Grow YourServices Business

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Cisco Services Channel ProgramOne Experience. Expanding Opportunities.

Expand Your Services Practice More Profitably—Together with Cisco

Our customers face tough business and technical

challenges every day, and they depend on their networks

for critical IT and communications support. Their service

needs are growing fast, and your services business must

evolve to keep pace. That’s why Cisco is changing the

way we work with our partners to develop and deliver

services.

Today you manage a complex set of program

requirements, with varying metrics and rewards across

multiple Cisco® Services offerings. Growth and

profitability are significant concerns as you confront

increasingly commoditized markets. You are looking for

ways to increase your profitability with innovative service

offerings, because selling products alone is just not

enough.

To help you expand your services practice for more

profitable business growth, we are introducing a

services channel program that lets you easily match

service offerings to your business model and investment

strategy. We want to make it easier for you to work

closely and collaboratively with us, giving you more

opportunities to merge your own unique service

offerings with the power of Cisco Services. In addition,

we seek to build on the product proficiencies that you’ve

achieved through your investment in Cisco certifications

and specializations, as well as to find ways to increase

your profits in proportion to your efforts.

Our solution is a new, value-based approach for you to

develop, sell, and deliver services together with Cisco.

It separates the program elements from the services we

offer, giving you a streamlined and consistent experience

with a clear investment path. The structure of the new

services program is also tightly aligned and integrated

with the Cisco Channel Partner Program, so you can

increase your revenue potential and receive predictable

rewards as you sell Cisco products.

Get ready for the Cisco Services Channel Program—one

unified experience, with expanding opportunities.

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The Cisco Services Channel Program

To increase your profitability as you address your

customers’ growing service needs, you’ll need to grow

revenue, differentiate services, and lower operating

costs. The Cisco Services Channel Program is designed

to support your success in all of these areas as you

develop, sell, and deliver services together with Cisco. In

doing so, the program will empower you to expand your

services practice more profitably by rewarding your total

business relationship with Cisco.

The new program emphasizes a streamlined approach

to all of its elements, with one experience that will bring

you:

A unified product and services experience: •

Your existing investments in Cisco certifications and

specializations provides the foundation that will give

you access to an array of services. Alignment across

Cisco channel programs will also facilitate more

solution-oriented offers for even greater customer

satisfaction.

A single services program framework: •

A new framework streamlines sales administration

to help reduce overhead costs and speed account

reconciliation. Program management is not only

simpler and less costly, but also more efficient, to

enhance your profit potential.

A common eligibility and rewards structure: •

Predictable discounts and performance-based

rewards will offer a more clearly defined investment

path for profitable growth. With a consistent eligibility

approach, you’ll be able to more strategically plan

because you’ll understand the qualifications necessary

to gain access to the various service offers. You’ll also

be able to stretch your budget by eliminating financial

outlays for service assets in areas where Cisco is

already investing. Instead, you can build on Cisco’s

innovation and focus the majority of your efforts on

differentiating your services.

You’ll realize expanding opportunities across sales,

delivery, and rewards through:

Access to a portfolio of smart and traditional •

services:

The Cisco Services Channel Program gives you

more choices, so you can better match your business

model and investment strategies with customer needs

to promote greater profitability. The new program

expands the revenue options for eligible partners,

providing access to a comprehensive portfolio

of services. This portfolio will offer more flexible

alternatives than ever before, to help you develop, sell,

and deliver services together with Cisco.

Performance-based rewards: •

The new program will improve the competitiveness

and profitability of top-performing partners by offering

new performance-based rewards. Your performance

will be calculated quarterly instead of annually to give

you more frequent financial opportunities. In addition

to discounts, we have included a rebate component to

promote healthier gross margins.

Global consistency: •

A global services strategy for program eligibility,

discounts, and rewards will help you sell multi-country

service solutions more easily. A globally viable

business strategy can help accelerate your service

growth and profitability, no matter where your business

and customers are located.

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A Comprehensive Partner Services Portfolio for a Greater Return on Investment

Your existing certifications, specializations, and audits

will give you access to a comprehensive portfolio of

smart and traditional offerings across the Cisco Services

lifecycle, so you can expand your sales and increase

your opportunities to earn higher margins. The new

services will also give you more options to develop, sell,

and deliver services based on your business model,

investment strategies, and customer needs.

Figure 1 Cisco Services Families

Cisco Services Channel Program

Next Generation Services Portfolio for Partners

ProgramEligibility

RewardsIncentives

Terms andConditions

Collaborative Services

Partner Basic Support Services

Cisco Brand Services

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Cisco Collaborative Services

You understand your customers better than anyone else

and have positioned yourself to offer them unique value.

Cisco offers a global support infrastructure, an extensive

knowledge base, and a smart service architecture

to assist you in supporting your customer base. In an

unprecedented channel approach, the next generation

of Cisco Collaborative Services will bring together the

distinctive value provided by our partners and Cisco into

complete solutions tailored to each customer.

The new Cisco Collaborative Services family, available

to eligible Cisco partners, can help you develop unique,

best-in-class services and deliver a smart, personalized

experience to your customers. You will own and manage

every facet of your customer relationships, just as you

always have. You will create services based on your

understanding of the customer’s business needs, using

your technology expertise. You will also name the service

and sell it under your own company name and logo, using

the Cisco brand as an ingredient within your offering to

enhance your marketing efforts (Figure 2).

We’ll help you gain greater visibility into your

customer’s network and provide proven methodologies

and recommendations for planning and support.

Our exclusive smart service capabilities—which

systematically correlate customer network data with

our dynamic knowledge database and automate

processes—will give you the tools to more proactively

and predictably provide the assurance your customers

demand. In addition, we’ll support your service

delivery through a reliable and efficient global services

infrastructure.

Your customers will get the best of both worlds—and so

will you.

Figure 2 Examples of Partner Services with

Collaborative Services at the Core

Help Desk24 x 7

Help Desk8 x 5

Integratewith

ExistingContract

Management

ITMaintenance(incl. 3rd Party)

DisasterRecoveryServiceMonitoring

Tools

ITIL® ComplianceAudit

OnsiteServices

Collaborative Services (CS)Capabilities

Partner Services Combinedwith CS for Complete Solution

QuarterlyAccountRenewalReports

MonthlyAccountRenewalReports

PrepaidConsultancy

SecurityAlerts

EOLNotices

VoIP Audit& Reporting

CoreAssessments

SecurityAssessments

Global LogisticsInfrastructure

& Web 2.0Tools

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Cisco Brand Services

The Cisco Brand Services family will give you a

complete, ready-for-resale service model that can

extend your technology expertise and speed your time

to market. Cisco Brand Services are complete service

offerings that you can resell to customers without the

expense of adding to your own services infrastructure.

You continue to manage the customer relationship while

using the Cisco brand and award-winning delivery

model.

When a network problem is affecting business-critical

systems, customers demand fast access to technology

experts with experience in diagnosing the toughest

problems. Cisco Brand Services will give customer’s

access to the Cisco Technical Assistance Center (TAC),

staffed by Cisco professionals certified in a broad range

of Cisco foundational and advanced technologies. The

Cisco TAC is available around the clock and across the

globe, with support offered in local languages.

When your customers need dependable, fast access

to business-critical parts, Cisco Brand Services delivers.

Your customers will be able to choose from a variety

of hardware replacement options, including premium

options such as 2-hour and 4-hour replacement, where

available, and onsite parts replacement and installation.

They can select the coverage they need on a product-

by-product basis across the entire services lifecycle to

get the flexible services they require.

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Cisco Partner Basic Support Services

This family includes traditional technical support

services for eligible partners who sell their own

brand of support on a product-by-product basis.

The Partner Basic Support Services family is

intended to help partners transition to the new Cisco

Services Channel Program and, subject to eligibility,

gain access to the complete services portfolio for

partners.

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Measurable Benefits

The Cisco Services Channel Program will offer a new

services approach that we believe will provide the best

opportunity for you to succeed as you address changing

customer needs and meet increasing customer demand.

The goal of the Cisco Services Channel Program is to

help you grow your services practice more profitably

by recognizing and rewarding the investment you have

made in the Cisco portion of your business. The new

program will build on every aspect of your relationship

with Cisco, bringing you a wide range of benefits

that encompass financial rewards, business growth,

operational efficiency, and customer satisfaction.

We also understand that customer retention is vital.

The Cisco Services Channel Program will help you

build customer loyalty by differentiating your offerings,

and giving you flexible options to meet your individual

customer needs. We’ll also help you accurately target

the right customers for each type of solution and service

experience. And, we’ll support you in your strategic role

of helping customers adapt to new business models and

solutions that promote productivity and cost reduction.

By combining your strategic investments in technology,

services infrastructure, and partnerships with Cisco

expertise, partner enablement resources, and service

innovation you can more easily support today’s ever-

changing IT environments.

Table 1 Benefits of the Cisco Services Channel Program

Financial rewards Increase the return on your Cisco investment by earning rewards based on your • performance

Increase your revenue potential by gaining access to a comprehensive portfolio • of smart and traditional services that match partner business models

Gain the opportunity to receive greater rewards predictably and with greater • frequency

Business growth More easily and expediently expand the capabilities and market reach of your • services practice

Sell new and innovative, high-value services by gaining access to Cisco intellectual • capital, smart service innovation, and global infrastructure for use inside your service offerings

Sell multi-country service solutions with improved global consistency•

Gain greater competitive differentiation with a program that recognizes your • expertise and helps you target new business opportunities

Extend your brand into new markets and strengthen your current position by tapping • into significant marketing investments made by Cisco

Accelerate profitable growth with a clear investment path•

Operational efficiency A single contract and globally consistent program requirements•

Streamline your program administration •

A common eligibility and rewards structure defines a clear investment path and • predictable revenue

An overall process that empowers you to align your services business models with • Cisco Services content and capabilities

Customer satisfaction Present a unified approach for products and services by selling a full solution that • helps customers plan, build, and run customer networks

Consistently provide an excellent service experience with more flexible partner • access to worldwide service offerings and enablement tools

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A Common Eligibility Structure for a Clearly Defined Investment Path

Consistency is an important aspect of the Cisco Services

Channel Program. Consistent eligibility will reduce

the administrative costs of tracking multiple eligibility

scenarios and will help you target sales areas with the

greatest profit potential.

Services families and offers with specific eligibility

requirements will integrate and align with the Cisco

Channel Partner Program, so that you can take

advantage of the breadth and depth of your investments

with Cisco and more clearly define your investment

path. The breadth of your investment is defined by the

certifications you have earned. It measures your services

capabilities across multiple technologies and service

delivery tools, as well as your process and infrastructure

across the range of lifecycle services. The depth of your

investment is defined by your specializations and by your

focus on strong service delivery in specific technologies

such as routing and switching or unified communications.

Entry-level breadth and depth requirements may vary by

service offer within a services family and by geographic

region. Additionally, there may be audit requirements for

specific services families, such as Cisco Collaborative

Services.

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Rewarding Performance

The days of structuring your business operations based

on a geographic area to take advantage of diverse,

rewards-based programs are over. Instead of regional

variations and program-specific eligibility, discounts,

and rewards that increase pricing complexity and make

it hard to determine what you can earn on any one deal,

the Cisco Services Channel Program will have a globally

consistent performance management strategy.

Your performance and service capabilities will determine

your compensation in the form of a predictable,

consistent discount strategy combined with greater

rebate opportunities. Over-performance will earn you

higher rewards—the more you exceed performance

targets, the higher your rebates.

All partners will be measured on their overall sales

and delivery performance and may be eligible to earn

rewards in the form of rebates for meeting or exceeding

specific performance thresholds.

We know that you provide incremental value when you

not only deliver services bookings, but also deliver those

bookings with a high standard of excellence. The Cisco

Services Channel Program will recognize that excellence

and reward you for it, because you are building customer

loyalty and helping us reap long-term benefits.

Ongoing performance is critically important to creating

a best-in-class service experience for customers. Your

performance will be a significant factor in your overall

compensation, and we’ll measure and pay against this

performance as it occurs. Partners who meet or exceed

metrics expectations will be rewarded with continued

access to service offers and financial compensation;

those that do not will be provided with Cisco support to

address shortcomings.

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Making the Transition

Cisco will manage partner transitions to the Cisco

Services Channel Program through a phased approach

based on geographic theater. You must transition to the

program and services offers before the current Cisco

Services programs reach their end-of-sale (EOS) dates in

order to be able to continue to sell Cisco Services.

Additional information about the transition strategy will

be communicated as it becomes available on Cisco

Services Channel Program website at:

www.cisco.com/go/cscp.

Getting Started

Get ready to grow your services practice more

profitably with a unified experience across products

and services that will expand your opportunities with

every customer. The Cisco Services Channel Program

will help you develop a closer, more collaborative

business relationship with Cisco that rewards you for

your total Cisco investment. This program is an important

development in the way we work together to meet our

mutual customers’ growing service needs.

The Cisco Services Channel Program will be

available in 2010, and will continue to evolve

as new services families and offers

are developed.

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Regardless of your current theater of operations and

involvement with legacy services programs, the Cisco

Services Channel Program will accommodate your

current Cisco investments. We look forward to helping

you build a more profitable services practice together

with Cisco.

For more information, please visit the following sites:

Cisco Services Channel Program

www.cisco.com/go/cscp

Cisco Collaborative Services

www.cisco.com/go/collaborativeservices

Your Future: Together With Cisco

For More Information