1. Smart Care Jeff McEachern Business Development Manager Smart Services

2. Contract management Is very difficult How do I manage security vulnerabilities? Is there a more streamlined way to manage, plan and budget? It’s difficult to keep track of what’s in my network & what is covered Business continuity is critical – Is my network reliable enough? Customer Challenges

3. Solution: Cisco Smart Services …to provide Services that have …which collect …which is analyzedand compared to Automated Software-enabled Capabilities Network DiagnosticData Cisco’s Intellectual Capital Actionable Insight + + CISCO INTELLECTUAL CAPITAL 25 years of networking innovation and leadership 6 million annual customer interactions 50 million installed devices 90,000+ technical documents

4. Smart Care Delivered and Supported by Partner Cisco Smart Care Service ProductAlerts and Notifications Securityand Core Assessments and Repair Remote Network Monitoring Voice Assessments and Quality Monitoring Services Network Wide Maintenance Coverage Single Contract Management Smart Capabilities Cisco IOS Updates, Upgrades, and Software Updates ‘Four Pillar’ Capabilities NBD Hardware Replacement with Optional Four Hour Coverage Cisco.com and Smart Care Portal/Tools Access 24/7 Partner Access to Technical Assistance Center

5. Cisco Smart Services • Smart Net Total Care • Partner Support Service Customer-led Transformational Accounts • Smart Net Total Care • Partner Support Service Partner-led Cisco-enabled Enterprise • Smart Care • Collaborative Professional Services (CPS) Commercial

6. What Partners Have Asked for… Security enhancements More Smart Care capable devices Product Enhancements Operational & Marketing Changes Bigger Average Contract Size Higher Margins Consistency with other Cisco offers Faster path to market Better portal performance Additional Assessments

7. What Smart Care Delivered… Customers with 1000+ devices SKU-based like SMARTnet UCS & SMB devices Product Enhancements SNMP3 protocol Operational & Marketing Changes Cisco incentive programs: XIP Training, sales & technical tools Better portal performance Medianet & IPv6

8. How it helped partners like you… • Partner in Kansas: • Contract size capability changes increased average contract size by 20% • Partner in Wisconsin: • SKU-based pricing decreased order processing time by 33% • Partner in Missouri: • XIP program increased margins by 2% • SMB coverage increased new business by 25%

9. Smart Care Pricing: Increase Your Profits • 15% Rebate • Import contract into portal and maintain 70% appliance deployment rate • Stackable, in addition to attach/renew rebates • Higher Services Margin • Higher renewal rate • Additional revenue due to the discovery of uncovered devices and EOL • Reduction in support calls • Additional assurance you hit attach/renew • New Business - Higher close ratio • Professional Services Potential

10. Smart Care Margin Analysis

11. Portal Overview

12. Device Inventory Dashboard

13. Smart Care Customer Dashboard

14. Proactive Alerts

15. Sample Smart Care Report

16. Summary Cisco Smart Care expands business opportunities by providing a proactive services platform on which partners can build the next generation of personalized services. • Improve profitability by transitioning to a service-led model based on higher profit margins and predictable recurring revenue • Differentiatebusiness offering by developing personalized services for commercial customers • Increase customer loyalty by delivering an exceptional service experience • Simplify contract maintenance by leveraging a single contract with auto-renew and auto-add features • Cost-effectively grow service business through a collaborative go-to-market strategy with Cisco