Cisco Services · 2 Cisco Services. Making Your Business Work Smarter. Warranty & Service Contract Smart Service innovation Service SKU Ordering TAC Process & RMA

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

Cisco Services “Leveraging Cisco Support Services Capabilities”

Chanamate Pitakworachote (Gio)

Smart Service Consultant

Email : [email protected]

2

Cisco Services. Making Your Business Work Smarter.

Warranty & Service Contract

Smart Service

innovation

Service

SKU Ordering

TAC

Process & RMA

Cisco Confidential 4 © 2013-2014 Cisco and/or its affiliates. All rights reserved.

Reactive Model

Responding to problems as they arise, resulting in costly redundancies and overinvestment in human resources

Proactive Model

Relies on awareness

capabilities to detect

potential problems and

analytical capabilities to

predict damage before it occurs

Reactive

Incident-

Based

Services

Proactive

Support

Services

Delivery:

Self Support

Field Support

Remote

Support

Community

Delivery:

Intellectual Capital

Instrumentation

Software

Automation

Analytics

Forrester: “Smart services will become increasingly important to enterprises as more and more business and IT activities move into the cloud and onto the network.”

The Market is Transitioning


Warranty & Service Contract

8


Warranty Service Contract*

24/7 TAC access No Yes

OS updates and upgrades No Yes

Application software updates and upgrades

No Yes

Online technical resources No Yes

Hardware replacement in as little as 2 hours*

No Yes

Proactive diagnostics and alerts No Yes

Renewable contracts No Yes

*Subject to terms and conditions in the service contract

Visit our Service Finder to find the appropriate support service for your Cisco products. To find the specific warranty for your product, visit the Cisco Warranty Finder.

See a detailed Comparison: Services vs Warranty.

Service Contract vs Warranty

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

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

http://www.cisco.com/en/US/prod/cisco_serv_to_warranty_comp_0509.pdf




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DOA, Warranty & Advance HW Replacement

Dead-on-Arrival Warranty Service Contract

Pre-requisite Separate from warranty service contract (Service level don’t apply)

No service contract Active service contract

Definition New product that fails at initial power-up within 1st 90 days.

Product that fails during warranty period*

Product that fails during service contract coverage period

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

Refurbished or functionally equivalent to new

Source Manufacturing plant US depot/manufacturing Local depot

Delivery Manufacturing lead time** Ships within 10 Business Days** 8x5xNBD, 8x5x4, 24x7x4, 24x7x2 (Optional Onsite)

Entitled party Customer/Partner who purchased directly with Cisco

Customer/Partner who purchased directly with Cisco

Service Contract owner (Customer) Cisco.com ID association to service contract is required.

Customs Taxes & Duties

Consignee Consignee Cisco

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

** Subject to local customs clearance

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



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DOA and Warranty Entitlement:

• Products must have been purchased directly from Cisco.

• Hardware replacement only.

Entitled parties to process DOA or Warranty Claims:

Cisco Tier-1 Partners

Cisco Distributors

Bill-to entity on the product registration.

If Product Fails at initial power-up within 1st 90 days from Ship date.

DEAD-ON-ARRIVAL (DOA)

Separate from any Cisco Warranty or Service Contract/Program.

Brand New Parts (made-to-order)

Sourced from Cisco Manufacturing (Manufacturing Lead Time Apply)

No Service Levels

1st 30 days

1st 60 days

1st 90 days

Product Ships Day Zero (0)

If Product Fails during Warranty Period. NO ACTIVE Service Contract.

WARRANTY

Product Warranty Period varies.

Parts can be refurbished or equivalent.

Sourced from US Service Depot/Manufacturing.

RTF or Ships from 10 Business Days (consignee agree to Duties & Taxes)

Warranty Finder Tool: http://www.cisco-warrantyfinder.com/

Warranty Periods and Programs vary across different Cisco Products Cisco 90-Day Limited HW Warranty

1st 30 days

1st 60 days

1st 90 days

Products Ordered




© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11

Start, Activation, End, Expiry

Service Contract

RENEWAL Notification

Service Contract

START Date

30 day ACTIVATION

1st month (1st 30 days)

Service Contract Status: ACTIVATION

• 30days Contract Activation Lead time.

(Administrative and System Registration)

• Inventory is initiated for the Svc Depots

• Contract Number is released

Services Entitlement

TAC (24x7) via Phone

RMA ship 30days from Contract

Start Date

Access to Cisco Software

Access to Cisco.com

1st

month

Service Contract

END Date

OVERDUE

Service Levels

Apply

2nd month to 12th month

Service Contract Status: ACTIVE

• Service Levels Apply (NBD,

4Hrs, or onsite)

Services Entitlement

TAC (24x7)

Advance HW

Replacement/RMA

Access to Cisco Software

Access to Cisco.com

2nd

month

3rd

month

4th

month

5th

month

6th

month

7th

month

8th

month

9th

month

10th

month

11th

month

12th

month

13th month

Contract Status: OVERDUE

Extended Service Entitlement

Access to TAC, Advance HW

replacement, SW download and

Cisco.com

13th

month

Service Contract

EXPIRED

14th month

Contract Status: EXPIRED

NO Service Entitlement.

Service Depot inventory

coverage is released.

14th

month

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13


Cisco Technical Services

Collaborative Services

(Partner Brand)

• Service offerings sold only to partners

• Technical Issue : Customer has to open a case with partner. Partner can open the case with Cisco if they have a contract with Cisco

• Spare Parts: support by partner

Cisco Branded Services

(Cisco Brand)

• Service offerings sold through partners

• Ready-for-Resale to Partner for Customer

• Technical Issue: Customer work directly with Cisco or Partner work on behalf of customer.

• Spare Parts: 100 % cover under Service Contract

14


PARTNER-LED ( COLLABORATIVE)

CUSTOMER-LED ( CISCO BRANDED)

SMART CARE *Select partner above

Partner Share Support *only direct partner (Tier-1)

SMARTnet SMART Net Total Care

Cisco Confidential

Be Bold with Smart!

Expand to

deliver higher

ongoing value

Move your

customer now

from SMARTnet

to a Smart

Support Service

Compliance &

Configuration

Management

[CMCS]

Analytics and

Modeling

[CAND]

Architecture

Optimization

[NOS]

Smart Support Services

Smart Net

Total Care

Smart

Care

Partner Support

Service

17


Integrated Solutions for SMARTnet Support

Innovative system and application software and IT-related support that helps maximise your technology investment

SM

Software Support

Increases your self-sufficiency and productivity with registered access to online tools and resources

net

Cisco.com

Supplements your in-house staff with access to highly-trained network and application software engineers and R&D engineers

T

Cisco® TAC

Flexible and responsive hardware replacement support that helps maximise your operational reliability

AR

Advance Hardware

Replacement


Online Technical Resources

19


Cisco.com Technical Support

20


Over 80% of all support issues are solved online

Cisco.com Technical Support

21


Personalize your view to fit your needs and find content quickly

Enables social networking

opportunities

Multiple expert communities with discussion forums, chat, survey tools,

blogs and more

Rating posts and marking questions as

answered enables peer-driven solutions

Cisco engineers host interactive webcasts, which are archived on

YouTube

Access Cisco support

through new iPhone app

Cisco Support Community

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

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• A contract SKU (Stock Keeping Unit) is what the partner needs to order in the Cisco ordering tool to cover a device under a Cisco service. SKUs are UNIQUE and will typically consist of:

1. Con

This means the partner is ordering a contract and NOT a device or anything else

2. GSP (Global Service Parts)

This indicates the program to which the contract belongs and the coverage type One example of a Smart Care GSP is SCN. SCN = Smart Care at NBD

3. PID This indicates the product ID of the device being covered


A x B x C Hour Day Delivery

Time


• N = NBD

• E = Exclusive 8x5x4

• P = Premium 4-hour

• O= Premium Onsite

• A= Advanced

• I= IPS


CISCO SERVICE SKU Service SKU

Service Level TAC Access RMA Delivery OS Updates

and Upgrades

Software Application

Support

Cisco.com access

Onsite SMBS SNT SNTC SC

8x5xNBD Business hours (8 a.m.–5 p.m.)

Next Business Day

Yes No Yes No SMBS SNT NSNT SCN

8x5x4 Business hours (8 a.m.–5 p.m.)

4 Hour Yes No Yes No - SNTE NSTE -

24x7x4 24 x 7 access 4 Hour Yes No Yes No - SNTP NSTP SCP

24x7x2 24 x 7 access 2 Hour Yes No Yes No - S2P NS2P -

Onsite 8x5xNBD

Business hours (8 a.m.–5 p.m.)

Next Business Day

Yes No Yes No - CS NCS -

Onsite 8x5x4

Business hours (8 a.m.–5 p.m.)

4 Hour Yes No Yes Yes - C4S NC4S -

Onsite 24x7x4

24 x 7 access 4 Hour Yes No Yes Yes - C4P/OSP NC4P SCO

Onsite 24x7x2

24 x 7 access 2 Hour Yes No Yes Yes - C2P NC2P -

Software Applicationt

24 x 7 access - - Yes Yes No - SAS NLAS SCS1

Software App Plus Upgrade

24 x 7 access - - Yes plus Upgrade Yes No - SAU NLAU SCU1

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

How to mapping the contract number with CCOID

1. Login to Cisco.com with the CCOID then click the Account menu on the top right side.


2 . Click Profile Management Menu.


Add service contract numbers to profile for support access

https://tools.cisco.com/RPF/profile/additional_csm_contracts.do


The contract number will updated in the system 6 hrs after he mapping with the CCOID.

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved.


- Go to www.cisco.com

- Upper right corner, Click on the My Cisco and then login

- Or go to direct URL : http://cisco-apps.cisco.com/cisco/psn/web/workspace

- Click on “Add Module”

- Select “Add to My Cisco” under

Customer Service Central panel

http://www.cisco.com/

http://cisco-apps.cisco.com/cisco/psn/web/workspace





- You’ll get a portal for Customer Service Central at the top of Workspace

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved.


- Click on the Open a Case tab in Customer Service Central.

- Select the category combination of the case you would like to open

- There will be two to three levels of categorization to select when creating a

case. Occasionally, there will be an additional dynamic question to provide

greater clarity about your request.

Category 1

Category 2

Category 3


Cisco Technical Assistance Center

38


Providing superior, globally consistent services

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

24-Hour Hardware Replacement coverage

Global Centre

Satellite Centre

Regional Centre

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Phone

Email & Chat

Support Communities

CIN Service

request handling

Service level severity

Tech description

Contact details

Continuous improvement

Email Reply or Call-back

Live Handoff

Direct

Direct

Peer-Assisted

De

ve

lop

me

nt T

ea

ms

Routing

Switching

Mobile, Wireless, WiMAX

IP Telephony, Voice, Call Center

Video, Cisco TelePresence

Optical

Storage Area Networks

Unified Computing

Security

Systems Management

TAC Technology Expertise

TAC Service Request

Tool

Smart Call Home

Opening a Service Request

40


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

ASIA PACIFIC: +61 2 8446 7411

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

Open any service request via [email protected] or chat

Automated diagnostic capabilities creates a service request

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

Phone

Email & Chat

Support Communities

TAC Service Request

Tool

Smart Call Home

Opening a Service Request

41


Request Prioritisation

Impact to Network

Impact to Business

High

Low High

Severity 1

Severity 2

Severity 3

Severity 4

Severity Levels

Service Request Prioritisation

42


Request Prioritization

Severity 1 Production network down Critical impact to business operations

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

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

TAC will provide Daily Updates Severity 3 Network functionality degraded

Business operations noticeably impaired Cisco and customer in frequent contact

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

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

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

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

Impact to Network

Impact to Business

High

Low High

Sev 1

Sev 2

Sev 3

Sev 4

Service Request Severity Level

43


WebEx Network (internet)

Customer Network (Private) 1. TAC initial WebEx session

2. TAC join WebEx voice bridge

2. TAC send meeting number to customer

3. Customer join the web meeting

3. Customer join WebEx voice bridge

4. Customer connect to local network

5. Customer share the application and let TAC take control

Cisco.com Software Support

Cisco TAC Remote Management

Advance Hardware

Replacement

Proactive Alerts

44


44

Check via Cisco.com Service Request Query tool

Go to Cisco.com>Support

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

Contact the TAC engineer (email/phone)

TAC engineer’s contact details are indicated on their

email signature

Contact the TAC Centre (email/phone)

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

Monitoring TAC SR Progress

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







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










45


Not sure that your Service Request is

getting an appropriate level of attention?

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

TAC Duty Manager.

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

for the Cisco TAC Duty Manager.

The Cisco TAC Duty Manager will assess the problem & if

necessary, engage the Cisco TAC Manager or the Cisco

TAC Engineer who owns the Service Request.

TAC Service Request Escalation


Advance Hardware Replacement

Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 47

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

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

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

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

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

Service Availability Matrix

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

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

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

Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 48

Service Availability Matrix – Non-compliant part

Documents

Cisco Services · 2 Cisco Services. Making Your Business Work Smarter. Warranty & Service Contract Smart Service innovation Service SKU Ordering TAC Process & RMA