How to Navigate and Leverage the Cisco Technical Assistance Center Meghan Mullarkey, Cisco Services Specialist Mark Calaway, Cisco Manager of TAC Operations
SMARTnet Program SMARTnet is a focused revenue stream for Westcon Dedicated program Marketing initiatives Program Objectives Increase Attach Rates and Renewal Rates within reseller community Promote use of SCC and SMARTnet related tools Customized Enablement Programs Marketing Objectives Build awareness and preference for purchasing SMARTnet via Westcon Position Westcon as the leader and authority on Cisco services
SMARTnet Team Account Manager Cisco Sales and Service Experts High Touch Single Point of Contact Cisco Services Team Jackie Roberts & Meghan Mullarkey East & South Becky Lozada & Jake Deneault West & Central Focused on: Cisco Support interaction, sales bid support, renewal opportunities and management Operations, training, business development, post-sales support Customer Service John Tilelli SMARTnet RMAs
Services Programs Automation Services Portal for managing annuity base (renewals) Ability for Sales reps to quickly and easily quote and attach SMARTnet B2B Services Smart Care SMARTnet vs. Smart Care Comstor first to distribute Awareness and education Guide Partners through testing and registration Future: Discovery and Inventory (D&I) assistance, Day2/NOC/MSP and Consultant resource Opportunity Finder Campaign to drive hardware refresh and Uncovered SN Oppty s via Access Form Enabling Partners to uncover oppty and thrive in this economy Build Internal Sales acumen Build partner sales strategy
Tools & Resources Online Tools ecompass (e-commerce) Westcon Service Annuity Manager Cisco Tools: SCC, CSCC, PMC, CBR Portal Opportunity Identification Renewal Business Summary (Cisco) WSAM Reporting Uncovered Equipment Reports Partner Business Consulting Understanding your opportunities Distribution Value Engagement Training (Value of Services & Tools) 1 on 1 or 1 too many Tools R us regional live training events Custom Custom Contract Management Manage reseller annuity base Quoting/Ordering/Issue Resolution/Liaison Services
Westcon Lifecycle Services Prepare/Plan/Design Vendor Certified Product/Technical Expertise SolutionBase (Web-based Product/Services Solutions & Positioning Tool) Architecture Assistance Implement/Operate/Optimize Staging and Configuration World wide Implementation Network Contract Management Services Global Call Center Resources Day 2 NOC, Smart Care Services, consultant resources Flexible Financial Services Credit Extension Leasing Personal Guarantee to Grow Your Business Joint Purchase Order No risk to low risk options Global Logistics Asset Tagging Custom Delivery Programs Short-and Long-Term Warehousing Quality Assurance Returns
Westcon/Cisco Resources Sales Certified Westcon Group Account Team Product questions and process related questions ciscohelp@comstor.com Pre-Sales engineering questions (Technical) napresales@comstor.com POS related questions/ report requests ciscopos@comstor.com SMARTnet related questions smartnethelp@comstor.com Comstor Solutions Handbook
Cisco Technical Services Operational Overview Mark Calaway mark@cisco.com Presentation_ID 2009 Cisco Systems, Inc. All rights reserved. Cisco Public
Technical Services Industry-Leading Support Capabilities Proactive Intelligence - Smart Services Smart Services infuse capabilities with proactive intelligence Engineering/ Operations Specialists Security Threat Mitigation Remote Monitoring, Diagnostics, Alerts Application Software Updates and Upgrades Extended Performance Capabilities OS Software Updates and Upgrades Advance Hardware Replacement Foundational Capabilities Online Technical Resources Technical Assistance from TAC 9
Technical Assistance from TAC & Advance Hardware Replacement TS Global Capabilities Providing superior, globally consistent services Global Center Satellite Center Regional Center 24-Hour Hardware Replacement coverage Global Coverage Hardware replacement in over 120 countries 170,000 Parts Delivered Quarterly 220,000 Service Requests Quarterly 10
Online Technical Resources Cisco Support Website Solve Issues with Online Resources 82% of all customer technical support issues are solved online Over 306,000 technical support issues resolved online each month Over 2 million unique visitors per month 3+ million software downloads per month 11
Online Technical Resources Cisco Support Website Key Features Intuitive navigation and advanced search options Enhanced personalization and Web 2.0 features Online community forums Localized content in five languages 18+ core tools and resources 90,000+ technical documents Certification and training resources 12
Online Technical Resources Cisco Support Website Productivity Through Knowledge Transfer Increases self-service to resolve issues faster Access to automated troubleshooting tools Personalized content and solutions Lowers operating expenses Control in-house costs by reducing phone time Open and track service requests online Improves staff competencies Extensive library of technical knowledge for implementation, operation, and optimization of your network Access to information about certification training 13
Online Technical Resources Cisco Support Website When You Cannot Solve Your Problem Online Online Service Request Management Tools Open a service request Maintain and track service requests Request replacement parts 14
Technical Assistance from TAC Cisco Technical Assistance Center Opening a Service Request TAC Technology Expertise TAC Service Request Tool Smart Call Home Email Phone Customer Interaction Network Svc Request Handling Service Level Severity Tech Description Contact Details Direct Direct Email Reply or Callback Live Handoff Routing Switching Mobile, Wireless, WiMAX IP Telephony, Voice, Call Center Video, Cisco TelePresence TM Optical Storage Area Networks Unified Computing Security Systems Management Development Teams 15
Technical Assistance from TAC Cisco Technical Assistance Center Service Request Initiation TAC Service Request Tool For Severity 3 or 4, open your service request by web Smart Call Home Automated diagnostic capabilities creates a service request Email Phone Open any service request by email: tac@cisco.com For Severity 1 or 2 network-down emergency, open your service request by telephone via country-specific numbers 16
Technical Assistance from TAC Cisco Technical Assistance Center Service Request Prioritization Severity Levels Request Prioritization High Severity 1 Impact to Network Severity 3 Severity 2 Severity 4 Low Impact to Business High 17
Technical Assistance from TAC Technical Assistance Center Delivery Model Service Request routing TAC Expert TAC Specialist TAC Technologist TAC Generalist Escalation Web Tools/Procedures System-driven case escalation Team lead and team manager case reviews 18
Technical Assistance from TAC Knowledge Sharing Drives Continuous Improvement TAC Expert TAC Specialist TAC Technologist TAC Generalist Web Tools/Procedures New Technologies Technical Expertise Customer Handling Expertise TAC Engineer Development and Best Practices Creation Established Solutions 19
Technical Assistance from TAC Cisco Technical Assistance Center Service Request Resolution Tools Configuration Tools Installation Tools Troubleshooting Tools Software Download Utility Support Notification Subscriptions Search Capabilities TAC Service Request Management Tools Calculators IP Subnet Calculator Memory Calculator Technical Communities 20
Technical Assistance from TAC Cisco Technical Assistance Center Service Request Resolution Status TAC Service Request Tool Check current status of open service requests Update open service requests with your own notes Attach files to open service requests View service requests closed within the last 18 months 21
Technical Assistance from TAC Cisco Technical Assistance Center Resolve Issues Fast to Maintain Network Performance Team Attributes Highly-trained TAC network and application software Engineers worldwide Computer science/electrical engineering degrees Each engineer averages five years of industry experience 630+ CCIE professionals Continuous internal technical training and rotations averaging 27 hours/quarter Expertise in a broad array of technologies Trained in Kepner-Tregoe adaptive troubleshooting methodology Value Timely issue resolution Broad expertise in Cisco technologies Ownership of complex issues Rapid fault isolation in a complex environment leading to accurate resolution 22
Technical Assistance from TAC Cisco Virtual Labs The Best Alternative to a Duplicate Network An engineering resource and knowledge base Designed to recreate, explore, and resolve customer network issues $650M+ investment in worldwide TAC lab products and equipment Access to all Cisco products and software Access to major OEM and third-party products from OS to middleware, databases, infrastructure management, and applications software Utilizes traffic generators to simulate traffic flows and synchronize virtual routers 23
Technical Assistance from TAC Cisco Is a Mission Critical TSANet Member Benefits to Cisco Customers Faster resolution of Service Requests that span products from Cisco and other member companies Open communications between member companies Customers are the focus of the service action and remain informed and involved Other TSANet Member Companies: 24
Technical Assistance from TAC Customer Driven Service Request Escalation TAC Duty Manager Responsibilities Assess the problem Assign additional resources if necessary How to contact the Duty Manager Asia-Pacific: +61 2 8446 7411 Europe: +32 2 704 5555 USA: 1 800 553 2447; +1 408 526 7209 Ask for the Duty Manager 25
Advance Hardware Replacement Advance Hardware Replacement and Onsite Support Cisco and Its Partners and Vendors Provide time-sensitive delivery of replacement hardware Help maximize operational reliability Deliver globally consistent remote and onsite parts support through exceptional diagnostic and part-sparing programs Help maintain your network operations Support your risk mitigation plans 26
Advance Hardware Replacement Advance Hardware Replacement Maximizes Your Operational Continuity, Operations, and Risk Mitigation Exceptional diagnostic and part-sparing programs based upon contracted service levels Time-sensitive delivery of replacement hardware and on-site support with access to remote expertise A network of vendors and partners that provides coverage in over 120 countries from 1000+ fulfillment depots Six hardware replacement options from 2-hour to Next Business Day (NBD) delivery, based on service availability 27
Cisco Technical Services Extends the Life of Your Network Assets Improves productivity Complements in-house resources Maximizes return on network investment Controls operating expenses Increases operational efficiency and reliability 28
Nobody can match Cisco s Technical Services. I measure all of our vendors support against their standards. Michael Takita, Director of IT Frank, Rimerman & Co. LLP 29
Cisco Services Industry Recognition Awards and Certification Consistently recognized for industry-leading services innovation, best practices, and services excellence 30
Q and A 31
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