•Proactivedevice-leveldiagnostics,alerts,andremediationadviceforCiscoSmartCallHome-enabledproductshelpyoudetectandmitigateissuesfaster

•EmailalertnotificationsprovidedetaileddeviceandIPinfor-mationtonotifyyouofanyissuesinthecustomernetwork

•BusinessReportshelpsyoudemonstrateservicevaluetoyourcustomersandNetworkExceptionReporthelpsyoutracksupportactivitiesfornetworkmaintenance

Improving Partner Differentiation and ProfitabilityCiscoSmartCareServiceprovidesaplatformuponwhichyoucanbuildyourownvalue-addedservicestocreatecustomized,differentiatedofferings.Forexample,youcouldbundletheCiscoSmartCareServicewithpremiumlevelservicedeskoptions,full-serviceremotebackupanddisasterrecoveryplanning,orfull-serviceremotemonitoringandmanagementunderaservicelevelagreement(SLA).Youdeterminethetypeandfrequencyoftheservicesyouwilloffer,basedonyourcustomers’uniqueneeds.Evenifyoualreadyofferyourownremotemonitoringandnetworkassessmentservices,CiscoSmartCareServiceprovidesacomprehensiveplatformtomanageanddelivertheseservicesmoreefficientlyandcost-effectively.

DrawingonCiscotools,deliveryinfrastructure,andco-marketingresources,youcandevotelesstimeandefforttobasicremotemonitoringandmanagementfunctionsandfocusthoseresourcesondeliveringmoreadvancedandprofitableserviceofferings.

Elevator Pitch For CustomersApartnerserviceplanbasedontheCiscoSmartCareServiceoffersproactiveverificationthatyournetworkissecure,reliable,andfunctioningoptimallysothatyoucanimproveyouremployeeproductivityandcustomerresponsivenessandgetthemostfromyourtechnologyinvestments.Dependingontheplanyouchoose,theservicecancombinenetworkwidetechnicalsupportwithongoingnetworkanddevicemonitoringandproactivenetworkassessmentsthatincreaseyourvisibilityintonetworkhealthandsecurity,reducingthetimeandeffortrequiredtomakesureyournetworkisrunningefficiently.DeliveredbyyourlocalCiscocerti-fiedpartner,theservicecombinesthecomplementarystrengthsofCiscoanditscertifiedpartnerstoprovideyouwithanexcellentserviceexperience.

How Do I Qualify Customers For Cisco Smart Care Service?TheCiscoSmartCareServiceisdeliveredexclusivelythroughCiscocertifiedpartners.Targetcustomersusein-houseIT

What is the Cisco Smart Care Service?The Cisco® Smart Care Service is a unique collaborative service offering that provides Cisco certified partners with a proactive service platform that enables them to build upon Cisco networking expertise, methodologies, technical tools, and service infrastructure to create new customized services for their customers. The service provides you with many of the tools you need to provide your customers with ongoing remote monitoring, proactive network maintenance, and comprehensive technical support for the entire voice and data network—as well as add-on services designed and delivered by you—with a single service offering.

Components of the ServiceYoucanaccessallofthesetoolsandresourcesforyourpartici-patingcustomersthroughtheCiscoSmartCarecontrolpanel.Youcanevenofferahigh-levelviewofanonline,partner-brandeddashboardavailabletoyourcustomers.Asaresult,youcandeliveracomprehensivemaintenanceandsupportofferingfornetworksupto200networkweighteddevicesthatincludes:•Basicremotemonitoringandrepairofagrowingvarietyofqualifieddevicesandsoftwareapplications

•Periodicandsingle-useassessandrepairservicestoidentifypotentialnetworkhealthandsecurityissues

•Partner-deliveredtechnicalsupportforqualifiedCisconetworkfoundation,voice,andsecuritysolutionsthrougha singlenetworkwidemaintenancecontract

•Next-business-day(NBD)advancereplacement(8x5xNBD)ofqualifiedCiscodevices,withanoptiontoupgradeindividualdevicesto4-hourcoverage(24x7x4)

•ProactivenotificationstosimplifytheupdatingofCiscodevices

•ProactivenotificationsforPSIRTs,whicharecorrelatedwithIntelliShieldalerts

•IntrusionPreventionSystem(IPS)SignatureAssessandRepair*helpsensurethatthecustomer’sIPSdeviceshaveup-to-datesignaturefilesandareprotectingthecustomer’snetworkasexpected.

•AssessandprepareservicestosimplifytheadditionofnewtechnologiessuchasCiscoUnifiedCommunicationsandadvancedsecuritysolutions

•IntegrationwiththeQUEsystemforsimplifiedestimatingand ordering

•Disasterrecoveryservicestobackupcustomerrouter,switch,andsecuritysolutionconfigurationstoaremotelocation

resourceswithin-depthnetworkingexpertiseorcouldbenefitfromreducingthetimeandeffortthatin-housestaffmustdevotetonetworkmaintenance.EachSmartCareservicecontractcancoverupto200Cisconetworkweighteddevices(notincludingIPphones),andthecustomernetworkmustincludeonlyCiscoproductsthatqualifyforSmartCarecoverage.Tofindtheseproducts,gototheCiscoServiceQuoteUploadandEstimatesTool(http://www.cisco.com/web/partners/services/programs/smartcare/pricing.html)ortheSmartCarePricingFramework(http://www.cisco.com/web/partners/services/programs/smartcare/downloads/smartcare_Pricing_QRG.pdf).Customerswhosenetworksincludeanyotherproductfamilyatthecontract’sinceptionarenoteligiblefortheservice.

What Questions Should I Ask To Initiate Sales?•Howmuchinsightdoyouhaveintothehealthandsecurityofyournetwork?Areyouabletoviewitscurrenthealthandstatus?

•Howwouldyourbusinessbeaffectedbyanetworkoutagethatpreventedemployeesorcustomersfromaccessingyour network-basedbusinessapplicationsandcommunica-tionstools?

•HowwouldyourITstaffbenefitfromhavingaccesstobest-in-classnetworksecurityandhealthchecktoolsandexperttechnicalnetworkingassistance?

•Howvaluablewoulditbetobeabletoidentifyandcorrectpotentialnetworkproblemsbeforetheycanaffectyourbusiness?

•DoesyourITstaffhavetheexpertisetomakesureyourCisconetworkequipmentisconfiguredoptimally?

•Areyouplanningtointroduceanynewtechnologiessuchasunifiedcommunicationsintothenetwork?Ifso,doyouknowhowthosechangesmightaffecttheperformanceandcon-figurationofyournetwork?

•HowvaluablewoulditbeforyourITstafftohaveasinglemaintenancecontractforyourentirenetwork,ratherthanrelyingonservicecontractsforindividualdevices?

Benefits For CustomersProvidespeaceofmindthroughincreasednetworkvisibilityandmoreinformationtoefficientlymanageandcontinuallyimprovethenetwork•Improvestheuptime,security,andperformanceofthenetworkthroughongoingmonitoringandperiodicassess-ments,allowingproblemstobeaddressedbeforetheyaffectthebusiness

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*AssumesthattheIPSSignatureUpdateserviceispurchasedseparately.

•HelpsITstafftooperatemoreefficientlybyreducingthetimeandeffortrequiredtokeepthenetworkrunningoptimally

•Enhancesemployeeproductivityandresponsivenesstocustomersthroughimprovedavailabilityofessentialbusinessapplications

•Optimizesbusinessprofitabilitybyhelpingcustomersgetthemostfromtechnologyinvestments

•Simplifiescontractmanagementandmaintenancerequire-mentsthroughasingleservicethatcoversallCiscodevices

•CombinestheexpertiseandserviceadvantagesofbothCiscoandCiscocertifiedpartnersintoasingleoffering

Benefits For Cisco Partners•Improvedprofitabilitybytransitioningtoday'sbusinessestoa service-ledmodelbasedonpredictable,recurringrevenue streams

•“Operationalefficienciesofcontractmanagement”capturingentitlementchangesandcoveragewhenithappens

•Operationalefficienciesfromsimplifiedcontractmanagementthatcapturesentitlementandcoveragechanges

•Increasedmarginsbystrengtheningyourpositionasthecustomer’sstrategicadvisor,allowingyoutopromotegreateradoptionofadvancedtechnologiesandhigherattachandrenewalratesforyourservices

• Improveddifferentiationofyourbusinessbycomplement-ingtraditionalnetworksupportwithproactivemaintenanceservicesdeliveredincollaborationwithCisco

•Increasedcustomerloyaltythroughremotemonitoring,diag-nostics,monthlyreports,remediation,andrepairservicesthatmakeyouindispensable

•Enhancedbusinessgrowththroughaproactiveservicesplatformuponwhichyoucanlaunchyourownadd-onservicescustomizedspecificallytoyourcustomer’sneeds,aswellasgeneratesalesforCiscoproductsandservices

• ImprovedstaffefficiencythroughWeb-basedremotemoni-toring,proactivealerting,management,andremediationtoolsthatofteneliminatetheneedtodispatchtechniciansonsite

•Reducedservicecontractadministrationcoststhroughnet-workwidecoveragecontracts,efficientquotingtools,simplepricingmodels,andauto-renewcapabilities

• IncreasedvisibilityforyourbusinessthroughCiscoco-marketingandpromotionaleffortsthathighlighttheCiscorelationshipwithcapableandcommittedpartnerslikeyou

How Should I Address Common Objections?Objection:WhydoIneedthisservice?Doesn’tmywarrantycoverme?

Answer: TherearesignificantdifferencesbetweenthestandardCiscowarrantyandservices.YourwarrantyprotectsagainstdefectsinaspecificCiscohardwaredeviceorsoftwareapplication.Butifanissuedoesarise,itwillmorelikelybebecauseofthewaythesolutionhasbeenconfiguredorusedinyournetworkandwillbeoutsidethescopeofthewarranty.AserviceplanbasedontheCiscoSmartCareServicecanprovideyouwithcomprehensive,network-levelprotectionandmainte-nancesupportforyourentireCisconetwork,aswellasfeaturessuchasongoingnetworkmonitoring,proactivenetworkhealthandsecuritycheckups,remotesoftwarerepairs,andassessmentsofyournetwork’sabilitytosupportnewtechnologiesthatyoumightbeconsidering.

Objection:Ihaveanin-housetechnicianwhocanhandleallofmynetworkissuesandneeds.

Answer:Doyourtechnicianshavethetimeandresourcestokeepupwiththelatestnetworkingtechnologiesanddevelopmentswhilealsomaintainingtheperformanceofthenetworktoday?Thebestsolutionistohavesupportresourcesinplacetohelpyourtechnicianswhentheyneeditandallowthemtofocusontheircoreresponsibilities.

Whenyourtechniciansdocallforhelp,theywillhavethesupportandknowledgeofahighlytrainedCiscopartnerandCiscotoolsandresourcestohelpthemresolveanyproblemsquickly.Howmuchtimedoesitusuallytakeyourtechnicianstoidentifyandresolveanetwork

Cisco Smart Care Service Cisco SMARTnet Service Cisco Warranty

OneservicecontractforeachservicelevelintheentireCisconetworkProactivenetworkwidemaintenance,monitoring,proactivenotifications,andremoteremediationPartnervalue-addservices100%attachrateandautomaticrenewalquotegenerationProactivediagnosticsandreal-timealertsonselectdevices

Device-by-deviceservicecontractsSmartCallHomeproactivediagnosticsandreal-timealertsonselectdevices

Delayedhardwarereplacementduringwarrantydurationonly

TargetCustomer NetworkiscriticaltomissioncriticalMinimalITstaffand/orstrongrelianceonpartnerforservicesandsupport

NetworkismissioncriticalITstaffinsistondirectaccesstoCiscoTechnicalAssistanceCenter(TAC)

—

TechnicalSupportEngineerAccess

PartnerprovidesLevelIandIIsupport;partnerhas24x7accesstoTAC

24x7directcustomeraccesstoTAC No

AdvanceHardwareReplacement

Nextbusinessday(8x5xNBD)and4-hour(24x7x4hour)options

Nextbusinessday(8x5x4hour,8x5xNBD)),2-hour(24x7x2hour),4-hour(24x7x4hour),andonsitesupportoptions

10days

Cisco.comAccessandOnlineSupport

Partneraccesstocisco.com,SmartCarePortal,anddownloads,includingthelatestsecurityupdates,patches,andfixes

Fullaccesstocisco.com,toolsanddownloads,includingthelatestsecurityupdates,patches,andfixes

No

CiscoIOS®Support CiscoIOSSoftwareupdatesandupgradesforcustomers'coveredCiscodevices.

CiscoIOSSoftwareupdatesandupgradesforcustomers’coveredCiscodevices.

N/A

issue?Dependingontheserviceplanyouchoose,yourtechnicianscanviewdetailsofthehealthofanyCiscodeviceinyournetworkthroughtheCiscoSmartCaredashboard.Also,yourCiscopartnercanmonitorthestatusofyourCiscodevicesatalltimesandoftenwillbeabletomakerepairsremotely.Inaddition,thewarrantyonmostCiscodevicesis90days.Ifadevicefails,in-housetechniciansareunlikelytobeabletorepairit.

Objection:Idon’tseethevalueinCiscoSmartCareServicedash-boardsandperiodicassessments.

Answer:Howdoyoufindoutaboutnetworksecurityorhealthissuestoday?Areyouabletoavoidissuesbeforetheyaffectyourbusiness,orareyouforcedtowaituntilaproblemarisesbeforeyoucanreacttoit?Howdoyoumakesurethatallofthedevicesinyournetworkareconfiguredforoptimalperformance,security,efficiency,andavailability?Howdoyouidentifywhenadeviceneedstobereconfiguredandwhattheproperfixis?ThisserviceprovidesallofthosecapabilitiesforyourentirenetworkandevenoffersyourCiscocertifiedpartnertheabilitytorepairmanyproblemsremotely,freeingyourITstafftofocusmoreonyourbusinesspriorities.

Objection:Iamnotcomfortablehavingathird-partyapplianceinmynetwork.

Answer:TheSmartCareNetworkApplianceisanintegralpartofCiscoSmartServices,andenablespartnerstocontinuouslymonitorandassessthestateofyournetwork.Yournetworkremainssecure,becausethesolutionmonitorsandcollectsonlynetworkdevicedata—notcustomerdata.

© 2011 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. A listing of Cisco’s trademarks can be found at 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. (1009R) C45-474347-07 0911

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