Cisco Smart Care

1. Cisco Smart Care Gary Blandino June 4, 2013

2. Market Dynamics Cause Challenges Changing Customer Business Needs New Business Models Relationships and Ecosystems Solutions and Service Sales How do I… Increase market differentiation? Increase profitability? Invest for growth?

3. Cisco Smart Services Innovation: Better Visibility, Information, and Understanding at Every Phase …to provideactionable insight. Services that have automated software-enabled capabilities …and collectnetwork diagnosticdata …that is analyzed and compared toCisco® deep knowledge base CISCO DEEP KNOWLEDGE BASE 25 years of networking innovation and leadership 50 million installed devices 6 million annual customer interactions More than 90,000technical documents

4. What Smart Services Can Do for You • Gain architectural expertise to deliver new professional services • Use Cisco® assets to build a managed services practice • Acquire expertise to deploy certified cloud solutions Optimize Your Existing Practice Quickly Expand intoNew Practices • Increase incremental services revenue • Increase margins using automation • Increase service value and customer loyalty PROFESSIONALSERVICES SUPPORTSERVICES MANAGEDSERVICES

5. Collaborative Partner ApproachCombining Strengths to Meet Customer Needs • Cisco Partner Integrated Solution Offering • Provide technology expertise using intellectual capital and enabling tools • Complete best-practice comparison and validate report results • Frequently update intellectual capital to incorporate new learning • Add own expertise and value to fully address total customer needs • Offer multi-vendor solution support • Provide personalized customer service

6. Cisco Smart Care ServiceA Smart, Collaborative Service

7. Cisco Smart Care Service • CUSTOMER BENEFITS • Comprehensive care for all covered devices • Dual expertise: Of Cisco and certified partner • Greater business profitability: Fewer outages Smart Care The Cisco® Smart Care Service is a partner-led offer that can enable you to create your own branded managed service solution and quickly take it to market by combining Cisco intellectual capital with advanced “smart” capabilities. • PARTNER BENEFITS • Strategic advantage with increased visibility into customer networks and revenue opportunities • Decreased time-to-market with market-ready solution backed by Cisco •  Long-term profitability with a service-led model that can promote recurring revenues • Competitive differentiation with full-featured managed-service offering   • Enhanced business growth with platform upon which customized services can be added • Operational efficiencies with better staff utilization

8. What’s New with Smart Care Faster Customer Onboarding  Revenues Up, Costs Down, Employees Effectively Utilized Easy: Simplified pricing, quoting, and ordering • Seamless: • Integrated workflows, centralized repository, multiple contract imports Flexible: Options for device coverage and onsite service

9. TACaccess • Hardware replacement • Software updates • Cisco.com access Smart Care Capabilities Provide a Platform for Growth Monitoring with one-stop portal Installed base management Alerts and notifications Device diagnostics Assessments and repair Disaster recovery IPSsignature updates Detailed reporting CiscoProvides Cisco®Intellectual Capital Plus Smart Services Innovation Global Infrastructure CISCO SMART CARE SERVICE

10. YOUR TECHNOLOGY SPECIALIZATIONS • Application security • Disaster recovery • Remote PC management • Server management …That You Build Upon to Gain Differentiation from Competition • YOUR BUSINESS EXPERTISE • Your Managed Services brand • Understanding of business culture • Local language • Personalized service offerings • Long-standing customer relationships • Vertical industry specialization You Provide CiscoProvides Cisco®Intellectual Capital Plus Smart Services Innovation Your Expertise Global Infrastructure You Own the Customer Relationship CISCO SMART CARE SERVICE

11. Cisco Smart Care Service Target Customer • Businesses that value a secure and highly available network • Network is critical to business operation • Minimal IT staff with limited networking expertise • Want to out-task to save time and effort to a trusted partner

12. Smart Care Service Key Features • Smart Care Control Panel: Central repository for monitoring customers’ networks and performing tasks with a variety of dashboards • Installed Base Management: Periodic validation of your customers’ Cisco®devices’ service levels against Cisco intellectual capital • Proactive Notifications: PSIRTs are correlated with IntelliShield alerts to provide security vulnerability information; EOX alerts for devices are also issued • Assess and Repair:Proactive, periodic assessments to identify and fix issues • Assess and Prepare: Assessment to check a network’s readiness to support new technologies • Disaster Recovery Services: Backs up a customer’s routing, switching, and security devices’ configuration offsite • IPS Services: Helps ensure customer IPS devices have up-to-date signature files to protect against attacks • Reports: Monthlybusiness reports and weekly network exception reports for customers

13. Cisco Customer Partner How It WorksNetwork Discovery, Assessment, and Repair Cisco® Smart Care Control Panel Reactive Support Value-Add Partner Services NetworkDiscovery RMA TechSupport TAC BusinessIntelligence Proactive Maintenance Installed Base Network Data Cisco Smart Care Virtual or Hardware Network Collector Network Monitoring and Assessment NetworkAssessment and Repair Device Diagnostics

14. Smart Care and Collector Security Smart Care provides multiple layers of security. Security features are built into on the network collector during the data transport to and from Cisco and at Cisco when processing. Processing at Cisco Servers behind firewalls and secure switch network; Cisco® IT managed and limited access locked facility; Titan scripts hardened; intrusion detection system Transport and PortalDevice detail only; data encrypted; HTTPS secure transport; no sensitive data; no company or personal data Network Collector at Customer SiteBehind client firewall; all services run locally on Collector, SNMP (RO); Telnet and SSC access only; device configuration data only; encrypted for data transfer; Cisco.com ID login and password required; password rules

15. Minimum Partner EligibilityPricing Levels and Tools Access Align to Specializations *

16. What You Can Do to Take Full Advantage of Smart Care Awareness Acceptance Adoption Advice • Accept the Smart Care terms and conditions and access the central control panel • Take advantage of the Smart Care Not for Resale program for due diligence, training, and customer demonstration purposes • Access the Smart Care on-demand training • Complete the test • Read testimonials • Participate in either a formal or informal Smart Care partner or peer group to share best practices • Work with your Cisco®business development manager and distributor to embed Smart Care into your portfolio • Learn about available promotions and incentives, including the Cisco Funded Network Assessment Program, which helps to offset upfront costs by earning backend rebates by performing assessments

17. ECCOM Expands Offerings, Boosts Profits “We are always looking for ways to differentiate ourselves, and Smart Care gives us an edge. We especially like the fact that the service can be customized to offer additional value.” – Sophie Shi, Business Development Specialist, ECCOM Network System Co. Ltd • Improved customer productivity and profitability • Enhanced profitability due to value of Cisco® Smart Care customized offering • Increased efficiency with central portal for monitoring customers’ covered devices BusinessValue Challenges Solution • Receive advance warning of customers’ potential network problems • Reduce intervention by senior network technicians and Cisco for particularly complex issues • Eliminate need to manually log in and monitor individual networking devices • Cisco Smart Care Service proactively alerts ECCOM about potential issues on customer networks • Smart Care requires less intervention from Cisco or network specialists to solve customer problems • Cisco Services provide broader and more unique portfolio of network solutions to customers

18. Besttel Moves Beyond “Break-Fix”Approach to IT Services “Customers have always appreciated that we are a local organization with a personal approach to sales. Now we can reinforce that with the technical expertise and industry-leading tools available from Cisco.” –Paul Cobley, Managing Director, Besttel • Expanded Besttel’s IT services to move from “break-fix” model to proactive network management • Reduced number of system alerts on local university network from 350 to 19 within months • Cut customers’ support costs by 17 percent while providing higher-value service BusinessValue Challenges Solution • Cisco®Smart Care Service increases network visibility • Cisco Smart Care Service helps enable Besttel to offer a wider range of services • Cisco Smart Care Service provides the ability to manage any device reachable by IP under a co-terminated contract • Increase sales by providing more customized services to customers • Move beyond “break-fix” IT approach to more active role in anticipating network issues • Keep track of individual contracts, service-level agreements, and hardware termination dates

19. For More InformationSmart Care Contacts by Region • Smart Care Partner website: www.cisco.com/go/smartcare • Smart Care Support Community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare • United States and Canada: smartcare-uscan@cisco.com