Cisco Services
“Leveraging Cisco Support Services Capabilities”
Chanamate Pitakworachote (Gio)
Smart Service Consultant
Email : [email protected]
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
1
Warranty
& Service
Contract
Smart
Service
innovation
Service
SKU
Ordering
TAC
Process
& RMA
Cisco Services. Making Your Business Work Smarter.
2
The Market is Transitioning
Reactive Model
Proactive Model
Responding to
problems as they
arise, resulting in
costly redundancies
and overinvestment in
human resources
Relies on awareness
capabilities to detect
potential problems and
analytical capabilities to
predict damage before it
Reactive
IncidentBased
Services
Delivery:
Self Support
Field Support
Remote
Support
Community
Proactive
Support
Services
occurs
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
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into the cloud and onto the network.”
4
Warranty & Service Contract
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Service Contract vs Warranty
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.
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8
DOA, Warranty & Advance HW Replacement
Dead-on-Arrival
Warranty
Service Contract
Pre-requisite
Separate from warranty service
contract (Service level don’t appl
y)
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
Cisco Services. Making Your Business Work Smarter.
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Products
Ordered
Product Ships
Day Zero (0)
1st 30
days
1st 60
days
1st 90
days
1st 30
days
1st 60
days
1st 90
days
Cisco 90-Day
Limited HW Warranty
Warranty Periods and Programs vary across different Cisco Products
If Product Fails at initial power-up within 1st
90 days from Ship date.
If Product Fails during Warranty Period. NO
ACTIVE Service Contract.
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
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.ciscowarrantyfinder.com/
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.
Cisco Services. Making Your Business Work Smarter.
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Start, Activation, End, Expiry
Service Contract
START Date
30 day ACTIVATION
1st
month
2nd
month
Service Contract
END Date
OVERDUE
3rd
month
4th
month
5th
month
Service Levels
Apply
6th
month
7th
month
8th
month
9th
month
10th
month
Service Contract
RENEWAL Notification
11th
month
12th
month
13th
month
14th
month
Service Contract
EXPIRED
1st month (1st 30 days)
2nd month to 12th month
13th month
Service Contract Status: ACTIVATION
• 30days Contract Activation Lead time.
(Administrative and System Registration)
• Inventory is initiated for the Svc Depots
• Contract Number is released
Service Contract Status: ACTIVE
• Service Levels Apply (NBD,
4Hrs, or onsite)
Contract Status: OVERDUE
Services Entitlement
TAC (24x7) via Phone
 RMA ship 30days from Contract
Start Date
 Access to Cisco Software
 Access to Cisco.com
© 2010 Cisco and/or its affiliates. All rights reserved.
Services Entitlement
 TAC (24x7)
 Advance HW
Replacement/RMA
 Access to Cisco Software
 Access to Cisco.com
Extended Service Entitlement
Access to TAC, Advance HW
replacement, SW download and
Cisco.com
14th month
Contract Status: EXPIRED
NO Service Entitlement.
Service Depot inventory
coverage is released.
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© 2012
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
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12
Cisco Technical Services
Collaborative Services
Cisco Branded Services
(Partner Brand)
(Cisco Brand)
• Service offerings sold only to
• Service offerings sold through partners
partners
• Technical Issue : Customer has to
open a case with partner. Partn
er can open the case with Cisco if
they have a contract with Cisco
• Spare Parts: support by partner
• Ready-for-Resale to Partner for
Customer
• Technical Issue: Customer work directly wi
th Cisco or Partner work on behalf of custo
mer.
• Spare Parts: 100 % cover under Service Co
ntract
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PARTNER-LED
( COLLABORATIVE)
 SMART CARE
*Select partner above
 Partner Share Support
CUSTOMER-LED
( CISCO BRANDED)
 SMARTnet
 SMART Net Total Care
*only direct partner (Tier-1)
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Be Bold with Smart!
Expand to
deliver higher
ongoing value
Compliance &
Configuration
Management
[CMCS]
Analytics and
Modeling
[CAND]
Architecture
Optimization
[NOS]
Smart Support Services
Move your
customer now
from SMARTnet
to a Smart
Support Service
Smart Net
Total Care
Smart
Care
Partner Support
Service
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Integrated Solutions for SMARTnet Support
Innovative system and
application software and
IT-related support that
helps maximise your
technology investment
Flexible and responsive
hardware replacement
support that helps maximise
your
operational reliability
SM
net
Software
Support
Cisco.com
AR
Advance
Hardware
Replacement
T
Cisco® TAC
Increases your selfsufficiency and
productivity with
registered access to
online tools and
resources
Supplements your in-house
staff with access to highlytrained network and
application software
engineers and R&D
engineers
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Online Technical Resources
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Cisco.com Technical Support
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Cisco.com Technical Support
Over 80% of
all support
issues are
solved online
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Cisco Support Community
Personalize your
view to fit your
needs and find
content quickly
Multiple expert
communities with
discussion forums,
chat, survey tools,
blogs and more
Cisco engineers
host interactive
webcasts, which
are archived on
YouTube
Enables social
networking
opportunities
Access Cisco
support
through new
iPhone app
Rating posts and
marking questions as
answered enables
peer-driven solutions
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© 2012
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
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22
• 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
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23
AxBxC
Hour
© 2010 Cisco and/or its affiliates. All rights reserved.
Day
Delivery
Time
Cisco Confidential
24
• N = NBD
• E = Exclusive 8x5x4
• P = Premium 4-hour
• O= Premium Onsite
• A= Advanced
• I= IPS
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25
CISCO SERVICE SKU
Service Level
8x5xNBD
8x5x4
TAC Access RMA Delivery
Business hours Next Business
(8 a.m.–5 p.m.)
Day
Business hours
4 Hour
(8 a.m.–5 p.m.)
Service SKU
OS Updates
and Upgrades
Software
Application
Support
Cisco.com
access
Onsite
SMBS
SNT
SNTC
SC
Yes
No
Yes
No
SMBS
SNT
NSNT
SCN
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
-
Yes
No
Yes
No
-
CS
NCS
-
Yes
No
Yes
Yes
-
C4S
NC4S
-
Onsite
8x5xNBD
Onsite
8x5x4
Onsite
24x7x4
Onsite
24x7x2
Software
Applicationt
Software App
Plus Upgrade
Business hours Next Business
(8 a.m.–5 p.m.)
Day
Business hours
4 Hour
(8 a.m.–5 p.m.)
24 x 7 access
4 Hour
Yes
No
Yes
Yes
-
24 x 7 access
2 Hour
Yes
No
Yes
Yes
-
C2P
NC2P
-
24 x 7 access
-
-
Yes
Yes
No
-
SAS
NLAS
SCS1
24 x 7 access
-
-
Yes plus Upgrade
Yes
No
-
SAU
NLAU
SCU1
© 2010 Cisco and/or its affiliates. All rights reserved.
C4P/OSP NC4P
SCO
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©© 2010
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
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27
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 sid
© 2011 Cisco and/or its affiliates. All rights reserved.
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2 . Click Profile Management Menu.
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Add service contract numbers to profile for support access
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The contract number will updated in the system 6 hrs after he mapping with the CCO
© 2011 Cisco and/or its affiliates. All rights reserved.
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©
© 2011
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
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- 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
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- You’ll get a portal for Customer Service Central at the top of Workspace
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©
© 2011
2010 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
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Cisco Confidential35
- 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
© 2011 Cisco and/or its affiliates. All rights reserved.
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Cisco
Technical Assistance Center
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Providing superior, globally consistent services
•
•
•
•
•
•
Hardware replacement in 128 countries
Global Centre
1100+ depots
Satellite Centre
$5B+ in spare parts inventory
Regional Centre
840,000 parts delivered annually
24-Hour Hardware
Replacement coverage
250,000 service requests quarterly
Engineers average 5+ years of industry experience
Cisco Services. Making Your Business Work Smarter.
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Opening a Service Request
TAC Technology Expertise
TAC
Service
Request
Tool
 Routing
Direct
Email & Chat
Phone
Direct
 Video, Cisco
TelePresence
CIN
 Service
request
handling
 Service level
severity
 Tech
description
 Contact details
 Continuous
improvement
 IP Telephony,
Voice, Call Center
PeerAssisted
Email Reply
or Call-back
 Optical
 Storage Area
Networks
 Unified Computing
 Security
Development Teams
 Mobile, Wireless,
WiMAX
Smart Call
Home
Support
Communities
 Switching
 Systems
Management
Live
Handoff
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Opening a Service Request
TAC
Service
Request
Tool
Support
Communities
For Severity 3 or 4, open your
service request by web
For low-level severity or determining if
Severity 3 is necessary; also for common
questions and configuration assistance
Smart Call
Home
Automated diagnostic capabilities
creates a service request
Email &
Chat
Open any service request via
[email protected] or chat
Phone
For Severity 1 or 2 network-down
emergency, open service request by
telephone. TH: 02 104 0554
ASIA PACIFIC: +61 2 8446 7411
Cisco Services. Making Your Business Work Smarter.
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Service Request Prioritisation
Severity Levels
Request Prioritisation
High
Severity 1
Impact to
Network
Severity 2
Severity 3
Severity 4
Low
High
Impact to Business
Cisco Services. Making Your Business Work Smarter.
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High
Sev 1
Service Request Severity Level
Sev 3
Request Prioritization
Severity 1
Production network down
Critical impact to business operations
24-Hour Cisco and Customer commitment
TAC will provide Daily Updates
Sev 2
Impact to
Network
Sev 4
Low
High
Impact to Business
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.
Cisco Services. Making Your Business Work Smarter.
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Cisco.com
Software
Support
1. TAC initial WebEx session
Cisco TAC
Advance
Hardware
Replacement
Remote
Management
WebEx
Network
(internet)
Customer
Network
(Private)
3. Customer join the web meeting
5. Customer share the application
and let TAC take control
Proactive
Alerts
4. Customer connect to local network
2. TAC send meeting number to customer
2. TAC join WebEx voice bridge
3. Customer join WebEx voice bridge
Cisco Services. Making Your Business Work Smarter.
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Monitoring TAC SR Progress
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
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TAC Service Request Escalation
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.
Cisco Services. Making Your Business Work Smarter.
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Advance Hardware
Replacement
© 2010 Cisco and/or its affiliates. All rights reserved.
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Service Availability Matrix
Service Availability Matrix (SAM)
http://tools.cisco.com/apidc/sam/search.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.
SAM Administration
http://tools.cisco.com/apidc/sam/supportcase.do
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Service Availability Matrix – Non-compliant part
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