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Report
®
Cisco
Smart Care Service
Smart Care
Release 1.9 Details
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
SKU-Based Pricing
Resolved Defects &
Bug Fixes
SKU-Based Pricing
Practical & Policy
Changes
Project management
& technical resources
Contract
Management
Changes
SKU-Based Quoting
& Ordering
© 2012 Cisco and/or its affiliates. All rights reserved.
SKU-Based Pricing
Benefits
HW & VA Appliance
– Policy and Process
Changes
Smart Care GSPs
Existing WeightBased Contracts
New & Changing
Services
1.9 Service Level
Options
Smart Care Price List
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Release 1.9
SKU-Based Pricing – Program Impacts
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
SKU
Pricing
Key Policy Changes:
1. NO set device limit
– No limits on device weight or number of devices covered on contract
2. Network coverage is now self-defined
– You and your customer choose the devices to be managed
3. NO time limits on adding new devices
– You can choose when you want to add new devices, if at all
4. NO true-ups
– You can still incrementally add devices to an existing contract
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
• 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.
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Release 1.9
New & Changing Services
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Premium Onsite
Premium 24x7x4 coverage
plus onsite support
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Service Levels
N
P
O
Next Business Day
Premium
Onsite
8x5xNBD
24x7x4 Hour
24x7x4 Hour
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
• 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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
• Subscription service now orderable in the Smart Care program
• Entitles you to receive IPS signature updates for your devices
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Cisco Smart Care Service | 1.9 Delta Readiness Training
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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Release 1.9
1.9 SKU-Based Quoting & Ordering
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Install Appliance
for the
customer’s
network (Virtual
or Hardware)
Assign and
enable the
appliance
Submit the BOM
to your
Distributor to
quote
Add a new site for
the customer
Run Discovery
using IP range(s)
to customize the
network
Contract Issued
Add a new
customer or
update existing
profile
Run Inventory
Prepare a BOM or
list of devices
(and add-ons) to
be quoted
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Release 1.9
Smart Care Part Number’s
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care
Family
Smart Care Offering (Service Deliverable)
Service Level
Group
Service
Program
SMARTnet
(Mapped From)
8x5xNBD
24x7x4
SC CORE SUP
SC CORE SUP
SNT
SNTP
24x7x4OS
SAS
SC CORE SUP
SC CORE SUP
C4P/OSP
SAS
SAU
8x5xNBD
24x7x4
24x7x4OS
SAS
8x5xNBD
24x7x4
SC CORE SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC IPS SUP
SC IPS SUP
SAU
ECD
ECPM
EC4P
ESW
SU1
SU3
24x7x4OS
NO HW RPL
8x5xNBD
24x7x4
SC IPS SUP
VOICE SRVCS
SC ADV SUP
SC ADV SUP
SUO3
NA
SNT
SNTP
SCN
SCP
8x5xNBD
24x7x4
SCO
SCS1
24x7x4 with Onsite
Cisco Software Application Support
SCU1
SESN
SESP
SESO
SES1
SCIN
SCIP
Cisco Software Application Support plus Upgrades
Essential Operate Software + 8x5xNBD
Essential Operate Service for Software + 24x7x4
Essential Operate Service for Software + 24x7x4 & Onsite
Essential Operate Service for Software
8x5xNBD + IPS Signature
24x7x4 + IPS Signature
SCIO
SCVS
SCAN
SCAP
24x7x4 with Onsite + IPS Signature
Smart Voice Capabilities
8x5xNBD
24x7x4
SCAO
SCS4
SCU4
24x7x4 with Onsite
Cisco software support + minor updates
Cisco software support + minor updates + major upgrades
24x7x4OS
SAS
SAU
SC ADV SUP
SC ADV SUP
SC ADV SUP
C4P/OSP
SAS
SAU
SBN4
SBP4
SBO4
SES4
Essential Operate Software + 8x5xNBD
Essential Operate Software + 24x7x4
Essential Operate Software + 24x7x4 & Onsite
Essential Operate Software Support
8x5xNBD
24x7x4
24x7x4OS
SAS
SC ESS ADV
SC ESS ADV
SC ESS ADV
SC ESS ADV
ECD
ECPM
EC4P
ESW
CNL1
CNL3
© 2012 Cisco and/or its affiliates. All rights reserved.
CNL1
CNL4
Qualification Requirements
Available to all qualified Smart Care Partners
No specialization or ATP requirement.
These are the offerings that map to CNL1 - CNL3,
which includes Express Voice (no certification
needed).
Available to qualified Smart Care Partners who have
certification. These are products that map to CNL4.
(Advanced Voice Certification needed.)
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
This document is Cisco Confidential. For Partners Only. Do not distribute.
Part Number’s
Smart Care
Family
SCN
SCP
SCO
SCS1
SCU1
SESN
SESP
SESO
SES1
SCIN
SCIP
SCIO
SCVS
Smart Care Service Deliverable
8x5xNBD
24x7x4
24x7x4 with Onsite
Cisco
SoftwareSUP
Application
Support
SC CORE
= Smart
Care Core Support
Cisco
Software
Application
Support
plusEssential
Upgrades
SC ESS
SUP
= Smart
Care
Essential Operate Software
+ 8x5xNBD
Operate
Service
Essential
for Software
24x7x4
SC IPSOperate
SUP Service
= Smart
Care+ IPS
Support
Essential
Service
for Software
24x7x4 &
Onsite
VOICE Operate
SRVCS
= Smart
Care+ Voice
Services
Essential Operate Service for Software
8x5xNBD + IPS Signature
24x7x4 + IPS Signature
24x7x4 with Onsite + IPS Signature
Smart Voice Capabilities
© 2012 Cisco and/or its affiliates. All rights reserved.
Service
Program
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC IPS SUP
SC IPS SUP
SC IPS SUP
VOICE SRVCS
This document is Cisco Confidential. For Partners Only. Do not distribute.
Part Number’s
Smart Care
Family
SCN
SCP
SCO
SCS1
SCU1
SESN
SESP
SESO
SES1
SCIN
SCIP
SCIO
SCVS
Smart Care Service Deliverable
8x5xNBD
24x7x4
24x7x4 with Onsite
Cisco Software Application Support
Cisco Software Application Support plus Upgrades
Essential Operate Software + 8x5xNBD
Essential Operate Service for Software + 24x7x4
Essential Operate Service for Software + 24x7x4 & Onsite
Essential Operate Service for Software
8x5xNBD + IPS Signature
24x7x4 + IPS Signature
24x7x4 with Onsite + IPS Signature
Smart Voice Capabilities
© 2012 Cisco and/or its affiliates. All rights reserved.
Service
Program
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC CORE SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC ESS SUP
SC IPS SUP
SC IPS SUP
SC IPS SUP
VOICE SRVCS
This document is Cisco Confidential. For Partners Only. Do not distribute.
Part Number’s
Smart Care
GSPs
Service
Advanced vs. Core (hardware)
Service
Deliverable
Program
SCAN vs. SCN
8x5xNBD SCAP vs. SCP
SC ADV SUP
SCAN
24x7x4 SCAO vs. SCO
SC ADV SUP
SCAP
24x7x4 with Onsite
SC ADV SUP
SCAO
Advanced
vs.
Core
(software)
SC ADV
SUP
= +Advanced
Cisco
software
support
minor updatesServices
SC ADV SUP
SCS4
SCS4
vs.= SCS1
SC ESS
ADV
Care Essential
Cisco
software
support
+Smart
minor updates
+ major upgrades
SC ADV SUP
SCU4
SCU4 vs. SCU1
Operate
Service Advanced
Essential Operate Software
+ 8x5xNBD
SC ESS ADV
SBN4
ESW+vs.
Core ESW (bundles)
Essential Advanced
Operate Software
24x7x4
SC ESS ADV
SBP4
vs. SESN
Essential SBN4
Operate Software
+ 24x7x4 & Onsite
SC ESS ADV
SBO4
vs. SESP
Essential SBP4
Operate Software
Support
SC ESS ADV
SES4
SBO4 Care
vs. Partners
SESO who have 1 of the following specializations:
Available to qualified Smart
• AUC - Advanced Unified Advanced
Communications
• MMIPS
- Multinational Master Unified
vs. Core ESW
(Software)
• MSIPC - Master UC Specialization
Communications Partner
SES4
vs. SES1
• MSIPCHO - Master Unified
Communications
• CAS - Advanced Collaboration Architecture
Specialization Host
© 2012 Cisco and/or its affiliates. All rights reserved.
Specialization
This document is Cisco Confidential. For Partners Only. Do not distribute.
SMARTnet
MASTER PROGRAM
SC CORE SUP SERVICE PROGRAM
NBD
Premium
Onsite
SAS
SAU
© 2012 Cisco and/or its affiliates. All rights reserved.
SCN
SCP
HARDWARE SERVICE LEVELS
SCO
SCS1
SOFTWARE SERVICE LEVELS
SCU1
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1. 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
2. What Service Level is needed?
– NBD, Premium, or Onsite
3. 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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Cisco Smart Care Service | 1.9 Delta Readiness Training
4. 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.
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Smart Care Release 1.9
The Appliance
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Option #1
The Smart Care Virtual Appliance (VA) is now the preferred
or default collector:
Smart Care
Virtual Appliance
– 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
Option #2
The newest Smart Care Hardware Appliance can now be
purchased:
Smart Care
Hardware Appliance
© 2012 Cisco and/or its affiliates. All rights reserved.
– 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
This document is Cisco Confidential. For Partners Only. Do not distribute.
• 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
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
1. You may continue to use Cisco-owned Hardware
Appliances installed on your customer networks.
2. Cisco will continue to support the Hardware Appliance
as they do today.
3. You are welcome to use an existing Cisco-owned
Hardware Appliance to manage a new SKU-based
customer network.
4. 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.
© 2012 Cisco and/or its affiliates. All rights reserved.
This document is Cisco Confidential. For Partners Only. Do not distribute.
Thank you.

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