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Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved.

Cisco Services “Leveraging Cisco Support Services Capabilities”

Chumphol Amornpich

Customer Service Manager (CSM)

2

Cisco Services. Making Your Business Work Smarter.

• Cisco Services Partner Program & Go-To-Market

• Technical Services Overview

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

Create an Agile Infrastructure

Develop a Cost Effective Strategy

Prepare to Support New Solutions

Speed Time to Value

Reduce Deployment Costs

Maintain Availability During Deployment and Migration

Improve Performance, Availability, Resiliency

Increase Efficiency and Reduce Costs

Mitigate Risk

Simplifying The Services Portfolio Built for Ease Around Customer Relevancy

Smart

Service

Capabilities

9


Customer Partner

100% of customer support delivered

by Partner

Partner Support Service

(PSS)

Partner’s unique service

collaboratively delivered

Cisco Collaborative

Services

Cisco Brand

Distributor

Reseller

100% of customer support delivered

by Cisco SMARTnet


Technical Services Overview

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Technical Assistance from TAC

Online Technical Resources

Advance Hardware Replacement

OS Software Updates & Upgrades

Application Software

Updates & Upgrades

Security Threat

Mitigation

Remote Monitoring, Diagnostics,

Alerts

Engineering/Operations Specialists

Smart Services infuse capabilities with proactive intelligence

Proactive Intelligence - Smart Services

Extended Performance Capabilities

Foundational Capabilities


Online Technical Resources

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Cisco.com Technical Support

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Over 80% of all support issues are solved online

Cisco.com Technical Support

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Personalize your view to fit your needs and find content quickly

Enables social networking

opportunities

Multiple expert communities with

discussion forums, chat, survey tools,

blogs and more

Rating posts and marking questions as

answered enables peer-driven solutions

Cisco engineers host interactive webcasts, which are archived on

YouTube

Access Cisco support

through new iPhone app

Cisco Support Community

CSC Overview Video (Cisco Internal Only)/V2_player_csc2.html


Operating System Software Updates & Upgrades

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Maintain the Resiliency of Your Cisco Network

Protect your OS investment

• Increase performance of current features

• Add new functionality, often without additional hardware investment

• Enhance availability and stability of your network and business applications

• Extend the life of Cisco devices


Cisco Technical Assistance Center

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Providing superior, globally consistent services

• Hardware replacement in 128 countries • 1100+ depots • $5B+ in spare parts inventory • 840,000 parts delivered annually • 250,000 service requests quarterly • Engineers average 5+ years of industry experience

24-Hour Hardware Replacement coverage

Global Centre

Satellite Centre

Regional Centre

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Phone

Email & Chat

Support Communities

CIN Service

request handling

Service level severity

Tech description

Contact details

Continuous improvement

Email Reply

or Call-back

Live Handoff

Direct

Direct

Peer-Assisted

De

ve

lop

me

nt T

ea

ms

Routing

Switching

Mobile, Wireless, WiMAX

IP Telephony, Voice, Call Center

Video, Cisco TelePresence

Optical

Storage Area Networks

Unified Computing

Security

Systems Management

TAC Technology Expertise

TAC Service Request

Tool

Smart Call Home

Opening a Service Request

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For Severity 1 or 2 network-down emergency, open service request by telephone. TH: 02 104 0554

ASIA PACIFIC: +61 2 8446 7411

For Severity 3 or 4, open your service request by web

Open any service request via [email protected] or chat

Automated diagnostic capabilities creates a service request

For low-level severity or determining if Severity 3 is necessary; also for common questions and configuration assistance

Phone

Email & Chat

Support Communities

TAC Service Request

Tool

Smart Call Home

Opening a Service Request

http://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html









25


TAC Service Request Tool is cross-linked from

Cisco.com, support home page, product pages,

communities and more

TAC Service Request Tool

Check current status of open service requests

Update open service requests with your own notes

Attach files to open service requests

View service requests closed within the last 18 months

Opening TAC Service Request Online

26


Request Prioritisation

Impact to Network

Impact to Business

High

Low High

Severity 1

Severity 2

Severity 3

Severity 4

Severity Levels

Service Request Prioritisation

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Request Prioritization

Severity 1 Production network down Critical impact to business operations

24-Hour Cisco and Customer commitment TAC will provide Daily Updates Severity 2 Network severely degraded

Significant impact to business operations Cisco and Customer committed during business hours

TAC will provide Daily Updates Severity 3 Network functionality degraded

Business operations noticeably impaired Cisco and customer in frequent contact

TAC will provide you with Weekly updates (5 Business Days) Severity 4 General assistance

Installation, upgrade, or configuration assistance. No business impact. General product information

TAC will provide you with Weekly Updates (5 Business Days)

Cisco target initial response time; - 1-hour for all calls (Severity 1 to 4) received during Standard Business Hours. - 1-hour for Severity 1 and 2 calls received outside Standard Business Hours. - Next Business Day for Severity 3 and 4 calls received outside Standard Business Hours.

Impact to Network

Impact to Business

High

Low High

Sev 1

Sev 2

Sev 3

Sev 4

Service Request Severity Level

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In taking ownership of a Service Request, TAC engineers:

• Check for special handling instructions

• Make initial contact via “Preferred Contact Method”

• Use WebEx (or other tools) for access to the customer network

• Request logs, debugs and other data, analysing as needed

• Talk in terms of:

Problem Description

Business Impact

Action Plan

• Ensure SR notes are updated

• Modify SR status accordingly

• Communicate regularly with the customer

Cisco TAC – Working SRs to Resolution

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• Work with the same Time Zone.

• The current case owner is not available.

• Continue to work over the weekend (if the case owner is not on-duty/shift)

• Call TAC (TH 02 104 0554 or ASIA PACIFIC: +61 2 8446 7411) and request to have the case assigned to another engineer.

• E-mail [email protected] with S/R Number in the subject line and request SR Transfer

• Customer can request for a dispatch to a preferred working date/time

When and How to Transfer?

(GMT+8) TAC Shift

08 09 10 11 12 13 02 03 04 05 06 07 20 21 22 23 24 01 14 15 16 17 18 19

APT BRU RTP SJ

Service Request Transfer Importance “keyword”

Hand-over The TAC case to be continued to next shift. Re-queue The TAC case need to transfer to next available engineer Dispatch The TAC case will transfer to specific time Continue The TAC case to be continued to the next day

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Check via Cisco.com Service Request Query tool

Go to Cisco.com>Support

TAC Service Request Tool (TSRT) http://tools.cisco.com/ServiceRequestTool/query

Contact the TAC engineer (email/phone)

TAC engineer’s contact details are indicated on their

email signature

Contact the TAC Centre (email/phone)

Technical Assistance Center http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

Monitoring TAC SR Progress

http://tools.cisco.com/ServiceRequestTool/query







http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html










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Not sure that your Service Request is

getting an appropriate level of attention?

• Call the Cisco Toll Free Number and ask for the Cisco

TAC Duty Manager.

• For troubleshooting or pre-RMA actions, you should ask

for the Cisco TAC Duty Manager.

The Cisco TAC Duty Manager will assess the problem & if

necessary, engage the Cisco TAC Manager or the Cisco

TAC Engineer who owns the Service Request.

TAC Service Request Escalation


Advance Hardware Replacement

36


DOA, Warranty & Advance HW Replacement

Dead-on-Arrival Warranty Advance HW

Replacement

Pre-requisite Separate from warranty &

service contract (Service level

don’t apply)

No service contract Active service contract

Definition New product that fails at initial

power-up within 1st 90 days.

Product that fails during warranty

period*

Product that fails during service

contract coverage period

Replacement Brand new part (made-to-order) Refurbished or functionally

equivalent to new

Refurbished or functionally

equivalent to new

Source Manufacturing plant US depot/manufacturing Local depot

Delivery Manufacturing lead time** Ships within 10 Business Days** 8x5xNBD, 8x5x4, 24x7x4,

24x7x2 (Optional Onsite)

Entitled party Customer/Partner who

purchased directly with Cisco

Customer/Partner who

purchased directly with Cisco

Service Contract owner

(Customer). Cisco.com ID

association to service contract is

required.

Customs Taxes

& Duties

Consignee Consignee Cisco

* Warranty Terms & Conditions apply. Warranty Finder URL Link: http://www.cisco.com/en/US/products/prod_warranties_listing.html

** Subject to local customs clearance

http://www.cisco.com/en/US/products/prod_warranties_listing.html



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• SDS Same Day Ship

• SNT 8x5xNBD (Next Business Day)

• SNTE 8x5x4

• SNTP 24x7x4

• ....

• Service Description: http://www.cisco.com/web/about/doing_business/legal/service_descriptions/index.html

• Service Availability Matrix (SAM): http://tools.cisco.com/apidc/sam/search.do

• Warranty Finder: http://www.cisco-servicefinder.com/warrantyfinder.aspx

• End of Life: http://www.cisco.com/c/en/us/products/eos-eol-policy.html

http://www.cisco.com/web/about/doing_business/legal/service_descriptions/index.html




http://tools.cisco.com/apidc/sam/search.do



http://www.cisco-servicefinder.com/warrantyfinder.aspx




http://www.cisco.com/c/en/us/products/eos-eol-policy.html






SAM Administration http://tools.cisco.com/apidc/sam/supportcase.do

• Verify the availability of Logistics and Field Engineering services worldwide.

• Consult with your local Service Sales Account and Channel Managers for service availability on new products and solutions.

• If you cannot find the Location or Product that you wish to search on please raise a case with SAM Administration. Please indicate the missing Location or Product in your request.

Service Availability Matrix (SAM) http://tools.cisco.com/apidc/sam/search.do

Service Availability Matrix

http://tools.cisco.com/apidc/sam/supportcase.do



Service Availability Matrix – Non-compliant part

40


Regional Distribution Center

Manufacturing Location

Strategic Logistics Centers

Regional Repair Locations

24-Hour Hardware Replacement Coverage

• Hardware replacement in 128 countries • 1100+ Depots • $5B+ in Spare Parts Inventory • 840,000 Parts Delivered Annually • 250,000 Service Requests Quarterly

Global Supply Chain Capabilities

41


New Service Contract Support Any new service contract or renewed service contract after the expire of contract may takes up to 30 days for the contract database to be updated to drive the inventory sparing in the local depot .

New Product Introduction (NPI) During first 90 days after First Customer Ship (FCS) stocking levels at theater and country depots are based on scheduled shipments from manufacturing.

End of Sale Cisco is committed to providing support for five years after “End of Sale". At the end of five years the product moves to "end of maintenance".

End of Sale Announcements will have specific details over the EoS/EoL standard guidance.

Sparing Policy – Product Life Cycle

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 47

System /Solution Integration Testing & Migration Services

Optimization Services

Network Readiness

FTS

Tech Support

Business Objective

IP NGN Architecture

Assurance Services for IP-NGN

Deployment / Roll-out Services

BOT/Hosting/Managed Capacity)

Prepare Plan Design Implement Operate Optimize

Advisory Services

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Public 48

SP Assurance Base

• RMA, Software Download, and Cisco.com Web

Access

• TAC Options • Core TAC

• Designated Team • Dedicated Team

• Ops Mgmt Reports

• Spares

• Contract Reports

• Inventory Report

• IntelliShield

Day 2 | Subscription

Base

Solution Support

• Solution Triage

• Incident Escalation

• Root Cause Analysis

• Optimize Recommendations

• Config and Software Management

• Release Management

• Focal Reactive Engineer Option

SP Assurance Operate

Preemptive

Solution Support

Base

• Full Network Incident and Problem Management

• 24x7 Real-Time Monitoring

• Proactive Change and Config

Management

• Device and Service Activation and Provisioning

Proactive

SP Assurance Preemptive

Base

Solution Support

Proactive

• Fault, Performance, Availability, Capacity (FPAC) Optimization

• Analysis and Optimization

Recommendations Based on Real-Time

Data

• Threshold Crossing Alerts (TCAs) Based

on Standard and Agreed on KPIs

Underlying SMART Capabilities (People, Processes, Tools, Best Practices, and Technology)

Plan Build Manage

Va

lue

Day 1 | Transaction

Deployment

• Strategy and Analysis

• Assessment

• Design

• Validation

• Deployment

• Migration

SP Assurance Proactive

Time to Resolution Time to Value Return on Investment Monitoring Outcomes Managing Outcomes

cisco services · 18 cisco services. making your business work smarter. personalize your view to...

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