Cisco Partner Plus

Virtual Engineering Partner Help Plus (PH+)

June 2013
Rolf Schinkels
2012 Cisco and/or its affiliates. All rights reserved.

VSEM Virtual Eng. PH+ Central EMEA

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Agenda

Cisco Virtual Engineering

Partner Help Plus (PH+)
What Is It?
PH+ Services
PH+ Enablement How To
Access
Q&A

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Partner Helpline Engagement Model

PURCHASE

PH

IMPLEMENT

CONSUME

P D I

Sales

TAC
In Production

PDI Help Desk

Engage:

Engage:

Engage:

Partner Helpline / Channel

Account Team

PDI Help Desk

TAC

Partner Helpline +/ Channel

Account Team
*(only for Partner part of P+
Program) Premium Partner >

Technical Pre-Production

Advanced Services

PDI helps to Fill The Gap between existing support functions for Sales (Account
Team, Inside Sales, WW Partner Helpline) and In-Production (TAC) support
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Partner Plus Virtual Engineering Accelerator

Virtual
Engineering

Premium
Enablement

Improve
performance at
every stage of
the sales cycle
Partner
Plus
Incentives

Customer
Intelligence

Premium
Marketing

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Virtual Engineering
Partner Help Plus (PH+)

Preference
Support
Investment

What is it?
24/5 pre-sales technical support from Cisco
Engineers
Level 2 support: product research, design assistance
with validated BoM, find/assemble/validate a Cisco
presentation, find/research competitive product info,
participate in customer engagements associated with
registered opportunity, standard architecture
assistance
6 hour SLA

Partner Benefits
Scale and augment scarce engineering
expertise to increase productivity during
the sales cycle.
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Virtual Engineering
Partner Help Plus (PH+) The Team

Portland

Salt Lake City

San Jose

Edinburgh
Edison London
Boston

Beijing
Amsterdam

Tokyo
Shanghai

Raleigh
New Delhi
Costa Rica

Manila
Bangalore
Singapore

Over 450 team members in ~50 cities

Over 50 CCIEs, Technology and Architecture Specialists / Generalists

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PH+ Services Provided

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PH vs. PH+ Services

What's the Difference?

PH PH+

Cisco Product Research

Standard Architecture Assistance
Specialized Support for Small & Mid-sized Segments (SMB)
Creation of Bill of Materials (BoMs)
Product Pricing Assistance (List Price)
Partner Programs and Tools Assistance
Find/Assemble/Validate a Cisco Presentation
Find/Research Competitive Product Information
Participate in Customer Engagements associated
with Registered Opportunities

Cisco Design Assistance with Validated BoM

(Visio Diagram Included)
Response Time-Service Level Agreement (SLA)

24 Hr

6 Hr

PH (Level 1): Generalist SE supporting low- to mid-level complexity

PH+ (Level 2): Technology Specialist supporting mid- to high-level complexity
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Partner Help Plus (PH+)

Technology Specialization & Base Services

Resources
PDF

Cisco Product Research

Cisco Pricing Assistance

Cisco Validated BoMs

Security

Find/Assemble/Validate Cisco Presentations

Mobility

Find/Research Competitive Product Info

Cisco Design Assistance

Participate in Customer Engagements

Standard Architecture Assistance

Collaboration
Data Center/Virtualization

Routing & Switching

Architecture Solutions

Not Supported

2012 Cisco and/or its affiliates. All rights reserved.

Services
Training Requests
RFP/RFI

Technologies
Service Provider Architectures
Specific Service Provider Products and
Technologies (Cable, HSR, BGP)
Small Business Solutions and Products

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Cisco Product Research

Cisco
Design
Assistance
Co-Op
Activities
with Validated BoM

Assistance in finding existing Cisco

pre-sales technical content for
products & technologies supported
by PH+. Assistance in researching
undocumented and/or hard to find
and/or roadmap Cisco pre-sales
technical information for products
& technologies supported by PH+.

Assistance in creating a valid network

design and/or solution sizing analysis
and/or design-validated Bill of
Materials (BoM) for products &
technologies supported by
PH+. Requester must
provide detailed customer
requirements documentation. Certain
third party components may be
incorporated if supported by PH+.

Deliverables

Deliverables

Standard output is verbal guidance and/or an

email message that may contain URLs and/or
pre-existing materials as attachments. Optional
output may include custom-built materials.

2012 Cisco and/or its affiliates. All rights reserved.

Standard output is an Excel file with

Cisco.com Config Set ID & Access
Key. Optional output includes Excel file
showing equivalent competitive BoM, Visio
file, Netformx DesignXpert file. US currency
is used unless otherwise requested.
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Find/Assemble/Validate a
Cisco Presentation

Find/Research
Competitive
Co-Op Activities
Product Info

Assistance in finding existing

presentation slides for products &
technologies supported by
PH+. Consolidation of slides from
multiple existing presentations into a
single presentation. Technical review
of existing presentation materials to
ensure accuracy and freshness for
the related products &
technologies. Does not include local
language translation.

Provide Cisco Design Assistance

and/or a Cisco BoM based on
customer design requirements and
competitive solution information. PH+
will utilize Cisco competitive
information to ensure the proposed
Cisco design/BoM is properly
positioned against the competitive
solution

Deliverables

Deliverables

Standard output is a PowerPoint presentation

and/or URLs. Optional output is PDF.

2012 Cisco and/or its affiliates. All rights reserved.

In addition to providing the outputs for the

Design Assistance with Validated BOM
service, PH+ will also provide any applicable
Partner facing competitive information, if
available.

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Participate in Customer Engagements

Associated with Registered
Opportunity

StandardActivities
Architecture
Co-Op

Participation in pre-sales endcustomer engagements with Partner

account team. Engagements can be
done via phone, WebEx,
TelePresence or Video
Conference. Requires a minimum
lead time of two (2) business days
(Mon-Fri)

Provide Cisco solutions that address

customer architecture requirements
which can expand from single to
multiple technology solutions and
emphasize business relevance
of the network as a platform.

Deliverables

Deliverables

Output varies based on the nature of the

request. PH+ will do our best to fulfill the
request in the timeframe requested.

2012 Cisco and/or its affiliates. All rights reserved.

Assistance

Output varies based on the nature of the

request & may include one or more of the
following:1. High Level Design Documents
2. Architecture Presentation 3. Presentation
delivery 4. Value Proposition Collateral (may
include ROI and TCO analysis)
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PH+ Access Information

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Partner Help Plus (PH+)

2 Methods to Access Services in EMEAR

#1

Web

#2

Telephone

www.cisco.com/go/partners
From your in-country Partner Central Portal,
please select Partner Helpline
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Partner Help Plus (PH+)

#1 Web: EMEAR Country Specific Local Language Portals

English (IRE)

English (UK)

Spanish

http://www.cisco.com/web/IRE/partners
_resellers/helpline/index.html

http://www.cisco.com/cisco/web/UK/part
ners_resellers/helpline/index.html

http://www.cisco.com/web/ES/unifie
d_partners/helpline/index.html

All Other European Countries (English)

http://www.cisco.com/web/partners/tools/helponline/index.html

Individual country URLs are below in Notes section

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Partner Help Plus (PH+)

#1 Web -- Using the Web for Access

From PH main portal, please select

Products and Solutions and
Features and Specifications
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Partner Help Plus (PH+)

#1 Web -- Country Specific Local Language Portals

1. Please enter your contact

information.
2. Select your preferred
language Please note that
PH+ is currently available in
English & Spanish only.
3 Include PH+ in the subject
line

Please note future changes to Virtual Engineering-PH+ service access will require registering
opportunities in the new Cisco Sales Collaboration Platform (SCP)
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Partner Help Plus (PH+)

#2 Telephone: Country Specific Local Language IVRs

Austria

Belgium

France

Germany

0800 297 526

or

0800 770 400

or

0800 187 3652

or

+43 (0)1 24030 6000

0800 942 42
or
+32 (0)2 704 2500

+33 (0)1 58 04 58 58

+49 (0) 811 554 3535

Italy

Netherlands

Spain

800 787 854

or
+39 039 629 5353

0800 0200 791

or

900 997 154

or
+34 91 201 2800

Sweden

Switzerland
+41 (0)44 878 9200
or
+41 (0)31 998 5050
or
+41 (0)21 8221600

+31 (0)20 485 4646

UK
0800 404 7778
or
+44 (0)20 8824 1000

020 160 58 54

All Other European Countries,

access Main IVR:
+32 (0)2 704 2500

Important Note: Partners will be asked to provide a PH+ specific passcode after selecting IVR Menu Options 5-1-1
(5: Partner Central; 1: Cisco Partner and 1: Pre-sales technical support. The passcode is 24726 (CISCO)
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Partner Help Plus (PH+)

Case Escalations:
.
After a web case is opened with Cisco Partner Help, it can be escalated to
receive special assistance.
To escalate a web case, please contact:
partnerhelpline@external.cisco.com
Please provide your case # in the email communication.

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Partner Plus Program

Virtual Engineering PH+

Preference
Support
Investment

Questions?

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Thank you.

BU

Case Flow GVE

PH cases open

PH
Tier II

PH
Tier I

Partner
(PH)
2012 Cisco and/or its affiliates. All rights reserved.

VE
PH cases
Inter action PH-VE

TSN
Triage
Team

Partner
(PH+)

SE/AM
Internal
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