searching and Tagging News and Events
User Reputation Local Support
Benefits
Helps you rapidly realize business value from Cisco Small Business solutions to reduce your cost of ownership and resolve problems faster.
Makes it easy to find and use support knowledge on Cisco Small Business solutions, based on a key word or tag.
Lets you connect with peers who share common interests, and reach Cisco technical experts for support information.
Helps you express your “Voice on Cisco Small Business,” providing feedback and ideas directly to Cisco. 
Small Business Community

17. Cisco.com Account Set Up
Frequently Asked
Questions
Cisco.com Account Set Up
Contract Mapping
Useful Links
Q. What if my customer is purchasing products that are covered by both the Cisco Technical Assistance Center (TAC) and the Cisco Small Business Service? Do I (or the customer) have to contact two separate support centers?
A. Yes, for Cisco Small Business products the customer would need to contact the Small Business Support Center. For Cisco’s traditional product portfolio the customer would need to contact a Cisco TAC representative if the products have a valid contract. The agents at Cisco’s support centers have the ability to route customers to the appropriate support center using serial number and/or contract number validation. Please click here for more details.
Q. My customer can’t find my contract information. How does my customer open a case?
A. The Cisco Small Business Support Center can access the customer’s product records by serial number. The Small Business Support Center contact information can be accessed here . An agent will help you locate the contract number.
Q. On which products is the Cisco Small Business Support Service available today?
A. Cisco’s Small Business product portfolio can be found here.
For additional answers to frequently asked questions, please click here.
den
Additional
Information
And Resources

18. Frequently Asked Questions Cisco.com Account Set Up
Contract Mapping
Useful Links
The Cisco.com account or CCO ID accounts are used for entitling warranties and service as well as opening a Service Request when you call into the Small Business Support Center (SBSC).
We encourage you as a Partner and your end customers to set up a Cisco.com ID as part of your initial engagement with Cisco. Although the SBSC will help you set up a Cisco.com ID if you do not already have one, your overall support experience will be able to be handled more expediently with an existing account.
To get a Cisco.com ID and password, visit the Cisco Partner Registration page at
Partner Registration
Additional
Information
And Resources
To request support from the SBSC or to request for RMA, the user Cisco.com profile needs to have the individual Service Contract registered. With the Service Contract associated to his/her profile, this will enable the user to obtain Technical Support for those Contracts only.

19. Frequently Asked Questions Cisco.com Account Set Up
Contract Mapping
Useful Links
Cisco.com or CCO ID accounts are necessary for entitling warranties and service.
Go to and login
After logging in, select “Account” from the upper right section
Along the top of the page, select the “Additional Access” tab
One of the options on the Additional Access page will be “Contracts” with a text box next to it.
Enter your contract number in the text box.
Press Submit.
An will be sent to confirm when the contract has been mapped to the Cisco.com account.
Additional
Information
And Resources

20. Frequently Asked Questions Cisco.com Account Set Up
Contract Mapping
Useful Links
Small Business Community
Small Business Services
GPS Library – Services and Support
Small Business Support and Resources
Additional
Information
And Resources

21. EXIT

22. Small Business Services Promotion
Back
10% rebate off net bookings paid out quarterly
Partner must meet minimum total net bookings of $1500 each quarter to be eligible for a rebate
The following service levels will be eligible for a rebate
SBS (Small Business Support Service)
SBS4 (Small Business Partner Rapid Response Service)
12 month promotion starting Q1 FY2011 (may be subject to renewal)
Must be a registered partner to be eligible
Must enroll and agree to Terms & Conditions
Must have ability and provide Level 1/Level 2 support (subject to audit)
Must purchase service through distribution
No additional discount promotions or rebates apply
To enroll, please go to:
or click here
PPE

23. Small Business Services Promotion Collaborative Service Level 1 and Level 2 Definitions
Back
Partners participating in the Small Business Services Promotion is required to take the first call from the end-customer and provide Level 1 or Level 2 support as required.
“Level 1” means the ability to provide general Cisco product information (pre-sales and post-sales), Cisco hardware and Cisco software configuration, installation, and update and feature set upgrade support; perform base problem determination and collect relevant technical information; filter non-technical problems from technical problems; resolve obvious Cisco hardware problems, resolve known problems (through documentation available on Cisco.com) or other local resources, provide basic internetworking troubleshooting expertise; provide basic support on the standard Cisco software protocols and features.
“Level 2” means the ability to resolve the majority of complex configuration problems by troubleshooting and simulation (i.e, recreates); resolution of most Cisco  hardware, and Cisco software problems; determination of Cisco product specification defects; provision of lab simulation and problem replication; perform interoperability and compatibility testing for new Cisco software and Cisco hardware releases prior to being deployed into production network; definition of an action plan for troubleshooting/resolution; provision of advanced support on all Cisco software protocols and features; use external analyzing tools when appropriate; analyze traces and diagnostic data when appropriate; generate workarounds for Cisco hardware and Cisco software bugs (where present or alternate functionalities allow it) and troubleshooting bugs that were not diagnosed or resolved during 1st Level Support; and provide contact with complete steps to reproduce a problem in event of escalation to Cisco.
The Small Business Support Center (SBSC) intends to close the escalated case in a single session. In case of a need for escalation to the SBSC:
Partner contacts the SBSC via online chat or phone.
Engineer validates required information and opens the case
Engineer works the case and documents the resolution or closes the case
Escalation if required will be handled by the SBSC engineer on behalf of the partner

24. SBSC Incoming Cases SBSC Back 2 1 Direct Call CIN
Customer Interactive Network (CIN) call is routed to the SBSC
Transfers case to SBSC C3 queue
Advise SBSC if case is P3 or lower
Call SBSC directly (warm transfer) if case is P1 or P2.
Partner calls the SBSC directly.
May be a toll free call, depending on country availability
SBSC 3
Online
Chat 4
SBSC Incoming Calls and Cases
There are basically 4 ways in which the SBSC might receive a case or a call:
Direct call to SBSC (may be Toll Free Local if available)
CIN call that is routed to the SBSC
CIN would transfer the case to the SBSC queue in C3
CIN would then call the SBSC to advise them:
Warm transfer of call to SBSC if it is a P1 or P2
Advise only if P3 or lower
TAC engineer transfers a case to SBSC
Uses COT to transfer to SBSC
Also calls to advise SBSC
Online Chat Support (WebACD) case is opened based on Customer / Partner entering a chat.
TAC
Transfer
Online Chat Support (WebACD) case opened by Partner or Customer opening a chat
Technical Assistance Center (TAC) engineer transfers call to the SBSC using COT
Also calls the SBSC to advise of incoming case

25. SBSC Outgoing / Transfer Cases
Back 2 1
Re-route to
CIN
Re-assign
in C3
SBSC Engineer refers case to CIN.
Preferred method
Warm transfer if a P1 or P2
Case is reassigned using C3 to TAC
Warm transfer if a P1 or P2
Call back if P3 or greater
#1 method preferred
SBSC 3
Guidelines
for all
transfers 4
SBSC Outgoing / Transfer of Calls and Cases
Refer calls / cases back to CIN: This is the preferred method because the CIN can check entitlement, and is set up to process appropriately.
Warm transfer of call to CIN if it is a P1 or P2
C3: In some cases, an engineer may have sufficient knowledge to use C3 to assign the case to the TAC (or SMB TAC).
Warm transfer to CIN if it is a P1 or P2
Otherwise, the TAC will call the customer or partner back.
Note that this might have the potential of exposing an entitlement check gap. Therefore #1 is preferred.
Online Chat Support: TAC does not have Online Chat Support, so there is no transfer for Online Chat Support to TAC or SMB TAC.
In this case, the customer / partner is referred to the CIN telephone numbers:
Note that this is also on the website page where they first initiated the Online Chat Support session.
Outgoing all: When the SBSC has already opened a C3 service request (e.g. case), then the SBSC should provide the Service Request number so that the receiving engineer will know what has already happened.
Online
Chat
Transfer
Each SBSC case has a C3 Service Request number
All transfers provide this number to the receiving engineer
SBSC Chat is re-routed to CIN, TAC or SBSC
TAC does not have on-line chat
Partner is referred to CIN phone #s