Quote Upload and Estimates Tool (QUE)

Transcription

2 TABLE OF CONTENTS ABOUT THIS DOCUMENT...4 INTRODUCTION...4 PURPOSE...4 BENEFITS...4 IMPORT ESTIMATES INTO SMART CARE PARTNER PORTAL...4 AUDIENCE...4 GETTING STARTED...5 ACCESSING THE TOOL...5 LOGGING IN...5 OPTIONS...6 APPLICATION UPDATES... 7 SMART CARE ESTIMATE PRODUCT & PRICE LIST UPDATES... 8 SMART CARE ESTIMATES EDITOR OPTIONS SYNCHRONIZATION SETTINGS MY SMART CARE ESTIMATES CREATE ESTIMATE RECENTLY USED PRODUCTS HOW TO CREATE AN ESTIMATE SELECTING A PRODUCT COMPLETING ADDITIONAL FIELDS EDITING THE CURRENT ESTIMATE LINE MESSAGES OTHER MESSAGES Copyright Cisco systems, Inc. All rights reserved Page: 2

3 AUTOMATIC CALCULATIONS TABS NAMING YOUR ESTIMATE CLOSING YOUR ESTIMATE SAVING YOUR ESTIMATE ESTIMATE DETAIL RENEWAL SUMMARY HOW TO EDIT AN ESTIMATE EXPORT ESTIMATE SEARCH FOR ESTIMATES IMPORT AN ESTIMATE SUPPORT Copyright Cisco systems, Inc. All rights reserved Page: 3

4 ABOUT THIS DOCUMENT Cisco has prepared this document as an Implementation/Training Guide for Quote Upload and Estimates (QUE) Tool. This Guide will focus on how to use the estimates portion of the Application of QUE Tool. The document describes in sufficient details, various elements of the tool functionality and how it should be used. INTRODUCTION PURPOSE The Cisco Service Quote Upload and Estimates tool gives the distributor and reseller the ability to create a quick estimate of a customer s network in order to prepare for quoting in Cisco Smart Care Services. The tool works both online and offline. In order to update the most current product and pricing information the user must login. Resellers who have access to Smart care may also access saving and searching functionality BENEFITS Ability to create a Smart Care Service Estimate in a simple tool that can be used both online and offline. Ability to create a Smart Care Service Estimate without the need for serial numbers or other device attributes. Ability to view true-ups and renewal estimates based on existing coverage end date input by user. Ability to select contract start date up and 1, 2, or 3 year contract duration. IMPORT ESTIMATES INTO SMART CARE PARTNER PORTAL The QUE Tool enables you to import Smart Care Service Estimates directly into the Smart Care Service Partner Portal. In order to use this feature, you may use the import template or enter serial numbers directly into the QUE Tool. To use the import template, you must first download the latest version by clicking the text below the Import Icon in the illustration below. By entering Serial Numbers along with Product information in your QUE Tool Estimate by using one of the two methods (remember you must save your estimate), you will be able to go to your inventory page in the Smart Care Partner Portal and import the estimate. The method for entering serial numbers directly into the QUE Tool without using the Import Template is discussed later in this document in the Import Estimate section. AUDIENCE The QUE Tool is for use by Smart Care distributors and resellers. Copyright Cisco systems, Inc. All rights reserved Page: 4

5 GETTING STARTED ACCESSING THE TOOL In the Smart Care Partner website ( under the Resources section, you will find Pricing and Estimate Information. On that page, you will find Cisco Service Quote Upload and Estimates tool. When you click the menu item, follow the outlined steps. [You have the option of downloading the tool to your desktop or using it online. If you choose to download and install the tool, you can use it directly from your desktop without having to log in to the online Smart Care database. However, users will need to log in to save and perform searches.] Once the application is installed on your system, an icon will be placed on your desktop. Simply double click to open the application. When the application opens the first time, click on the Log In menu item in the left navigation bar. LOGGING IN When the application opens, enter your Cisco.com username and password, then click the Log In button. To save time when logging in, check the Remember username box. Copyright Cisco systems, Inc. All rights reserved Page: 5

6 Your Cisco.com ID must be entered into the Smart Care Partner Users list in order to log in to the Cisco Service Quote Upload and Estimates tool. If you are not a registered Cisco Smart Care Partner, you will be able to download the tool and work off-line. However, pricing and product list updates will not be available, nor will you be able to use the save or search features (which function by accessing the Smart Care database). If you are a registered Cisco Smart Care Partner, a message will alert you if pricing and product list updates are available and you can update them as described below. OPTIONS Once logged in, select Options in the left-hand navigation bar: Copyright Cisco systems, Inc. All rights reserved Page: 6

7 The Options screen opens: The Options screen allows you to manage: Application Updates Smart Care Estimate Product and Price List Updates Smart Care Estimates Dashboard Options Smart Care Estimates Editor Options Synchronization Settings APPLICATION UPDATES If you check the box labeled Always check for application updates when the application starts, when updates do become available, the system will alert you and ask if you would like to install the update, as shown below. You can perform the check on demand by clicking the Update Application Now button. It is recommended that you check the box: Always check for application updates when the application starts. Copyright Cisco systems, Inc. All rights reserved Page: 7

8 You must be logged in to perform on demand updates. If you are not logged in when you click the Update Application Now button, you will be prompted to do so. SMART CARE ESTIMATE PRODUCT & PRICE LIST UPDATES The application can check for product and price list updates each time it is opened, to make sure you have the latest information. If you check the box labeled Always check for updated Product and Price lists when the application starts, the system will pull the latest information directly from the Smart Care database. Or, you can perform the check on demand by clicking the Update Lists Now button. It is recommended that you check the box: Smart Care Estimate Product and Price list Updates. You must be logged in to perform on demand updates. If you are not logged in when you click the Update Lists Now button, you will be prompted to do so. SMART CARE ESTIMATES DASHBOARD OPTIONS This option allows you to determine the time period you would like saved estimates to be retained on your local system. In the example shown, Within the last week is selected. At the end of the week, estimates stored locally will be purged from your system. Copyright Cisco systems, Inc. All rights reserved Page: 8

9 If you are logged in to the Cisco Service Quote Upload and Estimates tool, copies of all estimates saved on your local system are also retained on the Smart Care database, where they will not be purged unless requested. You can also choose to import and/or export an estimate. (See Import Estimates and Export Estimates.) Copyright Cisco systems, Inc. All rights reserved Page: 9

10 SMART CARE ESTIMATES EDITOR OPTIONS This option allows you to determine and limit how many estimates will display in the Recently used list in the Estimates Dashboard. In the example shown, 20 is selected. SYNCHRONIZATION SETTINGS This option allows you to determine how often (in minutes) the application performs data synchronization. Data synchronization includes: application updates, product and price list updates, and it also loads any estimates you created while offline. In the example shown, 5 minutes is selected. All options will take effect upon your next log in. Once you have set your preferences, you do not have to return to the Options window unless you want to make changes provided you have opted to update both the Application and the Product and Price Lists upon start. Copyright Cisco systems, Inc. All rights reserved Page: 10

11 MY SMART CARE ESTIMATES With the Cisco Service Quote Upload and Estimates tool, you can create an estimate, edit an existing estimate, search for existing estimates, import, or export an estimate. To begin, select My Smart Care Estimates at the bottom of the left-hand navigation bar. Then select Estimate Dashboard. Copyright Cisco systems, Inc. All rights reserved Page: 11

12 CREATE ESTIMATE When you arrive at the Estimate Dashboard screen, your task options display at the top. To create a new estimate, click the Create Estimate button. The Create Estimate screen displays. If the Product list is not up to date, a message alerts you that a data update is required before you can create an estimate. In the Products column, you can access a list of All Eligible Products or Recently Used Products. Copyright Cisco systems, Inc. All rights reserved Page: 12

13 RECENTLY USED PRODUCTS The Recently Used Products section displays a list of products recently used to create or edit estimates. This can be very useful if you frequently use the same products in your estimates. HOW TO CREATE AN ESTIMATE Creating an estimate is fairly simple and straightforward. SELECTING A PRODUCT To enter a product, you can either: Select a product from your Recently Used Products list or Select a product from the All Eligible Products list Hint To simplify a search in the All Eligible Products list, you can use the Filter Product List by entering the first few letters or digits of a product in the box provided, and then press Enter. A list of matching products displays in the window below. To populate the Product Name column with your selection, you can either: Select the product and drag-and-drop it into the estimate or Select the product and click the Add to Estimates button Copyright Cisco systems, Inc. All rights reserved Page: 13

14 Devices that are not eligible for Smart Care support have a status of Ignore in the QUE Tool just as they do in the Smart Care database. That is, if you select a device that is ineligible, a message will alert you that it will be ignored by the QUE tool and will not be included in the estimate price calculation. When you create a new estimate or open an existing estimate, a disclaimer message at the bottom of the estimate advises you that in calculating Ultimate Contract Value, devices with existing coverage are included in the estimate on a pro-rated basis. The devices will be rolled into Smart Care contract after their existing coverage expires. The disclaimer message advises you that Smart Care service does not provide entitlement for IPS signature updates for devices and modules that are capable of performing the IPS function. Please purchase alternative coverage instead for devices where you need IPS signature entitlement and exclude them from Smart Care. COMPLETING ADDITIONAL FIELDS Quantity Enter the quantity for each product by clicking in the column and either entering the correct number or using the up-and-down arrows. Copyright Cisco systems, Inc. All rights reserved Page: 14

15 Coverage Type Click inside the column to access the drop down menu. Select either Next Business Day or Premium 4 Hour. If you are unsure whether the device can be on a Premium 4 hour contract check the Product Details tab. Existing Coverage Check the box next to the Coverage Type to indicate whether the device is currently covered by an existing service contract. If the answer is unknown, the tool defaults to No. Copyright Cisco systems, Inc. All rights reserved Page: 15

16 Coverage End Date Coverage date will only be active if you have checked the box for Existing Coverage. Click inside the field to access the calendar. Select the date that this device will come off its existing service contract coverage. This date will be used by the estimate tool to calculate the prorated price for those devices with existing coverage to derive the Provisional Estimated Price. If a device comes off previous coverage before the contract start date, the device will be included in the initial quote. Serial Number Serial Numbers can either be uploaded using the import template (as discussed earlier in this guide), or by entering directly into the fields provided. By clicking on the up or down arrow in the Numbers column, you can show or hide the Serial Number fields which will appear below the Product Name. Copyright Cisco systems, Inc. All rights reserved Page: 16

17 Multiple Serial Numbers may be entered for the same Product Name but should only be grouped if they share the same Coverage Type and Existing Coverage attributes. EDITING THE CURRENT ESTIMATE In the middle of the screen, the Total Quantity is indicated. In addition, there are 3 buttons to assist in completing your Estimate Add Lines, Remove Lines, and Clear All Lines. Add Lines Click the Add Lines button to manually enter an item for the customer that may or may not exist in the product list. Remove Lines To delete a specific line item in the estimate, highlight it, and then click the Remove Lines button. Clear All Lines To clear all lines on the estimate, click the Clear All Lines button. If you click the Remove Lines or Clear All Lines buttons, you will be prompted to confirm. Copyright Cisco systems, Inc. All rights reserved Page: 17

18 All of these buttons function whether the estimate is a new or existing estimate. See Edit Estimates for information on editing existing estimates. LINE MESSAGES As you enter products you will receive line messages in the far left column, such as: = Check mark indicates a valid entry. = Entered product is not supported by Smart Care. The device will not be part of estimate calculation. = Product has reached end of support or end of sale. It will not be supported for Smart Care service. In this instance, the device will not be included in the total network weight for the estimate. = Premium 4 Hour coverage not eligible for this device. Estimate Price will include only NBD price for this device. Solution: The Coverage Type must be changed to the valid option = Next Business Day. OTHER MESSAGES In some instances, you will receive messages in the lower portion of the estimate, such as: The network is ineligible as the number of devices in the network is below the 0.25 device limit for the Smart Care service program. Copyright Cisco systems, Inc. All rights reserved Page: 18

19 You may also get a message that the network is ineligible as the number of devices in the network exceeds the 105 device limit for the Smart Care service program. AUTOMATIC CALCULATIONS As you add devices and coverage information to the estimate, notice that the totals at the bottom of the screen are calculated as applicable, including Network Weight Network weight of the covered and uncovered devices totals are calculated primarily using the number of covered devices on the network, but some devices carry a higher device weight based on their complexity. For example, a Cisco Catalyst 6500 Series Switch counts as more than one device. The contract price represents the total cost to the partner. Network Level Network level is a calculation based on the feature level of the eligible Cisco products on the network. Level 1 indicates the network includes routers, switches, and basic security devices, Level 3 indicates the network includes Cisco Call Manager Express, Cisco Unity Express, IP Phones (Not in device count), L4 indicates the network includes IPCC Express, Cisco Call Manager, Cisco Unity, Cisco Meeting Place Express. The highest level of complexity of the network is based on covered and uncovered devices. NBD Price indicates the standard next business day price. Premium 4 Hour Price indicates the premium uplift for those devices. The Premium price is comprised of an NBD component as well as the premium price indicated. Contract Term indicates the number of years of the contract (1, 2, or 3 years). This is multiplied against the yearly cost of the contract to determine the contract price. Copyright Cisco systems, Inc. All rights reserved Page: 19

20 Contract Start Date indicates the date you want the contract to start. This works in conjunction with the device s previous support end date to calculate the True-up amount when the device comes off its previous support contract. NEW Total Annual Price: The Provisional Estimated Price column reflects the service coverage price today for both covered and uncovered devices. Both covered and uncovered devices will be included in the customer s Smart Care contract. Devices with existing coverage will be included in the initial estimate on a pro-rated basis beginning the day after the existing coverage expires. TABS All Lines This tab is the default view for estimates and is where you add or drag and drop product selections. Copyright Cisco systems, Inc. All rights reserved Page: 20

21 Valid Lines This tab allows you to view only those entries that are considered valid. Invalid Lines This tab allows you to view only those entries that are considered invalid. If you wish to remove only the invalid lines, click the Invalid Lines tab, hold down the Shift key, select all lines, and then click the Remove Lines button. Product Details This tab shows whether the product is eligible for Premium 4 Hour coverage, and provides the network level and network weight of the device. Pricing Matrix This tab displays the price band and network level of all products represented on the estimate; in other words, where the customer s network, as entered, fits into the Smart Care Pricing Table. It also displays the current network weight as a percentage of total supportable network weight. Copyright Cisco systems, Inc. All rights reserved Page: 21

22 If your estimate includes any part numbers which bundle Cisco Unified Communications Manager Express or Cisco Unity Express with a Cisco routing platform, please be sure to do the following: 1) For Cisco Unified Communications Manager Express, add the software only part number to the estimate. 2) For Cisco Unity Express, add both the software only and the Cisco Unity Express hardware module part numbers to the estimate. This will help ensure the Cisco Network Level is adjusted properly in the estimate. The current Cisco router families that offer the Cisco Unified Communications Manager Express or Cisco Unity Express bundles are: Cisco 1700, 1800, 2600, 2800, 3600, 3700, and 3800 Series Routers. NAMING YOUR ESTIMATE Before saving your estimate, you need to name it. How you name it is up to you, but it is a good idea to develop your own naming convention - one that is meaningful to you. If you attempt to save an estimate without naming it, you will receive a message that an estimate name is required before saving. The same message displays if you attempt to import or export an estimate without naming it. CLOSING YOUR ESTIMATE If you do not wish to save your estimate, whether it is a new or existing one, click the Close button. You will be prompted as to whether you want to save the changes. SAVING YOUR ESTIMATE To save your estimate, name it and then click the Save button; this action automatically creates a copy in your local cache and, if you are logged into the tool, it also uploads it to the Smart Care database so there is no need to export. Copyright Cisco systems, Inc. All rights reserved Page: 22

23 If you are working online, notice that once you save an estimate, it is assigned an ID. If you create and save an estimate while working offline, it will not have an ID. Once you log in, all estimates created offline will be assigned an ID. Local copies (on your system) will be purged from the tool based on your choices in the Options menu (See Smart Care Estimates Dashboard Options). However, copies uploaded to the online database will continue to exist. ESTIMATE DETAIL This tab displays an estimate of the network s quarterly true-ups calculated on the devices coming off previous coverage during a specific quarter of the contract. The devices and quantities for each quarter are listed, as well as the NBD or premium price with the estimate. If there is a multi-year contract selection then it will display all quarters based on the term selected. Both covered and uncovered devices will be rolled into the customer s Smart Care contract. Devices with existing coverage will be included in the estimate on a pro-rated basis beginning the day after the existing coverage expires. Total Price indicates the total network price at that quarter, including prorated amounts for devices coming under Smart Care coverage during to the term of the contract. That is, the customer is charged up front for devices that will roll into Smart Care coverage during the contract. True-up quotes will reflect any price increase over the previous quote and assumes no equipment has been removed from initial inventory. In the example below there are two devices coming off previous coverage and rolling into Smart Care coverage in the first quarter. The prorated amount of Smart Care coverage for the devices from the date o f Smart Care coverage through the contract end date is displayed in the Quarter 1 Total Price column. The True-up price is already included in the initial True-up period column and each quarter shows the breakdown of the price and devices coming under Smart Care coverage. You must enter a Smart Care contract start date and the existing coverage end date of the covered devices to get an Estimate Detail. Copyright Cisco systems, Inc. All rights reserved Page: 23

24 The full text of the message at the bottom of the Estimate Detail reads: Total Price indicates the total network price at that quarter, prorated to the term of the contract. Devices with existing coverage will be included in the estimate on a pro-rated basis. The additional price is listed in the quarter when the devices are scheduled to be rolled into the Smart Care contract. It assumes no equipment has been removed from initial inventory. This price estimate is to be used for estimating purposes only and is not legally binding. Pricing is subject to change. This estimate does not indicate the pricing that may be offered by any Cisco distributor or reseller for such products or services and does not include any sales tax, VAT, or duty. Please note this does not constitute an offer by Cisco to sell some or all of these products or services, if any. Premium 4-hour service may not be available at all geographic locations. Actual price for Premium service may be reduced by 1 month's worth of service if contract start date chosen in quote is less than 30 days from quote creation. This estimated price does not reflect this reduction. Pricing provided here is based on the Cisco published price in effect on the entered contract start date; however, your quote will be based on the pricing in effect on the day your quote request is submitted. Smart Care service does not provide entitlement for IPS signature updates for devices and modules that are capable of performing IPS function. Please purchase alternative coverage instead for devices where you need IPS signature entitlement and exclude them from Smart Care. RENEWAL SUMMARY This tab displays an estimate of the network s renewal price. Renewal quotes will be based on then-current pricing and assume no equipment has been removed from initial inventory. It takes into account any end-date calculation. Copyright Cisco systems, Inc. All rights reserved Page: 24

25 The full text of the message at the bottom of the Renewal Summary reads: Renewal quotes will be based on then-current pricing; the estimate above reflects today's pricing and assumes no equipment has been removed from initial inventory. This price estimate is to be used for estimating purposes only and is not legally binding. Pricing is subject to change. This estimate does not indicate the pricing that may be offered by any Cisco distributor or reseller for such products or services and does not include any sales tax, VAT, or duty. Please note this does not constitute an offer by Cisco to sell some or all of these products or services, if any. This estimated price does not reflect this reduction. Pricing provided here is based on the Cisco published price in effect on the entered contract start date; however, your quote will be based on the pricing in effect on the day your quote request is submitted. Devices with existing coverage are included in the estimate on a pro-rated basis. The devices will be rolled into Smart Care contract after the existing coverage expires. Smart Care service does not provide entitlement for IPS signature updates for devices and modules that are capable of performing IPS function. Please purchase alternative coverage instead for devices where you need IPS signature entitlement and exclude them from Smart Care. Copyright Cisco systems, Inc. All rights reserved Page: 25

26 EDIT ESTIMATE To edit an existing estimate, first select the estimate you want to edit, and then click the Edit Estimate button. HOW TO EDIT AN ESTIMATE Once you have selected an estimate, and clicked the Edit Estimate button, the application opens it up in the estimate window. You can now modify as needed adding or removing items and resave. You can also edit estimates through the Search for Estimates function (See Search for Estimates). EXPORT ESTIMATE The purpose of the export function is to save a copy of the estimate to your own desktop, outside of the Cisco Service Quote Upload and Estimates tool (in either Excel or PDF format). This would allow you to, for example, attach the file to an or to print it out and present it to the customer. This exported copy would not be subject to purging, and therefore would exist in your files until you choose to manually delete it. The Export file format is not compatible for importing (See Import). If you need to make changes to the estimate go back to the online version of the estimate to make changes, save, and re-export. HOW TO EXPORT AN ESTIMATE There are two ways to access the Export function via the Export button on the Estimate Dashboard (shown in the graphic above) or the Export button available in the actual estimate window. When you access Export from the Estimate Dashboard, you will only be able to export to Excel. When you access export from the actual estimate window, you may choose to export to Excel or PDF. Copyright Cisco systems, Inc. All rights reserved Page: 26

27 EXPORT TO EXCEL Option 1: Locate and select the estimate, either through the Recently Used Estimates window, or by using the search function (See Search for Estimates). Once selected, click the Export button at the top of the Estimate Dashboard. The Export estimate to Excel dialog window displays. Navigate to the folder in which you want to save the estimate, type in the file name, and click the Save button. Option 2: If you want to export an estimate to Excel that you are actively working on, click the Export button at the bottom of the estimate window. The Export estimate to Excel dialog window displays. Navigate to the folder in which you want to save the estimate, type in the file name, and click the Save button. EXPORT TO PDF To export to PDF, you need to locate and actually open the estimate. Once the estimate is opened, click the down arrow next to the Export button, where you can select PDF or.xls for initial estimates. True-ups and renewals can only be exported to an.xls format. The Estimates tool only exports valid line items. All line items with error messages will not be exported as they are not part of the overall estimate device weight or pricing. The Export estimate as PDF dialog window displays. Navigate to the folder in which you want to save the estimate, type in the file name, and click the Save button. When you export to either Excel or PDF, you have the option of renaming the estimate any way you like. Copyright Cisco systems, Inc. All rights reserved Page: 27

28 SEARCH FOR ESTIMATES The search function in the Cisco Service Quote Upload and Estimates tool only works if you are logged in. It allows you to access existing estimates created by you or anyone in your company. You can only use the Anyone in my Company search criteria for those who have Cisco.com IDs already entered into the Smart Care Partner Users list. If the estimate you want to view is not displayed in the Recently used estimates window, there are two ways to access the search function. Either click the Search for Estimates button at the top of the Estimate Dashboard (shown in the graphic above) or select the Search for Estimates menu item in the left navigation bar. In both cases, the search window opens. Notice that the results of any previous search displays in the search window. The information remains until a new search is executed. Copyright Cisco systems, Inc. All rights reserved Page: 28

29 As shown in the graphic above, there are multiple ways to search for an existing estimate. You can search by any or all of the following criteria: Whose name starts with You can enter as much as or little of the name as you need to bring up the desired invoices. That was created by: Me You can indicate whether you want to search estimates created by you Company You can indicate whether you want to search estimates created by anyone in your company (anyone entered in the Smart Care Partner Users list) In the example shown, the search included both a partial name and the choice that the user created it. When it was created / When it was last modified You can search by a number of date or time related options. Again, you can combine these criteria with any or all of the other criteria options. Copyright Cisco systems, Inc. All rights reserved Page: 29

30 IMPORT AN ESTIMATE The purpose of the Import function is to open an estimate that was created outside the Cisco Service Quote Upload and Estimates tool using the Excel template provided. The Import button is accessed from the Estimate Dashboard. DOWNLOAD LATEST EXCEL TEMPLATE Use this template to enter and save a customer s device information. This file is used for Import capabilities. When you save the file, use your estimate naming convention, as the file name becomes the estimate name when imported into the application. HOW TO IMPORT AN ESTIMATE To import an estimate saved as an Excel spreadsheet, click on the Import button at the top of the Estimates Dashboard. The Import estimate from Excel dialog box opens. Locate the file on your system, and then click the Open button. Once you have imported an estimate, you can edit as needed, re-save, and export if desired. Imported estimates must be in the Excel Template format provided (See Download the Excel Template, above). Remember, the Export file format is not compatible for importing. Again, imported estimates must be data entered into the Excel template provided. Estimates that have been imported display in the recently used window. Copyright Cisco systems, Inc. All rights reserved Page: 30

31 SUPPORT If you have difficulty with the application, please open a case using the contact information in the table below. US and Canada European Countries Asia Pacific Countries All Other Countries Phone: GO-CISCO ( ) Phone: Choose the appropriate phone number for the Customer Interaction Network (CIN). Please contact your Preferred Phone: Choose the Distributor appropriate phone number for the Customer Interaction Network (CIN). Online: Submit a case with the Service Support Center (SSC). Online: Submit a case with the Service Support Center (SSC). Online: Submit a case with the Service Support Center (SSC). HOW TO SUBMIT A SERVICE SUPPORT CENTER (SSC) CASE Log in to SSC at: Log in with your Username and Password Click on Open a Case Copyright Cisco systems, Inc. All rights reserved Page: 31

32 Under Categories : Select Service Marketing Programs In the box underneath Service Marketing Programs, select: Smart Care Services In the box underneath Smart Care Services, select: Estimate Tool (QUE Tool) Choose from one of the following being experienced: Enhancement, Localization, Pricing, General Inquiry, Import/Export Reporting, or Bug/Error Under Question Data : Enter the Required *Subject and *Question Include factoring details such as: partner, customer, quote#, contract#, and device/pids/serial#s. Under Attach Documents : Attach documents or screenshot of the issue you are experiencing with the tool. This is not required, though highly suggested to better assist and provide a resolution to your case. Under When you are done Click on Continue Under Preliminary Response : Review the instant answer options provided to see if any are applicable to your case. If none of the options answer your question and you want to submit your case, click on Finish Submitting Request. Upon submitting your request, you see a screen that says Your Request Has Been Submitted and are given a reference number. You should receive an response from our support department within the next business day. If you need to include additional information to your case or cancel your case request, simply click on My Cases and make the changes in the questions sub area. In this window you will also have the option to: Search other case requests you have submitted by: Product, Keyword, Reference Number, or Thread/Summary You can sort your search by: Default, Reference #, Subject, Status Type, Date Created, Category Level 1, or Category Level 2 The Questions tab shows your case requests, with a Reference #, Subject, Status Type, Date Created, Category Level 1, and Category Level 2. You also have the capability to perform a search on a specific request in this window. The Notifications tab shows the Answer ID, Summary, and Expires Date. Once you have completed your case request or searched for a case request/question, click on the Logout tab. Copyright Cisco systems, Inc. All rights reserved Page: 32