The Smart Net Total Care™ portal uses device information and analyzes it against security and support data from the Cisco knowledge base. This provides you with actionable information so that you can resolve problems more quickly, improve operational efficiency, and better manage support risks. The Smart Net Total Care Portal User Guide provides information on how to use the portal.

This document outlines the various portal roles and access levels, and it describes how to manage them in the portal.

Portal Roles and Access

This section describes the various roles and access levels that are used within the portal.

Note: You must complete the self-service onboarding process in order to access the portal. The first person in the organization to complete the process becomes the delegated administrator (DA), who is responsible for the management of portal access. Refer to the Cisco Smart Net Total Care Portal Onboarding Guide for information about the self-service onboarding process.

Delegated Administrators

Cisco suggests each company assign at least one additional DA following completion of the onboarding process. Should the sole DA leave the company without assigning a replacement, post a new question to the Smart Net Total Care Support Community for assistance.

Note: The DAs must be employees of the organization. A partner cannot be the DA for their customer's company.

The DA can register, grant access to, or revoke access from the portal administrators and other users through the Cisco Services Access Management Tool. The DA can also use this tool in order to modify the current permissions for the various roles.

Tip: For more details about how to add or delete users through the Cisco Access Management Tool, refer to the User-Company Association video.

Smart Net Total Care User Roles

A user role in the portal is a role that an individual is granted. Each role is built into the system and comes with specific rights and limitations that determine what a user can see and do in the portal. Dependent upon the organization, one or more people can be assigned one or more of these roles:

• Customer administrator
• Customer user
• Cisco Branded Reseller (CBR) user
• CBR administrator

Note: The CBR administrators and users cannot be DAs for their customer’s entitled company. Additionally, people that hold more than one role can view all of the data to which they have access.

Tip: For more details about these roles and access levels, refer to the Portal Roles and Access video.

Customer Administrator

The customer administrator must be an employee of the entitled company with which they are registered. A customer administrator can complete these actions:

• View the reports
• Create and maintain portal privileges for other users and administrators that are registered with the company
• Register collectors
• Complete file imports
• Manage alerts
• Manage service coverage
• Grant or restrict user access to create segments
• Grant or restrict access to certain types of information and management capabilities for other users in your company
• Grant rights to register users from a partner company to CBR administrators
• Grant Letter of Authorization (LoA) access to your Cisco Reseller

Customer User

Customer users must be employees of the entitled company with which they are registered. If provided access by their customer administrator, customer users can complete these actions:

• View the reports of the company with which they are associated
• Access specific segments and inventories for which they have access privilege
• Access information that is related to your installed base
• Access information that is related to product alerts and device configuration
• Use service coverage management and alert management capabilities (if granted by the customer administrator)

CBR Administrator

The DAs and customer administrators can provide access rights and privileges to CBR administrators (associated with their company) in order to perform certain administrative tasks on their behalf.

If provided the rights, a CBR administrator can complete these actions:

• Register other members as CBR administrators or CBR users
• Register collectors
• Perform file imports
• Manage alerts
• Manage service coverage
• Manage user access
• Access certain information about contracts that are resold by other partners (if an LoA exists)
• Services API Access (Click to know How to Disable Services API Access for Partners )

CBR User

The CBR users can, if provided access by the customer administrator of the entitled company, complete these actions:

• View reports of the entitled company
• Access certain information about the contracts that are resold by other partners (if an LoA exists)

Portal Administration and Management

This section describes how the DA (or in some cases, the customer administrator) can add new users to the portal, assign roles, process requests, and manage access to the portal.

Add New Users to the Portal and Assign Roles

Note: Only a DA can register new users. Please allow up to 24 hours following role assignment to access the portal.

Complete these steps in order to register a new user for your company:

1. Log into the Cisco Services Access Management Tool. You can also access this tool from the Useful Links page in the portal.
2. Select User-Company Associations > Associate User to My Company.
3. Enter a valid Cisco username or email address, and then click Next.
4. Specify a company location, and then click Finish. A notification is sent to the user that confirms the association with your company.
5. Select User Role Assignments > Assign Roles to Users.
6. Choose a user, or search for a user via their Cisco username or email address, and then click Submit.
7. Select the user, and then click Next.
8. Click Smart Net Total Care from the services that are displayed, and then choose the appropriate role (customer administrator or customer user).
9. Click Finish, and a notification is sent to the user.

Add Partners to the Portal and Assign Roles

Note: A customer DA can grant Cisco partners access to the portal.

Complete these steps in order to register a partner and allow access to your company’s information in the portal:

1. Log into the Cisco Services Access Management Tool. You can also access this tool from the Useful Links page in the portal.
2. Click User Role Assignments.
3. Click Assign Role to User Outside of My Company in the External Roles to Users and Administrators section.
4. Enter a Cisco username and email address in order to search for the user, and then click Submit.
5. Choose the user, and then click Next.
6. Click Smart Net Total Care from the services that are displayed.
7. Select the appropriate role (CBR administrator or CBR user). You can also designate a time frame for the role assignment.
8. Click Finish, and a notification is sent to the user.

Grant Letter of Authorization (LoA) Access to Partners

A letter of authorization is an agreement between the customer and their partner. LoA access is an extended level of access to some portal fields in online reports. This level of access provides partners with visibility into Cisco branded contract data, where the partner is not the contract Bill-to company.

Note: Only a customer administrator can grant LoA access to partners.

The fields that are visible in online reports after LoA access is granted include:

• Coverage End
• Service Level
• Service Program
• Installed-at Site

Complete these steps in order to grant LoA access to a partner:

1. Log into the Smart Net Total Care portal.
2. From the Admin dashboard, click in order to maximize the Users pane.
3. Choose the partner user from the list.
4. Select Actions > Manage Access.
5. Click in order to enable the LoA privilege information in all reports checkbox.
6. Specify the duration of the LoA access (up to a maximum of one year).
7. Click OK.

How to Disable Services API Access for Partners

A customer administrator can remove partner API access. Complete these steps to control this capability:

1. Log into the Smart Net Total Care portal.
2. From the Admin dashboard, click in order to maximize the Users pane.
3. Choose the partner CBR administrator from the list.
4. Select Actions > Manage Access.
5. Uncheck the Services API Access option in order to disable access.
6. Click OKto save your selections. The partner will no longer be able to use the Services APIs to programmatically gather portal data.

CBR Administrator Rights to Add Partner Users

A customer administrator can grant a CBR administrator the right to add (or register) partner users in the portal. Complete these steps in order to grant the rights:

1. Log into the Smart Net Total Care portal.
2. From the Admin dashboard, click in order to maximize the Users pane.
3. Choose the CBR administrator from the list.
4. Select Actions > Manage Access.
5. Select User Registration from the capabilities options.
6. Click OK.

Add CBR Administrators and CBR Users

Once granted the right to add partner users by the customer administrator (refer to the previous section), a CBR administrator can add additional partner users from the partner company to the portal.

CBR administrators can complete these steps in order to add partners:

1. Log into the Smart Net Total Care portal.
2. From the Admin dashboard, click in order to maximize the Users pane.
3. Select Actions > Add Users.
4. Enter the Cisco username of the person from the partner company.
5. Click Verify User.
6. Choose either the CBR Admin or CBR User role.
7. Select the appropriate information and capabilities options.
8. Click OK.

Manage Portal Access

A customer administrator can grant or remove access to specific types of information, capabilities, and inventories and segments on a user-by-user basis. Complete these steps in order to control these rights:

1. Log into the Smart Net Total Care portal.
2. From the Admin dashboard, click in order to maximize the Users pane.
3. Choose the user from the list.
4. Select Actions > Manage Access.
5. Check or uncheck the items that are listed in order to control access. These are the available options:
   Information:
   
   • Product alerts
   • Device configuration
   • LOA privilege information (only available for CBR Administrator or CBR User)
   • Service API Access (only available for CBR Administrator)
   Capabilities:
   
   • Service Coverage Management
   • Alert Management
   • Update Device Site Information
   You can also control access to individual inventory or segment installed base data.
6. Click Confirm in order to save your selections. The user should experience the new permissions upon their next login to the portal.

Request Partner Delegated Administrator (For Partners Only)

Partners selling Smart Net Total Care who access the portal to support their customers or who use SNTC for their own Partner company need to ensure the Partner company has a DA assigned. This allows them to manage Partner users and be granted access to their customers' data in the SNTC portal in a Cisco Branded Reseller (CBR) role (either as a CBR Administrator or CBR User).

Complete these steps in order to assign a DA for your partner company:

1. Login to the Partner Self-Service tool with your CCO ID.
2. Click View Profile to see a list of administrators for your partner company
3. Select one administrator to nominate as the Delegated Admin.
4. Send an email to sntc-support@cisco.com to nominate your partner admin as the Delegated Admin.
(If the partner is in the China region send the email to chinese-tac@cisco.com)
• Subject line: Partner Delegated Administrator Setup Request
• Content: Provide the CCO ID, company name, and email address of your nominee and the SNTC contract # of the customer for which you will have a CBR role in the portal

Cisco will setup the Delegated Admin for your partner company and send an email notifying that they have been nominated to become the DA. The email provides a link to accept the Terms and Conditions which they must click to Accept.

The DA can then follow the steps to Add New Users to the Portal and Assign Roles including nominate another user from their partner company as a DA. Once users are associated with the partner company, customers can then follow steps to Add Partners to the Portal and Assign Roles. A customer can also grant their Partner CBR Admin the right to add other partner users to the portal on their own. Follow the steps to give CBR Administrator Rights to Add Partner Users.