sales playbook attaching cisco application support … playbook provides an introduction to software...

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support

Measure and Manage Performance

Positioning and Selling Scenarios

Cisco Application

Support Offerings

Getting Started with

Software Support

The Opportunity

for Application Support

ContentsForeword

Strategies for Increasing Your Sales Performance

Attaching Cisco Application Support Offerings

Sales Playbook

This document is Cisco Confidential. For Channel Partner use only. Do not distribute.

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

2< >

Attaching Cisco Application Support Offerings | © 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Do not distribute. Attaching Cisco Application Support Offerings | © 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Do not distribute.

This sales playbook will help Cisco partners1—including direct resellers, indirect resellers, and distributors—learn to increase application support attach rates by providing tactical information to help address specific scenarios related to positioning, selling, and ordering.

This playbook provides an introduction to software support, an overview of the Cisco® Application Support portfolio, and guidance for selecting the appropriate mix of services for your customer. In addition, you will find strategies for positioning and selling, and tactical guidance to help you successfully order application support.

This playbook provides step-by-step information and checklists to help you quickly and easily navigate important tactical activities.

This sales playbook is part of an ongoing effort to help Cisco resellers increase sales performance by learning how to consistently attach application support offerings to Cisco solutions. Partners can also take advantage of the Cisco Services Accelerate Program, a training and incentive2 program for eligible Cisco channel partners that is available worldwide. The program is designed to help you and your teams sell Cisco Services more effectively and grow your business.

About This Sales Playbook

Foreword

1 The term “partner” does not imply or signify a legal partnership relationship between Cisco and the Cisco reseller or other party.2 Incentives are not available in all regions.

In This Section

• About This Sales Playbook

• HowtoUseThisPlaybook

• CiscoOfferingsandAbbreviations

http://www.cisco.com/go/accelerate


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

3< >


How to Use This PlaybookWhile we recommend you review this playbook in its entirety in the order presented, you can easily navigate the content of this playbook by clicking the tabs located along the top to jump to the section that interests you. Each section begins with an “In This Section” summary that helps you quickly locate useful content. The appendix section also con-tains helpful information that provides supplemental

knowledge to the material in the body of the playbook.

In addition, be sure to take advantage of the many Cisco resources designed to help you increase your attach rate for application support offerings. Cisco provides quick reference guides, learning modules, and interactive games to help you gain the knowledge you need to successfully increase your attach rate.

Cisco Offerings and AbbreviationsThroughout this playbook we will refer to a number of Cisco offerings using their formal Cisco brand names. You might, however, be familiar with abbreviations that are commonly used to identify these offerings. Below is a listing of the formal Cisco offering names that we will use throughout this material and the appropriate abbreviation as a reference.

Offering Abbreviation

Cisco Software Application Support SAS CiscoSoftwareApplicationSupportplusUpgrades SASU CiscoUnifiedCommunicationsEssentialOperateServiceforSoftware ESW CiscoUnifiedCommunicationsEssentialOperateService ECD Cisco Video Software Support Service VSS CiscoUnifiedCommunicationsSoftwareSubscription UCSS3 Cisco TelePresence™ Essential Operate Service ECDO

3 Ciscohastwoofferingsthathaveidenticalabbreviations.TheCiscoUnifiedCommunicationsSoftwareSubscription(UCSS)discussedinthisplaybookprovidesasubscriptiontosoftwareapplicationupgrades.ItshouldnotbeconfusedwiththeCiscoUnifiedComputingSupportService(UCSS),whichprovidestechnicalsupportcapabilitiesforCiscoUnifiedComputingSystems.

In This Section

• AboutThisSalesPlaybook

• HowtoUseThisPlaybook

• Cisco Offerings and Abbreviations

Foreword

http://www.cisco.com/web/partners/services/programs/support/resources.html

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

4< >


ContentsThe Opportunity for Application Support 5

Keeping Applications Running at Optimal Performance 5

Architectural Solutions and the Value of Cisco Application Support 5

The Challenges of Attaching Application Support 6

Opportunity for Growth 6

Getting Started with Software Support 7

UnderstandingSoftwareSupport 7

Why Cisco Application Support? 9

The Value of Application Support Over Warranty 10

Cisco Application Support Offerings 11

The Cisco Application Support Portfolio 11

Comprehensive Support Solutions 13

Additional Software Support Offerings 14

Comparing Software Support Features 15

Offering the Right Mix of Services 16

Mapping Cisco Solutions to Cisco Services 16

CiscoToolstoHelpYouProposetheCorrectServices 19

Measure and Manage Performance 20

Performance Metrics Central Capabilities 20

Positioning and Selling Scenarios 23

Positioning the Value of Application Support 23

Selling Scenarios 25

Strategies for Expanding Your Relationship with Your Customer 34

Ordering Cisco Application Support 37

UnderstandingOrderingandQuotingTools 37

Cisco Commerce Workspace 38

Cisco Pricing Tool 38

SCCforIndirectResellersandDistributors(SMS3) 38

Cisco Dynamic Configuration Tool 38

Cisco Multiline Configuration Tool 39

Cisco Ordering Tool 39

Cisco Service Contract Center 39

Appendix 40

HandlingObjections 40

The Value of Services over Warranty 44

Sample Role Play Conversation 46

CommonQuestions 47

CiscoUnifiedCommunicationsTipSheet 48

CiscoUnifiedCommunicationsSoftwareSubscription High-LevelSKUs 52

CiscoUnifiedWorkspaceLicensingServiceSKUs 52

Master Checklist for Attaching Application Support to Cisco Solutions 53

ImportantLinks 54

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

5< >


Keeping Applications Running at Optimal PerformanceNetwork-centric software applications are the core of a customers’ most critical business operations, enabling continuous communication and collaboration with colleagues, customers, and business partners.

Application support services are essential to keeping these business-critical applications available, secure, and operating at optimal performance.

Application support can help customers:

• Reducesecurity,operational,andbusinessriskbykeeping software releases current

• Accomplishmorewithlimitedresourcesandreduce total cost of ownership by augmenting a customer’s staff with Cisco expertise and automated troubleshooting tools

• Getspecializedend-to-endsoftwareapplicationand Cisco best practices support from certified CiscoTechnicalAssistanceCenter(TAC)engineers

• KeepuptodatebycollaboratingwithCiscoandother networking professionals on Cisco’s online support communities

• Updatenetworkfunctionalityandfeaturesthroughupdates and full upgrades on a customer’s licensed applications

Architectural Solutions and the Value of Cisco Application SupportAn architecture is a long-term vision that uniquely positions Cisco and our partners to sell systems and solutions. It is Cisco’s “whole offer” that consists of an integrated portfolio of products, services, technology and business solutions, partnerships, and routes to market. Cisco has identified architectural plays such as borderless networks, collaboration,anddatacenter/virtualizationthatwill promote growth and market share gains for Cisco and our partners. Each of these whole offer solutions will help address customers’ immediate and future needs with an advanced, agile, and flexible foundation.

Promoting architectural whole offers will help you to position yourself as a long-term trusted advisor.

Software applications will be essential to the whole offer that the architectural play provides. Application support will provide important value to improve the speed and availability of these applications.

The Opportunity for Application Support

In This Section

• Keeping Applications Running at Optimal Performance

• Architectural Solutions and the Value of Cisco Application Support

• TheChallengesofAttaching Application Support

• OpportunityforGrowth

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

6< >


The Challenges of Attaching Application SupportDespite the important value that application support provides customers, the opportunity to increase revenue by attaching services to software applications is often overlooked by Cisco resellers.

The industry standard rate for attaching software applicationsupportservicesis75percent.Andyet,forCisco software applications, the attach rate is currently only at 49 percent.

The biggest challenges to being able to successfully attach application support offerings are:

• UnfamiliaritywiththeCiscoApplicationSupportportfolio

• Alackofunderstandingaboutthebenefitsof Cisco Application Support capabilities to customers

• Aninabilitytoeffectivelypositiontheservicesand handle objections

• Confusionaboutwhichapplicationsupportofferings map to Cisco product families

• UncertaintyabouthowtoattachapplicationsupportofferingstotheappropriateproductSKU

Opportunity for GrowthIncreasingtheattachratefrom49percentto75percent means substantial opportunity for increased revenue for Cisco and our partners.

For salespeople, increasing attach rates for software applications means not only improved customer satisfaction, but also higher average sale prices, margins, and commissions.

Withasmallamountofeffort,youcanseizethisimportant opportunity.

The Opportunity for Application Support

In This Section

• KeepingApplicationsRunning at Optimal Performance

• ArchitecturalSolutionsand the Value of Cisco Application Support

• The Challenges of Attaching Application Support

• Opportunity for Growth

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

7< >


Understanding Software Support

Application support is part of a larger category of software support.

It is important to know that there are several categories of software support that provide important coverage for:

• Operatingsystemsoftware

• Applicationsoftware

• Securitycontent

While all types of coverage are important, application support provides essential value that can improve the speed and accessibility of business applications.

Figure 1 shows how all the types of services work together to provide complete coverage.

Getting Started with Software Support

In This Section

• UnderstandingSoftware Support

• WhyCiscoApplicationSupport?

• TheValueofApplication Support Over Warranty

Figure 1. Providing Complete Coverage

Application Support Security ContentSubscriptions

Customers need hardware support services to receive coverage for Cisco hardware and for operating system (OS) software updates within their licensed feature set.

Customers need support services to provide application software updates and upgrades for Cisco software applications.

Customers need support services for access to maintenance releases and minor software updates and might also need access to major software upgrades.

Customers who have a security solution such as Cisco Intrusion Prevention Systems, require regular updates to the content in their security database.

Customers can purchase a security content subscription that provides them with up-to-date security content such as signature file updates.

Hardware Support

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

8< >


Customers need a combination of hardware services that cover hardware and operating system software, software application services that help keep applications current, and security content

subscription services that keep security database information current. Each type of software service offersimportantvalue(Table1).


Operating system software updates

•Increasesperformanceofcurrentfeatures

•Addsnewfunctionality,oftenwithoutadditionalhardware investment

•Enhancesavailabilityandstabilityofnetworkandbusiness applications

•ExtendsthelifeofCiscodevices

Application software updates and upgrades

•Strengthensavailability,functionality,andreliability of applications

•Helpsresolvetechnicalissuesfasterwithaccess to application specialists

•Buildsin-houseexpertisewithaccesstoonlineresources

•Increasesapplicationfunctionalitywithmajorupgrade releases

Security content subscriptions

•Helpstoidentifies,monitor,andremediatesecurity threats

•Enablesweb-basedreportingofpersonalizednetwork threat alerts

•Providescustomized,timely,accurate,vendor-neutral security intelligence

•Providesinformationonthelatestsecuritythreats with signature file updates

Table 1. Software Support Value Propositions

In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

9< >


Why Cisco Application Support?Cisco’s product portfolio has expanded beyond routers and switches to include a growing set of software applications. To support the service needs ofthesesoftwareproducts,Ciscooffersspecializedtechnical support services for application software.

Cisco Application Support offerings provide customers important capabilities including:

• Softwareupdates:bugfixes,maintenance,andminor updates for current feature level

• Softwareupgrades:majorreleasescanincludenew features and functionality

• CiscoTACsupportforsoftwareproducts

• AccesstoCisco.com

Application support complements hardware support.

Operating system software support is provided as part of hardware service coverage and is separate from application support. When a customer’s solu-tion includes both hardware and application software components, the customer needs both hardware and applicationsupportforcompletecoverage(Figure2).

Figure 2.ApplicationSupportComplementsHardwareSupport


In This Section


• Why Cisco Application Support?


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

10< >


The Value of Application Support Over WarrantyAll Cisco hardware and software products are covered by warranty for a minimum of 90 days. Some products have longer warranty coverage periods.SomeproductshaveaLimitedLifetimeHardwareWarranty(LLW)orEnhancedLimitedLifetimeHardwareWarranty(E-LLW).

It is a common misconception that a warranty can be used to resolve service issues because a warranty provides replacement for defective parts. However,iftheissueisn’tsimplyadefectivepart,then the warranty alone will not be enough to provide the coverage you need. Adequate access to the Cisco Technical Assistance Center, Cisco.com, and OS software updates are critical.

It is important that customers understand the fundamental differences between warranties and technical services to make an informed decision.

For more information, visit the Product Warranties site on Partner Central.

A Cisco warranty provides important benefits; however, a warranty is not designed to provide the level of support and responsiveness your customer will get with application support coverage.

Cisco’s software warranty only ensures that the media on which the software is furnished will be free of defects in materials and workmanship under normal use and the software substantially conforms to the documentation.

The Cisco warranty does not provide software support such as premium operating system updates or upgrades, application updates and upgrades, or content subscriptions.

For more information to help show your customers the value and make the case for software application support over a Cisco warranty, see the appendix section, which provides help with objection handling and role play scenarios.


In This Section



• The Value of Application Support Over Warranty

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

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

11< >


The Cisco Application Support PortfolioThe Cisco Application Support portfolio includes the following software application service offerings:

• CiscoSoftwareApplicationSupport

• CiscoSoftwareApplicationSupportplusUpgrades

• CiscoUnifiedCommunicationsEssential Operate Service for Software

• CiscoVideoSoftwareSupportService

This playbook focuses on the Cisco Application Support portfolio. Other software support offerings are men-tioned as a reference.

Cisco also offers services that provide comprehensive support for solutions that include both hardware and software applications. In addition, Cisco offers collaborative services or programs that provide services on a per-user basis. In this section, we will provide an overview of each of the Cisco Application Support offerings and then help you understand how to offer your customers the right mix of services for their Cisco solution.

The Cisco Software Application Support ServiceThe Cisco Software Application Support service helps to keep business-critical applications highly available and running at optimal performance.

This service provides:

• Maintenanceandminorupdates,plusaccesstoonline resources and Cisco TAC support

• Supportforover150security,networkmanagement, and data center software applications

The Cisco Software Application Support plus Upgrades ServiceThe Cisco Software Application Support plus Upgradesservice helps keep software applications current with the latest Cisco technology.

This service provides:

• ThesamefeaturesastheCiscoSoftwareApplication Support service described above plus major application software upgrades

• Accesstorichersoftwareapplicationfeaturesetsand improved performance and efficiency

Cisco Application Support Offerings

In This Section

• The Cisco Application Support Portfolio

• ComprehensiveSupport Solutions

• AdditionalSoftwareSupport Offerings

• ComparingSoftwareSupport Features

• OfferingtheRightMixof Services

• MappingCiscoSolutions to Cisco Services

• CiscoToolstoHelpYou Propose the Correct Services

http://www.cisco.com/web/partners/services/programs/support/index.html

http://www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet0900aecd803f3d9f.pdf

http://www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet0900aecd803f3d93.pdf


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

12< >


The Cisco Unified Communications Essential Operate Service for Software CiscoUnifiedCommunicationsEssentialOperateService for Software includes capabilities similar to the Cisco Software Application Support offering de-scribed earlier, but this offering is designed specifi-cally to support unified communications software.

This service:

• Providessoftware-onlyapplicationsupport,access to the Cisco TAC, Cisco.com, and maintenance/minor release updates for Cisco UnifiedCommunicationssolutions

• RequirestheadditionofaCiscoUnifiedCommunications Software Subscription for access to major upgrades

The Cisco Unified Communications Software Subscription CiscoUnifiedCommunicationsSoftwareSubscription is a product offering that allows customers to purchase a subscription to major software version upgrades for a number of Cisco UnifiedCommunicationsproducts.Subscriptionsare available in one-, two-, or three-year lengths. PurchaseofCiscoUnifiedCommunicationsSoftwareSubscriptionrequiresCiscoUnifiedCommunications Essential Operate Service forSoftware.VisittheCiscoUnifiedCommunicationsSoftware Subscription availability site for a list of eligible products.

ThecombinationofCiscoUnifiedCommunicationsSoftwareSubscriptionandCiscoUnifiedCommunications Essential Operate Service for Software provides access to major software application upgradesforCiscoUnifiedCommunicationssoftware.

Theseservicessupportmorethan30CiscoUnifiedCommunicationssoftwareapplicationproducts,suchas:

• CiscoUnifiedCommunicationsManager(formerlyCallManager)• CiscoUnity®

• CiscoUnifiedMeetingPlace®(EnterpriseandExpress)• CiscoUnifiedContactCenter(Hosted,Enterprise,andExpress)• CiscoUnifiedIntelligentContactManagement• CiscoUnifiedMobility

Twoproductfamilies—CiscoUnifiedCommunicationsManagerBusinessEditionandCiscoUnifiedPhoneProxy—requireadifferentservicelevel:CiscoUnifiedCommunicationsEssentialOperateService,whichprovidessoftwareapplicationandserversupport.ThisserviceoffersthesamefeaturesasCiscoUnifiedCommunicationsEssentialOperateServiceforSoftwareplusadvancehardwarereplacement(withtheoptionofanonsitefieldengineer).


In This Section








http://www.cisco.com/en/US/services/ps2961/ps2664/services_data_sheet0900aecd8042826b.pdf


http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ucss_ordering_guide_nov2010.pdf

http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ucss_ordering_guide_nov2010.pdf

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6882/ps9158/net_brochure0900aecd804a2bc8.html

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

13< >


The Cisco Video Software Support Service The Cisco Video Software Support Service provides timely, uninterrupted access to Cisco’s latest video delivery system software updates and extensive support services.

This service provides access to:

• Softwareapplicationupdates

• TheCiscoTechnicalAssistanceCenter

• Onlinetoolsandresources

Comprehensive Support SolutionsIn addition, to the Cisco Application Support offerings we just described, Cisco offers a number of services that provide comprehensive support solutionsforbothhardwareandsoftware(Table2).

Table 2. Comprehensive Support Solutions

Cisco Services for IPS This service provides essential, ongoing support that makes sure a Cisco IPS solution and the signature files it uses to protect the network are current. Provides technical support, hardware replacement, OS and signature file updates, and dynamic global threat information.

CiscoUnifiedCommunications Essential Operate Service

This service includes everything providedforCiscoUnifiedCommunications Essential Operate Service for Software plus hardware replacement.4

Cisco TelePresence™ Essential Operate Service

This service is a comprehensive technical support service that includes hardware coverage, operating system support, and application support.

4RequirestheadditionofaCiscoUnifiedCommunicationsSoftwareSubscription for access to major upgrades.


In This Section


• Comprehensive Support Solutions






http://www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet_videosoftware.pdf

http://www.cisco.com/en/US/partner/products/ps6076/serv_group_home.html




http://www.cisco.com/en/US/services/ps2961/ps7072/services_data_sheet0900aecd80557f72.pdf


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

14< >


Additional Software Support OfferingsThe Cisco Smart Care Service is a comprehensive, network-level offering designed to meet the needs ofsmallandmedium-sizedbusinesses.

Cisco Smart Care Service can provide important sup-port and application upgrades for Cisco applications software.

Offering this service requires a different business model that involves a partner purchasing the Cisco Smart Care Service, adding unique value, and offering it to customers under the partner’s brand.

The CiscoUnifiedWorkspaceLicensing program packages client and server software, licensing, service and support, and software subscription on a per-user basis.

The next section provides a side-by-side comparison of each of the services that we have discussed in this playbook.


In This Section

• TheCiscoApplicationSupport Portfolio


• Additional Software Support Offerings






http://www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/workspace_licensing.html

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

15< >


Comparing Software Support Features

Each of the offerings we have listed here has a different mix of capabilities. Table 3 provides a comparison of the services.

Table 3. Software Support Features Comparison

Hardware Replacement

Options

Registered Access to Cisco.com

TAC Technical Support

24x7x365

Maintenance Releases

and Patches

Minor Update

Releases

Major Upgrade Releases

Signature File

Update

IntelliShield Search Access

Cisco Software ApplicationSupport(SAS)

Application

Application

Application

Cisco Software Application Support plusUpgrades(SASU)

Application

Application

Application

Application

Cisco Video Software Support Service(VSS)

Video

Application

Video

Application

Video

Application

CiscoUnifiedCommunicationsEssential Operate Service for Software(ESW)

UC

Application

UC

Application

UC

Application

CiscoUnifiedCommunicationsSoftwareSubscription(UCSS)*

UC

Application

Cisco Services for IPS Cisco OS

Cisco OS

IPS

CiscoUnifiedCommunicationsEssentialOperateService(ECD)

UC

Application

UC

Application

UC

Application

Cisco TelePresence Essential OperateService(ECDO)

TelePresence Application



Cisco Smartnet® Service Cisco OS

Cisco OS

Cisco Smart Care Service

CiscoUnifiedWorkspaceLicensing Technology-Specific

Application

Technology-

Specific Application

*BothCiscoUnifiedCommunicationsSoftwareSubscriptionandCiscoUnifiedCommunicationsEssentialOperateServiceforSoftwarearerequiredforaccesstomajorsoftwareapplicationupgradesforCiscoUnifiedCommunicationssoftware.


In This Section




• Comparing Software Support Features




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

16< >


order the correct services to provide complete coverage to your customers.

However,beforeyougettothepointofdiscussingspecificserviceSKUsyouwillneedtoengagein sales discussions with your customers where you will need to promote the value of different categories of application support offerings.

You will need to have a high-level understanding of which services map to various types of Cisco solu-tions. You will also need to have a strong understanding of the capabilities and the value propositions for each service offering so you can make the case for applica-tion support.

This section provides an overview of each of the services and an introduction to mapping application support offerings to product families.

Application Support for Cisco Unified Communications SolutionsDifferentfamiliesofCiscoUnifiedCommunicationssolutions require the appropriate service for minor updates and upgrades.

• Ingeneral,mostCiscosoftwareapplications(forexample,CiscoWorksorCiscoOperationsManager)requireCiscoSoftwareApplicationSupport or Cisco Software Application Support plusUpgradesforcompletesoftwareapplicationcoverage.

Offering the Right Mix of ServicesBoth you and your customer need to think broadly about the type of software support necessary to maintain the ongoing health and optimal functionality of the customer’s Cisco solution.

Provide complete coverage by offering more than Cisco SMARTnet® Service.

Your customers need:

• Hardware coverage to provide support for equipment as well as the operating system

• Coverageforapplication software updates and upgrades

Some customers will require comprehensive services for solutions such as Cisco Intrusion PreventionSystems,CiscoUnifiedCommunications,or Cisco TelePresence conferencing solutions.

Mapping Cisco Solutions to Cisco Services

It is crucial to know which services map to the various types of Cisco solutions.

LaterinthisplaybookwewilldiscusstheCiscoService Finder resource that will help you match specificproductSKUswithspecificserviceSKUs.The Service Finder tool will help you quote and


In This Section





• Offering the Right Mix of Services

• Mapping Cisco Solutions to Cisco Services


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

17< >


Application Support for Cisco Intrusion Prevention System SolutionsCisco Intrusion Prevention Systems require a support solution that is specific to that technology. Cisco Services for IPS is a comprehensive service that provides signature updates, global correlation and reputation updates, IntelliShield search access, Cisco IPS Threat Defense Bulletin, operating system and IPS engine releases, technical assistance, and advance hardware replacement.

Application Support for Cisco TelePresence Conferencing SolutionsCisco TelePresence conferencing solutions, like Cisco Intrusion Prevention solutions, require a technology-specific support offering. Cisco TelePresence Essential Operate Service is a comprehensive support offering that provides hardware support, OS support, and application support.

Application Support for Cisco Video SolutionsCisco’s broadband video delivery products require a softwaresupportsolutioncustomizedtotheneeds of the specific technology. Cisco Video Software Support Service provides the necessary application support coverage.

• MostCiscoUnifiedCommunicationssolutions—alloftheCiscoUnifiedCommunicationsapplicationswith the exception of Cisco CallManager Express andCiscoUnityExpress—requireCiscoUnifiedCommunications Essential Operate Services for SoftwareandCiscoUnifiedCommunicationsSoftware Subscription for access to major software upgrades.

• ForselectCiscoUnifiedCommunicationsproductfamiliessuchasCiscoUnifiedCommunicationsManagerBusinessEditionandCiscoUnifiedPhoneProxy,theCiscoUnifiedCommunicationsEssential Operate Service—which combines application software support with server support—isrequired.CiscoUnifiedCommunicationsSoftware Subscription is also required to enable an application upgrade path.

NotethatCiscoUnifiedCommunicationsEssentialOperateServicesforSoftwareorCiscoUnifiedCommunications Essential Operate Service must be purchased in order to be eligible to purchase a Cisco UnifiedCommunicationsSoftwareSubscription.


In This Section








Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

18< >


As we said earlier, it is important to sell more than Cisco SMARTnet Service to ensure that your customer has coverage for their complete solution that addresses the support requirements of their software applications.

Figure 3 helps you see how the various types of ser-vices come together to provide appropriate cover-age for a number of categories of Cisco solutions.

Hardware and Operating System Support

Not Applicable Not Applicable Cisco SMARTnet Service

CiscoUnifiedCommunications Essential Operate Service(ECD)

Cisco SMARTnet Service

Cisco Services for IPS

Cisco TelePresence Essential Operate Service(ECDO)

Application Software Support

Cisco Software Application Support(SAS)

CiscoUnifiedCommunications Essential Operate Service(ESW)

Cisco Software Application Support (SAS)

Cisco Video Software Support Service

Application Software Upgrades

Cisco Software Application Support PlusUpgrades(SASU)

CiscoUnifiedCommunications Software Subscription (UCSS)

Cisco Software Application Support PlusUpgrades(SASU)

CiscoUnifiedCommunications Software Subscription (UCSS)

Not Applicable

Content Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable

Cisco Application-Only Solutions

CiscoUnifiedCommunications Application-Only

SolutionsCiscoUnifiedCommunicationsSolutions

(CombinedUCHardwareandUCApplication) Cisco Video SolutionsCisco Intrusion

Prevention SystemsCisco TelePresence

Solutions

Examples:

•CiscoWorks •Cisco Wireless •Cisco Operations

Manager•Cisco Digital

Management

Examples:

•CiscoUnifiedCommunications Manager•Cisco Emergency

Responder•Cisco IP

Communicator •CiscoUnified

Video Advantage

Examples:

•UnifiedCommunications Manager Express•UnifiedUnity

Express•AllUCNetwork

Management Products

•CiscoUnifiedCommunications Manager Business Edition•CiscoUnified

Phone Proxy

•Broadband Video Delivery Products

•Cisco IPS 4200 Series•Cisco ASA5500 withAIP(IPSmodules)•Modules for Cisco

Catalyst® Switches and Access Routers•IPS on Cisco

IOS® Software on Access Routers (software-basedIPS)

•Cisco TelePresence Products

Figure 3. Identifying the Right Mix of Services for Your Customer


Whether your customer is purchasing a Cisco softwareapplication,CiscoUnifiedCommunications,video, security, or Cisco TelePresence solution, make sure your customer has both hardware and application support coverage.

In This Section








Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

19< >


Cisco Tools to Help You Propose the Correct ServicesCisco Service FinderThe Cisco Service Finder tool can help you quickly findthecorrectapplicationsupportSKUavailablefor your Cisco hardware, application software, and specialty appliance products.

Service Finder allows you to search by product descriptionorSKUorbyproductseries/family.Service Finder provides a list of specific products you can select. The tool then indicates what services are compatible with that product, what capabilities are included in that service, and what the appropriate service is to access major software application upgrades.

The Service Availability MatrixThe Service Availability Matrix enables you to view service product availability globally, which includes delivery available for products and field engineer services.

UsetheServiceAvailabilityMatrixtofindoutifyourrequested service level is available at the product installation site.


In This Section








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

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

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

20< >


Performance Metrics Central CapabilitiesPerformanceMetricsCentral(Figure4)isareporting resource that helps partners monitor services sales and delivery performance.

Figure4.PerformanceMetricsCentralHomePage

Performance Metrics Central provides:

• Accurate,consolidated,objective,andtimelymetrics to help you make business critical decisions proactively

• Frequentlypublishedandup-to-datecalculationsof sales and delivery metrics every week for increased visibility into performance standing

• Potentialforincreasedprofitability,productivity,and end-customer satisfaction through enhanced service monitoring and tracking

Performance Metrics Central allows you to:• Viewandinterpretyourmetrics• Accessdetailandsummaryreports• Makebusiness-criticaldecisions• Meetdefinedthresholds• Obtainincentives

PMC includes:

• Apartner scorecard that displays weekly metric publications for individual programs

• Accesstoinformationaboutthresholds and incentives that provide insight into discount or rebate standing

• Reporting capabilities that provide enhanced filtering, on-screen reporting, detailed downloads

• Comprehensive training including reference manuals, presentations, and training.

The Metrics You Need• PMChelpsyouobtainincentivesbytakinginformed

decisions based on accurate and consolidated information

• Scorecardpresentsyourmetricsstandingsaswellasqualified discounts and rebate percentages based on your performance

• Reportingfeatureallowsyoutocreatecustomizedreports and view them on-screen


In This Section

• Performance Metrics Central Capabilities

http://www.cisco.com/go/pmc

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

21< >


Gaining access to PMC• Step1:Register yourself as a Cisco Channel Partner• Step2: Register your company with Cisco• Step3:Register yourself on Partner Access Online• Step4:Check associationonPartnerAccessOnLine• Step5:Login to PMC

*Note:IfyouareanewusertoPMC,itmaytakeupto 24 hours for your access to be granted.

PMC Features and FunctionalityPMCprovidesweeklymetricscalculations(Figure5)for the following:

• AttachRate

• RenewRate

• ServiceRequestRatio

• CustomerSatisfaction

• IncentiveStanding

Figure 5. PMC Metrics

Performance Metrics Central reporting allows you to get access to data for the past 12 months.


In This Section


http://tools.cisco.com/RPF/register/register.do

http://tools.cisco.com/WWChannels/IPA/welcome.do




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

22< >



Type Metrics Available Description

Sales Metrics Attach Rates

•DirectAttachRate(DAR)

•IndirectAttachRate(IAR)

•ConsolidatedAttachRate(CAR)

•LLWDAR/IAR/CAR

Attach rate metrics generally measure ability to sell service on Cisco products sold toendcustomers.LLWAttachRatemetricsmeasureAttachRateswithrespecttoLimitedLifetimeWarrantyproducts.

Conversion Rate Measures ability to sell service on products sold to an end customer after 1st year of service under Full Entitlement.

Renewal Rate

•RenewalRateHighAttach

•RenewalRateSelectiveEntitlement

Measures ability to renew service contracts.

Delivery Metrics Service Request Ratio

•SRQTD

•SRSFTD

•SRYTD

Measures how much partner passes service requests to Cisco.

Request Material Authorization

•RMAQTD

•RMASFTD

•RMAYTD

Measures how frequently Partner requests RMAs from Cisco relative to its supported install base.

CSAT Metrics Post Customer Satisfaction Measures the level of end customer satisfaction with services managed by partners through surveys.

Table 4. PMC Metrics

In This Section


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

23< >


• Step 3: Determine what software applications will be a part of the solution you are proposing and include the appropriate services for updates, upgrades, and content subscriptions if relevant in the initial proposal or discussions.

• Step 4: Prepare the proposal as a complete solution including application support.

Presenting: Engaging in the Conversation• Step 1: Restate the customer’s business

challenges and future plans.

• Step 2: Present your proposal for a complete solution that includes hardware support and services, including the appropriate mix of application support offerings.

• Step 3:Emphasizethevaluethatapplicationsupport provides:

– Strengthening availability, functionality, and reliability of applications

– Resolving technical issues faster with access to application specialists

– Building in-house expertise with access to online resources

– Increasing application functionality with major upgrade releases

Positioning the Value of Application SupportPositioning the value of software application services is not unlike positioning the value of any Cisco solution. There is a logical approach that involves basic common sense selling tactics of preparing, presenting, and closing. This basic approach will work well for you in most sales scenarios. The objective is to make sure you are prepared to discuss the issues that are most important to your customer and be able to map software application services to your customer’s needs.

Preparing: Getting Ready for the ConversationPrepare for the discussion by understanding the customer’s requirements and limitations so that you can build an appropriate proposal and be prepared to engage in a meaningful discussion.

• Step 1:Understandthecustomer’sbusinesschallenges and future plans: this will be essential to being able to link application support to addressing business needs.

• Step 2:Understandthecustomer’sbudgetlimitations and constraints: This will tell you whether the customer will have budget issues and help you know whether you need to be prepared to offer Cisco CapitalSM financing solutions.


In This Section

• Positioning the Value of Application Support

• SellingScenarios

• StrategiesforExpanding Your Relationship with Your Customer

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

24< >


upgrades, application updates and upgrades, or content subscriptions. For more information to help show your customers the value of make the case for software application support over a Cisco warranty see the appendix section that provides help with objection handling and role play scenarios.

• Step 4: Get confirmation that the customer’s issues have been addressed.

See the appendix for a sample conversation that shows how you can use multiple opportunities to tie application support to business value.

• Step 4: Promote the value of any other technology-specific software support services such as those for unified communications, security, Cisco TelePresence conferencing, and video.

Closing: Discussing Customer Concerns and Objections• Step 1:Listentoyourcustomer’sconcernsand

objections.

• Step 2: Ask questions that help you learn more about the customer’s real concerns and to help you get a grasp of quantitative information you can use to build your case.

• Step 3: Respond accordingly to objections related to:

– Thevalueofapplicationsupport(seetheappendix sectionforspecificguidance)

– Timeandmaterialssupport—emphasizethattime and materials can cost as much as $400/hour and do not include application software support.

– The value of application support over the Cisco warranty. Remind your customers that the Cisco warranty does not provide software support such as operating system updates or


In This Section

• Positioning the Value of Application Support



Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

25< >


• Bepreparedtomakethecaseforthevalueofapplication services over warranty.

• Attachservicesatthepointofsaletohelpmakesure of coverage and a consistent customer service experience.

Selling ScenariosSelling Application Support at the Point of Sale

The best time to attach services, both hardware and software services, is at the point of sale.

Attempting to introduce services after the point of sale results in your customers having inaccurate budgetexpectationsandjeopardizestheservicesale. If customers do not have protection for their network from day one, they will not have access to the benefits of technical support services during the deployment of their equipment.

Adding services after the product sale:• Requiresextratimeandadministrativeworkthattakes

the account team, partner, and customer away from other business needs

• Putsthecustomer’snetworkatriskofdowntime• Makesitmoredifficulttopromotethevalueofservices

Always position services, for both hardware and software, early in the sales cycle. This will help make sure your customer’s expectations are properly set and that you are in the strongest position to secure the sale for the complete solution: hardware, software, service, and financing.


When selling services at the point of sale make sure your proposal includes the following:

• AlwaysincludeCiscoSMARTnetService(withmultiyearoptions)aswellastheappropriateapplications support offerings on product quotations.

• MakesureyourcustomerpurchasestheappropriateapplicationsupportofferingSKU for each product.

• IfyouaresellingCiscoUnifiedCommunica-tions Essential Operate Service for Software orCiscoUnifiedCommunicationsEssen-tial Operate Service, be sure to also sell a Cisco UnifiedCommunicationsSoftwareSubscription.

• MakesureyouincludetheappropriateCiscoUnifiedCommunicationsSoftwareSubscriptionSKUandtaketheextrastepto register it for full entitlement to major application upgrades.

In This Section

• PositioningtheValueof Application Support

• Selling Scenarios


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

26< >


Offering Services for Cisco Unified Communications Application SoftwareAttachingservicestoCiscoUnifiedCommunicationssoftware can be challenging. In some cases, servicesareattachedonSKUsthatreferenceuser licenses, agents, or users. Services are rarely attached to server licenses or other products that do not represent a user or agent.5

SomeCiscoUnifiedCommunicationssolutionsincludeanindividualSKUforhardwareandsoftware,whileothershaveasingleSKUforbothhardware and software. See the box below to learn about what offerings to quote.


For Cisco Unified Communications products that have individual SKUs for hardware and for software, quote the following:

Cisco SMARTnet Service for standalone hardware

CiscoUnifiedCommunicationsEssentialOperateServiceforSoftware(ESW)forapplicationssoftwareor user licenses

ACiscoUnifiedCommunicationsSoftwareSubscription

If your customer is buying an integrated hardware and software bundle that has only one SKU for both hardware and software, quote the following:

CiscoUnifiedCommunicationsEssentialOperateService(ECD)

CiscoUnifiedCommunicationsSoftwareSubscription

FordetailedinformationaboutmappingspecificCiscoUnifiedCommunicationsproductandapplicationSKUstotheappropriateCiscosupportservice,viewtheCiscoUnifiedCommunicationsServicesOrdering Guide.

5TheexceptionisCiscoCallManagerandCiscoUnifiedPresencethathaveapplicationsupportattachedtoserversoftware.

In This Section




http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/uc_serv_ordering_guide.pdf

http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/uc_serv_ordering_guide.pdf

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

27< >



Figure 6 provides an overview of how services are attached to server-based hardware, phones and GTWs, applications, and other unified communications software.

FordetailedinformationaboutmappingspecificCiscoUnifiedCommunicationsproductandapplicationSKUsto the appropriate Cisco support service, view the CiscoUnifiedCommunicationsServicesOrderingGuide.

Figure 6. AttachingServicestoCiscoUnifiedCommunicationsProducts

Server-BasedHardware

Phonesand GTWs

Attaching Services to UC Products

Software Part Hardware Part

Hardware and Software in Different SKUs or Software

Running on Non Cisco Servers

Hardware andSoftware Bundles

in One SKU

UC ApplicationEmbedded in IOS-Based

Hardware

Other UnifiedCommunication

Software

Essential Hardware and Software and

Unified Communications

Software Subscriptions

Essential Software Onlyand Unified

Communications SoftwareSubscription

SAS/SASU EOS EssentialHardware and Software EOS

SMARTnet orThird-Party

Support If NonCisco Hardware

SMARTnet• Hardware Support• Software Support• Software Upgrades

Including UC-Embedded

SAS andSASU

In This Section




http://www.cisco.com/en/US/services/ps2961/ps2664/services_overview_uc_ordering_guide.pdf

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

28< >


Selling Cisco Application Support for Top Cisco Product Families and ProductsThere are a number of Cisco software applications that represent top opportunities to attach services. In this section; we will help you see which software applications present the strongest opportunities and help you learn which services to attach.

Top product family opportunities to attach Cisco Application Support include:

• CiscoUnifiedCommunicationsManager(UCMGR)

• MDS9000FabricWareSoftware(MDS9000)

• CiscoWorksLANManagementSolutions(LMS)

• CiscoEmergencyResponderuserlicenses(DLU)


In This Section




Appropriate Application Support SAS or SASU ESW and UCSS

Product Family ASR 5000 Series

Cisco Broadband Access Center

MDS 9000 Series

LMSSeries

Mobile Wireless Transport Manager

Wide Area Application Services

CiscoUnifiedCommunicationsManager

CiscoUnityandUnityConnection

CiscoUnifiedWorkspaceLicensing(CUWL)

CiscoUnifiedMeetingPlace®

CiscoUnifiedContactCenterEnterpriseandExpress

Cisco Emergency Responder

Table 5. Top Products for Attaching Application Support

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

29< >


You should pursue all opportunities to attach services to products in any of these product families. The process for identifying the appropriate application support offering for a specific product SKUisfairlyeasy:

• Step 1: Go to Service Finder.

• Step 2: Enter in your part number for the user license, user, or agent as appropriate.

• Step 3: Service finder will provide the specific CiscoApplicationSupportSKUthatyoushoulduse to order.

• Step 4:ForapplicationsthatuseCiscoUnifiedCommunications Software Subscription for major applications, use the CiscoUnifiedCommunications Ordering Guide to determine thespecificSKUfortheCiscoUnifiedCommunications Software Subscription or send a [email protected] and the support team will provideyouwiththeappropriateSKUs.


In This Section




http://www.cisco-servicefinder.com



mailto:ucss-support%40external.cisco.com?subject=


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

30< >


Example: Cisco Unified Communications Manager (CM7.1-K9-380G5D)

For this product Service Finder indicates (Figure7)thattheappropriateservicetosellisCiscoUnifiedCommunicationsEssentialOperateServiceforSoftware(CON-ESW-CM713G5D).Theappropriatehigh-levelSKUforCiscoUnifiedCommunicationsSoftwareSubscription for this software application isUCSS-UCM.


Figure 7. ServiceFinderResults:CM7.1-K9-380G5D

In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

31< >


Example: Cisco Emergency Responder 2500-Seat License (LIC-CM7.1-7835=)

Inthisexample(Figure8),ServiceFinderin-dicatesthattheappropriateSKUfortheCiscoUnifiedCommunicationsEssentialOperateService for Software offering is CON-ESW-LICM718.Theappropriatehigh-levelSKUforCiscoUnifiedCommunicationsSoftwareSubscription for this software application is UCSS-UCM.


Figure 8. ServiceFinderResults:LIC-CM7.1.7835=

In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

32< >


Attaching Cisco Application Support During a Cisco Unified Communications Migration

Migrating software licenses to a larger server requiresthatcustomersupgradetheirCiscoUnifiedCommunications Essential Operate Service for Software contract to provide coverage for the expanded solution.

A migration refers to the movement of software licenses from a legacy unified communications server to a new server. There are two types of migrations scenarios:

1)Movingtothesamesizeserver(foranominalmigrationfee)

2)Upgradingtoalargercapacityserver(requirespurchase of upgraded application support coverage)

Whenmovingtothesamesizeserver,nochangetotheCiscoUnifiedCommunicationsEssential Operate Service for Software contract is required. However,whenupgradingacustomer’sservertoalarger server, you will need to update your service contract to accommodate the expanded capacity. Also, customers will also need to change their Cisco SMARTnet Service contract to reflect the larger capacity hardware server.

Migration requires that your customers have a migrationSKUthatisspecifictothemigrationtaking place. The example provided below in Table 6featuresCiscoUnifiedCommunicationsManagerandshowstherangeofSKUsthatareavailable to enable a migration.

Table 6. MigrationSKUExamplesforCiscoUnifiedCommunications Manager

Part Number Product Description

CM6.0-K9-MIG0= SWUnifiedCM6.0SameServerClassMigration

CM6.0-K9-MIG1= SWUnifiedCM6.0Migration7815SEto781X

CM6.0-K9-MIG10=

SWUnifiedCM6.0Migration7835to7845

CM6.0-K9-MIG2= SWUnifiedCM6.0Migration7815SEto7825



CM6.0-K9-MIG5= SWUnifiedCM6.0Migration781Xto7825



CM6.0-K9-MIG8= SWUnifiedCM6.0Migration7825to7835

CM6.0-K9-MIG9= SWUnifiedCM6.0Migration7825to7845


In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

33< >


The process for successfully navigating a Cisco UnifiedCommunicationsmigrationisasfollows:

• Step 1: Determine whether your customer needs tomovetoaserverthatisthesamesizeorupgrade to a larger server.

• Step 2:ReferencetheCiscoUnifiedCommunications Services Ordering guide to locatetheappropriatemigrationSKUgivenyourcustomer’sCiscoUnifiedCommunicationssolution.

• Step 3: If your customer is upgrading to a larger server, go to Service Finder and enter thatproductSKUtodeterminetheappropriateCiscoUnifiedCommunicationsEssentialOperateServicesforSoftware(SKU)toselltoprovide complete coverage for the expanded solution.MakesureyouaddaCiscoUnifiedCommunications Software Subscription to any new users added.

Managing the Cisco Unified Communications Software Upgrade ProcessIn this section, we will provide some important best practices to make sure that you and your customer successfully navigate the software application up-grade process enabled by the purchase of a Cisco UnifiedCommunicationsSoftwareSubscription

MajorupgradesforCiscoUnifiedCommunicationsapplications are provided through a combination ofCiscoUnifiedCommunicationsEssentialOperateServiceforSoftwareandaCiscoUnifiedCommunications Software Subscription

An additional registration step is required to tie Cisco UnifiedCommunicationsSoftwareSubscriptiontoCiscoUnifiedCommunicationsEssentialOperateServiceforSoftware.IfCiscoUnifiedCommunicationsSoftwareSubscriptionisnottiedproperlytoanCiscoUnifiedCommunications Essential Operate Service for Software contract, then no major upgrade will be entitled.

RegistrationofyourCiscoUnifiedCommunicationsSoftware Subscription product activation key does not guarantee activation. Completing the registra-tion process involves validating the software service contract quantities and coverage. Any errors in the registration process will delay activation of Cisco UnifiedCommunicationsSoftwareSubscription.There is processing time of up to one week from the timethattheCiscoUnifiedCommunicationsSoft-ware Subscription is registered until the upgrades becomeorderableundertheProductUpgradeTool(PUT).CiscoUnifiedCommunicationsSoftwareSubscription registration does not provide instant accesstoorderingofupgradesusingthePUT.


In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

34< >


potential solutions to help promote their success. The purpose of a customer business review is to validate the customer business initiatives and gain support for the overall account strategy. A customer business review will improve customer intimacy, sat-isfaction and loyalty as the customer becomes more engaged in a partnering relationship with Cisco.

A customer business review can help you to understand your customer’s strategic initiatives and priorities by using a solution selling approach to collaboratively address your customer’s needs.

Typical components of a customer business review:

• Agendaandcontactinformation

• Customerbusinessoverview

• CustomerITinitiativesandprojects

• Ciscoactivitiesandalignment

• Educationevents

• Ciscoorpartnercompanyupdates

• Customerfeedback

• Step 1: MakesureyousellCiscoUnifiedCom-munications Software Subscription at the same timeyouselltheCiscoUnifiedCommunicationsEssential Operate Service for Software coverage.

• Step 2: RegistertheCiscoUnifiedCommunications Software Subscription as soon asyourproductauthorizationkeyisreceived.

• Step 3: Allow up to one business week for processingoftheCiscoUnifiedCommunicationsSoftware Subscription registration.

• Step 4: Go to the ProductUpgradeTool(PUT)and order the upgrade.

• Step 5: Allow adequate time for the upgrade ordertobeprocessed(upgradesarenotprovidedinstantly)beforeschedulingaupgradeinstallation for your customer.6

Strategies for Expanding Your Relationship with Your Customer

Using a Customer Business Review to Create OpportunitiesA customer business review is a quarterly meet-ing with a customer to discuss your sales team’s understanding of their business initiatives and review


6 If you have problems viewing your upgrades, contact [email protected].

In This Section



• Strategies for Expanding Your Relationship with Your Customer

http://www.cisco.com/go/license

http://tools.cisco.com/gct/Upgrade/jsp/productUpgrade.jsp


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

35< >


It is important to remember that a customer busi-ness review is not a sales pitch. The true value of a regular customer business review is in gaining in-sight into a customer’s business issues and helping ensure interlock between you and your customer.

A customer business review is a great way to make sure you have fully captured the customer’s business challenges and are in the best position to deliver a complete architectural solution that fully meets their needs. This is an excellent way to use business intelligence to let your customers know what hardware and software is covered.


Best Practices for a Customer Business Review

Holdthecustomerreviewsessionregularly

Do not sell; collaborate with your customer

Come prepared with business intelligence

Rehearse your presentation

Invite the right people from both sides

Include business line managers who are responsible for the effect of the customer’s applications on the business

Usethisasanopportunitytotieapplicationsupport to the success of the business

In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

36< >


Using a Services-Led Approach to Create OpportunitiesBy focusing selling activities on securing consulting engagements early in the sales cycle, you can help your customers define their technology requirements and deliver a network solutions recommendation.

This approach enables you to expand the value of the customer relationship by helping to promote the strategy that ultimately leads to the purchase of design and implementation services, pull-through product, and support services.

This is an effective way of making sure that you are in the strongest position to:

• Fullygraspyourcustomer’sbusinesschallengesand opportunities

• Developacompleteproposalforanarchitecturalsolution that includes hardware, software, techni-cal services, application support, and financing

• Obtainimportantaboutthecustomerthatinformsthe entire sales process and enhances your ability to generate incremental revenue from implementation services, hardware and software sales, and support solutions

Pull-Through Product ($5)and Support Services ($2)

Follow-OnServices

Initial ConsultingServices

$7$4$1


These initial consulting services can also promote sales of advanced technologies and follow-on services(Figure9).

Figure 9. Consulting Services Improve Product and Service Revenues

In This Section




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

37< >

Attaching Cisco Application Support Offerings | © 2010CiscoSystems,Inc.Allrightsreserved.ForCiscoResellerandDistributorUseOnly.Attaching Cisco Application Support Offerings | © 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Do not distribute.

Understanding Ordering and Quoting Tools

Cisco continues to evolve and improve the tools available to quote and order Cisco products and services. Today there are a number of tools available that provide different levels of features and capabilities. Cisco is in the process of a phased rollout of a new integrated commerce tool—the

Cisco Commerce Workspace—that will provide central access for important quoting and ordering capabilities.

UntiltheCiscoCommerceWorkspaceresourceisfully deployed, you can access the tools described in this section to help you order and quote Cisco ApplicationSupportofferings(Table7).

Ordering Cisco Application Support

In This Section

• UnderstandingOrdering and QuotingTools

• CiscoCommerceWorkspace

• CiscoPricingTool

• SCCforIndirectResellers and Distributors(SMS3)

• CiscoDynamicConfiguration Tool

• CiscoMultilineConfiguration Tool

• CiscoOrderingTool

• CiscoService Contract Center

Tool Availability Region Pricing Ordering Quoting

Cisco Commerce Workspace •CiscoFieldSales

•CiscoPartners7

USandCanada1sthalfof2010

Rest of world—2nd half of 2010

X X

Cisco Pricing Tool •CiscoFieldSales

•CiscoPartners

Global X

SCC for Indirect Resellers and Distributors(SMS3)

•Indirectpartners(2-Tier)

•Distributers

Global X X

CiscoDynamicConfigurationTool(DCT) •CiscoFieldSales

•Directpartners(1-Tier)

•Indirectpartners(2-Tier)

Global X X

CiscoMultilineConfigurationTool(MLC) •Phasingoutduring2010 Global X X

CiscoOrderingTool(OT) •CiscoFieldSales

•Directpartners(1-Tier)

Global X X

Cisco Service Contract Center •CiscoFieldSales

•Customers

Global X X X

Table 7.UnderstandingPricing,Ordering,andQuotingTools

7 IndirectCiscopartners(2-Tier)willhaveaccesstoquotingcapabilitiesinCiscoCommerceWorkspacebutnotorderingcapabilitiesasindirect partners purchase through distribution.

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

38< >


Cisco Commerce WorkspaceThe Cisco Commerce Workspace provides one integrated, streamlined, and simplified commerce experience that allows partners to register a deal, quote, configure, and order products, software, and related services.

The Cisco Commerce Workspace is the next-generation workspace that enables integrated engagement with Cisco throughout the purchasing process.

All partners have access to the registration and quoting portions of the workspace, but partners8 will gain access to the end-to-end quote to order functionality in phased releases. The Cisco Commerce Workspace is currently being offered throughaphasedrolloutintheUnitedStatesandCanada and will be offered to the rest of the world over the course of 2010.

Cisco Pricing ToolThe Cisco Pricing Tool offers access to pricing information on Cisco products and services using a simple web-based interface.

The Cisco Pricing Tool allows you to view pricing information without logging on to the Cisco Ordering Tool.

SCC for Indirect Resellers and Distributors (SMS3)SCC for Indirect Resellers and Distributors(SMS3)provides distributors and resellers with a streamlined and globally consistent method to quote, order, and register new and renewal service contracts.

Cisco Dynamic Configuration ToolThe Cisco Dynamic Configuration Tool enables online configuration of Cisco products and offers detailed compatibility information and intelligent feedback to streamline the ordering process.

The Cisco Dynamic Configuration Tool is available to both direct and indirect partners. Indirect partners will have limited access to pricing information.

The Dynamic Configuration Tool is useful for configuring products and obtaining very basic services information for configurable products only. It does not provide information for services on hardware or software products that are not con-figurable. Currently it only allows the selection of one service level at a time, which could result in missed product coverage.


8 IndirectCiscopartners(2-Tier)willhaveaccesstoquotingcapabilitiesinCiscoCommerceWorkspacebutnotorderingcapabilitiesasindirect partners purchase through distribution.

In This Section


• Cisco Commerce Workspace

• Cisco Pricing Tool

• SCC for Indirect Resellers and Distributors(SMS3)

• Cisco Dynamic Configuration Tool

• CiscoMultilineConfiguration Tool

• CiscoOrderingTool

• CiscoService Contract Center

https://cisco-apps.cisco.com/cisco/psn/commerce

https://tools.cisco.com/qtc/pricing/MainServlet

http://www.cisco.com/web/services/ordering/sms3/index.html

https://apps.cisco.com/qtc/config/jsp/configureHome.jsp

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

39< >


LinkstotheDCT,MLC,andOTcanbefoundontheOrdering Root page on Cisco.com. Each of these tools has a detailed user guide available through links on their respective pages.

The Dynamic Configuration Tool only allows you to select one service level at a time. It might require multiple steps to quote hardware and application support.

Difficulty Attaching Application Support During Configuration,QuotingandOrdering

•UsetheOrderingToolandMultilineConfigura-tor instead of the Dynamic Configurator

• IfyouneedtousetheDynamicConfigurator,create and save the configuration with hardware services in Microsoft Excel first. Then create the configuration with software services and append it to the results from the hardware configuration

Cisco Multiline Configuration ToolThe Cisco Multiline Configuration Tool provides you with the ability to assemble multiple products, both configurable and nonconfigurable, onto a single list. It provides services functionality for both hardware and software products.

The Multiline Configuration Tool will be phased out over the course of CY 2010. This tool will be replaced by the Cisco Commerce Workspace tool.

Cisco Ordering Tool

The Cisco Ordering Tool provides the most robust functionality for ordering products and services at the same time. It allows imports of saved configurations(fromtheDynamicConfigurationTool)orsavedconfigurationsets(fromtheMultilineConfigurationTool).IntheOrderingTool,usersspecify the installation site of the product and get accurate services pricing information.

The Cisco Ordering Tool has very similar features and functionality to the Multiline Configuration Tool; however, theOrderingToolisonlyavailabletodirect(1-Tier)partners.

Cisco Service Contract Center

Cisco Service Contract Center allows you to manage your Cisco Services ordering, quoting, and contract management activities in one location.


In This Section


• CiscoCommerceWorkspace

• CiscoPricingTool

• SCCforIndirectResellers and Distributors(SMS3)

• CiscoDynamicConfiguration Tool

• Cisco Multiline Configuration Tool

• Cisco Ordering Tool

• Cisco Service Contract Center

http://www.cisco.com/en/US/partner/ordering/index.shtml

https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_CONFIG_SET&EMP=COMPANY

https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_NETWORKING_PRODUCTS_NEW_OT

http://www.cisco.com/web/services/ordering/cscc/index.html

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

40< >


deployment. Cisco Application Support offerings provide access to application software upgrades and updates.

• Explainthatsoftwareupdatesprovidedbyatechnical service contract are important to enable compliance with Cisco intellectual property policies.

• Forcustomersplanningtorelyontheirlimitedlifetime warranty, explain that having an applica-tion support contract is required to receive all the benefits that the product offers.

Objection: I cannot afford services, so I rely on the warranty or sparing.

Response: Your customer needs to consider the cost of a service contract compared to the cost of network downtime, time and materials fees, or fines for noncompliance with intellectual property policies.

• Maintainingsparescorrectlyalsorequiresaninvestment.

• Ifcashflowisanissue,CiscoCapitalcanprovidefinancial options to help customers get the services they need to protect their investment.

• Alsodemonstratehowpurchasingsoftwareup-dates is far more costly than a services contract.

Handling ObjectionsKnowing how to respond to objections is critical to attaching more Cisco Application Support offerings. It is important to listen to customer objections, iden-tify the problem, and help them navigate through the application support value proposition to understand the response. This section provides insight and guid-ance to help you address common objections.

Objection: I do not need application support, especially with a warranty.

Response: If a customer wants to rely on warranty, explain that a warranty is not designed to provide the level of support and responsiveness your customer will get with a hardware or software service contract.

• Cisco’shardwarewarrantyprotectscustomersfrom equipment failures by ensuring that hardware will be free from defects in material and workman-ship under normal use for the first 90 days.

• Cisco’ssoftwarewarrantyensuresthatthemedia on which the software is furnished will be free of defects in materials and workmanship under normal use, and the software substantially conforms to the documentation.

For hardware, a service contract provides access to Cisco.com tools and access to the Cisco TAC, hardware replacement, and critical support for

Appendix

In This Section

• HandlingObjections

• TheValueofServicesover Warranty

• SampleRolePlayConversation

• CommonQuestions

• CiscoUnifiedCommunications Tip Sheet

• CiscoUnifiedCommunications Software Subscription High-LevelSKUs

• CiscoUnifiedWorkspaceLicensingServiceSKUs

• MasterChecklistforAttaching Application Support to Cisco Solutions

• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

41< >


Objection: My software is already covered, because I bought it as part of my hardware configuration.

Response: In general, this is not the case.

• Whenbothhardwareandsoftwareareoffered,customers must purchase both hardware and software support services to have comprehensive coverage.Forexample,CiscoUnifiedCommunications solutions require a hardware servicecontractaswellasbothCiscoUnifiedCommunications Essential Operate Service for SoftwareandCiscoUnifiedCommunicationsSoftware Subscription for application support.

• Inmostcases,CiscoSMARTnetServicedoesnot cover application software. Cisco SMARTnet Service covers hardware and operating system software.

• CiscoSoftwareApplicationServiceshelpcustomers fill in support gaps by offering maintenance releases and patches; minor update releases; and, for select plans, major software upgrade releases. For example, products such as Cisco Secure Access Control Server require Cisco SMARTnet Service on the hardware and Cisco Software Application Support on the software application.

Objection: I only need services on an appliance or applications.Licensesdonotneedmaintenance.

Response: Most Cisco software products combine the software application license and user licenses as a single purchase. Associated services are typicallyofferedastechnicalsupport(forexample,CiscoSoftwareApplicationSupportorCiscoUnifiedCommunications Essential Operate Service for Software)andsoftwareupgrades(forexample,CiscoSoftwareApplicationSupportplusUpgrades*orCiscoUnifiedCommunicationsSoftwareSubscription).

• Notethatsoftwareupgradesaredistinctandarerequired for customers to upgrade their software.

• Incaseswherethenumberofuserlicensesvaries, the associated level of technical support or software upgrade is required.

• Inotherwords,ifthenumberoflicensesin-creases, the level of support must be upgraded as well.

• UsetheCiscoServiceFindertooltoidentifytheappropriate level of coverage.

* Cisco Software Application Support plus Upgrades includes Technical Support plus major upgrades.

Appendix

In This Section




• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

42< >


Objection: I do not think that updating or upgrading operating system software is necessary.

Response: Cisco operating system software is a part of each Cisco hardware device that a customer purchases(andislicensedtouse)andprovidestheplatform upon which all Cisco applications can run. Cisco OS software not only provides end-to-end network security, but spans multiple technology areas, such as security, voice, high availability, IP telephony, IP multicast, IP addressing, IP mobility, MultiprotocolLabelSwitching(MPLS),andVPNs.

• ArecentPrognosticssurveyshowsmorethan75percent of Cisco customers choose to upgrade network software functionality at least once a year to meet changing business requirements.

• Inaddition,Ciscoprovidescontinuousimprovements to operating system software—over 900 features have been incorporated into OS software since its original version.

• Keepingoperatingsystemsoftwareuptodateadds functionality and enhances performance, in many cases without the need to purchase or add new hardware.

Objection: I do not see the value or benefit of supporting or paying extra for applications support.

Response: Service coverage for software applications allows customers to operate software successfully and protects their investment.

Emphasizethefactthatawarrantydoesnotcoverupdates or upgrades to the application software, nordoesitprovidespecializedtechnicalassistance.

• Askcustomersiftheyhavein-housetechnicalsupport personnel who can provide applications support 24 hours a day, 365 days a year.

• Ciscosupportandexpertisecancomplementin-house resources with technical specialists who are specifically trained to support software applications, thereby speeding the time to resolution.

• Otherbenefits,suchasregisteredaccesstoCisco.com, for example, can provide access to application-specific white papers, design and configuration information, troubleshooting tips, and bug toolkits to search for known defects in applications.

• Pointoutthatifcustomerswouldliketoupgradetheir applications in the future, and if they do not have valid application software coverage, then the cost of purchasing these upgrades can be far greater than the cost of renewing their service contract. Remind them that future additions to the network might not be compatible with current applications, which can result in unexpected additional costs.

Appendix

In This Section




• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

43< >


Objection: I can pay for time and materials if I need support from the Cisco TAC.

Response: This is not a viable alternative to a service contract.

• Timeandmaterialssupportprovidesphonesupport and return for exchange parts, but does not include software.

• Timeandmaterialssupportcanexceed$400/hour, not including the cost to exchange hardware.

• Timeandmaterialssupportisdesignedtoprovide emergency service and is not designed to be a replacement for a services contract.

• Timeandmaterialssupportisnotavailablein all areas.

Objection: I have Cisco SMARTnet Service; that is all I need.

Response: Cisco SMARTnet Service only provides coverage for hardware and operating system software.

• Thisservicecoverschassisforrouters,switches,appliances; hardware modules that use the chassis for power and operating system; Cisco operating systems or third-party operating system that run on the chassis; Cisco feature set

upgrades contained within the operating system; and Cisco feature licenses associated with functionality embedded in the Cisco operating system.

• CiscoSMARTnetServicedoesnotcoversoftwareapplications, user licenses, or content services.

• Remindyourcustomersthattheyneedapplication support for complete coverage.

Objection: I do not see why I need major application upgrades.

Response:Remind your customer that major software application upgrades expand application functionality.

Point out that if customers would like to upgrade their applications in the future, and if they do not have valid application software coverage, then the cost of purchasing these upgrades can be far greater than the cost of renewing their service contract.

Remind them that future additions to the network might not be compatible with current applications, which can result in unexpected additional costs.

Objection: I can buy application support later.

Response: The customer might be delaying the order. Many customers do this because they think

Appendix

In This Section



Sample Role Play Conversation

• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

44< >


that relying on the 90-day warranty will save them money until their equipment is actually deployed.

Point out that there are a number of risks associated with this:

• Networkdowntime

• WarrantydoesnotincludeaccesstoCiscoTAC,software updates, or hardware replacement

• Unintentionalviolationsofintellectualpropertypolicies

If your customer is having a cost issue, suggest Cisco Capital.

The Value of Services over WarrantyAll Cisco hardware and software products are covered by warranty for a minimum of 90 days. Some products have longer warranty coverage periods.SomeproductshaveaLimitedLifetimeHardwareWarranty(LLW)orEnhancedLimitedLifetimeHardwareWarranty(E-LLW).

It is a common misconception that a warranty can be used to resolve service issues because a warranty provides replacement for defective parts. However,iftheissueisn’tsimplyadefectivepart,then the warranty alone will not be enough to provide the coverage you need. Adequate access to the Cisco Technical Assistance Center, Cisco.com, and OS software updates are critical.

It is important that customers understand the fundamental differences between warranties and technical services to make an informed decision.

Cisco Technical Services such as Cisco SMARTnet Service provide more protection than a Cisco warranty,LimitedLifetimeHardwareWarranty,orEnhancedLimitedLifetimeHardwareWarranty.

Appendix

In This Section


• The Value of Services over Warranty


• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

45< >


Important talking points:

• OnlyselectCiscoproductsareavailablewithLLWorE-LLWwarranties.

• CiscoSMARTnetServiceprovidesanumberof hardware replacement options including nextbusinessday,8x5x4,24x7x4,24x7x2,andreturnforrepair.LLWoffershardwarereplacement shipped within 10 business days.9 E-LLWprovidesnextbusinessdayhardwarereplacement delivery.10

Appendix • CiscoSMARTnetServiceprovidesunlimitedTACaccess 24 hours a day, for all problem severity levels.LLWdoesnotincludeTACsupportand E-LLWprovidesTACaccessduringbusinesshours for first 90 days only.11

• CiscoSMARTnetprovidesOSsoftwareupdatesfor any licensed OS feature set including premium images. Warranty does not provide OS updates, however, updates for base IOS images on Cisco Catalyst products are provided through the Cisco Catalyst Software Policy.12

In This Section


• The Value of Services over Warranty


• CommonQuestions





• ImportantLinks

*IOS® Base maintenance updates and bug-fixes are entitled on Cisco Catalyst wiring closet switches through the software update policy. Warranty provides only that media is defect-free and the software substantially conforms to its published specifications.

Cisco Limited Lifetime Hardware Warranty Cisco Enhanced Limited Lifetime Hardware Warranty

Devices Covered Cisco® Catalyst®2960,2975,3560,3750,andExpress5xx Series SwitchesCiscoCatalyst3560-E,3750-E,4500,4500-ESeriesSwitchessold on or after May 1, 2009

CiscoCatalyst2960-S,3560-X,and3750-XSeriesSwitches

Warranty Duration As long as the original end-user customer continues to own or usetheproduct.(Fanandpowersupplyarelimitedto 5years.)

As long as the original end-user customer continues to own or use theproduct.(Fanandpowersupplyarelimitedto5years.)

HardwareReplacement Advance replacement shipped from Cisco within ten business days. Actual delivery time depends on customer location

Advance hardware replacement with next business day delivery where available. Otherwise, same day ship. Actual delivery time depends on customer location

TAC Support Not included 8x5 coverage during local business hours for basic configuration, diagnosis and troubleshooting of device level problems for up to a 90-day period

Cisco.com Access Guest access only to Cisco.com Guest access only to Cisco.com

IOSSoftwareUpdates UpdatesforBaseIOSimagesasdescribedinsoftwarepolicy*

Table 8.LLWComparedtoE-LLW

19 Advance replacement shipped from Cisco within ten business days. Actual delivery time depends on customer location. 10 Advance hardware replacement with next business day delivery where available. Otherwise, same day ship. Actual delivery time depends on

customer location.11 8x5 coverage during customer’s local business hours for basic configuration, diagnosis and troubleshooting of device level problems for up to

a 90-day period. 12 IOS® Base maintenance updates and bug-fixes are entitled on Cisco® Catalyst ® wiring closet switches through the revised software update policy.

Warranty provides only that media is defect-free and the software substantially conforms to its published specifications.

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

46< >


Sample Role Play ConversationThe following is a sample conversation to show how you can use multiple opportunities to tie application support to business value.

Salesperson: We have put together a proposal for a complete Cisco networking solution designed to meet your current business needs as well as enable your future networking plans. You will notice that the solution includes networking technologies, software applications, as well as the support services necessary to maintain both the hardware as well as the applications.

This complete solution provides you with the important capabilities you need and the application support services included make sure that:

• Yourapplicationsareavailable,functioning,andreliable

• Youcanresolvetechnicalissuesfasterwithaccess to application specialists

• Youcanbuildin-houseexpertisewithaccesstoonline resources

• Increaseapplicationfunctionalitywithmajorupgrade releases

Appendix Customer: The networking solution sounds great, and I guess I see the need for hardware support. After all, being able to call the TAC or get rapid hardware replacement is important, but I am not sure I understand why I need all these services for software applications.

Salesperson: One of your concerns was managing costs and keeping your business applications up and running as they are crucial to your ability to remain competitive.Let’stalkmoreabouthowtheseap-plications are tied to your business success. If these applications become unavailable or are not immedi-ately accessible, what is the effect on your business, your employee productivity, and your revenue?

Customer: I see your point. But I am not sure I can justify the additional cost. And how do I explain to my senior management that we need more than the basic warranty?

Salesperson: Make sure they know that a warranty only protects you from hardware defects or defects in the media on which the software is furnished. A warranty does not cover updates or upgrades to the applicationsoftware,nordoesitprovidespecializedtechnical assistance. If you and your management team are concerned about costs, consider the costs associated with your applications being unavailable.

In This Section



• Sample Role Play Conversation

• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

47< >


Remind them that time and materials is not a valid al-ternative to an application support contract. Time and materials support can cost as much as $400/hour and does not include application software support.

Customer: I see. That makes sense.

Salesperson: So we have talked about your busi-ness challenges and goals and how this proposal is a complete offer that hardware, software, techni-cal support, and the critical application support you need to maintain the speed and availability of your crucial applications. We have talked about how this proposaliscustomizedtohelpyouaddressyourchallenges. You had some concerns about costs that it seems like we have addressed. Do you have any additional concerns I can address before we discuss next steps?

Common QuestionsWhy do customers need application coverage if they bought it as part of their hardware configuration?

In general, application support is not included in a hardware service contract. Customers must purchase both hardware and application support to have comprehensive coverage. For example, CiscoUnifiedCommunicationsproductsrequireahardware service contract as well as both Cisco UnifiedCommunicationsEssentialOperateServiceforSoftwareandCiscoUnifiedCommunications

Software Subscription for software support. In most cases, Cisco SMARTnet Service does not cover application software. Cisco SMARTnet covers hardware and OS software. Cisco Application Support offerings help customers fill in support gaps by offering maintenance releases and patches, minor update releases, and for select plans, major software upgrade releases.

What kind of software support coverage does the Cisco warranty provide?

The Cisco warranty does not provide software support such as OS updates/upgrades, applica-tion updates/upgrades, or content subscriptions. Cisco’s software warranty ensures that the media on which the software is furnished will be free of defects in materials and workmanship under normal use, and the software substantially conforms to the documentation.

What is a product authorization key?

Some Cisco products require a license file to acti-vate the software. Typically the customer receives aproductauthorizationkey(PAK)uponpurchasinga product. The customer then registers the PAK and receives an email with the license informa-tion. Registration of a license key on the Cisco.com LicenseRegistrationpageenablesthecustomertoobtain enhanced functionality/features for a hard-ware/software product.

Appendix

In This Section



• Sample Role Play Conversation

• Common Questions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

48< >


What is the difference between OS and Cisco IOS Software?

The term “OS” refers to the general category of operating system software. Cisco provides different kinds of operating system software including CatOS Software, Cisco IOS® Software, and third-party operating system software.

Why is Cisco SMARTnet Service not enough?

Cisco SMARTnet Service only provides coverage for hardware and operating system software. Cisco SMARTnet Service covers:

• Chassisforrouters,switches,appliances

• Hardwaremodulesthatusethechassisforpowerand operating system

• Ciscooperatingsystemsorthird-partyoperatingsystem that run on the chassis

• Ciscofeaturesetupgradescontainedwithintheoperating system

• Ciscofeaturelicensesassociatedwithfunctionality embedded in the Cisco operating system

• CiscoSMARTnetServicedoesnotcoversoftwareapplications, user licenses, or content services.

How do I find out what services go with which products?

The best way to find out what services go with which products is to use the Cisco Service Finder tool at www.cisco-servicefinder.com to determine service availability for specific products and applications.

What is the difference between “software,” “feature set,” and a “software license”?

The term “software” can refer to a broad group of programs or content, including operating system software, application software, and content. A feature set is a set of functionality embedded within the operating system. A software license grants the right to use software for a particular term; the term can expire, requiring a user to renew the license. Software licenses unlike software and feature sets do not require updates or upgrades.

Cisco Unified Communications Tip SheetThe following tip sheet helps to define the processes in place and resources available to our partners when resolvingacustomerissuewithUnifiedCommunicationssoftware entitlement and software ordering.

Important Tips

• AlwayssellCiscoUnifiedCommunicationsSoftwareSubscription(UCSS)andCiscoUnified

Appendix

In This Section




• Common Questions





• ImportantLinks


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

49< >


yearCiscoUnifiedCommunicationsEssentialOperate Service for Software part numbers. For example, if your customer requires three years of CiscoUnifiedCommunicationsEssentialOperateServiceforSoftware,youshouldorder(3)timestheCiscoUnifiedCommunicationsEssentialOperate Service for Software part number.

• MultiyearCiscoUnifiedCommunicationsSoftwareSubscription offerings have distinct part numbers. If you are ordering a three-year subscription thenumber“3”willbepartoftheCiscoUnifiedCommunications Software Subscription Product ID(ex.L-UCSS-UCM-3-100).

Step 2:Ciscoshipsaproductauthorizationkeytothe “ship to” address listed on the Cisco Sales Order

• Yourcustomerwillreceiveaprintedcertificatetitled“CiscoUnifiedCommunicationsSoftwareSubscription.” The certificate arrives with registra-tion instructions, product description, and PAK.

• E-delivery of the PAK is available if you place the orderusingtheCiscoUnifiedCommunicationsSoftwareSubscriptioneDeliverySKUsthatbeginwithL-UCSS.

• ThePAKisalsothesameastheserialnumberlisted on the Cisco Sales Order which you can locate in the Cisco Status Tool when you select the “Display Serial Number” option. You can

Communications Essential Operate Service (ESW)forSoftwaretogether.

• UnifiedCommunicationsSoftwareSubscriptionscan be sold as a 1–2–3, or 5-year contract while CiscoUnifiedCommunicationsEssentialOperateService for Software can be purchased annually or as a multiyear agreement. Make sure that the terms for each are the same.

• WhensellingCiscoUnifiedWorkspaceLicensingmake sure your customers also buy three years ofCiscoUnifiedCommunicationsSoftwareSubscription up front and at least one year of CiscoUnifiedCommunicationsEssentialOperateService for Software. We strongly recommend thattheCiscoUnifiedCommunicationsEssentialOperate Service for Software term be congruent withCiscoUnifiedCommunicationsSoftwareSubscription.

Process For Enabling Service EntitlementStep 1:ThecustomerbuysCiscoUnifiedCommunications Software Subscription and Cisco UnifiedCommunicationsEssentialOperateServicefor Software and the partner places the order.

• Thecustomer’snameshouldbeplacedinthe“ship to” field.

• IfyouneedtoordermultiyearCiscoUnifiedCommunications Essential Operate Service for Software, order additional quantities of single

Appendix

In This Section




• CommonQuestions





• ImportantLinks

http://www.cisco.com/web/partners/tools/edelivery.html

http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

50< >


also search the serial number in Cisco Service Contract Center.

Step 3:RegisterandactivatetheCiscoUnifiedCommunications Software Subscription

• Gotohttp://www.cisco.com/go/license as soon astheCiscoUnifiedCommunicationsSoftwareSubscription PAK is received and the Cisco UnifiedCommunicationsEssentialOperateService for Software contract is active.

• TheCiscoUnifiedCommunicationsEssentialOperate Service for Software contract will need to be entered to link the two together.

• InstructionsareprovidedontheClaimCertificate.

• ThestartdateoftheCiscoUnifiedCommunications Software Subscription is the startdateoftheCiscoUnifiedCommunicationsEssential Operate Service contract or 90 daysfromtheshipdateoftheCiscoUnifiedCommunications Essential Operate Service, whichever is earlier.

Step 4: The contract is verified

• Onceentered,Ciscowillmanuallyverify the contract.

• Whenallinformationisobtainedandsufficientcoverageisdetermined,aCiscoUnifiedCommunications Software Subscription line item

Appendix willbeaddedtotheappropriateCiscoUnifiedCommunications Essential Operate Service for Software contract so the customer/partner can use the product upgrade process later to request major version upgrades.

Step 5: ValidateAvailabilityforUpgrade

• Oneweekafterregistrationthepartner/customershouldvalidateCiscoUnifiedCommunicationsSoftwareSubscription/CiscoUnifiedCommunications Essential Operate Service for Software using the Cisco Service Contract Center to make sure line items appear and are listed for the expected terms.

• Oncethatisvalidated,partner/customershouldreference the ProductUpgradeTool to make sure major upgrade options are present.

• Ifyouthinksomethingismissing,immediatelycontact your Services Account Manager for Cisco UnifiedCommunicationsEssentialOperateServicefor Software inquiries or ucss-support@external.cisco.comforCiscoUnifiedCommunicationsSoftware Subscription inquiries.

Step 6: The Customer Requests the Software

• Duringtheirsubscriptionperiodwhenthecustomer is ready to upgrade software, he/she goestotheProductUpgradeTool(PUT)andrequests the software.

In This Section




• CommonQuestions





• ImportantLinks

http://www.cisco.com/web/partners/services/resources/cscc/index.html

http://www.cisco.com/web/partners/services/resources/cscc/index.html


http://tools.cisco.com/gct/Upgrade/jsp/index.jsp



Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

51< >


to obtain the license file from an email message sent within two to four hours for the new software for the upgrade software version ordered through the upgrade tool.

Resources available for help and escalation can be found here:

URLs to Note Purpose

http://www.cisco.com/go/license Register and activate Cisco UnifiedCommunicationsSoftwareSubscription


ProductUpgradeTool(PUT)

http://www.cisco.com/go/license Obtain license to be used on software install

• ACiscoUnifiedCommunicationsSoftwareSubscription must have already been registered and activated using the above process.

• Softwaremediashipsin5–15days.

• Ifthedesiredupgradesarenotdisplayinginthe“ProductUpgradeTool,” contact [email protected] immediately.

Step 7:TheCustomerObtainstheLicenseFile

• Oncethesoftwareisreceived,thecustomercango to http://www.cisco.com/go/license to register the new upgrade PAK. This allows the customer

Appendix

Resources for Assistance

Alias Purpose To Be Used by

CustomerServices—US 18005536387 [email protected]

HandlesCiscoCustomerServiceProductUpgradeIssues. Partner Account Teams and Customers

CiscoUnifiedCommunicationsSoftwareSubscription Support Department

[email protected]

RequestassistancewithCiscoUnifiedCommunicationsSoftwareSubscriptionquotes.AnyissueswithCiscoUnifiedCommunicationsSoftwareSubscriptionregistrationorupgradeentitlement(CiscoUnifiedCommunicationsEssentialOperateServiceforSoftwareContract#&CiscoUnifiedCommunicationsSoftwareSubscriptionSO#Required.).

Partner Account Teams and Customers

CiscoLicensingDepartment

[email protected]

For temporary license keys that are needed before shipment; referencetheCiscoSO#generatedbytheupgradesteam/PUT.IfMACaddress(es)areaffected,thenpleaseincludetheaffectedMACaddress(es)alongwiththeSO#.


UpgradeTeam

[email protected]

For inquiries and escalations on shipment of major version upgrades. Partner Account Teams and Customers

CustomerService—18005536387 [email protected]

For expediting shipment of major version upgrades that have been orderedthroughPUT;referencetheSO#generatedbyPUTortheupgrade team.


In This Section




• CommonQuestions





• ImportantLinks









mailto:cs-support-us%40cisco.com?subject=


mailto:licensing%40cisco.com?subject=

mailto:mp-upgrades%40cisco.com?subject=

mailto:cs-support-us%40cisco.com?subject=

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

52< >


Cisco Unified Communications Soft-ware Subscription High-Level SKUs13

Product Description Part Number

CiscoUnifiedCommunicationsManager UCSS-UCM

CiscoUnifiedContactCenterEnterprise UCSS-CCE

CiscoUnifiedContactCenter UCSS-CCX

CiscoUnifiedMeetingPlace UCSS-MP

CiscoUnifiedMeetingPlaceExpress UCSS-MPE

CiscoUnifiedMeetingPlaceExpressVT UCSS-MPE

CiscoUnity UCSS-UNITY

CiscoUnityConnection UCSS-UNITYCN

CiscoUnityContactCenterHosted UCSS-CCH

CiscoUnifiedMobilityManager (orderedasspares)

CiscoUnifiedPresence UCSS-CUPS

CiscoUnifiedPersonalCommunicator UCSS-UPC

Cisco Emergency Responder (orderedasspares)

CiscoUnifiedApplicationServer UCSS-UAS

CiscoUnifiedIntelligentContact ManagementHosted

UCSS-ICMH

Cisco IP Interactive Voice Response UCSS-IPIVR

CiscoUnifiedPhoneProxy UCSS-UPP

CiscoUnifiedCustomerVoicePortal UCSS-CVP

CiscoUnifiedCommunicationsSoftwareSubscriptionforCiscoUnifiedWorkspaceLicensing

UCSS-UWL

CiscoUnifiedCommunicationsSoftwareSubscriptionforCiscoUnifiedCommunicationsManager Business Manager

UCSS-CUCM-BE

CiscoUnifiedCommunicationsSoftwareSubscription for Intelligent Contact Management Enterprise

UCSS-ICME

CiscoUnifiedCommunicationsSoftwareSubscription for Cisco Customer Voice Portal Audium

UCSS-CVPAD

CiscoUnifiedCommunicationsSoftwareSubscriptionforCiscoUnifiedMediaEngine

UCSS-UME

CiscoUnifiedBusinessandDepartment Attendant Console

(orderedasspares)

Appendix Cisco Unified Workspace Licensing Service SKUsThe following table provides a mapping of product andserviceSKUsforCiscoUnifiedWorkspaceLicensing.

Product SKU Service SKU Number of Users

Cisco Unified Workspace Licensing Entry

LIC-UWL-ENTRY1 CON-ESW-UWLETD1 Under1000

LIC-UWL-ENTRY1K CON-ESW-UWLETD1K 1000-9999

LIC-UWL-ENTRY10K

CON-ESW-UWLETD10K 10000+

Cisco Unified Workspace Licensing Standard

LIC-UWL-STD1 CON-ESW-UWLST1 Under1000

LIC-UWL-STD1K CON-ESW-UWLST1K 1000-9999

LIC-UWL-STD10K CON-ESW-UWLST10K 10000+

Cisco Unified Workspace Licensing Professional

LIC-UWL-PRO1 CON-ESW-PR1 Under1000

LIC-UWL-PRO1K CON-ESW-PR1K 1000-9999

LIC-UWL-PRO10K CON-ESW-PR10K 10000+

13 MoreCiscoUnifiedCommunicationsapplicationsmightbeaddedinthefuture.CiscoUnifiedCommunicationsManagerExpressandSRSTarenotcoveredunderCiscoUnifiedCommunicationsSoftwareSubscription;existing service remains the same.

In This Section




• CommonQuestions





• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

53< >


Master Checklist for Attaching Application Support to Cisco Solutions

When selling Cisco solutions that consist of software applications only such as CiscoWorks or Cisco Operations Manager, sell:

Cisco Software Application Support OR

CiscoSoftwareApplicationSupportplusUpgrades14

WhensellingCiscoUnifiedCommunicationssolutionssuchasCiscoCommunicationsManagerandCiscoEmergencyResponderthatconsist of software applications only, sell:

CiscoUnifiedCommunicationsEssentialOperateServiceforSoftwareAND

ACiscoUnifiedCommunicationsSoftwareSubscriptiontoprovideaccesstoapplicationupgrades

WhensellingCiscoUnifiedCommunicationssolutionsthatincludebothsoftwareapplicationsandhardwaresuchasCiscoCommunicationsManagerExpressorCiscoUnityExpress,sell:

Cisco Software Application Support OR

CiscoSoftwareApplicationSupportplusUpgradesAND

Cisco SMARTnet Service15

WhensellingCiscoUnifiedCommunicationsManagerBusinessEditionorCiscoUnifiedPhoneProxy,sell:

CiscoUnifiedCommunicationsEssentialOperateServiceAND

ACiscoUnifiedCommunicationsSoftwareSubscriptiontoprovideaccesstoapplicationupgrades

When selling Cisco Video, Cisco Intrusion Prevention Systems, or Cisco TelePresence conferencing, sell:

The comprehensive solution designed for each offering, which provides full coverage for both hardware and software applications:

Cisco Video Support Service

Cisco Services for Intrusion Prevention Systems

Cisco TelePresence Essential Operate Service

14SASUprovidesthesamefeaturesasSASplusmajorapplicationsoftwareupgrades.15 CiscoUnifiedCommunicationsManagerBusinessEditionandCiscoUnifiedPhoneProxyrequireCiscoUnifiedCommunicationsEssentialOperateService,whichprovidescoverageforboththehardwareandapplications,alongwithUCSS,whichprovidesaccesstosoftwareupgrades.

Appendix

In This Section




• CommonQuestions




• Master Checklist for Attaching Application Support to Cisco Solutions

• ImportantLinks

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

54< >


Important LinksCisco Services Accelerate Program www.cisco.com/go/accelerate

Cisco Application Support www.cisco.com/web/partners/services/programs/support/index.html

Cisco Software Application Support www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet0900aecd803f3d9f.pdf

CiscoSoftwareApplicationSupportplusUpgrades www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet0900aecd803f3d93.pdf

CiscoUnifiedCommunicationsEssentialOperateServiceforSoftware www.cisco.com/en/US/services/ps2961/ps2664/services_data_sheet0900aecd8042826b.pdf

CiscoUnifiedCommunicationsSoftwareSubscription http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ ucss_ordering_guide_nov2010.pdf

CiscoUnifiedCommunicationsSoftwareSubscriptionAvailability www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/ucss_availability.html

Cisco Video Software Support Service www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet_videosoftware.pdf

Cisco Services for Intrustion Prevention Systems www.cisco.com/en/US/partner/products/ps6076/serv_group_home.html

CiscoUnifiedCommunicationsEssentialOperateService www.cisco.com/en/US/services/ps2961/ps2664/services_data_sheet0900aecd8042826b.pdf

Cisco TelePresence Essential Operate Service www.cisco.com/en/US/services/ps2961/ps7072/services_data_sheet0900aecd80557f72.pdf

Appendix

In This Section




• CommonQuestions





• ImportantLinks


http://www.cisco.com/web/partners/services/programs/support/index.html

http://www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet0900aecd803f3d9f.pdf



http://http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ ucss_ordering_guide_nov2010.pdf

http://http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ ucss_ordering_guide_nov2010.pdf

http://www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/ucss_availability.html

http://www.cisco.com/en/US/services/ps2827/ps2993/services_data_sheet_videosoftware.pdf




Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

55< >


Cisco Smart Care Service www.cisco.com/en/US/partner/products/ps7343/serv_group_home.html

CiscoUnifiedWorkspaceLicensing www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/workspace_licensing.html

Cisco Service Finder www.cisco-servicefinder.com

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

CiscoUnifiedCommunicationsServicesOrderingGuide http://www.cisco.com/en/US/services/ps2961/ps2664/services_overview_uc_ordering_guide.pdf

CiscoUnifiedCommunicationsSoftwareSubscriptionOrderingGuide http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ ucss_ordering_guide_feb10_v6.pdf

CiscoUnifiedCommunicationsSoftwareSubscriptionSupportTeam [email protected]

CiscoWorksLANManagementSolutions www.cisco.com/en/US/partner/products/sw/cscowork/ps2425/tsd_products_support_series_home.html

CiscoProductUpgradeTool http://tools.cisco.com/gct/Upgrade/jsp/productUpgrade.jsp

CiscoSoftwareLicensingTeam [email protected]

Appendix

In This Section




• CommonQuestions





• ImportantLinks


http://www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/workspace_licensing.html


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


http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ucss_ordering_guide_feb10_v6.pdf

http://www.cisco.com/web/partners/downloads/partner/WWChannels/technology/ipc/downloads/ucss_ordering_guide_feb10_v6.pdf


http://www.cisco.com/en/US/partner/products/sw/cscowork/ps2425/tsd_products_support_series_home.html

http://tools.cisco.com/gct/Upgrade/jsp/productUpgrade.jsp

mailto:licensing%40cisco.com?subject=

Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

56< >


ProductUpgradeToolTeam [email protected]

Cisco Commerce Workspace https://cisco-apps.cisco.com/cisco/psn/commerce

Cisco Pricing Tool https://tools.cisco.com/qtc/pricing/MainServlet

SCCforIndirectResellersandDistributors(SMS3) www.cisco.com/web/services/ordering/sms3/index.html

Cisco Dynamic Configuration Tool https://apps.cisco.com/qtc/config/jsp/configureHome.jsp

Cisco Ordering Root Page www.cisco.com/en/US/partner/ordering/index.shtml

Cisco Multiline Configuration Tool https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_CONFIG_SET&EMP=COMPANY

Cisco Ordering Tool https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_NETWORKING_PRODUCTS_NEW_OT

Cisco Service Contract Center www.cisco.com/web/services/ordering/cscc/index.html

Cisco eDelivery Program www.cisco.com/web/partners/tools/edelivery.html

Cisco Ordering Status Tool http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen

CiscoProductLicenseRegistration www.cisco.com/go/license

Appendix

In This Section




• CommonQuestions





• ImportantLinks

mailto:mp-upgrades%40cisco.com?subject=

https://cisco-apps.cisco.com/cisco/psn/commerce

https://tools.cisco.com/qtc/pricing/MainServlet

http://www.cisco.com/web/services/ordering/sms3/index.html

https://apps.cisco.com/qtc/config/jsp/configureHome.jsp

http://www.cisco.com/en/US/partner/ordering/index.shtml

https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_CONFIG_SET&EMP=COMPANY

https://apps.cisco.com/qtc/order/IPCEntranceServlet?ipc_store=CISCO_NETWORKING_PRODUCTS_NEW_OT

http://www.cisco.com/web/services/ordering/cscc/index.html

http://www.cisco.com/web/partners/tools/edelivery.html

http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen


Appendix Appendix

Ordering Cisco

Application Support

Ordering Cisco

Application Support



Cisco Application

Support Offerings


Software Support

The Opportunity


ContentsForeword

57< >


Cisco Product Warranties www.cisco.com/en/US/partner/products/prod_warranties_listing.html

Performance Metrics Central www.cisco.com/go/pmc

PerformanceMetricsCentralNewUserTraining http://forums.cisco.com/ecom/web/pmc/supportarticles/-/kb/221750

PerformanceMetricsCentralPartnerUserGuide http://forums.cisco.com/ecom/c/document_library/get_file?p_l_id=12466&folderId=189609&name=DLFE-2702.pdf

Performance Metrics Central Tip Sheet http://forums.cisco.com/ecom/c/document_library/get_file?p_l_id=12466&folderId=189609&name=DLFE-3301.pdf

Appendix

In This Section




• CommonQuestions





• ImportantLinks

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


http://forums.cisco.com/ecom/web/pmc/supportarticles/-/kb/221750

http://forums.cisco.com/ecom/c/document_library/get_file?p_l_id=12466&folderId=189609&name=DLFE-2702.pdf




C11-583584-03US0112

Americas HeadquartersCisco Systems, Inc.San Jose, CA

Asia Pacific HeadquartersCisco Systems (USA) Pte. Ltd.Singapore

Europe HeadquartersCisco 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.

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

sales playbook attaching cisco application support … playbook provides an introduction to software...

Documents