Partner Tip Sheet for Cisco Services
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 1 of 26
Partner Tip Sheet for Cisco Services
Created by Marianne Keadey - revised 1.13.2017
This document and the latest revision can be accessed through this link: Partner Tip Sheet for Cisco Services
NEW ...................................................................................................................................................... 2
CONTRACTS ........................................................................................................................................ 8
METRICS ............................................................................................................................................ 19
HELP ................................................................................................................................................... 21
TRAINING & OTHER RESOURCES .................................................................................................. 23
If you have any trouble clicking on a link please copy and paste the link into your browser window.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 2 of 26
Service
Request
Process
NEW
NEW
Cisco Threat
Awareness
Service
Help Small and
Midsize
Businesses Gain
Visibility into
Malicious
Network
Activity.
Base service free
with SNTC
contract
Threat Awareness main site: http://www.cisco.com/c/en/us/partners/sell-integrate-
consult/sell-services/sell-market/smart-net-total-care/threat-awareness-service.html
Cisco Threat Awareness Service enables your small and midsize customers to identify
potential threats. This externally hosted service requires no configuration changes, additional
equipment, or software. And as an add-on to Cisco Smart Net Total Care, it provides insight
into both inbound and outbound network traffic, without prohibitive cost and complexity.
No collector to install, access features through SNTC portal.
How to set up the customer portal
Quick Start Guide
Base offer is free with purchase of a SNTC contract.
Premium offer with additional capabilities is available as a yearly subscription. This
premium offer tracks an unlimited number of both domain names and IP addresses. Plus the
subscription service provides your customers with extended threat intelligence across their
entire network.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 3 of 26
Service
Request
Process
Threat
Awareness
Premium service
subscription
skus
Skus and ordering guide: https://www.cisco.com/c/dam/en/us/services/collateral/se/CTAS-
OrderGuide.pdf
NEW
Cisco Solution
Support
Solution Support Service is priority access to a single Cisco point of contact for complex
issues with multivendor solutions including Collaboration, Data Center, Networking,
Security, Service Provider, and Digital & Internet of Things (IoT).
The offering gives your customers one point of contact for both their eligible Cisco gear and
the other vendor products that make up one or more of their solutions.
For example, if one of your customers has a multi-vendor data center solution comprised of
Cisco UCS servers and products by Microsoft, Oracle and VMware they can buy solution
support service on their UCS servers and call Cisco for support on any issues with the Cisco
servers and the other vendor products in their Data Center solution. They no longer have to
call each vendor separately.
2 minute video
At-a-glance document
Overview document
Main Site
Supported Vendors
Skus: http://www.cisco.com/c/dam/en_us/services/portfolio/solutions-support/documents/css-ordering-guide.pdf
Promotions: http://www.cisco.com/c/en/us/partners/sell-integrate-consult/incentives-promotions/solution-support-
promotion.html
Help Alias: [email protected]
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 4 of 26
Service
Request
Process
Solution Support
continued
NEW
Service Best
Practices
Quick summary of Service Best Practices for Partners
Best Practices Battle Cards
NEW
Connect Dots tool
A tool designed to
help you find key
information about
product and
services, so you can
quickly create
quotes and orders.
Tool location: https://connectthedots.cisco.com/connectdots/appPreference
Connect Dots user guide
A 3-minute video on the different capabilities of the Connect Dots tool.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 5 of 26
Service
Request
Process
NEW
Partner Smart
Assist for SNTC
The service is designed to help partners successfully deliver smart capability services to their
customers. The service provides training on how to set up the Cisco Smart Net Total Care™ portal,
deploy the Cisco Common Services Platform Collector, upload collections to the portal, and manage
collections. It also provides once-yearly installed base reconciliation and Cisco Technical Assistance
Center (TAC) support directly to the partner for level 3 customer issues in using the portal and
collections.
Partner Smart Assist SKUs, order in CCW:
Base Service - Product sku L-PNSAS-BASE= ($0), service sku CON-PNSAS-BASE ($4000 no
discounts)
Optional - One-on-One Coaching: Product sku L-PNSAS-TRN1= ($0), service sku CON-PNSAS-TRN1
($1000)
Optional - Additional IB Reconciliation: Product sku L-PNSAS-RECON= ($0), service sku CON-PNSAS-
RECON ($2000)
Base Service highlights:
Enablement Training: 1=>many virtual knowledge transfer session on how to set up the
Cisco Smart Net Total Care portal, deploy the Cisco Common Services Platform Collector
(CSPC), upload collections to the portal, and manage collections.
IB Reconciliation: Once yearly installed base (IB) reconciliation for each end customer on
behalf of the partner.
TAC Support: Technical Assistance Center (TAC) support provided directly to the partner for
level 3 customer issues in using the portal and collections.
Additional note on pricing & Licensing:
Partner Smart Assist is priced with all discounts and rebates built into the price. There are no additional
rebates or discount, except for standard multi-year ordering discounts
The base price for Partner Smart Assist is on a per-customer basis. Partners will be entitled to services
only for the end customer for which they have purchased the contract, for the duration of the service.
Refer to the Quoting & Ordering Tip Sheet in the Partner Smart Assist Resource Library for information
on how to order Partner Smart Assist.
How to order:
https://supportforums.cisco.com/document/13038406/partner-smart-assist-service-quoting-ordering-tip-
sheet
Q&A:
https://supportforums.cisco.com/sites/default/files/attachments/document/files/cisco_partner_smart_assist_
service-partner_qa.pdf
Partner Smart Assist Resource Library (Includes External offer PPT overview):
https://supportforums.cisco.com/community/13022411/partner-smart-assist
NEW
Proposal Library
Save time, deliver accurate proposals, and win more deals with this library of free, Cisco-approved
proposals from Global Proposal Services. Easily download and customize proposals for a variety of
Cisco products and solutions from the Sales Connect site at
https://salesconnect.cisco.com/c/r/salesconnect/index.html#/ (works best in a private browsing window)
Check out the step-by-step guide on searching for templates.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 6 of 26
Service
Request
Process
NEW
Cisco Sellers
Services
Ordering Rules
A US Partner must purchase services for a customer with an install site of Brazil, Canada, China or
Russia through the Cisco or Distributor entity located in those countries. If the US Partner doesn’t
have an office in one of those four countries they can refer the customer to an in-country partner using
the Partner Locator tool.
For questions please contact svc_ordering_supp[email protected]
NEW
Service Waivers
What can I show a
customer who
doesn’t want to
purchase service
coverage on their
equipment?
Smart Net Total Care Waiver for new gear
Smart Net Total Care Waiver for renewals
These documents spell out what services customers are giving up and the time and material costs if
they must call the TAC for support on an item not under contract.
Feel free to add your company logo to the waiver documents and fill in your company name where
indicated before sending to customers.
NEW
Promotions:
Where can I view
the current product
& service
promotions?
Click on the Promotions and Incentives links at:
http://www.cisco.com/web/partners/incentives_and_promotions/index.html
and
https://www.ciscoservicespromotions.com/Promotions/Home.aspx
Q2FY17 Services Promotions cheat sheet
Q2FY17 Product Promotions cheat sheet
NEW
Cisco One and
Smart Accounts
Cisco One and Smart Account resource document
Cisco One Overview:
Cisco ONE Software is a new way for customers to purchase, consume and use our infrastructure software. It
offers a simplified consumption model, centered on common customer scenarios in the data center, wide area
network, and local access networks.
Smart Account Overview:
Smart Accounts are a new type of customer- or partner-managed account. You set up a Smart Account on Cisco
Software Central to view and control access to Cisco software licenses and entitlements across your
organization.
Customer can view purchased licenses in their Smart account. Once Smart Licensing is enabled, customer will
be able to view licenses that are deployed.
Smart Account help alias: [email protected] - Include in the body of your email this info: Cisco.com ID: xxxx
(list your CCO ID in the xxxx space).
Services for Cisco One licenses and devices:
ECMU (SWSS) SNTC support is required for Cisco One licenses and should be attached within 90 days of
purchase. ECMU (SWSS) support on the Cisco One licenses provides software updates and portability of the
licenses among physical and virtual devices and should be kept active. Smart Net Total Care is also highly
recommended for the hardware devices that run the Cisco One licenses.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 7 of 26
Service
Request
Process
NEW
Cisco
Subscription
resources
East
Dennis Ho - dennho@cisco.com
South
Neima Mirzaei - nmirzaei@cisco.com
Central
Dennis Nguyen - denn[email protected]om
West
Dawn Chandler - dawchan[email protected]m
Identity Services Engine: ISE-express@cisco.com
FirePower & SourceFire:
East: [email protected]
West: security_annuities_commercial_w[email protected]
South: [email protected]
Central: [email protected]
Meraki: [email protected]
Security Licensing Aliases For assistance on any and all security software and licensing including:
CES - Cisco Cloud Email Security
CWS - Cisco Cloud Web Security
IronPort (including legacy Email and Web Security ESA and WSA,SMA,EMGT,WMGT)
ISE - Identity Services Engine
Firepower/ Elektra (Legacy Sourcefire)
SNORT
East: [email protected]
West: security_annuities_commercial_w[email protected]
South: [email protected]
Central: [email protected]
STRATEGIC PARTNERSHIP TEAM FOR RENEWALS UNDER $20K: security_renewals_sq_us@cisco.com
Security Request Form:
You can also use the link Content Security Renewal Request Form to request a renewal quote or assistance
with any of the following products:
CES - Cisco Cloud Email Security
CWS - Cisco Cloud Web Security
ISE - Identity Services Engine
ESA/WSA (Legacy IronPort Email and Web Security)
Firepower/ Elektra (Legacy Sourcefire)
SNORT
VMware:
Renewals: [email protected]
Upgrades: [email protected]
Webex: [email protected]
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 8 of 26
Service
Request
Process
CONTRACTS
Legal Contract
Service
Descriptions
www.cisco.com/go/servicedescriptions
Contract SKUs
and descriptions
Contract Level Descriptions
Service
Availability
Matrix tool
To see what service levels are available for install sites please use this tool.
https://samccx.cloudapps.cisco.com/apidc/sam/search.do
Access to
Contracts:
How do I give my
customers and my
partner employees
access to our
SNTC contracts?
How to create a
CCO ID
Please note there are 2 separate email processes: one for contract viewing access in the Cisco
Service Contract Center (CSCC) and one for TAC & Software Center access.
A. Instructions for Partners to request contract access for their customers:
1. To provide contract viewing access in the service contract center –
Send an email to ic[email protected] , in the subject line type “Access to CSCC”, and in the body of
message type “Please add the following contract numbers to the CCO ID profile “Y” and provide CSCC
access.”
“List
Contract numbers
Here”
2. To provide TAC and Software Center access —
Send an email to [email protected] , in the subject line type “Grant TAC and Software Center
Access”, and in the body of the message type “Please ensure the CCO ID profile “Y” has full TAC and
Software download access to the following contracts in their profile”:
“List
Contract numbers
Here”
B. Instructions for Partners to request contract access for themselves:
1. To provide contract access in the service contract center:
Send an email to ic[email protected] , in the subject line type “Access to CSCC”, and in the body of
message type “Please add the following contract numbers to the CCO ID profile “Y” and provide full
partner CSCC access : ”
“List
Contract numbers
Here”
2. To provide TAC and Software Center access:
Send an email to [email protected] , in the subject line type “Grant TAC and Software Center
Access”, and in the body of the message type “Please ensure the CCO ID profile “Y” has full TAC and
Software download access to the following contracts: “
“List
Contract numbers
Here”
For help call the service support center at 800.556.1343.
Note: Partners can’t request access to contracts they didn’t sell.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 9 of 26
Service
Request
Process
How can I get a
list of all my
Partner
company’s active
Cisco contract
numbers and
request access
to them?
Do you want a
detailed report
for all the line
items on all of
your active
contracts?
Partners, please follow the below steps to gain both Contract Center and TAC
access to all your active contracts:
Step 1:
Request a report of all your current Active contract numbers by following these instructions:
Send an email to: cs[email protected]
Subject line: Query for “Partner company name”
Body of message: Please create one report of all contracts that list “Partner Name” as the
Maintenance Bill-To Name.
Thank you,
Your “e-signature”
Your “CCO ID”
Step 2:
Once you receive the report from step 1 you should copy all the contract numbers, paste them into a
blank Excel spreadsheet, use the DATA tab and choose Remove Duplicates, Sort A to Z, then save
as “Partner Name master contract list”.
Step 3:
Send two emails – one to provide CSCC access and one to provide TAC/Software Center access.
1. To provide contract access in the Cisco service contract center (CSCC):
Send an email to ic-support@cisco.com, in the subject line type “Access to CSCC”, and in the body of
message type “Please add the attached list of contract numbers to the CCO ID profile “Y” and provide
full partner CSCC access. ” (Make sure to attach your spreadsheet)
Thank you,
Your “e-signature”
2. To provide TAC and Software Center access:
Send an email to web-help-[email protected], in the subject line type “Grant TAC and Software Center
Access”, and in the body of the message type “Please ensure the CCO ID profile “Y” has full TAC and
Software download access to the attached list of contracts. “ (Make sure to attach your spreadsheet)
Thank you,
Your “e-signature”
If the report you received from Step 1 above didn’t provide line item detail of all your contracts then do the
following:
After you create your master contract list spreadsheet from Step 2 above follow these steps:
Send an email to cs[email protected]
Subject line: Order Management General Inquiries / Contract Download (Partner Company Name)
Body of message:
Hi team,
Please create one Contract Download report for the contract numbers in the attached list.
(Make sure to attach your spreadsheet)
Thank you,
Your “e-signature”
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 10 of 26
Service
Request
Process
How can I have
all my contracts
reflect my
Primary Bill to ID
(BID)?
Partners can use these 3 steps to consolidate the Bill to IDs on all their contracts to reflect their Primary Bill to ID.
Step 1:
Request a report of all your current Active contract numbers and Bill to IDs by following these instructions:
Send an email to: cs[email protected]
Subject line: Query for “Partner company name”
Body of message: Please create one report of all contracts that list “Partner Name” as the Maintenance Bill-To
Name.
Thank you,
Your “e-signature”
Your “CCO ID”
Step 2:
Once you receive the report from step 1, you should copy all the contract numbers, paste them into a blank Excel
spreadsheet, use the DATA tab and choose Remove Duplicates, Sort A to Z, then save as “Partner name master
contract list”. If you haven’t selected a primary Bill to ID then please pick one from the report.
Step 3:
Open a case to change the BIDs on the contracts to reflect your primary BID. Use this template:
Send an email to: cs[email protected]
Subject: Change BIDs on Contracts for “Partner name”
In Body of email type:
Hi team,
Please change the Bill to IDs on the attached list of contracts to reflect our primary BID “xxxxxxxx”. (Be sure to
attach your spreadsheet).
Thank you,
Your “e-signature”
Your “CCO ID
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 11 of 26
Service
Request
Process
Customer
Inventory
“Covered
/Uncovered”
Report:
How can I get a
customer
inventory list of
Cisco gear, both
uncovered and
covered products?
Customer request option: A customer can request inventory reports directly from Cisco (no LOA
needed). Send your customer these instructions :
Send an email to cs[email protected], in the subject line type “please create global CSD/UE report for
“[customer company name]” and in the body of the message type “please create a raw global CSD/UE report for
my company “[company name]”. (Be sure to include any company name variations).
Customer e-signature
Customer CCO ID
Partner request options:
Below are two sets of instructions that partners can use to request CSD/UE reports (instead of asking the
customer to request them). The reports you receive may have some information removed such as other partner
names and other partner contract numbers.
Scenario One: You want to see all gear and contract statuses for a customer including contracts owned by other
partners.
You’ll need to attach a signed LOA from the customer to your email request. Use these instructions:
Send email to [email protected]
Subject line: CSD/UE Request for “Customer” (fill in the customer company name)
Body of email:
Hello Customer Service,
Please create a global CSD/UE report for customer “customer company name” as the “Installed Site Name”. (List
all customer company name variations). I have attached a signed LOA from the customer.
Thank you,
Your name
Your CCO ID
Your e-signature
Scenario Two: You just want to see contract information that your company has for the customer. No LOA
should be needed. Follow these instructions:
Send email to [email protected]
Subject line: CSD/UE Request for “Customer / Partner” (fill in the customer company name and your partner
company name)
Body of email:
Hello Customer Service,
Please create a global CSD/UE report of all contracts that list “partner company name” as the "Maintenance Bill-
To Name" and “customer company name” as the “Installed Site Name”. (List all customer company name
variations).
Thank you,
Your name
Your CCO ID
Your e-signature
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 12 of 26
Service
Request
Process
Customer had
product swap
due to RMA:
How do I update
my customer’s
contract with a
new serial number
due to a RMA?
Send an email to cs[email protected] , in the subject line type only "RMASWAP", in the
body of the message type "due to a RMA please remove serial (X) and add serial (Y) on
Contract “xxxx”. The RMA # is “XXXX".
***Note: Contracts are being updated by the TAC team when a RMA occurs but if the
contract doesn’t show the replacement serial please follow the step above.
Customer
upgraded
software or
license version:
How do I update
my customer’s
service contract
after a software or
license upgrade?
To ensure you receive proper renewal metrics credit, always make sure to update the
customer’s service contract when a version upgrade through the PUT tool is performed:
1. When you or your customer upgrades a license or software version through the PUT tool
please make a note of the upgraded part number.
2. Download the contract details from CSCC so you can view the old version part #s and the
associated instance numbers.
3. You can email the customer service team at cs[email protected] with subject line
“Licensing Renewal Support - Upgraded SKU” to ask for help in identifying and/or mapping
the old and new part numbers.
4. Send an email to Cisco customer service asking them to update the customer’s contract
with the new part numbers using this template:
Send an email to cs[email protected]
Subject line: "SWAP”
Body of the message: "due to a version upgrade through the PUT tool please remove old
instance number(s) “xxxxx” and add quantity “x” of “New Part Number” on Contract
“12345”.
(Note: If there are multiple instance numbers it will be easier to attach them in an Excel
spreadsheet.)
Signed,
Your e-signature
Your CCO ID
***Note: This process should always be followed after an upgrade for a software or license
version. Contracts are not automatically updated with this information. The PUT tool is not
linked to CSCC.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 13 of 26
Service
Request
Process
Expired Contract
Details
How do I get
contract details for
my expired
contracts?
For contracts sold by your partner company follow these steps:
Send email to: cs[email protected]
Subject: Contract details
Body:
Hi team,
Please create a report that lists all the contract details for contract number “12345”.
Thank you,
Your e-signature
Your CCO ID
Consolidate
Contracts
If your customer has several contracts (including different support levels such as SNT, SNTP,
C4P, etc) that they purchased through your partner company you can consolidate those into
one “target” contract. Send an email to cs[email protected] and in the subject line type
“Merge Contracts” and in the body of the message type “please merge the following contract
numbers (list them here) into target contract “12345”. Or you can call the service support
center at 800.556.1343 and they will create a case for you and forward to the contract
management team.
Please note that ECMU coverage should remain on a separate contract number to avoid
access issues with the PUT tool. ECMU can share a contract number with legacy ESW
coverage.
Other Contract
Management:
For other contract management requests Including moves, adds and changes, you can send an
email to cs[email protected] and use one of the keywords from this list Customer Service
Keywords in the subject line.
Serial # :
How do I look up a
serial number?
Go to the Cisco Service Contract Center:
www.cisco.com/go/cscc and click “Launch” button
Use the drop down search box to select “Serial Number/PAK Number”, type the serial # into
the adjacent box, then click the “GO” button.
Cisco Service
Contract Center
(CSCC):
Go to www.cisco.com/go/cscc and click the “Launch” button.
Use the Service Contract Center to review serial numbers, create quotes and manage
contracts.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 14 of 26
Service
Request
Process
Cisco Service
Contract Center
(CSCC) training
resources
Direct Partners
Cisco Service Contract Center Access for 1-Tier Partners
Indirect Partners
CSCC 2-Tier Partner User Guide
1. Operations Exchange CSCC page:
Click Here to register for CSCC live trainings, recorded sessions, collateral, resources, e-Learning:
http://forums.cisco.com/ecom/web/operations-exchange/cscc-2t/2-tier-partner
2. Click to Chat
There is a Click to Chat option for CSCC support for partners that can be utilized real time during the quote creation
process.
To get started - Log into Customer service Central www.cisco.com/go/mycisco or
https://www.cisco.com/cisco/psn/web/workspace and follow the highlighted steps below:
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 15 of 26
Service
Request
Process
CSCC training
resources
continued…
When to use Click to Chat:
3. Disti Compass App for iOS and Android - https://www.disticompass.com/
Mobile app that provides a complete calendar view of Cisco product and service trainings
delivered by Cisco Distributors.
Service Quote:
How do I create a
service quote from
a Sales Order
(SO) #?
Follow the instructions here: Create service quote from SO#
Cisco Product
and Service
Videos
Cisco's YouTube channel: http://www.youtube.com/user/Cisco
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 16 of 26
Service
Request
Process
Smart Net Total
Care (SNTC)
I want to learn
more about SNTC
Smart Net Total
Care mitigates the
risk of network
downtime and
maximizes the
value of the Cisco
technology.
See new Partner
Smart Assist
offering in NEW
section at top of
document
SNTC Videos on YouTube (consider adding one or more videos to your customer quotes):
Discuss Services early in the sales cycle, YouTube video (3min):
http://www.youtube.com/watch?v=H3S5CGdrHbk
Position SNTC over Warranty – YouTube video (2 min)
http://www.youtube.com/watch?v=wj6gYtbEfBk
SNTC overview (3 min):
http://www.youtube.com/watch?v=oMUDyvhSkf4
At a Glance document (consider adding to your customer quotes):
http://www.cisco.com/c/dam/en/us/products/collateral/cloud-systems-management/smart-net-
total-care/at-a-glance-c45-735464.pdf
SNTC Proposal Template for Partners
For self-service collector instructions please go to this site -
https://supportforums.cisco.com/community/12341696/sntc-collection
A preview of the 3.0 portal on You Tube: https://www.youtube.com/watch?v=hgegu-
tgb1U&list=PL8mhqik9tmQXD-b6icjRfITa9oW3pU9By
Sku Locator Tool: https://supportforums.cisco.com/document/12098436/sntc-product-id-
checker
SNTC information and training can be found at:
www.cisco.com/go/total
and
https://supportforums.cisco.com/community/11933811/smart-net-total-care-partner-resource-
library?view=overview
SNTC 2-Tier ordering Guide: SNTC 2-Tier Reseller Partner Ordering Guide
SNTC Partner Resource Library:
https://supportforums.cisco.com/community/netpro/solutions/smart_services/sntc/partners?view=overview
SNTC help and resources: https://supportforums.cisco.com/community/4891/smart-net-total-
care
Smart Services Bureau team - phone 877 330-9746 or email [email protected]
(available by email 24x7)
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 17 of 26
Service
Request
Process
Multiyear
contracts:
I want to show my
customers the
benefits of buying
multiyear
contracts.
Best Practice – Quote 5 year service on all new product deals. It’s easier to cut back price to
1 or 3 years of service vs starting with a 1 year quote.
Year-over-year SNTC increases average 3-10% per year.
The best way for your customer to ensure predictable contract costs is to purchase multiyear contracts. Not only do they lock
in today’s price but there is a multiyear discount applied which provides a lower per year cost over buying one year at a
time. And Cisco Capital can create a flexible payment plan and the ability to add to the lease as needs change.
Cisco Multiyear video on YouTube (4 min):
http://www.youtube.com/watch?v=po6pWQYt1xI
Use this Multiyear calculator to show the cost advantage to your customers of 3, 4 and 5 year contracts:
Multiyear Calculator
Multiyear Quick Reference Guide:
http://www.cisco.com/web/partners/services/promos/accelerate/downloads/Multiyear_qr
.pdf
Multiyear Services Guide:
http://www.cisco.com/web/partners/services/promos/accelerate/downloads/Multiyear_sg
.pdf
Multiyear slide deck (copy and paste link into browser if necessary):
http://www.cisco.com/web/partners/services/promos/accelerate/downloads/Selling_Multi
year_LM.pps
Cisco Capital
Leasing
I want to offer my
customers multiyear
service contracts
and/or a way to
finance all their
technology projects
now.
Cisco Capital link for US Partners:
http://www.cisco.com/web/ciscocapital/partners/americas/us/index.html
Cisco Capital contacts:
https://grs.cisco.com/grsx/cust/grsCustomerSurvey.html?SurveyCode=10488&KeyCode=000
728138&_ga=1.120575498.303403700.1438613934
Best practice: Include Cisco Capital in every discussion:
One of the many benefits of using Cisco Capital is the customer can purchase what their
technology and services needs dictate instead of being limited by their budget. They can also
fund more projects at once instead of spreading them out over time. And once a lease is in
place the customer can continue to refresh it as their needs change. It is much easier to have
update/migrate conversations with customers who currently have financing in place that they
can easily refresh.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 18 of 26
Service
Request
Process
SWSS
(UCSS/ESW):
Get Cisco Essential
Operate Services
(ESW) and Unified
Communications
Software Subscriptions
(UCSS) in one offer.
Cisco Software
Support Service
(SWSS) gives you
major upgrades and
minor updates,
maintenance, and
access to online
resources, including
Technical Assistance
Center (TAC), from a
single contract.
For SWSS questions open a case with customer service at cs-[email protected] with the keywords
“SWSS HELP” in the subject line.
UCSS & ESW combined SKU (SWSS) became available to quote and sell as of Sept 22, 2014
Main site: http://www.cisco.com/web/partners/services/sell-and-market/software-support-
service.html
You will receive CSPP Renewal Rate metric credit when converting expiring ESW contracts if you
follow the steps outlined in the SWSS ordering guide:
http://www.cisco.com/web/partners/services/downloads/swss-ordering-guide.pdf
To ensure you receive proper renewal metric credit, always make sure to update the customer’s
contract when a version upgrade through the PUT tool is performed:
1. When you or your customer upgrades a license or software version through the PUT tool please
make a note of the upgraded part number.
2. Download the contract details from CSCC so you can view the old version part #s and the
associated instance numbers.
3. You can email the customer service team at cs[email protected] with subject line “Licensing
Renewal Support - Upgraded SKU” to ask for help in identifying and/or mapping the old and new part
numbers.
4. Send an email to Cisco customer service asking them to update the customer’s contract with the
new part numbers using this template:
Send an email to cs-support@cisco.com
Subject line: "SWAP”
Body of the message: "due to a product/license upgrade through the PUT tool please remove instance
number(s) “xxxxx” and add quantity “x” of “New Part Number” on Contract “12345”.
(Note: If there are multiple instance numbers it will be easier to attach them in an Excel spreadsheet.)
Signed,
Your e-signature
Your CCO ID
Note: This process should always be followed after an upgrade for a software or license version.
Contracts are not automatically updated with this information. The PUT tool is not linked to CSCC.
Note: Please note that ECMU coverage should remain on a separate contract number to avoid access
issues with the PUT tool. ECMU can share a contract number with legacy ESW coverage.
Steps and rules
for terminating
service coverage
Please see the Terminating Service Coverage document for details.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 19 of 26
Service
Request
Process
METRICS
View all Fiscal
and Service
dates for FY17
All Cisco Dates for FY17
Cisco Service
Partner Program
Where can I find
info on the CSPP?
The Cisco Services Partner Program (CSPP) is a global, consistent service program across all
partner types, theatres, and service offerings.
The main CSPP link is www.cisco.com/go/cspp
Incentive Metrics within the CSPP:
https://forums.cisco.com/servlet/fileField?entityId=ka2150000009NbNAAU&field=Attachment__Body__s
Partner program guide (you may need to copy and paste link in your browser):
http://www.cisco.com/web/partners/services/cspp/downloads/CSPP_LAPhase_USC_ProgramGuide.pdf
Help Alias for Partner Services Program & Training: servicesprogram@cisco.com
Service Metrics:
Where can I view
my current service
Attach and
Renewal Rates?
Service Incentives
Document
How to get TPV
Access
View Attach and
Renewal
Multipliers
Go to the Total Program View (TPV) site at www.cisco.com/go/tpv . Once in the tool click on the word
“Metrics” in the left hand column, select the “Incentive Metrics” tab, then select “Cisco Services Partner
Program” in the Program Name field and click the arrow button. You can now view your scorecard and see
how close you are to making quarterly service rebates.
Example of a Scorecard:
In order to receive CSPP service rebates your Attach (LLW adj) percentage must be at least 80% and/or your
Renewal percentage must be at least 75% by the end of the quarter.
CSPP Service rebate formula: quarterly Attach Rate and/or Renewal Rate multiplier(s) earned on TPV
scorecard X quarterly CSPP services bookings = $ CSPP Rebate
Scorecard service multipliers can be viewed at www.cisco.com/go/tpv under Metrics tab
Service bookings can be viewed at www.cisco.com/go/tpv under Program tab > CSPP.
For TPV training please go to this link: https://forums.cisco.com/OperationsExchange/s/Training-
Details?L1Category=Training&L2Category=Total_Program_View_Training&L1CategoryPath=training
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 20 of 26
Service
Request
Process
Renewals:
How can I view my
contract renewals?
For step-by-step instructions on how to pull a renewals report from the TPV website and to see a
sample report go to How to request service reports from TPV
Note: To sort on columns in the report select row 14, click on the “Sort & Filter” option in the toolbar
and select “Filter”.
New “Attach”
business:
How can I view my
Attach Rate
opportunities?
When you sell new Cisco gear you can see what has and hasn’t been placed on a service contract yet
by pulling an Attach Rate report from the TPV website:
For step-by-step instructions on how to pull an attach report from the TPV Website and to see a
sample report go to How to request service reports from TPV
Note: To sort on columns in the report select row 14, click on the “Sort & Filter” option in the toolbar
and select “Filter”.
Customer
upgraded
software or
license version:
How do I update
my customer’s
service contract
after a software or
license upgrade?
To ensure you receive proper renewal metrics credit, always make sure to update the customer’s
contract when a version upgrade through the PUT tool is performed:
1. When you or your customer upgrades a license or software version through the PUT tool please
make a note of the upgraded part number.
2. Download the contract details from CSCC so you can view the old version part #s and the
associated instance numbers.
3. Send an email to Cisco customer service asking them to update the customer’s contract with the
new part numbers using this template:
Send an email to cs-support@cisco.com
Subject line: "SWAP”
Body of the message: "due to a product/license upgrade through the PUT tool please remove instance
number(s) “xxxxx” and add quantity “x” of “New Part Number” on Contract “12345”.
(Note: If there are multiple instance numbers it will be easier to attach them in an Excel spreadsheet.)
Signed,
Your e-signature
Your CCO ID
***Note: This process should always be followed after an upgrade for a software or license version.
Contracts are not automatically updated with this information. The PUT tool is not linked to CSCC.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 21 of 26
Service
Request
Process
E-Consulting
Tool for Partners
Starting December 22, 2016, E-Consulting for Partners will no longer be available – many features
have already been migrated to Total Program View (TPV) or other solutions (more info below).
A new, upgraded Total Program View was launched on December 10, 2016. In this expanded
version you will find a new Metrics dashboard, that incorporates E-Consulting reporting to provide
you a more complete set of metrics results, focus area analytics, trending charts, rebate calculator and
more.
Where Can I Find Previous E-Consulting Content?
E-Consulting Feature
Where to Find
Training Materials
Partner Dashboard
Partner Performance
Tracker
Partner Reports
Access the Metrics dashboard in TPV at
www.cisco.com/go/tpv.
Total Program View Operations
Exchange Community site
Opportunity Services
Access Cisco Impact to find your top
opportunities as well as additional
information to help you better target
your renewals. A monthly email will link
you to your opportunity data.
Cisco Impact Onboarding Guide
Cisco Ready for
Partners
Access Cisco Ready for Partners using
Chrome or Firefox.
A Walk-Me tour and training VODs
can be accessed from within Cisco
Ready for Partners.
Building your Services
Practice Quick Links
Visit the Sell Services page on Partner
Central for information on how to
access services content available on
Sales Connect or Cisco.com Support
Forums.
Where is Other Support Available?
E-Consulting Transition Guide: CLICK HERE to access a detailed transition guide to assist you in
finding all relevant information you used to access via E-Consulting for Partners.
Support and Questions: Please submit all inquiries through MyCiscoWorkspace.
IBLM Partner
Portal
Uncover technology refresh opportunities for product and service sales within your customer
base.
Portal: http://cebi.cisco.com/piblbi/analytics/saw.dll?Dashboard
Main site: www.cisco.com/go/iblm
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 22 of 26
Service
Request
Process
HELP
General Partner
Service Inquiries
Please send an email to partnerserv[email protected]
Service Help
Aliases by
Technology
Security: partnersec[email protected]m
Data Center: partnerdcservices@cisco.com
Collaboration: p[email protected]m
Networking: partnerenservices@cisco.com
Cloud: partnercloudser[email protected]m
Internet of Things (IoT): p[email protected]m
Technical
Assistance
Center (TAC)
The direct number for the TAC is 800.553.2447.
For escalations ask for the TAC Duty Manager.
TAC site: www.cisco.com/go/tac
TAC Best Practices and FAQ's: https://communities.cisco.com/docs/DOC-38209
Open a TAC case online or check on an existing case:
https://mycase.cloudapps.cisco.com/case
Software Center
The Software Center is located at www.cisco.com/go/software
Help alias for Software Center is [email protected]
Product Upgrade
Tool (PUT)
The PUT tool is located at www.cisco.com/upgrade
Distribution Help:
What are the
contact numbers
for service help at
disty?
AVNET 800-305-2833 or [email protected]
Comstor 800.955.9590 x3 or [email protected]
D&H 800-340-1001 option 2 or [email protected]
Ingram Micro 800-456-8000 x76471option 2 or
ScanSource/KBZ 215-348-9481,800-944-2439 x4018 or
Tech Data 800-237-8931 x77776 or [email protected]
TelcoBuy 877-350-0191 or [email protected]
Visitec 800-998-5269 or [email protected]
Quoting and
ordering support
through Cisco
(1T Partners
only)
If you purchase directly through Cisco please call Cisco Customer Service at 800.553.6387,
Option 2 for ordering and billing
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 23 of 26
Service
Request
Process
Other Contact
Cisco options
(includes licensing,
CCW,
certifications, etc)
Please use this link: https://www.cisco.com/cisco/web/siteassets/contacts/index.html
Cisco Product &
Service AMs:
Who is the Cisco
Product and/or
Services AM for
my customer?
Use the Who-Is-My-Cisco-Rep tool to look up the Cisco Product and Service Account
Managers for an enduser account:
Go to link: https://tools.cisco.com/WWChannels/CAMLOC/whoismyciscorep.do
You can also send an email to cs[email protected] with the word “Query” in the subject
line and the following in the body of the email “Please provide the name and contact info of
the Cisco Account manager for “customer company name” located at “provide full business
address here”.
Who can I
contact for a
Licensing
question or
issue?
Send an email to the licensing alias: licensing@cisco.com
Include in the body of your email this info: Cisco.com ID: xxxx (list your CCO ID in the xxxx space).
The licensing portal is located here: www.cisco.com/go/licensing
View the Licensing Help page for how-to videos and other helpful resources
End of Sale/ End
of Support info
Use this link to view End of Sale and End of Support information :
http://www.cisco.com/c/en/us/products/eos-eol-listing.html
Not For Resell
(NFR) Partner
Program:
This program is for
Cisco Partners
who are
purchasing gear
for their internal
use – network, lab,
or demo – at deep
discounts (up to
80% off products
and up to 70% off
services).
Note: If you have not created your reusable FY17 NFR Deal ID, you will need to do that prior to
ordering. Because you use the same Deal ID all fiscal year for NFR purchases it’s best to label it “NFR
Aug2016 to July2017”. Please see here for set-up instructions (you may need to copy and paste link into your
browser): http://www.cisco.com/web/partners/downloads/partner/WWChannels/incentive/us_nfr_partner.pptx
When creating your NFR Deal ID you will see two options based on your partner certification level:
The Certified/Specialized partner option is available for Select, Premier, Silver and Gold partners.
The Registered Partner option must be used if the partner’s certification status is “Registered” only.
The NFR program is NOT set up for renewals, only original purchases of gear and service.
For the service/SNTC component you only get one shot at using the 70% off list price discount so it’s more cost
effective to buy 5 years of coverage on the gear you purchase through the program. At renewal time you have to
use your normal services discount to purchase the renewal.
Access the NFR program through CCW: www.cisco.com/go/ccw
Main link for NFR program info: www.cisco.com/go/nfr
How to Order:
When ordering through distribution please include the deal id and/or the DART deviation number.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 24 of 26
Service
Request
Process
E-RATE:
E-Rate Partner Central: http://www.cisco.com/web/partners/sell/industry/education-k12/e-rate.html
E-Rate Help Desk: www.ciscoerate.com
E-Rate services questions: erate_inquires@external.cisco.com
E-Rate Team for questions about the US K-12 Bundled Warranty Offer or E-Rate Modernization:
eratemodernization@cisco.com
Funds for Learning (E-Rate compliance, eligibility and cost allocations questions):
help@fundsforlearning.com
E-Rate Promotion Playbook—contains promotion details, registration & ordering instructions, &
FAQs:
http://www.cisco.com/web/partners/downloads/partner/WWChannels/industry/downloads/eRate_pro
m_progoview.pdf
Deviations:
How do
DSAs/DARTs get
applied?
1. For Direct Partners: the Cisco Services AM (CSM) creates a deviation and emails the DSA# to
the partner who then opens a case (by either using the Customer Service Central portal, sending
an email to cs-support@cisco.com or calling the Cisco Service Support Center at 800.556.1343)
to have it applied to the partner’s CSCC quote.
2. For Indirect Partners: the CSM creates a deviation and emails the DART# to the partner who
then asks their distributor to apply it to their order.
TRAINING & OTHER RESOURCES
Services
Training:
I’m hiring a new
person to work
with our Cisco
services business
and they need
training.
Cisco Service Expert Program
Highly recommended set of 9 fundamental modules for anyone in your company who will be working with
Cisco Services.
Additional Cisco Services Training Resources:
Services Training for New Hire
THE SELL is an excellent resource on all things Cisco and was developed for new managers, AMs and SEs in
our Partner community.
Cisco Partner Guide
Leverage AMs to
Increase Service
Revenue
Ensure your Account Managers are comfortable discussing Service basics with customers:
Position SNTC over Warranty – YouTube video (2 min) http://www.youtube.com/watch?v=wj6gYtbEfBk
Discuss Services early in the sales cycle, YouTube video (3min):
http://www.youtube.com/watch?v=H3S5CGdrHbk
Explain cost savings of Multiyear contracts, YouTube video (4 min):
http://www.youtube.com/watch?v=po6pWQYt1xI
Multiyear calculator: Multiyear Calculator
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 25 of 26
Service
Request
Process
Smartphone app
for trainings
provided by Cisco
Distributors
Disti Compass App for iOS and Android - https://www.disticompass.com/
Mobile app that provides a complete calendar view of Cisco product and service trainings delivered by Cisco Distributors.
Service and
Warranty
descriptions and
links
Service level descriptions: http://www.cisco.com/c/en/us/about/legal/service-descriptions.html
Cisco video on YouTube (2 min) - How to position SNTC over Warranty:
http://www.youtube.com/watch?v=wj6gYtbEfBk
For descriptions of service and warranty offerings see this document:
Service and Warranty Offerings
Service Pricing
Lists:
Where can I find
the latest Service
Pricing list?
Go to Cisco Commerce Workspace (CCW) at www.cisco.com/go/ccw , click on the price list catalog located in the Quick
Links box (look for the symbol in the top right portion of the page).
Service Pricing
changes:
Where can I find the
latest Service Price
announcements?
Service Announcements:
http://www.cisco.com/web/partners/services/orders-support/price-changes/index.html
Sales Connect
Service Library
Browse service
topics
Browse the Sales Connect Library of Service training modules and documents.
Partner Guide:
Where can I find a
Cisco Partner
Guide?
Comprehensive Cisco Partner Guide
Learning Credits
Main site: http://www.cisco.com/c/en/us/training-events/resources/learning-credits/clc-partners.html
How to open a case for help with Cisco Learning Credits
Legal
I need legal
documents on
terms and
conditions, SNTC
cancellation
policies and/or the
enduser license
agreement.
Main legal site: www.cisco.com/go/legal
Smart Net Total Care cancellation policy:
http://www.cisco.com/web/partners/program/certifications/download/Cisco_Consolidated_Ops_Guide.
pdf - see section “Global Cancellation for Credit and Change Order Policy for Product, Service, and
Software Subscription (for Services)” starting on page 19
Guidelines for Support:
http://www.cisco.com/web/services/abuse/docs/service_guidelines_for_cisco_hardware_software_not
_under_supportl.pdf
These points are found in above link:
Q. Is the Cisco product warranty transferable?
A. No. The Cisco product warranty is nontransferable. A warranty is provided solely to the original end
user of the equipment.
© 2016 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution. Page 26 of 26
Service
Request
Process
Legal cont.
Q. Are service maintenance contracts such as Cisco Smart Net Total Care contracts transferable?
A. No. Standard service maintenance contracts are not transferable from user to user. Please contact
your Cisco Services account representative if you have questions regarding any specially negotiated
terms.
Q. Is a Cisco software license transferable?
A. No. Cisco software licenses are not transferable from user to user unless otherwise stated by Cisco
or required by applicable law. Any purchaser of used or secondary market Cisco equipment is
required to re-license the software. For further details read the End User License Agreement at
http://www.cisco.com/en/US/docs/general/warranty/English/EU1KEN_.html
End User License Agreement:
http://www.cisco.com/en/US/docs/general/warranty/English/EU1KEN_.html
main site: http://www.cisco.com/web/products/software_licensing_center.html
United States Terms of Sale and Software License Agreement (services follow this policy):
http://www.cisco.com/web/about/doing_business/legal/docs/tc-us.pdf
Main site:
http://www.cisco.com/web/about/doing_business/legal/terms_conditions.html
Cisco policy on software transfer and re-licensing:
http://www.cisco.com/en/US/prod/cisco_software_transfer_relicensing_policy.html
Any questions or comments regarding this Policy should be sent to swtransf[email protected]
More legal info for Partners:
Cisco Channel Program Audit and Policies
http://www.cisco.com/web/partners/program/certifications/channel_partner_program_policies.html#~S
vc
Cisco Service
Support Center:
I still have a
service question,
who can I call?
The Cisco Service Support Center can help with service related questions. The number is
800.556.1343.
