1. Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1 Cisco Service Entitlement – an Introduction Isabel Schmidt Partner Service Development Manager Mobile: +49 (0)170 5754204 Mail: isschmid@cisco.com 21. Jan’ 2016

2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 2  What is Cisco Service Entitlement?  Entitlement and Access privileges  SAMT a brief intro  SAMT Update > re-validation of CCO-IDs  Reference to resources.

3. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 What is Cisco Services Entitlement ? Purchasing a service contract entitles access to one or more of the following services:  Cisco Support Website Tools and Support  Remote Technical Support  Hardware Replacement  Cisco application software  Hardware and Software Licensing support Entitlement is the set of privileges you and your customers receive when purchasing a Cisco Service Maintenance Agreement

4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Entitlement Policy Benefits Consistency and protecting value of Services is a key benefit enabled by Cisco’s Entitlement Policy  Fairness across the commercial space ensuring a consistent partner experience  Contractual compliance by Cisco and all parties and legal compliance with competition laws  Effective and efficient resource allocation: engineers, parts and software

5. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Cisco Brand Services Support Delivered by Cisco Both the Bill-to and installed-at party (end-customer) Collaborative/Partner Brand Services Support Delivered by Partner Together with Cisco Only the Bill-to party. Who are the entitled parties ?

6. Cisco Confidential 6 © 2013 Cisco and/or its affiliates. All rights reserved.

7. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Service Access Management Tool Self-service management of user access and contract association for efficient service request, support, and delivery  Pro-active management of contracts & Users… ensuring trouble free access to support deliverables, such as TAC, RMA and software download Provides “Delegated Administration” of contract associations Customer or partner administrators control associations  Increased Customer Satisfaction... reduces false denial failures, results in fewer escalations and improve service cycle times

8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Service Access Management tool enables a delegated administrator in partner or customer company to directly manage who can obtain Cisco services using their service contracts and/or Bill-to Ids Using Bill-To ID Bill-to IDs in Cisco.com profiles that can be utilized to obtained Cisco Services. Use this approach if you are the bill-to company on your contracts and want to make sure your engineers or support teams have service access to all contracts having the same Bill-to IDs Using Contract Contract numbers in Cisco.com for access to Cisco Services. Use this approach if you are the Bill-to company on the service contracts and want to give access to specific contracts to users, and those users will contact Cisco directly for support. Granting end-user (Customer) software download privileges What are the different access methods ? Service Access Management Tool does not grant access to contract numbers to Cisco Service Contract Center (CSCC) or Partner Self Service (PSS)

9. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 SAMT Features/Capability By number gives the capability to see all the contract/Bill-to ids you manage in one place By name allows you to list users you manage and take action at user level. By group enables you to collectively manage your users and their associations to Bill-To IDs and / or Contracts. Groups can also be shared amongst other administrators within the organization for members to stay consistent. By locking the Bill-To IDs/contracts you manage is a great way to ensure that you are in complete control of your Bill-To ID and Contract associations. Ability to lock all contracts or only Collaborative Contracts for the Bill-To-ID. Ability to generate reports that show all users with access to a contract, regardless of whether they have that access by contract or by Bill-To-ID, under the administration tab. Ability to provide a comprehensive view of contract associations whether explicit or implicit via Bill-To ID. Ability to block contract number from individual’s Cisco.com profile to prevent from being re-added by administrator or Cisco. Managing software download access request via “Pending Request(s)” option for access to a contract number that you manage. We are also looking at exploring support access request using same method to give the Delegated administrator complete control of your company’s contract association(coming soon). Through the Administration tab tell Cisco that an individual has left the company to have your company information removed from the individual’s profile by Cisco.

10. Cisco Confidential 10 © 2013 Cisco and/or its affiliates. All rights reserved.

11. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 As part of our ongoing efforts to ensure that only authorized people obtain the services provided by partner/customer contracts, we are requesting that SAMT Administrators validate who has access (contracts or bill-to IDs in their CPR profile to be used for TAC, RMA, or software download) on a yearly basis. Regularly confirming access will enable partners/customers to maximize the value their contracts provide.

12. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Each contract you manage will need to be revalidated in SAMT at least once per year. If you do not revalidate that the users for a contract should still have access, you will not be able to add any new users to that contract until the revalidation is complete (access for existing users will not be removed). Cisco will still be able to add contracts that are in Overdue revalidation status to users (if they are not Locked).

13. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 SAMT Administrators cannot associate any contracts in Overdue Revalidation Status, but no access will be removed. Each of the contracts you manage will need to be reviewed and revalidated once a year to ensure users who have access to service for the contracts should continue to have access. If the users are still not revalidated, you will receive a one day notice before the contracts are put into ‘Overdue’ Revalidation Status. If you (or another SAMT Administrator who manages those contracts) do not review the users associated to the contracts and execute the revalidation, you will receive a 14 day notice. When this action needs to occur, you will receive a 30 day notice and the contracts are put in ‘Due’ Revalidation Status.

14. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 When you are required to revalidate users who have access to the contracts you manage, an alert will appear at the top of each of the SAMT pages. To complete the revalidation, click on the “View contracts” link in the message. If you, or another SAMT Administrator, completes the required revalidation for all Due or Overdue contracts, the message will no longer appear.

15. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 You can view and/or revalidate the users associated with your contracts at any time from the “Administration” tab and “Using Contract Number”.

16. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Note: To change the number of contracts displayed on the screen, below the table, change the “Items per Page” using the drop down box to the right. 1.To refine the results 3.Click on “View report for selected contract(s)”. 2.Select one or many contracts or all contracts. 2 4.An Excel file will open with a list of users who can utilize that contract for service and their type of access. 5.Utilize SAMT as you normally would to remove unauthorized users from the contracts. 5 4 3 6. Return to the revalidation screen, select the contract(s), and click on the “Revalidate selected contract(s)” button. 16

17. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 1.Select the box. 2.Click on the “Submit” button. You will see a success message. The contract(s) will not need to be revalidated for another year. 2 1 http://www.cisco.com/web/applicat/spptauth/training/usercontractaccessrevalidation.ppsxTraining Guide: Need Help: services-entitlement-help@cisco.com

18. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 SAMT References Service Access Management Tool information http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html Service Access Management Training/User Guide: http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmtcombinedguide.ppt http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmtcombinedguide.ppt SAMT Questions/Queries/Feedback: services-entitlement-help@cisco.com services-entitlement-help@cisco.com Service Entitlement Customer Brochure: http://www.cisco.com/en/US/services/ps2827/service_entitlement_cust_overview.pdf Q & A http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmtqanda_redirect.html http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmtqanda_redirect.html

19. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Up to 2x ADMIN’s are possible. Your Cisco contact person needs the blow info from you in order to initiate the request direct to responsible team via email

20. Thank You & Any Questions

21. Cisco Confidential 21 © 2013 Cisco and/or its affiliates. All rights reserved.

22. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Definition DoA Manufacturing is a Cisco manufacturing fulfillment process for newly purchased equipment that experiences a functional failure during initial power-on,installation, or self-test. http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/ WWRL_HOME.html#2. Dead on Arrival (= DoA)

23. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 DoA is defined as new product that fails at initial power-up. The DoA process is separate from any warranty programs. DoAs must be claimed within 3 months of ship date to partner. Products must have been purchased directly (1T) or for 2T-partners via authorized distributors from Cisco. Customer must provide serial number and purchase order/sales order of purchase. Credit will only be issued once product is physically returned to Cisco's designated location Standard lead-time to receive replacement product is 10 to 12 business days for international shipments new product is made-to-order and are not “in-stock” items.. DoA - Criteria

24. Cisco Confidential 24 © 2013 Cisco and/or its affiliates. All rights reserved.

25. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Limited Lifetime Warranty and Software Policy Enhanced Limited Lifetime Warranty and Software Policy Cisco SMARTnet ® Service or Partner Support Service (PSS) Hardware Duration Limited Lifetime (5 years for power supply and fan tray) Limited Lifetime (5 years for power supply and fan tray) Renewable contracts Replacement10 business days ARNBD as available Various AR options available Cisco TAC Support None Business hours access Basic support First 90 days only 24 x 7 access IOS ® Software Base Images LAN Base Bug fixes and minor enhancement updates Unlimited updates and upgrades within licensed feature set IP Base LAN Lite Premium Images Enterprise Services None Unlimited updates within licensed feature set. Includes IOS Premium image updates and upgrades IP Services CISCO Service, Warranty & Software Policy Deliverables