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Determining How to Manage Service Access

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What are different ways to manage Service Access using SAMT?

To give users access to utilize the services under the Terms and Conditions of one or more service contracts, you need to make an association between a user and the contracts. This can be

done by:

To determine how to best manage service access using SAMT, review the scenarios on the following slides. These will help you decide how best to manage service access using SAMT based on your business needs.

Contract Number

• Associating individual contracts directly to the user’s Cisco Account.

Bill-to ID

• Associating a Bill-to ID (BID) to the user’s Cisco Account, which will allow the user to obtain support for any contract – current or future – created using that BID.

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Scenarios: Different ways to manage Service Access using SAMT

My company is managing my end-customers’ networks for them. All of my technical staff members need access to all of my customers’ contracts.

I purchased my contract directly from Cisco and have a team of people managing our corporate network who need access

to all of my contracts.

OR

Cisco recommends enabling Support Access via the Bill-to IDProviding your users with support access via the BID will enable your technical team to obtain support using any of the contract numbers that have been purchased under that BID, as well as any future contracts that you purchase under that BID.

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I am a customer who purchased my contracts from a Cisco Partner, and I have a team of people managing our corporate network who need access to all of our contracts.

I am a Cisco partner who manages end customers’ networks for them. I have staff dedicated to support each individual

customer.

Cisco recommends enabling Support Access by Contract NumberProvide support access by Contract Number, associating individual contracts to each user who needs access.

I am a Reseller and I purchase contracts through Distribution. I need to assign contracts to my end-customers.

OR

OR

Scenarios: Different ways to manage Service Access using SAMT

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Scenarios: Different ways to manage support access using SAMT

I am a Cisco Partner who is managing my end customers’ networks for them using a Partner -Branded Support program. I want my end customers to be able to download their own software updates, but not open support cases.

Cisco recommends enabling Software Access to Contracts Provide access only to software downloads, by Contract Number, associating individual contracts to each user who needs access.

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Using Bill to ID - Summary & Link to More Information

Allows Administrators to

give a user Support Access to all contracts for a Bill-to ID.

If the user is enabled for

support access via the Bill-to ID,

the individual will be able to

use all the Contract

Numbers under that Bill to ID for

Technical Support.

When a new service Contract

is purchased under this Bill-to ID, the user will automatically be able to use it for

Technical Support.

Primary users:Companies that

purchase contracts

directly from Cisco and who

want their users to be able to use

all of their contracts for

Technical Support.

Using Bill to ID – Support AccessClick here to go to the Overview of Managing Access for a Bill to ID training module

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Using Contract Number - Summary & Link to More Information

Allows Administrators to assign individual

Contract Numbers in Cisco Account profiles so those individuals can obtain Technical

Support from Cisco.

Every contract needs to be added

to the user’s Cisco.com profile.

Primary users:Companies that

purchase contracts through a Cisco partner.

Using Contract Number – Support Access

Click here to go to the Managing Access for a Contract training module

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Software Download Only - Summary & Link to More Information

Allows Administrators to assign Partner-

Branded Contract Numbers to the Cisco Account profiles of their

end-customers, so those individuals

can download software.

These users will not be able to open TAC

cases for these Partner-Branded

Contracts.

Primary users:1-Tier partners who

provide network support for end-

customers, and who want to give their

end-customers access to download

software.

Using Contract Number – Software Download Access

Click here to go to the How to Reject or Accept a Software Download Request training module

Click here to go to the How to Grant, Revoke, or Update Software Access training module

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* For Partner-branded contracts only, access for end-customer to download software.

Types of Service Access

Type of Access Support Access

Software Access*

Ability to open Cisco Technical Assistance Center (TAC) support cases

Yes No

Access to download software Yes Yes

Authorization to order software application upgrades (for software application contracts only)

Yes No

What types of service access can you manage using the Service Access Management Tool

(SAMT)?

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Types of Access that Cannot Be Provided Using SAMT

You cannot use SAMT to manage access to these tools.

Type of Access Support

Access to the Cisco Service Contract Center (CSCC)

• CSCC allows users to view (and/or manage) their service contracts.

• Access to CSCC needs to be requested by opening a case using Customer Service Central on the My Cisco Workspace.

Access to the Service Order Tool (SORT)

• SORT allows users to create Hardware Replacements requests directly with Cisco (only for select partners).

• Access to SORT needs to be requested by opening a case using Customer Service Central on the My Cisco Workspace.

Access to Partner Central on Cisco.com

• Cisco partners can get access to specific Partner resources to help build and improve their business.

• Access to these resources needs to be obtained by performing a Partner Association using the

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Best Practices for Utilizing SAMT Based on Your Business Model

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Best Practices: Partners with Partner-Branded Contracts

• Use “Manage by BID” for your own employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).

• Don’t use “Manage by Contract” for your own employees . Do not add your individual service contracts or provide software download access to your company’s employees. They will already have access to all of your contracts once you have enabled it via the BID(s).

• Give temporary access to 3rd Party Integrators. Give contract access to 3rd party integrators, but use the Expiry Date option (see slides 5 - 6) for temporary assignments, to ensure that contract access is automatically removed when they should no longer have it.

Partners with Partner- Branded Contracts

Questions? Contact SAMT support.

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Best Practices: Partners with Partner-Branded Contracts (continued)• Grant only Software Download access to your end customers.

Have your Partner-branded contract customers only request software download access, and in SAMT provide them with software download access . That way, they will not be able to obtain TAC support or software upgrades directly from Cisco, preventing impacts to your Partner metrics and discount.

• Set up customers as SAMT Contract Admins. If your company also resells SMARTnet contracts, you can request SAMT Administrator access for your end-customers who have their own individual Cisco SMARTnet contracts. That way, they can manage contract access for their own users. Submit a SAMT admin request with the Cisco Account IDs of the administrators and their contract numbers.

• Exercise maximum control over your BIDs and contracts. Lock each of your Partner-branded contracts, or Use BIDs to lock just your Partner-branded contracts. Cisco will not be able to add Partner-branded contracts to anyone – only you will be able to. However, when a user requests access to a SMARTnet contract via the Cisco Account Profile application or by contacting Cisco directly, they can still get support access to their non-Partner-branded contracts.

Partners with Partner- Branded Contracts

(continued)

Questions? Contact SAMT support.

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Best Practices: Distributors and Direct Purchase

• Set up 2-Tier Partners as SAMT Admins. SAMT admin access allows resellers to directly manage access for their contracts. Submit a SAMT admin request with the list of the reseller’s Cisco Account IDs of the reseller’s administrators and their BIDs.

Distributors

• Use “Manage by BID” for your employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).

Customers with a Direct Purchasing

Relationship with Cisco

Questions? Contact SAMT support.

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Best Practices: 2-Tier Partners

• Use “Manage by BID” for your employees. Enable support access for your company’s employees via the BID(s). Make sure all of your BIDs have been linked to your Cisco Account (email a request to SAMT support with the numbers). All current and future contracts will be usable for support, software download, and software upgrades (for software application contracts only).

• Give temporary access to 3rd Party Integrators. Give contract access to 3rd party integrators, but use the Expiry Date option (see slides 5 - 6) for temporary assignments, to ensure that contract access is automatically removed when they should no longer have it.

2-Tier Partners

Questions? Contact SAMT support.

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Best Practices: Resellers who Purchase through a Distributor

• Set up customers as SAMT Contract Admins. If your company resells SMARTnet contracts, you can request SAMT Administrator access for your end-customers who have their own individual Cisco SMARTnet contracts. That way, they can manage contract access for their own users. Submit a SAMT admin request with the Cisco Account IDs of the administrators and their contract numbers.

Partners (Cisco

Resellers) who Purchase

through a Distributor

Questions? Contact SAMT support.

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Best Practices: SMARTnet Customers

• Set up customers as SAMT Contract Admins. Customers with five or more SMARTnet contracts and multiple users can get access to SAMT to manage access for their own contracts. Cisco resellers can request access to SAMT on behalf of the end-customer. Submit a SAMT admin request with the list of Cisco Account IDs and contract numbers.

Customers with SMARTnet

Questions? Contact SAMT support.