CISCO SMART SERVICES

Transcription

1 CISCO SMART SERVICES

2 Help your customers realise the full value of their IT investment with world class services from Cisco. Run their business more profitably Meet rising customer expectations Gain competitive advantage Align IT investments to business strategy Support rapid business growth Cisco offers an exceptional variety of support options to suit your customer s business. Choose the best SMART Service for your customer Cisco Smart Foundation Cisco SMARTnet Smart Care Tool and Resources

3 Cisco Smart Services for Small and Medium Business Overview Service Cisco Smart Foundation Service Cisco SMARTnet Services Cisco Smart Care Services Type of Service Responsive device coverage Responsive device coverage Advanced Hardware Replacement Onsite Engineer Cisco Technical Assistance Center (TAC) Hotline Cisco.com Knowledge Base and Tools Operating System and Application Software 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x 4 24 x 7 x 4 24 x 7 x 2 Business hours (8am 5pm) access to special small and medium-sized business (SMB) TAC (access levels vary by region) Cisco.com SMB knowledge base Operating system software updates for bug fixes Only with onsite option Proactive networkwide monitoring assessments, and notifications 8 x 5 x next business day (NBD) 24 x 7 access 24 x 7 access Full access Ongoing updates and upgrades Smart Care Portal Ongoing updates and upgrades Eligible Devices Select SMB-class data products All SMB class products Intergrated Platform- Specific Cisco Services for intergrated services routers (ISRs) Cisco SMARTnet Service for Smart Business Communications System Delivered By: Cisco Cisco Delivered by Cisco Certified Partner and Cisco collaboratively

4 Cisco Smart Foundation Maintain Your Network Reliability The Cisco Smart Foundation Service is an entry-level technical support service that provides the support that small businesses need to help them maintain network reliability and minimise disruption to business. Are you looking for Cost-Effective Network Support Operational Reliability Investment Protection Cisco Smart Foundation provides: Cisco Smart Foundation Advance Hardware replacement Next Business Day (NBD) Business hours (8 AM 5 PM) access to SMB TAC (access levels vary by region) Cisco.com SMB knowledgebase Online network troubleshooting tools designed for SMB Operating system software updates for bug fixes Visit Cisco SMART Foundation for more information Introducing Cisco Services Smart Foundation Multi-Year Promotion Is Smart Foundation for me? Choose Smart Foundation for data only networks, SMB class products (fewer than 250 users, 50 or fewer network devices) and where the network is important but not mission critical.

5 Cisco SMARTnet For Rapid Problem Resolution Cisco SMARTnet Service is an award-winning technical support service that gives IT staff direct, anytime access to Cisco engineers and extensive Cisco.com resources. Are you looking for Fast access to Industry experts Online troubleshooting tools Flexible hardware replacement options Anytime, online access to operating system updates Proactive problem diagnosis Which SMARTnet Service Level is right for your customer? Cisco SMARTnet Multi-Year Promotion has been extended Cisco SMARTnet provides: Around-the-clock access to a global network of certified technologists through the Cisco Technical Assistance Centre (TAC) Access to the extensive Cisco.com knowledge base and tools Next-business-day advance hardware replacement (with 2-hour and 4-hour replacement also available) Ongoing operating system software updates, including both minor and major releases within the licensed feature set Proactive diagnostics and real-time alerts on select devices with Smart Call Home

6 Is SMARTnet for me? Choose SMARTnet when you need ongoing maintenance and technical support for both hardware replacement and Cisco OS Software Maintenance or you need a specialised engineer onsite to replace a part (Cisco SMARTnet Onsite only) Download Cisco SMARTnet At a Glance or visit the SMARTnet Homepage for more information Which SMARTnet is right for me?

7 Additional SMARTnet Features - SMART Call Home Gain Higher Availability and Operational Efficiency Smart Call Home is a powerful component of the Cisco SMARTnet Service that offers proactive diagnostics, real-time alerts, and personalised webbased reports on select Cisco devices. Spend less time monitoring your network and experience a speedier resolution to network issues. View Smart Call Home Video Visit SMARTcall Homepage for full information

8 Cisco Smart Care The Cisco Smart Care Service proactively verifies that the network is secure, reliable, and functioning optimally so that small to medium sized businesses can improve their employee productivity and customer responsiveness to get the most from their technology investments. Are you looking for Network visibility Continuous improvement A simple, complete solution Customised support and maintenance Cisco Smart Care Services: Increases network visibility and provides the information needed to efficiently manage and continually improve the network Improves the uptime, security, and performance of the network through ongoing monitoring and periodic assessments that allow problems to be solved before they affect the business Allows IT staff to operate more efficiently by reducing the time and effort required to keep the network running optimally

9 Providing your business a solution which: Enhances employee productivity and responsiveness to customers through improved availability of essential business applications Optimises business profitability by helping your customer get the most from their technology investments Simplifies your contract management and maintenance requirements through a single service contract that covers all Cisco devices and the network Combines the expertise and service advantages of both Cisco and Cisco Certified Partners into a single offering Is Smart Care right for me? Choose Smart Care if you re looking to expand your business service offering. Download Cisco Smart Care At a Glance or visit the Smart Care Homepage for more information How-to-Sell SmartCare

10 Tools and Resources How to sell Cisco Technical Support Services Cisco TAC Support SMART Services for SMB Cisco Applications Support Westcon Group Services Promotions

11 CONTACT YOUR WESTCON GROUP ACCOUNT MANAGER FOR MORE INFORMATION. Call

12 Cisco TAC Support TAC Statistics TAC has 650 Parts depots holding a spares Inventory of more than $2 billion. TAC has a geographic coverage of more than 120 countries and more than 140 languages. 75% of TAC Service Requests are solved online. TAC has 1,500 engineers of which more than 390 are CCIE qualified. TAC has access to more than 13,000 research and development engineers. 240,000 TAC Services requests are resolved online every month. TAC operates worldwide centres in Brussels, Reading, Raleigh, San Jose and Sydney offering 24 x 7 support around the globe. TAC deal with more than 500,000 software downloads per month. TAC Online Resources Configuration and Installation tools. Design and Troubleshooting Tools. Technical Documentation. Case Management Tools Cisco TAC Support Q. What makes the Cisco TAC different from other support centers? A. The Cisco TAC provides award-winning, worldwide support for Cisco products using the Web, , or telephone, 24 hours a day, 7 days a week. The Cisco TAC provides service contract holders with: Expert Assistance To complement your in-house resources, the Cisco TAC employs a highly skilled staff that offers you years of networking experience, including many customer support engineers with networking and CCIE* certifications as well as research and development engineers. Cisco engineers hold more than 800 U.S issued patents, are often asked to speak at technical conferences, and have authored numerous industry white papers and books. Faster Resolution The Cisco TAC provides constant measurement of customer satisfaction and time-to-resolution tracking. High Level of Knowledge The Cisco TAC offers depth and breadth of expertise with Cisco devices and operating system software, as well as a broad range of networking environments (such as voice, video, and data communications) and technologies (such as access dial, Cisco IP Telephony, LAN switching, optical networking, security, content delivery networks [CDN s], storage are networks [SAN s], IP routing, and wireless). Cisco TAC engineers have a minimum of five years of industry experience, and Cisco provides continuous training to try to ensure our technical staff stays current with the latest technologies. Support 24 hours a day, 365 days a year in multiple languages By or telephone, the Cisco TAC is there when you need it. In addition, to support the TAC, Cisco uses a powerful virtual lab, equipped with all Cisco devices and Cisco IOS Software versions, as an invaluable engineering resource and knowledge base for training, product information, and testing of network problems. Q. Can I get support from the Cisco TAC if I do not have a service contract? A. Yes. The Cisco TAC will help you if you do not have a Cisco service contract, but you will be requested to pay a per-incident fee or to purchase a service contract. Q. How does the Cisco TAC prioritize support service requests? A. Cisco processes allow for customers to designate the severity of every service request reported. To help ensure that all problems are reported in a standard format, Cisco has established the following problem severity definitions: Severity 1 - When an existing network is down or there is a critical effect on the customer s business operations. Cisco and the customer will commit necessary resources around the clock to resolve the situation. Severity 2 - When the operation of an existing network is severely degraded or significant aspects of the customer s business operation are being negatively affected by unacceptable network performance. Cisco and the customer will commit full-time resources during normal business hours to resolve the situation. Severity 3 - When the operation performance of the network is impaired while most business operations remain functional. Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels. Severity 4 When a customer requires information or assistance on Cisco product capabilities, installation, or configuration and there is little or no effect on the customer s business operation. Cisco and the customer are willing to provide resources during normal business hours to provide information or assistance as requested. Q. I understand that the Cisco TAC outtasks services under a SMARTnet Support contract. How will this affect the handling of my network issues? A. The Cisco TAC relies on a network of partners and third-party vendors to provide basic services on our behalf. This is a common practice in the industry. Working under the supervision of Cisco TAC management, these engineers address only simple support scenarios that have wellestablished fixes such as basic hardware replacement and routine technical questions. For nonroutine or more complex issues, the Cisco TAC employs a highly skilled staff that offers years of networking experience. In addition, a sophisticated call-routing system allows the Cisco TAC to promptly route your questions to the correct technology expert who can quickly address the problem at hand. Advance Replacement Q. Are parts always delivered the next business day if the user has a contract with that option? A. Parts are delivered the next business day during regular business hours, where available. If next-business-day service is not available, Cisco offers same-day-ship (SDS) service, where the parts are shipped from the depot the same day. However, for receiving locations outside the United States, the exact delivery date is subject to issues outside of Cisco control, such as customs and duty for the receiving country. Contact your Cisco representative to verify what level of service is available in your area. Process and Responsibilities Q. Who is responsible for returning defective parts that have been replaced by one of the hardware replacement programs? A. The Cisco SMARTnet customer is responsible for obtaining a returnmaterials-authorization (RMA) number to return the product. Cisco will provide prepaid airbills for the shipment of equipment shipped with RMA and located in the United States and Canada. Policies outside the United States and Canada might vary by region. Contact your local Cisco representative for details about the policy in your region. Q. What are the dispatch guidelines for delivery of parts within 4 hours? A. The 4-hour measurement starts from the time the Cisco TAC determines that a part should be replaced and dispatches a part or a field engineer. Q. Can a company get support from the Cisco TAC if it does not have a service contract? A. Yes. The Cisco TAC will help companies that do not have a Cisco service contract, but there will be a per-incident fee, or the company might be asked to purchase a service contract. Availability Q. Where is Cisco SMARTnet support available? A. Cisco SMARTnet support is available throughout the world with some service-level expectations in Europe, Asia, and Latin America. Cisco is continually expanding its service areas. In addition, the Cisco Service Availability Matrix (SAM) toll can be used to verify the available product services worldwide. This tool includes information for Cisco SMARTnet support, Cisco SP Base, and the Cisco SmartSpares programs. Information is available at Q. Where can I find more information about Cisco Services? A. More information about Cisco services is available at supportservices. (Partners log in to see more options).

13 Cisco Technical Support Services Quick Reference Guide Cisco Services SMB Support Assistant Core Entitlement (CON-SMBS-XXX) Product Features Cisco Services SMARTnet On-Site Core Entitlement Product Features Limited software and technical support and express delivery of parts SMB Technical Assistance Centre (SMB TAC) 24 hours / 7 days. SMB technical assistant agents will respond within one business day (in standard business hours). Operating Software Bug Fixes for SMB Support Assistant products (when required). Next Business Day Advance Replacement, where available. Otherwise with Same Day Ship. Management tools designed specifically for SMBs: Start-up and Configuration Assistance. Basic Health Checks and Troubleshooting. Inventory and Contact Management. Web portal URL: SMARTnet On-Site Standard 8x5xNBD (CON-OS-XXX) SMARTnet On-Site Extended 8x5x4 (CON-OSE-XXX) On-Site support available Australia wide either 2 hour, 4 hour or Next Business Day on-site response. Technical Assistance Centre (TAC) 24 hours / 7 days. Telephone response within 1 hour (in standard business hours) for hardware, software, configuration support and critical problem escalation. Registered access to CCO (Cisco Connection Online) 24 hours / 7 days. Entitlement to lodge entitlement software calls and queries via CCO to the TAC. All IOS software upgrades via download from CCO or media upon request. Access to Known Bug Query programs for self support. Core Entitlements of SMARTnet as shown above plus: Delivery of advanced replacement hardware Next Business Day (NBD), provided that request is received by 3pm AEST. 24x7 TAC, CCO, IOS + 8x5xNBD Parts + Engineer SMARTnet Core Entitlements Standard SMARTnet (CON-SNT-XXX) Enhanced SMARTnet (CON-SNTE-XXX) Premium SMARTnet (CON-SNTP-XXX) 2hr SMARTnet (CON-S2P-XXX) Software and technical support and express delivery parts. Technical Assistance Centre (TAC) 24 hours / 7 days. Telephone response within 1 hour (in standard business hours) for hardware, software, configuration support and critical problem escalation. Registered access to Cisco Connection Online (CCO) 24 hours / 7 days. Entitlement to lodge software calls and queries via CCO to the TAC. All IOS software upgrades via download from the CCO or media upon request. Access to Known Bug Query programs for self support. Core Entitlements of SMARTnet as shown above, plus: Delivery of advanced replacement hardware Next Business Day (NBD), provided that request is received by 3pm AEST. 24x7 TAC, CCO, IOS + 8x5xNBD Parts Core Entitlements of SMARTnet as shown above, plus: Delivery of advanced replacement hardware from 9 am to 5 pm (local time). Monday to Friday, within 4 hours for site within the 75 km radius of Central Business District of all Australian state and territory capital cities. Plus regional authorized rapid response depots. 24x7 TAC, CCO, IOS + 8x5x4 Parts Core Entitlements of SMARTnet as shown above, plus: Delivery of advanced replacement hardware 24 hours per day, 7 days a week within 4 hours for sites within 75km radius of Central Business District of all Australian state and territory capital cities, plus regional authorized rapid response depots. 24x7 TAC, CCO, IOS + 24x7x4 Parts Core Entitlements of SMARTnet as shown above, plus: Delivery of advanced replacement hardware 24 hours per day, 7 days a week within 4 hours for sites within 75km radius of Central Business District of all Australian state and territory capital cities, plus regional authorized rapid response depots. 2 hours in normal business conditions. 24x7 TAC, CCO, IOS + 24x7x2 Parts SMARTnet On-Site Premium 24x7x4 (CON-OSP-XXX) SMARTnet On-Site 2hr 24x7x2 (CON-PREM-XXX) Software Application Services Software Application Support Plus Upgrade (CON-SAU-XXX) Software Application Support (CON-SAS-XXX) Cisco Services for IPS (CON-SUXX) Core Entitlements of SMARTnet as shown above, plus: On-site remedial hardware and field engineering support from 9 am to 5 pm (local time), Monday to Friday, within 4 hours for sites within 75km radius of Central Business District of all Australian state and territory capital cities, plus regional authorized rapid response depots. 24x7 TAC, CCO, IOS + 8x5x4 Parts + Engineer Core Entitlements of SMARTnet as shown above, plus: On-site remedial hardware and field engineering support 24 hours per day, 7 days a week within 4 hours for sites within 75km radius of Central Business District of all Australian state and territory capital cities, plus regional authorized rapid response depots. 24x7 TAC, CCO, IOS + 24x7x4 Parts + Engineer Core Entitlements of SMARTnet as shown above, plus: Delivery of advanced replacement hardware 24 hours per day, 7 days a week within 2 hours for sites within 20km radius of Central Business District of all Australian state and territory capital cities, plus regional authorized rapid response depots. 2 hours in normal business conditions. 24x7 TAC, CCO, IOS + 24x7x2 Parts + Engineer For Network Management Software (Non IOS). Software Application Support Plus Upgrades gives you 24x7 access to Cisco s TAC, registered access to CCP and releases of software within a software platform including major upgrades. Software Application Support offers 24x7 access to Cisco s TAC, registered access to CCO and minor update software releases. Updates must be purchased separately contact your account manager. Cisco Services for IPS features are: Access to IPS signature updates with standard release frequency. Access to operating system update for IPS-enabled devices such as the IPS 4200 series appliances. Access to Technical Assistance Centre. Access to Cisco.com Advance hardware replacement with options for onsite field engineers.

14 HOW TO SELL CISCO TECHNICAL SUPPORT SERVICES Objection Response Here are some examples of objections and suggested responses that you may hear when selling service offerings. Why do I need Service? Doesn t the Warranty already cover me? There are significant difference between the standard Cisco warranty and Cisco Technical Support Warranty All Cisco hardware and software products are covered for a minimum of 90 days. Some products may have longer or more comprehensive coverage. All Cisco warranties apply to equipment purchased from Cisco reseller by individuals for their own use. Products under warranty are 10 days Return To Factory. The entitlement associated with each warranty can be grouped into one of the following categories: Hardware a guarantee that the piece of hardware will be free of defects in material and workmanship under normal use. Software Cisco Standard Software Warranty warrants for 90 days from the date of the delivery to the customer that (a) the media on which the Software is furnished will be free from defects in materials and workmanship under normal use; and (b) the Software substantially conforms to its published specification. Service Contract SMB Support Assistant: SMARTnet Key Selling Points A service contract is concerned with the life and functionality of the solution once it is installed are working, rather than the integrity of its manufacture. In other words, it is concerned with what the solution does, rather than what it is. Cisco offers end users access to a range of Technical Support service offerings: SMB Technical Assistance Centre (SMB TAC) 24 hours / 7 days. SMB technical assistant agents respond within one business day (in standard business hours) Minor software updates for SMB Support Assistant products (when required) Next Business Day Advanced Replacement, where available, otherwise Same Day Ship Management tools designed specifically for SMBs: Start-up and Configuration Assistance. Basic Health Checks and Troubleshooting, Inventory and Contract Management Technical Assistance Centre (TAC) 24 hours / 7 days. Telephone response within 1 hour (in standard Business hours) for hardware, software, configuration support and critical problem escalation Registered access to the resource & knowledge base of Cisco.com 24 hours / 7 days Entitlement to lodge software calls and queries via Cisco.com to the TAC Cisco IOS software upgrades via download from Cicso.com or media upon request Access to Known Bug Query programs for self support Here are some key points to keep in mind when selling support services to your customers. Networks should be positioned as the backbone of an organization irrespective of size of organization. Network downtime is a hidden cost, but very expensive both financially and for customer satisfaction. Networks should be treated as a valuable asset by organizations and as such should be protected and maintained under a new service contract. Protect your customer s network investment by providing rapid response to problems that can affect both networks availability and business profitability. Provide peace of mind as your Customers can help to protect their business against technical incidents and the potential losses in revenue and productivity that arise from network downtime. Remove the need to pay high transactional fees to access technical resources and no commitment on availability or delivery timeframes of replacement parts. Provide your customers with access to resources that can help to rapidly resolve network problems and keep software up to date, thus protecting their network investment. Objection Response Objection Response Objection Response Objection Response I have just paid extra to get Cisco quality why should I pay for even more? Service can increase return on investment and help to reduce total cost of ownership over time. It enables your customer to benefit from Cisco s expertise to help them make the most of the equipment they have purchased. As an industry leader, Cisco continually evolves and develops its products; with service coverage, your customer can take full advantage of Cisco s investment in innovation and keep their infrastructure up to speed with the leading edge of networking technology. I have an in-house technician that can handle all of my network issues and needs. Ask your customer if servicing equipment is really the best use of their in-house team. What happens if your customer experiences network problems out of normal work hours will their in-house team always be available? Do their technicians have the time and resources to keep up to speed with the latest networking technologies and developments? Point out that the best solution is to have cover to help their technicians when they need it, and free their team to focus on work more related to their core business. When they do call for help, they will have the support and knowledge of Cisco experts to help them resolve any problems quickly. This is particularly important when dealing with issues that may be outside the experience of your customer s technicians. Your customer does not see the value of purchasing an application software service contract to support their network software applications. In the customer s words, I do not think we are going to need support from you on these applications in the future This is a question of return on investment. Explain that the value of the applications will diminish quicker if they are not kept up to date. Point out the speed of software evolution, particularly in the area of security, is dramatically increasing and that warranty does not cover upgrades to the software. Also, ask your customer how they plan to support their applications in future: Do they have a support process in place? What will they do if the software fails, or negatively affects their network? Do they have access to a customer call centre or IT group that can quickly resolve issues? What happens if they need technical assistance at night or at weekends? Point out also that if they would like to upgrade their applications in the future, and do not have service coverage, the price of purchasing these upgrades will be greater than the cost of a service contract. Remind them that future additions to their network may not be compatible with their current application, resulting in unexpected additional costs and possible network issues. There is no budget for Service. Position service as an essential extension of their investment in technology. If budget problems persist, try adapting the service proposal to make it more affordable, such as, instead of 24x7 cover, try 8x5; or reduce the term of the contract from three years to one year; or suggest buying servicing only for the most critical elements of the solution. Point out that the costs of one service call can be as expensive as the contract itself and the customer does receive all the benefits under the contract (i.e Next Business Day Advance Hardware Replacement, etc).