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How to enable a new partner/disti/direct customer from legal to buying a service contract

Hello

I am a PM from the TS Americas organization, and recently, I received an email from one of our colleagues at Service Commerce, asking about the process to engage a new customer (partner/end customer/reseller). The exact  question is:

"Within Service Commerce, we are working with sales to create a customer onboarding playbook (I.e. How to enable a new partner/disti/direct customer from legal to buying a service contract).

However, we don't' want to overlook any set up requirement from the TS side which allow the customer to obtain services ( i.e. Is there a portal, specific access set up required? Is there a specific team within TS that managed entitlement activation? )

>From my TS RMS days, I recalled there is an external TAC site that partner access to open TAC case. Would like to know if there is any userid/access control on this.

The other question I have is if a Service Provider purchased a Collaborative service contract (I.e. Verizon provides L1/L2 support, Cisco TAC provides L3 and beyond). What is the process within TS to governance the SP is providing service that they are accountable for? "

Is there any SME that may help explaining the process that is followed to engage a new customer?

Thank you!

Marisela Casas

3 REPLIES
New Member

Re: How to enable a new partner/disti/direct customer from legal

Hello Marisela,

Good Day!

Thank you for bringing this to our attention.

Please be advised that we are researching for this request to further assist you.We will update you at the earliest.

Thanks,

Jen

CCW Support Team

New Member

Re: How to enable a new partner/disti/direct customer from legal

Hello Marisela,

Good Day!

I have checked your concern and as advised a user doesn’t need to necessarily be “enabled” for ordering services.  Just when they purchase it will be ‘entitled’ onto a contract  where access is limited to the customer and partner/Cisco.

Attached here are the list of products and required certifications, if you can sell/order those products you should have full ability to attach services for them.  See attached pdf.

Hope this answer your query.

Thank you and Have a wonderful day!

Best Regards,

Jen

CCW Support Team

New Member

Re: How to enable a new partner/disti/direct customer from legal

Do you have a more updated version than 2013 to that Cisco Authorized Channel Partner Product and Program Access Matrix pdf?

 

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