思科解决方案支持服务 (SSPT) 2014 年 1 月

经过测试、验证、记录在案的设计(CVD) 什么是思科解决方案？ 解决方案组件 经过测试、验证、记录在案的设计(CVD) 整合式思科 + 第三方路线图 解决方案生命周期管理 服务实践 技术培训与支持 思科和合作伙伴支持： 演示、ROI 资产、工具、融资 以您的方式工作 Cisco Smart Solutions include: 1. Cisco Validated Design -process and documentation 2. Integrated Cisco + 3rd Party Roadmaps 3. Solution Lifecycle Management 4. Service Practices 5. Sales and Technical Training and support 6. Solutions Enablement, Tools, Demos and Financing   Internally, Cisco manages Smart Solutions in the following way: Governed by the Enterprise Business Council Smart Solutions by definition are cross architectural Smart Solutions typically driven by third-party component/integration requirements from Cisco ecosystem partners Customer Benefits: Sustainable solution for customers – reduce complexity today, provide continuity and investment protection as solution evolves (roadmap for solution) Cisco absorbs complexity – Assuming responsibility for complex integration work for our customers, so they don’t have to integrate for themselves Reducing risk – Customer is assured solution components will work together, can depend on Cisco for Smart Solution support

解决方案愈加复杂… 虚拟化数据中心 无边界网络 协作性工作空间 AnyConnect VXC 6215 瘦客户端 ISE MS Office 应用软件/桌面操作系统 思科协作软件 HYPERVISOR 桌面虚拟化软件 安全网关 vWAAS 云计算 UC Mgr 存储 平板电脑 智能手机 笔记本电脑 超级本 DCN ISE 路由 (ISR) WAAS AnyConnect 交换 PoE VXC 4000 软件装置 VXC 6215 瘦客户端 VXC 22xx & 21xx 零客户端 ACE ASA UCS Nexus 1000v 呼叫中心 智能卡 Jabber

什么是解决方案支持服务（SSPT）  SPoC 只有产品级技术支持服务 解决方案级支持服务 &#$@! 简化支持架构 客户 客户 SPoC 多厂商架构技术支持非常复杂 没有一个单一组织全权负责 SMARTnet 只能优化思科内部流程 组织间相互独立 只有产品级技术支持服务 解决方案级支持服务 简化支持架构 优先享受解决方案专家支持 清晰的责任及分工 为客户及合作伙伴流程带来优化可能

思科解决方案支持服务 (SSPT) 交付模式 电源模块故障 产品级支持 客户或渠道合作伙伴 思科 解决方案技术 合作伙伴 思科产品支持 远程端点的桌面视频抖动 解决方案支持 思科 SSPT 协调 存储硬盘故障 合作伙伴产品支持 Animation notes: Your organization has Cisco and Partner product support. [click] With Solution support, Cisco SSPT will coordinate with both sources to solve problems in both areas. You also gain access to a team of Cisco solution experts who are ready to lead in resolution of any issues found within the supported solution. When you call Cisco for solution support using your Cisco SSPT contract, the case will route to the SSPT Solution Support team who will work with you to resolve your issue, regardless of where that issue leads or who needs to be involved in resolution. This helps to ensure ongoing solution performance, manageability and delivery of desktop services ‘at scale’ while reducing operating expenses in order to meet your business and technical objectives. You maintain direct access to your current product services for use at your discretion 1 2 3 与两者合作解决两个方面的故障 联系思科解决方案专家团队，这些专家随时准备领导解决所支持解决方案中发现的任何问题 SSPT 解决方案支持团队将与您合作解决问题，而无论该问题涉及哪一方或需要谁参与解决

更快的故障解决时间 追踪13个HCS 客户 (6 SSPT, 7 SNTC) 共6个月100多个case 以客户确认问题解决为标准 减少超过50%的用时

解决方案技术支持服务(SSPT) 今天可以支持的解决方案 FY14中期推出 必选 Virtual Desktop Solutions (VDI/ VXI) SAP HANA/ BWA solution Hosted Collaboration Solution (HCS) NEW! Cisco Cloud / Unified Infrastructure access 必选 FY14中期推出 Solutions is an exciting new space and Cisco. They are architectures comprising Cisco and 3P Products, Software and services. Some examples of Cisco solutions are –Hosted Collaboration (HCS), Remote Expert (RE), VDI/VXI, SAP HANA/BWA, Cloud… Cisco Services strategy for these solutions is through Smart services- covering Plan, Build and Manage offers. If you focus on Manage or the Day 2 space, we have Product support (SNTC), Solution Support (SSPT) and then several Optimize and Operate offers. Services Globalization is chartered create the capability to sell and scale SSPT offers. We have presently 4 offers and planning to launch many more in FY14 设备级问题： 模块重启 Cisco Health Connection (CHC) 解决方案级的问题：远程端点的桌面视频抖动

服务级别和运营结果：解决方案 思科和合作伙伴智能功能 – 人、流程、技术 运营 抢先 主动 部署 基本 Time to Value Time to Resolution Return on Investment Monitoring Outcomes Managing Outcomes Day 1 有保障的运营（未来） 运营 智能网维服务 管理和优化 (NOS 和 FTS) 解决方案支持 (SSPT) 产品支持 (思科智能网络级服务） Day 2 智能网维服务 抢先 管理和优化 (NOS 和 FTS) 解决方案支持 (SSPT) 产品支持 (思科智能网络级服务） 管理和优化 (NOS 和 FTS) 主动 解决方案支持 (SSPT) 产品支持 (思科智能网络级服务） 部署 战略与规划 (咨询和 IT 管理) 评估 设计 迁移 验证 产品支持 (思科智能网络级服务） 基本 解决方案支持 (SSPT) In this Chart I will show how we can combine various AS and TS Day 2 offers to produce Operational Outcomes Within that context I will bring out the relative position of Solution Support This chart begins by showing the typical Operational Outcomes desired from Day 1 & Day 2 services Take a Closer look at the Day 2 Services. On the left are fairly routine “uptime” type of Operational requirements Moving to the right you can see greater focus on Monitoring KPIs To the extreme right you have a customer desiring performance guarantees and willing to try new Consumption models Depending on Solution Criticality, Customer’s investment propensity and IT maturity. I will show you how by combining & stacking existing Day 2 offers from AS & TS we can produce Service Levels that match varying Operational requirements. The Base tier gives customers Uptime. It is the baseline foundation for device and Solution coverage. At this level we offer solution-level incident escalation, triage support, and root cause analysis. The Proactive tier gives customers the next level service. It includes Network Optimization, software strategy, Configuration management & Focused technical Support The Preemptive tier gives customers the ability to Monitor Outcomes. The Operations team can view the customer network and identify issues before they become problems by using real-time information from the network. The Operate tier, at the highest level of Cisco Services, gives customers the ability to Manage Outcomes. It enables Cisco to take on real-time customer network operational responsibilities and typically includes New Service Consumption models. Eg HCS So for a Solution, SSPT (Solution Support) sits a layer above Product Support And when combined with Product Support gives the base Tier/ Minimum solution level support to ensure Solution uptime 规划 / 构建 Manage 思科和合作伙伴智能功能 – 人、流程、技术

总结 SSPT 价值 业务价值 单一接口技术支持，包括第三方设备 简化支持模式及流程，对复杂环境及问题，思科提供24x7解决方案级别的技术支持 多厂商管理 思科SSPT团队领导协调各厂商资源共同处理故障分析，减少跨组织的沟通协调复杂度，显著提高客户满意度 优先享受各厂商跨领域专家支持 在最需要的时候由正确的专家支持，可以有效提高问题处理过程 快速问题定位 把复杂的问题交给思科SSPT团队，我们利用思科内部的知识资源及经验可以更快速准确的定位鼓掌点，减少故障解决所需时间的同时提高了业务持续性 强力支持您的IT团队 IT团队可以更专注于核心业务

更多支持链接 若有与该服务有关的任何问题，请联系 ‘ask-emerging-services@cisco.com’ 更多链接 TSPM 网站：http://wwwin.cisco.com/CustAdv/ts/tso/servtech/tspm/emergingsolutions/ 手册/销售工具： VXI：http://wwwin.cisco.com/CustAdv/ts/tso/servtech/tspm/emergingsolutions/Cisco_SSPT_VXI_Sales_Kit.pdf HCS： http://wwwin.cisco.com/CustAdv/ts/tso/servtech/tspm/emergingsolutions/Cisco_Solution_Support_Services_HCS_Sales_Kit.pd f SAP HANA: http://www.cisco.com/web/about/doing_business/legal/service_descriptions/docs/Cisco_Solution_Support_Services.pdf DCI: http://iwe.cisco.com/c/document_library/get_file?p_l_id=221711980&groupId=221711969&folderId=727608376&name=DLFE- 422018537.pptx

联系方式 sspt_apjc@cisco.com Lisa Li (hual2@cisco.com) +86-18611760431 Ivy Lin (ivylin@cisco.com) +86-18600852050 Yaoheng Zhang(yaohzhan@cisco.com) +86-18601112150 Anthony Jose (anjose@cisco.com) +91-9650787799 Tina Jung(hjung@cisco.com) +61 402 896 046 SSPT Website http://wwwin.cisco.com/CustAdv/ts/tso/servtech/tspm/emergingsolutions/sspt.shtml http://iwe.cisco.com/web/services-globalisation1

Cisco Solution Support for SAP Appliances Quoting - SKUs and Rules Solution Support Service Description Virtual Product SKU Service SKU APJC List (USD) Small SAP HANA Appliances USS1-SAPHSM CON-USS1-SAPHSM $2,200 Medium SAP HANA Appliances USS1-SAPHMED CON-USS1-SAPHMED $3,300 Large SAP HANA Appliances USS1-SAPHLG CON-USS1-SAPHLG $8,938 Extra Large SAP HANA Appliances USS1-SAPHXL CON-USS1-SAPHXL $19,250 Small BWA/B2H Appliances * USS1-SAPBSM CON-USS1-SAPBSM $9,350 Medium BWA/B2H Appliances* USS1-SAPBMED CON-USS1-SAPBMED $13,750 Large BWA/B2H Appliances USS1-SAPBLG CON-USS1-SAPBLG $24,750 This slide outlines the pricing available for Solution Support Services for SAP Appliances depending upon the deal size with information on key bullets that sales needs to be aware of when placing an order for SSPT For SAP Appliances. The Solution Support SKUs reflects the “Unified Solution Support” or USS1 Generic Service name rather than the market name of Cisco Solution Support Services To meet internal system requirements, after the virtual product SKU is entered and the service ordered, the database will automatically create a zero dollar product entry, to which the Cisco Solution Support Service SKU is attached. Standard discounting may be applied to this service, with exception discounting through DSA Rule Explanation Ensure product level coverage before selling SSPT Examples include: SMARTnet, SASU, Cisco Unified Compute Support, ISV1 for SUSE Linux Enterprise Server, and NetApp Support Edge etc Use CSCC or SMS3 for quoting and ordering SSPT Not orderable via Ordering Tool (OT) or Cisco Commerce Workspace (CCW) Standard theater uplifts and discounting may be applied to these services Must enter appropriate Service SKU for this service

Cisco SSPT for VXI Pricing Schedule Product Number (number of users) Service Program Name Virtual Product List Price (US$) Pilot (1-300) CON-SSVXI-300EP SSVXI-300EP US$ 12,375 Small (301-700) CON-SSVXI-700EP SSVXI-700EP US$ 27,500 Medium (701-1,500) CON-SSVXI-1500EP SSVXI-1500EP US$ 55,000 Large (1,501-3,000) CON-SSVXI-3000EP SSVXI-3000EP US$ 103,125 Huge (Over 3,000) CON-SSVXI-UNLEP SS1-VXIUNLEP US$ 137,500 Cisco Solution Support Service for VXI is available globally, is offered on an annual subscription basis, and can be quoted and ordered only through Cisco Service Contract Center (CSCC) or SCC for Indirect Resellers and Distributors (SMS3).

Deal Size (Max End Users) Cisco SSPT for HCS – Offer Pricing Deal Size (Max End Users) Service SKU Virtual PID List Price (per year) Tier 1 (1,000) CON-SSHCS-1K SSHCS-1K US$33,275 Tier 2 (5,000) CON-SSHCS-5K US$107,663 Tier 3 (10,000) CON-SSHCS-10K SSHCS-10K US$192,500 Tier 4 (25,000) CON-SSHCS-25K SSHCS-25K US$334,125 Tier 5 (50,000) CON-SSHCS-50K SSHCS-50K US$603,625 Tier 6 (100,000) CON-SSHCS-100K SSHCS-100K US$758,313 Tier 7 (250,000) CON-SSHCS-250K SSHCS-250K US$909,975 Offer Pricing based on Unit size Virtual PIDs are entered in CSCC to reference the service and are added to the order to satisfy systems requirements

Cisco SSPT for DCI Price based on non-linear pricing model Pricing based on number of 2 Socket UCS Servers Covered: B2xx and C2xx are 1 server B4xx and C4xx (4 Socket Servers) are 2 servers There is also a maximum storage in each size before the minimum number at the next level must be purchased The price per unit covered goes down as the size goes up