DISCLAIMER

All information contained in this presentation is considered

work in progress and Cisco Confidential. 
It is shared with PARTNER to provide an overview of Partner
Lifecycle Services portfolio.

© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Partner Lifecycle Services
 Agenda
• Overview of Cisco Success Portfolio

• Partner Lifecycle Services

• Your journey to PLS success

• Next steps and resources

© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Today’s barriers require a
different approach Break-fix Lifecycle Success
PAST
Data-driven decisions and the
flexibility to scale are critical
differentiators in today’s business PRESENT
climate. As a result, your customers Reactive Proactive + Predictive
must move beyond a classic break-
fix approach and embrace stable,
insight-based solutions that enable
success. People Digital + Learning +
Insights + People

SmartNet Total Care Success Tracks

Partner Support Service Partner Lifecycle Services

© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Cisco Success Portfolio
Partner Lifecycle Services (PLS)

Partner branded and delivered Flexibility, choice and opportunity PX Cloud Enhanced Access

Powered by Cisco CX Cloud

Success Tracks
A holistic services package that guides you throughout the lifecycle to accelerate business outcomes

Business Critical Services Support Services

Expert and insights-led advisory services to architect and Technical support services for higher system
optimize a future redefined  availability and reliability

Advanced Services Managed Services Learning | Certifications

Project-by-project guidance Cisco operates IT for you Empower your workforce

© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
5
Partner Lifecycle Service (PLS)
An end-to-end partner experience enabling customer value

Greater flexibility Branded and delivered by

and choice the partner

PLS allows eligible

partners to deliver new CX
services to customers under
their own brand, enabled
by Cisco-provided insights,
Actionable Helps customers
analytics and offers.
customer data achieve business
outcomes faster

© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Why invest in Partner Lifecycle Services?

Maximize every opportunity
• Increase deal size, renewal, and expand at a higher rate
• Deliver premium-level services under your brand
• Embed high-value support and services offers and recurring revenue

Deliver the next generation of support and insights

• Actionable insights and data through PX Cloud enhanced access
• Accelerate your own lifecycle service offerings

Strengthen your customer relationships

• Accelerate time to value and ensure solutions are always delivering
• Expand your service portfolio into more lines of business

© 2022 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partner use only. Not for public distribution.
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Partner Lifecycle Service unlocks the value of the CX Portfolio
Expanding opportunity, flexibility and choice
Success Tracks with Partner branded
Partner resell offers PX Cloud Enhanced Access and delivered offers

Success Tracks Features and capabilities: PLS–Support PLS-Success Tracks

• Support (Cisco Solution Support) (Available now) (Future release)
• Solution Support
• Insights and Analytics • Cisco delivered ATX and ACC
You brand and deliver: You brand and deliver:
• Lifecycle visibility through CX & PX Cloud • Access to APIs in PX Cloud • Solution support • Advancement through the
• Accelerators / Ask-the-Expert
• Hardware support customer lifecycle (API / PX
You brand and deliver: • Software support Cloud)
Support • Your own ATX and ACC • Solution support through PLS-
• Cisco Solution Support • Advancement through the customer
Support
• Hardware Support (SNTC) lifecycle (API / PX Cloud) You monetize:
• Software Support • Additional services attach You monetize:
You monetize: • Service efficiency, case insights • Accelerators and Ask-the-
Business Critical Services (BCS) • Accelerators and Ask-the-Expert services
and automation through Smart Expert services
• Tiers • Actionable insights and analytics via PX Bonding • Actionable insights and
• SCRUM Services Cloud and / or APIs analytics via APIs
• Expert-as-a-Service

Cisco CX Playbooks to Power your Partner Practice

* PX Cloud and PX Cloud Enhanced Access are future releases
© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Partner Lifecycle Services
Flexibility, Choice, and Partner Opportunity

Offer Support model Service creation and delivery Digital experience

Cisco Delivered (resell)  Cisco CX Cloud

Success Tracks  Cisco Solution Support ATXs and

with PX Cloud Accelerators PX Cloud

Partner Enhanced (resell or co-sell)  Cisco Partner CX Cloud Partner

publishing API API API
Success Tracks  Cisco Solution Support ATXs and ATXs and on L1 L2 L3
with PX Cloud Enhanced Access Accelerators Accelerators PX Cloud CX Cloud

Partner Led  Cisco Partner

API API API
PLS-Success Tracks  PLS-Support ATXs and ATXs and PX Cloud *
L1 L2 L3
with PX Cloud APIs Accelerators Accelerators

* Partners have the choice to create their own

digital experience or use CX Cloud.
Each offer requires different eligibility requirements
PLS-Success Tracks, PX Cloud, Enhanced Access and APIs are future releases
© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Your journey to PLS-Success Tracks

Sell Cisco Success Tracks and Publish your offers and use APIs with PX
onboard to PX Cloud Cloud enhanced access

Success Tracks Optimize the delivery of

+ your offers with PX Cloud,
PX Cloud APIs and TAC tools
Any partner CX Specialized and
Advanced partners only
PLS-Success
Tracks*

Deliver a full proactive and

predictive lifecycle model
PLS-Support

Meet PLS-Support Brand and deliver Enhance automation

eligibility* premium-level support with TAC tools

* Eligibility requirements of PLS-Success Tracks will be based on PLS-Support. More information in PLS-Support Welcome Kit.
© 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Comparison of Cisco’s support service models
Cisco Branded and Delivered Partner Enhanced Partner Branded and Delivered

Features and capabilities Software  Cisco Success Tracks with

Smart Net  Cisco Success Partner Support PLS-Success
Support  Solution  PX Cloud enhanced PLS-Support
Total Care Tracks access (future)
Service (PSS) Tracks (future)
(basic) Support
Partner Delivers L1-2 Technical Support ✓ ✓ ✓

24x7 Technical Support (escalation) ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓

Advanced Hardware Replacement options ✓ ✓ ✓ ✓ ✓ ✓ ✓

Software Updates ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
Service response objective (high sev) 60 minutes 60 minutes 30 minutes  30 minutes  30 minutes  60 minutes 30 minutes  30 minutes 
Prioritized case handling (over non solution
✓ ✓ ✓ ✓ ✓
support SR)
Architecture expertise 
(Cisco & Third-Party HW + SW)
✓ ✓ ✓ ✓ ✓
Identify & address any known issues beyond
original case scope
✓ ✓ ✓ ✓ ✓

Primary point of contact centralized support for

solutions
✓ ✓ ✓ ✓ ✓
Third Party (multi-vendor) Support Case
Management
✓ ✓ ✓ ✓ ✓
Cisco Delivered ACCs / ATXs
✓ ✓ ✓
(Level dependent)

Partner delivers their own ACCs / ATXs ✓ ✓ ✓

CX Cloud Access to Customers ✓ ✓ ✓

PX Cloud Access to Partners ✓ ✓ ✓
CX Specialized or
PX Cloud Publishing to CX Cloud ✓
Adv CX Specialized
CX Specialized or
APIs (Level dependent) ✓
Adv CX Specialized

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 Resources
Webpages Written content

SuccessHub
SalesConnect Hub Partner Service Creation Guide
TSD Validation Customer Success Best Practice Guide
CSPP PLS-Support deck (global)

Trainings
Videos and Webinars

PLS-Support Black Belt Training

PLS overview
PLS-Support overview
Webinars
Smart Bonding overview
AMER | APJC | EMEA

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