Cisco Smart Net Total Care Service · 2017-08-18 · organized with this workflow in mind: Begin...

Smart Net Total Care Ordering Guide

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Cisco Smart Net Total Care Service

QUOTE AND ORDER GUIDE FOR CISCO 1-TIER PARTNERS

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Revision History

Date Version Description

Oct 24, 2013 1.0 Release 1 of version for 1-Tier Partners

April 30, 2014 2.0 Release 2 of version for 1-Tier Partners

September 2014 3.0 Release 3 of version for 1-Tier Partners

December 2014 3.1 Update to SNTC Service Level Equivalents section




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Contents

How to Use This Guide ...............................................................................................................................................5

Introduction .................................................................................................................................................................5

Smart Net Total Care Overview ..................................................................................................................................6

Smart Net Total Care Eligibility ...................................................................................................................................8

Identify Opportunities with the Cisco Account Team ..................................................................................................8

SNTC Quoting Overview ............................................................................................................................................9

SNTC Service Offer Components ....................................................................................................................... 11

Determining the Cisco Installed Base Size.............................................................................................................. 12

What to Buy for New SNTC Customers .................................................................................................................. 13

For the Customer That Does Not Already Have a Cisco Collector ..................................................................... 13 For the Customer That Has a Cisco Collector from Another Cisco Service ....................................................... 13 First-time Customers to the NLS1 Contract ........................................................................................................ 14

How to Buy Smart Net Total Care ........................................................................................................................... 15

Scenarios ............................................................................................................................................................ 15 Key Information for Purchasing Smart Net Total Care ........................................................................................ 15

Renewing SNTC Services ....................................................................................................................................... 15

Three Options for Customers with an Existing Cisco-owned SNTC Collector .................................................... 16

NLS1 Contract and SNTC Portal ............................................................................................................................. 16

Updating new NLS1 Contract Numbers on the SNTC Portal .................................................................................. 17

Smart Net Total Care Pricing ................................................................................................................................... 20

SNTC Device-Level Foundational Service Levels ................................................................................................... 20

Borderless Networks and Data Center Technical Services Service Levels for Enterprise ................................. 21 Data Center Drive Retention Service Levels .................................................................................................. 22 Ordering Drive Retention ................................................................................................................................ 22 Collaboration Family TS Service Levels ......................................................................................................... 22

Quoting Smart Net Total Care Smart Service ......................................................................................................... 24

Smart Net Total Care Standard Deployment & Support Service ........................................................................ 24

Quoting SNTC Hardware Collector Appliance ........................................................................................................ 25

SNTC and Multiple Service Levels (MSL) ............................................................................................................... 26

Quoting SNTC in CSCC—Step by Step .................................................................................................................. 27

Quote Summary Details ...................................................................................................................................... 27 Settings................................................................................................................................................................ 29 Importing Equipment Lists ................................................................................................................................... 30

Adding SNTC NLS1 to a Quote in CSCC ................................................................................................................ 33

Quoting a Smart Services Hardware Collector Appliance in CCW ......................................................................... 44

Converting an Existing Cisco Device-level Service to SNTC .................................................................................. 52

Convert at the Time of Renewal .......................................................................................................................... 52




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SNTC Service Level Equivalents ........................................................................................................................ 52 Step-by-Step Instructions .................................................................................................................................... 54 ............................................................................................................................................................................. 57

Appendix .................................................................................................................................................................. 58

Troubleshooting ....................................................................................................................................................... 58

Additional Resources ............................................................................................................................................... 59

More Information about Smart Net Total Care .................................................................................................... 59 List Price Catalog ............................................................................................................................................ 59

Please note: Instructional screenshots may vary from the screens in the current deployment of commerce tools.




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How to Use This Guide

For readers new to Cisco Smart Net Total Care (SNTC) Service quoting and ordering, this guide has been organized with this workflow in mind:

● Begin with an introduction to SNTC.

● Determine eligibility requirements for ordering the service.

● Learn the SNTC ordering model.

● Learn what commerce tools to use when buying SNTC.

● Refer to specific service levels and SKUs.

● Refresh your knowledge of multiple service levels.

● Refer to additional guidance for converting from Cisco SMARTnet® to SNTC.

● Refer to step-by-step instructions in commerce tools.

● Refer to additional resources.

To locate information on specific topics, please use the Contents pages.

This guide is being released in multiple versions for different audiences. This version is intended as a reference for Cisco® 1-Tier partners.

Introduction

This ordering guide provides specific information and general guidance for Cisco 1-Tier partners to quote and order Cisco Smart Net Total Care (SNTC) Service in standard Cisco commerce tools: Cisco Service Contract Center (CSCC), Cisco Commerce Workspace (CCW), and Business-to-Business (known as B2B). These ordering instructions assume that the reader has appropriate access to these tools and is trained in their use.




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Smart Net Total Care Overview

The smart service capabilities of SNTC identify the customer's installed base of Cisco devices and securely communicate device data to a Cisco data center where it is analyzed against the Cisco knowledge base, which includes data for manufacturing, contracts, technical support, and security. The result is actionable, relevant information for the customer's installed base of Cisco devices. This service provides extensive inventory and contract management along with foundational technical services, proactive device diagnostics, and alerts for Cisco products.

Figure 1. Cisco Smart Net Total Care service offer components

A Cisco collector gathers up device data from Cisco devices and uploads it to the Cisco Data Center where it is analyzed against Cisco databases. The customer can view and download the resulting reports in the SNTC Portal.




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Figure 2. Smart Net Total Care – How it Works

For more detailed information about Smart Net Total Care, please see the Additional Resources section at the end of this document.




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Smart Net Total Care Eligibility

SNTC is considered a Cisco Branded Service (CBS) type offer. As of November 11, 2013, Pacific Standard Time, the following have the capability to self-order SNTC:

● Any Cisco partner or distributor eligible to resell CBS offers can resell SNTC

● All Cisco partners and distributors governed by Cisco Services Partner Program (CSPP) are eligible to resell CBS

offers and SNTC

Identify Opportunities with the Cisco Account Team

1-Tier Cisco Branded Resale partners and direct enterprise customers must ask their Cisco account manager to create an opportunity in SalesForce.com (SFDC) to obtain the Deal ID.

If your team is using CCW

Create an opportunity in CCW as part of the standard process and you will be notified if the opportunity is approved. When buying products and services together, the requirement is to create a single deal for the entire order, even though the order is “split” between two Cisco commerce applications.




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SNTC Quoting Overview

Smart Net Total Care is a Cisco service, but it also requires the use of a hardware or software collector appliance that uses Cisco Common Services Platform Collector (CSPC) software—the software that collects configuration data from Cisco devices. The hardware collector appliance is shipped with the CSPC software preinstalled.

The Smart Net Total Care offer for a new SNTC customer consists of several parts:

● A hardware collector appliance, plus recommended technical support service for that collector

Or

● A software collector appliance that is not a quotable item, and requires VMware V5 platform, purchased separately

from a third-party

And for all customers

● Mandatory smart service (NLS1) that is quoted based on the size of the customer’s installed base of Cisco devices

● SNTC device-level foundational technical service levels purchased for each Cisco device

SNTC Hardware Collector Appliance

As a hardware product, the hardware collector appliance must be purchased in one of these Cisco hardware ordering systems: CCW or B2B. Place an order for the hardware collector appliance in addition to ordering the NLS1 contract. As a hardware product, the hardware collector appliance must be purchased in one of these Cisco ordering systems: CCW or B2B. Place an order for the hardware collector appliance in addition to ordering the NLS1 contract. If the customer purchases the hardware collector appliance:

● Ensure the proper shipping location for the collector is specified

● Technical support for the collector appliance is optional, but highly recommended

● The Engagement Project Manager (EPM) will work with the customer to coordinate deployment activities

The hardware collector appliance shipment may take a few weeks, please refer to published lead times. Customers who want to use hardware collector appliances may want to purchase additional collectors for larger networks, networks behind a firewall, or to segment networks. Device-level foundation technical service is recommended for each hardware collector appliance, so that any technical support problems can be expedited. After the initial NLS1 service purchase, another NLS1 purchase is not required for additional collectors.




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SNTC Software Collector Appliance

An alternative to purchasing the hardware collector appliance is to use a software collector appliance from Cisco available from Cisco Download Center and install the collector on the customer’s hardware. This option requires VMWare V5, available separately from a third party. This is not a quotable item. NLS1 includes the right to use the software collector appliance. Customers who choose the software collector appliance must follow the software requirements included in the following linked document. Cisco only supports the SNTC software and installation. If the customer chooses to use the software collector appliance, the timing of the ordering of the components is critical. The NLS1 contract must start immediately as it provides the end customer the right to use the SNTC software collector.

Existing Cisco Collectors from another Cisco Service

Customers that are already using a collector through another Cisco service offering can continue to use that collector provided that the collector in use is compatible with the Smart Net Total Care service. There is no requirement to purchase another one, if the collector meets this requirement. Otherwise, Cisco requires either the purchase of a Cisco hardware collector appliance, or the use of the software collector appliance, because a collector is a necessary part of running the service.

Purchasing SNTC in Cisco Commerce Tools

NLS1 may be purchased as a new service or renewal of existing NLS1 service. Overall NLS1 may be ordered in CCW or CSCC for new (first time) orders but must be ordered in CSCC for renewal orders. Further details on purchasing options for new or renewal NLS1 orders follows:

1. New (first time) NLS1 Service Purchase:

a. New (first time) NLS1 service purchase along with the hardware device at Point of Sale through CCW: New NLS1 service can be purchased along with the hardware collector device at Point of Sale through CCW. This option is the recommended option (over ordering through CSCC) as for the user will have one consolidated order instead of a split order which occurs when ordering through CSCC.

Note: It is recommended to purchase NLS1 through CCW as for the other SNTC components such as the Hardware Collector, Device-level SNTC Foundational Technical Services, HW Collector TS Service, etc. can all be purchased through CCW in one order.




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Using CCW to order NLS1 will result in one consolidated service contract instead of ordering NLS1 through CSCC which would result in a split order.

b. New (first time) NLS1 service only purchase without device purchase at Point of Sale through

CCW: New NLS1 service can be purchased independently (without devices purchase) at Point of Sale through CCW.

c. New (first time) NLS1 service only purchase without device purchase through CSCC: New NLS1 service can also be purchased independently (without devices purchase) through CSCC. NLS1 purchase in CSCC follows the existing Quote-to-Contract process in CSCC.

2. Renewal NLS1 Service Purchase:

a. Renewal NLS1 Service Purchase in CSCC:

NLS1 renewals cannot be done at PoS (through CCW) and would have to be performed in CSCC. The renewal process would follow the existing renewal process for services in CSCC.

Reminder! Your CCW order for the Smart Net Total Care Service will not be completed successfully unless the order included the Smart Net Total Care support SKU (e.g. CON-NLS1-xxxx) along with the NLS1 PID (e.g. NLS1-XXXX). In case you did not order the support SKU in your initial order, you must order it through CSCC to have a complete and valid Smart Net Total Care Service contract.

SNTC Service Offer Components

Component PID/SKU Commerce Tool

Importance

Hardware collector appliance

1 PID:

CAAPL-2110-SNT-K9

(Includes software collector appliance, preloaded)

CCW

B2B

Used to collect devices information in customer’s network

Highly recommended: Service purchase for hardware collector appliance

CON-NSNT-CA2100 - (8X5XNBD)

Or

CON-SPAR1-CA2100 (8X5XNBD) (Service Provider only)

Attach in CCW

B2B

As separate service-only transaction using CSCC, B2B

Important for ensuring the operation of hardware collector appliances




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Or, Software collector appliance

Not a stand-alone orderable item, customer has right to use if they purchase NLS1 contract.

(Requires VMware V5 platform, available separately from a third party). Includes CSPC software

(not orderable) Alternative to the hardware collector appliance for collecting device information.

NLS1 Smart Service

Select from list of 12 PID/SKUs depending on size of customer’s installed base of Cisco devices

First time Purchase/Attach in CCW along with device purchase

CSCC

Trigger SNTC service delivery and provide customer access to SNTC Portal. Includes right to use software collector.

Device-level SNTC foundational technical services

90,000+ SKUs for device-level TS Maintenance

CSCC

Attach in CCW

B2B

Provide service coverage to Cisco products in customer’s network

Figure 3. SNTC Service Offer Components

SNTC NLS1 Service Contract

The SNTC NLS1 Service Contract provides the following:

● Right to use the Cisco-owned software collector appliance to install onto customer’s own hardware which may be

used instead of the SNTC hardware collector appliance

● SNTC Portal access

● Standard Deployment service

● Standard Support (Day 2) service

● Software updates to the software collector at Cisco’s discretion

Determining the Cisco Installed Base Size

The price of the NLS1 smart service is dependent on the list price of the installed base of Cisco devices, in U.S. dollars, including the existing installed base plus new purchases that are made at the time of the NLS1 order. The value of the installed base should be determined by the account team before the quote is started.

The account team and the customer agree on the value of the installed base before proceeding with the quote. In a direct engagement, Cisco selling directly to the customer, the Cisco account team and the customer agree




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on the value of the installed base. In a partner-led engagement, the 1-Tier partner and the customer agree on the value of the installed base. Smart Net Total Care does not have a single prescribed method for determining the installed base size. You may find additional methods, in addition to these suggestions.

The basis for determining the installed base value can include:

● A Know the Network (KTN) or Cisco Discovery Service engagement collection

● A Cisco collection from another Cisco service

● Customer-generated and customer-supplied inventory records

● Cisco or partner shipment records

Together, all of these potential sources of information are reconciled to arrive at a mutually agreed-upon installed base size. Given the potential for the inaccuracy of such records, we recommend that you round up to the nearest tier in the series of NLS1 service SKUs.

What to Buy for New SNTC Customers

For the Customer That Does Not Already Have a Cisco Collector

● Purchase at least one hardware collector appliance.

● Purchase recommended hardware collector appliance device-level foundational technical service (s) (attach at POS).

Or

● Use the software collector appliance – not an orderable item – requires VMware V5 platform, available separately

from a third party.

Then

● Purchase NLS1 for Standard Deployment and Support.

● Attach SNTC device-level foundational technical service to new devices.

● Purchase SNTC device-level foundational technical service for existing devices without coverage.

● Convert existing device-level foundational technical service coverage to SNTC service levels for existing devices.

For the Customer That Has a Cisco Collector from Another Cisco Service

● Purchase NLS1 for Standard Deployment and Support.

● Attach SNTC device-level foundational technical service to new devices.

● Attach SNTC device-level foundational technical service to existing devices without coverage.

● Convert existing device-level foundational technical service coverage to SNTC service level for existing devices.




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First-time Customers to the NLS1 Contract

First-time customers to the NLS1 contract will have an Engagement Project Manager (EPM) assigned to kickoff and manage the deployment-phase of SNTC with the new customer. This activity will commence based on the start date of the NLS1 contract. The customer may not be ready to apply resources to the deployment activity at the time of booking, therefore it is recommended that the start date for the NLS1 contract be modified to accommodate the customer’s readiness schedule.




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How to Buy Smart Net Total Care

Scenarios

Definitions

Cisco directly selling to the customer – is known as “direct”

Partner buying from Cisco and selling to the customer – is known as “1-Tier”

Reseller that buys from a distributor selling to the customer - is known as “2-Tier Partner (Reseller”)

Key Information for Purchasing Smart Net Total Care

Required components for ordering SNTC: o SNTC smart service (NLS1) is a required component for ordering SNTC o Device-level SNTC foundational technical services are required for ordering SNTC

Optional components for ordering SNTC: o The Hardware Collector appliance is an optional purchase – if chosen to be purchased it must be purchased

in CCW

Note – If NLS1 is being purchased with hardware devices, it is recommended to purchase NLS1 through CCW as for it will result in one consolidated service contract instead of a split order (device ordered in CCW and NLS1 ordered in CSCC). For SNTC renewal orders, CSCC must be used.

Renewing SNTC Services

Renewing SNTC device-level foundational technical services follows standard procedures in CSCC. Renewing NLS1 services booked after Nov. 11, 2013 requires that the existing NLS1 SKU be migrated to one of the 12 new NLS1 PID’s or SKU’s. This requires a new quote, but the existing contract can be used. Note: Limited Availability SNTC customers (prior to Nov. 11, 2013 must update the NLS1 PIDs to the new NLS1 PIDs as part of Global Availability. Contracts should not be renewed with outdated or old NLS1 PIDs as for the outdated or old NLS1 PID’s will not provide expected service. Please refer to the “Quoting Smart Net Total Care Smart Service” section of this user guide for accurate NLS1 PIDs. There is no renewal action necessary for the hardware collector appliance. This device is a hardware device that the customer owns. Maintenance for the hardware collector appliance is renewed in CSCC and CSCC for Distributors in the same way as any other device-level technical service. Renewing the NLS1 smart service and SNTC device-level foundational technical services follow standard procedures in CSCC.




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Three Options for Customers with an Existing Cisco-owned SNTC Collector

At the time of SNTC service (NLS1) contract renewal, customers who obtained a Cisco-owned hardware collector appliance before Nov. 11, 2013, as part of the SNTC service, are required to follow Cisco instructions for continuing to use the service. NOTE: Please refer to your Cisco Representatives for more information regarding how Limited Availability Hardware Collectors are transferred to the customer. *For more information on disposing of the hardware collector appliance that is owned by Cisco, please see the Additional Resources section for a link to the instructions.

NLS1 Contract and SNTC Portal

Figure 4. SNTC Portal – Entitled Company

The Entitled Company in the SNTC Portal is derived from the NLS1 contract. When the customer logs into the Smart Net Total Care Portal, they will see the Entitled Company field, as it is contained in the contract. To ensure that the entitled company is correctly represented in the portal, take care to select or create the right Installed-at ID for the NLS1 Product ID line in the quote, to match the intended Entitled Company.




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NOTE: Customers with multiple installed-at sites do not need to purchase multiple collectors or NLS1 contracts. One NLS1 contract and one collector can be used for multiple installed-at sites so long as they all belong to the same customer.

Updating new NLS1 Contract Numbers on the SNTC Portal

Any time customers are provided with a new SNTC NLS1 Contract number, it must be updated on the SNTC Portal. As an example, the SNTC NLS1 contract number can change in any of the following scenarios (not exhaustive):

● Renewal of the NLS1 contract after old contract has officially ‘expired’

● Renewal of the NLS1 contract with new Bill-To partners i.e. Takeover scenario

● Merging two SNTC NLS1 contracts where one of the contracts becomes the Primary contract and the other shows

as Expired

NOTE: The linkage of NLS1 contract with customer’s SNTC portal access is completed by Cisco at initial time of purchase. When NLS1 contract number changes, the SNTC Portal does not automatically link customer portal access with the new contract number. Customers have to update their new NLS1 contract numbers manually in order to synchronize contract information. There are two options to receive instructions on how to manually change the NLS1 contract number within the SNTC portal (users may adopt any of the two): Option 1: To directly navigate to the instructions, click on Replace Contracts How-To VOD Option 2: To navigate to the content from the SNTC Portal home page, please follow the below steps:

Step 1: Log on to the SNTC Portal and click on ‘How to Videos’




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Figure 5. SNTC Portal – How-To Videos

Step 2: Users will be taken to screen where they can click to choose their role

Figure 6. SNTC Portal – Select Role

Step 3: Once the role is set, users will navigate to the Resources screen, where they can click on the Contract Replacement link to view the VOD




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Figure 7. SNTC Portal – Contract Replacement




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Smart Net Total Care Pricing

The dedicated SNTC downloadable price file is created and published monthly in the List Price Catalog. Please

use the List Price Catalog for up to date pricing information as well as the SNTC Price files.

Figure 8. List Price Catalog

SNTC Device-Level Foundational Service Levels

The service levels that are listed in the following tables are the device-level SNTC foundational technical services that are attached to a particular Cisco device for Enterprise customers.

● The service options are renewable.

● Takeover agreements are acceptable and co-term agreements are allowed.

● Service availability is based on the Service Availability Matrix (SAM).

For more detailed information on SNTC service levels please see Cisco’s service level descriptions for technical

services.




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SNTC service levels are also available for service providers on fixed-price contracts (non-factor-based contracts). Ordering guidance is available in a separate document.

It is very important to use the SNTC device-level foundational technical service levels when you are quoting and ordering SNTC. To ensure that the customer has the best possible experience, make sure that you order all of the SNTC components. Please see the SNTC Service Offer Components Section in this guide for more information.

Borderless Networks and Data Center Technical Services Service Levels for Enterprise

The following service levels provide service coverage for Borderless Networks and Data Center products. Enterprise Service Level (GSP) Description

NSNT SNTC 8X5XNBD

NC4P SNTC 24X7X4OS

NC4S SNTC 8X5X4OS

NCS SNTC 8X5XNBD OS

NLAS SNTC Software Application Support

NLAU SNTC Software Application Support with Upgrades

NS2P SNTC 24X7X2

NC2P SNTC 24X7X2OS

NSTE SNTC 8X5X4

NSTP SNTC 24X7X4

NSUA SNTC IPS SIG ONLY

NSU1 SNTC IPS SVC 8X5XNBD (Intrusion Prevention System)

NSU2 SNTC IPS SVC 8X5X4

NSU3 SNTC IPS AR 24X7X4

NSU4 SNTC IPS AR 24X7X2

NSUW SNTC IPS SIG AND SW

NUO1 SNTC IPSSVC8X5XNBDOS

NUO2 SNTC IPS SVC 8X5X4OS

NUO3 SNTC IPSSVC 24X7X4OS

NUO4 SNTC IPSSVC 24X7X2OS

NEMU replaced NLSW as of

9/22/14 SNTC ESW

Table 1. SNTC TS Service Levels for Enterprise




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Data Center Drive Retention Service Levels

In the event of a return materials authorization (RMA) request, Drive Retention (DR) entitles the customers that have purchased these service levels to keep the hard drive in their Data Center blades because of data privacy concerns. With the Cisco Unified Computing Drive Retention service, customers can obtain a new disk drive in exchange for a faulty drive, without returning the faulty drive. In exchange for a Cisco replacement drive, the customer provides a signed Certificate of Destruction (CoD) confirming that the drive has been removed from the system that is listed, is no longer in service, and has been destroyed.

Ordering Drive Retention

● Drive Retention is ordered for a duration term of 1 year, with a maximum order quantity of 3.

● Standard Cisco Unified Computing System™ (Cisco UCS®) booking validations and holds are used.

Service Level (GSP) Description

NUD5 SMART NET TOTAL CARE FOR DATA CENTER 8X5XNBD ONSITE SERVICE WITH DRIVE RETENTION

NUD7 SMART NET TOTAL CARE FOR DATA CENTER 24X7X4 ONSITE SERVICE WITH DRIVE RETENTION

Table 2. SNTC Data Center Drive Retention Service Levels

Collaboration Family TS Service Levels

These Collaboration Technical Services (TS) service levels are compatible with SNTC quotes.

Service Level (GSP) Description

NE4N SMART NET TOTAL CARE FOR TELEPRESENCE ESS 24X7X4 SERVICE

NE4T SMART NET TOTAL CARE FOR TELEPRESENCE ESS+COMB 24X7X4 ONSITE SERVICE

NEDN SMART NET TOTAL CARE FOR TELEPRESENCE ESS 8X5XNBD SERVICE

NEDO SMART NET TOTAL CARE FOR TELEPRESENCE ESS 8X5XNBD ONSITE SERVICE

NEEN SMART NET TOTAL CARE FOR TELEPRESENCE ESS 8X5X4 SERVICE

NEEO SMART NET TOTAL CARE FOR TELEPRESENCE ESS 8X5X4 ONSITE SERVICE

NEMU SMART NET TOTAL CARE FOR TELEPRESENCE ESS SW SUPP UPGR SERVICE

NTPB SMART NET TOTAL CARE FOR TELEPRESENCE BASE SERVICE




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Table 3. SNTC Collaboration Service Levels

For more detailed information on SNTC service levels please see Cisco’s service level descriptions for technical services.




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Quoting Smart Net Total Care Smart Service

Note: If NLS1 is being purchased with hardware devices, it is recommended to purchase NLS1 through CCW as for it will result in one consolidated service contract instead of a split order (device ordered in CCW and NLS1 ordered in CSCC). Note that Smart Net Total Care was originally called “Network Level Service,” so the SKU has the legacy service name: NLS1. In general, each customer organization purchases one SNTC smart service (NLS1) contract (for installed bases of up to $300 Million), although a large network may merit multiple independent installations, with multiple NLS1 contracts—this is up to the customer and the account team. For installed bases of less than or equal to $300 Million, choose the Product ID and SKU that matches the range in which the installed base value falls. For example, to quote NSL1 smart service for an installed base of $50 Million, choose the Product ID NLS1-36T65M because $50 Million is in the range between 36 to 65 Million. The “T” in the Product ID means “to.” See additional instructions in the Step-by-Step section of this document. For installed bases of greater than $300 Million, use two NLS1 Product IDs to make the total. Begin by using NLS1-251T300M for the first $300 Million, and then choose another Product ID to make up the difference. For example, for an installed base of $350 Million, choose NLS1-251T300M, for the first $300 Million and NLS1-36T65M for the additional $50 Million.

Smart Net Total Care Standard Deployment & Support Service

These are the 12 NLS1 smart service Product IDs and SKUs.

Product ID Service Level (GSP) SKU SKU Description

NLS1-0T5M NLS1 CON-NLS1-0T5M SNTC Services IB Mgmt 0to5M












Table 5. Smart Net Total Care Standard Deployment and Support Service Levels




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Each Product ID and SKU represents a range of installed base values.

NLS1-0T5M CON-NLS1-0T5M For installed bases sizes from $0M to $5.99999M












Figure 9. Range of installed base values for each NLS1 Product ID and SKU

Quoting SNTC Hardware Collector Appliance

Order the hardware collector appliance using Product SKU: CAAPL-2110-SNT-K9. Purchase highly recommended service using: NSNT (Standard TS Smart Net Total Care Next Business Day support contract) For SNTC Customers*: CON-NSNT-CA2100 (8x5xNBD) – Externally Orderable Or SPAR1-CA2100 - (Service Provider only)




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SNTC and Multiple Service Levels (MSL)

Multiple Service Levels, also called MSL, is a feature of Cisco ordering systems that allows different service levels to be attached to devices on the same quote or contract. This feature can be enabled for individual service programs on a case-by-case basis. A compatibility matrix is used to indicate which service levels are compatible with each other. MSL is provided for SNTC to assist customers in reducing their number of service contracts. These service levels are compatible with each other on an SNTC contract.

Figure 10. SNTC compatible service levels on an MSL contract




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Also, please keep this in mind: only the Enterprise Smart Net Total Care service levels are compatible in this matrix. SNTC Service Provider service levels are not compatible with the service levels of any other programs. Multiple service levels may be combined on SNTC service quotes provided the following rules of the MSL compatibility are met:

● The service levels that are being combined must be compatible according to the designated compatibility matrix.

● MSL contracts can only be set up for a single Bill-to ID.

● MSL contracts are allowed for single end user contracts only—no contracts with multiple end users can be

combined.

Please note:

● For a new quote, the device lines with different service levels are automatically merged together into a MSL contract

provided all the program rules are met.

● For renewal quotes, to merge the service lines into one contract, specify the same contract number for all service

lines.

● For existing customers, consolidate to an MSL contract at renewal time using one of the existing contract numbers.

● Old contract numbers can be saved in the CSCC Note field for future reference.

● A general principle to follow is to keep quotes under 10,000 lines. Contracts can go up to 500K lines.

Quoting SNTC in CSCC—Step by Step

The steps in this section explain how to order SNTC for enterprises and commercial customers.

Quote Summary Details

Begin at the Quote Summary Details screen.




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Step 1 Enter the Bill To ID.

Step 2 Click Save.

The heading of the Quote Summary Details screen displays a message that your request has been submitted successfully.




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Settings

Scroll down to the Settings panel.

Step 3 If the deal is non-standard, open the Settings panel and enter the Deal ID that was given to you by the Cisco account team.

Most SNTC deals are non-standard for one or both of these reasons:

● The deal is over 1 million U.S. dollars

● The deal contains both Advanced Services and Technical Services




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Importing Equipment Lists

Continue with the Import/Export screen.

Step 4 Click the Import/Export heading.

While it is possible to enter devices into a quote line by line, most SNTC quotes cover thousands of devices. The only practical way to quote such a large number of devices is to use the Upload Template.

Step 5 Scroll down to the option: Upload Excel from Template. Click the radio button to select this option.

Step 6 If the equipment list is not already stored in the Upload Template (an Excel file), click Download Template to download the template file to your local hard drive.




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This is the Excel template for uploading equipment lists. There are many more columns than the ones that are shown here.

Each line is the record for one product.

Step 7 Populate the template with the equipment to cover under this contract. Enter the service level for each device.

Step 8 Enter New in the Target Contract Number column for new contracts. If you are adding equipment to an existing contract, enter the contract number. Save the template to your hard drive.




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Step 9 Use the Browse button to find the equipment list on your hard drive.

Step 10 Enter your email address so that you can be contacted regarding this quote.

Step 11 Click Validate and Save so that the lines of the list will be imported and validated in one step.

Because equipment lists are typically so large, the upload type is set to Offline and cannot be changed when you are using the upload method for importing equipment lists.

Step 12 Click Continue at the bottom of the screen.

Your equipment list is added to the quote.

NOTE: Quoters will need to open a case with CPE to receive a Deal ID that is applied to a quote for Non-Standard Discounts. Quote number and Deal ID/Promo codes need to be included in the case submission. You have reached the end of the process described in this section. Once your quote has a valid status, click Proceed to Order.




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Adding SNTC NLS1 to a Quote in CSCC

Continue with the steps for adding Smart Net Total Care to a quote.

If you are modifiying an existing contract, you see the contract number instead of “NEW” in the Target Contract Number field.

Please note: Prices are approximations. CSCC inserts the correct pricing for your quote.

Step 13 Click the Line Items and Pricing heading.

Step 14 Choose Add Line and click Go.

A table of the Smart Net Total Care Standard Support and Deployment SKUs is repeated here.




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Product ID Service Level (GSP) SKU Description

NLS1-0T5M SNTC Services CON-NLS1-0T5M SNTC Services IB Mgmt 0to5M












Find the Product ID that corresponds to the size of the installed base. The product ID is a dummy product ID, so it does not have a corresponding install-at value. The installed base is the total value (in U.S. dollars) of the customer’s Cisco equipment in their network. This includes devices that are not under an SNTC device-level technical service contract. Your account team is responsible for providing the installed base value. Each Product ID and SKU represents a range of installed base values.













In this highlighted example, the value of the installed base is between 66 and 95 million dollars. Therefore, the Product ID to use is NLS1-66T95M. Adding this SKU adds SNTC to the quote.

NLS1 is a required component for every Smart Net Total Care customer.




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Step 15 In the Add Line screen, enter the Product ID number that corresponds to the size of the installed base.

Step 16 For a new contract, enter NEW in the Target Contract Number field. To change services for an existing contract, enter the existing contract number.

Step 17 Select NLS1 as the Hardware Service Level from the pop-up menu.

Step 18 Enter the Installed-At Site ID. You can get this number from the account team.

Step 19 Click Add Line.

NLS1-66T95M




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You can confirm that the line is correct at the bottom of the screen.

Step 20 Click Add and Regroup to return to the Line Items and Pricing screen.

Please note: Prices are approximations. CSCC inserts the correct pricing for your quote.

The Smart Net Total Care NLS1 service line is added to the quote.

Step 21 Click the Validate and Save button.

Once your quote has a valid status, click Proceed to Order.

NLS1-66T95M

NLS1-66T95M




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Adding SNTC NLS1 to a Quote in CCW Use these steps for quoting an NLS1 service in CCW. Please note: These screenshots may vary from the screens in the current deployment of CCW.

Step 1 Begin this procedure on the Items Tab sub tab, to add items to the Quote.




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Step 2 Enter the NLS1 Product ID (PID) to add to the quote.

Step 3 Enter the Quantity and click Add. Note - The quantity will be one for any of the following SKUs representing a network size from 1 million to 300 million (which would cover 99% of the cases). In case of network size of more than 300 million you will need to enter multiple PIDs and/or multiple quantities for PIDs.




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Step 4 NLS1 service associated with the PID selected in the earlier step will be ‘Auto-Attached’ as soon as you select the PID in step 3. Quoting and purchasing NLS1 PID without the accompanying NLS1 service does not entitle the customer with the NLS1 service deliverables.




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Step 4 Cont.

STEP 4 Continued: In order to purchase the NLS1 service, it is required that the NLS1 service SKU is attached to the NLS1 PID. User should not remove NLS1 service from the quote once it is auto-attached to the NLS1 PID entered. NOTE: Based on the preference setting in the Workspace Profile and Preferences, it is possible that the NLS1 service is not “Auto-Attached” when NLS1 PID is added to the quote. In such cases, user would have to manually add the NLS1 service by clicking on the Add Services/Subscriptions or Change Service/Subscription hyperlink and following the standard CCW practice. Click on Save and Continue to continue.

NOTE: If NLS1 service is not “Auto-Attached” you will have to ‘Add’ the NLS1 service manually to the quote using the standard CCW practice in Workspace Profile Preferences. Go to Workspace Profile and Preferences > Preferences > Services to change auto attach services or manually add services.




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Step 5 Continue through the standard CCW quoting process to ensure the quote details are accurate, appropriate discounts are applied (if any) and that proper delivery information is included. If you wish to have additional contacts receive the eDelivery Order Notification Order email, click on the Line Items radio button to expand the view.

Step 6 If you wish to have additional contacts receive the eDelivery Order Notification Order email please enter additional emails address in the End Customer Email field.




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The individual who is placing the order will receive the eDelivery Order Notification Order email by default.

NOTE: The SNTC Product Information Welcome Letter email will only be sent if NLS1 is ordered through CCW. If users would like to view the SNTC Product Information Welcome Letter, click on the eDelivery Access Order hyperlink included in the eDelivery Order Notifications email > Download All Licenses Button > Accept License Agreement Radio Button > Download All Licenses.

Step 7 Click on Save and Continue and proceed completing the order with the existing CCW quoting and ordering process.




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Note A New Product Hold (NPH) and a Contract Service Management (CSM) Hold may be placed on the NLS1 quote in CCW prior to it being completed. These holds are default settings when new products are released. To remove the NPH Hold please email: [email protected] with the following information included in the email:

Cisco Sale Order Number (SO #)

Line #

Ship Set Number (SS #) To release a CSM Hold please email: [email protected]. Once a NPH and the CSM Hold are released, the order is ready to process if no other holds are applied to the orders.

The steps for quoting NLS1 PID in CCW are complete. Continue with the quoting and booking process business-as-usual.

For additional questions or support on quoting and ordering in CCW, please click on the Help/Support hyperlink in the upper right corner of CCW to open a customer service support case.




mailto:[email protected]

mailto:[email protected]

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Quoting a Smart Services Hardware Collector Appliance in CCW

Use these steps for quoting an SNTC hardware collector appliance in CCW. Please note: These screenshots may vary from the screens in the current deployment of CCW. Create your quote in CCW and set Who’s Involved using standard CCW steps.

Step 1 Begin this procedure on the Items Tab sub tab, to add items to the Quote.




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Step 2 Enter the collector SKU to add to the quote.

Step 3 Enter the Quantity and click Add.




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Step 4 To attach the recommended device-level technical service, click Select Service.

Step 5 Click Add Services.




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Step 6 Click the plus icon to see the Services available.

Step 7 Click the radio button for NSNT.




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Step 8 Click Update.




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Step 9 Click OK.




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Step 10 Review the service selection. Then click Done.

Step 11 Click Save and Continue.




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The steps for quoting the hardware collector appliance in CCW and attaching service are complete. Continue with the quoting and booking process business-as-usual.




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Converting an Existing Cisco Device-level Service to SNTC

Convert at the Time of Renewal

The purpose of this section is to provide CSCC tips and procedures for creating a new SNTC quote when an existing device-level service contract is coming up for renewal.

For these instructions, we will use this scenario: a contract that is being converted from SMARTnet to Smart Net Total Care at the time the SMARTnet contract comes up for renewal. The following steps are used to convert a quote from another Cisco service to SNTC at the time of the service renewal:

● Retrieve the existing contract, typically a SMARTnet contract

● Download the contract data in an Excel template

● Replace existing service levels with SNTC service levels

● Create a new quote and import the equipment list

● Finish the booking, business-as-usual

For your reference, please see Tables 1 to 3 earlier in the document for the SNTC service levels and their descriptions.

SNTC Service Level Equivalents

These tables provide the SNTC service equivalents for SMARTnet, Data Center and Collaboration service levels. Note: Red indicates different naming convention for the SKU’s than the service levels.

SMARTnet Equivalent

SMARTnet SKU Name Pre-Fix Smart Net Total Care Enterprise

Smart Net Total Care SKU Name Pre-Fix

SNT CON-SNT- NSNT CON-NSNT-

SNTE CON-SNTE- NSTE CON-NSTE-

SNTP CON-SNTP- NSTP CON-NSTP-

S2P CON-S2P- NS2P CON-NS2P-

C4P CON-OSP- NC4P CON-NC4P-

C4S CON-OSE- NC4S CON-NC4S-

C2P CON-PREM- NC2P CON-NC2P-

SAS CON-SAS- NLAS CON-NLAS-

SAU CON-SAU- NLAU CON-NLAU-

ESW CON-ESW- NEMU CON-NEMU-

SU1 CON-SU1- NSU1 CON-NSU1-




SUO1 CON-SUO1- NUO1 CON-NUO1-




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SUSA CON-SUSA- NSUA CON-NSUA-

SUSW CON-SUSW- NSUW CON-NSUW-

CS CON-OS- NCS CON-NCS-

Table 6. SNTC SMARTnet Equivalents

Non-Smart Data Center GSP

Non-Smart Data Center SKU Name Pre-Fix

SNTC Equivalent SNTC Data Center SKU Name Pre-Fix

UCSD5 CON-UCSD5- NUD5 CON-NUD5-

UCSD7 CON-UCSD7- NUD7 CON-NUD7-

Table 7. SNTC Data Center Equivalents

Non-Smart Collaboration GSP

Non-Smart Collaboration SKU Name Pre-Fix

SNTC Equivalent SNTC Collaboration SKU Name Pre-Fix

EC4N CON-EC4N- NE4N CON-NE4N-

EC4T CON-EC4T- NE4T CON-NE4T-

ECDN CON-ECDN- NEDN CON-NEDN-

ECDO CON-ECDO- NEDO CON-NEDO-

ECEN CON-ECEN- NEEN CON-NEEN-

ECEO CON-ECEO- NEEO CON-NEEO-

ECMU CON-ECMU- NEMU CON-NEMU-

TPBS CON-TPBS- NTPB CON-NTPB-

Table 8. SNTC Collaboration Equivalents




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Step-by-Step Instructions

Use standard CSCC procedures to retrieve the existing SMARTnet contract.

While it is possible to enter devices into a quote line by line, most SNTC quotes cover thousands of devices. The only practical way to quote such a large number of devices is to use the template that is provided.

When you receive the Excel template, open it on your desktop. A brief example is shown here. There are many more columns than the ones that are shown here. Each line is a record for one device. In this example, lines 2, 3, and 4 are Borderless Networks products.

To choose the correct service level, reference Tables 1 to 3 earlier in this document.

Change the SMARTnet service levels.

Enter the equivalent Smart Net Total Care service levels.

Step 1 For each SMARTnet device line, change the SMARTnet service level to an SNTC service level.

Smart Net Total Care (SNTC) contracts may contain Multiple Service Levels (MSL) as long as the service levels are compatible according to the program rules. If this is a new contract, CSCC generates a single contract with multiple compatible service levels. To merge existing contracts, you can enter existing SNTC contract numbers, and CSCC merges the device lines together on a single contract.




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If there is an existing Smart Net Total Care contract that you wish to use as the primary contract, enter that contract number into the Target Contract Number column. In this case, you are adding new devices to an existing SNTC contract and changing the service level from SMARTnet to Smart Net Total Care at the same time. If this is a quote for a new SNTC contract, enter NEW into the Target Contract Number column.

Enter an existing contract number.

Or, enter NEW for a new contract.

Step 2 Either enter an existing SNTC contract number, or enter New in the Target Contract Number column. Complete the other columns using business-as-usual procedures. Save the template to your hard drive.

Create a new quote and return to the Quote Summary Details screen.




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Step 3 Enter the Bill-to ID for this customer.

Most Smart Net Total Care deals are non-standard (and therefore require a Deal ID) for one or both of these two reasons:

● The deal is over 1 million U.S. dollars

● The deal contains both Advanced Services and Technical Services

Step 4 Enter the Deal ID for the new quote if a Deal ID is required.




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Use standard CSCC procedures to upload the equipment list. Upload the equipment list that you modified in the previous step.

Your equipment list is added to the quote.

You have reached the end of the process described in this section. Continue with the quoting and booking process business-as-usual.




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Appendix

Troubleshooting

If you find that… This may be the solution…

The desired service level is not compatible with target contract

Either update the service levels on the contract to be SNTC service levels compatible under MSL rules OR create a new SNTC contract and add the desired service levels.

The system is unable to attach the chosen service level to this product

1) Check to ensure that the service level being added follows all MSL guidelines. 2) Check that the appropriate device-level TS service is being attached to a product in the correct product family, e.g. NSNT for a Borderless Network product and NE4N for a Collaboration Technology product.

Error adding service level and duration

In order to meet the minimum requirements of one year of service coverage, the duration of the coverage may need to be changed to be at least one year.

Service level not available in Customer Profile

1) Navigate to Customer Service Central and within your Customer Service Central module, click the Open a Case tab. 2) From the case drop-down menu, choose Profile or Access-Related Inquiries > Update Service Level or Discount. 3) Within the case details please ensure the following information is included: • End Date : DD/MMM/YYYY • Full Customer Name • Service Level – customers can enter multiple service levels in the ‘Service Level’ field or attach a file with service levels and discounts listing • Service Program/Acquisition – select ‘Smart Net Total Care’ from the drop down • Start Date: DD/MMM/YYYY 4) Note: Include as much detail as possible in the Describe the issue in as much detail as possible field. Please include Discount % requested if known, and enter ‘Service Level and Discount request’ in the Subject field. 5) Click on the Submit button for your case to be submitted.

Figure 11. Troubleshoot issues and their solutions




http://www.cisco.com/cisco/psn/web/workspace

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Additional Resources

More Information about Smart Net Total Care

Smart Net Total Care http:www.cisco.com/go/total

Smart Net Total Care Legal Description www.cisco.com/go/servicedescriptions

Smart Net Total Care Partner Resource Library https://supportforums.cisco.com/community/11933811/sntc-partner-resource-library?view=overview

List Price Catalog





http://www.cisco.com/go/total

http://www.cisco.com/go/servicedescriptions

http://www.cisco.com/go/servicedescriptions

https://supportforums.cisco.com/community/11933811/sntc-partner-resource-library?view=overview


Cisco Smart Net Total Care Service · 2017-08-18 · organized with this workflow in mind: Begin...

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