© 2009 Cisco Systems, Inc. All rights reserved.Cisco Public 1 September 2009 Service Access Management Tool Tour: Contract Number.

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 1

September 2009

Service Access Management Tool Tour:Contract Number

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Contract Number - Service Access Management Tool Tour Overview

This tour provides a general overview of the Service Access Management Tool and focuses on using the tool to manage Cisco service access by Contract Number (End Customer).

Prior to September 2009, this tool consisted of two tools: My Colleagues Tool Granular (MCTG) and My Colleagues Aggregate Tool (MCAT).

Cisco Service Contract Center (CSCC) is not connected to this tool. CSCC information can be found here:

http://www.cisco.com/web/partners/services/resources/cscc/index.html

CSCC is used for service contract management and the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).

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What is the Service Access Management Tool?

Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services*

The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both

* Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.

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Service Access Management Using Bill to ID vs. Contract Number

Using Bill to ID Enables Administrator to identify

which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services

If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support

When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support

Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly

Using Contract Number Enables Administrators to place

Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services

When a new service Contract is purchased, it must be manually added to Cisco.com profiles

Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts

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Contract Number - Improvements as of September 2009

Create custom groups of individuals

Add Contract Numbers to custom groups (all individuals in the group will have the Contract Number added at the same time)

Obtain reports real-time

Automatic email to both the Administrator and the individual if an individual requests that Cisco add a blocked or locked Contract Number to their Cisco.com profile

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Service Access Management ToolContract Number - Features

Add Contract Numbers to Cisco.com profiles (individuals can obtain Cisco services)

Delete Contract Numbers from Cisco.com profiles (individuals cannot obtain Cisco services)

Block Contract Numbers in a Cisco.com profile (a specific individual cannot have them added to his profile)

Unblock Contract Numbers in a Cisco.com profile (an unblocked individual can now have them added to his Cisco.com profile)

Lock Contract Numbers so that only an Administrator who manages the Contract Numbers can add them to a Cisco.com profile

Unlock Contract Numbers so that Cisco can add them to Cisco.com profiles

Administrators can perform the following actions:

Unlock

Lock

Block

Delete

Add

Unblock

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Service Access Management ToolContract Number - Features (continued)

Automated emails are generated when the following actions are completed:

Recipient Action

All Administrators of that Contract

Number

Cisco adds an administered Contract Number to a Cisco.com profile

All Administrators of that Contract

Number

A Contract Number is added, deleted, blocked, unblocked, locked, or unlocked using the tool

Affected Individual

An action is taken on the individual’s Cisco.com profile by an Administrator

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Contract Number - Difference Between Block and Lock

Lock

Locking prevents a Contract Number from being added by Cisco to any Cisco.com profile (an Administrator can still add the Contract Number to an individual)

This action might occur if there is a dedicated support team and only those people should be allowed to obtain Cisco services

#

Block

Blocking a Contract Number from an individual’s Cisco.com profile prevents that Contract Number from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco

This action might occur if someone leaves the Administrator’s company or department

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Contract Number - Manage by Name: Home

The Manage by Namescreen allows you to:

Add Contract Number Delete Contract

Number Block Contract

Number Unblock Contract

Number

You can choose and individual and select one of the following Actions:

Enter a Cisco.com ID and then select the Contract Numbers to add.

Or, search for an individual by Last Name, First Name, Company Name, Email Address, or Cisco.com ID.

Note: You cannot see an individual in the tool unless that individual has at least one Contract Number in his Cisco.com profile that matches one you manage using the Service Access Management Tool.

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Contract Number - Manage by Number

The Manage by Numberscreen allows you to:Enter a single

Contract Number you administer and select an Action.

The Actions you can select are:

Note: You cannot see a Contract Number in the tool unless that number is in your Cisco.com profile and you are set up to manage it.

Or, choose a single Contract from a list of all Contracts that you administer and select an Action.

Add Contract NumberDelete Contract

NumberBlock Contract

NumberUnblock Contract

Number

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Contract Number - Manage by Group

The Manage by Groupscreen allows you to:

Create a New Group

Add individuals or Contract Numbers to the group

Delete individuals or Contract Numbers from the group

Rename the groupDelete the group

Or, choose an existing group and select:

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Contract Number - Lock/Unlock

Enter one Contract Number that you Administer and select an Action.

Or, choose one or many contract numbers.

Lock Contract Number(s)

Unlock Contract Number(s)

The Actions you can select are:

The Lock/Unlockscreen allows you to:

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Contract Number - Administration

Obtain ReportsOpen Profile Manager in

order for the Administrator to perform/request updates to his profile

Inform Cisco about individuals who have left the company

Inform Cisco about individuals who are obtaining support and may not be authorized

Register a new individual to obtain a Cisco.com ID

The Administration screen allows you to:

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How to Obtain Access

Cisco Service Contract Account representative Cisco Account Team representative with the:

– Cisco.com IDs of the Administrators

– At least two Administrators are required

– Contract Numbers to be managed (work with your Cisco Service Contract Account representative if you do not know the Contract Numbers)

The Cisco representative will open a Service Support Center request for tool access and you will be informed when access has been provided

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Getting Started and Other Resources

If you would like more information, visit the Service Access Management Tool web site:

– http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html

On the web site you will find:

– Instructions for obtaining access to the tool

– Helpful documents such as a Q&A file and Help files

– A link to the tool’s Terms & Conditions

– Self guided tours for managing Cisco service access

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