Cisco Services Partner Program Operations Transitioning to Cisco Partner Support Services (PSS) Video for Partner Core-Bridge (PC-B) Partners and Distributors Gema Ramirez CSPP EMEAR Change Management Support April 2014
This training is for partners and distributors that are transitioning from the Partner Core-Bridge (PC-B) program to Cisco Partner Support Service (PSS). For more information about quoting and ordering Cisco PSS, refer to the Cisco PSS Partner/Distributor Quoting and Ordering Training or the Cisco PSS Partner/Distributor Ordering Guide. Our focus today is to provide an understanding of the critical operational issues that you will need to be aware of when transitioning to Cisco PSS. By the end of this training, you will be able to: Explain how quoting and ordering will be affected by this transition Identify where to find more information on quoting and ordering Cisco PSS Cisco Confidential 2
Agenda Your Transition to PSS Cisco PSS Service Levels Protecting Existing Quotes Pricing Quoting & Ordering Cisco PSS Contract Management Support, Further Information & Training Cisco Confidential 3
Transition to PSS Cisco Confidential 4
PC-B to PSS Video Transition Summary Two programs, two offers. Programs: Partner Core-Bridge Cisco Services Partner Program Offers: Today Partner Core-Bridge Tandberg products Partner Support Service Cisco products Tomorrow Simplicity. One program, one offer. Program: Cisco Services Partner Program Offer: Partner Core-Bridge Partner EOL Support Service All TelePresence Video products Performance driven compensation is outlined in the Cisco Performance Management Appendix, located at www.cisco.com/go/cspp Cisco Confidential 5
The Transition is Program: Partner Core Bridge Program: CSPP Offer: Partner Core Bridge Offers: PSS Program: CSPP Offers: - PSS - CBS C97-694549-00 2011 Cisco and/or its affiliates. All rights reserved Cisco Proprietary 6
What is changing? PC-B CSPP & PSS Benefits Standalone program with unique requirements Standalone collaborative offer Single Program with requirements consistent within the portfolio Video service levels within Partner Service Support portfolio Simplifies performance management Simplified portfolio Up front discounts only Discounts + Rebates Incremental margin opportunity for high performing partners Service on Tandberg products only Applies to full line of Cisco TelePresence Video products Increased sales opportunity Next Business Day level of service Multiple levels of service More flexibility & efficiency to serve customers Cisco Confidential 7
Timeline November December 2013 2013 January 2014 February 2014 March 2014 April 2014 May 2014 June 2014 Dec Jan Apr April 26 June 26 Price list available Partners receive End Of Life (EOL) Announc ement Final assessment for PC-B Only Partners End of Sale/End of Life of the PC-B program April 27 Quote and order new Partner Support Service levels End of 60 Day Quote Protection Cisco Confidential 8
Cisco PSS Service Levels Cisco Confidential 9
PSS TelePresence Video Service Levels NEW! Cisco Confidential 10
Protecting Existing Quotes Cisco Confidential 11
Summary: - Quote price protection period: April 26 to June 26, 2014 - All open PCB quotes validated up to April 26 will be honoured for 60 days protection period, from the date of the last validation up to 26/6/14, whichever comes first 4/26/14 6/26/14 Partner Core-Bridge Quotes Only Cisco PSS Quotes Partner Core-Bridge Quotes Cisco PSS Quotes Only Cisco Services Partner Program Launch 60 days You can quote both Partner Core-Bridge and Cisco PSS 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 12
Pricing Cisco Confidential 13
Price lists can be viewed and downloaded from CCW 1. Log in to CCW http://www.cisco.com/go/ccw 2. The following message will pop up. Be sure to update your internal, customized systems or tools to reflect the new Cisco PSS price files. 3. Click on Ok. B 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 14
1. Select Type: Services Only 2. Select the appropriate price list from the Price List menu 3. Select Telepresence from the Service Program 4. Choose the file format 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 15
Quoting and Ordering Cisco PSS Cisco Confidential 16
PSS is orderable through CSCC and CCW. Cisco Commerce Workspace Cisco Commerce Workspace for new products and service contracts (but not service contract renewals) Cisco 1-Tier Partners Cisco 2-Tier Partners Cisco Service Contract Center / 1- Tier Cisco Service Contract Center for new service contracts as well as renewals 1-Tier partners Distributor consumption Cisco Service Contract Center / 2-Tier Next Gen Cisco Service Contract Center/ 2-Tier for quoting and completing orders Distributor Resale on behalf of 1- Tier and 2-Tier partners Cisco PSS Video is designed to use the existing functions and processes of our commerce tools. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 17
New configuration sets in CCW and / or Preferences in CSCC: ACTION: Create new configuration sets/preferences with the new PSS service levels Set the service levels to the new PSS for each CCO user ID Update each tool separately For more information about quoting and ordering Cisco PSS, refer to the Cisco PSS Partner/Distributor Quoting and Ordering Training or the Cisco PSS Partner/Distributor Ordering Guide. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 18
Option 1 Option 2 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 19
2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 20
2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 21
Contract Management Cisco Confidential 22
When managing existing contracts: You can maintain your existing contracts until the time of renewal as long as there are no changes to the contract that affect costs (e.g., a return material authorization [RMA] swap.) You may be required to move the entire configuration to a new Cisco PSS contract when adding a quotable new device on the existing contract. NOTE: The steps for migrating a contract midterm are the same as those for renewing a contract at termination. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 23
Before renewing your contract, we recommend the following cleanup activities: Co-terminate your renewal dates per end customer This action reduces the number of times that you need to touch your contracts each year. Instead of multiple renewal dates across the year, try to limit them to one or two dates Consolidate existing contract numbers for the same customer and the same service level This action reduces the number of existing PC-B contracts in the install base Replace the Site ID from the partner name to the real end customer name This action allows for a cleaner install base, better rebates, and easier allocation 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 24
When products are placed under contract, they are assigned an instance ID. This is a unique ID in the install base which is dedicated to that individual product. The instance ID provides a link between the install base and the product. Hardware products also have a serial number that provides that same link. Software products usually do not have serial numbers, so the only link they have between the install base and the product is the instance ID. Because PMC calculates renewal credit based on serial number or instance ID linkage, it is very important that this linkage is not broken. There are 2 methods for renewing your contracts and ensuring that the serial number or instance ID stays linked to the product: 1. Extending the service coverage 2. Import contract number into the quote 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 25
To extend service on products under the contract, go to the Line Items screen: 1. Select the line on which you want to extend service coverage. 2. Select Extend Service Coverage from the Action drop-down menu. 3. Click the Go button. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 26
1. Change the Target Contract Number to NEW as in the example below 2. Change the Service Levels to PSS as in the example below (use the table of equivalents provided in this training presentation) 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 27
1. Click the Apply These Service Levels radio button. 2. If the bill-to address on the quote is eligible for Cisco PSS, then you will get some options in the Hardware Service Level drop-down menu. 3. Select a PSS service level. 4. Click the Generate Quote button. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. Cisco Confidential 28
1. Create a new quote. 2. Enter the same Bill-to ID as the PC-B contract. 3. Update your default preferences to Cisco PSS service level. 4. Import lines from existing contract: On the Import/Export screen, select Import from Contract. Select Contract in the File Type drop-down list. Enter each contract you want to renew with a comma separating each. 5. Ensure that the installed site is the actual end customer. 6. Set the duration of the contract. 7. Validate. 2013 Cisco and/or its affiliates. All rights reserved. This document is for INTERNAL use only. Do not distribute. For more details on Best Practices for renewing contracts, go to the Software Renewals in CSCC Job Aid. Cisco Confidential 29
Support, Further Information and Training Cisco Confidential 30
Main Points After the transition, you will see the new Cisco PSS TelePresence service levels in the Cisco commerce tool menus and you can immediately start quoting using Cisco PSS TelePresence service levels. There will be a limited amount of time of overlap, 60 days, available to manage older business priorities after the new TelePresence Video service levels go live. Cisco PSS price file uses a new Excel format. Be sure to update your internal, customized systems or tools to reflect the new Cisco PSS price files. When managing existing contracts, you can maintain your existing contracts or you may be required to move the entire configuration to a new Cisco PSS TelePresence contract. Cisco Confidential 31
Options for Getting Support Cisco PSS Ordering Guide Covers the topics discussed here in more depth. Go to the PSS website, expand the Operations section and select the PSS Partner Ordering Guide document Operations Exchange Community Contains up-to-date articles and documentation Has forums moderated 24 hours a day, 5 days a week Customer Service Central My Cisco Workspace Cisco Confidential 32
Customer Service Central All support cases should be opened through the Customer Service Central portal. You can add the module onto your My Cisco Workspace. You can open a case by clicking the Open a Case tab and completing the associated fields. Cisco Confidential 33
Customer Service Central All support cases should be opened through the Customer Service Central portal. You can add the module onto your My Cisco Workspace. You can open a case by clicking the Open a Case tab and completing the associated fields. To escalate, please contact your CSRM or PSDM. The CPE CRM Wiki page remains your source for the most up-todate information on the Customer Service Central Portal and other CPE Customer Service tool releases. Cisco Confidential 34
Further Information and Training Cisco Services Partner Program: Website Global Program Guide Operations Guide Global Eligible Bookings Guide Partner Support Service: Website Ordering Guide Quick Reference Guide Support Community Operations Handbook MEAR - CSPP Partner Operational Readiness Tip Sheet EEA (including SEE) - CSPP Partner Operational Readiness Tip Sheet Cisco Services Partner Program PSS Theatre Specific Cisco Service Contract Centre website Cisco Service Contract Centre Setting Preferences Cisco Commerce Workspace website Cisco Commerce Workspace Service Attach and Preferences Quick Reference Guide Partner Self Service Tool Partner Self Service Tool User Guide For training and support on the content of this session, please email emearcspp-ops-questions@cisco.com. We will endeavour to answer your email within 48 hours For program-related questions, please contact PSDM Commerce Tools Contacts Cisco Confidential 35
Cisco Partner Self-Service: Access to PSS Offers If you cannot see the PSS service levels when logging to your commerce tools, please check that your Cisco.com user ID is correctly associated to your company in the Partner Self-Service Tool. Partner Self-Service Tool: http://tools.cisco.com/wwchannels/getl OG/welcome.do Partner Self-Service Tool Job Aid http://www.cisco.com/web/partners/servi ces/cspp/downloads/cspp_pss_job_aid.pdf Cisco Confidential 36
Thank you.
Cisco PSS Service Levels Service Levels that are available to all Cisco PSS Partners Partner Eligibility Requirements Available to Cisco PSS partners that quote outside of the U.S. and Canada Service Level Name Service Level Service Program PSRT PRTNR SS 8X5XNBD PRTNR SS ROW Service Program Description Available to Cisco PSS partners that quote in the U.S. or Canada PSUT PRTNR SUP 8X5XNBD PRTNR SS USC Available to all Cisco PSS partners PSUE PSUP PU2P PSOE PSOP PSO2 PRTNR SUP 8X5X4 PRTNR SUP 24X7X4 PRTNR SUP 24X7X2 PRTNR SUP Onsite 8X5X4 PRTNR SUP Onsite 24X7X4 PRTNR SUP Onsite 24X7X2 PRTNR SUP Cisco Borderless Networks: Hardware support for most Cisco products PSUS PRTNR SUP SW SUP Cisco application software update support PSUU PSSD PSSE PSSP PSSW PSB1N PSB14 PSB3N PSB34 PRTNR SUP SW UPG PRTNR ESS SW 8X5XNBD PRTNR ESS SW 8X5X4 PRTNR ESS SW 24X7X4 PRTNR ESS SW PSS SBS 1YR 8X5XNBD PSS SBS 1 YR 24X7X4 PSS SBS 3 YR 8X5XNBD PSS SBS 3 YR 24X7X4 PRTNR SS ESS SUPPORT SERVICE SBS Cisco application software update and upgrade support Cisco Unified Communications Essential Operate Service: Unified Communications server and software application support Cisco PSS Small Business Services Cisco Confidential 38
Cisco PSS Service Levels (Cont.) Service Levels that are available to Cisco PSS Partners that have additional specializations or are Cisco ATP Partners Partner Eligibility Requirements Service Level Name Service Level Service Program Service Program Description PSRN PRTNR TP VID 8X5XNBD **Available to CSPP partners that have met the requirements for TelePresence Video PSRE PSRP PRTNR TP VID 8X5X4 PRTNR TP VID 24X7X4 PRTNR TP VID Cisco Partner Support Service support for the full line of Cisco TelePresence Video products PSRU PRTNR TP VID SW UPG Available to all Cisco PSS partners, but requires additional specializations or Cisco Authorized Technology Provider (ATP) certifications PSJ1 PSJ2 PSJ3 PSJ4 PSJ6 PSJ7 PSJ8 UCS PSS 8X5XNBD UCS PSS 8X5X4 UCS PSS 24X7X4 UCS PSS 24X7X2 UCS PSS 8X5X4 OS UCS PSS 24X7X4 OS UCS PSS 24X7X2 OS PSS UCS SUPP Cisco PSS for Unified Computing* Global Technical Assistance Center (TAC) access Triage support for third-party software Onsite parts replacement (based on Generic Service Products) Upgrades for systems with Cisco Unified Computing System Manager (Cisco UCS Manager) Optional 24 x 7 support for thirdparty operating system and VMWare Cisco Confidential 39
Cisco PSS Service Levels (Cont.) Service Levels that are available to Cisco PSS Partners that have additional specializations or are Cisco ATP Partners (Cont.) Partner Eligibility Requirements Service Level Name Service Level Service Program Service Program Description Cisco PSS for Unified Computing Hardware Only* PSW2 PSW3 PSW4 PSW6 PSW7 UCS W PL PSS 8X5X4 UCS W PL PSS 24X7X4 UCS W PL PSS 24X7X2 UCS W PSS 8X5X4 OS UCS W PSS 24X7X4OS PSS UCS WP Onsite parts replacement Download software driver updates, BIOS updates, and Cisco Unified Computing System Manager (Cisco UCS Manager) updates Global remote access to Cisco 24 x 7 to determine if RMA is required Available to all Cisco PSS partners, but requires additional specializations or Cisco Authorized Technology Provider (ATP) certifications PSJD6 PSJD7 UCS PSS 8X5X4 DR UCS PSS 24X7X4 DR PSS UCS DR Cisco PSS for Unified Computing with Drive Retention Global Technical Assistance Center (TAC) access Triage support for third-party software Onsite parts replacement (based on Generic Service Products) Upgrades for systems with Cisco Unified Computing System Manager (Cisco UCS Manager) Ability to retain physical disk media Optional 24 x 7 support for thirdparty operating system and VMWare Cisco Confidential 40
Cisco PSS Service Levels (Cont.) Service Levels that are available to Cisco PSS Partners that have additional specializations or are Cisco ATP Partners (Cont.) Partner Eligibility Requirements Service Level Name Service Level Service Program Service Program Description Cisco PSS Unified Computing Hardware Only with Drive Retention Available to all Cisco PSS partners, but requires additional specializations or Cisco Authorized Technology Provider (ATP) certifications PSWD6 PSWD7 UCS W PSS 8X5X4 DR UCS W PSS 24X7X4 DR PSS UCS W DR Onsite parts replacement Download software driver updates, BIOS updates and Cisco Unified Computing System Manager (Cisco UCS Manager) updates Global remote access to Cisco 24 x 7 to determine if RMA is required Ability to retain physical disk media PSPN PSPS PRTNR SS PS 8X5XNBD PRTNR SS PS SW SUP PRTNR SS PS Cisco Physical Security Service support Cisco Confidential 41
PC-B to PSS Service Levels: TelePresence Video For PCB partners transitioning over to PSS Partner Core-Bridge ATP Cisco TelePresence Video ADVANCED PADN (8x5xNBD) PAMU (SW Upgrade) ATP Cisco TelePresence Video ADVANCED+ PPDN (8x5xNBD) PPMU (SW Upgrade) ATP Cisco TelePresence Video MASTER PMDN (8x5xNBD) PMMU (SW Upgrade) Cisco PSS PRTNR TP VID PSRN (8x5xNBD) PSRE (8x5x4) PSRP (24x7x4) PSRU (SW upgrade) Eligibility: CSPP enrolled ATP Cisco TelePresence Video certifications (Advanced, Advanced+ or Master) Minimum performance targets per CSPP Performance Management Appendix Discounting: Follows CSPP discounting rules Products Mapped: High-, mid-, mid +, low-end products. Creation of new service program- PRTNR TP VID Cisco Confidential 42