Beruflich Dokumente
Kultur Dokumente
Partner Q&A
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
Table of Contents
About Cisco Smart Care Service . . . . . . . . . . . . . . . . . . . . . . . . . 1
General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Device Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Labs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Marketing Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Partners. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Partner Qualification and Certification. . . . . . . . . . . . . . . . . . . . . 8
Partner Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Training and Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Quoting, Ordering, and Billing. . . . . . . . . . . . . . . . . . . . . . . . . . 13
Pricing Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Cisco Smart Care Service Price to Partner . . . . . . . . . . . . . . . . 15
Ultimate Contract Value. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Initial Price Estimate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Final Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Ordering. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Collaborative Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Contract Creation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Shared Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Contract Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Contract Cancellations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Access Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Managed Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Partner Enablement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Metrics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Role of Distributor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
ii
Partners
Features
and Tools
Comparison
to Other
Services
General
Q. What is Cisco Smart Care Service?
A. Cisco Smart Care Service is a unique, proactive services platform
that allows Cisco Certified Partners to build upon Cisco networking
expertise, methodologies, technical tools, best practices and service
infrastructure to create new, personalized services for their customers.
*Refer to the Products section for a list of eligible devices and software applications covered by Cisco Smart Care Service.
Table 1.
ack to Table
B
of Contents
Description
CCO
Access
Level
Pica
Administration
Hardware
Coverage
Service Level
Group
Software
Center Access
Major
Software
Updates
Software
Maintainence
Releases
TAC
Access
CNL1
CNL1 ROUTR/SWTCH/SEC
Partner
Yes
Yes
8x5xNBD
Yes
No
Yes
Yes
CNL3
Partner
Yes
Yes
8x5xNBD
Yes
No
Yes
Yes
CNL4
Partner
Yes
Yes
8x5xNBD
Yes
No
Yes
Yes
CNLA
Partner
Yes
No
Yes
No
No
Yes
CNLB
Partner
Yes
No
Yes
No
No
Yes
CNLP
SMARTCARE PREMIUM
Partner
Yes
Yes
24x7x4
Yes
No
Yes
Yes
Contract
Type
* Software upgrades do not contain entitlement for licensed upgrades. These licensed upgrades have to be purchased separately.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
With a support plan based on the Cisco Smart Care Service, a qualified
Cisco partnerbacked by extensive tools and in-depth training from
Ciscoprovides a comprehensive analysis to determine whether the
network meets these requirements before the customer invests in IP
voice technologies. The assessment tools include voice traffic injection
capabilities and detailed measurements of the delay, jitter, and loss in the
customer network. The assessment also provides a mean opinion score
(MOS) for the customer networkthe industry-standard scoring criteria
for IP voice circuits.
Through this evaluation, the Cisco partner provides detailed information
about everything the network requires (including any devices or
links that must be replaced and any operating systems that must
be upgraded) to successfully support IP voice and helps create a
smoother, more successful implementation. According to a 2005
Cisco survey of companies with IP voice solutions, nearly 90 percent
of customers that performed a presales assessment of their networks
voice capabilities reported that they were pleased with the solution.
Alternatively,approximately 80 percent of those companies that did not
perform such assessments were dissatisfied.
Security
Note: For information on how your customers data is secure with Smart
Care, go to: www.cisco.com/web/partners/services/programs/smartcare/
downloads/scs_security_wp.pdf.
ack to Table
B
of Contents
Q. What steps are taken to help ensure that network data sent
to Cisco is secure?
A. A network appliance or software application on the network
continuously collects data about the health of the network. This data is
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
Products
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Third-party devices
ack to Table
B
of Contents
The partner may request that these devices be excluded from the
Cisco Smart Care Service contract through the Service Support Center
(SSC). The request will be reviewed by a Cisco Smart Care Service
administrator, and, if approved, excluded devices will be marked on the
inventory as excluded and, if appropriate, removed from the Cisco Smart
Care Service contract.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
Partners
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
A. There are specific eligibility criteria that your partner company needs
to meet before registering for the Cisco Smart Care program. Visit the
program homepage (www.cisco.com/go/smartcare) to review those
criteria. If you think that your company meets the criteria, visit the Partner
Self-Service tool at http://tools.cisco.com/WWChannels/GETLOG/
welcome.do to validate if the appropriate certifications/specializations
arein place.
It is also possible that your company does not reside in one of the
countries in which the Cisco Smart Care program is currently available.
Visit the Partner Self-Service tool to validate your companys address
information, and refer to the Theater Availability table at www.cisco.com/
web/partners/services/programs/smartcare/theater_availability.html for
updates on availability.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
Partner Registration
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
5. Pass the Cisco Smart Care Service online test (free to partners; one
person from partnership needs to pass).
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
There are two different tests associated with the systems engineering
training path modules. The systems engineer or equivalent needs to pass
only the test that matches the partner organizations service level. (See
notes following each test title.) The tests are:
Cisco Smart Care Base + Voice: Pass this test to sell level 3 and
level 4 of Smart Care (unified communications).
Cisco Smart Care Base: Pass this test to sell level 1 and level 2 of
Smart Care (foundation technology and security).
When your systems engineer has passed the online test and you meet
the other eligibility requirements described in step 1, you may register
tooffer a plan based on Cisco Smart Care by filling out a simple
registration form.
ack to Table
B
of Contents
Q. Does everyone from the partner organization have to complete the Cisco Smart Care registration click-to-accept
terms?
A. No, only the person authorized to accept the Cisco terms and
conditions will be required to sign at the time of registration.
A. It might not exist, in which case you will need to create one at
http://tools.cisco.com/RPF/register/register.do. Or you might need to
reset the password by sending an email to cco-locksmith@cisco.com.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
10
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. After a partners profile has been updated with the newly acquired
specialization in the Partner Self-Service tool at http://tools.cisco.com/
wwchannels/getlog/welcome.do, the next time someone from your
company logs into the Cisco Smart Care portal, the access level will
beautomatically increased. You will receive an email notifying you of
thischange.
A. For internal sales and business training on Smart Care and Ciscos
portfolio of technical services visit Accelerate, www.cisco.com/go/
accelerate, Ciscos partner portal dedicated to services training and
education. For all the tools and resources required to help you position
and sell Smart Care to your customers, visit www.cisco.com/go/
smartcare.
A. No.
A. For questions regarding the terms and conditions for Cisco , contact
the SSC by sending an email to: ask-smart-services@cisco.com or open
a case at www.cisco.com/go/ssc.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
11
About Cisco
Smart Care
Services
Partners
Features
and Tools
A. When you go to the URL to take the test, you will have two choices,
either Smart Care Base or Smart Care Base + Voice. If your company
has a Cisco Express or Advanced Unified Communications Specialization
and can support level 3 and 4 Smart Care contracts, you will have access
to the voice tools and should take the Base + Voice test.
A. No. The Cisco Smart Care Service online test is free to partners.
Only one partner, sales or systems engineer, or equivalent needs to
passthe exam.
Comparison
to Other
Services
A. The test should take no more than 60 minutes to complete. The test
will time out and score the test at 60 minutes.
A. The passing score for the Cisco Smart Care Service online test is
70percent correct.
ack to Table
B
of Contents
A. Before you can register to offer Smart Care, one person from your
staff needs to take and pass the appropriate online test. The online
testisbased on the sales or systems engineer learning path content
(seeabove).
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
12
About Cisco
Smart Care
Services
Partners
Q. How long does it take between the time I take the Smart
Care Service eligibility test and when I can register for
CiscoSmart Care?
A. You may start the Cisco Smart Care registration process immediately.
Features
and Tools
Comparison
to Other
Services
Q. What if I do not pass the test? How often can I take it?
ack to Table
B
of Contents
A. If you do not pass the test the first time, you may retake the test
immediately. There is no limit to the number of retakes.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
13
Pricing Framework
About Cisco
Smart Care
Services
Partners
Features
and Tools
A. No
Comparison
to Other
Services
Q. Does Cisco set the customer price for partner plans based
on Cisco Smart CareService?
A. No. You establish the price to each customer, depending on the level
and type of services the customer and you agree on.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
14
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
To help ensure that Cisco Smart Care Service is priced fairly, the device
counts for these complex devices are weighted using a device multiplier.
A. The Cisco Smart Care network client and the Cisco Smart Care
network appliance are part of the service offering and are not available for
a standalone purchase. The cost of either the software client or hardware
appliance is built into the price of the annually renewable contract.
Q. How are the Cisco Smart Care network client and the
Cisco Smart Care network appliance priced? Can they be
purchased as standalone products?
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
15
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
16
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Final Quote
Q. Does the pricing on the estimate or quote reflect what I am
supposed to charge customers or what I am being charged
by Cisco?
A. The pricing on the quote reflects the price of the Smart Care Service.
The price the reseller would be charged is negotiated between reseller
and distributor.
Q. Once I submit the request for a quote, how long will it take
to get revised quotes?
A. The price estimate was put in place to allow partners to quickly get
a price to the customer while selling the program. After you and your
customer have agreed to move forward with purchasing the service, then
you will need to request a final quote. The customer data is then sent to
Cisco for further data scrubbing and validations. The final quote that is
received may differ from the initial estimate. Some examples might be
that a given device is at its end of support and will not be included within
the Smart Care customer network or if a customer has existing contracts
covering a specific device.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
17
Ordering
About Cisco
Smart Care
Services
Partners
Features
and Tools
Contract Management
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
18
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Q. Can I order more than one Smart Care Service for the same
customer network?
A. Each customers network can have different service levels (next
business day (NBD) and premium 4-hour service), which results in
separate contracts. However, they are part of a single Smart Care Service.
Contract Updates
Q. How can a new device get added to an existing Smart Care
contract?
A. After a new device has been plugged into the network, you have two
options. The first option is that you may run the discovery and inventory
services manually in order to add the device onto the Cisco Smart Care
Service contract. The other option is that the automatic weekly discovery
will detect the device after it is plugged in and send an alert. You should
log in to run the inventory service and provide the device passwords.
After this is completed, the devices will be added to the Cisco Smart
Care Services contract.
Contract Creation
Q. Why do I have to fill out a customer network questionnaire?
What is it for?
A. The customer network questionnaire is used to further refine the
customer network complexity that has been discovered by the Cisco
Smart Care appliance. The results of the questionnaire will help you to
modify the contract type that is appropriate for your customer.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
19
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. In order to make contract changes, you need to log into the Cisco
Smart Care portal at https://tools.cisco.com/smartcare. Select the
customer for which you want to make changes and search for what
you want to change. Location changes, device additions, and device
terminations can all be managed from the Cisco Smart Care portal.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
20
Contract Cancellations
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Access Management
Q. What if I cannot get to the Cisco Smart Care portal page?
What login and password should I be using?
A. A user must have a Cisco.com user ID and password in order to
access the Cisco Smart Care portal. Verify that you have a valid Cisco.
com user ID. If you do not, obtain one by visiting http://tools.cisco.com/
RPF/register/register.do. In addition, the user needs to be linked to the
partner account in the Partner Self-Service tool. Verify this by visiting
http://tools.cisco.com/WWChannels/GETLOG/welcome.do.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
21
About Cisco
Smart Care
Services
Partners
Features
and Tools
Partner Enablement
Comparison
to Other
Services
Metrics
Q. What are the Cisco Smart Care Service performance metrics?
A. Cisco Smart Care Service is aligned with the worldwide Cisco
channel certifications and specializations to help ensure simplicity for
thepartner.
Following is the impact on existing metrics:
Attach rate: The attach rate is a partner-level metric for the service
attached to a new product at the point of sale. There will be no
change to the attach rate at the time of contract migration. As new
products are added to the network, they are covered automatically,
which will increase your attach rate metric.
Renewal rate: The renewal rate is a partner-level metric that is
calculated at the time of service renewal. Therefore, 100 percent
of the products added to the network will be included in your
renewal rate when the annual contract is renewed.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
22
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Q. Will Cisco TAC cases and RMAs count against Cisco Shared
Support metrics? How do attach rate and return rate count
toward Cisco Shared Support metrics?
A. Attach rate, conversion rate (where applicable), and renewal rate are
measured at the partner level. As a result, partners that are in programs
such as Cisco Shared Support or Pay for Performance will benefit on
their sales metrics. At the same time, delivery metrics such as the service
request and RMA request are measured at the program level. As a result,
there will be no impact on other service program performance metrics as
a result of Cisco Smart Care Service support.
Role of Distributor
Q. What is the role of the distributor?
A. Distribution services may compliment the Smart Care service product
from an operational support and opportunity identification perspective in
addition to a portfolio of professional services that will help accelerate
your brand of Smart Care Service.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
23
Partners
IP address
Configuration info
Product ID
Comparison
to Other
Services
Device name
Features
and Tools
A. This occurs when you exited your browser without closing out of
the previous session first. Click the Enter button and use the Terminate
Session feature. Then run the discovery again.
Serial number
Card
Only after the inventory process is run will the device be included in the
other services offered under a Cisco Smart Care Service contract.
24
About Cisco
Smart Care
Services
Partners
Unavailable devices
Features
and Tools
Comparison
to Other
Services
One possible remedy is to narrow the size of the network and search for
specific IP addresses or specific IP address ranges.
However, if the client appears to be working normally and the network
size is not large, contact the Cisco TAC for additional support.
A. Internet Control Message Protocol (ICMP) and SNMP are used during
discovery. Inventory uses Telnet, Secure Shell (SSH), SNMP, and
HTTP/HTTPS.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
25
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. All routers, switches, and other network devices are queried for
sysObjectID only. Windows servers (with SNMP enabled) are queried
for the enterprises MIB. The sysObjectID is short for System Object
Identifier and is an industry-standard SNMP data element that
networkequipment manufacturers support when providing SNMP
inoperating systems.
A. You will need to check the list of supported devices and services
supported for the device in the partner dashboard under Support. The
inventory service for the devices must be completed before running any
other services.
A. No. The partner cannot log into the portal as a partner and customer
with the same CCO ID. You must create a new user ID to access the
portal as a customer.
Show diag
show flash
show bootflash
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
26
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Q. What support does Smart Care provide with customersupplied media convergence server (MCS) server
equivalents?
A. Neither Smart Care nor Cisco will support customer-supplied MCS
server equivalents. Partners can, however, add voice applications that run
on these non Cisco appliances and get support for them.
Host name
Version
Hardware revision
1U
MAC address
Interface info
GEN2
1U
Device Support
Q. Does Smart Care support Cisco Small Business Pro devices?
A. Smart Care does not support Cisco Small Business Pro devices.
Thisis a deliberate portfolio decision, as a different service is planned
forSmall Business Pro devices.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
27
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. The QUE tool is provided for initial estimates; other quotes are
produced by a request for quote (RFQ) process through the customer
portal. Device available for Smart Care coverage are shown in a support
matrix included with the Portal.
ack to Table
B
of Contents
28
About Cisco
Smart Care
Services
Partners
Comparison
to Other
Services
Note: If you want to access more than one lab in succession, you must completely close your
browser in between (to avoid a browser error)
Marketing Support
Q. Where can I find sales and product literature?
Labs
ack to Table
B
of Contents
Features
and Tools
In this Fast Lab, all services have been run, allowing you to demonstrate
all functionality of the Smart Care Service in a compressed timeframe.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
29
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
CISCO or C = Router
WS-C = Switch
CP = Phone
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
30
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
31
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
32
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
33
About Cisco
Smart Care
Services
Partners
A. Assigning the client is the first step and maps a specific client to
a specific customer. Enabling that client allows it to start performing
services for that customer.
Features
and Tools
Comparison
to Other
Services
Software Client
Q. What are the system requirements for installing the
softwareclient?
A. Any contemporary PC that is capable of running Windows XP and
Windows 7 and has at least 1 GB of free disk space should be sufficient.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
34
About Cisco
Smart Care
Services
Partners
Hardware Appliance
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
35
About Cisco
Smart Care
Services
Customer Network
Partners
Features
and Tools
Comparison
to Other
Services
1.414
204 bytes
347,403
289
0.002
4,109
346 bytes
2,392,075
1,422,944
0.011
ack to Table
B
of Contents
Q. How do I get in touch with the Cisco TAC for backup support
with customer issues?
A. After you complete level 0 and level 1 support, if you need Cisco
TAC support, you can contact the Cisco TAC by phone or web using the
normal process.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
36
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. You do not have to cover child parts. If the chassis is covered, then all
the child parts will be covered and with the same service level.
Data
Q. What data is gathered over the network by Smart Care?
A. The customer network information that is collected, stored, and
analyzed in connection with the network appliance (hardware) or
network client (software) includes the following: configurations (including
running configurations and startup configurations), product identification
numbers, serial numbers, hostnames, equipment locations, IP addresses,
system contacts, equipment models, feature sets, software versions,
hardware versions, installed memory, installed flash, boot versions,
chassis series, exceptions to such information (for example, duplicate
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
37
Application
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
38
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
39
About Cisco
Smart Care
Services
Partners
A. See the section Customer Administration > Users > Deleting Users
in the Cisco Smart Care Service Partner User Guide in the partner portal
or Acceleration Website (www.cisco.com/partner/services/smartcare/
accelerate/).
Features
and Tools
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
40
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
A. Review the details in the Cisco Smart Care Service Partner User
Guide in the section Operating the Cisco Smart Care Application >
Customer Relations > Smart Care Services.
A. Review the details in the Cisco Smart Care Service Partner User
Guide in the section Operating the Cisco Smart Care Application >
Customer Relations > Smart Care Services.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
41
About Cisco
Smart Care
Services
Partners
Features
and Tools
To find the IPS device serial number in Cisco IPS Device Manager (IDM)
choose Configuration> Sensor Management> Licensing. For Cisco IPS
Manager Express (IME), choose Configuration> sensor_name> Sensor
Management> Licensing, or in the CLI use the show version command.
A valid Cisco.com username and password are required.
Trial license keys are also available. If you cannot get your sensor
licensed because of problems with your contract, you can obtain a 60day trial license that supports signature updates that require licensing.
You can obtain a license key from the Cisco.com licensing server, which
is then delivered to the sensor. Or you can update the license key from a
license key provided in a local file. To apply for a license key, go to
www.cisco.com/go/license and click IPS Signature Subscription.
You can view the status of the license key from the following places:
IDM Home window Licensing section on the Health tab
Comparison
to Other
Services
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
42
About Cisco
Smart Care
Services
Partners
For IPS modules, you can use the show version or service-module
ids-sensor slot/port status command from the router CLI to determine
which IPS version the module is running.
Features
and Tools
Comparison
to Other
Services
into the dashboard, plus more detailed information about identified issues
and recommended fixes. This approach provides customers with the
high-level network status they want and you with the detailed information
you need to understand and remediate issues.
Technical Assistance
Dashboard Reports
Q. How do I make my logo appear on my customers
dashboard? How can I brand my Smart Care portal?
A. Go to the Administration page and select Profile Configuration.
Thatdashboard has a partner branding section.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
43
Level 0: Procedural
About Cisco
Smart Care
Services
Partners
Features
and Tools
Level 1: Basic
Provide general product information (presales and postsales).
Provide hardware and software configuration, installation, and
feature set upgrade support for mature products.
Comparison
to Other
Services
ack to Table
B
of Contents
44
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Q. How do I get in touch with the Cisco TAC for backup support
with customer issues?
A. After you complete level 0 and level 1 support, you might need
additional Cisco TAC support. The best way to contact the Cisco TAC
is by phone or web. You can find worldwide contact information for the
Cisco TAC at www.cisco.com/en/us/support/tsd_cisco_worldwide_
contacts.html.
After you complete level 0 and level 1 support, you need Cisco TAC
support. You can contact the Cisco TAC by phone or web using the
normal process.
Advance Replacement
Q. What happens if Cisco hardware needs to be replaced?
A. You open a service request with the Cisco TAC. After the need for
a Cisco replacement part has been confirmed, the Cisco TAC will send
the replacement part directly to the customer using next-business-day
delivery. The replacement part can be installed by either the customer or
you, depending on your individualized service agreement.
ack to Table
B
of Contents
coverage. (Note: The 4-hour option does not include onsite service.)
If customers with an existing 2-hour contract purchase Cisco Smart
Care Service, their existing Cisco SMARTnet contracts will be honored
for the duration of that contract. As each devices contract expires, it
will automatically be migrated to the Cisco Smart Care Service and the
pricing adjusted when applicable. Therefore, a customer that has a current
2-hour Cisco SMARTnet contract will still be able to get that hardware
replacement level until their current Cisco SMARTnet contract expires.
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
45
Partners
Features
and Tools
Comparison
to Other
Services
Collaborative Services
Q. How does Cisco Smart Care Service fit into Ciscos
collaborative services?
A. Cisco Smart Care Service is part of Ciscos family of Collaborative
Services, which combine the strength of Cisco and our certified partners
to deliver a superior service experience.
Shared Support
Q. How does Cisco Smart Care Service compare to the Shared
Support program?
A. Cisco Smart Care Service differs from Shared Support in five
keyways.
Q. How can a partner make more profit with Cisco Smart Care
Service than through services offered as part of the Shared
Support program?
A. The Cisco family of Collaborative Services provides opportunities
for partners to grow their businesses and increase profitability by taking
advantage of Ciscos investments in service capabilities and intellectual
capital. And since Cisco Smart Care Service is not sold directly to
customers by Cisco, it provides partners with the opportunity to bring
differentiated and higher-value service offerings to market.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
46
Partners
Features
and Tools
Comparison
to Other
Services
What
Cisco
Smart Care Service
Where hosted?
Number of network
users and devices
50 to 1,000 users; up to
200devices
Key differentiator
(affects servicelevel agreement)
Network devices
monitored
Delivery model
Collaborative Service,
delivered as an ASP model
Purchaser
Partner
Partner or customer
Maintenance model
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
47
About Cisco
Smart Care
Services
Partners
Features
and Tools
Comparison
to Other
Services
Managed Services
Q. What is the difference between Cisco Smart Care Service
and a fully managed service?
A. A partner plan based on Cisco Smart Care Service can include spare
parts, technical support, network monitoring, proactive notifications, and
network health and security checks. Although it provides some basic
monitoring, it is not anetwork management product or service. It is
designed to enable Ciscopartners to provide a personalized, proactive
service to their commercial customers.
ack to Table
B
of Contents
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
48
ack to Table
B
of Contents
Americas Headquarters
Cisco Systems, Inc.
San Jose, CA
Europe Headquarters
Cisco Systems International BV Amsterdam,
The Netherlands
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third party
trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)
C67-446444-06 1211
This document is Cisco Confidential. For Channel Partner use only. Not for distribution.