1. Cisco Confidential 1 © 2013-2014 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014

2. Cisco Confidential 2 © 2013-2014 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 SAMT Glossary TermDefinition Access LevelThe “Access Level” is determined by the Contract Type. The “Access Level” column shows the type of Cisco service and support access that a contract will provide a user if the contract is associated with a user's profile or the access a user currently has. Note that if a user already has Partner level access and a Customer level access contract is associated to that user’s profile, the user will continue to have the Partner level access provided by a Partner contract already associated with the profile. Potential Access Levels are: Customer, Partner, and Guest. When this column is sorted, the ascending order will show the lowest level of access to the highest level of access and the descending order the highest level of access to the lowest. Adding a BIDWhen a BID is added, this means that the BID is in the individual's Cisco.com profile, but the contracts under it are not available for support. To be available for support, the BID needs to be enabled for support access. Adding a Contract When a contract is added, this means that a contract is associated to an individual's Cisco.com profile. This provides the user with the ability to utilize all services and support granted by that contract. Associated/ Association When a contract already exists in an individual's Cisco.com profile, it is associated with that profile. When a contract is added to an individual's profile, a contract association happens. Associating (or adding) a contract provides the individual with the ability to utilize all services and support granted by that contract. Bill to ID (BID) The “BID” is the unique identifier for a group of contracts. Whenever a new contract is purchased, the BID the contract belongs to is included so the Service Access Management Tool knows that contract number should be included in Cisco.com profiles for BIDs that are enabled for support access. BlockWhen a BID or contract is blocked, this means that a BID or contract is no longer associated with a individual's profile and that BID or contract cannot be associated with that individual's profile (unless you or another Service Access Management Tool Administrator who administers that BID or contract unblocks that BID or contract from the user's profile). This removes the user's ability to utilize all services and support granted by that blocked contract (or previously enabled BID). However, if an individual has one or many other BIDs or contract(s) associated with their profile, they will retain the access related with the contract that has the highest level of access.

3. Cisco Confidential 3 © 2013-2014 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 SAMT Glossary TermDefinition Cisco.com IDThe user id for the Cisco.com profile that the user utilizes to log into Cisco.com. Cisco.com Profile The individual's account that contains his/her contact information, additional access privileges, subscription data, and a variety of other information. Note that the Cisco.com profile can be utilized for Cisco related services that do not require a contract association. Therefore, when all contracts are removed from the Cisco.com profile, the user becomes a Guest, but their user profile still exists in the Cisco database. CSCCCisco Service Contract Center, which enables contract owners to manage their contracts: add products, remove products, etc. Company Name The “Company Name” is the company the individual indicated in their profile that they work for. When the individual registers for a Cisco.com ID, a Company Name is entered. The individual can also change this Company Name in Profile Manager. Contract Number The “Contract Number” is the unique identifier for an individual contract. No two contracts will have the same number. CustomerTo Cisco.com and Cisco support, Customer level access indicates that the user has an association with an organization that has a relationship with Cisco or with one of Cisco’s Partners to buy or utilize Cisco’s product(s) and services(s). DeleteWhen a BID or contract is deleted, this means that the BID or contract is no longer associated with the individual's profile. This removes the individual's ability to utilize all services and support granted by the contracts under the BID or the contract. However, if an individual has one or many other BIDs or contract(s) associated with their profile (and enabled in the case of BIDs), they will retain the access related with the contract that has the highest level of access. GuestTo Cisco.com and Cisco support, these individuals may have some relationship with Cisco by participating in special offers and programs or subscribing to newsletters. However, Guest level access indicates that an individual user does not qualify for Customer or Partner access, which means their access to services is limited. LockedDisplays "Yes" or "No" to indicate whether the BID or contract number is locked. Cisco cannot add locked BIDs or contract numbers to Cisco.com profiles.

4. Cisco Confidential 4 © 2013-2014 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 SAMT Glossary TermDefinition Mail toWhen a user is clicked on in the "Name" column, there is a link to that individual's email address, as it is specified in the individual's profile. NameThe “Name” column is created by combining the last name and the first name from the individual's profile and separating the two names by a comma. If an individual’s name is clicked, a mail to function is launched with the individual’s email address in their Cisco.com profile. PartnerTo Cisco.com and Cisco support, Partner level access indicates that an individual user has an association with an organization that has sales, support, or service agreements directly with Cisco to sell, promote, deploy, or service Cisco’s products and technologies. Generally, Partner contracts provide access to more services than Customer level access. Partner Self Service (PSS) Partner Self Service, which enables Partner users to associate themselves with a Cisco partner and obtain Partner level access to manage user profile information and company data. ReasonThe field that must be filled out when you are blocking or unblocking a BID or contract from an individual's profile. Service Access Management Tool - Using BID An administrative tool that gives external Administrators the ability to actively manage BID additions, support enablement, support removal, deletions, blocking, and unblocking to/from Cisco.com profiles. SAMT also allows Administrators to lock and unlock BIDs. Access is granted to employees within a Partner/Customer company who have been designated as Administrators for their company by a Cisco service contract account team representative. Service Access Management Tool - Using Contract Number An administrative tool that gives external Administrators the ability to actively manage contract additions, deletions, blocking, and unblocking to/from Cisco.com profiles. SAMT also allows Administrators to lock and unlock contracts. Access is granted to employees within a Partner/Customer company who have been designated as Administrators for their company by a Cisco service contract account team representative.

5. Cisco Confidential 5 © 2013-2014 Cisco and/or its affiliates. All rights reserved. Last Updated: April 2014 SAMT Glossary TermDefinition Service Request Management The "Service Request Management” column indicates what level of access the contract will provide an individual if the contract is associated with a individual's profile or the level of access user currently has to view, open, or update service requests if this contract is added to his her/profile. Each row will either say: No Access (not able do anything regarding service requests), Query Only (able to view service requests, but cannot open or update them), Query & Update (able to view and change service request, but cannot open them), and Query/Update/Open (can do all service request functions). When this column is sorted, the ascending order will show the lowest level of access to the highest level of access and the descending order the highest level of access to the lowest. Software DownloadThe “Software Download” column indicates if a contract enables individuals associated with it to download software or if an individual currently has the ability to download software. Each row will either say Yes or No. UnblockAn individual has been blocked from adding a BID or contract to his/her profile. That individual cannot add that BID or contract to the profile again, unless you (or another Service Access Management Tool Administrator who administers that BID or contract) unblock that BID or contract from the individual's profile and add it to the individual's profile again. UnlockA BID or contract number that has been locked is unlocked using this action. Cisco cannot add locked BIDs or contract numbers to Cisco.com profiles, except when Terms & Conditions have not been adhered to.