Cisco Technical Services

Presenter: Greg Gabinete

Date: Sept 15 2015

Overview

Agenda

Cisco Technical Services

Cisco Global TAC

Requesting Support and Service Requests

Service Capabilities

Q&A

Services Supply Chain (RMA)

Customer Interaction Network (CIN)

Entitlement

Technical Assistance Center (TAC)

TS Advantage (Premium Support)

Technical

Services

Who is Technical Services? Functional Groups that support Service Requests

Licensing

Global TAC Support

Krakow

Cisco Technical Assistance Centers (TAC)

Barranquilla

Amman

Bangalore

San Jose

RTP Richardson

Boxborough Brussels Tokyo

Gurgaon Beijing

Seoul

Mexico City

Rio De

Janeiro

Moscow

Sydney

Munich

• TAC Support Capabilities: 180+ countries, 24 TAC facilities, 17+ languages

• 2600 professionals averaging 5+ years industry experience

• 450,000+ service requests handled quarterly

Shanghai

Global Center

Regional Language Center

24-Hour Hardware Replacement coverage

Costa Rica

Highly-trained network/application software engineers worldwide

Computer science/electrical engineering degrees; average 5 years industry

730+ CCIE professionals; 2600 professionals; 400 patents issued

Continuous technical training averaging 32 hours/quarter; Kepner-Tregoe adaptive troubleshooting

Expertise in a broad array of complex and diverse technologies

TAC Support Capabilities: 180+ countries, 24 TAC facilities, 17+ languages

Value Team Attributes

Timely, accurate

issue resolution

from highly qualified

experts with a rich history of

innovation

Technical Assistance Center Team Resolve Issues Fast to Maintain System Performance

Goals

Customer Satisfaction

Timeliness Resolution

Certifications

Intelligent routing matches issue to right TAC

expert

One expert owns the issue

Collaboration brings the power of the global

TAC to every interaction

TAC knowledge fuels all customer support

channels

Faster time to resolution

Fewer touch points within Cisco

“My Support My Way”

Right Expert

+ Global

TAC

Service Delivery Model

Features Benefits

Requesting Support – Service Requests

Access to Services

Services Entitlement Overview gives detailed information about how to access Cisco Services (TAC support, hardware replacement, and software download).

Key points –

• Each customer should have their own unique Cisco.com User ID

• Customers need to associate service contracts to your Cisco.com User ID using your Services Access Management Delegated Administrator within your company or via Cisco Profile Manager. Access to services is dependent upon contract association to your Cisco.com User ID.

• Email web-help@cisco.com for assistance with associating a device or Cisco ID to a support contract

• When requesting support, have the following information available –

Customer’s Cisco.com User ID

Valid serial number of the impaired part (Active product ID for standalone software applications)

Valid serial number of the chassis (if the impaired part is not a chassis)

Active service contract that covers support for the product (and is associated with customer’s Cisco.com profile)

API’s: NMTG & Smart Bonding

S1/S2 Live Handoff

Email Reply of Call-Back

DIRECT

DIRECT

DIRECT

Opening a Service Request

• Routing

• Switching

• Mobile, Wireless,

WiMAX

• IPT, Voice, UCC

• Video, Cisco

TelePresenceTM

• Optical

• Storage Area

Networks

• Unified Computing

• Security

• Systems Management

TAC Technology Expertise

Live Handoff

• USA 1-800-553-2447

• Europe +32-2-704-5555

• Manila +6322305880

Searchable, interactive

community http://supportforums.cisco.com

Low Severity –

Email Reply or Call-back tac@cisco.com

Low Severity http://tac.cisco.com

Automated Case Open On Problem

Detection http://www.cisco.com/web/CA/products/servi

ces/ps7334/serv_home.html

Phone

Urgent Network Down

Cases (Sev 1 / Sev 2)

Smart Call Home

Email, Chat, Mobile App

Non-Urgent

Cases (Sev 3 / Sev 4)

TAC Online

Non-Urgent

Cases (Sev3 / Sev4)

Cisco

Support

Community

Integrated Support Applications

Ro

utin

g | In

tellig

ent M

atc

hin

g L

aye

r

De

ve

lop

me

nt T

ea

ms

Manage All Open Cases On the Go Cisco Technical Support mobile application

Cisco Technical

Support app provides

Role and Entitlement

based access to

Support.

See status and

details of related

RMAs.

View High Touch cases

By Portfolio (set up in

Settings).

Check Device Coverage

by Serial Number

(Includes Bar Code

Reader).

See case

status/severity,

contacts, latest update,

and all related notes.

Push Notifications

for Sev1/2 Cases for

High Touch

Customers. Tap to

launch the app.

Technical Support Operational Overview Service Request Prioritization – Definitions

Severity 1

• Production network down

• Critical impact to business operations

• 24-hour Cisco, Partner and Customer commitment

• No workaround available

Severity 2

• Network severely degraded

• Significant impact to business operations

• Cisco, Partner and Customer committed during business hours

• No workaround available

Severity 3 • Network functionality degraded

• Business operations noticeably impaired

• Cisco, Partner and Customer in frequent contact

Severity 4 • General assistance

• Installation, upgrade, or configuration assistance

• General product information

Severity is a factor used to determine how each service request is prioritized. The customer determines the priority of

the service request using the definitions below.

Best Practices TAC Service Request Initiation

When creating a new Service Request, provide the following information:

• Service contract number and product serial number (if applicable)

• Network topology diagram and problem description

• Output from show tech command, if applicable or available, and all other relevant output

• Description of problem and symptoms (one problem per service request)

• Software versions and types of equipment

• Be as accurate as possible to ensure that your case is routed to the appropriately skilled engineer

• Monitor the progress of your case through Technical Support Mobile Application

• To capture all email communication with TAC please copy emails to attach@cisco.com

with SR number if the email subject field

Service Request Progression • Service requests stay with the SR owner as single point of contact

• Sev 1/2 cases are warm handed-off to the next engineer

• If the SR owner is not available, the SR can be requeued

• Service requests are frequently reviewed by leads and managers for progress

• Escalation resources can be engaged at any time – Don’t hesitate to escalate if you are not getting the service or resolution you expect!

• Service requests can be escalated by the engineer, lead or a customer

• Recommended approach to escalation:

• Ask the engineer directly to engage additional resources

• Ask to speak to the engineer’s team lead or direct manager

• Ask for or call in to speak to the Duty Manager

• The engineer’s Manager will be engaged first by the DM

Customer Driven Service Request Escalation

TAC Duty Manager

• Responsibilities

• Assess the situation

• Assign additional resources if necessary

• Contact the Duty Manager:

• Asia-Pacific: +61 2 8446 7411 / +632 230 5880

• Europe: +32 2 704 5555

• USA: 1 800 553 2447; +1 408 526 7209

• Ask for the Duty Manager

• http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html#telephone

Cisco Service Supply Chain

Customer

Experience

Service Agreement/

Install Base

Establish & Maintain

Plan Inventory

Repair Part

• Warehousing

• Configurations

• Shipments

• Parts Delivery/Pickup

• 259 Premium Depots

• 34 NBD Warehouses

• Screen/Repair

defective parts

• Failure analysis

• Global repair vs local

sourcing

• Inventory Planning

• Procurement

• Depot replenishment

Order Part • RMA Order Creation

• Parts & Labor Dispatch

• Escalation Management

• Customer Contact

• Entitlement

• Part return

• Asset recovery

Return /

Process Part

• Parts replacement

• TPM & OEM

• 2400+ Field Engineers

• 99.45% geo coverage

Deliver Part

Onsite Service

SNTC and TS Advantage

Smart Net Total Care (SNTC) - More Than Warranty

Cisco

SNTC

Service

Cisco

Standard

Warranty

Renewable

Expedited

Hardware

Replacement

Cisco OS

Updates

Registered

Access to

Cisco.com

Smart Call

Home

Diagnostics

and Alerts

Cisco TAC

Support

Smart

Entitled

Options to Drive More Value from Smart Net Total Care

Proactive maintenance combines

world-class technical support with

self-service smart capabilities

Smart Net Total Care

Self-Deploy Self-Consume

Smart Net Total Care

Smart Assist

Assistance with onboarding,

IB reconciliation and TAC

technical support (portal and

collections)

Assistance with Onboarding and

Optimization

Asset Management

TS Advantage

A premium service delivering

personalized support for your

network infrastructure and

services

Smart Net Total Care

Premium Personalized

Technical Service Proactive Installed Base Management

Asset Management

Consultative engagement that

delivers the most comprehensive

view of installed base and

contracts

Smart Net Total Care

Increase

Operational

Efficiencies

Minimize

Business

Disruptions

Increase staff

productivity

Enhance IT asset

utilization

Bronze OPERATIONAL SUPPORT

Silver TECHNICAL SUPPORT

Reduce Time to

Restoration

Increase staff

productivity

Enhance IT asset

utilization

Gold DEEP TECHNOLOGY

SUPPORT

Reduce Time to

Restoration

Reduce Unplanned

Downtime

Reduce Planned

Downtime

Increase staff

productivity

Enhance IT asset

utilization

Platinum IT AGILITY SUPPORT

Increase staff

productivity

Enhance IT asset

utilization

Reduce Time to

Restoration

Reduce Unplanned

Downtime

Reduce Planned

Downtime

Enhance IT Agility

Smart Net Total Care, SP Base

Customer-Defined Exclusive Benefits

TS Advantage Operational Outcomes

SLA SLO

Cisco Solution Support

Cisco® solution expertise and

accountability for centralized issue

management and resolution among

Cisco and technology partner

products in our covered multivendor

solutions. Includes Cisco product

support and solution-level support

in a single service.

Cisco Solution Support

Primary Point of Contact

Solution Focused Expertise

Coordinates Between Key

Vendors

Manages Case to

Resolution

Centralized Support for Today’s Multivendor Environments (SSPT)

Cisco Solution Support Services (SSPT) engagement model

Cisco Product Support

Partner Product Support

Product-level Support

Product-level

Support

Customer or Channel

Partner

Cis

co

S

olu

tion

Technolo

gy

Part

ners

Solution Support Cisco SSPT

Coordinate

Coordinate

Coordinate with both

sources to solve

problems in both areas

Access a team of Cisco solution experts who

are ready to lead in resolution of any issues

found within the supported solution

SSPT Solution Support team will work with you to

resolve your issue, regardless of where that issue

leads or who needs to be involved in resolution

1 2 3

Power

Supply

Module

Failure

Storage

Drive

Failure

Flickering

video of the

Desktop on

your remote

end point

Solution Support for Cisco Solutions

Cisco Solution Support is sold separately from Cisco product support for these Cisco

solutions. Refer to service materials for details.

S:$2.2k, M:$3.3k,

L:$8.9k, XL:$19.2k

S:$2.5k, M:$2.4k,

L:$2.2k, XL:$2k

• DC Critical Infrastructure (DCI), Flexpod, VMDC, VSEPRX, VDI, Cloud

HCS

• Cloud based Collaboration

SSPT Offers Data Center SAP HANA

Getting Started & Online Resources •

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Q&A