Cisco Technical Services:
E nhancem ent s f or
L at in A m erica
May 2007
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
1
Cisco Technical Services
Integrated Solutions for End-to-End Sup p ort
T e c h n i c al S e r v i c e s D e l i v e r y C o m p o n e n t s
S o f t w ar e S u p p o r t
C is c o .c o m
A d v an c e H ar d w ar e
R e p l ac e m e n t
C is c o
Innovative system and application
sof tw ar e and IT -r elated su ppor t
th at h elps max imiz e tech nolog y
investment
F lex ib le and r esponsive h ar dw ar e
r eplacement su ppor t th at h elps
max imiz e oper ational r eliab ility
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
Incr eases self -su f f iciency and
pr odu ctivity w ith r eg ister ed
access to online tools and
r esou r ces
®
T A C
S u pplements in-h ou se staf f w ith
access to h ig h ly-tr ained netw or k
and application sof tw ar e
eng ineer s and R & D eng ineer s
2
Cisco Services Portfolio Offerings
D elivera b les
C is c o S m a r t F o u n d a tio n
S e r v ic e s *
C is c o S M A R T n e t/
S M A R T n e t O n s ite
C is c o S P B a s e /S P B a s e
O n s ite
C is c o S h a r e d S u p p o r t
T a rg e t
C u s to m e r
S m a ll a n d M e d iu m
A ll C o m p a n ie s
S e r v ic e P r o v id e r s
A ll C o m p a n ie s
G o -t o -M a r k e t
C is c o d e liv e r e d , C is c o s e r v ic e
C is c o d e liv e r e d , C is c o s e r v ic e
C is c o d e liv e r e d , C is c o s e r v ic e
P a r tn e r d e liv e r e d , P a r tn e r
s e r v ic e
D e liv e r a b le s
N
p ro
S M
a c c
b a s
R e g is te r e d a c c e s s to a w a r d w in n in g C is c o .c o m k n o w le d g e
b a s e
R e g is te r e d a c c e s s to a w a r d w in n in g C is c o .c o m k n o w le d g e
b a s e
C is c o p r o v id e s to p a r tn e r :
e tw
d u c
B s ;
e s s
e d
o rk m
tiv it y
c a n
e d th
p o rta
a n a g
to o ls
b e lo a
ro u g h
l
B u s in e s s e s
e m e n t &
d e s ig n e d fo r
d e d to la p to p o r
s p e c ia l W e b -
C is c o O S m in o r s o ftw a r e
u p d a te s
N
h a
a v
S h
e x t B u s in e s s D a y a d v a n c e
r d w a r e r e p la c e m e n t, w h e r e
a ila b le ; o th e r w is e S a m e D a y
ip
24-h o u r
re q u e s ts o
e n g in e e r s
h o u rs , d u r
a c c e s s to o p e n
n lin e . C is c o S M
c a ll b a c k w ith in
in g b u s in e s s h o
s e r v ic e
B T A C
24
u rs
A r o u n d -t h e -c l o c k , d i r e c t a c c e s s
to C is c o e n g in e e r s a n d C is c o
T A C –E n g lis h s u p p o r t
C is c o O S s o f tw a r e u p d a te s
A d v a n c e h a r d w a r e r e p la c e m e n t
o p t i o n s , f r o m 4-h r t o N B D
A c c e s s to o n s ite C is c o f ie ld
e n g in e e r ( w ith O n s ite o p tio n o n ly )
A r o u n d -t h e -c l o c k , d i r e c t a c c e s s
to C is c o e n g in e e r s a n d C is c o
T A C –E n g lis h o n ly
C is c o O S s o f tw a r e u p d a te s
SP Base plus Advance Hardware
R eplacem ent also o f f ers:
A d v a n c e h a r d w a r e r e p la c e m e n t
o p t i o n s , f r o m 4-h r t o N B D
F
L A
P o
R o
o n
o r to
T A M
rtu g u
u tin g
ly . W
p s e
T A C
e s e
a n d
W T
le c
in
8x
W
A C
t a c c o
S p a n
5fo r S
A N te
a fte r
T A C
L e v e l III s u p p o rt
A c c e s s to C is c o .c o m
C is c o O S s o f tw a r e
u p d a te s
S o f tw a r e A p p lic a tio n
S u p p o r t S e r v ic e s ( S A S )
a n d S A S p lu s U p g r a d e
A d v a n c e h a rd w a re
r e p l a c e m e n t , 4-h r & N B D
u n ts :
is h &
w itc h in g ,
c h n o lo g ie s
h o u rs .
* F o r m e r ly k n o w n a s C is c o S M B S u p p o r t A s s is ta n t
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
3
Cisco Services Portfolio Offerings
N ew T S E nh a ncem ents
T a rg e t
C u s to m e r
G o -t o -M a r k e t
D e liv e r a b le s
C is c o S m a r t
F o u n d a tio n S e r v ic e s *
C is c o S M A R T n e t/
S M A R T n e t O n s ite
C is c o S P B a s e /S P B a s e O n s ite
C is c o S h a r e d
S u p p o rt
S m a ll a n d M e d iu m
B u s in e s s e s
A ll C o m p a n ie s
S e r v ic e P r o v id e r s
A ll C o m p a n ie s
C is c o d e liv e r e d , C is c o
s e r v ic e
C is c o d e liv e r e d , C is c o s e r v ic e
C is c o d e liv e r e d , C is c o s e r v ic e
P a r tn e r d e liv e r e d ,
P a r tn e r s e r v ic e
eng ineers and Cisco T A C – E ng l ish
su pport
eng ineers and Cisco T A C – E ng l ish onl y
Valid Cisco.com
password
and R egactive
contract
Cisco provides to partner:
R eg istered access
to aw ard-w inning
istered accessservice
to aw ard-w inning Cisco.
com
Cisco. com k now l edg e b ase
k now l edg e b ase
T A C L evel I I I su pport
are mandatory
access
new
S e-clenh
ancements
A rou nd-th e-cl to
ock , direct
access to Cisco
A rouT nd-th
ock , direct
access to Cisco
A ccess to Cisco. com
N etw ork m anag em ent &
produ ctivity tool s desig ned f or
S M B s; can b e l oaded to l aptop or
accessed th rou g h special W eb b ased portal
Cisco O S sof tw are u pdates
E ach person
ave own SP
Cisco.com
password. I f S of tw are A ppl ication S u pport
Cisco O mu
S sof tw st
are u hpdates
Base plus Advance Hardware Replacement
S ervices ( S A S ) and S A S pl u s
also o f f ers:
A dvance h ardw are repl acem ent options,
U pg rade
N ex t B u siness
D ay ared
advance password is u sed, only
sh
f
irst
u
ser
will
h
ave
f rom 4 -h r to N B D
h ard-w are repl acem ent, w h ere
A dvance h ardw are repl acem ent options, f rom 4 A dvance h ardw are
avail ab l e; oth erw ise S am e D ay
A ccess to
onsite Cisco f iel dto
eng ineer
h r to N B D enh ancements
repl acem ent, 4 -h r & N B D
permanent
access
th
e
new
S h ip
( w ith O nsite option onl y )
Cisco O S m inor sof tw are
u pdates
T op sel ected accou nts: L A T A M T A C in S panish &
P ortu g u ese 8 x 5 f or S w itch ing , R ou ting and W A N
tech nol og ies onl y . W W T A C af ter h ou rs ( E ng l ish )
Cisco O S sof tw are u pdates
Open support request via
ph one in S panish &
P ortug uese 8 x 5 . A f ter
h ours, E ng l ish onl y .
I n th e Cisco.com prof ile, th e f ield “cou ntry ” mu st match
Open S 3 & S 4 servic e requests onl ine via
C isc o e-m ail or
tool inaccess
S panish & P ortugto
uese
any
of
th
e
L
A
merican
ntries
new L og istic s S upport C enter
atin
Open support
request via ph onecou
in
Open S 3 & S 4 servic e
S panish & P ortug uese 8 x 5 . A f ter
request via ph one in S panish
requests onl ine via C isc o e( parts repl ac em ent) 1 2 x 7 in
will& Open
b P ortug
e support
denied
h enh
ours, E ngancements
l ish onl y .
uese 8 x 5 . A f ter h ours, E ng l ish onl y .
m ail tool in S panish &
S panish & P ortug uese
2 4 -h ou r access to open service
req u ests onl ine. Cisco S M B T A C
eng ineers cal l b ack w ith in 2 4
h ou rs, du ring b u siness h ou rs
Open S 3 & S 4 servic e requests
onl ine via C isc o e-m ail tool in S panish
& P ortug uese
P ortug uese
C om m erc ial T A C in S panish &
P ortug uese 8 x 5 f or S w itc h ing , R outing
& W A N tec h nol og ies onl y . W W T A C
af ter h ours ( E ng l ish )
C isc o. c om ac c ess to transl ated
tec h nic al support d oc um ents in
S panish & P ortug uese
L og istic s S upport C enter ( parts
repl ac em ent) 1 2 x 7 in S panish &
P ortug uese
P r e s e n ta tio n _ ID
* F orm erl y k now n as Cisco S M B S u pport A ssistant
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
L A T A M T A C in S panish & P ortug uese 8 x 5
f or S w itc h ing , R outing & W A N tec h nol og ies
onl y . W W T A C af ter h ours ( E ng l ish )
E sc al ation w ith T A C D uty M g r in S panish &
P ortug uese 8 x 5 . A f ter h ours, E ng l ish onl y .
C isc o. c om ac c ess to transl ated tec h nic al
support d oc um ents in S panish & P ortug uese
E sc al ation w ith L og istic s M g r in S panish &
P ortug uese 8 x 5 . A f ter h ours, E ng l ish onl y .
L og istic s S upport C enter ( parts
repl ac em ent) 1 2 x 7 in S panish & P ortug uese
4
Cisco Smart Foundation Services
Enhancements
For partners and/or customers with an active
C isco S mart Foundation S ervices contract
( f ormerl y k nown as C isco S M B S A )
Submit local language service request online
via C isco e-mail tool
Customers and partners may now open Severity 3 and
Severity 4 servic e req uests onl ine with th e Cisc o T A C
b y f il l ing out th e onl ine f orm in Spanish or P ortug uese.
T o use servic e req uest onl ine f orm in Spanish :
www. c isc o. c om/ support/ L A / es/ pub l ic / spanish _ intro. h tml
T o use servic e req uest onl ine f orm in P ortug uese:
www. c isc o. c om/ web / B R / suporte/ c ontato. h tml
C ustomers and p artners may also continue to
submit service requests using th e E nglish f orm
available th rough th e SM B SA P ortal.
T o use servic e req uest onl ine f orm in E ng l ish :
h ttp: / / tool s. c isc o. c om/ Support/ SM B SA / L og in. do
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
5
Cisco SM A R T net - Commercial
Enhancements
For partners and/or commercial customers with
an active C isco S M A R T net contract
C ustomer I nteraction N etw ork ( C I N ) assistance
in Sp anish or P ortuguese
9 a. m. to 5 p. m. , M onday th roug h F riday
L oc al l ang uag e support inc l udes:
- Creating servic e req uests
- E sc al ating Severity 1 ( S1 ) and Severity 2 ( S2 ) issues
to appropriate eng ineer
- H el ping c ustomers manag e th eir Cisc o. c om prof il es
- O th er g eneral tec h nic al support needs
Submit local language service request online
via C isco e-mail tool
Customers and partners may now open Severity 3 and
Severity 4 servic e req uests onl ine with th e Cisc o T A C
b y f il l ing out th e onl ine f orm in Spanish or P ortug uese.
T o ac c ess l ist of l oc al ph one numb ers or servic e req uest
onl ine f orms:
In S p a n is h
w w w . c is c o . c o m / s u p p o r t / L A /e s / p u b lic / s p a n is h _ in t r o .h t m l
P r e s e n ta tio n _ ID
In P o rtu g u e s e
w w w .c is c o .c o m /w e b /B R /s u p o r te /c o n ta to .h tm l
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
6
Cisco SM A R T net - Commercial
Enhancements ( co nt’d )
For partners and/or commercial customers with
an active C isco S M A R T net contract
C ommercial T A C assistance in Sp anish
or P ortuguese
9 a. m. to 5 p. m. , M onday th roug h F riday
L imited to f ol l owing tec h nol og ies:
Switc h ing , R outing , and W A N tec h nol og ies
A f ter h ours, c ustomers may use usual g l ob al T A C
ac c ess, with servic e provided in E ng l ish
C isco. com tech nical sup p ort w ebsite in local
language
T op support W eb pag es in Spanish and P ortug uese
A c c ess to 5 1 0 0 + transl ated doc uments; with many
additional doc uments stil l avail ab l e in E ng l ish
N ew l oc al l ang uag e W eb P ub l ish ing system
A utomated maintenanc e proc ess k eeps transl ations of
new doc uments avail ab l e on month l y b asis
P arts R ep lacement
L og istic s Support Center providing l oc al l ang uag e
assistanc e – 7 days a week , 9 : 0 0 am to 9 : 0 0 pm
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
7
Cisco SP B a se &
Enhancements
SM A R T net - L a rge E nterp rise
For partners and/or customers with an active
C isco S P B ase or S M A R T net contract
C ustomer I nteraction N etw ork ( C I N ) assistance
in Sp anish or P ortuguese
9 a. m. to 5 p. m. , M onday th roug h F riday
L oc al l ang uag e support inc l udes:
- Creating servic e req uests
- E sc al ating Severity 1 ( S1 ) and Severity 2 ( S2 ) issues
to appropriate eng ineer
- H el ping c ustomers manag e th eir Cisc o. c om prof il es
- O th er g eneral tec h nic al support needs
Submit local language service request online
via C isco e-mail tool
Customers and partners may now open Severity 3 and
Severity 4 servic e req uests onl ine with th e Cisc o T A C
b y f il l ing out th e onl ine f orm in Spanish or P ortug uese
T o ac c ess l ist of l oc al ph one numb ers or servic e req uest
onl ine f orms:
In S p a n is h
w w w . c is c o . c o m / s u p p o r t / L A /e s / p u b lic / s p a n is h _ in t r o .h t m l
P r e s e n ta tio n _ ID
In P o rtu g u e s e
w w w .c is c o .c o m /w e b /B R /s u p o r te /c o n ta to .h tm l
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
8
Cisco SP B a se &
SM A R T net-L a rge E nterp rise
Enhancements ( co nt’d )
For partners and/or customers with an active
C isco S P B ase or S M A R T net contract
A ccess to L atin A merican T A C
in local language
(L A T A M
T A C )
A l imited g roup of c ustomers wil l h ave ac c ess to
tec h nic al support eng ineers in Spanish and P ortug uese
9 a. m. to 5 p. m. , M onday th roug h F riday
Support c urrentl y l imited to th ese tec h nol og ies –
Switc h ing , R outing and W A N tec h nol og ies
T A C
A f ter h ours, c ustomers may use usual g l ob al T A C, with
servic e provided in E ng l ish
escalation in local language
E sc al ation c ases avail ab l e in Spanish and P ortug uese
9 a. m. to 5 p. m. , M onday th roug h F riday
A f ter h ours, c ustomers may esc al ate to g l ob al T A C D uty
manag er, with servic e provided in E ng l ish
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
9
Cisco SP B a se &
SM A R T net-L a rge E nterp rise
Enhancements ( co nt’d )
For partners and/or customers with an active
C isco S P B ase or S M A R T net contract
C isco. com tech nical sup p ort w ebsite in local
language
T op support W eb pag es in Spanish and P ortug uese
A c c ess to 5 1 0 0 + transl ated doc uments; with many
additional doc uments stil l avail ab l e in E ng l ish
N ew l oc al l ang uag e W eb P ub l ish ing system
A utomated maintenanc e proc ess k eeps transl ations of
new doc uments avail ab l e on month l y b asis
P arts R ep lacement
L og istic s Support Center providing l oc al l ang uag e
assistanc e – 7 days a week , 9 a. m. to 9 p. m.
P arts R ep lacement escalation in local language
E sc al ation c ases avail ab l e in Spanish and P ortug uese
9 a. m. to 5 p. m. , M onday th roug h F riday
A f ter h ours, c ustomers may esc al ate to g l ob al Suppl y
Ch ain manag er, with servic e provided in E ng l ish
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
10
Cisco Sh ared Sup p ort
Enhancements
For partners and/or customers with an active
C isco S hared S upport contract
C ustomer I nteraction N etw ork ( C I N ) assistance in
Sp anish or P ortuguese
9 a. m. to 5 p. m. , M onday th r ou g h F r iday
L ocal lang u ag e su ppor t inclu des:
- C r eating ser vice r eq u ests
- E scalating S ever ity 1 ( S 1 ) and S ever ity 2 ( S 2 )
issu es to appr opr iate eng ineer
- H elping cu stomer s manag e th eir C isco. com pr of iles
- O th er g ener al tech nical su ppor t needs
P arts R ep lacement
L og istics S u ppor t C enter pr oviding local lang u ag e
assistance – 7 days a w eek , 9 a. m. to 9 p. m.
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
11
Cisco Technical Services
Ex tend th e L ife of N etw ork A ssets
Software Support
C i s c o. c om
A d v an c e H ard ware
R epl ac em en t
C is c oT A C
Maintain network health and performance
E lev ate network operations with the mos t u pto-date s y s tem and application s oftware
I ncreas e operational efficiency and reliab ility
and control operating ex pens es
C omplement in-hou s e res ou rces and improv e
s taff produ ctiv ity
Max imiz e retu rn on network inv es tment
w w w . cisco. com/ go/ servicios
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
12
Cisco Services I nd u stry R ecognition
I ndu stry S u rvey s
Certif ications
I ndu stry A wards
C ons is tently recog niz ed for indu s try -leading s erv ices innov ation and
ex cellence
B es t practices in S erv ice S u pply C hain, W eb -b as ed S u pport and
C ertification P rog rams
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
13
P r e s e n ta tio n _ ID
©2 0 0 6 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .
C is c o C o n fid e n tia l
14