Ordering Guide Ordering Guide For Partners Outside The United States and Canada January 2012 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
Revision History Date Version Author Description Jan 2011 Julie Marsh Initial publication with launch of PSS Limited Availability phase as internal and external ordering guides. May 2011 Julie Marsh Added Unified Computing service levels and expanded information on ordering Intrusion Prevention System Signature Update (IPS). August 2011 Sabrina Ruehl Added Onsite and Physical Security service levels and Important Create your quotes correctly section. Merged internal and external ordering guides into one. Various formatting changes. September 2011 Lisa Gatti Added two GSP s to Cisco TelePresence table 8. January 2012 Lisa Gatti Updated and added several sections to reflect current training materials. January 2012 Carol Vesely Removed reference to US/C; updated content to include ROW. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 22
Contents Contents... 3 Introduction... 4 What is Partner Support Service (PSS)?... 4 Key PSS Facts... 5 Key Facts... 5 Eligibility... 6 Service Levels... 7 Pricing... 8 Price Files... 8 Discounting... 8 CSPP Partner Discount... 8 Multi-Year Discount... 9 Quoting and Ordering... 9 Important: Complete Your Quotes Correctly... 9 A Familiar Quoting and Ordering Experience... 9 Exception Items... 9 Quoting and Ordering: PSS Screenshots... 10 Partner Support Service and Intrusion Prevention System (IPS) Signature Update... 12 New IPS Service Coverage... 13 IPS Renewals... 13 IPS Example: Next Business Day... 14 Important: IPS Discounts... 14 Getting Support... 14 The Operations Exchange Community... 15 Opening a Case... 16 Service Level Reference Tables... 18 Frequently Asked Questions... 20 Additional Resources... 22 Training Resources... 22 For More Information about Partner Support Service... 22 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 22
Introduction This ordering guide provides the detailed information necessary for Partners, Partner Service Development Managers (PSDMs) and other operations support personnel to quote and order Partner Support Service offers. What is Partner Support Service (PSS)? Partner Support Service is a Cisco Collaborative Service designed for Cisco partners that have invested in the capabilities to deliver their own branded support/managed services to enterprise customers. Partner Support Service provides qualified partners access to Cisco s support infrastructure and assets to: Expand their service portfolios to support the most complex network environments Lower their delivery costs Enable them to deliver services that increase customer loyalty PSS makes available the following assets to partners to integrate into their customer services solutions: Technical support resources TAC access, OS updates, hardware replacement, access to the Cisco.com knowledgebase. Smart capabilities installed base management, contract management, alerts, device diagnostics and ticketing system integration. PSS is currently in Limited Availability through the Cisco Services Partner Program (CSPP). PSS uses the discounting, metrics, rebates and compensation framework provided by CSPP. Partner Support Service (PSS) provides: Installed base management that actively collects information on the customer s installed Cisco equipment. The information is used to create reports showing equipment contract status (including identifying uncovered equipment); inventory changes between collections, and exception reports (for example, unsupported OS). Alerts reporting customized for each customer based on the customer's discovered installed base. Reports include: End of Life, hardware Field Notices, and Product Security Incident Response Team (PSIRTs), including IntelliShield alerts for affected PSIRTs. (This is a subset of the IntelliShield for fee subscription). Device diagnostics, provided through Smart Call Home. Diagnostics are only provided for registered Smart Call Home devices. Features include: Real-time troubleshooting, alerts, and remediation advice Communications between customer devices and Cisco data center over a secure, reliable data transport Automatic generation of Cisco service requests to Cisco technical engineers Access to the Smart Call Home portal that provides Call Home messages, detailed diagnostics, and recommendations Smart Portal, a secure web portal. Partners can access all the installed base reports and the alert reports via Smart Portal which is linked to the Smart Call Home portal. Refer to the Partner Support Service Overview presentation for more a more detailed overview of PSS. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 22
Key PSS Facts Many of you will be transitioning your purchases from an existing Cisco service program/offer into PSS. The table below highlights some of the key facts about PSS that you should be aware of. Key Facts Partner Support Service (PSS) A Collaborative Offer Experience PSS is a Collaborative technical service offer, which means: Partners purchase PSS from Cisco, but sell their own branded service offer to the end customer Partners provide L0 though L2 technical support to end customers Partners manage and maintain the end customer service contracts Partner Support Service (PSS) Quoting and Ordering PSS was designed to use the existing functionality and processes of the Cisco commerce tools for quoting, ordering, contract management, and renewals. Exceptions exist and are documented later in this guide. PSS uses new service levels, which will be visible in the commerce tool menus PSS offers broader service contract coverage for Cisco products than our legacy collaborative offers There is no immediate conversion required for legacy collaborative contracts. Conversion to PSS should be done at time of renewal Ordering Intrusion Prevention System using PSS requires special attention 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 22
Eligibility Partners can gain access to the PSS service levels provided they have: Completed the CSPP on boarding process Satisfied all eligibility criteria NOTE: It s important to note that some of the service levels require advanced specializations and/or ATP certifications. Because of this, you may not see all of the service levels available to you in the ordering tools. Table 1. Eligibility: Partner Support Service Eligibility Requirements PSS Offer Service PSS Offer Group Definitions Service Level Name Available to all PSS partners Available to all PSS Partners, but requires additional Specializations and/or ATP Certifications PRTNR SUP PRTNR SS ESS Cisco Borderless Networks: Hardware support for most Cisco products Cisco application software update support Cisco application software update and upgrade support Essential Operate Services: Unified Communications server & software application support PSUT PSUE PSUP PSOE PSOP PSO2 PU2P PSUS PSUU PSSD PSSE PSSP PSSW PRTNR SS TP Support for Cisco TelePresence products PSDN PSEN PS4N PSS UCS SUPP Unified Computing Support Service support PSJ1 PSJ2 PSJ3 PSJ4 PSS UCS WP Unified Computing Warranty Plus Service PSW2 PSW3 PSW4 PRTNR SS PS Physical Security Service support PSPN PSPS 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 6 of 22
Service Levels The tables below include all the service levels by program for the Partner Support Service. Table 2. Service Levels: Partner Support Service Service Level Name Service Level Service Program Service Program Description PSUT PSUE PSUP PU2P PSOE PSOP PSO2 PRTNR SUP 8X5XNBD PRTNR SUP 8X5X4 PRTNR SUP 24X7X4 PRTNR SUP 24X7X2 PRTNR SUP Onsite 8X5X4 PRTNR SUP Onsite 24X7X4 PRTNR SUP Onsite 24X7X2 PRTNR SUP Cisco Borderless Networks: Hardware support for most Cisco products PSUS PSUU PRTNR SUP SW SUP PRTNR SUP SW UPG PRTNR SUP Cisco application software update support Cisco application software update and upgrade support PSSD PSSE PSSP PSSW PRTNR ESS SW 8X5XNBD PRTNR ESS SW 8X5X4 PRTNR ESS SW 24X7X4 PRTNR ESS SW PRTNR SS ESS Essential Operate Services: Unified Communications server & software application support PSDN PSEN PS4N PARTNER TP 8X5XNBD PARTNER TP 8X5X4 PARTNER TP 24X7X4 PRTNR SS TP Support for Cisco TelePresence products PSJ1 PSJ2 PSJ3 PSJ4 UCS SUPP PSS 8X5XNBD UCS SUPP PSS 8X5X4 UCS SUPP PSS 24X7X4 UCS SUPP PSS 24X7X2 PSS UCS SUPP Unified Computing Support Service support PSW2 PSW3 PSW4 UCS W PL PSS 8X5X4 UCS W PL PSS 24X7X4 UCS W PL PSS 24X7X2 PSS UCS WP Unified Computing Warranty Plus Service PSPN PSPS PRTNR SS PS 8X5XNBD PRTNR SS PS SW SUP PRTNR SS PS Physical Security Service support NOTE: To determine which product families are supported by the PSS offer, download the corresponding price file and filter by product family. See the links below to the price files. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 7 of 22
Pricing Price Files The pricing for PSS service levels is currently divided across three separate price files. The majority of PSS service levels are on the Cisco PSS price file. Pricing for Unified Computing and Cisco TelePresence service levels are in two separate price files, due to the advanced technology of those product lines. Price files can be used to determine product family coverage availability. To do so, download the appropriate price file to the Excel format using the link below, and then filter the file using the Product Family column. Download often: Price files are updated at the beginning of each month. Pricing may not change but new product families may be added. Cisco Partner Support Service Price File Select the Partner Support Service price file from the drop-down menu Approximately 90% of service levels are in this price file United Computing Price File Select the Unified Computing price file from the drop-down menu Cisco TelePresence Price File Select the Cisco TelePresence price file from the drop-down menu Discounting CSPP Partner Discount Partner discounts are established under the Cisco Services Partner Program (CSPP). Partners who have joined CSPP can log in to the CSPP website, navigate to the Resource Index tab, and then find and open the appropriate Compensation or Performance Management Appendix for your region. The Partner certification level will be listed under Cisco Collaborative Services, and the discount will be listed under Technical Services. Reminder: Discounts for Cisco PSS and for Cisco Branded Services are different. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 8 of 22
Multi-Year Discount Multi-year discounts are automatically applied in the Cisco commerce tools. There is no special action required. Quoting and Ordering Important: Complete Your Quotes Correctly Below are two topics that are critical for correctly quoting and ordering Partner Support Service (PSS): Transitioning from other legacy service offers Get all the facts here to make the transition smooth Intrusion Prevention System (IPS) Signature Update will require secondary coverage Find out how Click on the links above to go directly to the section in this guide. A Familiar Quoting and Ordering Experience PSS has been designed to use the existing functionality of our commerce tools to eliminate the need for specialized training or process requirements. Existing quoting, ordering, and renewals processes will remain the same during Limited Availability. Please note the Important Complete your quotes correctly section at the beginning of this page to apply tips for completing your orders correctly. You can order PSS with Cisco Service Contract Center (CSCC), Ordering Tool (OT), or Cisco Commerce Workspace (CCW). However, you cannot use SCC for Indirect Resellers and Distributors (SMS3) during Limited Availability. Reminder: If you are transitioning to PSS and as a result losing legacy service, you are not required to convert legacy service levels to PSS until time of renewal. However, it is recommended that all conversions to PSS either by choice or by virtue of loss of legacy service levels occur at time of renewal for ease of contract management. Exception Items For the most part, quoting and ordering PSS is similar to ordering other services you are already familiar with. There are some exception items that you should be aware of. Guidelines: The Cisco Services Partner Program has established guidelines for Multinational quoting of Cisco collaborative services. You can review the Multinational quoting guidelines in the CSPP Operations Guide specific to your region. The guide is located on the CSPP website under the Resources tab. New process for some partners: The process to order Cisco Intrusion Prevention System (IPS) requires that you purchase TWO service levels for the same device. Please refer to the section in this document that provides detailed steps on how to successfully order and renew IPS by attaching both primary and secondary coverage. If you fail to do so, your device will not receive the important signature updates.. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 9 of 22
Quoting and Ordering: PSS Screenshots The following screen shots illustrate where the PSS service levels can be found on the pull down menus. These screens are examples only. The pull down menus may vary depending on Partner eligibility, and new service levels will be added to the list as they become available. Figure 1. Ordering Tool Menu with PSS Software Service Levels Highlighted 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 10 of 22
Figure 2. Ordering Tool Menu with PSS Hardware Service Levels Highlighted Figure 3. CSCC Menu with PSS Hardware Service Levels Highlighted 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 11 of 22
Figure 4. CSCC Menu with PSS Software Service Levels Highlighted Figure 5. CCW Menu with PSS Service Level Highlighted. Select Add Service to get to this screen. Partner Support Service and Intrusion Prevention System (IPS) Signature Update With a collaborative service like PSS (also Shared Support and CTS), ordering coverage for the IPS devices is different than ordering the same type of coverage under Cisco Brand Services. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 12 of 22
You will need to quote and order two service levels for the same device serial number to get the complete IPS service attached. There will be one service level for the hardware, which is called the Primary Coverage And one service level for the signature file update, called the Secondary Coverage IMPORTANT: If you fail to do this, it will result in the device not having access to the signature updates. Below are high level steps for different quoting scenarios. Detailed step-by-step instructions (with screenshots) can be found in the Secondary Coverage Job Aid. New IPS Service Coverage Adding IPS service coverage via CSCC where no coverage exists First add a line for the primary service coverage for the HW device using a PSS service level (for example PSUT) Using the Job Aid instructions, add a secondary line to the quote for the same HW device serial number, and use the secondary service level IPS Signature Only (SUSA) Purchasing a new device via Ordering Tool (Marketplace) or CCW, with primary service attached When ordering the device via OT or CCW, attach the primary service coverage to the HW device using a PSS service level (for example PSUT). Do not attempt to attach SUSA at this point. After the contract has been generated (post shipping), the secondary coverage for IPS signature updates can be quoted/ordered in CSCC. Using the instructions in the Job Aid, log in to CSCC to create a quote for secondary coverage (SUSA) using the serial number of the device that was shipped. The serial number must have the PSS primary service coverage (for example PSUT) already applied. A PSS primary service level already exists and a SUSA service level needs to be added (CSCC only) Follow the instructions in the Job Aid to login to CSCC to create a quote for secondary coverage (SUSA) using the serial number of the device that was shipped. The serial number must have the PSS primary service coverage (for example, PSUT) already applied. IPS Renewals To renew a service on a device with both a PSS service level and SUSA already attached (CSCC only) Make sure that the durations of the primary service level (for example PSUT) and the secondary service level (SUSA) are equal, and renew as normal. To renew service on a device with an existing PSS service level and add IPS (CSCC only) Create the renewal quote in CSCC for the primary service level (for example PSUT). Using the Job Aid instructions, add a secondary line to the quote for the same HW device serial number, and use the secondary service level IPS Signature Only (SUSA) The following table provides additional Cisco PSS service levels that can be combined with SUSA. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 13 of 22
Table 3. PSS Service Levels Compatible with SUSA Primary Service Offer Name Service Level Name Secondary Service Offer Name Service Level Name Partner Support Service PRTNR SUP PSUT PSUE PSUP PU2P PSOE PSOP PSO2 Intrusion Prevention System CIPS-SIG SUSA IPS Example: Next Business Day The table below is an example of ordering a next business day service level for illustration purposes only. Substitute the appropriate service level for your requirements. Review the PSS Service Levels Compatible with SUSA table (Table 3) to see all compatible services. Table 4. Examples Service Offer NBD Service Level Coverage details Partner Support Service PSUT (Primary) Hardware device support only SUSA (Secondary) Signature file updates only Collaborative Technical Service (CTS) CBUT or CBNT (Primary) CBSU (Secondary) Hardware device support only Signature file updates only Shared Support PM2ST or CSSPD (Primary) Hardware device support only Cisco Branded Service (CBS) SUSA (Secondary) SU1 Signature file updates only Includes both hardware device support and signature file updates Important: IPS Discounts The PSS discount will not apply to the IPS Signature Update portion of the order. Instead, the Cisco Branded Services (CBS) discount will apply. To determine your discounts, go to the CSPP website, navigate to the Resource Index tab, and then find and open the appropriate Compensation or Performance Management Appendix. The Partner certification level will be listed under Cisco Collaborative Services, and the discount will be listed under Technical Services. Getting Support There are several methods available to get support if you need it: 1. Check out the Operations Exchange Community to find documentation and forums moderated 24 hours a day, five days a week. It is accessible from the Cisco Service Support Center. 2. Open a case with the Cisco Service Support Center, Cisco Commerce Workspace or Ordering Tool 3. Your PSDM/BDM is always available to help with your quoting and ordering needs 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 14 of 22
The Operations Exchange Community Select Service Programs and Acquisitions to enter into the community specific to PSS. Figure 6. Operations Exchange Community From here, you can peruse a variety of resources that can offer immediate support and answers to your questions. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 15 of 22
Opening a Case You can open a case to get support within Cisco Service Support Center (CSCC), Cisco Commerce Workspace (CCW), and Ordering Tool (OT). Instructions for each are outlined below. Opening a Case in SCC When you open a case with the Service Support Center, we ve set up a special category that you can select for PSS. This is the preferred way for you to open a case. Select the Service Programs and Acquisitions radio button, then select the Cisco Partner Support Service (PSS) option under request type from the pull down menu. Figure 7. Opening a Case in Cisco Service Support Center (SCC) Opening a Case in CCW To open a case using Cisco Commerce Workspace (CCW), click on Create a Case and enter Partner Support Service or PSS as part of the subject line. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 16 of 22
Figure 8. Opening a Case in Cisco Commerce Workspace (CCW) Opening a Case in OT To open a case using Ordering Tool (OT), click on Create Case and enter Partner Support Service or PSS as part of the case file. Figure 9. Opening a Case in Ordering Tool (OT) 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 17 of 22
Service Level Reference Tables The tables below align service levels available under the Cisco Brand Resale (CBR), Collaborative Technical Services (CTS), and Shared Support (CSSP) programs, to those service levels available under Partner Support Service. In some cases, service levels may be available in some programs but not in PSS. Table 5. Cisco Borderless Networks: Standard Hardware and Software Service Level PSS CTS US/C CTS ROW CSSP US/C CSSP ROW CBR 8X5XNBD PSUT CBUT CBNT PM2ST CSSPD SNT 8X5X4 PSUE CBUE CBNE PM2SE CSSPE SNTE 24X7X4 PSUP CBUP CBNP PM2SP CSSPP SNTP 24X7X2 PU2P CU2P CS2P PM2S2 CSSP2 S2P SW SUP PSUS CBUS CBAS PM2S CSSPS SAS SW UPG PSUU CBUU CBAU PM2U CSSPU SAU Onsite 8X5X4 PSOE CBOE PM2OE C4S Onsite 24X7X4 PSOP CBOP PM2OP C4P Onsite 24X7X2 PSO2 CBO2 PM2OS C2P Onsite 8X5XNBD CS Table 6. Essential Operate Service Level PSS CTS CSSP CBR ESS SW 8X5XNBD PSSD CBCD SECD ECD ESS SW 8X5X4 PSSE CBCE SECE ECE ESS SW 24X7X4 PSSP CBCP SECP ECPM ESS SW PSSW CBSW SESW ESW Onsite ESS SW 24X7X4 EC4P Table 7. Cisco TelePresence Service Level PSS CTS CSSP CBR TP 8X5XNBD PSDN CBDN CSDN ECDN TP 8X5X4 PSEN CBEN CSEN ECEN TP 24X7X4 PS4N CB4N CS4N EC4N Onsite TP 8X5XNBD ECDO Onsite TP 8X5X4 CBEO ECEO Onsite TP 24X7X4 CB4T EC4T Table 8. Cisco Unified Computing System Service Level PSS CTS CSSP CBR UCS 8X5XNBD PSJ1 CBH1 CSEB1 UCS1 UCS 8X5X4 PSJ2 CBH2 CSEB2 UCS2 UCS 24X7X4 PSJ3 CBH3 CSEB3 UCS3 UCS 24X7X2 PSJ4 CBH4 CSEB4 UCS4 UCS W 8X5X4 PSW2 CBB2 CSWB2 UCW2 UCS W 24X7X4 PSW3 CBB3 CSWB3 UCW3 PSW4 CBB4 CSWB4 UCW4 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 18 of 22
Table 9. Physical Security Service Level PSS CBR PRTNR SS PS 8X5XNBD PRTNR SS PS SW SUP PSPN PSPS SNT SAS Table 10. Intrusion Prevention System (IPS) Signature File Update Service Level PSS CTS CSSP SIG UPD SUSA CBSU SUSA 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 19 of 22
Frequently Asked Questions Q. Where can I find more details about the PSS service offer features and benefits? A. Partner Support Service Website Q. What programs will be replaced by Partner Support Service? A. PSS will replace Shared Support and CTS. Partners who join CSPP will no longer have access to Shared Support or CTS service levels. Q. Can I convert a legacy quote to PSS without losing my end customer information? A. If the existing quote for Shared Support or Collaborative TS has been saved, you can download that quote from the CSCC tool; change the service levels in the downloaded file to appropriate/comparable service levels (use the Service Level tables in this guide) and then upload the quote back into CSCC. Partners can then re-quote without losing serial number and site information. Refer to the Upload Excel from Template job aid for detailed instructions. Q. Can I renew a Shared Support or Collaborative TS contract after transition to CSPP? A. Renewals for Shared Support or Collaborative TS will not be allowed. Partners must choose to renew those contracts using the service levels that are available with their existing eligible offers, such as PSS. There are several ways to renew a contract under PSS. Partners can download the renewal quote, change the service levels in the downloaded file to appropriate/comparable service levels (use the tables on pages 11 and 12), and then upload the quote back into CSCC to re-quote without losing serial number and site information. Refer to the Upload Excel from Template job aid for detailed instructions. Q. Can I keep and maintain my existing Shared Support and Collaborative TS contracts? A. Yes. Online contract management for existing contracts will still be available through CSCC. However, any contract management activities that result in a revenue impacting transaction will be forced into the quoting process. Quoting will be restricted to the Partner's eligible service levels that exist at the time of the quoting activity. Q. How can I renew or convert existing contracts to PSS? A. We recommend you convert to PSS at time of contract renewal. A new quote will need to be created and a new contract number will be assigned. To convert a contract to PSS at time of renewal, follow these steps: 1. Create a new quote 2. Import the lines from the legacy contract 3. Change the service levels for the lines to PSS 4. Set the duration of the contract 5. Validate the quote Although partners are not required to convert existing contracts to PSS until renewal, the upgrade/downgrade functionalities within the Cisco Service Contract Center (CSCC) are enabled for PSS. Q. Can I convert SMARTnet to PSS? A. Yes. It is recommended that you convert at renewal. Follow the same steps as you would for the renewal process listed in the Q&A above. Please note that because of the differences in coverage, you may not be able to convert all devices to PSS. You may still be required to keep some products under a Cisco SMARTnet contract and/or you may need to change the service level to convert to Cisco PSS. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 20 of 22
Q: Where can I find pricing for PSS? A. PSS pricing is available within the quoting tools for eligible partners, as well as available for download from the link below under the name Partner Support Service. The PSS Cisco TelePresence and United Computing pricing will be on separate price lists also available on the links below. Partner Support Service price file Select the Partner Support Service price file from the drop down menu United Computing price file Select the United Computing price file from the drop down menu Cisco TelePresence price file Select the Cisco TelePresence price file from the drop down menu Q. How can I set up my default service to be PSS in the Ordering Tool or CCW? A. Follow the instructions in the job aid linked here. Q. What is the conversion plan for moving from Shared Support or Collaborative TS to PSS? A. PSS will replace Shared Support Program and Collaborative Technical Service offers, and will introduce an enterprise class, device-level smart technical service to the market. To access training on PSS transition, please visit Partner Central and select the appropriate link for PSS Transition Training. Q. What are the metrics/rebates under the PSS and how is it managed? A. Sales and delivery metrics and rebates apply. CSPP governs these metrics (for more information, click the link on the following pages for CSPP). Q. How do I get support for IB Management, Cisco Smart Portal, Alerts, and Device Diagnostics? A. Contact the Cisco Smart Services Bureau for registration, training, and deployment related issues. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 21 of 22
Additional Resources Training Resources Transitioning to PSS for Cisco Partners There are several resources that support the PSS Transition. A twenty-five minute e-learning course is available for partners transitioning to PSS. The course is available in several versions based on partner type. Navigate to the Cisco PSS website, click on the Collaborative Technical Support tab at the top of the page and then click Training from the Resources menu Select the Transition Training course most appropriate for your needs Training. CSCC Training Resources How to quote and order using CSCC CCW Training Resources How to quote and order using CCW (NOTE: CCW is in controlled introduction and not all Partners have access) MarketPlace (Ordering Tool) Training Resources How to quote and order using OT For More Information about Partner Support Service Partner Support Service External Website General information about Partner Support Service (PSS) Cisco Smart Portal Landing Page Partner Portal for registration and obtaining Smart Collector reports Cisco Services Partner Program (CSPP) Information concerning the Cisco Services Partner Program (CSPP) Worldwide Customer Service Help For Orders and Billing Contact Information Enter your country in the "Customer Service Phone Numbers and Email" drop down menu Your Partner Services Development Manager (PSDM) is your primary contact during Limited Availability for most general questions. You can also use this alias for non-urgent questions: ask-cisco PSS-pm@cisco.com. Printed in USA C07-686296-00 08/11 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 22 of 22