Know The Network Maintain Phase Internal Leading Practice Document

1. Know The NetworkMaintain PhaseInternal Leading Practice Document Service Contract Management Maintain Team March 1st, 2008 Know the Network. Always.

2. References and Glossary Agenda Defining MACD Business value Approach / Process Summary

3. Definition Know the Network. Always.

4. Target Audience Sales Team The intended audience for this presentation is the internal Cisco Account Team.

5. What is Leading Practice? This Leading Practice document is based on worldwide input that has proven to reliably lead to the desired result of an effective and efficient utilization of MACD process.

6. Move, Add, Change, or Delete What is MACD? • MACD is a collaborative data management process between the Customer and Cisco to keep Cisco abreast of the changes in the Customer’s network, enabling Cisco to provide the required level of service • It includes defining or establishing an end-to-end processing model needed to ensure the people, process, and technologies are identified in order to support the process. • This process considers a number of factors including; business models, service levels, transaction volumes and processing cycle-times.

7. Business Value Know the Network. Always.

8. Business Value • Meet Customer’s expectations with regard to service delivery performance and the accuracy of their service contract data, enabling entitlement Why MACD? • Enable Cisco and Customer in establishing and maintaining high data quality standards for their service contracts • Improve collaboration between Customer and Cisco to maintain the service contract data in-sync

9. Pre-requisites for an effective MACD The following customer pre-requisites are required in order to apply the Cisco MACD leading practices: Contract Knowledge: The service contract owner (Partner/Customer) has a good understanding of their current Cisco service contract(s). Governance of Data: The Partner/Customer understands that their service contract data governs two different contract areas: • Contract pricing – which describes how the customer will reimburse Cisco for service coverage • Contract service delivery – which describes the level of service, the installed locations, and the specific products that are covered for service. Asset Management: The customer has access to asset management information on all equipment that should be covered under the service contract, and is aware of equipment moves, adds, changes, and deletions at the necessary level of granularity. Change Management: The customer understands their responsibility to inform Cisco when equipment changes have occurred. This includes physical reconfigurations including the addition or removal of a card/component, equipment moves, equipment “refreshes”, coverage level changes, and when the customer wishes to terminate service for a piece of equipment. 1 2 3 4

10. Scope: Assumptions: The documented process only applies to engagements that have been approved for SCMP, that restrict use of a collector to the initial discovery and NOT for any on-going MACD. The customer is expected to use their existing asset management system and network management personnel to track changes in their network, after the initial utilization of a collector. The changes submitted to Cisco will be the “deltas” in their network as oppose to the snapshot of their network. Whenever “Customer” is referred to, it assumes the following: • Partner • Partner/Customer • End Customer If there are no Support team associated within the account, the Account Team will assume that role.

11. Approach Know the Network. Always.

12. Recommended Process Flow Validate SN using SNIF Deltas in network Log onto SCC/CSCC Revenue Impact? Order Quote & Enter PO Validate Quote Create Quote Customer Yes No Submit change requests in SCC/CSCC Special Handling Process Apply Special Discounts Account Team Manual Process Customer Contacts Cisco

13. Manual Process Flow Customer Deltas in network Populates Template Sends to Cisco Submit PO True-Up? $ or non-$ MACD? Review Quote Account Team/ Account Support Team Due Diligence Checklist No $-MACD Create Quote Yes Non-$ Verify Updated MACD Track $ for future True-Up Notify Customer (Invoice/Credit) Cisco Contract Database Process MACD CS Operations Convert Quote

14. Manual ProcessRoles and Responsibilities (RACI)

15. Manual ProcessGlobal MACD Template • The MACD Template is in the Excel format and is produced by the Customer to capture the delta of changes in their network. • An example of a tab within the Template is displayed below.

16. Manual ProcessGlobal MACD Template – Transactions • Add –Products that need to be added onto contract for coverage. New contracts can be created in this tab • Moves –Products that need to be moved from one location to another. Templates include: • Contract_to_Contract (C2C) Product Level Move • C2C Site Level Move • C2C Contract Level Move • Site_to_Site (S2S) Product Level Move • S2S Site Level Move • C2C & S2S Product Level Move • C2C & S2S Site Level Move • Terminations –Products that need to be removed from the contract • Search and Create –Creation of new installed sites for the use adding/moving products. Based on Cisco service availability.

17. Manual ProcessCustomer Due Diligence 1 2 3 4 Capture and store network changes as a delta from month to month Populate Cisco MACD template with current month’s delta changes in the appropriate tab All fields under ‘Customer Input’ in each tab are mandatory and need to be populated Send populated Cisco MACD template to your Cisco Account Team Representative via email Note: If product(s) needs to me moved to a new site, the request for new site must be actioned first.

18. Manual ProcessAccount Team Due Diligence • Account Team ensures timely receipt of MACD template and forwards to Support Team 1 • Account Team ensures the following after quote is created: • Verifies that the quote reflects all revenue impacting deltas • Confirms pricing is accurate and applies necessary changes • Applies appropriate discount • Tracks if quote is for the entire delta or a subset 2 • Account Team notifies Customer upon completion of requested MACD transactions 3

19. Manual ProcessAccount Support Team Due Diligence 1 2 3 4 5 6 Ensure template is complete (required attributes for the given transaction are populated) Validate all of the MACD template attributes (ensure that necessary validations for each attributes are performed) Map locations to Cisco Site IDs Create new Cisco Site IDs when required Create new Contracts if necessary Prepare quotes for revenue impacting transactions

20. N Create Quote in CSCC/SCC SCM (Softline) Valid S/N Format? Manual ProcessSN/PID Validation Raise a case thru email (service support alias) OR SCC Access case Account Team Account Support Team Right Now Tool Single S/N? Y S/N Found Request Installed Base Transfer Form Start SALT N S/N Not Found N S/N Not Found Under Contract? Y Same Partner? Create Quote in IQT SNIF S/N Found Y S/N Found Partners End KBInfo Get Softline Approved N N S/N* Not Found Verify and correct S/N 1. Location of S/N in equipment can be found at-> http://tools.cisco.com/Support/CPI/FetchSearchDrawing.do 2. Produce Show Version Y S/N Verified/ Corrected? Y Same as Previous S/N*? N Partners Support Team

21. MACD Fallouts • Fallouts may occur at various stages of the MACD process. They are categorized as: • Validation Fallout – When Account Support Team validates all required attributes, there may be some fallouts (for example, SN, PID, contract number, and service types) • Site Fallout – Depending on the theatre the customer is based in, site data may be missing the mandatory information (for example, some countries require postal codes for sites whereas some only require city for sites) • Quote Fallout – Quote creation may also result in serviceability failures resulting in fallouts • Account Team may choose to process the fallouts within the current cycle or future cycle depending on percent of fallouts and or customer needs

22. Summary • Establishing a repeatable and accurate MACD data management process is essential for maintaining accurate Cisco Service Contract data • MACD process takes place during the agreed upon cycle, monthly is recommended • A glossary of key terms is included alongside reference materials to all relevant documents • Following the leading practices described in this document will raise the accuracy of the data, and lower the risk of service delivery problems

23. References & Glossary Know the Network. Always.

24. References • Global MACD Template • Global Template • Global MACD RACI • MACD RACI • How to submit Request to CS Ops • Submitting request to CS Ops by emailing: cs-support@cisco.com • SCC • SCC Website • SNIF • CSCC • CSCC Website • CSCC Support User Guide.pdf • CSCC User Guide_External • CS MassMAT Templates • Templates

25. Service Level (type of service) Installed Location Production Identification (PID) Serial Number (for serialized devices) 1 2 3 4 Glossary – Service Contract Terminology • Each Cisco service contract contains data that is critical in defining the requested service • Cisco service contracts have four (4) data components that are critical for Cisco to deliver accurate and timely service and support:

26. 1 Glossary Service Levels • Cisco offers different levels of service within their service contracts. The level of service defined in the contract drives operational decisions by Cisco about the location of parts and/or field engineers to service the customer. • The service level in the contract will also define the entitlement process that is used by Cisco in delivering the customer’s service request.

27. 2 Installed Location • The installed location is a critical data component in analyzing if the contract service level requested by the customer is currently available for each specific product. Some remote locations may not offer certain types of service due to part and/or field engineer limited availability. • Sometimes customers use a staging area to receive and configure products prior to deployment. If during this process customers deploy Cisco equipment to a new location, the customer needs to notify Cisco of the new Installed Location. When this new information is received by Cisco, it uses the CIBER system processes to scrub, validate, and reformat the address information before it is accepted into the contract. • Occasionally, the original address information submitted by the customer may be changed in order to comply with the address validation rules within Cisco. For example, if the State/Province provided is the full name, it may be changed to the appropriate code. Additionally, certain values in the address lines will be removed as inappropriate for an address, including “Do Not Use”, “Do Not Send”, single character address lines, etc. In other cases, the street number, street name, city and/or postal code may be changed to match the “correct” data provided by the postal service. • Cisco does not guarantee that the address in CIBER will be exactly the same as that submitted by the customer; however, the new address should represent the equivalent physical location.

28. 3 Production Identification (PID) • Although it may seem that identifying the installed product should be easy, that is not always the case. An installed product can be identified by multiple methods: • The ID used to order the product, • The ID registered electronically “within” the product, and • The “bundle” ID that is used when ordering a collection of products (e.g. more than one of the same product, different products that when ordered together provide a price break, etc.). • The Product ID found on Cisco’s Global Price List is the appropriate information that should be placed on the service contract. Using this information will ensure that the PID information maps to a “serviceable” product. • Frequently, customers will capture “electronic” inventory data from their network to identify the PID information. Data stored within the product’s electronic instrumentation may not always equal the PID found on the Global Price List. When using electronic inventory data, it is best to consult with a Cisco Service Sales Representative to ensure that the correct PID is being identified for the product. • Occasionally, products are ordered as “bundles” from Cisco in order simplify the equipment ordering process for the customer. For a Cisco service contract, the PID should represent the individual, “orderable” product, and not the “bundled” product ID. Using Cisco’s Global Price List, customer’s can identify the correct set of Product IDs for use in their contract.

29. 4 Serial Number (SN) • Similar to the Product ID, a Serial Number can be identified by multiple methods: • The SN recorded during the ordering of the product, • The SN registered electronically “within” the product, and • The SN (tag) attached to the product. • The “physical” SN should be used to uniquely identify the product on a service contract. At the time of manufacturing, a SN is assigned and a SN tag is attached to all major components. For certain products (i.e., Cards and Chassis), the same SN is also electronically recorded in the product so that it can retrieved remotely during an electronic inventory by the customer. Electronic inventory information can be very accurate for some products, however due to the variability in product types and instrumentation within each product type, all electronic data should be scrubbed, validated, and matched to “physical” SN data before it is entered on a service contract. • When new SN information (physical or electronic) is received by Cisco, it uses the CIBER system processes to scrub, validate, and reformat the serial number before it is accepted into the contract. This is accomplished by using validation rules and format checks for each product type. As stated earlier, having an accurate SN improves the accuracy of the PID. Cisco uses the SN data to research the manufacturing, shipment, and service history for a product, ultimately finding the “linked” PID within the database. • When customers can not provide SN data, the PID is normally assigned, however it is less reliable than when it is defined with a SN. Not having SN data raises the risk that the unique configuration of the product has not been accurately identified in the service contract. This potential impact of this risk is raised with premium level types of service where knowledge of exact configurations, part sparing, and field engineering become critical.