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Summary of changes to Cisco Learning Credits program

  • New Customer Terms & Conditions must be accepted by the Team Captain in order to access their Cisco Learning Credits account.
  • Cisco Learning Credits account debits must be approved, or auto-approved, by the Team Captain within 45 days.
  • Team Captain is now defined as the participating company’s authorized employee who is designated to manage the Cisco Learning Credits on behalf of the participating company.
  • Cisco Learning Credits cannot be resold or transferred to any third party.
  • Cisco Learning Credits expire 12 months from the invoice date.*
  • Expired Cisco Learning Credits are eligible for a one-time six-month extension.*
  • Effective October 10, 2018, a reissue request may be requested up to 60 days after the original expiration date. You will no longer need to wait 60 days prior to expiration to request a reissue.*

*This may not apply to Cisco Learning Credits converted from other programs; see here for more information.

Cisco Learning Credits program terms and conditions

Why do Customers have to accept the Customer Terms & Conditions?

Cisco has provided the Terms & Conditions as a requirement for program participation and access to the Cisco Learning Credits Management Tool (LCMT).

What happens if the Customer does not accept the Terms & Conditions?

If the Terms & Conditions are not accepted, the Team Captain will not be able to review the account details, perform any functions within the Cisco Learning Credits Management Tool, or use their Cisco Learning Credits.

Can I transfer or sell my Cisco Learning Credits?

Cisco Learning Credits may not be sold or transferred to any third party.

Team Captain and Team Player access

What if we need to assign, update, or change the Team Captain?

There are two methods for updating the Team Captain assigned to the account, depending on who is updating. Please note: The Team Captain assigned must be the authorized employee of the participating company.

  1. Add a new Team Captain: Customers, Cisco Account Managers, and the ordering Distributor or Channel Partner may open a case with the Cisco Learning Credits support team via clc_case_support@external.cisco.com requesting that the Team Captain access be assigned. The requestor will need to validate the order details within the case and provide the following information:
    1. Account Name
    2. Sales Order number with the Credits, and/or
    3. PO number submitted to Cisco
    4. the Cisco.com user ID of the new person to manage the account
  2. Change Existing Team Captain:  Customers and Cisco Accounts Managers may open a case with the Learning Credits support team via clc_case_support@external.cisco.com requesting that the Team Captain access be changed or updated to a different person within the participating company. Please be sure to include the following information:
    1. Account name
    2. Cisco sales order number with the TRN-CLC (learning credits) part number
    3. the Cisco.com user ID of the new person to manage the account

How many Team Captains may access the Cisco Learning Credits Management Tool?

Each account must have one Team Captain. However, the Team Captain may allocate additional users, known as Team Players, and assign varying privileges to them.

What is a Team Player and what can they do?

The Team Player is a person that the Team Captain assigns to the account. All Team Players may review transactions posted to the customer’s account. In addition, the Team Captains may also assign, remove, or modify the following privileges to Team Players at any time:

  • Receive LCMT notifications (Y/N)
  • View LCMT Reports (Y/N)

How many Team Players may I assign to my account?

There may be any number of Team Players assigned. A Team Captain may log in to LCMT and click on the Users tab to add or disable any Team Players by querying the appropriate account and selecting their Cisco.com user ID.

What if I as an account manager (AM) see an account listed that does not belong to me?

You can open a support case to provide the correct Team Captain assignment. If you don't know the identity of the current Team Captain, please include in the support case that you don't require access to that account; Cisco will determine the correct owner.

What if no Team Captain is assigned to my account(s)?

A Team Captain must be assigned to the account to approve debits to the Cisco Learning Credits account. Training providers cannot be reimbursed by Cisco without Team Captain approval, or auto-approval, of the debit. You may open a support case to provide the correct Team Captain assignment.

Who can review or approve transactions posted against the account?

Only the Team Captain may approve, auto-approve debit transactions and/or request reissue of expiring Cisco Learning Credits. Please see the Team Captain User Guide for how to approve, auto-approve, or request reissue.

Learning Credits lifespan and reissue requests

How long are my Cisco Learning Credits active?

Cisco Learning Credits that originated as Cisco Learning Credits are active for 12 months from the invoice date.*

May I request an extension if my Cisco Learning Credits expire?

Yes, as long as they originated as Cisco Learning Credits. If there is a need to extend the life of the Cisco Learning Credits longer than 12 months, the Team Captain may request a reissue within the Cisco Learning Credits Management Tool anytime up to 60 days after the original expiration date.*

For how long can Cisco Learning Credits be reissued?

Approved requests may be processed once for up to six months, creating a total lifespan of 18 months. There are no exceptions. Please see the reissue process here for more details and instructions.*

How soon can I request an extension?

Customers no longer need to wait until 60 days prior to expiration in order to request reissue. As soon as the Cisco Learning Credits are activated, the reissue request may be submitted. The deadline is 60 days after the original expiration date. *

Can Cisco Account Managers request an extension on the customer’s behalf?

No. Due to account control and segregation of duties policies, this function is disabled as of October 10, 2018. The Cisco Account Manager may review requests which are eligible via LCMT, and work with their customer to submit the request via the Team Captain portal but may no longer submit reissue requests on the Customer’s behalf. There are no exceptions.

Why do they need a learning plan to request an extension?  Are extensions hard to get?

A Learning Plan is required in order to confirm that the learning credits will be used in the time allotted for the reissue request. If the request is complete, approval is not hard to obtain.

*This does not apply to Cisco Learning Credits converted from other programs, see here for more information.

Team Captain’s debit approval

Why do I have to approve debits against my Cisco Learning Credits account?

Requiring approval by the Team Captain improves account security and customer satisfaction for all users. It also lessens the likelihood of disputes between customers and training providers. Transactions must have a status of approved before the training provider can be reimbursed.

Does every transaction need to be approved?

All transactions must be approved, or auto approved, by the Team Captain.

How does the Team Captain approve or deny debit transactions?

The Team Captain may log in to the Cisco Learning Credits Management Tool (LCMT) to review and approve debits posted against his or her account. Instructions can be found in the Team Captain User Guide.

How do I auto-approve approve Cisco Learning Credit debit requests?

The Team Captain may login to the Cisco Learning Credits Management Tool (LCMT) to select “auto-approval” of transactions posted against his or her account. Instructions can be found in the Team Captain User Guide.

What happens if a Team Captain denies a transaction?

The training provider is notified immediately, the debit is refunded to your account, and reimbursement is permanently denied for that transaction ID. When you and the training provider have resolved any dispute, a new debit transaction must be entered by the training provider.

What happens if a Team Captain places a transaction on hold?

Placing the debit request on hold prevents the training provider from being reimbursed. The training provider is notified immediately, and both parties can work together to reach a resolution. The Team Captain can approve or deny an on-hold transaction at any time.

Cisco Learning Credits converted from other programs

What if I have Cisco Learning Credits converted from Cisco Customer Loyalty Points?

Please review the following matrix of the program changes and where those changes may intersect in either program during, and after, the transition:

Cisco Learning Credits and Cisco Customer Loyalty program update matrix

Topic Customer Loyalty Learning Credits Transition Impact
Accrual/Purchase
  • Accrual rate is based on a tiered model. Your company’s award tier is determined based on the prior three (3)-year average of all purchases.
  • Loyalty Points may not be transferred or resold to any third party.
  • May not be transferred or resold to any third party.
  • Learning Partner may only purchase for their own consumption.
N/A
Lifespan
  • 12 months from the Learning Credits assignment date.
  • Purchased Cisco Learning Credits: 12 months from the invoice date.
  • Cisco Learning Credits converted from another program: 12 months from the Learning Credits assignment date.
  • All Cisco Loyalty Points converted to Cisco Learning Credits will have a lifespan of 12 months from the Learning Credits assignment date.
Access - External
  • Team Captains must be an employee of the participating company.
  • Team Captain must accept the Terms and Conditions to participate in program.
  • Team Captain must be an employee of the participating company.
  • Team Captain must accept the Terms and Conditios to review account details.
  • The Cisco Learning Credits Team Captain must match the Cisco Loyalty Tool Team Captain (no change).
  • The Team Captain must accept the T&Cs of both programs in order to access the account(s).
Access - Internal
  • Cisco internal users may not be assigned as the customer’s Team Captain.
  • Cisco internal users may not be assigned as the customer’s Team Captain.
  • Cisco Account Managers may not request extension of Cisco Learning Credits.
  • The Learning Credits Cisco Account Manager must match the Cisco Loyalty Tool Account Manager (no change).
Expiration
  • All prior Customer Loyalty points which were not redeemed have been converted to Cisco Learning Credits on October 12, 2018.
  • Purchased Cisco Learning Credits: 12 months from the invoice date at midnight Pacific time.
  • Cisco Learning Credits converted from another program: 12 months from the Learning Credits assignment date, at midnight Pacific time.
  • Cisco Loyalty Points will expire 12 months from the Learning Credits assignment date at midnight Pacific time.
  • Points to Learning Credits conversions done through August 9th, 2018 have already been assigned an 18 month lifespan.
Redemption
  • Customer Loyalty points are only eligible for redemption to Cisco Learning Credits.
  • All debit transactions must be approved, or auto-approved, by the Team Captain within 45 days from the debit posting date, or the credits will be refunded to the Customer's account.
  • The Learning Partner is responsible for ensuring approval has been obtained prior to delivery of training offering.
  • Cisco Customer Loyalty points are only eligible for redemption to Cisco Learning Credits.
Reissue (Extension)
  • Cisco Loyalty Points which have been activated with a 12 month Cisco Learning Credits lifespan are eligible for a one time reissue for 6 months. The request must be submitted within 60 days from the original expiration date.
  • Cisco Loyalty Points which have been activated to Learning Credits with an 18 month lifespan are not eligible for reissue.
  • Cisco Learning Credits converted from another program with a 12 month Cisco Learning Credits lifespan are eligible for a one time reissue for six months upon request and approval.
  • Learning Credits converted from other programs with an 18 month Learning Credits lifespan are not eligible for reissue.
  • Team Players and Cisco Account Managers may not request extension of Cisco Learning Credits.
  • Point to Learning Credits redemptions completed through August 9th, 2018 have already been assigned an 18 month lifespan and are not eligible for reissue.
  • Effective August 10th, 2018: Learning Credits converted from another program, with a 12 month lifespan, are eligible for reissue.

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Where do I go if I have questions?

Please contact your Cisco Account Manager or open a support case with the Cisco Learning Credits team for support.

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