Smart Net Total Care Lindsey Taylor Cisco Smart Services Business Development Manager © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 …Which Is Analyzed and Compared With …Which Collect Services with Automated Software-Enabled Capabilities Network Diagnostic Data + Cisco’s Deep Knowledge Base …to Provide Actionable Insight + CISCO DEEP KNOWLEDGE BASE 25 Years of Networking Innovation and Leadership 6 Million Annual Customer Interactions 50 Million Installed Devices 90,000+ Technical Documents © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Cisco Brand Partner Cisco Brand 2-Tier Distribution Smart Net Total Care 2-Tier Distribution Customer Customer needs direct access to TAC Reseller Smart Care Service Partner Support Service Cisco Collaborative Services Partner’s unique service collaboratively delivered © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Are my Cisco products covered with the right contracts? Entitlement issues take too long to resolve With so many alerts it’s hard to find the ones that apply to me So many products and contracts – it’s hard to manage them all © 2010 Cisco and/or its affiliates. All rights reserved. Life cycle planning data is too hard to find and use Cisco Confidential 4 RESELL Smart Net Total Care Device Diagnostics Technical Assistance (TAC) Installed Base and Contract Management Online Technical Resources Advance Hardware Replacement Alerts (+PSIRTs) Software Updates Foundational Maintenance Services Capabilities Extensive Installed Base and Contract Management Proactive Device Diagnostics and Alerts © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 RESELL • Accurately validate customer’s Cisco installed base via CSCC Ongoing collection of Cisco installed base information Correlation and validation against Cisco Intellectual Capital • Detailed inventory reports and analysis via intuitive web portal Visibility that critical Cisco products are covered with proper service contract Identify Cisco products that are not covered by a service contract Aggregated report for “collected contract view” of IB Delta reports for moves/adds/changes Contract date, EoX © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Validate your Cisco installed base © 2010 Cisco and/or its affiliates. All rights reserved. Identify products without service coverage, with support about to expire, or past LDoS Cisco Confidential 7 RESELL • Alerts and notifications are correlated against customer’s Cisco installed base Product Security Incident Response Team (PSIRT) Software alerts Hardware alerts Field notice alerts Alerts are posted and saved in the portal • Customer sees only those alerts that apply to their Cisco products • Alerts are displayed in the portal Eases alert management and access to all details © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Alerts are correlated against your Cisco installed base! • Product Security Incident Response Team (PSIRT) • Software alerts • Hardware alerts A complete view of product alerts specific to installed base • Field notice alerts © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Alerts are correlated against your Cisco installed base! Shows all devices affected by specific alert Easily drill down to find all details of an alert © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 ….with each customer you could reveal their uncovered Cisco products? Grow SMARTnet revenue ….you gave each customer an accurate view of their end-of-support Cisco products? Sell new Cisco products ….you gave the customer on-going up-to-date data regarding installed base and contracts? Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that would preempt network disruption? PRICELESS! © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts. Smart Services Capabilities Embedded • “I want to eliminate surprises and reduce Increased Strategic Planning Time escalations.” • “I need to improve my Network Life Cycle Management.” • “I want my records to be accurate and up to date.” • “I want to simplify my service renewal process.” © 2010 Cisco and/or its affiliates. All rights reserved. Drive Additional Professional Services Opportunities Increased SMARTnet Renewal Potential Cisco & Partner Benefit Customer Realized Value Increased Customer Intimacy Drive Technology Migration Cisco Confidential 12 Target Customer – • Has large and diverse base of Cisco products • Customers that experience one or more of the challenges identified earlier in the presentation: Contract insight, Entitlement challenges, Complex renewals End of Sale data and network relevant Alerts, Improved RMA support. • Customer’s IT Staff that can support collector deployment. • Customer has the desire to improve their current contract management processes. Compelling Events – • Rapid network growth or recent acquisition • Network redesign and consolidation as the result of a corporate merger • New technology purchase plans and need for correct installed base inventory • Recent participation in a KTN or network assessment • Approaching SMARTnet contract renewal © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 When- November 11th, 2013 Why – Expand market penetration Over 600 customer in the Americas, Over 1200 Globally Need to migrate to standard processes to continue to scale deployment and support Need to Enable Partner Ordering to drive further market penetration What – Standardized processes including; Distributor and Partner Quote to Order enablement POS Device Level Order-ability NLS1 SKU Simplification Hardware Collector Order-ability – Fulfilled by Mfg or SW Collector; customer owned server and VMware Deployment and Support © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Partners/Distributors Enabled: Leverage sales and ordering power of Cisco partners SNTC will be orderable externally in all regions by 1-tier Cisco Brand Resellers (DVARs) Distributors 2-tier Cisco Brand Resellers (VARs) Point of Sale: SNTC Device Level service SKUs can be sold with original hardware purchase Customers, partners and distributors will be able to quote and order SNTC Service at Point of Sale All SKUs will be available at POS except NLS1 SKUs. NLS1 SKUs will be available in CSCC, and 2-Tier Next Generation (2TNG) SKUs will not be available in SMS3 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 NLS1 service contract provides the following: Right to use the Cisco-owned software collector appliance: Alternative to purchasing the hardware collector appliance Install onto customer’s own hardware and VMware platform (PM is currently evaluating additional options) SNTC Portal access Standard Deployment service Standard Support (Day 2) service Software updates to the software collector at Cisco’s discretion © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 SKU Name CON-NLS1-0T5M CON-NLS1-6T15M CON-NLS1-16T35M CON-NLS1-36T65M CON-NLS1-66T95M CON-NLS1-96T120M CON-NLS1-121T145M CON-NLS1-146T170M CON-NLS1-171T195M CON-NLS1-196T220M CON-NLS1-221T250M CON-NLS1-251T300M IB Size List Price <$6 M $6-15 M $16-35 M $36-65 M $66-95 M $96-120 M $121-145 M $146-170 M $171-195 M $196-220 M $221-250 M $251-300 M $12,000 $13,250 $18,500 $26,000 $34,000 $39,000 $45,000 $49,000 $53,000 $56,000 $61,000 $68,000 The installed base is the total value, in U.S. dollars, of the list price of Cisco devices in use by the customer. List Price above in $US, use local pricing outside US. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Component Hardware Collector Appliance PID/SKU Commerce Tool 1 PID: CAAPL-2110-SNT-K9 List Price $5313 CCW B2B (will ship with collector software preloaded) Maintenance for Hardware Collector Appliance CON-NSNT-CA2100 - (8X5XNBD) List Price $239 Or CON-SPAR1-CA2100 (8X5XNBD) (Service Provider only) Or Software Collector Appliance NLS1 Smart Service Device-level SNTC foundational technical services © 2010 Cisco and/or its affiliates. All rights reserved. Right to Use is included with NLS1 Contract Attach in CCW or B2B As separate service-only transaction using CSCC or B2B (not orderable) (Requires customer owned VMware V5 platform and hardware). Select from 12 New PID/SKUs SKU selection is Installed Base Size Dependent 90,000+ SKUs for device-level TS Maintenance CSCC (2TNG) CSCC (2TNG) Attach in CCW or B2B Cisco Confidential 20 1. Determine the value of customer’s installed base size of Cisco Hardware using product list price 2. Choose the NLS1 SKU that maps to the customer’s IB size 3. Quote the NLS1 SKU via CSCC or 2TNG 4. Determine customer collector appliance preference a) Hardware, Software or pre-existing Cisco AS collector 5. If Hdw collector appliance is selected a) b) Quote the Hdw appliance via CCW or B2B Attach maintenance for Hdw collector via CCW or B2B 6. Quote all new and renewal maintenance using SNTC GSPs/SKUs at time of; a) b) Renewal via CSCC or 2TNG or At New Attach via CCW or B2B © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Program Goal Program Period Who Is Eligible to Participate? To offer a further incentive to adopt Cisco’s Smart Services capabilities, the Smart Acceleration Promotion offers partners the opportunity to earn an incremental 15% sales promotion rebate on previously uncovered equipment leveraging eligible Smart Care and Smart Net Total Care contracts. July 28, 2013 – January 25, 2014 Partners must: • Have entered into a Syetems Integrator (SI) Services Amendment or Indirect Channel Partner Agreement (ICPA), which contains or includes the terms and conditions of the Cisco Services Partner Program • Meet the minimum Cisco Services Partner Program Attach Rate (AR) and Renewal Rate (RR) rebate thresholds as defined in Performance Metrics Central • Have installed and have working within the customer network the appropriate Cisco Services collection device for the services defined under this promotion • All new Smart Care, Smart Net Total Care, and Partner Support Service bookings during quarters 1 and 2 of Cisco What Services are Eligible? fiscal year 2014 on devices that are out of contract for a minimum of 12 months • New service contracts must be a minimum of one year to qualify, or must co-terminate with existing contracts • Partners must follow a claims process to apply for the promotion rebate. Cisco will validate the uncovered status of devices for which Promotion Terms the partner is requesting the promotional rebate before rebate payments are finalized and paid to the partner • Partners must submit a Cisco Installed Based Management report from the Cisco collection devices with the claim, highlighting devices to be covered under this promotion • The final date on which a claim can be submitted to Cisco is February 28, 2014 • Claims must have a minimum of $150 in net rebate value to qualify for the promotion © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Kelli Kirwin Senior Manager Smart Services [email protected] 401-207-2113 Central Scott Schell (1T/DVAR) Chad Moroni 2T [email protected] 720-253-3728 [email protected] 720-875-3003 AK WA MT ND ME MN WI SD OR NY WY ID NJ IA NE IL No CA NV VT NH MI UT CO OH IN CT RI PA MO KS MD DC VA So CA Jeff McEachern (1T/DVARS) [email protected] 303-308-3659 AZ NM Kerry Holland 2T [email protected] 919-574-9036 NC OK Mark Stallings (1T/DVAR) [email protected] 508-386-1950 MD KY WV West East TN AR SC HI TX MS AL GA LA Jennifer Leong 2T [email protected] 720-875-2994 FL Lindsey Taylor Distribution/2T [email protected] 919-392-8610 © 2010 Cisco and/or its affiliates. All rights reserved. South Gary Blandino (1T/DVAR) [email protected] 954-661-9017 Cisco Confidential 23 Thank You!