Cisco & DEX David Mowat Senior Manager, Cisco Dennis Cain

Cisco & DEX David Mowat Senior Manager, Cisco Dennis Cain
Vice President, DEX Chip Dickinson President, DEX Systems

Overview of Technical Services and Service Supply Chain
Agenda Cisco Overview Overview of Technical Services and Service Supply Chain Cisco and DEX

Computer scientists, Len Bosack and Sandy Lerner found Cisco Systems
1984 Computer scientists, Len Bosack and Sandy Lerner found Cisco Systems Bosack and Lerner run network cables between two different buildings on the Stanford University campus A technology has to be invented to deal with disparate local area protocols; the multi-protocol router is born

FY 1986 1984 1985 2 1987 1985 1986 4 1984 1987 1986 1988 1985 1993 1996 1995 1997 1994 2000 1999 1998 2001 2002 1988 1987 1989 1992 1991 1990 2005 2004 2003 2006 2007 2 4 9 $27M 4 111 29 9 Revenue Headcount Facts First system ships— Massbus-Ethernet Interface Subsystem Innovation Hires first employee AGS multi-protocol router

FY 1989 1987 1988 29 1988 1986 1987 9 1987 1985 1986 4 1984 1987 1986 1988 1985 1993 1996 1995 1997 1994 2000 1999 1998 2001 2002 1988 1987 1989 1992 1991 1990 2005 2004 2003 2006 2007 2 9 4 $27M 9 111 29 Revenue Headcount Facts Hires first employee Innovation AGS multi-protocol router John Morgridge joins as President & CEO

FY 1991 1989 1990 $69M 251 1989 1987 1988 29 1990 1988 1989 $27M 111 1984 1987 1986 1988 1985 1994 1996 1997 1995 2000 1999 1998 2001 2002 1988 1987 1989 1992 1991 1990 1993 2005 2004 2003 2006 2007 2 9 4 29 $27M 111 $69M $27M $183M 251 111 503 Revenue Headcount John Morgridge joins as President & CEO Facts Innovation CSCO

FY 1992 1990 1991 $183M 503 1991 1989 1990 $69M 251 1984 1987 1986 1988 1989 1985 1994 1997 1996 1998 1995 2000 1999 2001 2002 1992 1991 1990 1993 2005 2004 2003 2006 2007 $27M 111 $69M 251 $183M 503 $381M 875 Revenue Headcount Facts CSCO First international office: UK First stock split Market capitalization of $1 billion $1B $ Communication Server Family Innovation

FY 1993 1991 1992 $381M 875 1992 1990 1991 $183M 503 1984 1987 1986 1988 1990 1989 1985 1995 1998 1997 1999 1996 2002 2001 2000 2003 2004 1993 1994 2005 2006 2007 $381M 875 $714M 1459 $69M 251 $183M 503 Revenue Headcount First international office: UK First stock split Market capitalization of $1 billion Facts $1B $ Communication Server Family Innovation Canada and Japan offices open First patent Cisco low-end router platform CiscoWorks Router-Management Software 4000 Series

FY 1993 1991 1992 $381M 875 1994 1992 1993 $714M 1,459 1993 1994 1984 1987 1986 1988 1991 1990 1989 1992 1985 1995 1998 1997 1999 1996 2002 2001 2000 2003 2004 1993 1994 2005 2006 2007 $714M 1459 $1.33B 2269 $183M 503 $381M 875 Revenue Headcount Facts Canada and Japan offices open First patent Innovation Cisco low-end router platform CiscoWorks Router-Management Software 4000 Series Certified Internetwork Expert (CCIE) program Belgium, Mexico, Hong Kong offices open Acquisitions 7000 Router Platform 100K Shipping Milestone: 100,000 routers

FY 1995 1993 1994 $1.33B 2,269 1994 1992 1993 $714M 1,459 1993 1994 1984 1987 1986 1988 1991 1990 1989 1992 1985 1995 1998 1997 1999 1996 2002 2001 2000 2003 2004 1993 1994 2005 2006 2007 $1.33B 2269 $2.23B 3827 $381M 875 $714M 1459 Revenue Headcount Certified Internetwork Expert (CCIE) program Belgium, Mexico, Hong Kong offices open Acquisitions Facts Innovation 7000 Router Platform 100K Shipping Milestone: 100,000 routers Patent San Jose, CA corporate headquarters Catalyst Switch First ATM Router Interface / ATM Switch ships Brasil office opens

FY 1996 1994 1995 $2.23B 3,827 1995 1993 1994 $1.33B 2,269 1993 1994 1984 1987 1986 1988 1991 1990 1989 1992 1985 1995 1998 1997 1999 1996 2002 2001 2000 2003 2004 1993 1994 2005 2006 2007 $2.23B 3827 $4.1B 8259 $714M 1459 $1.33B 2269 Revenue Headcount Patent San Jose, CA corporate headquarters Catalyst Switch First ATM Router Interface / ATM Switch ships Brasil office opens Facts Innovation Acquisitions John Chambers becomes CEO John Morgridge becomes Chairman of the Board Catalyst 5000 Series 750 Series of ISDN router solutions 7500 Series

FY 1997 1995 1996 $4.1B 8,259 1996 1994 1995 $2.23B 3,827 1993 1994 1984 1987 1986 1988 1991 1990 1989 1992 1985 1995 1998 1997 1999 1996 2002 2001 2000 2003 2004 1993 1994 2005 2006 2007 $4.1B 8259 $6.44B 10728 $1.33B 2269 $2.23B 3827 Revenue Headcount Acquisitions John Chambers becomes CEO Facts Innovation John Morgridge becomes Chairman of the Board Catalyst 5000 Series 750 Series of ISDN router solutions 7500 Series Enter Service Provider market First universal access server family 7200 Series Routers SP China and the Netherlands offices open Shipping Milestone: > $1M Access products $ Cisco Enters Service Provider Market

FY 1998 1996 1997 $6.44B 10,728 1997 1995 1996 $4.1B 8,259 1993 1996 1995 1997 1994 1999 1998 1984 1987 1986 1988 1991 1990 1989 1992 1985 1998 1997 1999 1996 2002 2001 2000 2003 2004 2005 2006 2007 $6.44B 10728 $8.46B 14623 $2.23B 3827 $4.1B 8259 Revenue Headcount Facts Innovation Ranks 332 in Fortune 500 Networking Academy Program Cisco Foundation Employee number 10,000 Ground work set for “Anywhere Play “ with first in a series of VoIP products 1 millionth series router sold Acquisitions VoIP 1M Data/Voice/Video “All in One” Enter Service Provider market First universal access server family 7200 Series Routers SP China and the Netherlands offices open Shipping Milestone: > $1M Access products $ Cisco Enters Service Provider Market

FY 1999 1997 1998 $8.46B 14,623 1998 1996 1997 $6.44B 10,728 1993 1996 1995 1997 1994 1999 1998 1984 1987 1986 1988 1991 1990 1989 1992 1985 1998 1997 1999 1996 2002 2001 2000 2003 2004 2005 2006 2007 $8.46B 14623 $12.2B 20657 $4.1B 8259 $6.44B 10728 Revenue Headcount Shipping Milestone: 100,000th 3600 Series modular access platform First company to achieve market capitalization of $100B in 14 years First small office, home and telecommuting cable modem Facts Innovation Catalyst 8500 100K $ Ranks 332 in Fortune 500 Networking Academy Program Cisco Foundation Employee number 10,000 Ground work set for “Anywhere Play “ with first in a series of VoIP products 1 millionth series router sold Acquisitions VoIP 1M Data/Voice/Video “All in One”

FY 2000 1998 1999 $12.2B 20,657 1999 1997 1998 $8.46B 14,623 1993 1996 1995 1997 1994 1999 1998 1984 1987 1986 1988 1991 1990 1989 1992 1985 1998 1997 1999 1996 2002 2001 2000 2003 2004 2005 2006 2007 $12.2B 20657 $18.9B 34613 $6.44B 10728 $8.46B 14623 Revenue Headcount New technology: Dynamic Packet Transport 7100 Series of Integrated (VPN) Routers VoIP technology patent Key VoIP patent Consumer line of business Cisco 15th anniversary Top 25 employers Acquisitions March 10 Shipping Milestone: 100,000th 3600 Series modular access platform First company to achieve market capitalization of $100B in 14 years First small office, home and telecommuting cable modem Facts Innovation Catalyst 8500 100K $

FY 2000 1998 1999 $12.2B 20,657 2001 1999 2000 $18.9B 34,613 1993 1996 1995 1997 1994 1999 1998 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 2001 2003 2004 2005 2006 2007 $18.9B 34613 $22.3B 38402 $8.46B 14623 $12.2B 20657 Revenue Headcount Becomes world’s most valuable market cap company at $500B Invests $3.5M in educational programs in more than half the world’s least developed countries Catalyst 4006 Wireless LAN solution 10 new IP telephony products Wireless technology patent Innovation Facts Acquisitions LDC $ Network of Networks New technology: Dynamic Packet Transport 7100 Series of Integrated (VPN) Routers VoIP technology patent Key VoIP patent Consumer line of business Cisco 15th anniversary Top 25 employers March 10

FY 2003 2001 2002 $18.9B 35,670 2002 2000 2001 $22.3B 38,402 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 2001 2003 2004 2007 2006 2005 2008 $18.9B 35670 34466 34613 $22.3B 38402 Revenue Headcount Introduces 14 new access routers Shipping Milestone: 1M IP phones MDS Series Acquisitions Innovation Value Incentive Program—Transforms the Channel Value Incentive Program (VIP) VIP 12400 Series Router SN 5420 Storage Router Prolonged economic downturn predicted Facts Chambers cuts his salary to $1 Cisco Organizes into Functions First Cisco Council Thread Represented by the number of hours employees volunteer and individual employee contributions that make the world a better place.

2003 2002 Working_Timeline 1 $18.9B 34,466 $18.9B 35,670 2004 2002
FY 2004 2002 2003 $18.9B 34,466 2003 2001 2002 $18.9B 35,670 2004 2003 2007 2006 2005 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $18.9B 34466 $22B 34371 $22.3B 38402 35670 Revenue Headcount Wireless IP Phone 7920 Presidential Award for Corporate Leadership Acquisitions Innovation Shipping Milestone: 2M IP phones Introduces 14 new access routers Shipping Milestone: 1M IP phones MDS Series Value Incentive Program—Transforms the Channel Value Incentive Program (VIP) VIP 18

FY 2004 2002 2003 $18.9B 34,466 2005 2003 2004 $22B 34,371 2004 2003 2007 2006 2005 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $22B 34371 $24.8B 38413 $18.9B 35670 34466 Revenue Headcount 20 years of innovation— employees volunteer ‘20 years’ of community service Carrier Routing System (CRS-1)— Significant routing innovation Innovation Acquisitions Shipping Milestone: 4M IP phones Reorganize to better serve emerging market countries Facts Cisco Enters Commercial Market Wireless IP Phone 7920 Presidential Award for Corporate Leadership Shipping Milestone: 2M IP phones

FY 2005 2003 2004 $22B 34,371 2006 2004 2005 $24.8B 38,413 2004 2003 2007 2006 2005 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $24.8B 38413 $28.5B 51840 $18.9B 34466 $22B 34371 Revenue Headcount First ever “virtual” opening of NASDAQ Security solutions Facts Innovation Acquisitions Network as Platform 20 years of innovation— employees volunteer ‘20 years’ of community service Carrier Routing System (CRS-1)— Significant routing innovation Shipping Milestone: 4M IP phones Reorganize to better serve emerging market countries Cisco Enters Commercial Market

FY 2007 2005 2006 $28.5B 51,840 2006 2004 2005 $24.8B 38,413 2004 2003 2007 2006 2005 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $28.5B 51840 $34.9B 63050 $22B 34371 $24.8B 38413 Revenue Headcount First ever “virtual” opening of NASDAQ Security solutions Facts Innovation Acquisitions Network as Platform JD Awards Certification for Excellence in Technical Support Flagship product— Catalyst hits $20B revenue Chambers receives Clinton Global Citizen Award 7200 Series— 10 year anniversary $ Telepresence 21

FY 2007 2005 2006 $28.5B 51,840 2008 2006 2007 $34.9B 63,050 2004 2003 2005 2007 2006 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $34.9B 63050 $39.5B 67647 $24.8B 38413 $28.5B 51840 Revenue Headcount JD Awards Certification for Excellence in Technical Support Flagship product— Catalyst hits $20B revenue Acquisitions Chambers receives Clinton Global Citizen Award 7200 Series— 10 year anniversary Innovation Facts $ Telepresence Bangalore, India Globalisation Centre opens

2008 FY 2009 2007 2008 $39.5B 67,647 2008 2006 2007 $34.9B 63,050 2004 2003 2005 2006 2007 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $39.5B 67647 $36.1B 65545 $28.5B 51840 $34.9B 63050 Revenue Headcount Acquisitions Technology leadership team of 7 formed Cisco to invest up to $16B in China over 5 years Facts $ Padmasree Warrior named CTO Nexus Platform Enterprise-class n Wireless LAN System Innovation Comprehensive Collaboration: UC, Video, Web 2.0 VIDEO WEB 2.0 UNIFIED COMMUNICATIONS Bangalore, India Globalisation Centre opens 23

2009 FY 2010 2008 2009 $36.1B 65,545 2009 2007 2008 $39.5B 67,647 2004 2003 2005 2006 2007 2008 2009 2010 2011 2014 2013 2012 2015 1993 1996 1995 1997 1994 2000 1999 1998 2001 1984 1987 1986 1988 1991 1990 1989 1992 1985 2002 $36.1B 65545 $34.9B 63050 $39.5B 67647 Revenue Headcount Long-standing EVP Rick Justice Retires. Rob Lloyd named successor Facts Virtual Strategic Leadership Offsite CSCO Acquisitions Unified Computing System Innovation Shipping Milestone: 49M Digital Set-tops EOS: Cisco enters media & entertainment market Telepresence Public Suites Technology leadership team of 7 formed Cisco to invest up to $16B in China over 5 years $ Padmasree Warrior named CTO Nexus Platform Enterprise-class n Wireless LAN System Comprehensive Collaboration: UC, Video, Web 2.0 VIDEO WEB 2.0 UNIFIED COMMUNICATIONS 24

2010 Innovation Acquisitions Facts
Cisco will continue evolving as a company… with the core of our culture being customer success. Innovation Acquisitions Facts

Market Share Leadership
0% 20% 40% 60% 80% 100% Digital Video: IPTV 65% Cisco/SA Switching: Modular/Fixed 70% Security Cisco 35% Voice 28% Wireless: LAN 54% Storage: Area Networks 24% Routing: Edge/Core/Access 57% Networked Home Linksys 45% Web Conferencing Cisco/WebEx 50%

culture connect Human Network collaboration customers employees
community Cisco allows people to connect That’s the Human Network and globally locally a place where everyone is connected

The Cisco Vision changing the way we work, live, play, and learn. SM
to shape the future of the Internet by creating unprecedented value and opportunity for our customers, employees, investors and ecosystem partners The Mission

Customer Success culture Market Transitions Giving Back
Trust/ Fairness/ Integrity Open Communication Inclusion Continuous Improvement/ Stretch Goals culture Innovation Customer Success Profit Contribution (Frugality) Quality Team No Technology Religion Empowerment Collaboration/ Teamwork Drive Change Fun

culture customers Cisco’s
drive our strategy—we deliver long-term relationships and customer satisfaction based on customer needs culture Global Approach Business Architecture + Technology Architecture Services-led Solutions Cisco 3.0 Network as the Platform Technology Architecture Business Architecture

Cisco’s History of Customer Satisfaction
10+ years of history—formally tracking customer satisfaction Central part of Cisco’s culture Customer satisfaction tied to the bonus plan 5 4.41 4.44 4.43 4.37 4.37 4.36 4.33 4.33 4.30 4.33 4.22 4.06 4.15 4.01 3 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 Source: Cisco annual survey; measured on a scale of 1 to 5 in fiscal years

Go-to-Market / Investment Strategy
technology Innovation Innovation as a means of evolving through… Internal Innovation Acquisition Strategy Build Buy Partner Go-to-Market / Investment Strategy

history history culture culture customers customers technology technology

Overview of Technical Services & Service Supply Chain

Technical Services Industry-Leading Support Capabilities
Proactive Intelligence - Smart Services Smart Services infuse capabilities with proactive intelligence Extended Performance Capabilities Engineering/Operations Specialists Remote Monitoring, Diagnostics, Alerts Application Software Updates and Upgrades Security Threat Mitigation OS Software Updates and Upgrades Foundational Capabilities Advance Hardware Replacement Online Technical Resources Technical Assistance from TAC

Technical Services Industry-Leading Support Capabilities
Proactive Intelligence - Smart Services Smart Services infuse capabilities with proactive intelligence Extended Performance Capabilities Engineering/Operations Specialists Remote Monitoring, Diagnostics, Alerts Application Software Updates & Upgrades Security Threat Mitigation OS Software Updates & Upgrades Foundational Capabilities Advance Hardware Replacement Online Technical Resources Technical Assistance from TAC

Global Service Supply Chain Logistics Support
Advance Hardware Replacement Global Service Supply Chain Logistics Support 24-hour, Global Hardware Replacement and Onsite Field Engineer Support Geographic coverage in 120+ countries 1000+ parts depots $4B investment in part replacement inventory Access to globally deployed onsite field engineers Six hardware replacement options from 2-hour to Next Business Day (NBD) delivery, based on service availability

TS Global Capabilities
Technical Assistance from TAC & Advance Hardware Replacement TS Global Capabilities Global Center Satellite Center Regional Center 24-Hour Hardware Replacement coverage Providing superior, globally consistent services Global Coverage Hardware replacement in over 120 countries 170,000 Parts Delivered Quarterly 220,000 Service Requests Quarterly

Advance Hardware Replacement and Onsite Support
Cisco and Its Partners and Vendors Provide time-sensitive delivery of replacement hardware Help maximize operational reliability Deliver globally consistent remote and onsite parts support through exceptional diagnostic and part-sparing programs Help maintain your network operations Support your risk mitigation plans

A Networked Virtual Organization
Advance Hardware Replacement A Networked Virtual Organization Cisco Global Service Supply Chain Cisco Partners Cisco Customers US and Canada Field Engineers Premium Service Level Europe & Emerging Markets Logistics/Delivery Japan Standard Service Level Asia Pacific Repair Latin America

Global Service Supply Chain Service Request Resolution
Advance Hardware Replacement Global Service Supply Chain Service Request Resolution Repair Vendor Failure Analysis Defective Part Return Hardware Replacement Onsite Field Engineer Customer Receives Replacement Part Inventory Planning Parts Sparing and Replenishment Customer Facing

Cisco Service Supply Chain Evolution
Advance Hardware Replacement Cisco Service Supply Chain Evolution Rules-based inventory/ delivery policies for each segment Service Provider Examples: Low-cost delivery for Commercial Scheduled fulfillment for Cisco Partners High-touch delivery for Service Provider and Enterprise Enterprise Commercial Leverage common infrastructure, inventory, processes Maximize efficiency Right-size delivery based on Customer requirements

Cisco Technical Services Advantage
Advance Hardware Replacement Cisco Technical Services Advantage Networked virtual organization partnering with vendors and customers Strong links across the Service Supply Chain ensure optimum service Customer interaction and data accuracy drives award-winning service KEY MESSAGE: Emphasize the need for partnership between Cisco and the customer. With open interaction, we can better support the customer’s needs and are not only equipped to do so, but also committed to that. (For example, we can only plan for/provide great service when the customer works with us in updating contracts, install sites, etc. . .)

Cisco Services Industry Recognition
Awards and Certifications Consistently recognized for industry-leading services innovation, best practices, and services excellence

Cisco & DEX

Problem Statement / Business Opportunity
Scientific Atlanta (SA) Integration requires support for repair and return the same unit (RTSU) which is not currently supported. Cisco Repair is heavily customized Business is driving to reduce customizations Opportunity Expand DEX SW package to eliminate many of the the complicated, hard to support Cisco processes and tools

Areas for Improvement / Expected Benefits
Value Proposition Areas of Improvement Enable RTSU functionality (New service offerings) Reduced Complexity of Future Upgrades, Integrations & Maintenance by removing customization in repair Drive business consistency and Total cost of ownership by leveraging the solution via B2B Current Expected Benefits C3 heavily customized for Supply Chain business Enablement of new service offerings Some TPL, TPM, OEM & Repair partners log directly into C3 Reduced TCO (Total Cost of Ownership) by reducing the duplicity of application, maintenance and support within SAP Applications interfaced directly to C3 Enhanced foundation for repair services One-size-fits-all Partner/Customer Experience for Service Ordering (SVO) Scalability, ease of maintenance and future upgrades

Repair operations (RTSU) to be supported from DEX.
Reduce customization by leveraging out-of-box solutions DEX for SA Integration Vanilla Oracle Customizations SAP (Repair) Vanilla Oracle Overview Customizations DEX: Supply Chain Solutions Provider and industry leader in reverse logistics. Integration requires support for “Repair and Return the Same Unit” (RTSU) service which C3 doesn’t currently support. DEX Supply Chain (SA RTSU, RAT, RQS) Repair operations (RTSU) to be supported from DEX. Goals/ Benefits Enable RTSU functionality . Enhanced foundation for Repair Services. Scalability, ease of maintenance and future upgrades. Customer Repair Depot Ship Create RMA Repair Invoice Estimate Update Install Base

DEX Solution DEX provides Oracle based Application suites. They are the only Business Process Outsourcing (BPO) for Oracle in Reverse Logistics DEX solution can support SA (RTSU) and current Cisco repair functionality DEX Repair Module works like another Module in Cisco ERP (C3) – plug and play and easy integration DEX Ordervision provides front-end web portal to Oracle E-Business suite for RTSU RMAs B2B Capable Single solution for SA Integration – RMA creation till shipment of the unit

w e l c o m e t o t h e h u m a n n e t w o r k.

Core Capabilities DEX core strengths and expertise:
Supply Chain Services emphasizing Reverse Logistics and Repair Software Solutions Parts Procurement Professional Services – Value Engineering

DEX History Developed Reverse Logistics Application Extensions
Entered into an Oracle Business Process Outsourcing (BPO) agreement, DEX is sole Reverse Logistics software provider Provided Cisco a DEX software solution DEX Systems was created Purchased Oracle e-Business Suite Joined Oracle Partner Network DEX Founded May 12, 2019

DEX Systems Modules DEX Logistics Standard Software Modules
DEX Recertification DEX Returns DEX Repair DEX Recovery DEX Engineer DEX OrderVision DEX Supplier DEX Buyer DEX Sourcing DEX Integration DEX Portals DEX Custom DEX Warehouse DEX Utilities

Questions & Answers May 12, 2019

Cisco & DEX David Mowat Senior Manager, Cisco Dennis Cain

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