1. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1  This presentation provides a general overview of using the Service Access Management Tool to manage Cisco service access.  Access to services can be managed by Bill to ID (Partner) and/or Contract Number (End Customer).  Access to Cisco Service Contract Center (CSCC) is not managed by this tool. CSCC information can be found here: http://www.cisco.com/web/partners/services/resources/cs cc/index.html  CSCC is used for service contract management, whereas the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

2. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both.  Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services* *Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.

3. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Using Contract Number  Enables Administrators to place Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services  When a new service Contract is purchased, it must be manually added to Cisco.com profiles  Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts Using Bill to ID Enables Administrator to identify which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly

4. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Add Bill to IDs to Cisco.com profiles for access to certain tools (order status, licensing, etc.) but individuals cannot obtain Cisco services Enable Bill to IDs for support access (individuals can obtain Cisco services) Remove support access for Bill to IDs (individuals cannot obtain Cisco services) Delete Bill to IDs from Cisco.com profiles Block Bill to IDs in a Cisco.com profile (a specific individual cannot have them added to his profile) Unblock Bill to IDs in a Cisco.com profile (an unblocked individual can now have the BIDs added to his Cisco.com profile) Lock Bill to IDs so that only an Administrator who manages the Bill to IDs can add them to a Cisco.com profile Unlock Bill to IDs so that Cisco can add them to Cisco.com profiles Remove Access Enable Access Add BID Delete BID Block BID Unblock BID Lock BID Unlock BID Administrators can perform the following actions:

5. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 ActionRecipient Cisco adds an administered Bill to ID to a Cisco.com profile All Administrators of that Bill to ID A Bill to ID is added, deleted, blocked, unblocked, locked or unlocked, or support is enabled or removed using the tool All Administrators of that Bill to ID Any action is taken on the individual’s Cisco.com profile by an Administrator Affected Individual Automated emails are generated when the following actions are completed:

6. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Lock Locking prevents a Bill to ID from being added by Cisco to any Cisco.com profile (an Administrator can still add the Bill to ID to an individual) This action might occur if the Partner/Customer has a dedicated support team and only those people should be allowed to obtain Cisco services # Block  Blocking a Bill to ID from an individual’s Cisco.com profile prevents that Bill to ID from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco  This action might occur if someone leaves the Administrator’s company or department and repeatedly calls in for contract association / support.

7. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Click on a link to go to that area of the guide. Using Bill to ID: Manage by Number If you are a SAMT Admin managing service access by BID, the Manage by Number screen is what you will see when you first log into the tool. This screen displays a list of all the BIDs that are in your Cisco.com profile and are able to manage using the Service Access Management Tool. If you cannot see a BID you want to manage in SAMT, send an email to ic- support@cisco.com with your Cisco.com ID, the BID(s). Ensure the word "Profile" is in the subject or the response to your request will be delayed. BIDs are used by other Cisco applications, so only delete or block a BID from an individual if you know it will not affect their access to other Cisco tools. Note: Block prevents a BID from being re-added to a specific individual. Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked BID to Cisco.com profiles.

8. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 The Manage by Number screen allows you to:  Enter a single Bill to ID you administer and select an Action. The Actions you can select are: Note:You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it.  Or, choose a single Bill to ID from a list of all Bill to IDs that you administer and select an Action.  Add BID and Enable support access  Remove Support Access  Add BID  Delete BID  Block BID  Unblock BID

9. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Click on a link to go to that area of the guide. Using Bill to ID: Manage by Name If you are a SAMT Admin managing service access by Bill to ID, the Manage by Name screen is what you will see when you click on the "Manage by Name" tab. This screen displays all the individuals who have at least one BID in their Cisco.com profile that is the same as a BID in your Cisco.com profile. A BID can be in an individual's Cisco.com profile and not be available to be used for support. BIDs are used by other Cisco applications, so only delete or block a BID from an individual if you know it will not affect their access to other Cisco tools. Note: Block prevents a BID from being re-added to a specific individual. Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked BID to Cisco.com profiles.

10. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Click on a link to go to that area of the guide. Using Bill to ID: Manage by Group If you are a SAMT Admin managing service access by BID, the Manage by Group screen is what you will see if you click on the "Manage by Group" tab. On this screen you can create a group of individuals and add BIDs to all of them at the same time. You can also make modifications to groups.

11. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 The Manage by Group screen allows you to: Create a New Group  Add individuals or Bill to IDs to the group  Add individuals or Bill to IDs to the group and enable support access  Remove support access from the group  Delete individuals or Bill to IDs from the group  Rename the group  Delete the group  Share / Unshare group Or, choose an existing group and select:

12. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Click on a link to go to that area of the guide. Using Bill to ID: Lock/Unlock Bill to IDs If you are a SAMT Admin managing service access by BID, the Lock/Unlock screen is what you will see if you click on the "Lock/Unlock" tab. This screen displays a list of all the BIDs that are in your Cisco.com profile and are able to manage using the Service Access Management Tool. Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add the BID to Cisco.com profiles. Note: Block prevents a BID from being re-added to a specific individual. You can: Lock all contracts under selected BID(s) irrespective of whether there are contract level administrators or not OR Lock only those contracts under selected BID(s) which do not have a contract level administrator

13. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Enter one Bill to ID that you Administer and select an Action. Or, choose one or many Bill to IDs.  Lock Bill to ID(s)  Unlock Bill to ID(s)  Lock Collaborative Contracts only The Actions you can select are: The Lock/Unlock screen allows you to:

14. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Click on a link to go to that area of the guide. Bill to ID: Administration If you are a SAMT Admin managing service access by BID, the Administration screen is what you will see if you click on the "Administration" tab.

15. © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15  Obtain Reports  Open Profile Manager in order for the Administrator to perform/request updates to his profile  Inform Cisco about individuals who have left the company  Inform Cisco about individuals who are obtaining support and may not be authorized  Register a new individual to obtain a Cisco.com ID The Administration screen allows you to: