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Cisco Smart Care Service Eligibility

This document describes the eligibility requirements that Cisco partners must meet to sell and use Cisco Smart Care

Services. It includes information about registration, user operations, and auditing.

Partner Requirements for Smart Care Services The following information describes the partner registration process and requirements to sell, support, and use Cisco Smart Care

Services.

Basic Registration Requirements

Cisco partners must meet the following certification and Help Desk requirements to register for the Smart Care program and become a Cisco Smart Care partner:

Certification Requirements

Cisco partners must have at least one Cisco Channel Certification (Select, Premier, Silver, or Gold)

Help Desk Requirements

Cisco partners must meet the following Help Desk requirements to register for the Smart Care program and become a Cisco Smart Care partner:

Provide customers with direct access to 8 x 5 Help Desk support

Provide customers with Level 0 and Level 1 support resolution services before the partner can contact Cisco

support

Additional Specialization Requirements

Cisco may require an Authorized Technology Provider (ATP) or other specializations as a prerequisite to Cisco partners

being certified as meeting the requirements to support certain technologies or products.

To support networks with Cisco’s Advanced Voice Technology products , Cisco partners must also have Cisco Advanced Collaboration Architecture Specialization, except in those theaters where different eligibility rules

regarding Unified Communications Specialization apply.

To support Cisco Unified Computing Systems (UCS) as part of Smart Care, Cisco partners must have Cisco

Unified Computing Technology Specialization and have at least one support engineer who has passed Data Center Unified Computing Implementation (DCUCI), Data Center Unified Fabric Implementing (DCUFI) a nd Data

Center Unified Computing Troubleshoot (DCUCTS) exams. These eligibility requirements a re not required for

UCS C-Series Servers.

Note: Partners in European countries do not have to hold a Unified Communications certification in order to purchase

these Voice Service SKUs.

Advanced Voice Capabilities Requirements

Eligibility requirements for the following voice capabilities vary depending on the type of Smart Care contract.

For Weight-based customers, voice capabilities are entitled only with a CNL3 or CNL4 Smart Care contract.

For SKU-based customers, voice capabilities are entitled only with purchase of the Voice Service SKU (CON-

SCVS-VOICECAP) for that customer.

The following voice capabilities are dependent on the eligibility requirements mentioned above.

Voice Quality Monitor (VQM)

Voice Passive Monitoring

Voice Active Monitoring

Voice Assessment

Smart Care Partner Eligibility Guidelines

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Smart Care Registration Cisco partners who meet the Smart Care Service Program e ligibility requirements must also register for the Smart Care

Program. The registration process requires that Cisco partners meet the following requirements:

Meet the minimum requirements for the program (Certification and Help Desk support)

Accept Smart Care Terms and Conditions

Successfully pass the Online Smart Care Service Test. Access to the test can be found in the e-learning course at: http://tools.cisco.com/pecx/login?URL=searchOffering%3FcourseId%3D00051974

Smart Care Eligibility Audit The Cisco Smart Care Service Program team will perform annual audits of all Smart Care registered partners to verify

that they meet minimum requirements for program eligibility. This annual audit process will be conducted in the first

quarter of Cisco’s fiscal year.

This re-evaluation audit will check to ensure that Cisco partners meet or exceed Smart Care certification and

specialization requirements as listed in this section, ha ve accepted the Smart Care program Terms and Conditions, and

have passed the Smart Care Service Test.

A Cisco Partner who is found to not meet the minimum requirements or who has been notified by Cisco that they have

lost a Certification (“Decertified”) or Specialization, a s applicable, for whatever reason, shall have ninety (90) days to

regain the applicable Specialization or Certification (“Recertified”). I f the Cisco partner is unable to become recertified,

they will be ineligible to provide support under the Program, and Cisco will suspend services for the affected network.

Cisco partners may still continue to provide support on an affected Product under an alternate support program as

provided under the Agreement.

Additional Information

For more information about Cisco Smart Care Service, access: www.cisco.com/go/smartcare

Cisco Collaborative Services, access: www.cisco.com/go/collaborativeservices

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