Technical Pre-Sales Support

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 2

• Marcel Schwarz

marcschw@cisco.com

• Partner Help

Virtual Systems Engineer

• Based in Vienna, Austria

• Specializing in Data Center /

Enterprise Networks

Who am I?

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 3

PDI Help Desk

Sales In Production

P P D I O O

Engage:

Partner Help /

Channel Account

Team

Engage:

PDI Help Desk

Engage:

TAC

Advanced Services

PURCHASE IMPLEMENT CONSUME

PDI helps to ‘Fill The Gap’ between existing support functions for Sales (Account Team, Inside Sales, WW Partner Help) and In-Production (TAC) support

“Technical Pre-Production”

5 Locations across the globe • San José, Costa Rica

• Edinburgh, Scotland

23 Languages supported

5

Costa

Rica

Scotland

Japan

China

Manila

• Manila, Philippines

• Tokyo, Japan

• Beijing, China

Arabic German Portuguese

Bahasa Indonesia Hungarian Russian

Cantonese Italian Spanish

Czech Japanese Swedish

Danish Korean Thai

Dutch Mandarin Turkish

English Malay Vietnamese

French Polish

Overview

6

Partner Help is designed for Partners

who have pre-sales questions regarding:

• Collaboration

• WebEx

• TelePresence

• Video

• Service Exchange

• Voice and Unified Communications

• Routers

• Switches

• Wireless

• Security

• Optical Networking

• Interfaces and Modules

• Networking Software (IOS & NX-OS)

• Network Management and Automation

• Physical Security and Building Systems

• Data Center Management and Automation

• Unified Computing and Servers

• Blade Switches

• Application Networking Services

• Storage Networking

• Data Center Switches

• NX-OS Software

Collaboration Enterprise Networks Data Center and Virtualization

Level 1 Support

• Low-to-mid level complexity

• Cisco Product Research

• Partner Tools

Level 2 Support

• Mid-to-high level complexity

• Advanced Technology

• Basic BOM creation

7

2-3h escalation path

Supported services

Product Research

Standard Architecture

Assistance

Creation of Bill of Materials

List Price assistance

Partner Programs and

Tools Assistance

Specialized Support for

SMB

Cisco Product Research

Assistance in finding existing Cisco

pre-sales technical content for

products & technologies supported

by PH. Assistance in researching

undocumented and/or hard to find

and/or roadmap Cisco pre-sales

technical information for products

& technologies supported by PH.

1

Deliverables

Standard output is verbal guidance and/or an

email message that may contain URLs and/or

pre-existing materials as attachments. Optional

output may include custom-built materials.

“My customer has a Catalyst 6513

chassis with Sup720. He wants to

upgrade to Sup2T. Attached is a file

with the „show inventory“ output.

Could you please tell me what is

required to do the upgrade?“

-> New E-series chassis, some new

linecards

Supported example

Unsupported example

“What kind of CPU is built in the

4451-X and what is its speed?”

-> Confidential Information Cisco

will not give out.

Assistance in creating a valid

network design and/or solution

sizing analysis and/or design-

validated Bill of Materials (BoM) for

products & technologies supported

by PH. Requester must

provide detailed customer

requirements documentation.

Certain third party components may

be incorporated if supported by PH.

Creation of Bill of Materials

(BoM)

Deliverables

Standard output is an Excel file with

Cisco.com Config Set ID & Access

Key. Optional output includes Excel file

showing equivalent competitive BoM, Visio

file, Netformx DesignXpert file. US currency

is used unless otherwise requested.

„Please send me a BoM for an on

premise Webex solution for max 20

concurrent users and max 5

concurrent webex sessions with a

possibility of adding company external

participants“

-> Cisco BoM will be sent

Supported example

Unsupported example

„Please send me a BoM for a switch

that best fits the requirements of the

attached document.“

(attachment: request for proposal

with 50 questions)

-> RfPs are not supported

2

“My customer is a supermarket chain

with several distributed small shops.

They are thinking about introducing a

wireless solution. Are there any

documents on what I have to be

aware of in such a design?“

-> gets links to whitepapers of

Cisco validated designs

Standard Architecture

Assistance

Assistance in providing Cisco

solutions that address customer

requirements which can expand

from single to multiple technology

solutions and emphasize business

relevance of the Cisco proposal.

3 Supported example

Deliverables

Standard output varies based on the nature of

the request and may include :

High level design documents covering single or

multiple technologies

High Level Technology Migration Roadmap

Value proposition assistance

Unsupported example

“My customer has three big sites in

Beijing, New York and Vienna. They

want to optimize the traffic between

those sites. Can you help me on the

design of how to do this with Cisco

WAAS?“

-> PDI Helpdesk is the service of

choice for this more complex

design

“When will the new 3700 AP 3G

small cell module be orderable? Do

we already know a price and SKU?”

-> Approximate dates and prices

will be shared if possible

List Price Assistance

Assistance in finding List Price

data for products & technologies

supported by PH.

Product availability and Lead Time

confirmation.

Part number / SKU / Description

validation.

4 Supported example

Deliverables

Standard output is email or an Excel

spreadsheet.

Unsupported example

„How much discount can Cisco give

me for this deal?“

-> Only the Partner Account

Manager can answer this

question

“Hi Team,

I cannot reach the link on the course

about CCNP Routing on Partner

Education. The link seems to be dead

for me.”

-> PH will contact PEC and fix this

Partner Programs and

Tools Assistance

Assistance supporting 23 partner

tools including general

troubleshooting, basic guidance and

pointing out help resources, but no

specialized tool training.

5 Supported example

Deliverables

Standard output is an e-mail.

Unsupported example

“Could you change my address in

Partner Self Service?”

->Supported by Customer Service

Central

14

Channel Account Manager (CAM) Locator

Cisco Commerce Workspace (CCW)

Cisco Configuration Professional (CCP)

Cisco Connection Online (CCO) Access

Cisco Discovery Service (CDS) Cisco Feature Navigator (CFN)

Cisco Proposal Generator (CPG)

Cisco SMART Designs

Competitive Information Portal

Content Delivery System (CDS)

Digital Media System (DMS)

Distributor Locator Global Partner Network (GPN)

Netformx DesignXpert

Partner Education Connection (PEC)

Partner Practice Builder (PPB)

Quick Pricing Tool (QPT)

QuickStart

Quote Builder (QB)

Sales Accelerator Toolkit

Secure Business Advisor

Smart Business Roadmap (SBR)

Solution Expert (SE)

Case Formulation

Yes

“Hi team,

I need an update about Cisco

Switches.”

No

“Does the Catalyst 3850 support full

EIGRP? If yes, which IOS license do

I need to use it?”

No

“Hi team,

I need your support, can you help me

with a BoM?”

No

“Hi team,

Does the Catalyst series support Full

EIGRP?”

-> “Yes, you need an IP Services

license.”

Unsupported services

Request for Proposal /

Questions Request

Cisco Services

Post Sales Questions

Competitive Analysis

Network Planning & Design

-> Partner Account Manager

-> Unified Communication Services

Subscription (UCSS) or Cisco

Service Contract Center (CSCC)

-> Technical Assistance Center (TAC)

-> Partner Account Manager

-> PDI (Planning, Design

and Implementation) Helpdesk

SMB Products Post Sales

-> Small Medium Business Team

Our goal: Your satisfaction

Partner

Satisfaction

FY12 FY13

Germany 4,54 4,71

Switzerland 4,49 4,70

Austria 4,40 4,83

We take your feedback very seriously!

Feedback can also be sent to

partnerhelpline@external.cisco.com and will be

treated anonymously towards the support agents

Partner Help

„PH Cases can only be opened online“

„The support is not good“

„Cases will be closed if I don‘t reply after 24 hours“

English phone service available 24*5.

Our support will send out at least 3 followups during a minimum

of 3 days.

PSAT values tell different. If you had bad experiences in the past,

give us another chance to prove the difference!

„The german support is done via Google Translate“ We have several german specialists working on your cases.

Partner Help

„Opening a case is difficult and takes a lot of time“

„If I am unhappy with the service my feedback will

not count anyway“

„I can only send feedback through the survey and it

will not be anonymous“

Every case with a feedback lower than 4 will be investigated in

detail by the management!

Feedback can also be sent to partnerhelpline@external.cisco.com

and will be treated anonymously towards the support agents.

Let us prove you the difference now!

Education

• Partner Education Connection (PEC)

• Education designed for Partners

Cisco Programs

• Partner Led programs

• Open-enrollment programs

Cisco Tools

• A-Z index of Partner Tools

• Tools designed to help Partners

21

Partner Help takes

the guess work out

of which Cisco tool

to use or which

resource to

contact.

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26

PH Access Information

Cisco Confidential Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 27

Partner Help 2 Methods to Access Services in EMEAR

www.cisco.com/go/partners From your in-country Partner Central Portal,

please select Partner Helpline

Web

Telephone

#1

#2

Cisco Confidential Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 28

Partner Help #1 Web -- Using the Web for Access

From PH main portal, please select

“Products and Solutions” and

“Features and Specifications”

Cisco Confidential Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 29

Partner Help (PH) #1 Web -- Country Specific Local Language Portals

2. Select your preferred

language – Please note that

PH is currently available in

26 languages “German”

English & Spanish

1. Please enter your contact

information.

Cisco Confidential Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 30

Austria 0800 297 526

or +43 (0)1 24030 6000

Belgium 0800 942 42

or +32 (0)2 704 2500

France 0800 770 400

or +33 (0)1 58 04 58 58

Germany 0800 187 3652

or +49 (0) 811 554 3535

Italy 800 787 854

or +39 039 629 5353

Netherlands 0800 0200 791

or +31 (0)20 485 4646

Spain 900 997 154

or +34 91 201 2800

Sweden 020 160 58 54

Switzerland 0800 179 317

UK 0800 404 7778

or +44 (0)20 8824 1000

All Other European Countries, access Main IVR:

+32 (0)2 704 2500

Important Note: Partners will be asked to provide a PH specific passcode after selecting IVR Menu Options 5-1-1

(5: Partner Central; 1: Cisco Partner and 1: Pre-sales technical support.

Partner Help #2 Telephone: Country Specific Local Language IVRs