Cisco Partner Helpline Essential Presales Support Presentation_ID

Cisco Partner Helpline Essential Presales Support Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1

What is Partner Helpline? Vision Provide critical presales and on-boarding support worldwide Partner Value Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Enhanced pre-sales productivity and efficiency via world-class and localized technical and program support 2

How is WW Partner Helpline Organized? Localized contact centers in-theatre take advantage of centralized Cisco resources US Europe WW PH HQ Team APAC Japan Emerging Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 3

Where are Partner Helpline Resources Located? Brussels, Belgium 10 Agents English, French, Italian German, Spanish Warsaw, Poland 4 Agents Czech, Polish (Apr 1) +2 Agents Russian Salt Lake City 65 Agents English Richardson, TX Beijing, China US In-Source Migration 6 Agents English Mandarin San Jose, Costa Rica Bangalore, India 3 Agents 11 Agents English, Spanish, Portuguese English Singapore 5 Agents Japanese, Korea, Thai, Cantonese Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Sydney 4 Agents English 4

What Cisco Technologies Does Partner Helpline Support? § All Cisco technologies sold through channel partners § Agents are specifically trained in the following Cisco technologies and solutions: Core Routing Core Switching Security Unified Communications Wireless § Other Technologies supported via formal escalation paths: Data Center Optical Contact Center Telepresence Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 5

How is Support Positioned Across the Customer Engagement Lifecycle? Technical Pre-Sales: Partner Helpline § Part number and pricing lookups § Product and Solution ordering and selection § Product Configurations Partner Programs & Tools: PRT § Partner Certification & Specialization § Tools such as Partner Self Service, Update Company Data, etc. Pre-Sales Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Plan, Design, Implementation: PDI Helpdesk § Assist partners with review of proposed project plans § Assist upgrade planning, Infrastructure analysis, scalability Deployment Technical Assistance Center § Ongoing technical support services for partners and customers worldwide Post-Sales 6

How Do Partners Access Partner Helpline? § All partners worldwide can access via the Web: www. cisco. com/go/ph § Hours of operation are 9 am to 5 pm CET Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 7

Partner Helpline Summary § Initial entry point for all pre-sales and technology support for Cisco partners worldwide § Web-based support in your local language § Available anytime, anywhere and accessible to all partners § Accelerates partner efficiency, productivity and sales readiness 25 -10 -06 Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 2006 Cisco Confidential 8 8

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 9

Partner Helpline www. cisco/go/ph Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 10

Partner Helpline www. cisco/go/ph Select your country Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 11

Partner Helpline www. cisco/go/ph Web Case Select your Language Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 12

Partner Helpline www. cisco/go/ph Web Case Make your selection For your case Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 13

Partner Helpline Submit a case You will be asked To complete some Registration information The first time in the tool All items with a Red star are mandatory NOTE: CCO will soon Be mandatory Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 14

Partner Helpline www. cisco/go/ph This is where Your case will be Logged and sent Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 15

Partner Helpline www. cisco/go/ph FAQ option Select the Question and Answer if Would like to search the FAQ database Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 16