smart care 1.0 partner user guide

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Cisco Smart Care Services

Partner User Guide

For Qualified Cisco PartnersRelease 1.0October 2007

Customer Order Number:

Text Part Number: OL-12708-1.0
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Cisco Smart Care Services

Partner User Guide 2007 Cisco Systems, Inc. All rights reserved.


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Cisco Smart Care Services Partner User Guide

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C O N T E N T S

Preface ix

About This Guide ix

About Smart Care User Documentation ix

For Partners ix

For Customers x

For Cisco Smart Care Service Administrators x

Features x

Organization of the Guide x

CHA P T E R 1 Cisco Smart Care Service Overview 1

Understanding the Smart Care Service Environment 1

CHA P T E R 2 Smart Care Service Quick Start 1

Getting Started with Smart Care Service 1

Smart Care Service Set Up Activities 1

Customer Installation Activities 2

CHA P T E R 3 Partner Registration 1

Signing Up for Smart Care Service 1

Beginning the Registration Process 1

Logging into the Smart Care Service 3

CHA P T E R 4 Sales Operations 1

Creating Contracts for New Customers 2

Registering a New Customer 2

Understanding Quoting 3

Comparing Quotes and Estimates 3

Viewing a Budgetary Estimate and Requesting a Quote 4

Reviewing Quotes and Ordering the Contract 6

Ordering the Customers Hardware Appliance 9

The Quoting and Ordering Process 10

Support for Quoting Issues 10


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Contract Changes 10

Partner Termination Process 11

Partner/Customer Requests Termination 11

Customer Outgrows Smart Care Service 11

CHA P T E R 5 Operating the Smart Care Service Application 1

Logging In 1

Welcome Page 2

Administration Tasks 2

Managing Customers 3

Adding Customers 4

Managing Appliances 7

Controlling a Network Appliance Remotely 10

Smart Care Services 11

Discovery Service 11

Inventory Service 11

Core Monitor 12

Core Assess and Repair 12

Security Monitor 12

Security Assess and Repair 13

Voice Monitor 13

Voice Assessment 13

VoIP Services 14

Running Services 14

Managing Services 15

Configuring the Partner Profile 16

Adding Your Company Logo 17

Managing Partner Users 19

Adding Partner Users 19

Modifying User Profiles 22

Displaying the Customer Summary 23

Customer Summary 25

Card-level Alerts and Notifications 27Active versus Passive Monitoring 28

Discovered Devices 28

Adding a Device 30Deleting a Device 31Submit for Inventory 31Perform New Discovery 32Optimize the Discovery Engine 32


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Device Inventory 33Generating Quotes from Inventory 33

Core Dashboard 35

Security Analysis 40

Security Passive Monitor 42Voice Analysis 43

Customer Service Reports 51Viewing Reports 53Viewing Reports 53

Customer Administration 58

Customer Services 58

Scheduling a Service 59

Passive Monitor 61

Company Profile 62

Users 64Modifying Users 65Deleting Users 67

Location 69

Support 72

Contact Support 74

Supported Device Matrix 74

Customer Privacy Notice 74

Help 74

Managing Your Profile 74

Backing Up Your Smart Care Data 76

Banner Functions 77

Smart Care Acceleration Program 77

Getting Help 77

Exiting the Service 78

Software Version Information 78

CHA P T E R 6 Troubleshooting 1

Discovery and Inventory Issues 1

Device Was Added with Incorrect Device Type 1

Discovery Does not Identify Device Type 1

Setting up the SNMP String for Call Manager 1

Discovery and Inventory Taking too Long 1

Responding to There are no inventory run devices/devices that support the serviceMessage 2

Appliance status displays Appliance Status : Operation queued in server for remote clientprocessing 2


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Customer Site versus Location 3

Client Registration Fails with the Partner (CCO) login? 3

Adding Customer Information in the Dashboard before Installing the Network Appliance 3

Static IP or DHCP Address for the Network Appliance 3

Hardware Appliance Registration Fails 3

Registering the Hardware Appliance in the Lab 3

Responding toClient re-installation failed error message- 1628 Error Message 4

Assigning and Enabling a Client 4

Browser Response or Display Problems 4

Services Grayed Out 4

Network Devices not Keeping Correct Time 4

Relogging into Smart Care Service 4

Browser Session Fails 5

Discovery Discrepancies 5Useful Tips 5

Restoring Data from Backup 6

Replacing a Network Appliance 7

Responding to Common Error Messages 7

Best Practices 11

Optimizing Discovery and Inventory 11

Optimizing the Client Functionality 12

Multi-channel Server Limitation 12

Backing Up and Restoring Cisco Smart Care Data 12

Welcome Screen 13

Online Help 13

Contacting Technical Support 13

APPEND I X A Configuring Syslog Support 1

Configuring the Client 1

Configuring Cisco Devices for Syslog 1

Configuring Catalyst Devices 2

Configuring Syslog 4

Examples 5

Correcting the Syslog Timestamp 5

Catalyst Switch 5

Router 5


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APPEND I X B Configuring SNMP Support 1

Installing the Event Monitoring Service 1

Installing the Remote Serviceability Kit 2

INDEX


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Preface

About This GuideThis guide is intended for Cisco Smart Care Service partners.

For qualified Smart Care Service partners, this user guide contains all the information needed to

configure and maintain the Cisco Smart Care Service program both at your location and on yourcustomer networks.

About Smart Care User DocumentationThe Smart Care Service user documentation includes:

Smart Care Service Partner User Guide

Smart Care Service Partner Configuration Guide

Smart Care Service Customer User Guide

Smart Care Service Message Reference

Smart Care Service Release Notes

Smart Care Service Administrator Guide

Additional Smart Care user information is available in the application online help, training accessible

from the Smart Care application Welcome page, and marketing collateral such as FAQs and datasheets

available from the partner portal.

The order in which this documentation set should be used is:

For Partners

Smart Care Service Release Notes to obtain the latest information for a release.

Smart Care Service Partner Configuration Guide for instructions on presenting Smart Care to new

customers.

Smart Care Service Partner Configuration Guide for instructions on configuring the Network

Appliance for new customers.

Smart Care Service Partner Configuration Guide again for instructions on running the Smart Care

application after customers have been added to Smart Care.


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Preface

Features

Smart Care Service Message Reference for information on understanding Smart Care messages and

the appropriate action to take.

For Customers

Smart Care Service Release Notes to obtain the latest information for a release.

Smart Care Service Customer User Guide for information on using the Smart Care application.

Smart Care Service Message Reference for information on understanding Smart Care messages and

the appropriate action to take.

For Cisco Smart Care Service Administrators

Smart Care Service Administrator Guide for information on using the Smart Care Admin Tool.

FeaturesSmart Care includes the following features:

Provides network-level management in a secure environment offering 24/7 technical support, spare

parts support, and IOS device upgrades.

Features pro-active monitoring by qualified network professionals.

Includes pro-active notifications of security vulnerabilities, end of life notifications for hardware

and software, and other notifications.

Provides remote assessment and repair of the network.

Enables customers to assess and prepare graceful network upgrades, seamless integration of new

equipment, and extend network functionality by adding new capabilities and technologies while

minimizing down time.

Organization of the GuideThis guide explains how to install, configure, and operate Smart Care Service products in all supported

environments as follows:

Chapter 1, Cisco Smart Care Service OverviewIntroduces the Smart Care Service program.

Chapter 2, Partner RegistrationExplains how partners become Smart Care Service vendors.

Chapter 3, Configuring the SystemProvides detailed instructions on setting up the Smart Care

Service application.

Chapter 4, Sales OperationsDiscusses the contract quoting and estimating process.

Chapter 5, Operating the Smart Care Service ApplicationExplains how to operate the Smart Care

Service application.

Chapter 6, TroubleshootingLists common problems and typical solutions.
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Preface

Organization of the Guide

Appendix A, Configuring Syslog SupportExplains how to set up Syslog monitoring for the Smart

Care Service environment.

Appendix B, Configuring SNMP SupportExplains how to Simple Network Management Protocol

for the Smart Care Service environment.


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Preface

Organization of the Guide


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C H A P T E R

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1Cisco Smart Care Service Overview

The CiscoSmart Care Service is a service offering that provides Cisco Partners with a proactive service

platform that allows them to create tailored services for their SMB customers. The service covers

networks with a device count of between five and 105 commercial-class Cisco products, including

voice.1

Smart Care is implemented on the customer site through a Network Appliance (hardware) or NetworkClient (software), that continually analyzes data about the health of the network then securely

communicates this information to the partner through a Cisco hosted system. The Network Appliance or

Network Client also provides a broad range of proactive assess and repair, Cisco network foundation,

voice, and security solutions on a single contract. Additionally, Smart Care provides:

Proactive notifications to simplify the updating of Cisco devices

Partner delivered technical support backed by expert Cisco TAC

Hardware replacement of qualified Cisco devices

Understanding the Smart Care Service EnvironmentThe Cisco Smart Care Service environment (shown in Figure 1-1), includes:

A hardware appliance located on each customers network.

Alternately a software client in place of the appliance.

The appliance or client polls monitored devices and gathers information on supported Cisco devices

Installing the software client on a laptop is a convenient way to demonstrate the Smart Care Service

to prospective customers, and to gather network data used for quoting annual service contracts.

A browser-based application (Firefox 1.5 or higher or Internet Explorer 6.0 or higher)

This document describes the browser-based application. The client (hardware and software) is described

in the Cisco Smart Care Service Configuration Guide.

1. IP phones are fully covered by the service but are not counted as a unit in the pricing.


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Chapter 1 Cisco Smart Care Service Overview

Understanding the Smart Care Service Environment

Figure 1-1 The Smart Care Network Environment

The Smart Care Service system:

Simplifies network-wide management for customers networks that are growing in size and in

complexity.

Displays current status of the network for devices, security, VoIP and the like.

Reduces the cost of managing a network by levering Cisco Partner expertise and experience backedup by Cisco Technical Support.

Allows the full range of small to medium sized business (ideally from 50 to 600 employees) to have

the benefit of a 24/7 fully monitored and managed network.

Provides Cisco technical support services, spare parts, constant monitoring, upgrading,

configuration back up and recovery without the attendant investment in a Network Operations

Center and the cost of training staff to run it.

Facilitates the deployment of new technologies and services.

Redundant, mirrored serverfarms providing portaland server functions. Partners and Customers

require only standard browserand Internet access to utilizethe service including theadvanced diagnostic tools

enabled by the on-site device.

Pre-Sales and Transactional:Windows XP Laptop, runs allrequired on-site applications.

Post-Sales:1 RU Appliance. Runs all on-site

required functionality

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C H A P T E R

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2Smart Care Service Quick Start

This chapter provides a flow chart of the tasks a Smart Care Service partner needs to get started

providing the Smart Care Service to a customer. This chapter is not recommended for Partner unfamiliar

with Smart Care. If you are new to Smart Care, proceed with the following chapters to learn how to

register, order clients for your customers, and operate the Smart Care application.

Getting Started with Smart Care ServiceThe following tasks are recommendations designed to help a partner organize their efforts when

presenting Smart Care Service to a prospective customer.

Smart Care Service Set Up Activities

Step 1 Cisco representative makes the initial Smart Care Service presentation to the business owner. 1

Step 2 Interested partners complete Smart Care Service registration. (See the Chapter 3, Partner

Registration.)

Step 3 Partners get technical training/demo. (See the Smart Care Service Administrator.)

Step 4 Partners review Q&A on program with Cisco representatives.

Step 5 The Smart Care Service Network Appliance (hardware) is shipped. (See the Smart Care Service

Administrator.)

Step 6 Install/upgrade Network Client (software.) (See the Smart Care Service Configuration Guide.)

Step 7 Install, register, and verify the customer Network Appliance in the partner lab. (See the Smart Care

Service Configuration Guide.)

Step 8 Conference call with Cisco to review questions/issues. (See the Smart Care Service Administrator.)

Step 9 Install hardware appliance. (See the Smart Care Service Configuration Guide.)Step 10 Assign and enable client. (See Managing Appliances section on page 5-7.)

Step 11 Run Discovery. (See the Managing Services section on page 5-15.)

1. Before a partner can register, they must confirm eligibility. One part of this is to have their partner SE complete a

base level of training and pass the Smart Care Service Online Test (free to partners). Once they meet the minimum

eligibility requirements, they can register. After registering, the partner should include additional training

opportunities.


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Chapter 2 Smart Care Service Quick Start

Getting Started with Smart Care Service

For information on fine-tuning the discovery engine, see the Optimize the Discovery Engine section

on page 5-32

Step 12 Perform Inventory Service. (See the Managing Services section on page 5-15.)

Step 13 Run Security Assessment and Repair. (See the Managing Services section on page 5-15.)

Step 14 Run Core Technology Assessment. (See the Managing Services section on page 5-15.)

Step 15 Run VOIP Services (if Cisco Unified Communications Manager or Cisco Unity exist.) (See the

Managing Services section on page 5-15.)

Customer Installation Activities

After the customer buys an annual contract, the following steps are recommendations for organizing

their Smart Care Service installation.

Step 1 Identify Customer(s)

Step 2 Schedule install date at customers.

a. Network Appliance installation (See the Smart Care Service Configuration Guide.)

b. Or Network Client installation (See the Smart Care Service Configuration Guide.)

Step 3 Verify and preregister hardware in partner lab. (See the Smart Care Service Configuration Guide.)

Step 4 Customer Pre-Install checklist sent and reviewed. (See the Smart Care Service Configuration Guide.)

Step 5 Schedule resources for install.

Step 6 Install/upgrade (on site).

a. Network Appliance installation

b. Or Network Client installation

Step 7 Run Discovery. (See the Managing Services section on page 5-15.) Required before any other service

can be run.

Repeat as necessary for each subnet.

Step 8 Perform Inventory Service. (See the Managing Services section on page 5-15.) Required after

Discovery and before any other service can be run.

Repeat as necessary for each subnet.

Manually add devices that are not auto-discovered. (See the Adding a Device section on

page 5-30.)

Run inventory on manually added devices if necessary.

Step 9 Request estimate or quote.

Step 10 Run Security Assessment and Repair. (See the Managing Services section on page 5-15.) Produce report and show it to customer.

Step 11 Run Core Technology Assessment. (See the Managing Services section on page 5-15.)

Produce report and show it to customer.

Step 12 Run VOIP Services (if Cisco Unified Communications Manager or Cisco Unity exist). (See the

Managing Services section on page 5-15.)

Step 13 Schedule services. (See the Managing Services section on page 5-15.)


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3Partner Registration

Signing Up for Smart Care ServicePartners who qualify and who are interested in offering the Smart Care Service are automatically

approved at the Cisco Small and Medium Business (SMB) Theater and Account Manager level.

Approved Cisco partners that are selected for this service are then sent information on the program,including instructions on how to register as Smart Care Service partners. When a partner starts the

registration process, their information is downloaded into the registration form from the Cisco partner

database.

Beginning the Registration ProcessTo register as a Smart Care Service-approved partner:

Step 1 Go to: ht t p: / / www. c i sc o. c om/ go/ s mb/ net wor kser vi ce

The login screen shown in Figure 3-1appears.

Figure 3-1 The Smart Care Service Login Screen

Step 2 Enter your Cisco partner (Cisco.com) User Name and Password.

Step 3 Click OK.

Step 4 Click Register.

The Registration Details screen appears as shown in Figure 3-2.
http://www.cisco.com/go/smb/networkservicehttp://www.cisco.com/go/smb/networkservice


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Chapter 3 Partner Registration

Beginning the Registration Process

click to accept here.

Figure 3-2 The Registration Form

The Registration screen pre-populates with information contained in the Cisco partner database. This

information includes:

Field Description

Personal Profile Details

Organization Name Company name. This is typically the full legal

name of the company, for example, International

Business Machines, Incorporated.

Short Name The abbreviated name for the business. This is

typically the name the company is more

commonly known by, for example, IBM.

Address The physical address and suite number (if any).

City The city.

State The state or province.

Country The country.

Postal Code The postal code.

Phone 1 The primary phone number.

Phone 2 Secondary phone numbers (such as cell phone).


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Step 5 Click Submitto send your registration request to the Cisco Smart Care Service Administrator.

Figure 3-3 Registration Request Submitted

Once you submit a registration request to become a Smart Care Service-approved partner, the Cisco

Smart Care Service Administrator will receive an e-mail notification to process the information

contained in your registration request.

Logging into the Smart Care Service

Once you are approved as a Smart Care Service partner:

Step 1 Click the login link in the approval e-mail to launch the Smart Care Service.

Fax The primary fax phone number.

e-mail The company e-mail address.

Partner User Details

Login Name The Cisco.com user ID for this partner.

First Name This users first name.

Middle Name This users middle name.

Last Name This users last name.

Designation The job title for this user.

Phone 1 This users primary phone number.

Phone 2 This users secondary phone number.

Mobile This users cell phone number.

e-mail This users personal e-mail address.

Choose Smart Care ServicesCheck the individual services that your company is providing.

Field Description

Welcome to the Smart Care Service


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Step 2 Enter your partner Cisco.com username and password to access the application.

Step 3 Go to Chapter 5, Operating the Smart Care Service Applicationfor information on using the

application.


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4Sales Operations

This chapter explains the business aspects of Smart Care. Figure 4-1shows how Smart Care works. This

illustration following the processing that occurs when a Customer launches the Discover and Inventory

services. (The other Smart Care services work in much the same way.)

Figure 4-1 Basic Smart Care Functionality

The processing shown in Figure 4-1includes (numbers correspond to the illustration):

Register for Smart Care (1)

Verify the certificate in real time (2)

Create a Partner company in Smart Care (3)

Register the Customer (4)

Search/create (5)

SmartCare

Contract

SMS3andIQT

EncoverPortal

iTSPlatform

SCM

CAASAPI

OpsXML

PartnerDatabase

Smart CarePortal

Smart CareDatabase

EDSG QTC CIBER C3

Partneruser

CustomerNetwork

221969

1

4

7

2

5

16 15 12

8

9a

9b

3

6

10

14

11 13


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Chapter 4 Sales Operations

Creating Contracts for New Customers

Create a Customer in Smart Care (6)

The Partner runs Discovery and Inventory (7)

The D & I is handed off to the OpsXML server (8)

OpsXML interacts with Smart Care and the Customer network (9a and 9b)

Network data is written to the Inventory module (10)

The Smart Care database writes to the iTS platform (11)

The iTS platform writes scrubbed data to SCM (12)

SCM writes the scrubbed data to the Smart Care database (13)

The quote request is generated and sent to Encover (14)

Encover creates the quote (15)

Quote generates the Smart Care contract (16)

Creating Contracts for New CustomersNew customers must have a contract in place before they can participate in Smart Care Services.To create the necessary contract for new Smart Care customers, follow the instructions below.

Registering a New Customer

To add a new customer to Smart Care, the Partner must:

Step 1 Create a new customer. (For details, see the Managing Customers section on page 5-3.)

Step 2 Associate a software client with the new customer. (For details, see the Managing Appliances section

on page 5-7.)

Step 3 Run the Discovery and Inventory Services. (For details, see the Managing Services section on

page 5-15.)

Step 4 On the Device Inventory Page, press Save and Continueto continue to the Price Estimatepage.

Step 5 On the Price Estimatepage, the Partner and Customer can increase their technology level by answering

the questions on the questionnaire. This will increase the technology level of their quote.

The technology level determines what services the Partner is able to access in the Portal after the contract

is created.

Step 6 Press Request for Final Quoteto submit the data.

The quote must be a minimum total weight of 5 before a final quote can be submitted.

Step 7 The inventoried device data is validated further and is checked for existing contract coverage.

Step 8 Partners who are registered with Encover, and who have signed their terms and conditions agreement,

will receive an e-mail notification that the quote is ready to be viewed. To view the quote, the Partner

can log onto Encover Online.

Step 9 Once the contract is created, the default weekly Discovery Service runs is scheduled automatically. The

Partner can also run the service manually to add additional devices to the network.


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Understanding Quoting

Step 10 As additional inventoried devices are detected, the data is sent through validation processes and the

Smart Care contract is updated.

Understanding QuotingThis section reflects information on the quoting process taken from the Cisco Smart Care Service Sales

Operations Guide to Quoting and Ordering Service. This section explains the process of quoting,

estimating, and ordering Smart Care Services and equipment. It also includes information about the

fulfillment processes. For more information, please refer to this document.

Chapter 5, Operating the Smart Care Service Application,repeats portions of this process from the

perspective of the Smart Care application and provides details about the screens used.

Comparing Quotes and Estimates

It is important to understand the difference between estimates and quotes. Estimates are simply budgetary

quotes for planning purposes. For example, they do not consider the network devices that may already be coveredunder another service contract.

Table 4-1describes the differences between a quote and an estimate.

Note If a device has an end-of-life date that falls within 30 days of the end of the standard 60 day expiration,

the quote expiration date would be 30 days.

Table 4-1 Comparing Estimates and Quotes

Smart Care Service Estimates Smart Care Service Quotes

Not a binding quote. A legally binding quote.

Used for budgetary purposes. Used for ordering.

Immediately available after performing network

discovery and creating a network device

inventory.

48-hour turnaround.

Does not take existing contracts into

consideration.

Prepared by Cisco (via Encover).

Valid for 60 days.

Devices listed on the quote have been reconciled

by Cisco and the price excludes gear covered on

existing contracts.

Can be downloaded to add the partners

value-added services.


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Viewing a Budgetary Estimate and Requesting a Quote

Once you have created the network inventory, you can generate an estimate for an annual service contract

with the click of a button. The pricing tool is built into the Smart Care Control Panel.

To generate an estimate:

Step 1 From the Smart Care Control Panel navigation pane, choose a customer name, and then click DeviceInventory.

The completed device inventory appears as shown in Figure 4-2.

Figure 4-2 Device Inventory Used to Generate a Pricing Estimate

Step 2 Click Save and Continu e.

Within a few seconds, an Estimate for an annual service contract appears.

This includes the network or contract level based on the type of technology found on the network. Italso shows the device count, based on the number and type of devices.

If you are updating a previous estimate and you have added new technologies not listed in the inventory,

you can choose those technologies, and then click Recalculateto update the estimate. The estimate also

shows where the contract price falls within the pricing matrix. See the Figure 4-3.


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Figure 4-3 Pricing Estimate Based on a Network Device Inventory

Step 3 Review the estimate. If everything appears to be correct, click Submit.

This sends a request to Cisco for a formal quote.

Note When you request a quote, Cisco reconciles the customers network inventory data to check for missing

or invalid serial numbers and product IDs. This process also checks to see the if any of the listed devices

are already covered under another contract, or if there are any devices that would disqualify the network

from being covered on a Smart Care Service Contract.

The reconciled data is sent to Encover to prepare the final quote.


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Figure 4-4 Cisco Reconciles Inventory Data Before the Quote is Created

Reviewing Quotes and Ordering the Contract

Within approximately 48 hours of a request for a quote, Encover Contract Services will send an e-mail

to the partner who requested the quote. See the Figure 4-5. This partner can log in by using a link in the

e-mail notification, review the quote, and buy the service contract.

Figure 4-5 E-Mail Notifying a Partner that a Quote is Ready for Purchase

To respond to the e-mail notification from Encover:

Step 1 Click the link in the quote notification e-mail.

Step 2 Log into the Web-based quoting and ordering service (hosted by Encover).

Reconciled inventory datais sent to Encover to

create the Smart Careservice contract

Filtered andScrubbed Data

Contractand B

Raw

Inventory Data

221971


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The quote appears, similar to the example shown in Figure 4-6. Each quote includes summary

information at the top and details about the covered devices at the bottom.

Figure 4-6 Reviewing a Smart Care Service Quote

Step 3 Review the quote.

You have the following options:

Click Declineto decline the quote.

Click Change Requestto request a change.

Click Downloadto download an Excel (.csv) file to your computer and add your own services before

presenting the quote to the customer. (The Download button is on the upper-right side of the page.)

Click Buyto purchase the quote.

Step 4 Once the customer accepts the quote, click Buyto purchase the service. The Payment window appears asshown in Figure 4-7.


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Figure 4-7 Selecting Payment Options

Note Complete the payment information. You have the option of making monthly payments or you can pay

for the entire annual contract. For monthly payments, a purchase order is required.

Step 5 To change the payment schedule, click Changeand select a different payment option.

Step 6 Click Continue.

The Review and Submit window appears as shown in Figure 4-8.

Figure 4-8 Review and Submit Payment

Step 7 Review the information, and then click Submit Paymentwhen ready to complete the order.

The partner who placed the order is notified by e-mail when the order is received and the contract is

created.


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Ordering the Customers Hardware Appliance

The customer can install a Smart Care Network Client (software Client) or a Smart Care Network

Appliance (hardware Appliance). Cisco recommends that they install a Hardware Appliance. When the

customer purchases an annual contract, they receive the Network Appliance at no additional cost (except

for any government-levied taxes or duties).Typically, the partner will order and install the Network Appliance on the customers network. Partners

must request a new Network Appliance for each new contract that requires it.

To order a Network Appliance:

Step 1 Using the Smart Care Control Panel navigation pane, choose the Smart Care Administration menu, and

then click Assessment Appliances. The Cisco Network Assessment Appliances page appears as

shown in Figure 4-9.

Figure 4-9 Ordering the Smart Care Network Appliance

Step 2 Click Order Appliances.

The Hardware Appliance Orderingpage appears as shown in Figure 4-10.

Figure 4-10 Hardware Appliance Ordering


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Support for Quoting Issues

Step 3 Choose the location for shipping. You can choose to have the Appliance shipped to your partner location

or the customer site.

Step 4 Choose a Power Cord type from the drop-down list.

Step 5 Step 5. Click Submit Order.

It typically takes 5 to 10 business days for the unit to arrive.

Note For information on installing and configuring the Hardware Appliance, refer to the Smart Care Partner

Website or theSmart Care Service Configuration Guide.

The Quoting and Ordering Process

The process of ordering and quoting is:

Request a Quote

Filter and Scrub Inventory Data Review Quote is Ready e-mail

Log in and Review the Quote

Order and Select Payment Options

Viewing all Quotes

Weekly Quote Reminders

Support for Quoting Issues

For technical support when quoting, contact SSC: 1-800-GO-CISCO

To open a case, go to:

www.cisco.com/go/ssc

Contract Changes

This section describes the types of changes that can be made to the Smart Care contract.

Partner is Alerted of New or Missing Device.

Partner Adds New Device to Inventory.

Partner Requests a Contract Update.

Moving, Adding, or Deleting Devices.

Making Changes to Existing Contracts.

Reasons for Terminating Contracts.

Cisco Smart Care Service contracts is terminated if:

The partner fails to pay.


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Partner Termination Process

The customer fails to pay.

Network grows beyond a 105 device count and customer has not moved to a new service program

in 60 days.

Partner or customer requests a cancellation:

At mid-year: Must be approved by the Smart Care Administrator.

At year-end: Contract is set to Do Not Auto Renew.

Partner Termination ProcessWhen a Smart Care partner terminates their participation:

Cisco Smart Care Service Administrator or Encover can process the termination on the partners

behalf.

The Smart Care Administrator will receive the termination request, verify for accuracy, and review

any request for credit. Smart Care Administrator sends the request to Cisco Customer Service.

Customer Service cancels the contract and if credit is requested, forwards to the finance teams torequest the credit.

Once the Smart Care system detects that the contract has been terminated (via a scheduled program),

access of the Customer/Partner is turned off for that network.

After a Smart Care Service contract is terminated, the Smart Care Service Appliance is removed

from the customer site by the partner.

Partner/Customer Requests TerminationShould a customer wish to change partners, the existing client installation is removed and the new

partner will proceed with the desired installation. For more information, contact SSC at: 1-800-GO-CISCO

To open a case, go to:

www.cisco.com/go/ssc

Customer Outgrows Smart Care Service

Because Smart Care is designed to service a SMB-class business with no more than 105 eligible devices,

when a business outgrows the coverage offered by Smart Care, the Cisco Administrator can guide these

growing businesses to the appropriate upgrade programs.


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5Operating the Smart Care Service Application

This chapter explains how the browser-based software application functions. The primary function of

the software application is to deploy services, request quotes, generate reports, monitor network health,

manage supported Cisco devices, apply network fixes, and facilitate deploying new services.

Note The Smart Care Service application is compatible with Internet Explorer (version 6.0 or higher) andFirefox (version 1.5 or higher). The application is best viewed at a screen resolution of 1024 x 768.

Logging InSmart Care Service-qualified partners can log into Smart Care at:

http://www.cisco.com/go/smartcare

using their Cisco.com user name and password as shown in Figure 5-1.

Figure 5-1 Login Page
http://www.cisco.com/go/partner/smboperateandoptimizehttp://www.cisco.com/go/partner/smboperateandoptimize


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Chapter 5 Operating the Smart Care Service Application

Welcome Page

Welcome PageThe Welcomepage (Figure 5-2) is the opening screen for partners. It displays useful information on the

steps to get started using the interface. It also includes information for getting support, training, and

other resources.

Figure 5-2 Welcome to Smart Care

You have the option of not displaying the Welcome page upon login by unchecking Always show this Pagewhen I login. If you opt to not have the Welcome page display, you can always redisplay it by clicking the

Welcomelink.

Administration TasksFirst time Smart Care users need to create users and customer accounts, manage the Network Appliance

or Network Client, and run Discovery to create an inventory upon which other subscribed to services ca

be run.

All of these tasks are described in the Administration section on the navigation pane. This section shows

you how to: Create or modify customer accounts using Smart Care Services.

Manage the network appliance.

Enable, disable, or modify services.

Manage the partner profile and system configuration.

Manage partner user accounts.

Manage the account of the user currently logged in.

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Administration Tasks

Managing Customers

When you click Customer Management on the navigation pane, the Customer Management page displays

as shown in Figure 5-3.

Figure 5-3 Customer Details

Table 5-1describes the Customer Management page fields.

Table 5-1 Customer Management Fields

Field Description

Filter Select a specific condition or All.

Match if Specify matching criteria.

Go Click to process the filter settings.

Clear Filter Click to erase filter settings.

Customer Displays the customer name.

Type Indicates the status of the customer account. Valid

values are: Active and Inactive.

Customer Details Displays the customers physical address.

Primary Contact Displays the name and e-mail address of the

primary user for this customer.

No. of Customer Users Displays the number of users defined for this

customer.

Description Provides additional customer information.

Page Allows you to scroll through multipage screens.

Delete Removes the selected record. To select a record,

click the radio button to the left of the company

name.


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Adding Customers

Before you can add a customer, you must ensure that you can associate the Smart Care Service client

with this customer. (When you are gathering inventory information to submit a quote, this client is

typically the Network Client software on your laptop. When the customer buys a Smart Care contract,

this client is typically the Network Appliance hardware installed in the customers network.) The method

used to make this association is the customers Cisco.com ID. Therefore, you must have the customers

user name (not password) before you can add the customer to the Smart Care Service. This process is


Save Writes any changes made to file.

Add Customers Allows you to create another customer profile.

Table 5-1 Customer Management Fields

Field Description


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Figure 5-4 Associating the Customer User Account with the Service

To create customer profiles, click Administration > Customer Managementand click Add Customers. After you

create a customer account or profile, the Customerslink on the navigation pane becomes selectable (asindicated by a + sign) so you can modify these customer accounts.

When you click Add Customer, the Search Customer page displays as shown in Figure 5-6. This feature

allows you to search the Cisco database for a customer match and build a customer profile by

downloading this existing information into Smart Care Service without having to enter it manually.

Before you can run the Cisco Smart Care Service on the customer network


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Figure 5-5 Searching for an Existing Customer

If the customer information is not already in the Cisco database, click Add Newand complete the

customer profile by providing name, address, service information in the Add Customer page as shown

in Figure 5-6.

Figure 5-6 Adding Customers

Note Required fields are identified with an *. You must fill these fields to create a customer profile.


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Table 5-2describes the Customer profile fields.

After you have created a customer profile, the Customers link on the navigation pane populates with each

customer profile. For information on customers, click the Customerslink on the navigation pane.

Managing AppliancesTo prepare the Network Appliance or Network Client installed for this customer (see the Smart Care

Service Configuration Guidefor help with installing and configuring assessment client for each

customer), follow these steps:

Step 1 Click Administration > Assessment Appliances. (See the Managing Appliances section on page 5-7).

The Assessment Appliance Configuration page as shown in Figure 5-7, displays information about the

appliance or software client in place on this customers network.

Note After they are installed, the hardware appliance and the software client are functionally equivalent.

However, the Smart Care Service is designed to support only one appliance or client per customer

location. Multiple appliances or clients are only supported for those customers whose network is

segmented and not routable from one location. In these segmented networks, you need to install an

appliance or client for each segment to be monitored. Each appliance or client requires its own contract

Table 5-2 Customer Profile Fields

Field Description

Customer Details

Customer Name Select a name for this customer. This is typically

the full legal name of the customer company, for

example, International Business Machines,

Incorporated.

Short Name Select an abbreviated name for the customer. This

is typically the name the company is more


Primary Address Enter the physical address and suite number (if

any).

City Enter the city.

State/Province Enter the state or province.Zip/Postal Code Enter the postal code.

Country Enter the country.

Add/Cancel Click Addto save the customer record. ClickCancelto close this window without saving

changes.


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Figure 5-7 Installed Assessment Devices

Table 5-3describes the Assessment Device Configuration page fields.

Step 2 Configure the Appliance Details.

Make sure you enable the client for this customer.

Step 3 To display details about an assessment device, click the Viewlink in the Details column. The Manage

Appliance page displays as shown in Figure 5-8.

Table 5-3 Assessment Device Configuration Fields

Field Description

Appliance Details

Client Name Displays the name of the appliance or client. Click

the name link for more details about the client.

Site Displays where the Network Appliance or

Network Client is installed.

Type Identifies the product as being a hardware

appliance or software client.

Status Allows you to enable or disable the client.

Details Displays any comments or notes.


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Figure 5-8 Managing Assessment Products

From this page you can enable or disable Network Clients or Network Appliances.

The Appliance Backup section enables you to create a backup of the information stored on a Network

Appliance or Network Client and restore it in the event of a system failure. For information on backing

up your client data, see the Backing Up Your Smart Care Data section on page 5-76.

The Installed Services and Available Services lists the available services for the selected assessment

device.

Step 4 For Network Appliance status details, click the Cisco Network Assessment Appliance Name link. The

status screen in Figure 5-9appears.


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Figure 5-9 Network Appliance Status Details

The Appliance Status Details includes the Status Last Updated which is the last time the Network

Appliance communicated with the OpsXML server.

Client Created is the timestamp when the Network Appliance registered with the OpsXML server.

Client Last Modified is the timestamp of the most recent changes made to Network Appliance

parameters. This can be for example, the last time the Network Appliance was upgraded or the last time

the Network Appliance was restarted.

Click Refreshto make sure the information displayed is current. When you are finished reviewing the

status of this Network Appliance, click Close.

Controlling a Network Appliance Remotely

You can access a Network Appliance remotely over a secure SSH telnet session.

To access a Network Appliance remotely, follow these steps:

Step 1 From the Manage Appliance page (see Figure 5-10), click the icon to the right of the Cisco Network

Assessment Appliance Name.

Figure 5-10 Appliance View Details


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An SSH window displays as shown in Figure 5-11.

Figure 5-11 Opening a Remote Control Session

Step 2 From the SSH window, log into the Network Appliance.

Step 3 After logging in, you can enter commands as if you were operating the Network Appliance locally. See

the Smart Care Service Configuration Guidefor more details.

Smart Care Services

The following services are supported in this release.

Discovery Service

Discovery is a basic service that identifies hardware located on a network. The Smart Care Discovery

service finds every device on the network using Internet Control Message Protocol (ICMP), and Simple

Network Management Protocol (SNMP). All IP addresses on the network are checked for the presence

of a device. When a device responds, SNMP identifies the device. The address and device type

information is then stored in a discovered-devices database. Subsequent discoveries can be scheduled

and comparisons made to the list of discovered devices currently stored in the customer database atCisco. All network devices must be discovered by the Smart Care Network Appliance (hardware) or

Network Client (software) so that the Cisco devices on the network can be properly covered by the Smart

Care Service. Cisco devices not discovered must be entered manually or they will not be covered by the

Cisco Smart Care service.

Note Software to be covered by Smart Care must be added manually in inventory.

There are two types of Discovery: Cisco Required Discovery and partner-initiated Discovery. Cisco

Required Discovery is activated after a contract has been set up for a customer and is scheduled to run

automatically once a week. Partners can change the day and time of this Discovery service to run to best

suit the customer's network and business model. How often the service runs is not configurable.

Partner-initiated Discovery can be run manually or set to run more or less frequently than the Cisco

Required Discovery. Partner-initiated Discovery also runs in addition to Cisco Required Discovery.

Inventory Service

Inventory service is a basic service that uses the results of the Discovery process to provide additional

useful information on each Cisco device learned during Discovery. Collected data includes items, such

as IP addresses, device types, serial numbers, software versions, and basic device system parameters,


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such as memory and flash. Information, such as usernames, passwords, and configuration files, is stored

in the Network Appliance or Network Client at the customer sitenot at Cisco. Devices to be included

in the service must be able to be accessed by Smart Care. Therefore, the Network Client/Network

Appliance is configured with access information and device access (through telnet or SSH) is verified

prior to starting Smart Care. Once started, Smart Care is able to acquire the knowledge about each Cisco

network device, which is a prerequisite for the service to work. For example, to inform customers about

end of life notifications, Smart Care needs to know the version of each Cisco product.

Core Monitor

The Core Monitor service provides a monitoring service (polling the network hourly) for most Cisco

Layer 2 and Layer 3 devices. Monitoring consists of active monitoring of device availability and passive

monitoring. Passive monitoring reports Syslog events for the four highest logging levels.

Device configurations are examined and messages describing modifications required to properly

configure each Cisco Layer 2 and Layer 3 network device are sent to the Syslog server. This Syslog

server is resident at the customer site. This service collects messages at the four highest logging levels

and sorts through them. These messages are then summarized and consolidated in the customer database

at Cisco. This summarized data is then presented through a series of reports, tables, and charts. No device

information, such as login, passwords, or configuration files, is stored in the database at Cisco. Devices

that you want to include in this service must be able to be accessed by the Smart Care client. SNMP,

SSH, and telnet access information is configured and each device must be configured to send these

messages to the Smart Care client resident at that customers location.

Core Assess and Repair

The Core Assessment and Repair service examines and reports on the overall health and stability of

Layer-2 and Layer-3 devices. Information on CPU, memory, hardware revisions, and other critical data

relating to the stability of these devices is collected. This data is captured by uses telnet, SSH, or SNMP

to poll the devices during the time period that the service is running. Data is then compared with Cisco

Network Rules, which include predefined thresholds used to assess the health and stability of a device.

No device information, such as logins, passwords, or configuration files, is stored in the database at

Cisco. Devices to be included in this service must be able to be accessed by the Smart Care Network

Client or Network Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care

Network Client or Network Appliance and each device must be configured to send these messages to the

Smart Care Network Client or Network Appliance resident at the customer location.

Note ASA/PIX devices do not support Core Assessment services.

Security Monitor

The Security Monitor service uses Syslog as its foundation to present summarized data through a series

of reports, tables, and charts. No device information, such as login, passwords, or configuration files, is

stored in the database at Cisco. Devices to be included in the service must be able to be accessed by the

Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access information is

configured in the Smart Care Network Client or Network Appliance and each device must be configured

to send these messages to the Smart Care Network Client or Network Appliance resident at the customer

location.


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Security Assess and Repair

The Security Assess and Repair service uses telnet, SSH, or SNMP to examine the current backup

configuration file for supported devices. This examination identifies vulnerabilities and changes, which

might indicate a virus or corruption. These vulnerabilities or file changes are then fixed. After a fix is

applied, the service rescans affected devices to confirm that fixes were successful. In the event of a

problem, the service can revert to the previous configuration file.

No device information, such as logins, passwords, or configuration files, is stored in the database at

Cisco. Devices to be included in this service must be able to be accessed by the Smart Care Network

Client or Network Appliance.

Voice Monitor

The Voice Monitor service provides an active monitoring service for most Cisco voice capable devices.

Device configurations are examined and messages describing modifications required to properly

configure each Cisco voice-capable network device are sent to the Syslog server. This Syslog server is

resident at the customer site. This service collects messages at the four highest logging levels and sorts

through them looking for voice-applicable message types. These messages are then summarized andconsolidated in the customer database at Cisco. This summarized data is then presented through a series

of reports, tables, and charts. No device information, such as login, passwords, or configuration files is

stored in the database at Cisco. Devices to be included in this service must be able to be accessed by the

Smart Care client. SNMP, SSH, and telnet access information is configured and each device must be

configured to send these messages to the Smart Care client resident at that customers location.

The VoIP Services Voice Monitoring service provides statistics on networks that currently have Cisco

voice deployed. This service covers Cisco Unified Communications Manager, Cisco Unity, Cisco Unity

Connection, Cisco Unified communications Manager Express, Cisco Unity Express, and Cisco Unified

Survivable Remote Site Telephony (SRST) systems with additional application support. In addition to

inventory information, such as revision and serial numbers for each Voice-application server,

information, such as the maximum number of phones, the number of registered and unregistered phones,

the types of phones, and voice mailbox statistics is also collected. No user-specific information, such as

dialed numbers, speed dial numbers, or other similar information is either collected or stored. No deviceinformation, such as login, passwords, or configuration files, is stored in the database at Cisco. Devices

to be included in the service must be able to be accessed by the Smart Care Network Client or Network

Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care Network Client

or Network Appliance and each device must be configured to send these messages to the Smart Care

Network Client or Network Appliance resident at that customer location.

Voice Assessment

The Voice Assessment service examines Cisco devices in a customer network and determines their

capability to carry voice traffic. The existing implementation of this service focuses mainly on data

collected from routers and switches. This data is specific to health and stability, such as interface

bandwidth utilization. This data is collected and summarized on the Smart Care Network Client orNetwork Appliance located at the customer site and then reported to the databases at Cisco for analysis

and reporting via the partner user interface. No device information, such as login, passwords, or

configuration files, is stored in the database at Cisco. Devices to be included in the service must be able

to be accessed by the Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access

information is configured in the Smart Care Network Client or Network Appliance and each device must

be configured to send these messages to the Smart Care Network Client or Network Appliance resident

at that customers location.


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Running Services

VoIP Services

Note Voice Monitor and Voice Assessment are both voice services. However, Voice Monitor examines existing

voice equipment and Voice Assessment is an evaluation tool to help determine what voice equipment can

be supported in a network.

Running ServicesStep 4 Run the Discovery service.

You can configure the discovery engine to optimize performance. (See the Optimize the Discovery

Engine section on page 5-32.)

From the Services Dashboard of the selected customer, click Discoveryand launch a scan of the network.

(See the Discovered Devices section on page 5-28.)

Step 5 Run Inventory services.

For the selected customer, click Device Inventoryto see the devices discovered during the scan. (See the

Device Inventory section on page 5-33.)

Step 6 Request a contract.

Go to the Generating Quotes from Inventory section on page 5-33.

Step 7 Run the other services.

For the selected customer, click Administration > Services. Click the desired service. (See theManaging

Services section on page 5-15.)

Note When scheduling more than one service, allow sufficient time between service start times so that the first

service will have time to complete before the next service is scheduled to start. Allowing at least twohours between start times should be sufficient for most users.


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Running Services

Managing Services

The Service Management page displays available Smart Care Service offerings that customers can

subscribe to as shown in Figure 5-55.

Figure 5-12 Managing Services

Table 5-4describes the Service Management page fields.

Table 5-4 Service Management Fields

Field Description

Technology The networking technology focus for a group of

services.

Cisco Services The Cisco services supported in this release.

Version Displays the version number of the service.

Status Displays the current status for each service. Valid

values are: Enabled and Disabled.

My Service Name Displays the name you can create for a service. To

customize a service name, click the name of the

service in the Cisco Services column. The Modify

Services dialog box displays as shown in

Figure 5-13. Enter your name label for the

selected service in the My Service Name field.

My Service Description To create a brief service description, click the

name of the service in the Cisco Services column.

The Modify Services dialog box displays as

shown in Figure 5-13. Enter your own

description.

View Details Click the View Details link to display a full

description of this service. For more information

on services, see Customer Services.


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Running Services

Figure 5-13 Modify Service Fields

Configuring the Partner ProfileTo manage your partner profile and system configuration, click the Administration > PartnerManagement

link in the navigation pane and click Profile Configuration. The partner profile configuration page displays

as shown in Figure 5-14.

Figure 5-14 Partner Profile


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Running Services

The Partner Configuration page allows you to provide contact information for your company and to

specify how you want to brand your customers Smart Care Service pages.

Table 5-5describes the Partner Configuration fields.

Adding Your Company Logo

You can brand Smart Care Service browser with your company logo. The logo file must be in a GIF file

format. Also the file must be 86 x 59 pixels in size.

To add your company logo to the browser, follow these steps:

Step 1 Click Browse(Figure 5-14). The File Uploadwindow appears as shown in Figure 5-15.

Table 5-5 Partner Configuration Fields

Field Description

Company Name Your company name. This is typically the full

legal name of your company, for example,

International Business Machines, Incorporated.

Short Name Select an abbreviated name for your company.

This is typically the name your company is more


Corporate Address 1 Enter the physical address of your company.

Corporate Address 2 Enter the suite number or other address

information for you company.

City Enter the city.Country Enter the country.

State Enter the state or province.

Postal Code Enter the postal code.

e-mail Enter your company e-mail address.

Phone 1 Enter the primary phone number.

Phone 2 Enter any secondary phone numbers (such as cell

phone).

Fax Enter the primary fax phone number.

Save Click Saveto write this information to file.

Partner Branding

Company Logo

Select Logo Click Browseto click the logo file you want to use.

Co-Brand with Provided Logo Select this check box to insert a logo of your own

choosing, typically your company logo, on Smart

Care pages and reports.

Preview Display a sample of what the browser header will

look like. See Figure 5-17.

Save Click Saveto load the selected GIF file.


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Running Services

Figure 5-15 Selecting the GIF File Logo

Step 2 Select the GIF file you want to use.

Step 3 Click Upload. Your logo should now appear in the Partner Branding section of the Profile Configuration

page as shown in Figure 5-16.

Figure 5-16 Adding the Logo

Step 4 Click Preview. The Smart Care Service displays your changes as shown in Figure 5-17.


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Running Services

Figure 5-17 Previewing Branding

Managing Partner Users

You can create partner users to manage your Smart Care Service. To create a partner user, click

Administration > Users. The Partner Users page appears as shown in Figure 5-18.

Figure 5-18 Managing Your Partner Users

Table 5-6describes the Partner Users page fields.

Adding Partner UsersYou can create additional partner users to manage your Smart Care Service. To create a partner user,

from the partner dashboard, click Administration > Users.

The Add User page appears as shown in Figure 5-19.

Table 5-6 Partner Users Fields

Field Description

Click this radio button to select a user record. Youcan modify or delete users.

Name Displays the name and e-mail address of the user.

Enable/Disable Allows you to enable the user to manage your

account or disable them from making any

changes.

User Type Displays the type of user. Valid values areAdministrator and User.

Modify Details Click the Modifylink to change a user profile.

Save Writes to file any changes you have made.

Edit Allows you to change existing information.

Delete Removes the selected user from the Smart Care

Services system.

Add Allows you to create new users as described in

Adding Partner Users.


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Running Services

Figure 5-19 Adding Users

To add a partner user, follow these steps:

Step 1 Enter a valid CCO user ID.

Step 2 Click Search.

The system validates the user ID and if acceptable, displays theAdd Partner Usersdetails page appears as


Figure 5-20 Adding Partner Users


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Running Services

Table 5-7describes the Add Partner User page fields.

Note You can create multiple enabled administrator users. An administrator user can disable their own

account. No administrator can disable other administrator-level users. To disable an administrator user

who is no longer associated with your company, contact the Cisco Smart Care Administrator.

Table 5-7 Add Partner User Fields

Field Description

Cisco.com UserID Enter the new users Cisco.com ID. You have to

use a real Cisco.com ID.First Name Enter the users first name.

Middle Name Enter the users middle name.

Last Name Enter the users last name.

Access Type Specifies what capabilities the user has. Valid

values are: Administrator (full privileges), or User

(limited abilitiesuser does not see the

Administration link).

You have to have at least one administrator.

Address 1 Enter the physical address.

Address 2 Enter any suite number or secondary addressinformation.

e-mail Enter the users e-mail address.

City Enter the city.

State Enter the state or province.

Country Enter the country.

Postal Code Enter the postal code.

Phone 1 Enter the primary phone number.

Phone 2 Enter any secondary phone numbers (such as cell

phone).

Mobile Enter your users cell phone number.

Fax Enter your companys primary fax phone number.

Administrative Notes Administrators can add comments to this text

field.

My Time Zone Select the time zone appropriate for your

companys location.

Add Click Addto save the changed information entered

on this page and create the user record.

Close Click Closeto close this window.


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Running Services

Modifying User Profiles

To modify partner user profiles, click Administration > Users. The Partner Users page appears as shown in

Figure 5-18. Select the user you want to update and click Edit. The Partner User Profile page for the

selected user appears as shown in Figure 5-21.

Figure 5-21 Modifying Partner User Profiles

Table 5-8describes the Partner Profile page fields.

Table 5-8 Partner User Profile Fields

Field Description

Login Name Change the users user name.

First Name Change the users first name.

Middle Name Change the users middle name.


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Displaying the Customer Summary

To delete a user, select them and click Delete. To save any changes you have made, click Save.

The rest of this chapter describes the other options available on the Control Panel.


When you add customers to your Smart Care Control Panel, they appear in your customer list on theCustomers Dashboard, and as a new menu item on the main navigation menu. Each customer has its own

set of submenus for viewing network health status, performing services, and completing administrative

tasks. (For information on adding customers, go to Managing Customers.)

To display the Customer Summary, click Dashboardto display the Customer Summary as shown in

Figure 5-22. If you are just starting with Smart Care and have not created customer accounts, the

Customer Summary will be empty.

Last Name Change the users last name.

User Type Change the capabilities the user has. Valid values

are: Administrator (can change anypartner-editable information), or User (limited

abilities).

Address 1 Change the users physical address.

Address 2 Change the users suite number or secondary

address information.

e-mail Change the users e-mail address.

Designation Change the description for the user, for example,

network administrator.

City Change the users city.

State Change the users state or province.

Country Change the users country.

Postal Code Change the users postal code.

Phone 1 Change the users primary phone number.

Phone 2 Change the users secondary phone numbers

(such as cell phone).

Mobile Change the users cell phone number.

Fax Change the users primary fax phone number.

Administrative Notes Change the text description for the user.

Users Time Zone Change the users time zone.

Modify Click Modifyto save the changed informationentered on this page and update the user record.

Close Click Closeto close this window.

Table 5-8 Partner User Profile Fields

Field Description


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Figure 5-22 Smart Care Service Dashboard

Table 5-9describes the Dashboard page fields.

Table 5-9 Dashboard Fields

Field Description

Filter Select a specific condition or All.

Match if Specify matching criteria.

Go Click to process the filter settings.

Clear Filter Click to erase filter settings.

Network Status Icons display current status of customer network.

Valid icons are shown below in Core, Security, or

Voice Technologies.

The status shows the highest (worst) status for any

of the items below it. For example, if the worst

status for VoIP devices for a customer is 'warning' ,the dashboard displays 'warning' status.

Customer Displays customers configured by the partner.


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Customer Summary

To display the recap page shown in Figure 5-23for a specific customer, click the name of the customer

whose status you want to view.

Alerts Displays PSIRT, EOX, and Field Notices (FN)

alerts received by customers. EOX are end of

service notices. PSIRTs are security-related alertsfrom the Product Security Incident Response

Team. FNs are field notices that contain important

information about devices.

Core Technologies Displays the number of days since the last

assessment and repair was run. Also displays the

current status of Cisco devices. Valid options are:

Securi ty Technologies Displays the number of days since the last



Voice (VoIP) Technologies Displays the number of days since the last



Add New Customer Allows you to create a new customer account.

Table 5-9 Dashboard Fields (continued)

Field Description

Indicates status is normal

Indicates an alert (warning) condition

Indicates device is not operating








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Figure 5-23 Customer Summary

The Customer Summary shows the status of the IP network, any alerts that have been received, the status

of network security, and the status of the voice network (if any). Graphs include:

Service Aging report of Core, Security, and Voice services plotted against the days since the last

assessment

Security level plotted against the number of vulnerabilities

Netw

smart care 1.0 partner user guide

Documents