Modern companies rely on their business networks more than ever before—and are ever-more vulnerable to the lost productivity and profitability that can result from a network outage. As the network becomes the platform for business success in companies of all sizes, the service and support needs of businesses are changing. Although device-by-device network support contracts offer excellent protection for individual devices, this model does not provide the network-level insight many businesses now need to help them understand the overall health and security of their networks—and to identify potential problems before they arise. As a result, today’s businesses are demanding more from their technology partners and increasingly viewing them as extensions of their own IT departments, rather than just providers of network hardware. Cisco partners who meet these new service demands can grow their businesses and forge stronger customer relationships.

The Cisco Smart Care Service is a unique, collaborative services platform that allows Cisco certified partners to build upon Cisco networking expertise, methodologies, technical tools, and service infrastructure to create new, personalized services for their customers. The service provides you with everything you need to provide the network-level insight, traditional maintenance, and proactive network services your customers need and helps you differentiate your business in today’s environment. With the core capabilities of the Cisco Smart Care Service, you can provide your customers with:

• Remotemonitoringandrepairofagrowingvariety of Cisco devices and software applications

• ProactivehealthchecksandassessmentsofCisco network foundation, voice, and security technologies to identify potential issues

• TechnicalsupportforallCiscohardwareandsoftware in the network with a single, network-wide maintenance contract

Partner Data Sheet

Cisco® Smart Care Service lets you offer unique and profitable managed services for your customers using Cisco tools, resources, and service infrastructure. With Cisco Smart Care, you can provide comprehensive technical support for the entire network, ongoing network monitoring, and proactive maintenance, delivered by you and backed by Cisco.

Cisco Smart Care ServiceIncrease Your Services Business Through the Power of Collaboration

• Nextbusinessday(NBD)advancereplacement(8x5xNBD)ofCiscodevices with an option to upgrade individual devices to4-hourcoverage(24x7x4hour)

• Proactivenotificationstosimplifytheupdatingof Cisco devices

• Assessandprepareservicestosimplifytheaddition of new technologies, such as voice, and applications over time

• Disasterrecoveryservicestobackupthecustomer’s routers, switches, and security solutions to a remote location

With these capabilities, your customers can gain much greater visibility into the health and security of their Cisco networks, improve their network performance and reliability, and greatly reduce the time and effort necessary to make sure that their networks are running optimally.

A Comprehensive Services Platform

The Cisco Smart Care Service provides you with access to award-winning technical support and Cisco intellectual property through a unique set of proactive tools and processes designed specifically for certified partners that empower you to create ongoing, interactive, and profitable customer relationships. You also can draw on the Cisco Lifecycle Services framework and co-marketing tools and resources to complement your existing services and marketing efforts.

At the core of these unique capabilities is the Cisco Smart Care network appliance, which is available as either a hardware-based or Windows software-basedclient.Bydefault,youwillbegiventhe hardware-based appliance unless requested otherwise. You can quickly and easily install the Smart Care appliance in participating customer networks, where it collects data about all of the devices in the network and securely communicates that information to Cisco. Cisco analyzes the data and then proactively notifies you about identified

PartnerDataSheet

risks or issues. The appliance also enables communications with a Cisco-hosted server farm to provide a broad range of proactive assessment and repair services that allow you to differentiate your business from other organizations and cement your role as a strategic business partner.

While Cisco Smart Care Service relies on the continual collection of data about the health of the customer’s network, customers can rest assured that the service is secure. All data is transmitted fromthecustomersitedirectlytoCiscooverasecureHTTPSconnection. While Cisco and the partner delivering the service can monitor the status of the network and individual network devices, neither Cisco nor the partner have any access whatsoever to the data that is passing through the customer’s network.

Improving Differentiation and Profitability More than simply providing a framework for delivering superior network support, the Cisco Smart Care Service provides a platform upon which you can build your own value-added services to create new, differentiated offerings that are customized to the unique needs of your customers. For example, in addition to the core monitoring, assessment, and technical support service, you could bundle the Cisco Smart Care Service within a wider service offering that includes:

• Premium-levelservicedeskoptions

• Periodicconsultationstoprovidedetailedexpertanalysisofnetwork metrics and recommendations for future planning

• Full-serviceremotebackupanddisasterrecoveryplanning

• Managementofcustomerproductandservicemaintenancecontractsandvendorservice-levelagreements(SLAs)

• Full-serviceremotemonitoringandmanagementunder an SLA

• Prepaidprofessionalprojectservices

Cisco recognizes that you are in the best position to determine the level and types of services your customers require. Therefore, the Cisco Smart Care Service provides you with unlimited access to Cisco intellectual property, tools, and delivery infrastructure to craft your own unique service offerings for your covered customers. You determine the type and frequency of the monitoring, assessment, and repair services you will offer, based on your customers’ unique needs. Ultimately, you can build innovative service offerings around your customers’ entire network lifecycle and create a more sustainable business model that drives higher profit margins, recurring revenue, and long-lasting relationships.

Even if you already offer customers your own branded remote monitoring and network assessment services, Cisco Smart Care Service provides a comprehensive platform to manage and deliver these services more efficiently and cost-effectively. Drawingonawealthofautomatedtools,web-baseddelivery

infrastructure, and Cisco co-marketing resources, you can devote less time and effort to basic remote monitoring and management functions, and focus those resources on delivering more advanced and profitable service offerings.

Cisco Smart Care Service ComponentsThe Cisco Smart Care Service is delivered exclusively through Cisco certified partners and is not available to customers directly from Cisco. The target audience is businesses who either lack in-house IT resources with in-depth networking expertise or could benefit from reducing the time and effort that in-house staff must devote to network maintenance. Each Smart Care service contractcancoverupto200Cisconetworkweighteddevices(notincludingIPphones),andthecustomernetworkmustincludeonlyCisco products that qualify for Smart Care coverage. To find these products, go to the Cisco Service Quote Upload and Estimates Tool (www.cisco.com/web/partners/services/programs/smartcare/pricing.html)ortheSmartCarePricingFramework(www.cisco.com/web/partners/services/programs/smartcare/downloads/smartcare_Pricing_QRG.pdf).Customerswhosenetworksincludeany excluded product family at the contract’s inception are not eligible for the service.

The Cisco Smart Care Service encompasses the following tools and services:

• CiscoSmartCarecontrolpanelforeasyaccesstoalloftheSmart Care tools and resources

• Servicedashboardsforat-a-glancenetworkstatusandremote monitoring

• Periodicassessmentandrepairservicesforongoingnetwork health and security

• Single-usenetworkhealthandsecurityassessmentstoprovide assessments as a one-time professional service or to demonstrate the value of the annual service to prospective customers

• Single-usevoiceassessmentsarealsoavailableforanadditional cost

• Assessandprepareservicestosimplifyaddingadvancedtechnologies

• Customizablealertservicestonotifyyouofanyissuesinacustomer network

• ProactivenotificationstohelpensureCiscodevicesareupto date

• ProactivenotificationsforPSIRTs,whicharecorrelatedwithIntelliShield alerts

• IntrusionPreventionSystem(IPS)AssessandRepaircapability*helpsensurethatthecustomer’sIPSdeviceshave up-to-date signature files and are protecting the customer’s network as expected.

*AssumesthattheIPSSignatureUpdateserviceispurchasedseparately.

PartnerDataSheet

• Disasterrecoveryservicestoremotelybackupcustomernetwork configurations

• Toolstodelivercomprehensivetechnicalsupportforcustomer networks, in collaboration with Cisco

• Customermanagementtoolstosimplifyadministration and support

Cisco Smart Care Control PanelOnce installed, the Cisco Smart Care network appliance provides the information it collects about the customer network to the Cisco Smart Care control panel, a hosted web application using HTTPS.Youcanthenlogontothecontrolpaneltoeasilyinitiate,configure, and maintain the service through a variety of online servicedashboards(Figure1).TheCiscoSmartCarecontrolpanelallows you to view the customer’s network; monitor all devices; view notices and alerts of any identified issues; and perform actions such as service configurations, upgrades, remote repairs, and periodic network assessments. The control panel gives you access to the following service dashboards:

• Discovery Dashboard: When you run discovery for a customerforthefirsttime,theDiscoveryDashboardprovides you with an inventory of all of the devices found inthecustomer’snetwork.Basedonthisinventory,youcandesign and price the appropriate level of service for that customer. For example, a customer with just basic routing and switching would use only a subset of the total support and maintenance services available through the offering, a customer running advanced Cisco security solutions would draw on more services, and a customer using Cisco UnifiedCommunicationssolutionsorCiscoSmartBusinessCommunications Systems would draw on still more. You determine the level and frequency of monitoring and assessment services based on the service delivery model you choose, as well as the specific needs of your customers.

Figure 1. CiscoSmartCareServiceControlPanel

• Customer Inventory Dashboard: While the information pro-videdintheDiscoveryDashboardcanbeusedtodesignandquote the service, this dashboard provides more detailed information about all devices. This inventory will be used as the basis for providing additional services, such as network health, security, and voice assessments that provide your customers with the proactive, network-level insight they need, and distinguish your offering from other network support services.

• Availability Dashboard: This dashboard provides you with ongoing monitoring of the availability of the covered devices in the customer network. Through this dashboard, you can specify which devices in the customer network will be monitored for availability and how often the devices will be checked. The dashboard provides a percentage of aggregated up/down time as well as information about the devices that are the top contributors to downtime.

• LAN and VoIP Services Dashboard: You can access this dashboard to view information about the customer’s LANand(forcustomersforwhomyouhaveenabledVoIPmonitoring)VoIPservices,includingtheoverallstatus,up/down time, latency, and other details.

• VoIP Network Monitoring Dashboard: For customers using Cisco Unified Communications solutions, you can use this dashboard to monitor the basic status of Cisco Unified CallManager and Cisco Unified CallManager Express solutions.

• VoIP WAN Performance Dashboard: For customers with enabledVoIPWANmonitoring,youcanusethisdashboardtoviewinformationaboutthecustomer’sVoIPservices,including available bandwidth, bandwidth usage, and number of possible calls, including a display of the average maximumandminimumovera24-hourperiod.

PartnerDataSheet

Assess and Repair ServicesIn addition to comprehensive technical support and ongoing monitoring services, one of the unique values you can deliver through the Cisco Smart Care Service is proactive, periodic assessments of your customer networks. These assessments are based on discovery and monitoring information collected by the Cisco Smart Care network appliance and can be delivered remotely through the appliance. For many issues, such as configuration errors, Cisco can provide you with the information about the customer’s network that may help you fix a problem. Dependingonthedevicesandservicesthecustomerisusing, you can offer a variety of periodic, value-added assessment services, including:

• Basic network health assessment: From the Cisco Smart Care control panel, you can perform a thorough evaluation of every supported Cisco router and switch in the network to help ensure that all device ports and routing protocols are configured optimally, according to Cisco best practices (Figure2).Youcanmaketheresultsoftheseassessments

Figure 2. CustomerDeviceInventoryDashboard

available to your customers through branded, customer-facing dashboards. For most identified issues, you can use the network appliance to perform software updates and configuration fixes remotely.

• Security assessment: For customers using advanced Ciscosecuritysolutions(suchasCiscoadaptivesecurityappliances, intrusion prevention systems, or advanced Cisco IOS®Software-basedsecurityservices),youcanprovideasecurity assessment to evaluate the customer’s compliance with best practices for security from both Cisco and the U.S. NationalSecurityAgency(NSA).Thisincludesverifyingthatall devices are using the most up-to-date software, as well asverifyingtheconfigurationofalldevicesagainst30Ciscorulesforsecuritybestpractices(dependingondevicetype)and80NSArulesforsecuritybestpractices(seeFigure3).As with the basic network health assessment, you can make the results of these assessments available to customers through your branded customer-facing portal.

PartnerDataSheet

• Voice Readiness Assessment:Byassessingnetworkvoicereadiness, you can reinforce your trusted advisor role to your customers. The assessment provides you with automated tools to perform voice traffic injection on your customers’ networks’ and measure the delay, jitter, and loss. It also providesameanopinionscore(MOS),theindustry-standardscoringcriteriaforIPvoicecircuits.Fromthisdata,youmayrecommend to customers to go ahead and support voice “as is” or recommend an upgrade path.

To protect your customers, the Cisco Smart Care network appliance backs up configuration information for your customer’s network devices, allowing you to restore any device to its previous configuration after a remote repair, if necessary. In addition, the Cisco Smart Care Service includes a failsafe feature that allows your technicians to remotely interact with and repair network de-vicesmanuallyusingTelnetorSecureShell(SSH)Protocol,furtherreducing the need to dispatch technicians to the customer site.

Assessments can serve as an opportunity to offer the customers new ideas and strategies to improve their capabilities and network performance—leading to new product and services sales.

Figure 3.SecurityAssessandRepairDashboard

Single-Use Network Health, Security and Voice Assessments While the Cisco Smart Care Service can provide the most value toyourcustomers(andyourownbusiness)asanannualservicecontract, Cisco Smart Care provides the flexibility to also deliver assessments as a one-time professional service. This capability allows you to offer a compelling, revenue-generating service even to those customers who are not ready to commit to an annual contract.

You can purchase a single-use assessment for a customer’s networkforupto60days.Optionsincludeabasichealthandsecurity assessment or an assessment that includes an evaluation ofVoIPcapabilitiesandperformanceaswell.Inadditiontogenerating revenue for the one-time assessment project, these single-use assessments provide a powerful sales tool to highlight thevalueoftheannualservice.Bypointingoutthesecurityvulnerabilities, uncovered devices, and other issues in the customer’s actual network, you can demonstrate exactly the kind of network visibility and peace of mind the customer will realize with the full service.

PartnerDataSheet

Assess and Prepare ServicesIn addition to providing periodic assessments of your customers’ networks, you also can use the innovative Cisco Smart Care Service tool suite to offer proactive assessments of the network’s readiness to support new technologies, such as Cisco Unified Communications solutions. Cisco surveys have shown that customers that have presales assessments of their network’s ability to support voice before deploying Unified Communication solutions are much more likely to be satisfied with the solution than those that do not. For customers considering implementing Cisco Unified Communications, you can use the Cisco Smart Care network appliance to perform a comprehensive analysis of the customer network to assess whether it meets the bandwidth, quality-of-service, processing power, and other requirements necessary to effectively deliver voice services. The assessment provides you with automated tools to perform voice traffic injection on the customer network and measure the delay, jitter, andloss.Thetoolalsoprovidesameanopinionscore(MOS),theindustry-standardscoringcriteriaforIPvoicecircuits.Youcanthen provide the customer with a detailed report highlighting all of the steps that must be taken to help ensure a successful implementation. For customers who have deployed Unified Communications solutions, you can continue to monitor and assess network voice services on a scheduled or on-demand basis. Ultimately, these tools allow you to sell, implement, and support advanced Unified Communications services more successfully, while reinforcing your role as a trusted advisor.

Customizable AlertsIn addition to alerting your technicians about possible issues through the Cisco Smart Care Service control panel, you can configure the service to send an email or text message alert whenever a problem arises in a customer network. With the ability to notify technicians anywhere, anytime about an issue, you can eliminate the need to continuously monitor Smart Care Service dashboards, reducing your costs to support the service. The Cisco Smart Care alerting system can even integrate with customerrelationshipmanagement(CRM)andtrouble-ticketapplications that support email case input capability.

Proactive NotificationsBasedonacustomer’suniquedeviceinventory,theCiscoSmartCare Service’s hosted portal will notify you if there is an issue with any Cisco device in the customer’s network. For example, if the customer is using a device that has reached end of life, the service will notify you. You can then bring the issue to the customer’s attention and allow the customer to address it before it can affect their business.

Inaddition,theproactivenotificationsforPSIRTsarecorrelatedwithIntelliShield(IS)alerts,whichprovidein-depthsecurityvulner-abilityinformationbeyondjustthePSIRTalert(seeFigure4).Theinformation will be correlated with industry-standard security metrics and scores and recommended corrective actions will be sent to you. From this actionable intelligence, you can assess and mitigate potential security issues identified in your customers’ networks, avoiding potential disruptive IT attacks. You save sig-nificant time and effort, and are given another opportunity be your customers’ trusted advisor and increase loyalty.

Figure 4.PSIRTCorrelatedwithIntelliShieldAlert

PartnerDataSheet

IPS Signature UpdateWhencustomersinvestinIPSsolutions,theyexpecttheirnetworkto be continually protected against a broad range of Internet attacksandsecurityvulnerabilities.IPSsolutions,however,relyonhaving up-to-date signature sets to identify the latest and most dangerousthreats.Ifacustomer’sIPSsignaturesareoutofdateor configured improperly, the network may be vulnerable.

TheIPSSignatureUpdatecapabilityproactivelyverifiessupportedcustomerIPSdevicesandreportsanydetectedvulnerabilities. It automatically identifies all eligible devices in the customer network, checks whether the signature files on those devices meet Cisco recommended standards, and reports the vulnerability status of each device. The service identifies issues such as whether:

• IPSisenabledonthedevice

• IPSsignatureversioniscorrectandup-to-date

• IPSlicenseisinstalledandvalid

• Thedeviceisconfiguredtoautomaticallyupgrade IPSsignatures

• ThedevicehasenoughphysicalandFlashmemoryto runIPSsignatures

Partnershavetheoptiontoselectindividualdevicesonwhichto run the service that they can run on demand or schedule periodically. On supported devices, the tool can even replace anolderIPSsignatureversionwiththerecommendedversion.Ultimately, partners can make sure that their customers are realizingthemostvaluefromtheirIPSandCiscosecurityinvestments, while solidifying their own role as the customer’s trusted security advisor.

Disaster Recovery ServicesYou can help your customers make sure of business continuance in the event of a major outage with the Cisco Smart Care Service’s disaster recovery features. The appliance has the ability to back up your customers’ device configuration information for all Cisco routers, switches, and security devices running Cisco Catalyst® OS,CiscoIOSSoftware,andCiscoSecurityDeviceManager.These features provide a compelling selling point and can serve as the beginning of a larger discussion with your customers about disaster recovery planning. Such discussions strengthen your status as a trusted advisor while providing opportunities for new product and service sales.

Comprehensive Technical SupportCisco provides you with everything you need to deliver comprehensive technical support to your customers. While you serve as the sole point of contact if your customers have a problem,youhave24x7accesstotheCiscoTechnicalAssistanceCenter(TAC)toopenservicerequestsontheirbehalf,ifnecessary

forLevel2+supportcalls.TheservicealsoincludesCiscoIOSSoftware updates and upgrades for all of your customers’ covered Cisco devices and ongoing application software maintenance updates. In the event that a Cisco device must be replaced, the baseserviceincludesNBDadvancedhardwarereplacementdirectly to the customer, which allows them to quickly receive a replacement device without having to wait until the defective equipment is returned. If the customer chooses, you also have the flexibility to upgrade individual devices to premium 4- hour parts replacement coverage. When purchasing the service, your customers also gain a wealth of Cisco tools and resources through registered access to Cisco.com.

Customer Management ToolsComprehensive information about customer networks is available only to Cisco partners through the Cisco Smart Care control panel. However, you can make some of this information available to your customers through a customer-facing online dashboard branded for your organization. Through the Cisco Smart Care ControlPanel,youcanconfiguredashboardsforyourcustomersthat provide only the information you specify, including specific dashboard views, services, and notifications. You can customize these customer dashboards by adding your own logo, header, footer, contact information, and other branding.

In addition, you also can use the Cisco Smart Care control panel to open service requests with Cisco on behalf of your customers to resolve issues that are discovered through the course of the service that require additional assistance from Cisco.

Assessments can serve as an opportunity to offer the customers new ideas and strategies to improve their capabilities and network performance—leading to new product and services sales.

Together, these capabilities allow you to provide your custom-ers with continuous, network-wide care and improvement that:

• Deliverunprecedentedvisibilityintonetworkperformance

• Provideinformationtobettermanageandimprovethenetwork

• Reducethetimeandeffortnecessarytokeepthenetworkrunning optimally

• Verifythatthenetworkissecureandefficient

• Allowcustomerstoforeseepotentialproblemsbeforetheyaffect their business

• Protectcustomers’businesscontinuityandhelpthemmorerapidly recover from a disaster

• CombinethecomplementarystrengthsofCiscoanditscertified partners into a single offering to deliver the best of both worlds

PartnerDataSheet

Business Benefits

The Cisco Smart Care Service provides an innovative, networkwide services platform that provides you with the following advantages:

• Improvedprofitability: The Cisco Smart Care Service helps you simply and quickly evolve more of your customers to a business model that focuses on providing customer solutions that are based on ongoing, predictable service revenue streams, rather than reactive transactions. With greater visibility and insight into your customers’ networks, you can better understand their needs, helping you to drive increased adoption of advanced technologies and higher attach and renewal rates for your services. The service also provides simplified access to Cisco intellectual property, delivery infrastructure, ordering and estimating tools, and resources that allow you to bring new services to market at lower cost and with less risk and time investment.

• Differentiation:With this service, you can complement your current services portfolio with a unique combination of both traditional maintenance services and proactive services delivered in collaboration with Cisco. You also can use the Cisco Smart Care Service as a platform to create unique services that are customized to your customers’ needs, distinguishing your offering from other organizations serving this market.

• Long-termcustomerloyalty: The service allows you to improve the ongoing health, security, and availability of your customers’ networks and to expand upon your role as a trusted strategic advisor. Tools such as remote monitoring, inventory management, diagnostics, remediation, and repair provide ongoing customer value that makes you indispensable.

• Businessgrowth:The service provides you with a foundational platform, upon which you can launch new personalized services that facilitate ongoing, long-term relationships with your customers. The service provides a means to grow your business for both selling add-on services to existing Cisco networking solutions and generating sales for Cisco products, solutions, and services to new customers.

• Reducedcosts:The Cisco Smart Care Service allows you to provide better customer service at a lower cost. The service’s web-based remote monitoring, alerting, management, and remediation tools allow you to remotely manage multiple customers from a single location, keeping your skilled IT staff off the road and available for other priorities. In addition, the service’s network-wide coverage contract, simple pricing model, and auto-renew features greatly reduce the administrative time and costs necessary to serve your customers. You also gain access to Cisco technical support expertise to aid in the resolution of complex cases that need prompt resolution.

• Increasedvisibility: You gain visibility that can generate demand for your services through Cisco marketing tools, website partner identifiers, and the exclusive use of the Collaborative Services logo, which highlights the Cisco commitment to its relationship with capable and committed partners like you. With these identifiers and marketing tools, you can give your customers the confidence that they have the backing of Cisco behind the services you are providing.

In addition, Cisco continues to invest in enhancing our partners’ overall end-to-end experience with Cisco Smart Care Service. You can invest in Cisco Smart Care Service with the confidence that Cisco is continually striving to make sure that the platform will deliver outstanding value, to both partners and their customers, in the future.

PartnerDataSheet

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.

CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of

Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, iLYNX, IOS, iPhone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or website 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. (1002R)

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.

CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, iLYNX, IOS, iPhone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or website 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. (1002R)

Americas Headquarters Cisco Systems, Inc. San Jose, CA

Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd. Singapore

Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands

Americas Headquarters Cisco Systems, Inc. San Jose, CA

Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd. Singapore

Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands

C78-472917-0404/10

A Simplified Pricing ApproachThe Cisco Smart Care Service is based on a pricing approach that is both simple and easy to administer. Through the Cisco Smart Care network appliance, Cisco can discover most of the devices on the customer network and automatically add them to the service contract, reducing the operational costs associated with contract ordering and administration. Cisco Smart Care integrates smoothly with the Cisco Services Quote Upload and Estimates (QUE)systemtoexpediteestimatingandorderingprocesses.Cisco also continually updates the contracts, simplifying contract changes and renewals.

The service’s predictable pricing model allows you to quickly determine what your cost from Cisco will be by answering a few simple questions about the customer through the Cisco Smart Care control panel. Cost is determined by three factors: the number of devices on the network, the types of applications and devices that reside on the network, and the number of devices that have been upgraded to premium 4-hour advance replacementcoverage.Theservicealsouses10fixedpricingbands when factoring the number of devices, so the price of the service will not change each time you add a device with basic advance replacement coverage to the network—lowering the administrative burden for both you and your customer. The service’s voice pricing levels also are aligned to channel specializations, so you know ahead of time which products in the network will change the assigned price level.

Transforming Your Customer Relationships As the network becomes increasingly central to the success of your customers their needs from a services perspective are changing. The Cisco Smart Care Service lets Cisco certified partners deliver comprehensive, network-level support and unique, proactive maintenance services through a single maintenance contract. With this innovative network services platform, you can combine Cisco intellectual property, delivery infrastructure, and tools with your own value-added capabilities in a unique offering customized to your customers’ needs. As a result, you can provide your customers with a superior service experience, while improving your own business’s profitability and competitiveness.

Additional InformationFor more information about the Cisco Smart Care Service, visit: www.cisco.com/go/smartcare.

CiscoSmartBusinessArchitectureforMidsizeNetworks www.cisco.com/go/partner/smartarchitecture

Cisco Collaborative Services www.cisco.com/go/collaborativeservices