Service Access Management Tool Overview – Bill to ID

1. Service Access Management Tool Overview – Bill to ID • This presentation provides a general overview of using the Service Access Management Tool to manage Cisco service access. • Access to services can be managed by Bill to ID (Partner) and/or Contract Number (End Customer). • Access to Cisco Service Contract Center (CSCC) is not managed by this tool. CSCC information can be found here: • http://www.cisco.com/web/partners/services/resources/cscc/index.html • CSCC is used for service contract management, whereas the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

2. What is the Service Access Management Tool? • The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both. • Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services* * Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.

3. Service Access Management Using Bill to ID vs. Contract Number Using Bill to ID • Enables Administrator to identify which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services • If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support • When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support • Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly Using Contract Number • Enables Administrators to place Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services • When a new service Contract is purchased, it must be manually added to Cisco.com profiles • Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts

4. Service Access Management ToolBill to ID Admin - Features • Administrators can perform the following actions: Add BID Enable Access Remove Access Delete BID Block BID Unblock BID Lock BID Unlock BID

5. Service Access Management ToolBill to ID Admin - Features (cont.) • Automated emails are generated when the following actions are completed:

6. # Bill to ID - Difference Between Block and Lock Block • Blocking a Bill to ID from an individual’s Cisco.com profile prevents that Bill to ID from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco • This action might occur if someone leaves the Administrator’s company or department and repeatedly calls in for contract association / support. Lock • Locking prevents a Bill to ID from being added by Cisco to any Cisco.com profile (an Administrator can still add the Bill to ID to an individual) • This action might occur if the Partner/Customer has a dedicated support team and only those people should be allowed to obtain Cisco services

7. Manage by Number – Using Bill to ID Using Bill to ID: Manage by Number • If you are a SAMT Admin managing service access by BID, the Manage by Number screen is what you will see when you first log into the tool. This screen displays a list of all the BIDs that are in your Cisco.com profile and are able to manage using the Service Access Management Tool. • If you cannot see a BID you want to manage in SAMT, send an email to ic-support@cisco.com with your Cisco.com ID, the BID(s). Ensure the word "Profile" is in the subject or the response to your request will be delayed. • BIDs are used by other Cisco applications, so only delete or block a BID from an individual if you know it will not affect their access to other Cisco tools. • Note: Block prevents a BID from being re-added to a specific individual. Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked BID to Cisco.com profiles. Click on a link to go to that area of the guide.

8. Bill to ID - Manage by Number The Manage by Numberscreen allows you to: • Enter a single Bill to ID you administer and select an Action. • Or, choose a single Bill to ID from a list of all Bill to IDs that you administer and select an Action. The Actions you can select are: • Add BID and Enable support access • Remove Support Access • Add BID • Delete BID • Block BID • Unblock BID Note: You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it.

9. Manage by Name – Using Bill to ID Using Bill to ID: Manage by Name • If you are a SAMT Admin managing service access by Bill to ID, the Manage by Name screen is what you will see when you click on the "Manage by Name" tab. This screen displays all the individuals who have at least one BID in their Cisco.com profile that is the same as a BID in your Cisco.com profile. A BID can be in an individual's Cisco.com profile and not be available to be used for support. • BIDs are used by other Cisco applications, so only delete or block a BID from an individual if you know it will not affect their access to other Cisco tools. • Note: Block prevents a BID from being re-added to a specific individual. Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked BID to Cisco.com profiles. Click on a link to go to that area of the guide.

10. Manage Groups - Using Bill to ID Using Bill to ID: Manage by Group • If you are a SAMT Admin managing service access by BID, the Manage by Group screen is what you will see if you click on the "Manage by Group" tab. On this screen you can create a group of individuals and add BIDs to all of them at the same time. You can also make modifications to groups. Click on a link to go to that area of the guide.

11. Bill to ID - Manage by Group The Manage by Groupscreen allows you to: Create a New Group Or, choose an existing group and select: • Add individuals or Bill to IDs to the group • Add individuals or Bill to IDs to the group and enable support access • Remove support access from the group • Delete individuals or Bill to IDs from the group • Rename the group • Delete the group • Share / Unshare group

12. Lock/Unlock Using Bill to ID Using Bill to ID: Lock/Unlock Bill to IDs • If you are a SAMT Admin managing service access by BID, the Lock/Unlock screen is what you will see if you click on the "Lock/Unlock" tab. This screen displays a list of all the BIDs that are in your Cisco.com profile and are able to manage using the Service Access Management Tool. • Locking a BID prevents Cisco from adding that BID to any individual. Only a Service Access Management Tool Administrator will be able to add the BID to Cisco.com profiles. Note: Block prevents a BID from being re-added to a specific individual. • You can: • Lock all contracts under selected BID(s) irrespective of whether there are contract level administrators or not OR • Lock only those contracts under selected BID(s) which do not have a contract level administrator Click on a link to go to that area of the guide.

13. Bill to ID - Lock/Unlock The Lock/Unlockscreen allows you to: Enter one Bill to ID that you Administer and select an Action. Or, choose one or many Bill to IDs. The Actions you can select are: • Lock Bill to ID(s) • Unlock Bill to ID(s) • Lock Collaborative Contracts only

14. Administration – Using Bill to ID Bill to ID: Administration • If you are a SAMT Admin managing service access by BID, the Administration screen is what you will see if you click on the "Administration" tab. Click on a link to go to that area of the guide.

15. Bill to ID - Administration The Administrationscreen allows you to: • Obtain Reports • Open Profile Manager in order for the Administrator to perform/request updates to his profile • Inform Cisco about individuals who have left the company • Inform Cisco about individuals who are obtaining support and may not be authorized • Register a new individual to obtain a Cisco.com ID