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Cisco Partner Plus

Virtual Engineering – Partner Help Plus (PH+)

June 2013
Rolf Schinkels
© 2012 Cisco and/or its affiliates. All rights reserved.

VSEM Virtual Eng. PH+ Central EMEA
Cisco Confidential

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Agenda

Cisco Virtual Engineering
Partner Help Plus (PH+) –
What Is It?
PH+ Services
PH+ Enablement – How To
Access
Q&A

© 2012 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential

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Partner Helpline Engagement Model PURCHASE PH IMPLEMENT CONSUME P D I Sales TAC In Production PDI Help Desk Engage: Engage: Engage: Partner Helpline / Channel Account Team PDI Help Desk TAC Partner Helpline +/ Channel Account Team *(only for Partner part of P+ Program) Premium Partner > “Technical  Pre-Production” Advanced Services  PDI helps to ‘Fill  The  Gap’  between existing support functions for Sales (Account Team. Cisco Confidential 22 . All rights reserved. WW Partner Helpline) and In-Production (TAC) support © 2012 Cisco and/or its affiliates. Inside Sales.

Partner Plus – Virtual Engineering Accelerator Virtual Engineering Premium Enablement Improve performance at every stage of the sales cycle Partner Plus Incentives Customer Intelligence Premium Marketing © 2012 Cisco and/or its affiliates. Cisco Confidential 23 . All rights reserved.

Virtual Engineering Partner Help Plus (PH+) Preference Support Investment What is it? • 24/5 pre-sales technical support from Cisco Engineers • Level 2 support: product research. participate in customer engagements associated with registered opportunity. All rights reserved. standard architecture assistance • 6 hour SLA Partner Benefits Scale and augment scarce engineering expertise to increase productivity during the sales cycle. © 2012 Cisco and/or its affiliates. Cisco Confidential 24 . find/assemble/validate a Cisco presentation. find/research competitive product info. design assistance with validated BoM.

Cisco Confidential 25 . All rights reserved. Technology and Architecture Specialists / Generalists © 2012 Cisco and/or its affiliates.Virtual Engineering Partner Help Plus (PH+) – The Team Portland Salt Lake City San Jose Edinburgh Edison London Boston Beijing Amsterdam Tokyo Shanghai Raleigh New Delhi Costa Rica Manila Bangalore Singapore Over 450 team members in ~50 cities Over 50 CCIEs.

All rights reserved. Cisco Confidential 26 .PH+ Services Provided © 2012 Cisco and/or its affiliates.

Cisco Confidential 27 . PH+ Services What's the Difference? PH PH+ Cisco Product Research Standard Architecture Assistance Specialized Support for Small & Mid-sized Segments (SMB) Creation of Bill of Materials (BoMs) Product Pricing Assistance (List Price) Partner Programs and Tools Assistance Find/Assemble/Validate a Cisco Presentation Find/Research Competitive Product Information Participate in Customer Engagements associated with Registered Opportunities Cisco Design Assistance with Validated BoM (Visio Diagram Included) Response Time-Service Level Agreement (SLA) 24 Hr 6 Hr PH (Level 1): Generalist SE supporting low.to mid-level complexity PH+ (Level 2): Technology Specialist supporting mid.to high-level complexity © 2012 Cisco and/or its affiliates. All rights reserved.PH vs.

All rights reserved. Services  Training Requests  RFP/RFI Technologies  Service Provider Architectures  Specific Service Provider Products and Technologies (Cable. BGP)  Small Business Solutions and Products Cisco Confidential 28 . HSR.Partner Help Plus (PH+) Technology Specialization & Base Services Resources PDF  Cisco Product Research  Cisco Pricing Assistance  Cisco Validated BoMs  Security  Find/Assemble/Validate Cisco Presentations  Mobility  Find/Research Competitive Product Info  Cisco Design Assistance  Participate in Customer Engagements  Standard Architecture Assistance  Collaboration  Data Center/Virtualization  Routing & Switching  Architecture Solutions Not Supported © 2012 Cisco and/or its affiliates.

Optional output may include custom-built materials. Certain third party components may be incorporated if supported by PH+. Optional output includes Excel file showing equivalent competitive BoM. Netformx DesignXpert file. © 2012 Cisco and/or its affiliates. 2 Standard output is an Excel file with Cisco. US currency is used unless otherwise requested. Assistance in researching undocumented and/or hard to find and/or roadmap Cisco pre-sales technical information for products & technologies supported by PH+. Deliverables Deliverables Standard output is verbal guidance and/or an email message that may contain URLs and/or pre-existing materials as attachments. Cisco Confidential 29 . Requester must provide detailed customer requirements documentation. All rights reserved. Assistance in creating a valid network design and/or solution sizing analysis and/or design-validated Bill of Materials (BoM) for products & technologies supported by PH+. Visio file.1 Cisco Product Research Cisco Design Assistance Co-Op Activities with Validated BoM Assistance in finding existing Cisco pre-sales technical content for products & technologies supported by PH+.com Config Set ID & Access Key.

4 In addition to providing the outputs for the Design Assistance with Validated BOM service.3 Find/Assemble/Validate a Cisco Presentation Find/Research Competitive Co-Op Activities Product Info Assistance in finding existing presentation slides for products & technologies supported by PH+. Technical review of existing presentation materials to ensure accuracy and freshness for the related products & technologies. PH+ will also provide any applicable Partner facing competitive information. All rights reserved. Optional output is PDF. Provide Cisco Design Assistance and/or a Cisco BoM based on customer design requirements and competitive solution information. Consolidation of slides from multiple existing presentations into a single presentation. Cisco Confidential 30 . Does not include local language translation. PH+ will utilize Cisco competitive information to ensure the proposed Cisco design/BoM is properly positioned against the competitive solution Deliverables Deliverables Standard output is a PowerPoint presentation and/or URLs. if available. © 2012 Cisco and/or its affiliates.

5 Participate in Customer Engagements Associated with Registered Opportunity StandardActivities Architecture Co-Op Participation in pre-sales endcustomer engagements with Partner account team. Presentation delivery 4. 6 Assistance Output varies based on the nature of the request & may include one or more of the following:1. WebEx. All rights reserved. TelePresence or Video Conference. Value Proposition Collateral (may include ROI and TCO analysis) Cisco Confidential 31 . Engagements can be done via phone. Architecture Presentation 3. © 2012 Cisco and/or its affiliates. High Level Design Documents 2. Deliverables Deliverables Output varies based on the nature of the request. Requires a minimum lead time of two (2) business days (Mon-Fri) Provide Cisco solutions that address customer architecture requirements which can expand from single to multiple technology solutions and emphasize business relevance of the network as a platform. PH+ will do our best to fulfill the request in the timeframe requested.

PH+ Access Information © 2012 Cisco and/or its affiliates. Cisco Confidential 32 . All rights reserved.

Cisco Confidential 33 .com/go/partners From your in-country Partner Central Portal.Partner Help Plus (PH+) 2 Methods to Access Services in EMEAR #1 Web #2 Telephone www. All rights reserved.cisco. please select Partner Helpline © 2012 Cisco and/or its affiliates.

html Individual country URLs are below in Notes section © 2012 Cisco and/or its affiliates.cisco.com/web/IRE/partners _resellers/helpline/index.com/cisco/web/UK/part ners_resellers/helpline/index.cisco.com/web/ES/unifie d_partners/helpline/index.com/web/partners/tools/helponline/index.html http://www.html All Other European Countries (English) http://www. Cisco Confidential 34 .cisco. All rights reserved.Partner Help Plus (PH+) #1 Web: EMEAR Country Specific Local Language Portals English (IRE) English (UK) Spanish http://www.html http://www.cisco.

Cisco Confidential 35 .Using the Web for Access From PH main portal. please select “Products  and  Solutions” and “Features  and  Specifications” © 2012 Cisco and/or its affiliates. All rights reserved.Partner Help Plus (PH+) #1 Web -.

Cisco Confidential 36 . All rights reserved. Please enter your contact information. 2.Country Specific Local Language Portals 1. 3 Include “PH+”  in the subject line Please note future changes to Virtual Engineering-PH+ service access will require registering opportunities in the new Cisco Sales Collaboration Platform (SCP) © 2012 Cisco and/or its affiliates.Partner Help Plus (PH+) #1 Web -. Select your preferred language – Please note that PH+ is currently available in English & Spanish only.

All rights reserved. Cisco Confidential 37 .Partner Help Plus (PH+) #2 Telephone: Country Specific Local Language IVRs Austria Belgium France Germany 0800 297 526 or 0800 770 400 or 0800 187 3652 or +43 (0)1 24030 6000 0800 942 42 or +32 (0)2 704 2500 +33 (0)1 58 04 58 58 +49 (0) 811 554 3535 Italy Netherlands Spain 800 787 854 or +39 039 629 5353 0800 0200 791 or 900 997 154 or +34 91 201 2800 Sweden Switzerland +41 (0)44 878 9200 or +41 (0)31 998 5050 or +41 (0)21 8221600 +31 (0)20 485 4646 UK 0800 404 7778 or +44 (0)20 8824 1000 020 160 58 54 All Other European Countries. 1: Cisco Partner and 1: Pre-sales technical support. The passcode is 24726 (CISCO) © 2012 Cisco and/or its affiliates. access Main IVR: +32 (0)2 704 2500 Important Note: Partners will be asked to provide a PH+ specific passcode after selecting IVR Menu Options 5-1-1 (5: Partner Central.

After a web case is opened with Cisco Partner Help. it can be escalated to receive special assistance. All rights reserved.com Please provide your case # in the email communication. © 2012 Cisco and/or its affiliates.Partner Help Plus (PH+) Case Escalations: . To escalate a web case. please contact: partnerhelpline@external.cisco. Cisco Confidential 38 .

Cisco Confidential 39 .Partner Plus Program Virtual Engineering – PH+ Preference Support Investment Questions? © 2012 Cisco and/or its affiliates. All rights reserved.

.Thank you.

All rights reserved. VE PH cases Inter action PH-VE TSN Triage Team Partner (PH+) SE/AM Internal Cisco Confidential 44 .BU Case Flow GVE PH cases open PH Tier II PH Tier I Partner (PH) © 2012 Cisco and/or its affiliates.