Release 1.9 Delta Readiness Training

1. Release 1.9 Delta Readiness Training Cisco® Smart Care Service Release 1.9 Overview

2. Smart CareRelease 1.9 Details

3. Release 1.9 Details At-A-Glance SKU-Based Pricing SKU-Based Pricing Benefits SKU-Based Pricing Practical & Policy Changes Existing Weight-Based Contracts Resolved Defects & Bug Fixes Project management & technical resources Contract Management Changes New & Changing Services SKU-Based Quoting & Ordering 1.9 Service Level Options HW & VA Appliance – Policy and Process Changes Smart Care GSPs Smart Care Price List

4. SKU-Based Pricing – Program Impacts • Smart Care Release 1.9SKU-Based Pricing – Program Impacts

5. SKU-Based Pricing Adoption Practical Impacts • Replaces weight-based banded pricing • Quoting and ordering moves out of the Smart Care Portal and into mainstream Cisco commerce tools • Simplified, predictable, and accelerated quoting and ordering process • Smart Care SKU for every product ID • Pricing that is consistent and predictable • Every product has a service coverage cost Aligns to SMARTnet Pricing

6. SKU-Based Pricing Policy Changes SKU Pricing Key Policy Changes: • NO set device limit • No limits on device weight or number of devices covered on contract • Network coverage is now self-defined • You and your customer choose the devices to be managed • NO time limits on adding new devices • You can choose when you want to add new devices, if at all • NO true-ups • You can still incrementally add devices to an existing contract

7. SKU-Based Pricing Benefits Simple • Pricing totally aligned to SMARTnet; easier quoting and ordering process Predictable • Consistent pricing; no network bands, 28-day policy, or true-ups Familiar • Existing mainstream commerce tools & processes (SMS3, CSCC, CCW) Scalable • No device number or network size limitations Customizable • Network coverage is self-defined; partner & customer define the network

8. Existing Weight-Based Contracts • What happens to my existing weight-based contracts? • They are maintained as is and remain on the weight-based pricing model • Will there be true-ups on my existing contracts? • All weight-based contracts will continue to be subject to true-ups until renewed as SKU-based. • What happens at renewal time? • All current weight-based contracts will migrate to SKU-based at renewal. • What about my outstanding Smart Care quotes? • Weight-based quotes and contracts created before migration for your region, will continue to be valid and honored until their 90-day expiration date.

9. New & Changing Services Smart Care Release 1.9New & Changing Services

10. Introducing a New Service Level Coverage Option Premium Onsite Premium 24x7x4 coverage plus onsite support

11. Smart Care 1.9 Service Level Options Smart Care Service Levels N P O Next Business Day 8x5xNBD Premium 24x7x4 Hour Onsite 24x7x4 Hour

12. Smart Voice Capabilities • New add-on support option for SKU-based contracts • Smart Voice Capabilities in the portal are no longer tied to Partner specializations • All Partners are entitled to offer voice services from the portal • Smart Voice Capabilities Include: • Voice Active & Passive Monitoring • Voice Quality Monitor (VQM) • Voice Device and Call Assessment

13. Hardware / IPS Signature Update Subscription Bundle • Subscription service now orderable in the Smart Care program • Entitles you to receive IPS signature updates for your devices

14. Cisco Smart Care Service | 1.9 Delta Readiness Training Software Support and Hardware/Software Bundles Smart Care Now Offers: • SAS and SAU for Cisco Software Application Support • Essential Operate Hardware/Software Bundles (ESW) • Available at any service level – NBD, Premium, Onsite • SAS for Essential Operate Software Upgrades • Advanced Essential Operate Hardware/Software Bundles (ESW) • Available at any service level – NBD, Premium, Onsite • SAS for Advanced Essential Operate Software Upgrades

15. 1.9 SKU-Based Quoting & Ordering Smart Care Release 1.91.9 SKU-Based Quoting & Ordering

16. Initiating a Quote – Distribution Led Quoting

17. Smart Care GSPs Smart Care Release 1.9Smart Care Part Number’s

18. Smart Care Part Number’s – First Look CNL1 CNL3 CNL1 CNL4

19. Part Number’s – Available to All Partners SC CORE SUP = Smart Care Core Support SC ESS SUP = Smart Care Essential Operate Service SC IPS SUP = Smart Care IPS Support VOICE SRVCS = Smart Care Voice Services

20. Part Number’s– Available to All Partners

21. Part Number’s – Requires Advanced Certification Advanced vs. Core (hardware) SCANvs. SCN SCAPvs. SCP SCAOvs. SCO Advanced vs. Core (software) SCS4vs. SCS1 SCU4 vs. SCU1 Advanced ESW vs. Core ESW (bundles) SBN4vs. SESN SBP4vs. SESP SBO4vs. SESO Advanced vs. Core ESW (Software) SES4vs. SES1 SC ADV SUP = Advanced Services SC ESS ADV =Smart Care Essential Operate Service Advanced Available to qualified Smart Care Partners who have 1 of the following specializations: • AUC - Advanced Unified Communications • MSIPC - Master UC Specialization • MSIPCHO - Master Unified Communications Specialization Host • MMIPS - Multinational Master Unified Communications Partner • CAS - Advanced Collaboration Architecture Specialization

22. Anatomy of a Smart Care Part Number SMARTnet MASTER PROGRAM SC CORE SUP SERVICE PROGRAM NBD SCN Premium SCP HARDWARE SERVICE LEVELS Onsite SCO SAS SCS1 SOFTWARE SERVICE LEVELS SAU SCU1

23. Questions to Answer to Find Your SKU • What Master Part Number’s will be used? • SMARTnet (Core & Advanced) OR ESW (Essential Operate Software) • If no voice support is needed, SMARTnet Master would be used as ESW always includes voice support. • If you require Essential Operate, use ESW • What Service Level is needed? • NBD, Premium, or Onsite • Service Program - Do you need Essential Operate support? • If yes, at what level? Express voice or advanced voice? • If Express = SC ESS SUP • If Advanced = SC ESS ADV

24. Cisco Smart Care Service | 1.9 Delta Readiness Training Questions to Answer to Find Your SKU - Continued • Is software support needed? You have the option of adding a SAS or SAU support line. The GSP to use is unique to the Service Program, not the Service Level.

25. The Appliance Smart Care Release 1.9The Appliance

26. Two Appliance Options for Release 1.9 Option #1 The Smart Care Virtual Appliance (VA) is now the preferred or default collector: • Smart Care Partners are entitled to this no-cost solution • Offers the same capabilities as the hardware appliance • Links available from the Smart Care Portal Preferred Solution Smart Care Virtual Appliance Option #2 The newest Smart Care Hardware Appliance can now be purchased: • Smart Care Distributors or Partners will purchase the hardware appliance in the Cisco Commerce Workspace (CCW) tool • CCW reduces process times for both Partners and Cisco • Partners will own the hardware appliance and deploy as needed Smart Care Hardware Appliance

27. Appliance Policy Changes • Partner-Owned Hardware Appliance: • Requirement to install the appliance within 45 days no longer applies • No need to return the appliance so it can be reused • Re-deploy the hardware appliance as needed to support your customers • Virtual Appliance: • Customers can migrate from a hardware appliance to the virtual appliance at any time, without restriction • Follow best practices and back up the hardware appliance before un-assigning it • Partners no longer required to set the customer’s Appliance Preference Type in the Smart Care Portal before changing to the virtual appliance

28. Existing Hardware Appliance Policies • You may continue to use Cisco-owned Hardware Appliances installed on your customer networks. • Cisco will continue to support the Hardware Appliance as they do today. • You are welcome to use an existing Cisco-owned Hardware Appliance to manage a new SKU-based customer network. • If you decide to migrate a customer from an existing Cisco-owned Hardware Appliance to the Virtual Appliance, you must return the appliance to Cisco.

29. Thank You