Cisco Application Support Portfolio Overview Welcome to the

Cisco Application Support Portfolio Overview Welcome to the Cisco® Application Support Portfolio Overview learning module. This module is part of an ongoing effort to help Cisco resellers increase sales performance by learning how to consistently attach Cisco Application Support offerings to Cisco solutions. View this presentation in slide show mode to enable interactive features. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 1 of 32 Start End Previous Next

Module Overview This module helps Cisco resellers learn about the Cisco Application Support offerings. This training module provides information about: § The value of application support § How application support fits in to the larger Cisco Technical Services portfolio § Capabilities and features of the application support offerings § How to offer the right mix of services It should take you about 15 -20 minutes to complete this module. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 2 of 32 Start End Previous Next

Placing Cisco Application Support Offerings in Perspective Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 3 of 32 Start End Previous Next

Getting Started with Software Support First, it is important to know that there are several categories of software support that provide important coverage for: § Operating system software § Application software § Security content While all types of coverage are important, application support provides essential value that can improve the speed and accessibility of business applications. As business applications become more network-centric, application support becomes critical to ensuring optimal network performance across all Cisco products. This module focuses on the Cisco Application Supportfolio and provides an overview of other software support offerings. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 4 of 32 Start End Previous Next

Providing Complete Coverage Before we move on to discuss the value of specific application support offerings, let’s take a moment to show all the types of services work together to provide complete coverage. Security Content Subscriptions Hardware Support Application Support Customers need hardware support services to receive coverage for Cisco hardware and for operating system (OS) software updates within their licensed feature set. Customers need support services to provide application software updates and upgrades for Cisco software applications. Customers need support services for access to maintenance releases and minor software updates and might also need access to major software upgrades. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Customers who have a security solution such as Cisco Intrusion Prevention Systems, require regular updates to the content in their security database. Customers can purchase a security content subscription that provides them with up-to-date security content such as signature file updates. Page 5 of 32 Start End Previous Next

The Value Proposition: Software Support Click on each item below to learn more about the value of the various types of software support capabilities. When you are done, click the next button to continue. 1. Operating system software updates Value • Increases performance of current features on Cisco devices • Adds new functionality, often without additional hardware investment • Enhances availability and stability of network and business applications • Extends the life of Cisco devices 2. Application software updates and upgrades Value • Strengthens availability, functionality, and reliability of applications • Helps resolve technical issues faster with access to application specialists • Builds in-house expertise with access to online resources • Increases application functionality with major upgrade releases 3. Security content subscriptions Value • Helps to identify, monitor, and remediate security threats • Enables web-based reporting of personalized network threat alerts • Provides customized, timely, accurate, vendor-neutral security intelligence • Provides information on the latest security threats with signature file updates Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 6 of 32 Start End Previous Next

About Software Support Capabilities Software support capabilities are an integral part of Cisco’s Technical Services portfolio. § The image here shows Cisco’s industry-leading support capabilities. § You can see that TAC assistance, online technical resources, operating system updates, application software updates and upgrades, and security threat mitigation capabilities are essential components of the overall portfolio. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 7 of 32 Start End Previous Next

TS Capabilities and Software Support This slide showcases the capabilities that offer software support. Click on each box below to learn more about that capability. When you are done, click the next button to continue. Security intelligence and signature file updates provide important content help prevent, mitigate, and quickly remediate potential IT attacks. Security Threat Mitigation Application Software Updates & Upgrades Operating System Software Updates Online Technical Resources Technical Assistance from TAC Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Software updates strengthen the functionality of the Cisco application and major software application upgrades that expand application functionality. Provides access to up-to-date operating system software to maintain the resiliency of the Cisco network and increase operational efficiency. Access to information anytime, anywhere with automated troubleshooting tools and technical knowledge library through Cisco. com. Access to network and application software engineers for timely, issue resolution, available 24 x 7 for most services. Page 8 of 32 Start End Previous Next

Why Cisco Application Support? Cisco’s product portfolio has expanded beyond routers and switches to include a growing set of software applications. To support the service needs of these software products, Cisco offers specialized technical support services for software. Cisco application support offerings provide customers with important capabilities including: § Software updates: bug fixes and minor features § Software upgrades: major features § Cisco TAC support for software products § Access to Cisco. com Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 9 of 32 Start End Previous Next

Application Support Complements Hardware Support § Operating system software support is provided as part of hardware service coverage and is separate from application support. § When a customer’s solution includes both hardware and application software components, the customer needs both hardware and application support for complete coverage. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Application Software Support Services Application Software Updates & Upgrades Hardware Support Services OS Software Updates Advance Hardware Replacement Page 10 of 32 Start End Previous Next

Cisco Application Support Offerings Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 11 of 32 Start End Previous Next

Expanding Your Business Opportunities Selling application support services backed by Cisco knowledge and specialized expertise can help you: § Provide customers with complete product coverage § Increase customer satisfaction and build life-time customer value § Improve profitability through greater service bookings Application support is available for most Cisco application software. § Generate more recurrent revenue Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 12 of 32 Start End Previous Next

Cisco Application Support The Cisco Application Supportfolio includes the following services: § Cisco Software Application Support (SAS) § Cisco Software Application Support plus Upgrades (SASU) § Cisco Video Software Support Service (VSS) § Cisco Unified Communications Essential Operate Service for Software (ESW) Cisco also offers services that provide comprehensive support for hardware and software applications. In this section, we will provide an overview of each of the services and then help you understand how to offer your customers the right mix of services for their Cisco solution. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 13 of 32 Start End Previous Next

Defining Application Software Terms Throughout this section of the training module we will be using some specific terms to describe the features of the various service offerings. Below are a few terms that you might want to note. Click on each of the items to learn more. Maintenance Release Major Upgrade Release Minor Update Release A maintenance release is an incremental software release that provides maintenance fixes and may provide additional software function. Cisco maintenance releases are indicated by a change in the digit to the right of the tenths or the hundredths digit of the software version number [x. x. (x) or x. x. x. (x)] A major release is a release of software that provides additional software functions. Major releases are designated by a change in the ones digit of the software version number [(x). x. x. ]. A minor release is an incremental release of software that maintenance fixes and additional software functions. Cisco indicates a minor release with a change in the tenths digit of the software version number [x. (x). x]. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 14 of 32 Start End Previous Next

Cisco Software Application Support (SAS) Service helps to keep business-critical applications highly available and running at optimal performance. This service: § Provides maintenance releases and minor update releases, plus access to online resources and Cisco TAC support § Provides support for over 150 security, network management, and data center software applications Major upgrade releases require the purchase of Cisco Application Support plus Upgrades (SASU). Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 15 of 32 Start End Previous Next

Cisco Software Application Support plus Upgrades (SASU) service helps keep software applications current with the latest Cisco technology. This service: § Provides the same features as SAS plus major application software upgrade releases § Provides access to richer software application feature sets and improved performance and efficiency SAS and SASU are available globally for more than 150 Cisco application software products Example: This service would enable an upgrade from version 2. 0 to 3. 0. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 16 of 32 Start End Previous Next

Cisco Unified Communications Essential Operate Service for Software (ESW) includes capabilities similar to the Cisco Software Application Support These services support more than 30 Cisco Unified Communications (SAS) offering, application products, specifically to software but is designed such as: support unified communications software. (Call. Manager) • Cisco Unified Communications Manager X • Cisco This service: Unity • Cisco Unified Meeting. Place (Enterprise and § Provides software-only application support, Express) Cisco Unified Contact and access • to TAC, Cisco. com, Center (Hosted, Enterprise and Express) maintenance/minor Intelligentreleases for Unified • Cisco Unified update Contact Management Communications solutions • Cisco Unified Mobility § Requires product families—Cisco Unified Communications Manager Business Two the addition of a Cisco Unified Edition and Cisco Unified Subscription (UCSS) Communications Software. Phone Proxy—require a different service level: Cisco Unified Communications software application and server support for access to major upgrade releases (ECD), which offers the preceding features plus advance hardware replacement (with the option of an onsite field engineer). More Info Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 17 of 32 Start End Previous Next

Comprehensive Support Solutions In addition, to the Cisco Application Support offerings we just described, Cisco offers a number of services that provide comprehensive support solutions. Click on each of the items below to learn more. Cisco Services for Intrusion Prevention Systems (IPS) This service provides essential, ongoing support and helps ensure that a Cisco IPS solution and the signature files it uses to protect the network are current. Provides technical support, hardware replacement, OS and signature file updates, and dynamic global threat information. Cisco Unified Communications Essential Operate Service (ECD) This service includes everything provided for Cisco Unified Communications Essential Operate Service for Software (ESW) plus hardware replacement. This service is available for Cisco Unified Communications Manager Business Edition and Cisco Unified Phone Proxy solutions. Cisco Tele. Presence Essential Operate Service (ECDO) This service is a comprehensive technical support service that includes hardware coverage, OS support, and application support. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 18 of 32 Start End Previous Next

Additional Software Support Offerings The Cisco Smart Care Service is a comprehensive, network-level offering designed to meet the needs of small and medium-sized businesses. Offering this service requires a different business model that involves resellers purchasing the Cisco Smart Care Service, adding unique value, and offering it to customers under the your own brand. The Cisco Unified Workspace Licensing program packages client and server software, licensing, service and support, and software subscription on a per-user basis. The next slide provides a side-by-side comparison of each of the services that we have discussed in this learning module. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 19 of 32 Start End Previous Next

Software Support Features Comparison Hardware Replacement Options Registered Access to Cisco. com TAC Technical Support 24 x 7 x 365 Maintenance Releases and Patches Minor Update Releases Cisco Software Application Support (SAS) Application Application Cisco Video Software Support Service (VSS) Video Application UC Application Intelli. Shield Search Access Video Application Cisco Unified Communications Essential Operate Service for Software (ESW) Signature File Update Application Cisco Software Application Support plus Upgrades (SASU) Major Upgrade Releases UC Application Cisco Unified Communications Software Subscription (UCSS) Cisco Services for IPS Cisco OS Cisco Unified Communications Essential Operate Service (ECD) UC Application Cisco Tele. Presence™ Essential Operate Service (ECDO) Tele. Presence Application Cisco SMARTnet® Service Cisco OS Cisco Smart Care Service Technologyspecific Application Cisco Unified Workspace Licensing Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. IPS Page 20 of 32 Start End Previous Next

Offering the Right Mix of Software Support Your customers need coverage for the following: § The hardware and operating system § Applications software maintenance releases, minor update releases, and major upgrade releases Some customers will require comprehensive services for solutions such as Cisco Intrusion Prevention Systems, Cisco Unified Communications, or Cisco Tele. Presence solutions. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Provide complete coverage by offering more than Cisco SMARTnet Service. Page 21 of 32 Start End Previous Next

Mapping Cisco Solutions to Cisco Services The key to offering your customers the appropriate mix of services is knowing which services map to the various types of Cisco solutions. § For Cisco solutions that consist of software applications only such as Cisco. Works or Cisco Operations Manager, sell SAS or SASU. * § For Cisco Unified Communications solutions that consist of software applications only, sell ESW and include UCSS to provide access to application upgrades. § For Cisco Unified Communications solutions that include both software applications and hardware, generally sell SAS or SASU along with Cisco SMARTnet Service. ** § For solutions such as Cisco Video, Cisco Intrusion Prevention Systems, and Cisco Tele. Presence, sell the comprehensive solution that provides full coverage for both hardware and software applications. The next slide shows how the various services map to families of Cisco solutions. *SASU provides the same features as SAS plus major application software upgrades. **Cisco Unified Communications Manager Business Edition and Cisco Unified Phone Proxy require Cisco Unified Communications Essential Operate Service (ECD) that provides coverage for both the hardware and applications, along with UCSS that provides access to software upgrades. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 22 of 32 Start End Previous Next

Identifying the Right Services for Your Customer The graphic below helps you see how the various types of services come together to provide appropriate coverage for a number of categories of Cisco solutions. Click the Advance Animation button to expand the graphic at your own pace. Cisco Application-Only Solutions Cisco Unified Communications Solutions (Combined UC hardware and UC application) Examples: Hardware and operating system support Application software support Examples: ■ Cisco. Works ■ Cisco Unified ■ Cisco Wireless ■ Cisco Operations Manager Not applicable ■ Cisco Digital Management Cisco Software Application Support (SAS) Communications Manager ■ Cisco Emergency Not applicable Responder ■ Cisco IP Communicator Cisco Unified ■ Cisco Unified Communications Video Advantage Essential Operate Service (ESW) Communications Manager Express ■ Unified Unity Cisco SMARTnet Express Service ■ All UC Network Management Products Cisco Software Application Support (SAS) ■ Cisco Unified Communications Manager Business Edition ■ Cisco Unified Phone Proxy Cisco Unified Communications Essential Operate Service (ECD) Cisco Video Solutions ■ Broadband video Advance Animation Cisco Intrusion Prevention Systems ■ Cisco IPS 4200 delivery products Cisco Tele. Presence Solutions ■ Cisco Tele. Presence Series products ■ Cisco ASA 5500 with AIP (IPS modules) Cisco SMARTnet Service ■ Modules for Catalyst Switches and Access Routers ■ IPS on IOS on Access Routers (software based IPS) Cisco Video Software Support Service Cisco Tele. Presence Essential Operate Service (ECDO) Cisco Services for IPS Application Software upgrades Cisco Software Application Support plus Upgrades (SASU)* Cisco Unified Communications Software Subscription (UCSS) Not applicable Content Not applicable Not applicable Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Not applicable *SASU provides the same features as SAS plus major application software upgrades. Page 23 of 32 Start End Previous Next

Finding the Right Services for Cisco Solutions: Cisco Service Finder and Reference Materials The Cisco Service Finder tool can help you quickly find the Cisco Technical Services available for your Cisco hardware, application software, and specialty appliance products. In addition, Cisco provides reference guides, sales tools, and customer-facing collateral to help you identify and position the appropriate services offerings for your customers. Visit the Cisco Application Support resources site for your region to gain access to these resources. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 24 of 32 Start End Previous Next

How to Offer the Services Qualified partners can sell application support services through Collaborative Services or by reselling Cisco brand services. § To get started, contact your service account representative or build and place an order using our online tools. § Adding application support to traditional services offerings such as Cisco SMARTnet Service, enables you to offer a superior service experience that provides new opportunities for increased revenue, higher profit margins, and more frequent customer interactions. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 25 of 32 Start End Previous Next

Important Links § Service Finder www. cisco-servicefinder. com § Cisco Technical Services http: //www. cisco. com/en/US/partner/products/svcs/ps 3034/ps 2827/serv_category_home. html § Cisco Application Support Services http: //www. cisco. com/web/partners/services/programs/support/index. html § Cisco Software Application Support (SAS) Service http: //www. cisco. com/en/US/services/ps 2827/ps 2993/services_data_sheet 0900 aecd 803 f 3 d 9 f. p df § Cisco Software Application Support plus Upgrades (SASU) http: //www. cisco. com/en/US/services/ps 2827/ps 2993/services_data_sheet 0900 aecd 803 f 3 d 93. pdf § Cisco Unified Communications Essential Operate Service for Software (ESW) http: //www. cisco. com/en/US/services/ps 2961/ps 2664/services_data_sheet 0900 aecd 8042826 b. pdf § Cisco Application Support Resources http: //www. cisco. com/web/partners/services/programs/support/resources. html § Cisco Services for IPS http: //www. cisco. com/en/US/partner/products/ps 6076/serv_group_home. html Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 26 of 32 Start End Previous Next

Important Links (continued) § Cisco Unified Communications Essential Operate Service http: //www. cisco. com/en/US/services/ps 2961/ps 2664/services_data_sheet 0900 aecd 8042826 b. pdf § Cisco Tele. Presence Essential Operate Service http: //www. cisco. com/en/US/services/ps 2961/ps 7072/services_data_sheet 0900 aecd 80557 f 72. pdf § Cisco Smart Care Service http: //www. cisco. com/en/US/partner/products/ps 7343/serv_group_home. html § Cisco Unified Communications Software Subscription (UCSS) http: //www. cisco. com/en/US/products/ps 9158/index. html § Cisco SMARTnet Service http: //www. cisco. com/en/US/partner/products/svcs/ps 3034/ps 2827/ps 2978/serv_group_home. h tml § Cisco Unified Workspace Licensing Program http: //www. cisco. com/en/US/products/ps 9156/index. html § Collaborative Services http: //www. cisco. com/partner/services/collaborative/ § Cisco Brand Services http: //www. cisco. com/web/partners/services/programs/ § Cisco Online Ordering Tools http: //www. cisco. com/partner/services/collaborative/ Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 27 of 32 Start End Previous Next

Review and Conclusion Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 28 of 32 Start End Previous Next

Module Review Now that you have completed this training module you should have an understanding of: § The value of application support § How application support fits in to the larger Cisco Technical Services portfolio § Capabilities and features of the application support offerings § How to offer the right mix of services Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 29 of 32 Start End Previous Next

Summary of Important Benefits Customer Benefits § Customers receive your specialized expertise backed by Cisco technical support and unlimited access to Cisco application updates and upgrades. § Customers can improve the availability and performance of their core applications and reduce security, operational, and business risk. § Customers get specialized end-to-end software application and best practices support from certified Cisco TAC engineers. § Access to Cisco’s extensive range of online tools and interactive communities helps keep customers up-to-date with current technologies. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Partner Benefits § Increase your business opportunities by providing a more complete service experience that increases customer satisfaction and builds life-time customer value. § Complement your product and service offerings with best practices and intellectual property backed by Cisco. § Higher perceived value of application support enables you to achieve higher margins and increase recurring revenue. You can bundle multiple customized services to return a higher average margin. § Differentiate yourself from competitors and enhance revenue opportunities faster with reduced risk. Page 30 of 32 Start End Previous Next

Next Steps Take advantage of your expanded knowledge: § Make sure you can articulate the value of the Cisco Application Supportfolio to your customers § Attach the appropriate mix of services to all Cisco solutions § Visit the Cisco Application Support website for more information and access to quick reference guides and other collateral that can help you sell Cisco Application Support services Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 31 of 32 Start End Previous Next

Cisco Application Support Portfolio Overview Congratulations! You have completed the Cisco Application Support Portfolio Overview learning module. Thank you for taking the time to learn about this important topic. For more information about these services visit the Cisco Application Support website. Cisco Confidential – For Cisco Internal and Reseller Use Only © 2009 Cisco Systems, Inc. All rights reserved. Page 32 of 32 Start End Previous Next