service access management tool overview – contract numbers

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This presentation provides a general overview of using the Service Access Management Tool to manage Cisco service access.

Access to services can be managed by Bill to ID (Partner) and/or Contract Number (End Customer).

Access to Cisco Service Contract Center (CSCC) is not managed by this tool. CSCC information can be found here:

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

CSCC is used for service contract management, whereas the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

Service Access Management Tool Overview – Contract Numbers




What is the Service Access Management Tool?

• The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both.

Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services*

* Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.


Using Contract Number Enables Administrators to place

Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services

When a new service Contract is purchased, it must be manually added to Cisco.com profiles

Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts

Service Access Management Using Bill to ID vs. Contract NumberUsing Bill to ID• Enables Administrator to identify

which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services

• If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support

• When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support

• Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly


Service Access Management ToolContract Number - Features

Add Contract Numbers to Cisco.com profiles (individuals can obtain Cisco services)

Delete Contract Numbers from Cisco.com profiles (individuals cannot obtain Cisco services)

Block Contract Numbers in a Cisco.com profile (a specific individual cannot have them added to his profile)

Unblock Contract Numbers in a Cisco.com profile (an unblocked individual can now have them added to his Cisco.com profile)

Lock Contract Numbers so that only an Administrator who manages the Contract Numbers can add them to a Cisco.com profileUnlock Contract Numbers so that Cisco can add them to Cisco.com profiles

Administrators can perform the following actions:

Unlock

Lock

Block

Delete

Add

Unblock


Service Access Management ToolContract Number Admin - Features (cont.)

Action Recipient

Cisco adds an administered Contract Number to a Cisco.com profile

All Administrators of that Contract Number

A Contract Number is added, deleted, blocked, unblocked, locked, or unlocked using the tool

All Administrators of that Contract Number

Any action is taken on the individual’s Cisco.com profile by an Administrator An Individual

Automated emails are generated when the following actions are completed:


Contract Number - Difference Between Block and Lock

Lock• Locking prevents a Contract Number from being added

by Cisco to any Cisco.com profile (an Administrator can still add the Contract Number to an individual)

• This action might occur if the Partner/Customer has a dedicated support team and only those people should be allowed to obtain Cisco services

#

Block Blocking a Contract Number from an individual’s

Cisco.com profile prevents that Contract Number from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco

This action might occur if someone leaves the Administrator’s company or department and repeatedly calls in for contract association / support.


Manage by Number - Using Contract Number

Click on a link to go to that area of

the guide.

Using Contract Number: Manage by Number

• If you are a SAMT Admin managing service access by Contract Number, the Manage by Number screen is the first one you will see when you login. This screen displays a list of all the Contract Numbers that are in your Cisco.com profile and are able to manage using the Service Access Management Tool.

• If you cannot see a Contract Number you want to manage in SAMT, send an email to [email protected] with your Cisco.com ID, the Contract Number(s).

• Note: Block prevents a Contract Number from being re-added to a specific individual. Locking a Contract Number prevents Cisco from adding that Contract Number to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked Contract Number to Cisco.com profiles.


Contract Number - Manage by Number

The Manage by Numberscreen allows you to:Enter a single

Contract Number you administer and select an Action.

The Actions you can select are:

Note: You cannot see a Contract Number in the tool unless that number is in your Cisco.com profile and you are set up to manage it.

Or, choose a single Contract from a list of all Contracts that you administer and select an Action.

Add Contract NumberDelete Contract

NumberBlock Contract

NumberUnblock Contract

Number


Manage by Name - Contract Number


the guide.

Using Contract Number: Manage by Name

• If you are a SAMT Admin managing service access only by Contract Number (not BID) the Manage by Name screen displays all the individuals who have at least one Contract Number in their Cisco.com profile that is the same as a Contract Number in your Cisco.com profile.

• Note: Block prevents a Contract Number from being re-added to a specific individual. Locking a Contract Number prevents Cisco from adding that Contract Number to any individual. Only a Service Access Management Tool Administrator will be able to add a Locked Contract Number to Cisco.com profiles.


Contract Number - Manage by Name

The Manage by Numberscreen allows you to:Enter a single

Contract Number you administer and select an Action.


Note: You cannot see a Contract Number in the tool unless that number is in your Cisco.com profile and you are set up to manage it.


Add Contract NumberDelete Contract NumberBlock Contract NumberUnblock Contract

NumberModify Expiry date


Mange by Group - Using Contract Number


the guide.

Using Contract Number: Manage by Group

• If you are a SAMT Admin managing service access by Contract Number, the Manage by Group screen is what you will see if you click on the "Manage by Group" tab. On this screen you can create a group of individuals and add Contract Numbers to all of them at the same time. You can also make modifications to groups.


Contract Number - Manage by Group

The Manage by Groupscreen allows you to:

Create a New Group

Add individuals or Contract Numbers to the group

Delete individuals or Contract Numbers from the group

Rename the groupDelete the group

Or, choose an existing group and select:


Lock/Unlock - Using Contract Number


the guide.

Using Contract Number: Lock/Unlock Contract Numbers

• If you are a SAMT Admin managing service access by Contract Number, the Lock/Unlock screen is what you will see if you click on the "Lock/Unlock" tab. This screen displays a list of all the Contract Numbers that are in your Cisco.com profile and are able to manage using the Service Access Management Tool.


Contract Number - Lock/Unlock

Enter one Contract Number that you Administer and select an Action.

Or, choose one or many contract numbers.

Lock Contract Number(s)

Unlock Contract Number(s)


The Lock/Unlockscreen allows you to:


The Manage by Numberscreen allows you to:

Enter a single Contract Number you administer and select an Action.


You can choose a contract and select one of the following Actions Grant software access Revoke software access Update software access

expiry date

SAMT –Manage by Number Granting Software Access


Administration – Using Contract Number


the guide.

Contract Number: Administration

• If you are a SAMT Admin managing service access by BID, the Administration screen is what you will see if you click on the "Administration" tab.


Contract Number - Administration

Obtain ReportsOpen Profile Manager in

order for the Administrator to perform/request updates to his profile

Inform Cisco about individuals who have left the company

Inform Cisco about individuals who are obtaining support and may not be authorized

Register a new individual to obtain a Cisco.com ID

The Administration screen allows you to:

service access management tool overview – contract numbers

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