1. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 1 Jeff McEachern Business Development Manager Smart Services Smart Care

2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 What Makes a Cisco Service “Smart”? Services that have…which collect …which is analyzed and compared to …to provide Actionable Insight Cisco’s Intellectual Capital Network Diagnostic Data Automated Software-enabled Capabilities ++ CISCO INTELLECTUAL CAPITAL 25 years of networking innovation and leadership 50 million installed devices 6 million annual customer interactions 90,000+ technical documents

3. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Smart Care ‘Four Pillar’ Capabilities Smart Capabilities 24/7 Partner Access to Technical Assistance Center Cisco.com and Smart Care Portal/Tools Access NBD Hardware Replacement with Optional Four Hour Coverage Cisco IOS Updates, Upgrades, and Software Updates Cisco Smart Care Service Single Contract Management Product Alerts and Notifications Security and Core Assessments and Repair Remote Network Monitoring Voice Assessments and Quality Monitoring Services Network Wide Maintenance Coverage Delivered and Supported by Partner

4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

5. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5

6. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Customer Reports Supports QBRs, facilitates budgeting and demonstrates value add

7. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Product Enhancements Operational & Marketing Changes Smart Care: Partner Asks Bigger Average Contract Size More Flexibility Consistency with other Cisco offers Faster on-boarding More device coverage Support more protocols Better portal performance Additional Assessments

8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Smart Care: New Deliverables Customers with 1000+ devices Product Enhancements Operational & Marketing Changes Cisco incentive programs: XIP SKU-based like SMARTnet Training, sales & technical tools UCS & SMB devices Better portal performance SNMP3 protocol Medianet & IPv6

9. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Smart Care: Pricing & Profitability 15% Rebate Import contract into portal and maintain 70% appliance deployment rate Stackable, in addition to attach/renew rebates Higher Services Margin Higher renewal rate Additional revenue due to the discovery of uncovered devices and EOL Reduction in support calls Additional assurance you hit attach/renew New Business - Higher close ratio Professional Services Potential

10. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Smart Care Margin Analysis

11. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Tools for Success – Your BDM Business Consultant Services Model Analysis On-Boarding Positioning, Packaging and Pricing Sales Training Joint Sales Calls Administration

12. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Summary Cisco Smart Care expands business opportunities by providing a proactive services platform on which partners can build the next generation of personalized services.  Improve profitability by transitioning to a service- led model based on higher profit margins and predictable recurring revenue  Differentiate business offering by developing personalized services for commercial customers  Increase customer loyalty by delivering an exceptional service experience  Simplify contract maintenance by leveraging a single contract with auto-renew and auto-add features  Cost-effectively grow service business through a collaborative go-to-market strategy with Cisco