© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.C97-721796-00 © Apr 4 2013 Cisco and/or its affiliates. All rights reserved. 1

Cisco Smart CareGary Blandino

June 18, 2013

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 2

Cisco Smart Services Innovation: Better Visibility, Information, and Understanding at Every Phase

25 years of networking innovation and leadership

50 million installed devices

6 million annual customer interactions

More than 90,000 technical documents

CISCO DEEP KNOWLEDGE BASE

Services that have automatedsoftware-enabledcapabilities

…and collectnetwork diagnosticdata

…that is analyzed and compared toCisco® deep knowledge base

…to provideactionable insight.

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 3

• Add own expertise and value to fully address total customer needs

• Offer multi-vendor solution support

• Provide personalized customer service

• Provide technology expertise using intellectual capital and enabling tools

• Complete best-practice comparison and validate report results

• Frequently update intellectual capital to incorporate new learning

Collaborative Partner ApproachCombining Strengths to Meet Customer Needs

Integrated Solution Offering

PartnerCisco

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 4

PROFESSIONALSERVICES

SUPPORTSERVICES

• Increase incremental services revenue

• Increase margins using automation

• Increase service value and customer loyalty

Optimize Your Existing Practice

• Gain architectural expertise to deliver new professional services

• Use Cisco® assets to build a managed services practice

• Acquire expertise to deploy certified cloud solutions

Quickly Expand intoNew Practices

MANAGEDSERVICES

What Smart Services Can Do for You

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 5

CUSTOMER BENEFITS

• Comprehensive care for all covered devices

• Dual expertise: Of Cisco and certified partner

• Greater business profitability: Fewer outages

PARTNER BENEFITS• Strategic advantage with increased visibility into

customer networks and revenue opportunities• Decreased time-to-market with market-ready

solution backed by Cisco•  Long-term profitability with a service-led model

that can promote recurring revenues• Competitive differentiation with full-featured

managed-service offering  • Enhanced business growth with platform upon

which customized services can be added• Operational efficiencies with better staff utilization 

Cisco Smart Care Service

Smart Care

The Cisco® Smart Care Service is a partner-led offer that can enable you to create your own branded managed service solution and quickly take it to market by combining Cisco intellectual capital with advanced “smart” capabilities.

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 6

Smart Care Service Key Features • Smart Care Control Panel: Central repository for monitoring customers’

networks and performing tasks with a variety of dashboards

• Installed Base Management: Periodic validation of your customers’ Cisco® devices’ service levels against Cisco intellectual capital

• Proactive Notifications: PSIRTs are correlated with IntelliShield alerts to provide security vulnerability information; EOX alerts for devices are also issued

• Assess and Repair: Proactive, periodic assessments to identify and fix issues

• Assess and Prepare: Assessment to check a network’s readiness to support new technologies

• Disaster Recovery Services: Backs up a customer’s routing, switching, and security devices’ configuration offsite

• IPS Services: Helps ensure customer IPS devices have up-to-date signature files to protect against attacks

• Reports: Monthly business reports and weekly network exception reports for customers

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 7

How It WorksNetwork Discovery, Assessment, and Repair

Cisco® Smart Care Control Panel

Cisco Smart Care Virtual or Hardware Network Collector

Network Monitoring and Assessment

Proactive Maintenance

Reactive Support RMA

TechSupport

Network Data

TAC

BusinessIntelligence

Installed

Base

Value-Add Partner Services

NetworkDiscovery

NetworkAssessment and Repair

Device Diagnostics

Customer Partner Cisco

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 8

Smart Care and Collector Security Smart Care provides multiple layers of security. Security features are built into on the network collector during the data transport to and from Cisco and at Cisco when processing.

Processing at CiscoServers behind firewalls and secure switch network; Cisco® IT managed and limited access locked facility; Titan scripts hardened; intrusion detection system

Transport and PortalDevice detail only; data encrypted; HTTPS secure transport; no sensitive data; no company or personal data

Network Collector at Customer SiteBehind client firewall; all services run locally on Collector, SNMP (RO); Telnet and SSC access only; device configuration data only; encrypted for data transfer; Cisco.com ID login and password required; password rules

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.C97-721796-00 © Apr 4 2013 Cisco and/or its affiliates. All rights reserved. 9

Portal DemoDon’t change that channel!

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 10

Thank you.