DART Request Training For Asia Distributors

1. DART Request Training For Asia Distributors

2. Objectives • The purpose of this training is to educate the Disti on how to open a DART request with the DART Admin • The Disti will also need to know that they can track & respond to their DART requests using a case management tool.

3. RightNow Tool URL • URL to access the webpage to submit DART request: http://cisco-dart.custhelp.com/app/ask

4. Create a new ID and password Click on “My Stuff”

5. Create a new ID and password – Con’t Click on “Create a New Account”

6. Create a new ID and password – Con’t • Enter all information highlighted with an asterisk (*) • For security reason, please enter a password Click on “Create Account” to complete the process

7. Forget your password? Click on “Email Me My Password” to retrieve your password via email

8. Open a case Click “Ask a Question” Click “DART Request Type” and select the appropriate request

9. New DSA DART Request • Mandatory Fields • DEAL ID • Reseller Name • End User Name • Distri Name (Select via dropdown) • BOM Template (Standard excel template which will be uploaded) Click on “Continue” to complete the process

10. New Promotion DART Request • Mandatory Fields • Promotion Code • End User Name • Distri Name (Select via dropdown) • BOM Template (Standard excel template which will be uploaded) Click on “Continue” to complete the process

11. New Non-Standard CTMP DART Request • Mandatory Fields • DEAL ID • CTMP Code • Reseller Name • End User Name • Distri Name (Select via dropdown) • BOM Template (Standard excel template which will be uploaded) Click on “Continue” to complete the process

12. BoM Template • DART requestor will need to attach a BoM Template • A sample of the BoM Template is attached below.

13. DART Revision Request • Mandatory Fields • Original DART# to be Revised • Revision Request (Select via dropdown) • Reseller Name • End User Name • Distri Name (Select via dropdown) • BOM Template (Standard excel template which will be uploaded) Click on “Continue” to complete the process

14. DART Cancellation Request • Mandatory Fields • Original DART# to be Revised • Cancellation Reason (Select via dropdown) • End User Name • Distri Name (Select via dropdown) Click on “Continue” to complete the process

15. DART Case opened • A unique case number will be generated once the request is submitted. Please be sure to reference this number when contacting the DART administration team for any queries relating to this DART request

16. Email Notification • Requester will receive an automated email notification with the reference number confirming that a DART request has been submitted via the webpage

17. Tracking Your DART Request • Tracking & updating requests is now easily done online via the RNT webpage or by clicking the link within the email notification • Click on “My Stuff” and then select the “Questions” option

18. Tracking Your DART Request: (continued) • By selecting “My Stuff” & “Questions” the RNT tool will show a complete list of all DART requests submitted by the user Status of the request is also available for disti to view. Different type of status: Unresolved, Waiting on AM, Waiting on User, Solved.

19. Tracking Your DART Request: (continued) • All requests submitted via the RNT webpage will reference the below subject line format until the DART team action the request • Once the request has been actioned by the DART team this will be manually updated to reflect the Deal ID & end user names which will allow distributors to search by these categories within the RNT

20. Tracking Your DART Request:(continued) • Use the “Search” function to track by keywords (for example End user name, deal id number etc)

21. Updates from the DART Team • All updates performed by the DART team will result in an automated e-mail to the initial requester, the user simply needs to click on the link within the email to update the request further

22. How to Update Your DART Request • Select the “Update Questions” options to update the case

23. See Update from the DART Team • Once the DART has been generated & approved the DART team will update the status of the request to “Solved”

24. Operating Hours for APAC DART Team • Standard service hours will be (China time) Monday-Friday 7am - 6pm. • Additional extended coverage will be agreed and provided during Month-end Friday 7am-7pm and Quarter-end Friday 7am-9pm and Saturday 8am-12pm (Noon).  • For Quarter end, DART request cut off for POS will be on 4pm on the Friday of the week of quarter end. • During China public holidays, there will be minimum of 3 persons to maintain coverage.

25. Service Level Agreement for DART Team • DART case created within 4 hours after case is submitted by Disty. • If request is clean (No discrepancies), DART to be created and approved within 24 hours. • If needed to contact Disty, DART admin to contact Disty within 4 hours after case created or last response from Disty. • Response time to Disty queries reference to existing DART is within 12 hours. After which, the DART Admin will send a reminder. • Final reminder will be sent 3 workings days after previous reminder if no response. • Case will be closed 10 working days after final reminder if no response. • Upon receiving response from Disty and all necessary information is updated, DART to be created and approved within 24 hours.